Navien America Inc

Review: We had a Navien tankless hot water heater installed in our home on 1 Sep 2014. The unit did not function properly the entire time it was installed and we had to eventually spend more than $3,000 to replace it with a conventional hot water heater. The day the unit was installed we noticed that it was taking a long time to get hot water to our faucets and showers and that we had to adjust the shower temp many times before it would stabilize. We thought that we just needed to get used to the tankless unit so we decided to give it some time to see if things got better, but they never did. On 17 Sep 2014 I reported the problems to [redacted] (the company that installed the unit) and they contacted a Navien Rep. [redacted] and/or the Navien rep were at our home many times during the next several weeks doing many different things but never fixed the problems we were having. I decided to look on the internet to see what other people had to say about the Navien unit we had. I found several reviews stating that people were having the exact same issues that we were. The negative reviews validated our suspicions that the unit would never work properly no matter what repairs were performed. We gave Navien more than ample opportunity to fix the problems we were having but they couldn’t. I called the Navien rep on 6 Nov and told him we were replacing the tankless unit a conventional hot water heater and asked him how to request a refund. The rep said we gave Navien far more opportunity to fix this issue than what should be expected and that he work on the refund for us and get back with me. The Navien rep was not able to get us a refund so on 6 Jan 2015 I submitted a detailed explanation of what happened through Navien’s website and requested a full refund of parts and labor. I received an email response a few minutes later stating that Navien received my email and would get back with me, but they never did.Desired Settlement: Request a full refund of parts and labor ($2583) for the tankless hot water heater.

Business

Response:

Hello [redacted],

We received your complaint we have not received a claim for this customer. We are more than willing to review this claim and the homeowner can submit all invoices that he is seeking reimbursement on to me directly at [email protected]. We would also like to know where the unit is now, Serial # [redacted].

Technical Administrator

P. [redacted]

F. [redacted]

Consumer

Response:

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 below.Navien agreed to review my claim, not settle it.

I emailed the invoice to Navien as requested and I told them that the unit is in my garage. A copy of the invoice is attached.

Regards,[redacted]

Review: Installed a Tankless boiler hot water in 2012 and have had nothing but problems. Every 3 months the boiler shuts down or produces no hot water. I contacted their customer service today as in the past and asked that they address this issue because I am not using the installer because of problems and professional issues. Navien has refused to help and their customer service is as useless as their manual. When I call they tell me what the codes, word for word in the manual book. They offer no solution. The Boiler is garbage and they refuse to honor the warranty.Desired Settlement: I want Navien to send a certified pro they have on record to fix this issue. I have had so many problems with unethical installers, I refuse to waste my time because of poorly built product. I have tried enough. Today was the last day I will take cold shower after all the money I spent.

Business

Response:

Hello,

We have not previoulsy received labor request for this unit, but based on the unit's installation date 03/15/2012 the units labor warranty expired on 03/15/2013. However if the homeowner wishes for Navien to review his claims, he will need to submit a written request and attach all invoices for the numerous times he's had issues with this unit dating back to the installation date. Should you have any questions or concerns do not hesitate to contact us at [redacted].

Thank you,

Technical Administrator

Review: My Navien boiler has never worked properly. Company refused to replace the unit and only did the minimum. After a year, it stopped paying for labor but the problem persisted. Company continued to refuse to replace the unit. I was forced to pay labor costs for multiple service calls despite Company being on notice that its product was defective. Now, company refuses to refund labor costs. It has budged and is willing to replace the boiler BUT will not cover the installation costs.Desired Settlement: I would like labor costs refunded, cost of space heater refunded and a replacement boiler installed free of charge.

Business

Response:

Hello,

Since this complaint was originall filed, we at Navien Inc. have 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,

Technical Administration

Review: In August 2012 we have installed the Navien tankless heating device CH-240. We use the unit for both heating and hot water purposes. This is so called combi mode is fully supported by the manufacturer, based on the confirmation of its representative in Calgary, Mr. [redacted].

Since its installment we have issues with the unit for the total of 1.5 years. the unit was installed by the authorized Navien delaer - Cupid Plumbing and Heating back in August 2012. In spring 2013 we called the above contractor about 8-9 times to fix error codes 12E, which ersulted in loss of hot water. In the fall of 2013 (October) we installed the glycol tank (fully supported) and called the contractor about 4-5 times, again with 12E. In June 2015 we had an error message 02E and had to replace the pressure sensor and spent $1500+ for service calls. In October 2015 we have error code 16E for almost a week and do not have hot water. The Navien representative (Mr. [redacted]) had said that he can't get authorization to replace the unit, which causes so much issues. the recent issue with error code 16E required the pump replacement and Navien is charging for the equipment in spite of the fact that the unit is still under warranty. Both the quality of the equipment and the customer service are dismal. 3 different contractors: Cupid Plumbing and Heating,Ace Plumbing, Neptune Plumbing worked on the unit and it's still cannot be fixed.Desired Settlement: We need the faulty unit to be replaced under warranty, free of charge for both unit and labor. We spent already close to double the money of its original cost.

Business

Response:

Hello,

This is the first time that our Warranty department has been notified of a complaint from the consumer for said issues. We are willing to review the complaint as well as the service history for the unit but we will require that the consumer sent us a detailed/written request for said issues as well as provide us with any and all documentation for the numerous issues which the homeowner's have been faced with from the unit's original instalaltion date until the unit was authorized to replaced recently on November 03, 2015. Please provide all of the requested information to [redacted] and I will request a meeting with our Techinical Support Team and my Supervisor to see if there is anything additional that can be done.

Sincerely,

Review: Navien has a 15 year warranty on tankless water heaters. Ours stopped working after 2 years. The company was called on Friday, May 22. The part was not able to ship until Tuesday because of the Memorial Day holiday. The part was supposed to ship overnight on Tuesday, the 26. This is Thursday, the 28 and no part has been received. After calling today, the part was shipped ground. I was told this was because "we had been without hot water 2 weeks, what was another week". The part is not set to arrive until Monday. One week and half with no hot water.Desired Settlement: If the water heater can not be refunded. All parts and labor should be reimburserd for the inconvenience and hassle it has caused.

Business

Response:

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 05/16/2013 yet was never registered with Navien Inc. for warranty until 05/22/2015 when the unit started to experience issues which required for the contractor to call our Technical Support team. Navien Inc. issued parts replacements under warranty on 05/23/2015 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.

Review: I purchased their tankless water heater 1/12 years ago. The unit immediately was experiencing problems of not generating hot water. In fact we required service on 5 different occassions which is unusual for a brand new product. We were constantly experiencing irregular hot water flow to no hot water at all. The dealer of this product came out to our home several times and never really resolved the issue.

I contacted the manufacture since this unit was under warranty but they are not very well connected to the consumer. My last attempt to deal with the factory was about 2 weeks ago. The customer support department couldn't help me and suggested that we contact the dealer. We did but the dealer was unable to come that day. We couldn't go through another day without hot water and so we had to contact another repair company who was able to get hot water restored. We continue to experience inconsistent hot water flow and we are anticipating the unit to stop working again very soon.

We are looking for the manufacture to replace this unit with a new one or we will need to just buy another unit from a more reliable manufacture.

Thank you,

[redacted]Desired Settlement: Replace the unit as it was not working well from the date of installation or refund us our money.

Business

Response:

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,