I initiated a claim on 6/16/21 for a water heater replacement. My heater is leaking all over my basement, we have been having to soak up the water. I was told they cannot come until 6/22/21 and that it will be escalated. 6/17/21 contacted again for a response. - asked for manager. No response or returned call. 6/19/21 service tech randomly calls to show up to my home within minutes for the service. Tech wrote up the issue. 6/20/21 husband call and was given 6/22/21 time 8-12p. He also asked if we could pay the difference in a larger heater, and was told a supervisor would call and no return call was received. I call off for work for 6/22/21. On 6/22/21 at 12:01 pm after the appt window, I called DTE HPP and was told that my appt was canceled because they may not have had 2 people to install the tank. I requested to speak to a supervisor or manager and was told they were in meetings and someone would call - again no call no response. My husband called later was told by another rep that the appt was canceled by myself or my husband - which is not true due to the fact that we need the replacement and did not call back. He requested a manager and for the recorded call to cancel to be pulled since we are on a "recorded line" We were told a manager would call back, still no call. Another appt was scheduled for 6/23/21 for 12-4p. My husband left work to be home for the appt. At 11:21 am, I received a voicemail from the installer saying he cannot come install my tank today due to a family emergency. I called the 800-number again, explained my frustration and requested a manager. The rep places me on hold for a few minutes and returns saying the supervisor will TRY to get someone to my home today. I asked why do the managers/supervisors not return calls or come to the phone and she could not answer. This is a very poor business model. I've been enrolled in the HPP plan for many years as a renter and now as a homeowner. I have paid thousands of dollars for many years and signed up for the water heater replacement earlier this year due to receive a letter advertising the service. This is the 1st time that I'm using this plana and I feel disrespected and I do not appreciate the service or should I say non-service that DTE is providing. Now, I understand that "Covid" has caused some issue or delays but yet in still you did not stop/postpone billing for the service but I'm supposed to except no service and no response?? Is it because your the only "noted" energy provider in the area? Do you feel this is how customers should be treated? Your rep mentioned that I could hire someone to look at it and DTE would reimburse but when I asked it DTE will reimburse for the replacement - no reply just implied that the replacement would be scheduled. Why would I be paying $50 amount into this plan to have to turn around to hire someone and wait for DTE to reimburse me whenever its convenient? DTE waste no time collecting payment, or threatening shut offs, but I cannot receive the proper service??? I'm already in Belleville, Michigan where we lose power for absolutely no reason. People since up for DTE HPP needs because the services stated are generally for urgent matter, so its unclear as to what your business model is here. I'd like to hear from someone with some authority. You have inconvenience me on 6/19 by randomly calling for a drop by - it was pointless for him to verify what was already stated - the water is leaking all in my basement, 6/22 canceling my appointment, 6/23 canceling my appointment. You've coached your representative well at how to detour your customer, it is just terrible that they have to take the brunt of the anger and frustration due to a lack of response from the leadership. How will DTE appease me?