First, the good. The hot water heater manufacturer is top quality, and installation was on the day specified and apparently in good order. The Bad. 1. A 4 hour job turned into a 7 hour job because the promised 2-3 workers turned out to be just one. 2. Removal of the old HWH did some minor wood damage to the platform threshold. 3. For two different capacity HWHs the owner estimated an $800 price difference, and recommended the smaller unit. I agreed to this. After checking with my home's builder, however, I changed my mind and called in the change. It then turned out the larger unit's incremental price increase was more than double what the owner originally estimated, so I emailed the owner and requested the price be lowered to split the difference (i.e., only a 50% price difference instead of 100%). He never responded. But when I called in the change, the rep on the phone acknowledged my email to the owner regarding the lower price. After installation the owner demanded the higher price, which I paid. I should of course have gotten multiple bids, especially after the 100% increase over the estimate for the larger unit, but with no hot water the tendency is to get the problem solved. I thus recommend multiple bids, and for BMP, only believe written (or emailed) bids.