Mark, the service man, was very courteous and efficient. I called ahead to get an estimate price range, so I did not use the $19.99 come out and we'll quote you. They asked me about the door type and size, and from that they could determine the cost of the replacement spring. I felt it was reasonable, and knowing ahead the maximum cost (which it was - but still reasonable), It worked out. I would have used a credit card, but they charge 3% for that. The entire transaction was done electronically, and sent the invoice and warranty by email.