Update in response to owner response to my review: Everything you said is factually false. This is a premium quality manufactuerer water heater, standard 50 gallon. LHG is also the biggest company in the industry providing 24/7 support. After I spoke with this business, I got LHG on the phone within a few minutes every time and so claiming they were hard to get ahold of is a fake excuse for not trying to at all. Power vent, special flu - ha, nice try. It is disappointing to see this business lie through its teeth in response to my review below. I will provide all evidence needed for yelp staff to validate. Including pictures of my water heater and surrounding area that prove that this business is not acting within ethical boundaries to take advantage of the public trust.
We have a home warranty with Liberty Home Guard (LHG). Drain Terrier is a vendor enrolled with LHG to provide servicing for issues, like with water heaters.
Our water heater stopped working. Drain Terrier was hired and scheduled to come out. Upon arrive, they spent no more than 5 minutes looking at the water heater. They seemed more concerned about the age, ignoring model, quality or premium investments people make.
Made a blind statement to me that all water heaters need to be replaced after 10 years, doesn't matter make or model - not true at all. Not all water heaters are equal and we have one that has shown to run for 15-20 years (entire neighborhood still uses and no one replaced, we asked several folks..).
Anyways, I had to carry hot water around the whole house (think 10+ gallons several times a day) due to the lack of work done by this team. What they told me directly contradicted what they told LHG on the phone (everything is recorded by LHG), which put me in a very tough situation because I did not get coverage from LHG due to the lack of proper information provided (they kept changing the story with LHG apparently, all recorded again, can be obtained by LHG if needed by yelp staff for verification, I have evidence on how I got contradictory evidence for yelp staff to validate).
All in all, they just wanted to replace the unit and make money is what I can tell. They gave a jaw dropping quote of $3500 - this is a standard 50 gal water heater replacement.
We decided to call several other businesses, everyone quotes $1400-$1700 which is the standard rate. Not my first home, not the first time I had to replace a water heater. $1700 is with today's inflated rate.. $3500 is just shelfish.
Why shelfish? As I called over a dozen other companies, one decided to come and look at the unit first. They fixed the job for $269 and unit is running fine.
Long story short - don't trust these people. The service fee paid for the fist diagnostic was a sham so they can try to rip me off.
P.S. It's easier to replace a water heater than repair it because it makes more money for the company and costs the consumer (us) more, that is not the right thing for the customer and that is not what you were hired for.