Francesco Virgilio
1) The technician that came out to help us was very nice. Not very knowledgeable about Tankless Water Heaters, but that is because. . . 2) The technician that was scheduled to come out originally, did not. . . I don't know if they got hung up, or forgot, but they did not show up, and when I called the office to ask what happened, they redirected the closest technician, who unfortunately had never dealt with tankless units before 3) I called the company (refered to them by Lowe's )on Friday because I had no hot water, and they said we could send pictures to a provided text line, and get the process started over the phone rather than waiting for a technician. I sent all the requested pictures, and some addition of different angles in case they needed go see something else, with a description of what I needed done (Replace my old leaking tankless heater with a new one from Lowe's). When I called back (as requested) to confirm the receipt of said pictures, I was told to resend the pictures to another number because they can't do anything over the phone and have to schedule an estimate to the time of $150 service fee which will be refunded if/when we decide to proceed with this company for the installation. 4) The technician that showed up, made all the necessary calls to his supervisor to explain the situation and sent additional pictures at Supers' request. We were then given an initial quote which was a little higher than I expected, but was still within the realm of normal. Then the tech went to call his office to confirm the quote with them, and came back saying that in addition to the previous quote, we would have to sign off on a gas line, and drain line that were out of code, and they would not be able to fix those things. Fine. . . it's an old house, I know that some things are probably out of date and need to be updated. However, the second quote we were given was practically double (it was $300 short of a full doubling) the price. And the additional work that was cited did not seem to match the price jump. TL:DR - Technician was helpful, Office staff and supervisors left a LOT to be desired. I will not be using this company, as I have little faith that they have the ability to keep the job straight and in control. I will be checking to see if Lowe's has other contractors that they use, and if not, I guess I'll have to go another route.