Eric in Toronto

I have been having hot water tank issue in the beginning of April 2022, as the hot water is contaminated due to the water tank being 10 years old without any maintenance service offered by the company Enpure. I have a new born baby that is allergic to the hot water when using the hot water from the tab for shower and he got red rash. However, we tried boiling cold water, its good. Apr 4th, we called Enpure asking them to send technician over to take a look. Apr 5th, technician named Mark, came and said there is no issue, the water is fine, he left Apr 6th, we called at noon to complain, call centre says that they can give us a replacement unit if problem persist, they say that technician will try to come the same day, but no show Apr 7th, we called at noon again to complain that we need a technician NOW, they hang up our call. We only got a call late evening saying that they can only come tomorrow. Apr 8th, technician Jason came, even he thinks that service was needed, so he shut down the water, and he took out a nasty component out of the hot water tank, the component is full of toxic build up of the color yellowish green, he said its poisonous and DO NOT touch it, then he carefully wrapped it and replaced the part with a new one. He said we can observe for a few days, can always give Enpure a call if there is still issues. Apr 11th, we called customer service and asked to speak to manager, John. We told him, "if you cannot fix the problem, just give us a replacement or disconnect the unit", in which it was denied, he said he can only do so if he can get confirmation from Jason that this unit needs to be replaced, or if we sign another 10 year contract, we can get a new unit. Apr 13th, he called us back saying that he spoke to Jason, and the unit shall not be replaced. Now we are stuck with a contaminated unit, still pays monthly rent, cannot replace unless we sign another 10 year contract, no more technician unless we pay service fee. They need to either FIX THIS NOW or DISCONNECT the faulty unit! NOW!