We had a Rinnai tankless water heater go out on us when SDGE lost power and then came on again about 5 minutes later on a Saturday morning (8/18/2018). The heater was installed in 2004 and was well out of any warranties. Gabriel Gomez did a fine job of explaining my alternatives of fixing the old heater or replacing it with a new, current model heater.
He gave me the price for the new heater and I gave the OK to proceed. Gabe’s work and professionalism were top notch. He was courteous and always ready to field my questions. Towards the end of the job he checked our house water pressure and found us to be at street pressure, so he also replace the regulator. The whole job was at the original estimate and on time.
I only have one other comment that Gabe said was a management decision, so I will ask it here. Gabe bought the replacement unit, a Rinnai RL94eN, at Ferguson Plumbing and the price was about $1802 as he originally told me and that is what the bill came out to be. Subsequently, I went online and found a half dozen companies via Google search that had the same water heater for $1371 and free shipping and no tax. So, my question to management is, why did we not have the owner (me) or Bill Howe order the unit from one the reputable online companies, mark it up a bit for your profit (say 10% or 20%) and have it sent to my home? The mark up from $1371 to $1802 is about 31%. That degree of markup seems excessive.
I want to make sure you understand Gabe was completely honest and open with prices and explanation. It just seems silly not to buy the unit at a lower price.