We were referred by friends... We had a new a/c and heat unit installed before summer hit... The installation, while difficult was performed in a day... Having the gas off for that day caused our water heater to start leaking... No biggie, we planned to replace that as well anyway, so they were out a few days later and did that... But the crew with the water heater didn't leave any owners manual or other paperwork for the wh... Figured I'd bring that up when the supervisor (not the owner) followed up in a month or so to see how we were liking the units... That follow up never came... I called the office and asked for these documents, and they were never received... I called again 6+ months later, said I needed 3 things... First the a/c heat unit now needed looking at because it was making strange noises... Second, decided to change the controller inside and third, needed the paperwork and owners manual for the wh... Tech showed up the next day, changed the thermostat, found the problem in the a/c heat unit and fixed it, but no paperwork... He took the wh make and model then charged us $350+ for a $60 thermostat and a 1 hr service call that should have been warranty work... STILL NO PAPERWORK ON WH... And I find the monotonous recording when calling incredibly annoying, but leaving messages doesn't work...