Answers to the questions dealers and sales reps ask most about the Water Heater Comfort Plan. Each section links to the article with the full details.
Getting enabled
What licenses or certifications do we need?
A state or local plumbing license. Manufacturer installer certifications are recommended, not required. Enablement is set for the parent organization, so every branch is covered once the parent is enabled. See Water Heater: Getting Enabled.
We were just enabled, but water heater doesn't show in the portal. Are we on?
Log out and log back in, and it should appear. Then schedule an orientation with your channel account manager. To request enablement, see Water Heater: Getting Enabled.
Is the program available in my state?
Every state except Minnesota. The program is not currently available in Minnesota. Your organization also needs a license linked for that state.
The portal says "No organization contract options available." What do I do?
Water heater contracts aren't set up for that state yet. Open a Sales Support chat with the state and account. Ops can usually add it within a day, and you may need a new quote afterward.
Credit and pricing
What's the minimum FICO score?
FICO is the higher of TransUnion and Equifax, from a soft pull, with no DTI check.
The FICO minimum is being updated, so contact your channel account manager for the current number.
How long is the lease term?
10 years only. Escalator options are 0%, 0.99% or 1.99% a year.
Is there a minimum or maximum lease amount?
The minimum is $1,800, and it's enforced, so a small tank swap may not qualify. For the maximum, contact your channel account manager.
Can a customer qualify with an ITIN?
No. At least the last 4 digits of the SSN are required, and the full SSN is recommended.
Why can't I get pricing ("No pricing options available")?
Most often, water heater pricing hasn't been added to your organization. Your org admin can add it, or open a Sales Support chat. It's usually not a credit problem. See Water Heater: Credit Parameters & Sending Contracts.
Selling and contracts
Can a water heater go on the same account as HVAC?
No. Each product needs its own account and contract. A homeowner can add a water heater where they already have HVAC, but not a second water heater at the same address.
Can a customer use the same email for more than one project?
Only at the same property. Each property address needs its own email.
Can I sell a water heater together with solar?
Yes, as two separate sales: solar through the Energy Plan flow and the water heater through Comfort Plan, each with its own contract.
Do I need a utility bill?
No.
The job changed on site. Do I need a change order?
If the price or the equipment changes, yes. You can absorb extra cost without one, but any change to the price, or a different water heater than the one on the contract, requires a change order. See Water Heater: Change Orders.
Equipment and scope
What types of water heaters are covered?
Gas tank or tankless, and electric tank, tankless or heat pump. Conversions are covered too: gas to electric, tank to tankless, and standard to heat pump. Complete replacements only, and boilers aren't eligible.
Which brands can we install?
Any model from an approved brand: A.O. Smith, Rheem, Bradford White, GE Appliances, American Water Heaters, Kenmore, EcoSmart, Bosch, Rinnai, Navien, American Standard and Cala. See Water Heater: Approved Vendor List (AVL).
What extra work can I include in the price?
Plumbing work around the tank (sediment trap, re-pipe, stand, drain pan, mixing valve, gas line, venting, permit fees), listed components (expansion tank, condensate pump, ducting kit, vacuum breaker, powered anode, spin-down filter), and a new 240V circuit for a heat pump. Other items only when code requires them. See Water Heater: Program Overview.
The water heater I installed isn't in the dropdown. How do I submit?
The dropdown lists approved brands, and model and serial are typed in. If the brand isn't approved, the unit can't be leased. If it's approved but missing, open a Sales Support chat.
Install and QC
How many install photos are required?
Two: a straight-on, glare-free photo of the data plate showing model and serial, and a wide view of the installed unit and its surroundings. If you can't photograph the data plate, a photo of the box sticker or distributor invoice is accepted. Other photos are optional. Also upload your install contract, work order or signed invoice, with a total within $100 of the financed amount. See Water Heater: Installation Requirements.
When does the homeowner sign off?
The checklist is available from NTP, and the 3-day window starts when you submit the install package, running alongside QC review. The homeowner can sign off on install day. If they don't act, it auto-approves after 3 days.
What happens if QC has a concern about venting or safety?
It goes to a Lead, who aims to decide within 24 hours, weekends and holidays included. The test is whether it's safe. If it clearly isn't, the package is rejected. If it's unclear, the Lead asks you for more information or another photo.
Customer and billing
When do the customer's payments start?
About 30 days after the install is complete (installed, working, and permits signed off), and at least 15 days after the first invoice. Payments fall on the same day each month.
Is there a late fee?
Yes. $25, starting 20 days after the due date.
What happens at the end of the 10-year term?
The lease renews year to year for up to 5 years, or the customer can take a 3-year renewal at 75% of the final year's payment. The year-15 purchase is at fair market value. Always offer new equipment. See Water Heater: End of Term & Buyout Options.
How does a buyout work?
The buyout is the greater of the remaining payments discounted at 6%, or 22% of the financed cost. Homeowners can start a buyout or transfer by calling 855-339-1831.
Service and warranty
A customer's water heater is leaking. Who do they call?
You, the installing dealer. If the customer calls Palmetto, the work order comes back to you. You own all service issues for the first 90 days after install approval. See Water Heater: Warranty & Service.
What does the warranty cover, and when does it start?
Parts for 10 years no matter what the manufacturer covers (the manufacturer covers at least the first 5, Palmetto the rest), plus service labor for the full lease term. It starts at install, and Palmetto registers the parts warranty after install approval.
Will I get a confirmation when my service invoice is approved?
Not automatically. Approval can take up to 10 business days. Org admins can turn on email notifications in Organization Settings.
What's the support number for reps in the home?
Text INSTALLER to 888-531-3327, or use the portal chat. Homeowners can call 855-339-1831.