R.E.D. Plumbing, Inc.

Woke up Sunday, 26Apr26, with no hot water. R.E.D.'s number was on the tankless water heater with a number to call for service. Shortly after calling the number, KYLE, their serviceman/contractor, arrived. He was finished troubleshooting and had the problem diagnosed in under an hour. The issue was a faulty flow valve and the replacement part had to be ordered. He explained they, R.E.D. Plumbing, no longer represented the manufacturer, AO Smith, but that didn't stop him from going the extra mile to get us hot water as soon as possible. In order to save us money, he recommended I call AO Smith, provide them with the unit serial number (SN) and they could send me the part. I called them Monday morning, waded through all of their automated instructions, before getting the person who could send me the part. Thirty minutes later I provided the parts person with the SN only to have him tell me that it was for a round tank water heater, NOT a tankless; and, Kyle sent him a picture of the side panel. Here’s how Kyle went the extra mile. After I couldn't take it any further, he called the actual manufacturer of the unit himself and spent considerable time with AO Smith engineers to identify the part. AO Smith said they’d expedite the part. Apparently “expedite” means two-day delivery to AO Smith even after Kyle explained the urgency. Two days later, Kyle had the part was back again on Thursday to install it. He manually tested the valve before installing it and determined it was working. However, the part failed immediately when power was supplied to the unit. As a result, Kyle explained that there was bigger issue at hand, probably related to the circuit board. Moreover, his experience told him that the unit was old enough to begin expecting problems surfacing routinely. He recommended we consider replacing the 10-year-old unit rather than continue to throw money at it. We agreed and by that Saturday, 2May26, Kyle had a new tankless water heater up and running in about three hours max…and he was by himself! Six days without hot water through NO fault of Kyle’s. I have been owning a house for over 45 years. I can't recall ever dealing with such an excellent, polite and considerate serviceman/contractor. If anyone wants someone who knows what they’re doing, I STRONGLY recommend calling R.E.D. Plumbing and insist on Kyle. He will explain everything that needs doing technically, and in way that’s easily understood and makes sense to us layman. It’s nice to see professionals in action. Moreover, it is because of Kyle I gave the 5 Star rating.