During the winter 2013-2014, seven Insight homes in our community
had issues with frozen water lines into their Rinnai tankless hot water
system. Why? Because the geniuses at Insight directed Schagrin Gas,
the installer, to place the Rinnai on the interior garage wall but
mere inches away from an exterior garage wall which in many cases were not insulated. Result: when we experienced a cold spell, the water lines going into and out of the Rinnai froze, rendering the homeowner without hot water until the line was heated and the ice cleared. One model of Insight's, the Frank, the Rinnai was actually mounted on an exterior garage wall which was not insulated.
One would reasonably think that a builder claiming to build better houses would go back to the drawing board and re-position the Rinnai further inward to alleviate the freezing. During the recent cold spell during this winter,2014-2015, at least 5 homeowners in our community again experienced the frozen Rinnai lines and Insight sent an e-mail entitled "Dear Homeower, Our building experts want you to kno (sic), shut it" detailing steps to prevent frozen water lines. The e-mail concludes that there is only a "0.1667%" chance of frozen lines happening. Someone at Insight needs to check their facts.
During the summer 2014, a disgruntled Insght customer who could not get Insight
to fix numerous problems incurred during the construction of his home, went to the
extraordinary effort of creating a website detailing his issues with Insight. The site
was called "itsjustabadhouse." Insight took the individual to Chancery Court in New Castle County (not Sussex County) seeking to shut the website down. The defendent who was only looking to get the problems with his house fixed took the site down voluntarily when Insight finally agreed to do the right thing.