Purchase and install tankless water heater
I purchased a tankless water heater from Mr. Tankless (division of Active Temp Control Inc.) as the price was good. However, after the installation was done on Friday afternoon, I heard running water through the pipes near the tankless water heater and water dripping down the drain in my basement. On Saturday, I called Active Temp to ask someone to come and check this out. They said the 24/7 service is only for emergencies and mine was not an emergency. I had to call back on Monday. I called back and the receptionist said the service manager will call me back. I never got any calls back, even though I kept calling back several times for the next few days. Meanwhile, the water is still running and I'm afraid my water bill will be enormous.
Finally, the receptionist said someone will come on Wed afternoon, but they never showed up for the scheduled time. They showed up a couple hours later, but said that the running water had nothing to do with the installation. I asked how that could be since I didn't have this problem till they showed up. They claimed it was a plumbing issue and I should call a plumber. They then left in a hurry.
My husband later checked the tap to the laundry tub in the basement and it turns out that the washer in the tap was melted from the solder used by Active Temp when they were welding the new pipe to our existing pipe. Since the washer was melted, this created the running water we were hearing. I called Active Temp about this and they of course have not called me back.
Terrible service and work.
- Approximate cost of services:
- $2,500.00
- Company Response
In response to Jane of Woodbridge, when she placed her call with Active Temp Control she stated she had a tankless installed the day before and she could hear running water through her pipes in her bsmt. The operator from Active Temp Control asked the customer if she could see any water or any leaks, the customer's reply was no, so therefore, the operator had said it sounds like a faucet was left on somewhere in the house. The operator then indicated to the customer to have a look around the house and check their faucets. The customer agreed. The operator then told the customer if there were any problems to call back as this was not a life threatening situation and didn't want to send a technician over if the customer had left a tap on. The customer never called back over the weekend. Monday came and the customer called back to schedule a time for a service technician to come to her home to check the sound of running water through her pipes. As the customer indicated it was not an emergency Active Temp told her our next available time was Wed. She then agreed Wed was good for her and we proceeded with that service call. Due to a high volume of traffic, which was was beyond our control, the technician arrived a little late. The techinician diagnosed the tankless but saw no indication of any running water. In regards to the faucet in the customer's laundry room she has indicated that it was melted with solder used by Active Temp Control. This faucet had nothing to do with the installation what so ever. The technicians solder copper piping NOT faucets or washers. Technicians do not stick pipes and solder up faucets so therefore it is well known that this customer had a faulty faucet due to a worn out washer.