Who answered the phone? Who came out? I had a 180 degree different experience than you. They were also rude and arrogant on the phone. They argued over what Southwest Gas reported. I told them about a gas leak from my water heater per the reading instruments from SWG. They argued over the phone. I finally told the woman that "without seeing my water heater," she was going to tell me what was wrong? and that SWG who came out to see it was wrong? She finally backed down and sent someone. They were referred to me by the manufacturer's sales distributor. They said my gas leak was probably through the walls of my garage or my gas meter. Finally, they looked at the burner compartment like SWG had said. They found a leak inside the water heater. It caused corrosion to the gas tubing in the burner compartment. Gas leaked every time the water heater started up. They refused to give me a new water heater, probably to help out the manufacturer. They wanted to change the parts out. They wanted to charge $175.00 for labor and $100.00 for site visit. I wanted a new water heater since it was still under warranty. They said they would come back the same afternoon with parts. They never came back. We had to call around 3pm and they admitted they don't have the parts and won't know when they will find some off an old water heater. So, finally, I told them that I can't go without hot water in February indefinitely. I ordered a new water heater from Sears and told them NOT to bother LOOKING FOR PARTS. They called the next day and tried to tell me they found parts. Yeah, like we are idiots. They wanted to keep stalling until they found parts to not lose me as a customer. I think they purposely are helping the manufacturer to NOT HONOR WARRANTIES so they can still get paid for labor either way. If they install a new water heater or repair an old one, they still get paid labor. If they make the manufacturer happy, they will get plumbing referrals from them. NEVER will I trust them or use them again