Willfixit

I purchased a Rheem Performance 40 gal Tall 6-year 36,000 BTU Natural Gas Tank Water Heater SKU *******147 from Home Depot, who contracts Will Fix It as their service provider to install and setup the unit. After the installation was complete, there was no mention of any operating issues or missing parts. Two hours later I checked to determine if the unit was operating properly. To my dissatisfaction, the water from the faucets did not flow with a slight degree of warm water. I made my way to the garage to do a visual inspection of the unit, which felt cold. The Light Indicator was completely off with the knob in the off position. I reached out to Will Fix It to advise that the unit was completely off and was scheduled with a technician to ignite the pilot the next day, Saturday, October 22nd at 10:30am which was canceled by Will Fix It the next morning and rescheduled for Monday, October 24th in the morning. The technician arrived as scheduled, who advised my mother that a Pilot Assembly (SP*******B) was needed and couldn't complete the service call. I reached out and spoke to a manager to who advised that a component was missing and that a part had been ordered and should arrive at her place in four (4) days. The manager made no effort to meet expectations nor offered a quick resolution, only boasting that if it had been one of their units, they would be out there. He advised that once the part comes in, give them a call to install at no additional cost. Contrary to their website, they demonstrated no exceptional service, leaving us completely dissatisfied. On Tuesday, October 25th, a voicemail was left by Darrell with ABC Plumbing, who does warranty work for Rheem, stating that he received a dispatch to take care of the water heater and advised to call him once the part comes in. The component was delivered on Saturday, October 29th, which I made a call as advised, only to be told that he does not work on the weekends, and if we can confirm for Monday, October 31st. On Monday, October 31st, Darrell, along with a partner, arrived as scheduled and worked on the unit for nearly two (2) hours. After completion, he stated he ordered an additional part that was required (Thermal Release Device SP*******B) which he had with him and installed. The plumber stated that if he did not have the component, we would have waited four more days for the device to arrive. Ten (10) days without hot water is unacceptable and is contrary to what's being promoted. The whole experience has left me very upset and undervalued as a first-time customer of Will Fix it. This experience has inconvenienced us, especially for my 80-year-old mother, who does not find cold showers comforting at all. The only quick service offer I got from the manager was to transfer my call to their accounting department to make a payment. Their reply on Yelp.com advising to reach out their Quality Assurance Representative to take an opportunity to improve their services was putting the responsibility on Rheem's Warranty Parts Service for the delay in lieu of taking accountability for initially ordering the wrong or additional part. Big fail on quality service, timely appointments, and skilled team members.