I have been a customer of Walton for over 20 years, ever since we moved to Lansdale. We have usually received good service until our most recent problem.

My wife and I had been away for the weekend and came home sweaty and tired. My wife showered and had a shortage of hot water and after I showered, there was no hot water. We have a Summer/Winter hookup where our furnace heats our hot water in the Summer. It is a gas furnace (Utica Boiler) that was installed by Waton less than five years ago.

A call to Walton Monday morning had a technician at our house in a few hours. After a short time, the technician informed us that the manufacturer recommended that the controller needed to be replaced. He said that we would receive a call when the parts had been ordered.

Tuesday morning came with no call back, so I called The service manager was not available, so I left a message asking for a call back. Later, he left a message saying the parts had been ordered, they would cost over $900 and they would take 3-5 days to arrive. Now I understand the business not wanting to inventory expensive parts, but if they don’t want to do it, then they should have them shipped overnight.

The parts arrived on Thursday and after installation we had hot water.

My two main grievances are the cost of the parts for a nearly new furnace and the length of time it took to get them. I am not pleased with the level of service I had for this problem. If this had been January instead of August there would have been more significant problems than no hot water.