By Sunday morning I'd found the Tankless Concepts contact info via the Navien website and was able to reach them by phone. Yes, by phone, on a Sunday. I spoke with Linda, who was tending the booth at a trade show, and filled her in on the details of our situation. She said she could get someone out that day. By about 2:00pm, an estimator by the name of Ed was at our house to look over our stuff and provide advice and ultimately a quote. 

Ed was headed to the home show in Chantilly, Virginia when we called, at least 45 minutes away, but he detoured to our house to look at our job. As it turns out, I later learned that Ed is also the owner of Tankless Concepts, but unlike many business owners, he didn't feel the need to bring this up, instead just focusing on the task at hand, getting hot water back into our home. We've worked with other companies where the owner can do little more than talk about how he's the owner, and he tries to make you feel like you're special since he is gracing you with his presence. It's not that way at all with Ed, and that was a great surprise.

Ed spent about an hour and a half at our house, looking at the install, possible venting location, our needs, our preferences, and also educating us on tankless and their advantages/drawbacks. It was a great experience where we learned a whole lot without feeling forced into a decision. After all was said and done, Ed left us with some literature and a decision: would we like to install a Rinnai or a Navien tankless water heater?