When the hot water heater first started "coding", I called around looking for someone to repair it. No one in our area works on Rinnai on-demand propane hot water heaters. I called Rinnai. They started a case number for me referred me to 2 companies close to us who have been trained on Rinnai hot water heaters - I chose the closest: Tri-Tech Heating and Cooling.
The technician came out, diagnosed the problem, told me he would look into warranty coverage and order the part and told me it would be about a week.
1 week later: I call Tri-Tech and ask about the part. The part isn't in yet.
1 1/2 weeks later: I call Tri-Tech. Still no part in.
2 weeks later: I call Tri-Tech. The part had never been shipped. They company shipping it will 2 day rush it.
2 days later: I call Tri-Tech. Still no part and we have to wait over another weekend.
After the weekend (by this time we are on vacation with family): Part is finally in and they can come out in 3 days, yes, 3 days. They have taken 3 weeks now to get a part but they still can't come out for 3 more days. I state/ask, "So this is covered by warranty and we won't have any service charge due to the delay, correct?" Oh no, it's not covered under warranty and they "have to charge for service".
We have had this heater LESS THAN A YEAR and it took 3 WEEKS to get a part in.
I told her I'd get back to her; I don't like to give in to outbursts of anger.
I contacted Rinnai and asked, "why on earth isn't the heater part isn't covered under warranty???!!!"
Rinnai and then Tri-Tech both called and both assured me it was covered under warranty and we would not need to pay for the service either.
4 weeks after I first call Tri-Tech: The technician comes out, replaces the part and the machine still codes. The technician then tells me he's going to call his co-worker who is trained on Rinnai machines.
TRI-TECH SENT OUT A TECHNICIAN WHO HADN'T EVEN BEEN TRAINED TO WORK ON RINNAI HOT WATER HEATERS! I just can't fathom. I don't even know what to say. But, seriously if I had a customer call and ask if I service Rinnai machines and I was a service company, I might just send out THE TRAINED TECHNICIAN!!
The trained technician did come out that day and diagnosed another problem. This, of course, needed another part. We were also told at this point that we needed a larger propane tank.
5 weeks and counting: The TRAINED technician came out and replaced the part.
We replaced the 5 gallon propane tank with a 23 gallon.
6th week: Hot Water Heater WORKS.
7 weeks and it's time to call again: Tri-Tech tells me they can have someone come out late Monday afternoon.
Late Monday afternoon: No one calls or comes. I call them and am told, "we said if there was someone in that area they would stop by." NO, NO, you did NOT! You told me that about the part your technician left out of my heater, the one still sitting on top of the heater!! They decided they could have someone come out the next afternoon.
Tuesday afternoon: Tri-Tech sends out the now NEWLY TRAINED technician (the first guy who came out). He diagnoses yet another problem, with the possibility of another problem. He's going to order the part and come back in a few days.
8 weeks after this fiasco begins: The technician calls to say that it's probably our propane tank that is the issue...except this time he talks to my husband.
My husband quite firmly
tells him that he does not trust him at all.
Then my husband starts researching. I contact a friend who said they might be able to help if Tri-Tech can't. Our friend reminds us that the company who installed the propane lines and the heater might know if there is any validity to the claim about the propane tank being a problem.
I called Twin City about the propane. I was able to talk to the technician within an hour. He explained propane tanks, heater usage, etc. and referred us to AcmeGas. For sure though we probably blew out our propane tank regulator by using the wrong size propane tank from the beginning of using the machine.
At this point I am done. I do not understand propane tanks and on-demand hot water heaters and my limited understanding of BTU's is not helping me in the situation.
The one thing I am understanding is that quite possibly the "best on the market" hot water heater I purchased is maybe just a tad to "best" for a Tiny House. I pass the name and number on to my husband and apologize for quite possibly buying a (very expensive and wonderful) hot water heater our poor propane tanks can't handle.
My husband called AcmeGas, ordered a new regulator for the propane tank and warned me about the possible sale of our amazing hot water heater.
I've learned a couple things:
- I will never call Tri-Tech again
- I will not be making any decisions (purchases or otherwise) related to building the house
- I will be a very unhappy person if whatever hot water heater we end up with does not provide a LONG hot shower!
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