On 5/11/13, service rep Victor Zti showed up at the appointed time, took photos of the cooktop and wrote down the serial number, make and model number on his work order. Said that he needs to order the part and would be back in 3 business days to complete the repair work. He asked for and collected a service fee of $60. He never called or returned. I contacted the company a week later and was told that the home warranty company denied the claim. Upon further checking, the company, Active Appliance told me that the service rep had determined that the cooktop was mis-used and reported as such to the home warranty company. I asked how such determination was made, but did not get any response other than it was in his professional judgement. Asked why this determination was not shared with me when the service rep was at my home on the 11th. There was no response. I asked if my check for $60 would be returned and was told no. Can you believe this? I called Active Appliance again and asked if they had an estimate to repair the cooktop. The service rep on the phone took my number and said that I'd be contacted with an estimate. Again, received no call. I would not do business with this company - never pay in advance.