"So here's the thing...I understand if you have a policy, you have to stick with it. HOWEVER, when I called for service, the customer service representative asked if my unit was over 10 years old. I said probably, it looks really old. She said, ok, I'll get you scheduled. Eventually the technician showed up and was pleasant in demeanor, but then he looked at the unit, and said, its over 10 years old. I cant touch it. He proceeded to quote is for a few replacement options of our water heater. He eventually asked, have you tried relegating the pilot light. We said yes, but also we weren't really sure what we were doing or how to do it. He said ok, without offering any further advice or assistance. On his way out the door, he asked us to leave him a Google review, though admittedly he didn't help at all, but he was "nice" and asked us to leave 5 stars so he could get a kick back from his company. When headed out to his car, he turned around quickly to say he forgot there is a $99 fee. Paid the man. He left.
Now I have a few issues with this...
1.) If it is company policy, why did the phone rep not state after asking the age of my unit, that the service tech would not even be able to touch it and would still charge $99.
2.) My father in law came over shortly after, showed us that the pilot light was just really awkward to reach and then was able to light it. Literally nothing wrong, just went out from a draft during a rainstorm. Why didn't the tech, for the $99 service fee, even have the decency to try to light it at all or offer us advice of how to do it??
Like I stated, I understand company policy, but this seems to me like a bait and trap. As if the rep asked the age of my unit, then realizing this was a quick money grab sent the tech to literally make $99 with only spending exactly 7 mins in my home, only to turn around not having lifted a finger or sparing any effort on the customer. Really shady business practice....very dishonest. Highly disappointed."