Sunwave

I moved into a new house and there was no hot water. I called sunwave numerous times to get this issue resolved - I was told by the builder that the hot water tank is a rental from Sunwave. It has been 11 days now since this issue was first observed and it is yet to be resolved. They have asked me to contact their subcontracted maintenance service directly to get this issue resolved as they are not able to get a hold of them! I called in again today and the customer service rep completely obsolved herself from any responsibility of this mess and was quite rude. She told me that she is just a messenger and will send a message to the service company. I have been hearing this for a while now from their customer service department but there has been no progress in resolving this issue. Is it their subcontractor that I pay for the service or them? If they are just a messenger then what is point of having them in the chain? This is the height of unprofessionalism and indicative of a company that has no regard for its customers. Stay away from this company if you can!