Brock came out in a timely manner when I called for an appointment. He spent as much time as needed to access the situation with hot water heater in attic and gave us choices, prices, timetable for new installation, etc.
Phillip did the work starting on the next Monday. He was polite and covered our carpet to protect from debris brought in from coming and going during the day. At the end of the day, the unit did not heat the water. Phillip was puzzled, but continued to pursue the problem. He finally determined that the wrong unit had been picked up which was for propane instead of natural gas. He had to change out units the next morning.