1800HEATERS

1) The technician that came out to help us was very nice. Not very knowledgeable about Tankless Water Heaters, but that is because. . . 2) The technician that was scheduled to come out originally, did not. . . I don't know if they got hung up, or forgot, but they did not show up, and when I called the office to ask what happened, they redirected the closest technician, who unfortunately had never dealt with tankless units before 3) I called the company (refered to them by Lowe's )on Friday because I had no hot water, and they said we could send pictures to a provided text line, and get the process started over the phone rather than waiting for a technician. I sent all the requested pictures, and some addition of different angles in case they needed go see something else, with a description of what I needed done (Replace my old leaking tankless heater with a new one from Lowe's). When I called back (as requested) to confirm the receipt of said pictures, I was told to resend the pictures to another number because they can't do anything over the phone and have to schedule an estimate to the time of $150 service fee which will be refunded if/when we decide to proceed with this company for the installation. 4) The technician that showed up, made all the necessary calls to his supervisor to explain the situation and sent additional pictures at Supers' request. We were then given an initial quote which was a little higher than I expected, but was still within the realm of normal. Then the tech went to call his office to confirm the quote with them, and came back saying that in addition to the previous quote, we would have to sign off on a gas line, and drain line that were out of code, and they would not be able to fix those things. Fine. . . it's an old house, I know that some things are probably out of date and need to be updated. However, the second quote we were given was practically double (it was $300 short of a full doubling) the price. And the additional work that was cited did not seem to match the price jump. TL:DR - Technician was helpful, Office staff and supervisors left a LOT to be desired. I will not be using this company, as I have little faith that they have the ability to keep the job straight and in control. I will be checking to see if Lowe's has other contractors that they use, and if not, I guess I'll have to go another route.

I had a very disappointing experience with 1-800-HEATERS regarding a warranty water heater replacement. On Friday, 2/6/26, I contacted the company to report a leaking water heater that was under warranty until July 2026. The initial representatives I spoke with, Jeremiah and Ellie, were professional and clearly explained that while the tank was covered, we would be responsible for approximately $1,010 in labor costs and a $100 permit fee. Based on this information, we scheduled the replacement for Saturday, 2/7/26. Although the technicians arrived promptly, we were then informed—only upon their arrival—that they do not shut off the main water valve. We were presented with two options: sign a liability waiver or contact the water company to shut off the water, despite it being a Saturday. At the same time, we were told there would be an additional $500 charge for valve work. None of these requirements or potential charges were disclosed during the scheduling calls. As we attempted to resolve the situation, the technicians left our home to attend other jobs, and we were told the work would need to be rescheduled. This was especially frustrating, as the delay was entirely due to a lack of communication from the company. When our water heater was replaced in 2018, no such requirements were imposed. Fortunately, I was able to reach the water company’s on-call representative, who arrived within 20 minutes. When I contacted 1-800-HEATERS to request the technicians return, the response I received was noticeably dismissive, which was disappointing given the circumstances. Before work resumed, I confirmed whether the replacement tank would carry the same 8+1 year warranty. I was informed that it would not, as the warranty had already been “used,” which conflicted with prior expectations and explanations. Once the work finally began, the installation itself took less than one hour. After completion, the technicians left the old tank and debris in my driveway for me to dispose of. Overall, this experience reflected poor communication, inconsistent information, and a lack of professionalism. Based on this experience, I cannot recommend 1-800-HEATERS.

Zero stars! Had a hot water heater installed yesterday and it stopped working yesterday! I called today and the rude Customer Service Rep told me I signed something that said the Technician told me I had low gas pressure and I initialed. Well, I did initial but, that is not what I thought I was signing off on. I didn't find out about the alleged gas pressured issue until I had to call him back in to the house because the pilot went out. That's when he mentioned it. Furthermore, I had the gas company come out as I was instructed to do and the gas company said there were NO gas pressure issues. Now what? The gas company also asked if the tech used a gauge to measure the pressure. He did not! He just guessed. I called back and I was told they had to get back to me. Crickets. Part 2 I called again and I was told that there is no 24 hour service. This rep told me he didn't know why the tech told me this. The rep said he'd deal with it when he came in to work at 10:00 "tomorrow." I said "are you saying that I have to go without hot water another day until you get to work and address this, long after my day begins?" He hung up on me. Wow! I plan to dispute the charge when it is no longer pending. They took my money for a service I did not get and now they're hanging up on me. They absolutely have the right one for this job!!!!!!!! Part 3 the tech also left a mess and did not put the cover on the fixture. He also left a trail of rusty water on the floors which I had to clean up. And....... I had to provide him with a drop cloth to protect my flooring. Here's the thing these companies train or half train technicians to install water heaters and they know nothing else! He didn't know how to troubleshoot so his first line of defense was you have low gas pressure. I'm beginning to think this is a scam. They wanted to be paid up front before the job was complete Thankfully, I paid with a credit card because I disputed the charge. ADDING TO THIS REVIEW!!!! I used my brand new Discover card to pay for the work. It's never been used before except when I handed it to the technician to pay for the service that he manually entered. Last week there was a $219.00 charge placed on the aforementioned card for a Lift which I don't even use. And.... whoever did that one also attempted to place a charge with Uber also. IT HAD TO Be 1-800-Heaters that used my card BECAUSE THRY ARE THE ONLY ONES WHO HAD THE CARD INFORMATION. HEADS UP THIEF. YOUR COMPANY IS BEING INVESTIGATED BY DISCOVER!