Andew, was polite and professional at all times, however, he was running late and did not call. I reached out to see where he was at 12:21 and my service time was 12:00. He then called at 12:32, said the previous job ran long, and was ~28 minutes out. I understand jobs run long, a call would have been appreciated. Maybe a service window, versus a specific time should be given to manage the customer's expectation. Andrew arrived with the wrong material for the install. As we were talking about the installation process, it was not sounding like what Steve and I discussed, but before I could say anything, the supervisor called saying he had to wrong material for the install and needed to go back to the shop to get the proper material. He called at 2:28 to let me know he was ~ 18 minutes out. During the installation, he placed the unit resting on the PVC pipe running from the water heater pan to the drain, so it wasn't stable. The next day, the unit leaked, luckily, I caught it early. I thought it was because it was unstable, but Steve, who was fantastic through the entire process, arranged for Manwell to come out pretty quickly to assess/resolve the problem. Manwell discovered that the hose was positioned up and curled/was too long, so the water couldn't flow out properly. He said there was a lot of water in the uniit, and the hose position required the water to go up and then down through the long hose to the drain. We also discussed it being unstable. Manwell cut/placed the hose in a downward position so the water will flow in a downward direction and not back-up in the unit. He also added a piece of wood under a portion of the back to stabilize the unit, however, the front of the unit is still resting on the PVC pipe. A better solution would have been to support the entire front and back on wood, maybe 2 or 3 pieces to raise it off the pipe. I feel like I will need to do that myself now. Also, I'm not sure why Andrew cut such a big hole in the wall to install the bottom vent. The top vent was cut nicely. I don't know what happened at the bottom, which I now have to patch. Definitely could have been a better experience, but Steve's responsiveness made the difference.
Nicely done.
The website referenced what I needed, but the customer service experience when I called was friendly and accommodating. (Bill was fantastic) Steve, the Sales Representative was knowledgeable, pleasant, and interested in finding a solution for my problem.
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