DESIGN TEMPERATURE

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Anode rod needed replacing on my less than year old water heater, due to the builder buying a unit with the incorrect rod. Also the system flushed of the blueish green sediment that was now clogging my pipes and aerators. Kirk also noticed that our builder had put a valve (can't remember the name of it) on incorrectly which was the reason the hot water was being pulled from the bottom of the tank where the sediment resides. He was not able to repair that since that's not what Design Temp does, but Kirk was extremely informative and very patiently answered all of my questions. It had been a rough WEEK without having any water pressure. Joe in the office was also very patient in answering all of my questions and getting service out to my house as soon as he could. He made doubly sure that I knew the costs and also overestimated the time it would take, so it was a nice surprise when the bill came back for less than I had anticipated. Thank you!

PLEASE STAY AWAY FROM THEM!



I moved into my condo 3 months ago and recently my water heater (AO Smith Pro Max) stopped working. Every time I would start it, it would run for 10-15 mins and the flame would turn off. I called Goode Plumbing (which btw provides excellent service) who came by and couldn't identify the issue. Since they couldn't fix the problem, they left without charging me anything and gave me Design Temperature's reference.



I looked up Design Temperature online and since they had decent reviews and were also listed on AO Smith water heater company website, I went ahead and made an appointment for Friday morning. While making the appointment, I talked to Joe who promised me that his technician will first investigate and fix the actual root cause and will not be using a process of elimination approach where they will first fix something to see if that works and if it doesn't they will move to replace/fix the next part. I was also told that it will cost me $160 for the visit which will get my 30 minutes of labor. In addition to that I will have to pay for parts ($77 for pilot assembly if needed) and any additional time beyond 30 minutes the technician will have to spend. I agreed.



The technician (Ed) arrived in a timely manner within the 2 hour window they had given me. When I opened the door, it was 9:29 AM. He immediately got to work to replace the pilot lamp assembly which surprised me as he didn't do any investigation. I assumed that he knew the issue based on my description while making the appointment. He finished his work completely and stood up to make some notes at 9:55 AM. Since it was still under 30 minutes I was relieved that I didn't have to pay any extra labor. He spends additional 10 minutes making notes and when he finally gave me the bill, it was $300. Turns out I was being asking to pay $30 extra labor since he was counting the time he spent to making notes on his wireless device! And the cost of the pilot assembly was $101! I still paid and sent him his way. I then called their office and after a 10 min back and forth they finally agreed to refund the $30 (it has been 5 days and I haven't seen the refund on my credit card). I didn't even bring up the cost of the replaced part.



10 minutes after the technician left, the pilot lamp went off again. I turned it on and just as before it lasted 10-15 mins. I called back and spoke to Jane who said she will call me back and I don't hear back all day. Worrying that I have to spend the weekend without hot water I called them back and I was told it was past their working hours and I will need to call back on Monday.



I then call them on Monday morning and get the same day appointment. On that call, I talked to Joe again who told me that the service will be covered under warranty and I only have to pay for the part if anything else needs to be replaced. Ed arrives as planned and gets to work. He spent around 30 minutes and was unable to find the problem. He calls AO Smith service line who tells him it could be due to dust collected at the bottom or scaling built up inside the heater. His estimate? $240 just to clean including $160 for his visit! I asked him what happened to the part he replaced saying that was issue, but I don't get any explanation other than that part was also bad! How could he fix the and quot;badand quot; part and I still continue to have the exact same issue? When I told him I will be happy to pay the cleaning fee but to be fair I shouldn't have to pay for the visit since he had to come back anyway because his first fix didn't work, he talks to Tony (owner) who tells him and quot;wrap up and get out of thereand quot;. Ed promptly leaves. I had spent $300 and no sign of hot water.



I decided to try cleaning it myself and got the cheapest toilet brush from Target ($1.40). 2-3 strokes under the water heater is all it took! I started the pilot lamp and it has been working since. The issue was the dust collected under the water heater on the inlet mesh door. These thugs replaced a working part and charged me $300 and refused to be accountable for what they did.



Terrible terrible company with no work ethics nor any idea of what customer service is about! Stay away!

They said the service might help but we may need to get our water heater replaced. They were fine. They did a good job of investigating the model of heater and making sure to cover exactly what needs to be done. They also made sure to bring the right parts needed for the job.

.They were reliable and they were fine. They said they would provide with the service and I was happy. Price wise they were on par comparatively. They were on time and very responsive. Professionally they were very good. I would use them in the future.

Had a flood in my basement that was caused by a plasitc line to humidifier attached to furnace. I called this company because they had installed my water heater and told me they dealt with furnace and AC. Asa was on call. He was speechless during my explanation. He was very interested in discerning whether it was a water heater vs. furnace issue because he seemed more comfortable dealing with water heater. I asked him to please come because we could not control the water. Basically told me there was no point in his coming out at night because he carried no parts. I hung up and found another provider. I am not confident this company can deal with furnace issues.

called for emergency assistance and sent a person immediately on a Saturday morning during the bitter cold. Arranged for immediate replacement.

Really, I can't say enough good things about this company. They went the extra mile, and on Christmas Eve, and with a difficult problem that the service people admitted they had never seen before. They made three service calls and charged us for one. On their first trip out, they discovered that that the water heater company had given them the wrong replacement valve part for our water heater. Their purchasing person worked hard to get us the correct part ASAP. On their second trip out, correct valve part in hand, they installed it, only to have it blow out again. (It gave the service person, Cecil, quite a start.) Fortunately, their purchasing person had had the foresight to order two of our gas valve part, and Cecil drove out to meet someone from the office halfway to get the part and bring it back. Finally, with the problem isolated, he was able to fix our water heater. The folks at Design Temperature were professional, hard-working, and explained everything thoroughly. I was so happy to have a fixed water heater on Christmas that I could have cried. Thank you, Cecil, and thank you Design Temperature.