If it is a millivolt type heater, the kind that has the tube type element in the pilot flame, it could be that. Make sure it is positioned in the center of the flame. It has to be heated up, in turn creates the voltage to keep the gas valve open and running properly. Not scary stuff to work on, turn off the gas valve and adjust. As far as being to hot, blow on it. Service calls that do not accomplish anything erk me. No wonder our insurance goes up every year and not down. I bet he still put in the claim and demanded his service charge.