The first time I used their service I had a positive experience so didn't hesitate to call them when my water heater quit. The tech wasn't very comfortable working on water heaters and simply pressed the reset button/breaker on the water heater but never addressed why the breaker tripped in the first place but was okay with collecting the service fee. I called another company who did explain the situation and they replaced the water heater. Once I spoke with management at Plumbing Masters, they acknowledged my concerns and offered a full refund and an apology.