"We reached out to this client but never heard back. We have a 100% satisfaction guarantee, which is why we have issued a full refund, which the client should receive by the end of this week. If they would like to contact us we would be more than happy to address their concerns. We are and have always been committed to the safety of our customers and to quality service. This includes extensive training, drug testing and a thorough felony background check on every technician we put in a vehicle and send to our client’s homes. Again, we would welcome a call from this customer to address any and all concerns. Thank you to Angie's List for allowing a fair forum for both customers and business's."

"I made contact with [member name removed] and I enjoyed our conversation. Unfortunately, his experience happened about a year ago and has not set well with him. I offered several options to [member name removed] to try to turn things around. He did not accept either of them at this time, but I do want him to know; the offer still stands if he would like to re-contact me. We are 100% committed to make things right. Thank you-Julie M Customer Care Manager"

"We attempted to contact this customer when we saw she was dissatisfied with our services in an attempt to resolve the issue or issues. Customer was less than responsive in allowing us to address her concerns and she kept the phone call very brief and ended the call. We are committed to providing quality customer service and so it is our hope is that the customer will reconsider and allow us the opportunity to resolve the concerns."

"First we would like to thank this customer for recognizing our efforts in customer service and providing A’s in the categories of quality, responsiveness, and punctuality. We will immediately work with this technician on his delivery and sincerely apologize for his delivery coming across as a lecture. We truly want to educate our customers to assist them in preventing future expensive and unexpected repairs and while educating we never want to be perceived as a lecture. Thank you for expressing your feelings. With regard to water heaters, there are many different brands to choose from when selecting a water heater. We look at the historic longevity, history of repairs and we like the fact that the chosen brand we carry on our trucks is American made. We cannot carry several brands on our trucks so we chose what we believe is the best product. Carrying a water heater saves second trips and we have found this to be most efficient and preferred by our customers, especially in an emergency. However if the brand we carry is not satisfactory or if our customer has a specific brand they wish to have installed, we will always provide and install said water heater. We can provide and install the water heater of your choice. Again thank you for sharing. All reviews, positive, neutral and negative are extremely important to us and we appreciate Angie's List for providing a platform that allows customers to share and us the opportunity to respond and improve."