Longtime customer of Boston Standard here. We are preparing our house for potential sale and our realtor suggested replacing the water heater preemptively given it is 11 years old and the expected lifetime is only 10 years. We never had an issue with the old one leaking. Two weeks ago Boston Standard installed a brand new electric heater. Tonight, after the kids went to bed (thank god) around 8pm the water heater started spraying water all over the utility closet and walls and leaking on the floor due to a leak in a pipe going to the water heater. It seems like the pipes are misaligned. I saw on Google their hours are “24/7” but when my husband called they said no one was available to come out tonight so they would send someone tomorrow after 8am (???) and the dispatcher said they couldn’t call anyone tonight even though it was only like 8:30pm. They are just available “24/7” for answering phones and scheduling appts. So I just want everyone to know they do NOT actually provide 24/7 service and we would actually have to call another plumber (and probably pay separately) to get it fixed now. Also the dispatcher did not have much helpful advice on how to mitigate any damage. The only thing she told us was to put towels down. The tank is next to a wall that is adjacent with our neighbors unit and I am concerned it will damage our unit and also theirs and am also concerned Boston Standard will not pay for the damages. I would like to reevaluate our contract with this company after this is over.
Update — they did send a technician (Thomas) the next day by 8am and fixed the issue without charging us so I am pleased with the resolution. I still think the hours on google should not say open 24 hrs if they aren’t able to send techs out in the middle of the night. I would have gladly paid an extra fee to have overnight service.
