We went with Mr. Tankless (and other company - Installer) because their advertising was everywhere, they seemed large and reputable and my brother-in-law used them (they had issues afterwards as well). Now I wish I had done more research. The Mr. Tankless salesman didn't mention the unit with the buffer that would have prevented the "cold water sandwich" to us. Beware there is an $89 annual cleaning/maintenance fee which pretty much eats up any savings you get from the unit and if you don't do the regular maintenance you void your warranty. After the installation (which was done during a basement renovation, which the book says is a no-no) our contractor was feeling faint so Active Temp had to come out to fix a gas leak. Imagine if we didn't have the contractor working down there what would have happened! Our own contractor had to seal the tankless unit's vent pipe that goes outside because the Mr. Tankless installer, Kevin, failed to do so. Then our furnace cleaner (Palmer Brothers) pointed out a number of code violations on the tankless unit which we never would have noticed had a professional not pointed them out to us. We tried to get Mr. Tankless/Active Temp Control out more than 5 times and they finally came to look at it but every time we booked the repairs nobody showed up. Finally we went to the TSSA (on the recommendation of the furnace person) and the representative told us there were very serious problems that needed to be fixed immediately and Active Temp showed up within 20 minute of her call to them. Needless to say they STILL didn't fix every problem and didn't clean up after themselves. We had to chase after them to come out again and we had to chase after them to properly fill out and submit the red tag so that our gas wouldn't be shut off.
We are EXTREMELY upset that Mr. Tankless/Active Temp Control did such a poor job and shudder to think what could have happened if we didn't have experts on site to notice the problems.
Natural Gas devices must always be installed my professional licensed installers. If you have had safety issues with this company report them to TSSA asap.
Update: August 30, 2011 - the installation is STILL NOT DONE RIGHT. We are now having a contractor come out to do the job correctly before Enbridge cuts off our gas supply. ADDITIONALLY I cannot believe that we are now being billed for our previous water heater tank because apparently Mr. Tankless/Active Temp did NOT RETURN THE TANK TO the company to which it belongs nor did they pay the outstanding amount so we are being billed. Now I owe over $500 for the missing tank, I am beside myself.
For those interested in suing (which I am now forced to do) the contact names on the Better Business Bureau website are:
Ms. Sarah Behashtei (Owners Assistant)
Mr Farzan Naghipour (Owner)
Mr. Glen Thomas
The installers name on the tag on the tankless unit is (which I bet is made up because he is not on the TSSA website) is Hamed G. Doust #00762004 even though the guy who came out initially was a very white young guy who told us his name was "Kevin".
If anybody has had luck in serving these people please let me know because the TSSA can't even locate them anymore.