Reliance Home Comfort

I recently signed up for Home Comfort maintenance program for gas furnace (owned) and water heater (rented through Reliance).
I called Reliance to perform annual service check on my furnace and water heater.
There were no problems with either.
The contractor was Charlie Murray A.W. Heating and Cooling
in the Prescott area. Mr. Murray contacted me by telephone and
said he would call back and arrange an appointment time..
He never called back, and I forgot about it for a time.
My husband finally called Reliance again, and I believe he stated he was upset with the service. He made an appointment for the service check. The Murrays (father and son) came at the appointed time and date. They made no apology for not following up themselves. They conducted their inspection. Made a slight alteration to temperature of hot water heater, and changed the furnace filter. They spent less than 1/2 hr on this maintenance check.
Prior to this, I used another company who spent a great deal longer to perform these procedures.
I am doubtful that the Murrays did a thorough job, however we continue to have an efficient working furnace and water heater.

If an emergency arises, would these men be reliable to call for prompt service?