I see a pattern. I had to get an appt way later than I wanted - and then they called me saying that they had to cancel. Message left on ans machine. The next day I called upset over the long awaited for cancellation - and they had a technician available. Abel arrived - very professional, tactful, and highly competent. He was not sure of what I was told by City of San Jose Building Inspection - and we arranged a conference call. Got to the meat of what was needed. He had to call someone from the office to give me an estimate. I was desperate and under a time crunch by City of San Jose. The charges were very high - I think because I refused / could not afford - a more expensive tankless water heater. Installation was great and professional - just way too expensive. It was explained we were a small non-profit: installation was about 20% of annual income.