u/Leandro_r_s

Looking for perspective and leaving a warning for anyone buying tankless water heaters through big-box store contractors.

The Setup: Three years ago, I paid $7,000 to replace an old tank heater with a new tankless system, contracted through Lowe's installation services and completed by ARS / Rescue Rooter.

The Issue:

1. Improper Installation: The ARS technicians reused an old drain line instead of running a pipe/tubing rated for acidic condensate (pH 3–5) produced by tankless systems. Reddit
2. The Damage: Three years in, the line corroded through and failed, causing $5,000 in internal water damage to drywall and framing. Reddit
3. Warranty Hostage: The manufacturer honored the product warranty and shipped a brand-new replacement unit directly to ARS. However, ARS is refusing to release or deliver the manufacturer-supplied heater to me unless I pay them $2,500 in labor/replacement charges.

Lesson: If you are upgrading to a tankless unit, verify every foot of condensate piping yourself to ensure it handles acid.And be extremely wary of how third-party big-box installers handle manufacturer warranty claims down the line.