I purchased a Rinnai 94i water heater from Ontario Energy Source which was installed in December 2013. During that winter, the unit kept generating an error code 10 and shutting down. This unit was not installed according to the manufacturer’s guidelines.
The air intake for the water heater was placed too close to the existing furnace air exhaust. This was confirmed by the manufacturer Rinnai, the air intake for the water heater should have been no less than 12 inches apart from the furnace air exhaust and the Ontario Energy Source had installed only 2 inches apart. The warm moist air from the furnace exhaust would condense in the air intake for the water heater and the resulting ice build- up would cause the unit to malfunction. That winter I had to make numerous trips outside to manually remove the ice in order to get the unit to work otherwise my family would have no hot water. I forwarded my correspondence with Rinnai to Ontario Energy Source and Ray agreed to separate the pipes from one another. In August 2014, he directed his technician to put an extension and elbow on the air exhaust and direct it away from the air intake of the water heater. The air flow from the furnace exhaust was directed towards my brick wall. I told him that this was not to my expectation and the job was unsatisfactory. Ray said that the company was not going to spend any more time on the matter and he had followed the manufacturer’s protocol.
Last winter, the warm moist air from the furnace pipe that Ontario Energy Source moved to face the brick wall caused it to freeze and this resulted in damage to my bricks. I have forwarded pictures and called Ontario Energy Source on several occasions and have yet to receive a response. Does anybody know what other steps I can take to have Ontario Energy Source acknowledge their faulty workmanship and resolve this issue before further damage occurs?