Our water heater was broken. We told them what part we needed over the phone. They came with no parts at a charge of $146. They came back with the wrong part the next day. They went away and ordered the right part ( the one we had requested in the first place.) They came back the next day with a part that costs $68 on line and charged us $225 for the part and $632 to install it. A new water heater is not much more than this. We were without hot water for 3 days. This seems like a lot of money and because they goofed on the part order, we thought they might have discounted us the price of the first visit, especially as they could have brought the part with them the first time. Although we have been pleased with them in the past, we will never call them again.