Where do I began? My water heater went out Saturday night. My warranty company tried to reach them that night. Called my warranty company Sunday and they were still trying to reach them. Called again Monday morning since no one wanted to contact me and the warranty company gave me their number so that I could contact them. Called made a same day appointment. The contractor came out just to tell me yes, you need a new water heater and by the way you need to obtain a permit before we can do any work. I paid the deductible and he left. The next day I paid for the permit for a water heater-that's apparently new since last year. Stupid! Oh did I mention I had to pay for upgrades for the water heater too? I called Residential Service to tell them I got my permit. The lady then tells me that they're busy and won't be able to send anyone out today and if they can come tomorrow. I stated no because my family and I have been without hot water since Saturday night. The lady stated that the problem with scheduling was she couldn't get two guys out to help move my tank since it's so heavy. I asked if I found someone to help could I then get an appointment that day, she stated yes between 12p-4p. Around 3p I received a call to confirm my appointment for the next day, Wednesday between 12p-4p. Of course I was upset as I had to explain the conversation I had with the first scheduler that morning in which the new scheduler then states oh there's been a mix up. We can't come out we're too busy and it's a liability for someone else to help. Really?!!!!!! Why was I told something totally different? I believe I deserve some sort of discount/reimbursement. Leaving early from work waiting on contractors, having to bum at families houses in order for me and my family to shower. I contacted someone Saturday night!!!! 4 days is unacceptable. I was not allowed to have the owner's email, or phone number and when I call I'm told he's not there or in meetings. Summary: horrible, unreliable, $200+ later