Ron in London

DO NOT ENGAGE IN BUSINESS WITH THIS COMPANY. We were "forced" to assume the rental of an on-demand water heater from the previous homeowner, (still haven't been able to obtain a copy of the rental agreement) who as "the builder", got the unit at a discount after committing to a 15 YEAR RENTAL AGREEMENT. The heater went out within the first month of our ownership - leaving us stranded with visitors in from out of town. We called for "emergency service" first thing Saturday morning at 7:30 AM and were assured we'd hear from the service tech at 8:00 AM when the office opened. Called back at 9:00 AM when we hadn't heard anything - were assured the team was "working on it" and we'd hear from someone shortly. Called back at 10:30 AM when we hadn't heard anything - were assured we'd hear from someone ASAP. Heard from "dispatch" at 11:30 AM that they were in touch with the Service Tech and would relay that this was an Urgent Service Request and call us right back. Called at 1:00 PM PM when we hadn't heard anything and were advised our service request issue would be prioritized. Called again at 3:30 PM when we hadn't heard anything - only to learn that there was no Service Tech and they were actually working on finding a service provider. Received a call at 5:30 PM advising they were unsuccessful in arranging repair service and since no Service Techs work on Sundays, ours would be a "Priority Request" which was already scheduled for first thing Monday morning at 8:00 AM when the office opened. Called at 9:15 AM when we hadn't heard from anyone - and was assured the Service Tech had been contacted through dispatch and would call within 15 minutes to SCHEDULE AN APPOINTMENT. Called back at 10:00 AM as we hadn't heard from anyone... If you haven't noticed the pattern yet, it's the basic, "Tell the customer what they want to hear to get them off the phone, (as these calls may be recorded for training purposes) and hope someone else takes their call the next time around". If you like being the can that gets kicked down the road for someone else to deal with (and not having hot water while you've got guests in from out of town, these guys are great), otherwise THE SERVICE LEVEL IS LESS THAN TERRIBLE, IT'S SOMEHOW PROACTIVELY BAD - AVOID THIS COMPANY AT ALL COSTS