Mr. Tankless

Steve L.

Mr. Tankless refuses to refund all or any part of the $525 we paid for a new Navien control board and install labor. I called MT because the unit displayed a 003 error code several times. I was able to override the error and reset the unit - but, at the third instance, I figured it was time to call for help. So I called MT based on good reviews posted online. Here's what happened next.

During my first phone conversation with MT, MT stated that the control board needed to be replaced because this is their experience with the 003 and other error codes. MT dispatched a two-man team with a replacement control board. They installed this replacement board but could not get it to work correctly. Water temperatures fluctuated between cold and scalding when tested. And the unit did not respond to control settings at the front input panel. Also while testing, the mixing valve began knocking intermittently. At this point, the MT techs on site called Bob at MT, and Bob suggested that I needed to replace the entire unit - approximately $1600 for the unit plus $1600 for install labor.

Shortly after, I spoke with the Navien rep responsible for this geography. He put me in contact with a second plumber. Working with that second plumber and that Navien rep, I have since learned that Navien procedures call for plumbers to first inspect the unit, on site, opening it up, working through programming and error codes and components while talking with support techs to discover and identify the problem. MT failed to follow this Navien guidance. In addition, the MT techs working on site at my house called Bob for guidance; they did not call Navien, thereby failing to create a record of the repair at Navien.

With the Navien techs on the phone, that second plumber determined that MT failed to correctly set at least one dip switch on the new board. With that switch set in the wrong position, the replacement control board could not operate correctly. Also, because they were on the phone, that call by the second plumber created a repair record at Navien. Also, working error code by error code, that second plumber and the Navien techs discovered and determined that the tankless unit would not operate correctly because a wiring harness had burned out and was visibly charred -- something you can only discover by first opening up the unit, working on site, going through the error codes, inspecting components.

Knowing what I now know, working with the second plumber, I contend that MT did not follow Navien repair procedures that call for on-site inspection and diagnostics before any repair begins - procedures that also call for plumbers to work with Navien techs over the phone as they inspect and diagnose problems. Knowing what I now know, I contend that the original control board did not need to be replaced - because the wiring harness was the problem; the control board could not send and receive instructions over the bad wiring harness.

I have suggested to Bob at MT a compromise settlement - refund the cost of the control board, $325, while he uses the remaining balance of $200 to pay for the install labor of the MT team. Bob refuses.

That's my experience with Mr. Tankless.

Nine F.

I'm a couple of months late on writing this review, but Bob Lemons (Mr. Tankless), Brandon and Matt (I hope I got everyone's name right) were fantastic and I didn't want to pass up this opportunity to sing their praises. They replaced an old tankless heater in a rental house that I own in Elgin. They did a great job with diagnostics and installment of the new replacement unit. They were punctual, professional, informative and fast. I asked a bunch of curiosity-based questions (there's an engineer in me somewhere) and it's a big plus to me when the techs not only answer but take an interest in explaining how things work. Brandon was really great at this during the diagnostic visit.
The Mr. Tankless team was professionally and technically great. But here's the real thing that made them stand out for me - they were incredibly helpful and respectful of a very delicate situation regarding my tenant. Once they were explained the contours of the problem, these guys handled the difficult situation with a lot of finesse while still doing a super job. So big thanks, you guys! I'll definitely be calling you again!

Laura B.

Mr. Tankless was super responsive, reliable, and provided an estimate significantly less than a big named competitor. He answered any question I had right away. He installed a floodstop to our tankless water heater, which provides reassurance for future freezing weather. His installers were friendly, professional, and efficient. Would highly recommend!

Jill D.

Robert and crew were great! Our 16 year old old water heater needed to be replaced and I wanted more information about going tankless. I had concerns given that so many tankless went out during the epic freeze. They answers all my questions (I had a lot) and addressed concerns. The install took about 3 hours and they were very professional and took covid precautions. We were able to move it outdoors to free up the water heater closet. I did a ton of research on plumbers and all the recommendations were spot on for Mr. Tankless. Highly recommend.

Cynthia S.

Bob and his crew showed up ahead of schedule and were done within two hours. While this was probably not the toughest job they ever had to do there were several little issues that they handled professionally and quickly. They explain what is going on and make sure you understand everything that needs to be done. If you are considering a tankless water heater Mr Tankless should be at the top of your list.

Shawn W.

EXCELLENT! Bob came out same day to fix an issue with my tankless water heater and did a GREAT job at a fair price. Highly recommend!

Thomas L.

Shoulda called Bob Lemons at Mr. Tankless first. Two others flaked out on their appointments. Bob answered his phone right away (no "leave a message and we'll get back to you"). He set a time to come by and showed up on time. He could see that we were retired on fixed incomes and cut us the best deal he could. It was more than fair. He and his partner showed up early the next day and got the job done. Need a new water heater? Call Bob. You won't be disappointed.

Theresa B.

Bob was great to come out the very next day when our hot water heaters died. Installation was fast, he and his staff were all very efficient, friendly and respectful. Pricing was right on par with another quote we were given. After installation issues 1) We had a weird pressure issue in our master bath which Bob came right back out to address when we texted him. It was our shower head and had nothing to do with the new tankless heater, but he fixed the issue regardless. 2) The unit we had installed has a wifi module so that we could operate the tank remotely, which gave us a heck of a time. Not anything that was Bob's fault at all, it is all in the not so great app that Rinnai wrote. We learned that they have a new app and once we installed that, everything seems to be running smoothly. We appreciate the great customer service that Bob provided while we got the kinks worked out, and in such a crazy time with COVID making everything more complicated.

Cg B.

Bob at Mr. Tankless was able to replace our water heater in our Austin house the day we contacted him. He was responsive, friendly, efficient, neat, and got us a new water heater the same morning. The deep freeze this February destroyed our old water heater and other plumbers, hot water distributers/installers said we would have to wait longer and we had already been waiting a month. After contacting Bob, we had a water heater installed that same day. THANK YOU Bob.

Jan E.

Bob was fast to respond to my calls and texts during and immediately following the winter storm in February 2021. H gave me great advice over the phone on how to manage a busted tankless water heater during the storm. After the storm, he and his crew were able to install a new tankless water heater within a few days. They were fast, professional, and fair. I highly recommend them.