Motto is The Customer is Always Wrong.
And do not wait for them to arrive, because they do not. And, yes, it is true, they are always out of town on an emergency job.
LBS was my goto for my Lennox furnace which was originally installed by them. In late summer of 2017 there was water dripping down from the AC onto the furnace and accumulating on the floor. I phoned to make an appointment and was put on a waiting list, account they were doing contract work outside of Thunder Bay and had no techs available. Three months later they phoned and left a message to call back for a service appointment. I didn't phone back....WOULD YOU??!