Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for water heater companies that have earned the prestigious Diamond Certified award. For Water Heaters Only, Inc., satisfying customers starts with having a solid team of dedicated employees. “Besides being a family-owned business for almost 50 years, we have a very long staff tenure,” explains Marketing Director Yana Carpenter. “In fact, some of our field supervisors have been with us longer than some companies have been in business. Having a loyal team that’s invested in our success makes a big difference in the quality of the customer experience we provide.”

Water Heaters Only has been installing and repairing all types of water heaters (including tankless, electric and high-efficiency models) for residential and commercial clients in Solano County, Sacramento County, and the Greater Bay Area since 1968. The company has the in-house capabilities to solve most types of water heater issues, and its technicians are available 24/7 to handle emergency situations.

Unlike companies that spread themselves too thin by taking on a wide range of plumbing-related projects, Water Heaters Only draws upon its unique expertise to provide its clients with highly specialized service. “After exclusively working on water heaters for five decades, we have a level of expertise that’s unparalleled in the industry,” affirms Ms. Carpenter. “Besides the experience that comes from doing this day in and day out, our employees receive ongoing education on the latest innovations and changes in water heater technology, so they’re familiar with all the various products and plumbing codes.”

Another distinguishing attribute of Water Heaters Only is its round-the-clock responsiveness. “When a water heater fails, it’s almost always unexpected, which can be very inconvenient and frustrating,” says Ms. Carpenter. “That’s why we answer the phone 24/7, 365 days a year. Whether it’s two in the afternoon or two in the morning, we’ll be there to restore our customers’ hot water as quickly as possible.”

Due to changes in plumbing codes and technology, replacing your water heater may involve more than a simple swap.

“Water heaters have changed a lot over the last 15 years,” explains Yana Carpenter, marketing director at Water Heaters Only, Inc. in Grass Valley. “For example, new water heaters are being designed to comply with increased state and federal requirements for energy efficiency, safety, and air quality. Because of this, if you need to replace your water heater, there’s a good chance the new one will be a lot different than your old one, which can lead to complications.”

Ms. Carpenter says sizing is one of the most common problems that can result when replacing a water heater. “Because of the updated design, a lot of newer models are a bit wider than their predecessors, so if your water heater is located inside a closet, the new one may not fit. Another potential issue is ventilation. Since the burners on modern water heaters tend to be more sensitive to combustion air flow, there are some scenarios where ventilation needs to be improved to ensure safe and efficient performance.”

Due to these and other potential factors, Ms. Carpenter says water heater replacement should only be handled by a professional. “It’s really important to hire a qualified company that understands the new products and the code requirements for how they should be installed. Don’t try to do it yourself or have a handy friend do it for you—that can lead to an unsafe condition. Furthermore, if you decide to sell your house and the water heater isn’t installed to code, you could find yourself in a bind.”

While a professional’s expertise is crucial for replacing a conventional water heater, it’s even more critical when converting to a tankless water heater. “Tankless water heaters have very different power and ventilation requirements than conventional water heaters, and these need to be addressed at the time of replacement,” explains Ms. Carpenter. “We’ve had cases where we’ve gone out to service a tankless unit and found that none of the retrofit work was done correctly. This affects both functionality and safety, which is why converting to a tankless or high-efficiency water heater should only be done by a licensed professional who’s familiar with the technology and code requirements.”

Q: How long will my new water heater last?
A: Most water heaters last 10 years, depending on water quality and usage. Some fail after six years and some last up to 15 years, so it really depends on your situation.

Q: Should I get a tankless water heater for my home?
A: Tankless water heaters are a great option for some people, but they’re not right for every home. When a tankless water heater is sized and installed properly, it can free up space and provide enough hot water for the entire home. However, even though they’re more efficient at heating water, that doesn’t always translate to savings. If your hot water usage increases, it can actually negate the savings and upfront cost of the installation.

Q: Why is my water heater leaking?
A: If your water heater is leaking from the bottom, it’s usually because the internal tank is rusted and cracked. This happens when the glass coating wears off and the steel tank inside rusts away. Occasionally, a plumbing fitting will fail and a part on the water heater will need to be replaced. Water heaters can also leak when there’s excess pressure in the system and the safety valve opens to relieve the pressure. For this type of leak, the water will come out from a hose attached to the pipe.

Q: Why don’t I have hot water?
A: The pilot light on the water heater probably went out, which means the water heater can’t heat itself. This could be due to a faulty part or a small leak at the bottom of the tank. If you don’t feel comfortable relighting the pilot light yourself, we can send a technician to diagnose and fix the problem.

Q: Why is my water heater making a banging noise?
A: When sediment buildup hardens inside a water heater, the tank can make a loud, rumbling noise when the burner is on. It isn’t dangerous, but it is a sign that the water heater is working harder than usual and is on its way to failing.

Q: Do I really need to flush my water heater?
A: These days, most water heaters come with a self-cleaning dip tube that limits the amount of sediment that accumulates on the bottom of the tank. So, flushing your water heater isn’t as important as it used to be, but it’s still a good idea to drain a few gallons from the bottom of the tank once a year to help eliminate sediment buildup. If there’s hard water in your area, this is even more important.