Maybe it was just my technician. But when he busted out his vape pen and said it wasn't a cigarette and to not worry - I thought "what the hell". But what could I do- I had no hot water!!! In the end he fixed it. But I will be looking for a better company and will not refer this company to my real estate clients. I wish I was more shocked by this tech, but there are so many bad ones out there, that I am not shocked anymore - Just move on and find a new plumber.