Ilsa Tone on Google
a year ago
07/11/2020, 05:40 AM
Overall I was very, very happy with the experience I had with Water Heaters Now! replacing my old water heater.
--Website, speedy replies, easy scheduling, text option, helpful/nice staff. Their online contact method was super convenient and someone (Nate) reached out to me with a phone call within an hour of my submitting the inquiry. I missed Nate's initial call and when I called back and didn't catch him, he sent me a text message letting me know he'd call me right back. When we did connect on the phone, Nate was super helpful, explaining what to expect in terms of service and cost and getting me scheduled for mid-morning the next day. The ability to ask follow up questions via text was also super convenient and appreciated.
--Communication. On the morning of my appointment, someone (Sarah) called to let me know that a training session the WHN techs were participating in that morning was running long and that I should expect my tech to arrive closer to the end of my service window. Sarah was friendly and direct. I really appreciated the heads up and communication.
--Jake (technician). I can't say enough good things about Jake! He walked me through what he was going to do, updated me as he was doing it, and gave me a clear rundown of all that he'd done (and what would need to be done in the future for upkeep). He was friendly and courteous, putting a mask and shoe coverings on as soon as he came on my porch. Seeing that I had a 2-month old in the living room near the front door, he quickly switched to using the back door. Jake was great!!
--More website perks and ongoing service. Jake mentioned that HWN will send an annual 'clean your tank' reminder with video instruction of how to do it. He mentioned that their website has videos on how to replace the sacrificial corrosion rod as well. I wasn't expecting that continued service and appreciate it!
The Not Great:
--The second tech. A second tech arrived ~15 minutes after Jake arrived. I wasn't aware someone else would be coming (though that makes sense to help carry the new unit in and the old unit out), and I'd missed seeing a second truck pull up, so when I heard someone on my porch, I assumed it was Jake, possibly carrying something and needing the door opened. When I opened the door, and was clearly surprised to see a stranger ("Oh! Hi?"), the second tech didn't greet me, just came right in saying "I need to talk to Jake" (Jake was in the basement). He didn't put on a mask or shoe coverings (my biggest complaint). When Jake heard him and came up from the basement asking what he was doing and to come to the back door, the second tech stood in the middle of my living room (right next to my sleeping baby) to tell Jake, well, he had the unit at the front door not the back. His across-the-house discussion continued a few beats longer until he walked through the house to Jake in the basement. His inconsiderate "meh" service probably stands out more because of the exceptional service I received from everyone else at HWN.