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It's a fantastic product. In Illinois, it was a qualifier for a tax credit too, though that program may be over now.
We installed a commercial unit in a 40 unit apartment building about 6 months ago. The Vertex is saving them over $200 on the gas bill. The owner will make up the difference in cost from putting a conventional heater in in about 2 years. A.O. Smith has a savings calculator on their website too.
They've had one problem with the blower, but A.O. Smith had a warranty repair tech on site same day at $0 cost to the owner.
I recommend talking to your local A.O. Smith rep to get some product info before talking to your customer about the product.
Basically, the Vertex is a solid alternative to tankless. Similar install to a powervent.
I've had to work on a few! Very nice having everything up high to work on. Not laying down was good. They condensate like crazy. don't plug up the drain on the lower vent 90. That was 2 of the sevice calls. I've seen quite a few in restaurants and they seem to work good. 1 problem for me is no parts are stocked for them in west Michigan.