I called Benjamin Franklin Plumbing to get an estimate on buying and installing a new tankless hot water heater. The gentleman who came to the house was very professional, and explained everything in detail, answering all of my questions. My then-current tankless water heater, which I had had for more than 20 years was failing, so I knew I needed a new one, and I wanted to stay with a tankless water heater. The bad news was, venting through the chimney was no longer an option, so the location of the tank would have to be moved to an outside wall, which meant running both the water line and the gas line to the new location, and drilling a hole in the foundation--really thick sandstone--to vent to the outside. I had one other contractor come out for an estimate, but they really didn't know what they were doing, and they never got back to me with an estimate. I looked online for a better price, as their quoted price seemed a bit high; but in the end, I decided to go ahead with the deal. They came early one morning to make the installation. The two guys--Jeremy and Brian--were totally professional. They told me when they would be shutting off the water, the gas, the electricity; and when they would be turning each back on. They showed up on time, they did their work, and they finished by mid-afternoon, as they said they would. I was very pleased with their work, and the new hot water heater is working just fine. Although I still think the price was a bit high, included in the price are five annual 'tune-ups'--they will come to the house, flush out the system with a vinegar solution to prolong its life, and do whatever else is necessary for maintenance. Their installation includes pipes and valves surrounding the unit that make maintenance much easier. The whole system is modular, allowing for trading out bad parts (or the whole unit) if necessary. So it's an installation that really takes into account future maintenance, which, as far as I can tell, seems to be unique with Benjamin Franklin Plumbing. Their customer service seems very responsive and efficient (Mary seems to remember every customer and every detail). They also told me about the rebate program for purchasing a tankless hot water heater in Pennsylvania, a program that is still in effect. I'm in the process of filling out the paperwork, which is not nearly as hassle-free as installing the thing to begin with. If it all goes well, the state reimburses me $200. Most reassuring is that they know what they are doing with tankless gas water heaters.