Five years ago, Love Plumbing replaced my hot water tank for around $1050. In May, the tank had rusted out and had to be replaced again. Luckily, it was still under warranty. I called Love Plumbing and they installed a new tank for about $1157. The plumber told us that the hot water tank company (AO Smith) would reimburse me for the cost of the hot water tank and he would submit that paperwork. After a month, I called Love Plumbing to ask about the status. They gave me a reference number and told me to call AO Smith, which I did. AO Smith said that Love's should have used the reference number to pick up a new hot water tank from a distributor at no cost and only charge me for installation, which is not what happened. Instead, Love Plumbing gave me a receipt that said " customer supplied tank, warranty replacement" and then submitted a claim from AO Smith in the amount of $402, which they kept instead of reimbursing to me. I promise you that my 70+ year old mother, who was home at the time of the service because I had to work, did not pick out a hot water tank for a gas home, strap it to the roof of her car, and give it to the plumber to install. He picked it up and then told her that is how they always put it on the receipt, something I doubt is true in hindsight. Clearly the $402 that they received from AO Smith should be reimbursed to me but I have called multiple times since June 7 to ask about it and have been told repeatedly that the service manager, Bobby, will call me back, which he has yet to do. Today I called to ask if Bobby actually worked there. He does! but he was out to lunch (of course). I left a voicemail and asked him to call me after 4:00 to catch me between meetings. He never called. I suspect--and had hoped--this could be resolved quickly with a company I have used in the past but now I have call my credit card company to file a complaint because I have to assume dishonesty is at the heart of the hesitancy to call me back. Obviously, I will never use them again and the people who have listened to me complain for the last week will probably not call either. Never mind the billing error, which is reason enough, they earned an "F" from me because that is terrible customer service. Final note, apparently the plumbers are also commissioned salesmen and will try to up sell you products, which happened here. Did I really need a water heater expansion tank? I don't know but I bought one because I wanted to trust the plumber who said it was now required by code and made it seem like a safety issue. Do I trust that he was telling the truth? How can I...I definitely feel cheated. I recommend steering clear.