Navien

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
While we agree that the labor and parts warranty are expired, we are disputing the refusal to make good on this boiler as the issues we still continue to have date back to the initial installation of the boiler in and have not been fixed by Navien. This issue in its entirety is outlined in the email attachment provided by Navien. My husbands email to them, their rejection, and our response to said rejection. That is what the dispute is. That we still continue to pay to try and fix the issues we have had since the initial installation of the boiler. None of the issues have been adequately addressed by Navien - they have not resulted in a working unit. As it stands now, we are faced with starting over again with a completely different unit from a different company. We have paid nearly double the cost of boiler itself and still do not have a working heat source. Sadly we will need to replace the non-working unit. Please advise if you need further details
Regards,*** & *** ***

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
Thankyou for your prompt follow up to my complaint, there seems to be some miss information being relayed to you. The first is that the expansion tanks were replaced due to a faulty feeder valve that kept over feeding the system. The second, is that the navien certified installer never said that we had poor water quality, Navien tried to say that, and he disagreed with them. He was on the phone with them right next to me. I have paper work for the following replacement parts within the last months;6/24/16-6/29/16: replaced feeder valve9/25/16: replaced main computer board11/21/16: replaced all the O-rings in the unit and tempsensorThere were many other visits that *** did not write up paperwork for where they replaced parts. 1/14/14-1/15/14: the unit was installed, not in December of 201310/1/15, the unit was flushed10/2016- unit was flushed *** plumbing and Heating( a recommended installer by Navien) can back up these events and provide additional info if needed. Their info is as follows;*** Burner ServiceJohnson Ave, Suite 3Bohemia, NY, 11716631-589-8916Navien is telling them, that we must layout all the money up front, and *** is disagreeing with them, We understand that we must pay a reinstallation fee, although, Navien should be reimbursing us for the failed attempts to fix the unit that we had to pay labor onBut we cannot pay the for the unit. Please help us
Regards,
*** ***

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.
Regards,
*** ***As stated before, I believe the heat exchanger was defective and according to the maintenance manual for NR-210ALP serial number *** there is no maintenance schedule for the heat exchanger in the booklet that came with the unit back years ago, and there is no page that goes beyond page in that manual, the contractor also said he never had any knowledge in that particular manual as noted above, apparently Navien has had issues with the heat exchanger in the past for this model and has enow made changes to their upgraded manual to include a maintenance schedule for the heat exchanger and as noted on the newer model that was replacedFurther damage was done to the drywall and carpet, which needs to be addressed because of the failure of this defective heat exchangerBecause of this I firmly believe that your on year limited warranty for labor is null and void, if the was a maintenance schedule for the heat exchanger noted above there would not have been a failure after only seven years of use

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
Regards,
*** ***
Copy sent to navien, today
As per our conversation please find receipt of boiler problems related to *** codeWe moved into the house 7/2014, the unit was installed and partially running heat 11/and had been experiencing *** problemsThere was some debris in the filter and cleaned outBased on the install plumber, Steve Susa and the maintenance Plumber Nebrasky, the pump was defective from the deliveryI have included the receipt of the last repair and request payment or partial payment for a defective unit. If either technician said it was not defective from the beginning I would not contact you but since the unit is running much more efficient, your tech team never asked to check the pump, it is clear the unit had a bad pump from the beginning. 3/16/3:11:PM (UTC)*** *** ***
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I AGREE TO PAY ABOVE TOTAL AMOUNT ACCORDING TO CARD ISSUER AGREEMENT (MERCHANT AGREEMENT IF CREDIT VOUCHER) 3/14/3:19:PM (UTC)*** *** ***
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I AGREE TO PAY ABOVE TOTAL AMOUNT ACCORDING TO CARD ISSUER AGREEMENT (MERCHANT AGREEMENT IF CREDIT VOUCHER)

Revdex.com of San
Diego
Orange & Imperial Counties
","serif"">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]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
  Complaint ID #: [redacted] Serial # [redacted]   Dear Sir:   We are in response to a consumer’s complaint which was filed...

with you on 08/28/2017 regarding an issue with her replacement combination boiler. This consumer’s service provider had contacted us on 08/21/2017 regarding a 3-way valve which had failed on her replacement unit. Unfortunately, we were not able to cover this part because the consumer’s 5 Years Parts Warranty had already expired at the time of the repair. The consumer’s warranty parameters are as follows:               [redacted]-NG Warranty Parameters             Unit Serial # [redacted]             Installation Date: 04/18/2012 (based on the original unit)             Purpose: Residential                         1 Year Labor Warranty: Expired on 04/18/2013                         5 Years Parts Warranty: Expired on 04/18/2017                         10 Years Heat Exchanger Warranty: Active until 04/18/2022   Although the consumer’s 5 Years Parts Warranty had already expired, we would like to cover this part if the consumer is willing to submit 2 water quality samples to us. We 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 us. Should you have any questions or concerns, do not hesitate to contact us.   -Sincerely,   [redacted] Technical Administrator [redacted] ###-###-####

Revdex.com of San Diego Orange & Imperial Counties Attention: [redacted] 4747 Viewridge Avenue, Suite 200 San Diego, CA 92123   Complaint ID #: [redacted] Serial # [redacted]   Dear Sir,   We would advise that the consumer review the Service Manual with his contractor to better understand the maintenance requirements. In particular, information regarding maintenance on the heat exchanger can be found on page 134 of our NR Service Manual, which states:   “For proper operation, unit longevity and warranty adherence, water supply to the water heater (must) meet National Secondary Drinking Water Regulations. In areas with hard water, a water softener or other conditioning may be needed. A periodic flushing procedure may also be required.”   Again, the consumer’s warranty parameters are as follows:             NR210A-LP Warranty Parameters             Unit Serial # [redacted]             Installation Date: 11/30/2010             Purpose: Residential                         1 Year Labor Warranty: Expired on 11/30/2011                         5 Years Parts Warranty: Expired on 11/30/2015                         15 Years Heat Exchanger Warranty: Active until 11/30/2025   Based on all of this information, the request for labor reimbursement in the amount of $500 is respectfully denied on the basis that the unit’s labor warranty had already expired when the system malfunctioned. Navien 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) 519-8794 ext. [redacted]

Revdex.com of San Diego Orange & Imperial Counties Attention: [redacted] 4747 Viewridge Avenue, Suite 200 San Diego, CA 92123   Complaint ID #: [redacted] Serial # [redacted]   Dear Sir:   We are in response to a consumer’s complaint which was filed with you on...

07/29/2017 in regards to issues relating to his tankless water heater. This 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 06/28/2017 with an installation date of 11/30/2010. Navien worked diligently with the contractor to resolve their issues and decided to have the unit replaced under warranty on 06/28/2017. Navien offers its products with 3 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: 11/30/2010             Purpose: Residential                         1 Year Labor Warranty: Expired on 11/30/2011                         5 Years Parts Warranty: Expired on 11/30/2015                         15 Years Heat Exchanger Warranty: Active until 11/30/2025   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 others. In such areas the required maintenances might be 2 or 3 times a year and this is something which can be addressed with the consumer’s contractor. We would recommend the contractor to review page 134 on the Service Manual regarding providing maintenance on the heat exchanger. Currently, 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 $500 is respectfully denied on the basis that the unit’s labor warranty had already expired when the system malfunctioned. Navien 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) 519-8794 ext. [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 below. 
Regards,
[redacted]
As I said in the first complaint, there was no maintenance schedule for the heat exchanger NR-210ALP, serial # [redacted], because of this the heat exchanger was defective and failed, and believe Navien is responsible and should reimburse the labor for the new unit. If they do not agree I am prepared to take them to small claims court.

RevDex.com of San Diego
Orange
& Imperial Counties
Attention:
[redacted]
4747
Viewridge Avenue Suite 200
San
Diego, CA 92123
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 unit. Our 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]
[redacted]
[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 below.
[Yes, Navien denied my claim twice.  I paid $6000 including labor for  this "lemon" Navien boiler/ water heater and the company refuses to cover the cost of a second installation after it had to be replaced after less than Han two years!  My first Navien boiler leaked a small amount almost from the beginning.  Having never experienced installing a new furnace I guess I assumed that was normal but when the leaks didn't stop but increased over time I decided to contact my plumber. My last furnace lasted longer than the 17 years I have owned my house!! The Navien company has three warranties but apparently none of them will cover the labor required when the product is faulty and has to be replaced. I value customer service more than the product in most situations.  I trusted in the product at the recommendation of my plumber. I am disappointed in this company both because the first installed $6000 product failed within two years, but more so because the company takes no responsibility for having produced and provided a faulty item to a trusting customer.] [redacted]

Hello,
We are in receipt of your complaint and request that you submit your invoices to be reviewed at [email protected].  When submitting your invoices please be sure to reference your unit's serial number for proper research. 
Thank you,
 
[redacted]
Technical...

Administrator
P. [redacted]
F. [redacted]

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,
[redacted]
Technical Administrator

Dear Mrs. [redacted], Thank you for contacting Navien regarding the issues you experienced. I reviewed the file and wanted to point out a few key points:-Navien only requested that parts be replaced on 3 separate occasions over the course of one year-The unit's issues were not...

reported to Navien until October 2015 which is when the unit was registered for warranty. Navien never received any calls in the 2 years prior when these supposed issues were taking place.-Navien has already approved the unit to be replaced. If your contractor told you that your refund is contingent upon testing, that is misinformation. The refund is only contingent on Navien receiving the old unit back. -A faulty expansion tank (not a Navien product) was noted on the first call in October 2015. Expansion tanks allow for pressure release. If the expansion tank failed and allowed pressure to build inside the Navien unit, it could have caused the issues you experienced and Navien still honored the warranty regardless.- There were also notes stating that the contractor changed out parts prior to ever contacting Navien and without Navien's approval or diagnosis.- In October of this year your contractor mentioned poor water quality which was clogging some of the valves. Although this is a warranty exclusion, Navien honored the warranty anyway.-It appears that little to maintenance was ever completed on the unit. A minimum of annual maintenance is required as part of the warranty. The warranty was honored regardless and the unit was authorized to be replaced.-Your labor warranty expired on December 11, 2014. Because of all of the collective information above Navien feels we have gone above and beyond the warranty promise. No labor costs will be covered by Navien. Thank you,[redacted]Technical Administrative Supervisor

Hello,
We have been in direct contact with Mr. [redacted] and previously denied the labor claim on 05/13/2015 due to the fact that the Original unit's warranty had been expired since 04/10/2011.  Navien authorized a unit replacement on 02/24/2015 which is nearly 4 years from the...

labor warranty expiration date.  Based on our records and service history for unit serial #[redacted] the unit was installed on 04/10/2010; Navien Inc. offers 3 Independent warranty coverages for its products which are all based on the initial installation date and are as follows:
1 Year Labor warranty which commences on the installation date 04/10/2010 and expired on 04/10/2011
5 Years Parts warranty which commences on the installation date 04/10/2010 and expired on 04/10/2015
15 Years Heat Exchanger warranty which commences on the installation date 04/10/2010 and expires on 04/10/2025
Based on our warranty parameters stated above the request for labor is 4 years past the expiration date therefore Navien Inc. has denied this claim.  If the consumer experiences issues with the replacement unit he will need to have a contractor onsite call into our Technicall Support team to address his concerns to help troubleshoot and diagnose the unit.  Should there be any further questions or concerns do not hesitate to contact us at [redacted]
 
[redacted],
Technical Administrator

Hello,
In regards to this request please note that as of the date of this response, Navien Inc. has authorized a unit replacement for Ms. [redacted].  The authorization for a unit replacement was issued to her contractore on 01/15/2016.  Should you require any additional...

information do not hesitate to contact us. 
Regards,
[redacted]
Technical Administrator

Mr. [redacted],
We are in receipt of your request for labor reimbursement and as most other companies we process claims on a Net 30 days.  In order to verify your claims which you stated were submitted on 2/23/15 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]

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,
[redacted]
[redacted]

Revdex.com of San Diego Orange & Imperial Counties Attention: Christine Constran 4747 Viewridge Avenue Suite 200 San Diego, CA 92123   Complaint ID #: [redacted] Serial # [redacted]   Dear Madam:   We are in response a consumer’s complaint that was submitted to you...

on 01/27/2017 in regards to issues related to her original product (Serial # [redacted]) and her replacement units. The consumer has requested that Navien replace her unit at no cost and also to cover the plumbing expenses incurred during repairs. Our products carry 3 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: 12/30/2011             Purpose: Residential                         1 Year Labor Warranty: Expired on 12/30/2012                         5 Years Parts Warranty: Expired on 12/30/2016                         10 Years Heat Exchanger Warranty: Active until 12/30/2021   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 resolution. Navien 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 replacement. In 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 either. We would advise that the consumer contact our Technical Administration Department at 1-800-519-8794 option #3 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) 519-8794 ext. [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: - 1 year labor warranty expired on 8-11-2012 - 5 year parts warranty expired on 8-11-2016 - 10 year heat exchanger warranty...

expires on 8-11-2021On file, Navien has one warranty claim made to us which occurred on 12-11-2017 which is the same date the unit was first registered for warranty. Although 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 problem. It appears that when her contractor came out in 2013, they did not contact Navien to file a warranty claim or ask for troubleshooting assistance. The warranty policy uses the active warranties as the time the warranty claim is made. Because the warranty claim was made in 2017, the part and labor were both an out of pocket expense. If the part has not corrected her problem, no call has been made to Navien by a licensed professional to continue the troubleshooting process. Ms. [redacted] has asked on numerous occasions for Navien to extend her warranties to cover this incident, however that claim has been denied each time. Navien does not allow for any extension of warranties. Also, 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 3-4 years later. Thank you,[redacted]Technical Administration SupervisorNavien, Inc