I missed Ken's initial quick response call but he followed up with an email message which I received. He was at my home at 8:00AM the next morning as promised. He inspected the situation with my leaking hot water heater (8 years old) and immediately provided me with my options to replace my power venting hot water heater with a very fair price. Ken returned with the new water heater and by 11:30AM, had hot water again with old tank taken away. Pleasant experience!