Customer has no hot water in home: * at arrival check water heater- found pilot light out on system * it took multiple attempts to keep the pilot light to hold and stay on * the thermocouple on the system was tested and is reading 19 mv- okay * secure thermocouple back in place and light pilot- stays lit again after multiple attempts * once lit water heater fires- black carbon debris can be seen inside the water heater * shut the system down and inspected flue piping and found same black carbon build up * spoke with RHEEM TECH SUPPORT AND OPEN CASE- we tested the gas pressure and found that gas was being released from the pilot side of the boiler without the knob being depressed and was reading gas pressure of 5.7 WC * the instructed me to shut the gas valve down to the system and that they would have the gas valve shipped out to the customer under warranty * gas was shut to the water heater and gas valve was shut down * customer to follow up once part has arrived for install