It was a very stressful few days for me. But the support and reassurance, most especially the regular check-ins from Nichole helped me navigate the crisis. I felt that they were really understanding of my situation and there wasn't anything that they didn't do to get the job done. They ordered it on a Monday. Nicole told me about a new law that required a permit and sent me off to the county to get it that day. The heater arrived at the wholesale plumbing supply house the next day. They picked it up along with every conceivable part they might need to replace our old model with a newer one. Randy and Mark, the owner, came out and spent 5 hours each getting the unit installed and functioning. I was sweating, but they obviously knew their stuff. If I had any advice to offer future customers it would be to ask ahead of time how many plumbers they will be sending out on the job. The company charges $88.00 an hour, which is fairly standard, but that is per man and when they send two out, then that price doubles. Additionally, the price for the entire service reflects $1600.00 approx. for the unit itself. I feel this job required two men because of the retrofitting that had to be done, but I would have had less sticker shock if I had known that. Otherwise, I will definitely utilize their services in the future.