The technician, Matthew F., was very professional and worked hard to install our new water heater. The removal of our old water heater was not easy! It had a glass liner and was extremely heavy. But he took his time, got it out, and never complained about it. The new water heater required some extra work since we had a different setup for the old one. My house being older did not make that process easy. But again he got the work done with a smile on his face!