When I looked up the gas heater on the website, I noticed it was listed as using natural gas. So I sent an email from the Contact Us section. I did not get a reply to that email. So a couple of days later I called the phone number listed, and was given the information that I needed to specify bottled gas, and I was also given the code to enter. This was helpful. The bottled gas version (Rinnai 15) had to be ordered in. I was phoned when the order arrived at the warehouse, and also emailed. The object of phone and email was to check that I actually wanted lpg version of the heater. I confirmed that, and then shortly afterwards was sent an email to say the delivery was on its way. So I am very happy with the follow-up, except for the initial email which was ignored. Thank you.