Helen McLaughlin from Sudbury

We live in Sudbury, On. and required a service call for a leaking hot water tank. I tried contacting the company through the webpage email form. I did this twice with no response. This process was over a period of 5 days. A garbled message was left and I had to try Star 69 to determine the phone number of the caller. I called and called and called and called and no one answered the phone. My husband ended up driving to the company office to finally speak to someone. The manager agreed it was a frustrating experience and said help would be given within a half hour. A call was made to our house and said a serviceman would be at our home later in the evening between 7 and 11 pm. A very pleasant, polite an obliging young man arrived before 7 pm and quickly went about his job. He replaced the old unit with a new one. The job took less than an hour. His name is Matt and his Service # is 1920. He is an asset to this company. I would suggest to you that after our terrible experience with the call centre that you consider changing your Customer Service telephone people. We tried contacting them for several days and never got anyone to answer. We wasted a lot of time. Matt is the main reason I rate the review at 8. We are pleased to receive a replacement unit for our rental but the time spent trying to contact a service rep and the ensuing frustration was unacceptable. Keep the phone service local. Thank you for this opportunity and hopefully you will keep our suggestion in mind. Larry and Helen McLaughlin Sudbury, Ontario.