Incompetent to the core.
I would rate them in the negative if the option was available. Absolute boobs when it comes to HVAC service. You'ld be much better off having the pizza delivery boy take a look at your problem than to call this outfit.
1) Non-responsive - over a week and three call backs with no resolution
2) Drive by troubleshooter - never stuck around long enough to see if anything they tried would hold...they didn't
3) BS artist - invented a problem that had nothing to do with the issue at hand
4) Incompetent - basic regfrigeration cycle is obviously still a mystery to them