Two years ago, this company installed a tankless water heater in my home. Just recently, the inlet valve failed and started leaking significantly. Even their own technician told me that this kind of failure after only two years is very rare, which made the situation even more concerning.
Yes, they replaced the part under warranty, but then they still charged me more than $300 for labour. That is completely unacceptable. If a key component fails unusually early, especially one related to a major home mechanical system, the customer should not be the one paying the price for that failure.
I raised this concern with the manager and even gave the example of how major car manufacturers sometimes stand behind faulty parts years later and fix them without charging owners. His response was essentially that they did not manufacture the valve, they only sold and installed it, so I still had to pay. That explanation does not make sense to me. If you are the one selling and installing the product, you should also stand behind the quality and reliability of what you put into a customer’s home.
What makes this even worse is the safety aspect. This was not some minor inconvenience. This was a leaking valve causing significant water leakage in my furnace room. What if I had not been home? What if the leak had continued and flooded my basement, causing major property damage? A failure like this has real safety and financial implications for homeowners.
From my experience, this company seems far more willing to come back, repair the problem, and charge labour than to take real responsibility when a product they installed fails abnormally early. That raises serious concerns for me about how much attention they give to the long-term reliability and safety of the products they sell and install.
Very disappointing experience. I cannot recommend them based on how this situation was handled.
Homeowners should think carefully before trusting this company with equipment that could cause serious water damage if it fails.
