I had a 9 year-old water heater that stopped working. I called and the person answering the phone was pleasant and answered my questions. I received service the next day. I received a phone call when I was told I would receive a call. The service person called and advised that he was on his way. He was prompt and professional, seemed to know what he was doing, and kept me informed of the issues and progress. When I learned that (and agreed to) a new water heater was necessary, the new equipment arrived with more service people quickly. All in all, everything was resolved in a relatively short time and with no mess. The service people were pleasant and courteous.