Navien

Hello, Navien has received the complaint on behalf of Mr& Mrs [redacted] This complaint comes after Mr& Mrs [redacted] were in direct contact with our Labor Warranty claims department and their request for reimbursement was denied due to the fact that the labor warranty on their unit had expired effective 09/08/ Navien reviewed an invoice which Mr& Mrs [redacted] submitted during our review of the unit's service history and all applicable invoices, none of the service dates which were included in that invoice fall within the alloted year of labor warranty coverage dates, therefore the claim was denied and this was notified to them via email on 03/18/ The email thread with our decision is attached Thank you, [redacted] Technical Administrator [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThe warranty they provided does not match the one I was issued with the warranty card, which was filled out and returned to Navien within days of purchaseA copy of the warranty I was Issued is attached, and says nothing about internet sales Regards, [redacted]

[redacted] Complaint ID #: [redacted] Serial # [redacted] Dear Sir: We are in response to a consumer’s complaint which was filed with you on 08/28/regarding an issue with her replacement combination boilerThis consumer’s service provider had contacted us on 08/21/regarding a 3-way valve which had failed on her replacement unitUnfortunately, we were not able to cover this part because the consumer’s Years Parts Warranty had already expired at the time of the repairThe consumer’s warranty parameters are as follows: [redacted] -NG Warranty Parameters Unit Serial # [redacted] Installation Date: 04/18/(based on the original unit) Purpose: Residential Year Labor Warranty: Expired on 04/18/ Years Parts Warranty: Expired on 04/18/ Years Heat Exchanger Warranty: Active until 04/18/ Although the consumer’s Years Parts Warranty had already expired, we would like to cover this part if the consumer is willing to submit water quality samples to usWe have been attempting to reach out to this consumer directly by email to make our offer, however we have not received any response yet If the consumer would like us to send out the part, then please contact us so that we can arrange to have the parts sent out to the service provider’s address and to also obtain instructions for sending out the water samples to usShould you have any questions or concerns, do not hesitate to contact us -Sincerely, [redacted] Technical Administrator [redacted] ###-###-####

Hello, Since this complaint was originall filed, we at Navien Inchave been in direct contact with Mr [redacted] The consumer has been offered a unit replacement which he has recently accepted Should you have any other questions or concerns do not hesitate to contact us Regards, [redacted] Technical Administration

Better Business Bureau of San Diego Orange & Imperial Counties Attention: [redacted] Viewridge Avenue Suite San Diego, CA Complaint ID #: [redacted] Serial # [redacted] Dear Madam: We are in response to a consumer’s complaint which was filed with you for unit serial # [redacted] This consumer has been in contact with Navien’s Claim Department for consideration of payment of the labor costs incurred for the multiple trips needed for the consumer’s contractor to receive parts and repair the consumer’s unitOur department supervisor has thoroughly reviewed this consumer’s complaint and is willing to settle this case by reimbursing the consumer for the disputed amount Should you have any further questions or concerns do not hesitate to contact us -Sincerely, [redacted] ***

Hello, In regards to this request please note that as of the date of this response, Navien Inchas authorized a unit replacement for Ms [redacted] The authorization for a unit replacement was issued to her contractore on 01/15/ Should you require any additional information do not hesitate to contact us Regards, [redacted] Technical Administrator

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me if the replacement is an improved model I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Hello, We have reviewed the complaint from Mr [redacted] as well as the service history for the unit Our records indicate that unit Serial # [redacted] was registered with Navien Incon 06/04/with an installation date of 04/15/ Our Technicians have received phone calls from the contractor who stated the homeowner's original complaint was that the unit was taking too long to deliver hot water, the issue was originally addressed during a phone call on 06/04/2015, in which our technical support team verified the unit settings at the end of the phone call it was agreed that the unit was working as designed The system seemed to work fine for about a month before a second phone call was received from Mr [redacted] who stated the unit was receiving an Error code, he was advised to have a contractor onsite for further diagnosing & troubleshooting and complied with this request when the contractor reached out to our Technical Support a few days later for assistance the issue then was due to the addition of a water softner which had been previously installed Finally on August 25, it was deemed that the unit is undersized for the roman tub which is in Mr [redacted] 's home, the unit is working as designed it's just undersized for the current use of the home, this was addressed with the contractor on 08/25/and then again with the owner on 08/31/2015, the issues Mr [redacted] is experiencing are due to the roman tub this is not deemed a manufactured defect, therefore we respectfully decline Mr [redacted] 's request for the cost incurred with the multiple contractor's visit and or a full refund of the cost of the unit Should you have any questions or concerns do not hesitate to contact us for further review Thank you, [redacted] Technical Administror

Revdex.com of San Diego Orange & Imperial Counties Attention: [redacted] Viewridge Avenue, Suite San Diego, CA Complaint ID #: [redacted] Serial # [redacted] Dear Sir: We are in response to a consumer’s complaint which was filed with you on 07/29/in regards to issues relating to his tankless water heaterThis consumer has been in contact with Navien for consideration of covering the labor costs for having his unit replaced under warranty Our records for unit # [redacted] indicate that this product was initially registered on 06/28/with an installation date of 11/30/Navien worked diligently with the contractor to resolve their issues and decided to have the unit replaced under warranty on 06/28/Navien offers its products with Independent Warranty coverages which are all based on the original installation date and for unit # [redacted] is as follows: NR210A-LP Warranty Parameters Unit Serial # [redacted] Installation Date: 11/30/ Purpose: Residential Year Labor Warranty: Expired on 11/30/ Years Parts Warranty: Expired on 11/30/ Years Heat Exchanger Warranty: Active until 11/30/ Our products require maintenance of at least once a year, but the amount of service/maintenance varies by the area in which you reside, as some areas of the country have harder water than othersIn such areas the required maintenances might be or times a year and this is something which can be addressed with the consumer’s contractorWe would recommend the contractor to review page on the Service Manual regarding providing maintenance on the heat exchangerCurrently, no record of maintenance has been seen by Navien for this consumer’s product Based on all of this information, the request for labor reimbursement in the amount of $is respectfully denied on the basis that the unit’s labor warranty had already expired when the system malfunctionedNavien would advise to consult with the consumer’s contractor to determine the best maintenance plan in order to ensure that his replacement unit will perform optimally -Sincerely, [redacted] Technical Administrator [redacted] (800) 519-ext***

Revdex.com of San Diego Orange & Imperial Counties Attention: Christine Constran Viewridge Avenue Suite San Diego, CA Complaint ID #: [redacted] Serial # [redacted] Dear Madam: We are in response a consumer’s complaint that was submitted to you on 01/27/in regards to issues related to her original product (Serial # [redacted] ) and her replacement unitsThe consumer has requested that Navien replace her unit at no cost and also to cover the plumbing expenses incurred during repairsOur products carry independent warranties which are all based on the installation date of the original unit, which for this product are as follows: CH240(ASME)-NG Warranty Parameters Unit Serial # [redacted] Installation Date: 12/30/ Purpose: Residential Year Labor Warranty: Expired on 12/30/ Years Parts Warranty: Expired on 12/30/ Years Heat Exchanger Warranty: Active until 12/30/ Based on all the information above, Navien is unable to replace her unit at no cost because we have already replaced her unit multiple times with no resolutionNavien has exhausted every possible solution to address her issues and we have even reached out to a local Navien Service Specialist to have parts replaced at our expense Navien has offered to cover some labor for replacing her unit on 04/14/2016; however we have not received a labor claim regarding the unit replacementIn addition, Navien has offered to cover some labor for replacing a defective gas pressure sensor under warranty on 12/27/2012; however we have not received a labor claim regarding the part replacement eitherWe would advise that the consumer contact our Technical Administration Department at 1-800-519-option #to receive instructions on submitting a labor claim with Navien Should you have any further questions or concerns do not hesitate to contact us -Sincerely, [redacted] Technical Administrator [redacted] (800) 519-ext***

Hello, We are in receipt of the issues you are dealing with and in order to review your claim in it's entirety we require that you please provide us with your unit's serial number Should you have any questions or concerns do not hesitate to contact us Thank you, [redacted] [redacted] Technical Administrator P [redacted] F [redacted]

Hello, First and foremost Mr& Mrs [redacted] have been in direct contact with Navien as of 02/20/when they emailed us to notify us that after years the unit in question had finally been fixed Navien received Invoice # [redacted] dated 02/10/for the following service calls 12/16/14- gas valve adjustment to increase gas-to-air ratio; 01/08/15- replaced gps, aps,pressure tubes and control board, parts provided by Navien, under the year parts warranty, per invoice on 1/08/the unit was found frozen which lead to the unit not being abe to be filled and could not be fired either therefore requiring a third service call; 01/12/15- the bolier is now thawed out allowing the plumber to clean flame sensor and electrode on ignitor The unit was originally installed on 09/08/which brings me to my first point, based on the original installation date of 09/08/this unit's labor warranty expired effective 09/08/2014, as stated on your homeowner's manual, registration card and service manuals Navien offers indepent warranty coverages which are as follows: The warranty coverage commences on the original installation date which in this case, according to the information provided to our company, was on September 08, With this installation date this unit has the following manufacture warranty coverage periods available: year labor warranty coverage Expired on 09/08/ year parts warranty coverage; Expires on 09/08/ year heat exchanger warranty; Expires on 09/08/ Which now brings me to my next point Navien's manufacture warranties also have exclusions which again can be found in any of the many manuals and on our website Said exclusions include but are not limited to the following: Warranty Exclusions Product purchased through the internet, other e-commerce channels, or any installer that obtained the Product from a supplier or distributor not authorized by Navien Damages, malfunctions, or failures resulting from failure to install the water heater in accordance with applicable building codes, ordinances or plumbing and electrical trade practices; Damages, malfunctions or failures resulting from improper installation or failure to operate and maintain the water heater in accordance with the manufacturer's instructions provided; Damages, malfunctions or failures caused by abuse, negligence, alteration, accident, fire, flood, freezing, lightning and other acts of God; Damages, malfunctions or failures caused by poor water quality, lime or mineral buior sediment build-up; If the water heater is installed outdoors; Damage due to freezing; Improper installation (see Installation Manual) or if the product is not installed by a licensed installer Failure to perform regular maintenance Stolen or counterfeit products Previously installed products Based on the recent discovery of this unit being purchased through an ecommerce website all warranty for this unit is void Prior to this discovery Navien provided replacement parts for this unit under it's year parts warranty Navien researched all the history pertaining to this unit, trying to find a solution for these issues, even providing parts which should not have been warranted due the unit's online purchase, we went above and beyond all warranty terms set forth in our manual Based on all of these facts Navien is upholding it's decision to deny any and all warranty coverages for this unit Should any other questions or concerns arise from this, please do not hesitate to contact me Thank you, [redacted] Technical Administrator [redacted] [redacted]

Revdex.com of San Diego Orange & Imperial Counties Attention: [redacted] Viewridge Avenue Suite San Diego, CA Complaint ID #: [redacted] Serial # [redacted] Dear Madam: We are in response to a customer’s complaint which was filed with you for unit serial # [redacted] This complainant has been corresponding with our Technical Administration Department over the time period from 02/12/through 03/08/and has been respectfully declined on two occasions regarding the complainant’s requests Our records for unit # [redacted] indicate that this product was initially installed on 09/24/Navien Inc offers our products Independent Warranty coverage’s which are all based on the original installation date and for unit # [redacted] are as follows: CH240(ASME)-NG Warranty Parameters Unit Serial # [redacted] Installation Date: 09/24/ Purpose: Residential Use Year Labor Warranty: Expired on 09/24/ Years Parts Warranty: Active until 09/24/ Years Heat Exchanger Warranty: Active until 09/24/ Based on all of this information, the request for labor reimbursement in the amount of $is respectfully denied on the basis that the unit’s labor warranty had already expired when the system malfunctioned and required servicingAccording to our records, Navien Incwas first contacted regarding signs of a malfunction for this unit on 12/14/Unfortunately, the complainant’s Year Labor Warranty had already expired at the time the first call was received Navien Incworked diligently to provide available warranty service by replacing the unit under the consumer’s Year Heat Exchanger Warranty Should you have any further questions or concerns do not hesitate to contact us -Sincerely, [redacted] ***

Mr [redacted] , We are in receipt of your request for labor reimbursement and as most other companies we process claims on a Net days In order to verify your claims which you stated were submitted on 2/23/please confirm your unit's serial number for me and I will gladly perform the necessary research for these claims to be processed Thank you, [redacted] Technical Administrator P [redacted] F [redacted]

To whom it may concern,In regards to Ms [redacted] 's unit, it carries the following warranties based on the date of installation which Navien has as 8-11-2011: - year labor warranty expired on 8-11-- year parts warranty expired on 8-11-- year heat exchanger warranty expires on 8-11-2021On file, Navien has one warranty claim made to us which occurred on 12-11-which is the same date the unit was first registered for warrantyAlthough it is entirely possible that Ms [redacted] contacted Navien prior to this date, a warranty claim can only be made by a licensed plumber or contractor because we require troubleshooting and diagnostic information to determine the cause and solution to the problemIt appears that when her contractor came out in 2013, they did not contact Navien to file a warranty claim or ask for troubleshooting assistanceThe warranty policy uses the active warranties as the time the warranty claim is madeBecause the warranty claim was made in 2017, the part and labor were both an out of pocket expenseIf the part has not corrected her problem, no call has been made to Navien by a licensed professional to continue the troubleshooting processMs [redacted] has asked on numerous occasions for Navien to extend her warranties to cover this incident, however that claim has been denied each timeNavien does not allow for any extension of warrantiesAlso, even if a claim was made in 2013, it would be completely unrelated to the issue at hand now as these would be two separate warranty claims and we would not extend her warranty based on a previous warranty claim being made 3-years laterThank you, [redacted] Technical Administration SupervisorNavien, Inc

Revdex.com of San
DiegoOrange & Imperial CountiesAttention: *** ***Viewridge Avenue Suite 200San Diego, CA 92123Complaint ID #: ***Serial # ***Dear Madam:We are in direct communication
with the consumer regarding this complaint.
Since our last communication we have made the consumer an offer of
settlement via emailShould the consumer accept our offer he/she must respond
to Navien Incno later than April 01, 2016.
Should you have any questions or concerns do not hesitate to contact us.-Sincerely,*** ***
*** ***
***
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Navien claims that the system is undersized for a home of Sq Feet with bath We don't use the Tub, the problem and the issue we've been trying to resolve with NAVIEN is that the unit does not turn on with low flow 2GPM faucets In order to get hot water to take a shower, I must turn on the Tub which uses a 3/4" line with a Flow rate of 7GPM in order to get water pumped up thru the system, I am not using the Tub to take a shower The unit they are selling does not comply with CA water restrictions I was told to let the hot water run until it got hot, I can let the water run on any faucet in the house for 15-minutes at 2GPM and the water never gets hot...therefore the Heating chamber does not turn on when a 2GPM flow rate I am wasting water The sales Rep for the NAVIE, *** *** wrote to me and told me that I obviously don't understand how a Tankless unit works, "you save gas but you use more water"; Navien's Sales Rep is trying to sell me a PUMP to activate the unit as it does not work with LOW FLOW faucets, I've attached the text messages from Scott trying to sell me a recirculation pump.The unit stopped coming on at 2GPM after the ERROR that I got on July 4th...ever since the unit has malfunctioned and refuses to produce hot water at 2GPM I have gotten additional ERROR since then. In the attached brochure on the last page you will see that the unit is being advertised to turn on at .5GPM but it does not.]
Regards,
*** ***
"

Revdex.com of San Diego Orange & Imperial Counties Attention: Christine Constran Viewridge Avenue Suite San Diego, CA Complaint ID #: *** Serial # *** Dear Madam: We are in response to a consumer’s complaint which was submitted to
you on 12/06/in regards to serial # ***This consumer has been in contact with Navien for consideration of having his unit replaced under warranty during the troubleshooting process Our records for unit # *** indicate that this product was initially installed on 11/02/Navien offers its products with Independent Warranty coverages which are all based on the original installation dateProduct # *** carries a Year Labor Warranty, Years Parts Warranty, and Years Heat Exchanger Warranty Navien was first contacted regarding error code 352E on 11/28/Our technicians worked diligently with the consumer’s contractor and due to the inconveniences which the consumer and his family were faced with by not having any hot water on 11/28/2016, we expedited the delivery of the replacement water pressure sensor, ensuring that the issues were resolved in a timely fashionUnfortunately, the consumer’s contractor did not mention about external parts that were installed at the time of this call Navien was contacted again on 11/30/regarding water pressure fluctuations despite having the water pressure sensor replacedOur technicians ran some diagnostic tests with the consumer’s contractor and learned that an expansion tank was not installed correctly to the plumbing system connected to product # ***The expansion tank was installed on the domestic hot water side instead of the primary heating loop for space heatingThe expansion tank prevents pressure build-upThis installation mistake was likely causing issues that the consumer was experiencingOn the following day, we were notified of the changes made to correct the location of the expansion tank By fixing the expansion tank issue, we realized another issue with the installation involving the auto feederOur products come with an auto feeder built-in; however an external auto feeder was also installedIn attempt to further diagnose the issue, our technicians ran some diagnostic tests and troubleshooting, had the unit reset and the issues were no longer happeningThis is the last we’ve heard on these issuesNo additional issues have been reported to Navien since 12/01/ If further issues are being experienced, then Navien requires that the consumer’s contractor contact Technical Support for further assistanceThe consumer’s contractor may call Technical Support at *** extension #Our Technical Support Department is available days a week (except for Christmas Day and New Year’s Day)If a unit replacement is required, Tech Support will authorize it at that time Should you have any furthers questions or concerns do not hesitate to contact us -Sincerely, *** *** Technical Administrator *** *** *** *** ***

Revdex.com of San Diego Orange & Imperial Counties Attention: *** *** Viewridge Avenue Suite San Diego, CA Complaint ID #: *** Dear Sir: We are in response to a consumer’s complaint which was submitted to you on 04/06/in regards to
recent repairs done on her combination boilerThe consumer has been in contact with Navien in consideration for her labor bills to be covered under warranty Our records indicate that the consumer’s product was facing issues with cast iron clogging up the unitWe received a call from the consumer on 01/13/regarding her concerns and we discovered that black iron pipes were being used for her plumbingBased on our experience, the use of black iron pipes tends to cause problems within the heating loop due to cast iron residue clogging up the plumbing systemBased on page in our Installation & Operation Manual, it is recommended, “Prior to connecting plumbing to the boiler, flush the entire system to ensure it is free of sediment, flux, solder, scale, debris, or other impurities that may be harmful to the system and boilersDuring the assembly of the heating system, it is important to keep the inside of the piping free of any debris including construction and copper dust, sand and dirt.” Further, our warranty exclusions do not provide coverage for any “damages caused by local adverse conditions including but not limited to hard water deposits, lime or mineral build-up, operating in corrosive atmospheric elements.” In addition, our technicians covered multiple parts as a customer courtesy to assist them with their repairsWe recommended installing a magnetic filter and a dirt separator on the replacement unit to prevent this from happening again Based on all of the information above, Navien was not able to cover any labor costs because the problems were not related to a manufacturing defectNavien has been in touch with the consumer to rectify the problems and we have offered to cover $of labor costs as a customer courtesy for a small repair on the new unit Should you have any questions or concerns do not hesitate to contact us -Sincerely, *** *** Claims Coordinator ***@Navien.com (800) 519-ext

We are in receipt of this complaint and have been researching the unit service history. As per our records the unit in questions was installed on 05/16/yet was never registered with Navien Incfor warranty until 05/22/when the unit started to experience issues which required for the
contractor to call our Technical Support team. Navien Incissued parts replacements under warranty on 05/23/which was shipped ground as per the contractor's approval. The homeowner stated that we said since the homeowner had already been without hot water they could go without if for another week, this simply is not true. Had Navien been notified that the homeowner did not agree to a ground shipment the parts would have been overnighted