The process went very well overall. It took Joe a day to respond to my initial call, which was initially disappointing. When we talked on the phone, he determined that he should see the location due to some unusual location factors, so he turned around from where he was going and came to look the situation over. So, although I had to wait for a callback, he responded immediately when he talked to me rather than making me wait longer. He gave me good descriptions of the various options for replacing the unit, including pricing and realistic pros and cons of the options. When he and his assistant came to replace the unit, they were very courteous, and they did a couple tasks I planned to do myself upon removal of the old unit. (They scraped off some old floor tiles under the water heater location, and they also caulked along the bottom of a nearby wall to prevent any future water from seeping under the wall as had occurred with the leaking water heater.) Joe advised orienting the heater so the thermostat and drain faucet would not be at the edge of a narrow walkway as had occurred with the old unit. Joe showed knowledge, experience, common sense, and took the time to think about the situation rather than just slapping in a replacement unit as quickly as possible. In restrospect, they should have put a barrier down on some carpeting, as I had to remove some spots resulting from the process that they tried to clean up, but still were visible after their attempt dried. I did not get other bids, but the pricing seemed reasonable based on my knowledge of the products and process. Joe showed knowledge, experience, common sense, and took the time to think about the situation rather than just slapping in a replacement unit as quickly as possible. He and his assistant were courteous, were great at answering my questions, and got the job done quickly. Everything looked good to me, and I have had no problems in the subsequent 2 weeks.