Home Choice Services review: Electric tankless water heater diagnostic service

On September 4, 2026, a Home Choice Services technician came to my home to diagnose my electric tankless water heater, which had stopped working and was producing no hot water. I paid a $125 service fee for the service call.

When the technician arrived, he asked whether it was a tankless water heater and whether it was the only water heater in the home. Before opening the unit or performing diagnostic testing, he immediately told me that service/flush valves needed to be installed so the water heater could be flushed, indicating that this was the problem.

I questioned how he could determine that flushing was the cause when he had not yet checked why the unit was not operating. He then opened the water heater and checked for electrical power.

Initially, he told me there was no power reaching the unit. I explained that an electrician had inspected the water heater approximately one week earlier and had confirmed that power was reaching it. The technician then said that perhaps his meter was not working correctly. He left, returned, tested again, and this time confirmed that there was in fact power reaching the water heater.

After confirming power, he did not identify or explain any specific failed component to me. He did not tell me that he had found an electrical overload or an over-capacity condition, nor did he explain any testing that established one. Instead, he commented that these tankless water heaters were “very bad” and frequently had problems, said he would submit his notes and that someone would contact me, and left.

I later learned that Home Choice Services had submitted a diagnosis stating that the water heater failure was “not normal wear and tear due to over capacity/overload,” that the unit was “unrepairable,” and recommending replacement.

This was particularly concerning because none of that diagnosis was communicated or explained to me during the service visit. The technician never told me he had diagnosed an “over capacity/overload” condition, never identified what was supposedly overloaded, never explained what component had failed, and never explained what test or measurement supported that conclusion.

I want to be accurate: the technician did open the unit and eventually confirmed that electrical power was reaching it. My complaint is that I paid $125 for a professional diagnostic service, yet the specific diagnosis ultimately submitted by Home Choice Services was never demonstrated or explained to me during the appointment.

I believe a customer paying for a professional diagnostic service should receive a clear, technically supported explanation of what failed and how that conclusion was reached.