COMPLAINT: Michael and Arlene Armstrong, Bexley, Ohio

"Heating Cooling Outlet of Columbus [Ohio] installed a new water heater, and everything went perfectly, or so we thought. Later, we noticed precipitation on the top of tank.

"Sam Levi, the vice president of sales, sent a plumber to tighten the dripping relief valve. That seemed to solve the problem, but then we started seeing rust on top of the hot water heater.

"This time, Sam came out and looked at the unit. He was very concerned. We noticed a bubbling of the paint on top of the tank in areas other than the dripping relief valve. Sam didn't know what was causing the problem and said he would speak with his Bradford-White sales rep.

"Thereafter, Sam sent a plumber who replaced the relief valve tubing with copper pipe and also replaced both dielectric unions. A month later, they sent a bill for $170. We left a message with the company, and Sam responded with a voicemail apologizing. He said we should ignore the invoice.

"Meanwhile, the rust still looked terrible. When we called again, Sam explained that a lot of people have worse rust on their hot water heaters. We told him we'd be willing to compromise. We'd pay a handyman to repaint the top of the tank if he would get us the paint. Meanwhile, the rust has gotten worse."

DESIRED RESOLUTION: "We would like the rust problem solved, as well as some touch-up paint."

COMPANY RESPONSE: Sam Levi, vice president of sales, Heating Cooling Outlet

"I am more than happy to help resolve their problem as soon as possible."

STATUS: Resolved

Editor's note: Heating Cooling Outlet sent a crew to install a new chimney liner, scrape the rust off and paint the top of the tank.

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