"Thank you Byron for your feedback. I understand and appreciate that being without hot water can be uncomfortable and stressful. And, I'm sorry we were not able to resolve it before the weekend. You had already done several things which definitely helped the process move forward, after you got stuck on what to do next and reached out to us. Tankless water heaters have many working parts and require proper diagnosis. Our policy is to call the Rinnai Pro Network and have a service tech walk us through the diagnostics and tests. He originally had told us that the gas valve was bad, and gave us a part number to order that. My tech didn't feel like that was the case, so he took it upon himself to pull apart the gas line inside the unit to prove that the valve was allowing gas to flow. So we called the tech support back, and received a diagnosis that the heat exchanger was needing to be cleaned. Their requirement to do this properly is to completely remove the heat exchanger to clean, and blow out any debris. Then when putting it back together it requires a gasket that would have to be ordered. (approximately a 3-4hr job, but not 8 hrs) So there was nothing we could do properly that day. I know it was Friday and that would require coming back after the part came in on Monday, and I am sorry for that. Upon inspection of the installation of the water heater we found that the vents were too close together, and the gas line wasn't properly sized for the unit. It was also 7 years old. We have found through experience that these models were made without an air screen to prevent the issue with debris in the heat exchanger. And typically after this "cleaning" of the heat exchanger, there will still be more problems down the line. So with all of this knowledge and experience, we recommended a new unit. A typical change out of and existing tankless usually runs less that $3000. But, due to the improper installation of the current one, some modifications were needed which ran it closer to a new install price of around $4000 (which includes the Rinnai 199k BTU condensing tankless). After giving the options of returning the following week with the gasket and spending several hours or just replacing the 7 yr old tankless, you said that you could do it yourself. Which I can appreciate, as I like to do repairs around the house myself as well. But our time to diagnose the issue after you had come to a wall in your attempts to repair, took time and has value in my opinion. I am glad that you were able to get it going, and hope there aren't any issues with it from not completely removing the exchanger and replacing the gasket. At Riverside Plumbing, we take pride in our customer service and doing repairs the right way. And I would urge anyone needing repairs done with a tankless to call a professional to properly diagnose and properly repair. And thank you again Byron for your feedback, so we can be sure to better articulate our position in the future and possibly mitigate these concerns moving forward!"