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"Our 23-year-old hot water heater failed and began leaking. We caught this before it did any damage to the house, and a plumber was out to look at it within a few hours. He quickly diagnosed the issue and provided recommendations as to what we could do moving forward. We opted to have a new hot water heater installed, and were scheduled for the next afternoon. The install went well with the installation crew showing up promptly at their scheduled time. They had the old heater out and the new one installed in short order. When they were about to light the pilot for the gas, the installer noticed a faint smell of gas, and after several minutes of probing around found a crack in the connection for the gas line. They discussed what they could do, and ordered another water heater. When that one arrived it was a used unit which was sent away, and the crew went to Home Depot/Lowes and bought a new one. Once the third unit was on site, it was installed in short order and we again had hot water. The price for this service seemed a bit high, but given the short turn times and the 24-hour availability that must be the driver. We paid approx $1,000 more than we thought it would cost based on knowing others who have had their heaters replaced. Lastly, we did not receive any paperwork aside from the invoice with notes attached. We were informed on the initial visit there was a 5-year warranty with a 100% remove and replacement of the heater if there were any issues. It would be nice to see this in writing though. I have never had an install happen without some sort of written warranty provided either on paper or via e-mail and attached with the invoice."

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