I modified my rating because of an apology and a promise that all of our issues will be addressed to our satisfaction shortly.
I don't like writing bad reviews, but in this case, it is warranted.
The sales person Joseph suggested that a tankless water heater would work as well - even better than our old heater. It does not. The water gets nowhere near as hot, and it takes longer to get hot water to our kitchen sink. It only slowly gets warmer. This compromise should have been explained to us when we were asking about tankless heaters. Even more concerning, is that I learned that there is a model that circulates and keeps hot the water to resolve this potential delay. I was not told about this model and it was not offered to me during the sales process. The installation process was terrible. Here is the installation feedback I left for Empower:
1) the installer concluded that he would need to put another hole in our floor in order to install the tankless water heater. I had specifically told the salesperson how I would like to have the installation proceed yet the installer said it could not be done. I then showed him how to do it, and ended up doing some of the work myself. The installer was simply not willing to take that small extra effort until I told him that I would prefer they leave and cancel the install. Had I left it with them, they would have installed two tubes in our bathroom floor 4 inches from the wall – right in the middle of the floor!
2) the installers were slow. They spent much of the time on the phone or outside of our house. There were at least two hours where no-one was in our house at all - excluding lunch. There was little communication with us. I felt they were purposely wasting time for no reason other than not complete the job until after 5 pm.
3) the installers were messy. They left our floors dirty, and when I offered a mop to clean them, they did use the mop, but they did a very poor job of it. We had to spend another hour cleaning their mess.
4) they were inconsiderate with COVID. After a few hours, they decided to stop wearing their masks while in our house.
5) It appeared to me that only one person was doing 80% of the work - the other person had disappeared for several hours.
Had they vacuumed the area after removing the old heater, they would not have tracked dirt all along our floors. There should be communication between the salesperson and the installers, they would have then known that we were concerned about how they would install the exhaust and intake. At one point I just wanted to cancel the whole deal I was so frustrated. This installation was not rocket science and I pity the consumer who has little experience in this – they would have been left with tubes running through their bathroom when it was not necessary. The installers are not as described by Joseph our salesperson. I was warned by a competitor that the installation from Empower can be less than desired, I mentioned that comment to Joseph and he assured me that their installers had nothing but 5 stars everywhere. If that is the case, then somehow Empower must be filtering the reviews.
