We were suppose to have twice a year maintenance, we have not seen them since delivered. We have had it a year, then when the hot water stopped working, we called. Each call mind you will be a 20 minute minimum wait. Three calls later, and a million promises and even a "manager" of the service area that was going to apparently call me never did. Not once have we seen a repairman. I finally called to cancel my account and to come get the machine. It's been two weeks and the thing just sits there. What is amazing is every time I call I'm asked for my phone number...I give it. Clearly they aren't listening, because they read the number back to you and EVERY time they read me the wrong area code and I correct them EVERY time thinking this is the main problem. I would give negative stars if I could. 11/16/20 update. I've had multiple communications with promises of improvement and someone to come and service the machine that hasn't had any service (over a 1 year now) since installation. I was guaranteed twice a year. I was sent a copy of my contract that I couldn't cancel, even though they acknowledge no service had taken place. I pointed out they are in breach of that contract. I then allowed them over a week to send someone and requested in writing what their part is in seeing I am guaranteed service in the furture. I have never missed a payment, we have upheld our end I expect them to. Today, two plus weeks later, I sit with an unsafe, unusable system that they still expect me to pay for and not a sign of anyone servicing this machine. However, my credit card was billed for the two month I've been in discussion just trying to get the thing serviced. As of last week, I informed them I wanted out and was told that they would do that but to give them time to get the paperwork to me. Again, another week and I'm having to call and email to get someone to do their job, cancel the contract and come get this broken machine. Wow, just wow...how do they stay in business, no wonder they have such long contracts, they get guarantee payment, but you, not so fortunate. You just buy a broken system.