Bests & Worsts Reviews from Amazon

I have a Rinnai RU98i that was installed by our builder in our newly built house in April of 2014 - we have had nothing but problems. They started around a year after it was installed, then about 9 months later, then 2 more times a few months later. Their customer support team is extremely nice and helpful but the product and the parts department are equally terrible. Not only have I had 4 problems in about 2.5 years but each time they send me a part for my plumber to install they either send the wrong part or don't send enough parts that they say they are going to send when I talk to them on the phone. Which has resulted in my family of 5 not having hot water for at least a week each time it is down. The last time I had a support call, the company offered to pay my plumber to install the parts they sent (the 2nd time they sent the correct parts, not the first) because I complained so much and it was the 3rd problem in 2 years. But when my plumber sent them the bill the way Rinnai asked him to, they sent a letter and a check for about 10% of the bill and said they refused to pay the rest. I then called back and they didn't have any record on file of that offer. I currently have a complaint filed today - it stopped working again. No hot water and it is 19 degrees outside. I have asked repeatedly for a new unit but they refuse to send me anything but parts. I AM DONE WITH RINNAI. DO NOT BUY THIS UNIT.