If your rented water heater malfunctions, you're on your own!

25 year old rental water heater fails in our newly purchased property and leaves a centimetre of water on the 30 square foot concrete floor in the basement. First technician from Heath states that the water heater indeed needs replacement and that I should call the office to set up an additional appointment. I think, “shouldn’t he be making that phonecall?” I look at him puzzled and inform him them I need a water heater immediately and help to clean up the water on the floor. Technician states that he’s not helping to clean up the water and informs me that “it’s not our water heater that made the mess, it’s your water,” “call your insurance.” Call my insurance? For what? A 30 dollar mop.

I call the company and they tell me they will not clean up the water and will charge me a fee for replacing the water heater with a new rental. I tell them to come get their water heater and refund my prepaid amount to September for the rental. They refuse a refund.

I spend 30 minutes cleaning up the water with my 30 dollar mop. Next technician shows up from Heath to remove the water heater and leaves the same centimetre of water on the floor. I ask if he is planning on cleaning up the water on the floor. He snaps back “I’m here to remove a water heater, not to clean up water.” Then he tries to project blame towards the home inspector for not informing us that we need a new water heater. I show him where my mop is. He rushes out of my house and I call after him “did you manage to clean up the water.” He states “yeap, but your mop broke.” So now I have a centimetre of water on the concrete floor and a broken $30 mop.

Rude technicians. Rude manager. The company told my husband that “business is good” so essentially they don’t have to treat their customers with any consideration.

In speaking with others at my workplace, my experience is not exclusive. If your water heater malfunctions, you're on your own!