The owner sent out a knowledgeable, polite representative who was even early (same day service). He did everything he could but the problem was not something he could solve on the water heater as a small ooze of water had rusted the parts together.
They were ready to replace the water heater but I decided to go with someone on the manufacturer's list.
The owner was completely professional, nice and even reduced the price quoted for the original visit.
LOTS of integrity!