Karen Brown from London

The call centre was less than helpful when I called on Sunday to report the hot water tank was leaking (pouring) water all over the basement floor. The person was not concerned that the water could not be turned off and even submitted the work order as "low priority". Thankfully, the repair person, Tony, was very helpful and when he arrived Monday morning, he replaced the water tank and water valve, properly hooked up the water lines although they had been reversed before, and ensured we knew exactly how to handle the situation should a leak occur again. The call centre should be in Canada and the people should understand what we mean when we say it's a serious problem. Fortunately the tank was a rental with free replacement. We were very dissatisfied with the call centre help and very satisfied with the repair person. Therefore our overall rating is a 3. We used to pay a monthly fee for coverage for heating and cooling services, but cancelled that when, during the winter months, the call centre failed to recognize the seriousness of us having to be without heat in freezing weather from Friday evening to Monday, even after I informed them I had been diagnosed that day with pneumonia. This had been the 2nd such incident and we decided enough is enough. We were forced to call in an outside company on both occasions, and decided there was no point in paying for service coverage we were not receiving.