Hydrosolution

After having a tank from them for 9 years it sprung a leak, or so I was told by the resident ground floor apartment in my building where my tank resides. At first I was relieved that I would not have to call a plumber. Finally I would get to use the repair service that comes free with membership.
The first individual I spoke with could not understand that my tank was located in the basement of my building inside another apartment. After 20 minutes of trying to explain this simple fact, I was transferred to someone who understood the situation. But they failed to inform me or my neighbour that they would need access to both apartments. Thus when they came, they had access to the apartment with the tank, but not to the apartment with the circuit box.
The second time they came, they arrived a half hour early. But the residents in one of the apartments were gone, as they had scheduled their day around the appointed repair time. The repairman left without doing anything.
When I called to schedule a third appointment, the customer service agent accused us of not providing access to the repairmen. She accepted no responsibility for the fact that the problems were ones Hydrosolution had caused. She further denied that the second repairman had arrived early. She insisted that he had arrived 40 minutes later than he really did, and further insisted that their repair people never lie. She refused to identify herself. When I demanded to speak to her supervisor I received an agent who refused to identify himself as well. He told me that he would hang up on me for failing to be productive. Why? Because I asked him who he was. Eventually he claimed to be the Director of Water Tank Division for Installations, but refused to give me his name. He defended the employees and did not accept responsibility for their wrong-​doing, except to acknowledge that full instructions should have been given to us.
The third repair man determined that my tank was fine. He was happy to inform me that the leak was coming from another resident’s tank that sits next to mine in the basement. (Both tanks btw are from Hyrdosolution.) Why, I thought, did not repair man #1 figure this out? But I dared not ask that. Instead I asked, are you going to inform your central office that another one of your customers has a leaking tank? «No,» he replied. Are you going to inform the building owner of the problem that a Hydrosolution tank is leaking in his building? «No,» he replied. Are you going to inform the resident that their tank is in trouble? «No,» he replied. He repeated each time that he only responds to orders for specific tanks, and that reporting on other defective Hydrosolution tanks is not his job. I told the building owner myself.
The fourth repair man (actually it was a team of 2 this time) came to the wrong address. They were instructed by the building owner to visit the apartment that holds the defective tank, and the resident’s apartment who uses the tank. Instead, they came to me. I assume that eventually the defective tank was replaced.
If that were not bad enough, they schedule a 5-​hour time frame during which the resident is expected to wait for them. Talk about inconvenient, especially if they end up coming 3 or 4 times in one week!
At every turn, Hydrosolution appears to be staffed by people who simply do not care, who lack internal policies and procedures geared toward quality control and service, and who do the bare minimum to not to get fired. No-​one takes responsibility for anything.
About 5 years earlier they sent a repairman to investigate why my hot water ran out so quickly. The guy failed determine that an element needed to be replaced, and claimed nothing was wrong. Then too, it was a lot of calling and convincing on my part to get anyone to understand that I had a problem. A second repairman had to be sent who knew what to do.
In the future, if I have a choice I will buy a tank at Sears and take my chances with a plumber.