Jane in Woodbridge

At the end of May, I had purchased and installed a tankless water heater from Mr. Tankless which is a division of Active Temp Control Inc. The installation was not done properly causing leaking water to run through the pipes and down the drain in my basement. The company did not come to look into the issue until several days later and only after repeated calls that I made to them. After a brief service call, they said that the problem had nothing to do with their installation and told me to call a plumber, even though the problem arose right after the installation was done. I would NOT recommend this company. I have outlined more details of the problems in a review under the company name "Active Temp Control Inc."

It is quite upsetting to find a company / contractor that has done a poor job on your home and also blames the customer for their mistakes. I actually went back to review carefully the contract I signed with them and there is a clause that states "Active Temp Control Inc. shall not be responsible for breakage or damage to existing structures during installation of its products." I should have been more diligent in reading the front AND back of the contract before signing. Several of the company's statements in their response are inaccurate. Firstly, I had wanted the company to come on the weekend to access the problem, but THEY said my situation was not considered an emergency and told me to call back on Monday if I was still hearing the running water. Secondly, as noted in my review, when I called on Monday, the service manager was supposed to call me back to set up an appointment. He never called back to set up the appointment even after repeated calls for the next few days. On Wednesday, the receptionist made the appointment for me for that day. Lastly, the technicians installed a new copper pipe which ran from the tankless system to one of our existing copper pipes which was connected to the hot water tap. If the company had investigated the problem, they would have realized that the junction where they soldered the new copper pipe to the existing copper pipe was directly above the hot water tap. To make a long story short, if a soldering job is done properly, the solder should not drip, but in this case, it was a messy job and after we investigated it ourselves, we found that the solder dripped down the pipe to the hot water tap, melting the washer inside, causing the leaking water. Some advice to others looking for a contractor: 1. Get referrals from friends and family or research on the net 2. Ensure they are licensed and insured 3. Read the contract in detail 4. Price should not be a sole consideration as a poor job will cost you more in the end I wrote this review to help others make more informed decisions regarding contractors, but also to try to get the company's attention as to the major problems they have in their operations. Hopefully, they will rectify things for the future, take responsibility and not blame the customer for their mistakes. After all, without customers, there is no business.

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.