I have dealt with the owner and I think it’s just his personality he’s not a charmer. He’s just all business not warm and pleasant at all. So if you can get past that you’ll be fine. So far I have no problem with my machine for past 2 1/2 yrs. I was told to dump out used crystals after every use, even though it’s soooo tedious I do it! The only negative part I’d say is the cost of the crystals. They are $85 for a gallon and $25 shipping ugh! It hurts to buy them when you know you can get them soooo much cheaper!