I called this company thinking it was sending someone to diagnose the problem and give me courses of action to consider for fixing my hot water heater. I basically was paying $90 for their person to drive to my house, to tell me what I told them. The process confused me, as the technician spent a few minutes alone preparing the document of what the company could do. There was no preliminary examination to diagnose the issue. I think the technician was only executing company policy, which seems severely flawed! I recommend the business model/practice be revised. When people untrained in such repairs call, they are calling because they are looking for a remedy, at a low or reasonable cost. I paid for a diagnostic test so the whole event was not a waste to me or the technician. Too expensive, especially when the fix was simple.