Name: Richard C
Rating: 4
Review: We had two hot water tanks, one had a minor leak at the bottom and all of a sudden, the other had a major water fall leak from the top of the tank on November 27th., Thanksgiving eve.
I don’t recall their names unfortunately, but two men came out to evaluate the problems. After a couple hours, they made various suggestions about hot water tank replacements or tankless systems. They also highly recommended getting a new water softener because the one we had was too small and was not functioning properly. The prices they quoted were extremely super high, much more than we expected. Because we needed hot water, we opted to go with a tankless system and they said it would take 3 to 4 hours to install and could begin within 1 or 2 hours. At 6pm, two men showed up, Adrian and another tech, but I don’t recall his name. They were doing a lot of hard work and nearing completion, they noticed that the control panel was missing. It should have been in the box with the tankless system, but for some reason, it had been removed and not replaced. They stopped working at 10pm and said they can come back in the morning to complete the installation even though it would be Thanksgiving Day. I didn’t want to ruin their Thanksgiving, but they were perfectly acceptable to coming over to work and since we didn’t have any hot water, I agreed. They came by at approximately 8:30 am. They found a control panel at the warehouse and began the installation of it and to complete the rest of the installation. They were having other issues and seemingly struggled to resolve. The tankless system would run and create hot water for about 1 minute, then stop working and only cold water would come out. This happened repeatedly. I asked if the control panel was even the correct one for the tankless system and they were not sure. After about 5 hours they said they would have to come back the next day to try and fix everything.
They came back Friday morning along with other techs to try to resolve all the issues. After about another 4 to 5 hours and a lot more work and rework, they got everything fixed and seemingly fully functioning. So the quoted installation time was 3 to 4 hours, but it took about 13 to 14 hours and we went three days without hot water. After looking at the model number of the tankless system and seeing how much the retail price was online, I was further shocked by the mark up. Even when I factored in miscellaneous materials for installation, piping, etc and factored in generous labor, I still believe that they way over charged me, especially considering the quoted installation lead time vs. actual installation time. Because of all of that and still to this day not knowing if we have the correct control panel, I feel they should have given us a considerable discount.
About a week and a half later, we had them install a new water softener, which was also extremely expensive. There were no issues with installation or it functioning properly.
Even with the variety of issues and concerns, everything has been fixed, so I’m sure we will continue to use Goettl.
Date: 4 months ago