Navien

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 submitted to...

you on 01/03/2017 in regards to serial # [redacted]. This consumer has been in contact with Navien’s Claims Department for consideration of replacing his unit under warranty.   Our records indicate that this product was purchased on-line from an e-commerce website based off a phone call that was made with our Technical Support Department on 11/22/2016. Based on Navien’s Distributor Policy, Navien’s product warranties may be void in the event that the product was purchased through the internet or other e-commerce channels. I have attached a copy of our Navien Warranty Agreement in reference to this policy.   Therefore based on all the information that is available to us, the request for a unit replacement is respectfully denied on the basis that the product’s warranties have been voided due to online purchase.   Should you have any furthers questions or concerns do not hesitate to contact us.   -Sincerely,   [redacted]-[redacted] Technical Administrator [redacted].[redacted]@Navien.com (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. The warranty they provided does not match the one I was issued with the warranty card, which was filled out and returned to Navien within 30 days of purchase. A copy of the warranty I was Issued is attached, and says nothing about internet sales.
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 Inc. on 06/04/2015 with an installation date of 04/15/2015.  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, 2015 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 08/25/2015 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

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 09/08/2014.  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 1 year of labor warranty coverage dates, therefore the claim was denied and this was notified to them via email on 03/18/2015.  The email thread with our decision is attached.   
 
Thank you,
 
[redacted]
Technical Administrator
[redacted] 
[redacted]

Hello,
First and foremost Mr. & Mrs. [redacted] have been in direct contact with Navien as of 02/20/2015 when they emailed us to notify us that after 2 years the unit in question had finally been fixed.  Navien received Invoice #[redacted] dated 02/10/2015 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 5 year parts warranty, per invoice on 1/08/15 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 09/08/2013 which brings me to my first point, based on the original installation date of 09/08/2013 this unit's labor warranty expired effective 09/08/2014, as stated on your homeowner's manual, registration card and service manuals.  Navien offers 3 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, 2013.  With this installation date this unit has the following manufacture warranty coverage periods available:
1 year labor warranty coverage Expired on 09/08/2014
5 year parts warranty coverage; Expires on 09/08/2018
10 year heat exchanger warranty; Expires on 09/08/2023
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 normal 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 build-up or 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 5 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:
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 [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]. 
[redacted]
Technical Administrator
P. [redacted] 
F. [redacted]

To [redacted],             We would like to request you to reopen the complaint. Please find our response to CID # [redacted] below: We have been in direct communication with consumer [redacted] and have mutually come to an agreement that Navien Inc. will pay a portion of the reinstallation costs associated with the unit replacement. Ms. [redacted] has been notified of this and has accepted our offer. Therefore, we will be closing this case. Should you have any questions or concerns, do not hesitate to contact us. Thank you. Sincerely, [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.
I filed a complaint (#11079205) on January 9, 2016 against Navien America Inc. to have my CH-240-LP combination boiler replaced with a new NCB model that does not have so many problems. On January 15, 2016 Navien told my dealer, Hamburg Supply Co. in Hamburg, NJ, "give her whatever she wants". I told my dealer that I wanted the CH-240-LP replaced with a new NCB model. My dealer said that Navien agreed. Based on this information I dropped my complaint through the Revdex.com. Now on January 25, 2016 my dealer tells me that the unit is in his store but that Navien says that they will not cover the cost of labor ($800) to replace the old unit with the new unit. In my dictionary 'replace' means "to put back in the proper place or position" which in this case is hanging on the wall connected to all piping and electrical components. This requires labor by a qualified serviceman. I am a retired senior citizen on a very limited income, I have already spent way too much of my savings on this unit. Therefore I am requesting that Navien do the honorable thing by supplying the unit and labor to replace the malfunctioning unit. Navien replace my CH-240-LP with their improved Model NCB including the cost of installation. 
Regards,
[redacted]

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,
[redacted]
Technical Administration

Revdex.com of San Diego Orange & Imperial Counties Attention: [redacted] 4747 Viewridge Avenue Suite 200 San Diego, CA 92123   Complaint ID #: [redacted] Serial # 8[redacted]   Dear Madam:   Navien, Inc. can only offer warranty to products that were purchased through a certified distributor. These distributors can be located on our main website at http://us.navien.com/ under the Distributor / Sales Rep Locator link. A copy of our Navien Distributor Policy has been attached for your reference.   The Navien Distributor Policy states that Navien’s product warranties may be void in the event of a product purchased through the internet or other e-commerce channels. Unfortunately, the consumer did not purchase their unit from an authorized dealer and therefore, we cannot honor the warranty belonging to the consumer’s unit.   Certified distributors should only have access to the Navien Distributor Policy whereas Navien consumers should have access to the Navien Warranty Form that is included with their product. Although these two documents are not identical due to their purposes, our authorized dealers understand that selling any Navien products over the internet or other e-commerce channels will void the warranty with Navien. We would advise that the consumer review their online seller’s policy on selling Navien products.   Should you have any furthers questions or concerns do not hesitate to contact us.   -Sincerely,   [redacted]-[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.
Navien has all documentation showing that the issue is not their warrarnty - it is that Navien provided me with a defective unit when they replaced the first unit.  I strongly believe it is the companies responsiblity to fix the new unit completely at their expense which includes labor. 
Regards,
[redacted]

Dear Mr. and Mrs. [redacted], Thank you for your reply. Please see below as I have addressed your points:- I never mentioned why the expansion tank was specifically malfunctioning. I only mentioned that it was defective and replaced. I don't believe this is "misinformation."- In regards to poor water quality, we still believe this to be true because the valves were clogged. This would not have happened with good water quality and regular maintenance. - If [redacted] was replacing parts, they should have called Navien to get approved. The only parts Navien approved to be replaced are the 3 you mentioned. Why they would choose to only report select incidents to us is something you would need to address with them, not with Navien. Navien cannot use this information as part of the warranty claim if a warranty claim was not made at the time. They failed to make a claim so we had nothing to approve or review.- Regarding the installation date. Navien was given this date (most likely as an estimate) when the unit was registered on 10-24-2015. The unit should have been registered when it was installed. That would have assured the correct date was used. The only way to change the installation date now is with the original installation invoice or purchase invoice. Please attach it with your response.- Regarding the maintenance you said was completed, please attach those original invoices with your response.- Navien does not have recommended plumbers. We have a list of contractors and plumbers who have taken training with Navien. Please see the disclaimer at the bottom of the page of trained professionals on our website.- If you want [redacted] to back up these events, please gather those invoices as proof and submit them with your response. - Lastly, the cost of the unit is usually floated to the contractor. Meaning most wholesalers who have an existing relationship with the plumber are willing to give out the unit on credit and then wait for credit from Navien. Please have your plumber go to the wholesaler where he normally buys Navien units and they will usually work with them. If the wholesaler wants the fee upfront, please have your plumber contact technical support and they can arrange for the unit to be shipped from our warehouse and they will need to return the unit to Navien directly. Thank you.

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.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]

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]

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 customer’s complaint...

which was filed with
you for unit serial # [redacted]. Our records indicate that this product
was first registered with Navien Inc. on 06/22/2014 with an original
installation date of 11/30/2013. Navien Inc. requires that all products be
registered within 30 days of the original installation date; however we allowed
warranty for this unit despite being 1 year and 5 months past its installation
date. All of 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: 11/30/2013
           
Purpose: Residential Use
                       
1 Year Labor Warranty: Expired on 11/30/2014
                       
5 Years Parts Warranty: Active until 11/30/2018
                       
10 Years Heat Exchanger Warranty: Active until 11/30/2023
According
to our records, Navien Inc. was contacted on 03/14/2016 regarding issues with the unit not moving water. During the troubleshooting
process, our Technical Support Team diagnosed
the issue being the pump which is why Navien Inc. issued the part to be shipped
overnight under Returned Goods Authorization (RGA) # PO163148179. Our
technician worked diligently with the
contractor and due to the inconveniences which the consumer and his family were
faced with by not having any hot water, we expedited the delivery of the pump,
ensuring that the issues were resolved in a timely fashion.  Therefore based
on all of this information that is available to us, the request for labor
reimbursement in the amount of $1000 is respectfully denied on the basis that
the unit’s 1 Year Labor Warranty had already expired when the system
malfunctioned and required servicing.
Should
you have any further questions or concerns do not hesitate to contact us.

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 rejection which was submitted to you on
03/23/2016 in regards to unit serial # [redacted]. This consumer has been
in contact with Navien through the Revdex.com for consideration of the labor costs
incurred during troubleshooting and repairing the consumer’s tankless combination
boiler on 03/14/2016 regarding a pump replacement.
Our
records for unit # [redacted] indicate that
this product was initially installed on 11/30/2013. Navien offers our products
3 Independent Warranty coverage’s which are all based on the original
installation date. Product # [redacted] carries a 1 Year Labor Warranty,
5 Years Parts Warranty, and 10 Years Heat Exchanger Warranty.
Navien
was first contacted regarding 16E error code on 07/20/2015 by which this
product’s 1 Year Labor Warranty had already been expired for 8 months. 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 03/14/2016, we expedited the delivery of the replacement pump, ensuring that
the issues were resolved in a timely fashion. Unfortunately, this consumer’s 1
Year Labor Warranty did expire by the time we were first contacted regarding
any issues with this unit. Based on all of this information available to us,
the consumer’s request for labor reimbursement in the amount of $1000 is
respectfully denied.
Although
this consumer and his contractor feel that the pump was defective from the
beginning, Navien was not given the opportunity to properly diagnose and
troubleshoot the product until 07/20/2015 when the consumer’s contractor first
contacted our Technical Support Team regarding a 16E error code. Navien
requires that installers and service providers first contact Navien Technical
Support while in front of the product for purposes of trouble shooting the
identified problem or issue.
Should
you have any further questions or concerns do not hesitate to contact us.
-Sincerely,
[redacted]
[redacted]
Technical
Administrator
[redacted]
[redacted]

Dear Mr. [redacted],Navien has reviewed your claim and we would like to clarify this issue. The original NaviLink brochure has not been updated since it was designed in April 2016. The date code listed on back of the brochure is NAV BR003 1604 (1604 references 2016-April). That is the same date code...

you will find on our current advertised brochure as the information has never been changed. This information is also listed on our website, NaviLink User’s Manual, and under the NaviLink App information in Google Play.   The hard copy of the brochure that you scanned over to us has 2 large arrows at the bottom. That is because there was a page before that and a page after that. Our brochure on our website is an exact copy of the page you scanned over to us, however it includes pages 1 and 3 as well. You are only referencing page 2.[redacted] As you can see on page 3 we specify the requirement of an additional accessory in order to use the recirculation feature: “Recirculation activation with an installed HotButton™ kit on the NPE-A series”.Please talk to your contractor regarding purchasing a HotButton Switch and to discuss pricing to install.While there was a conversation with a few of our technicians regarding the NaviLink brochure, they both admitted that they were not in marketing and you would have to talk to marketing to get more information. You were transferred to marketing before the end of the call. Marketing clarified that you were only looking at page 2 of a 3 page brochure. The call may have started off with a lot of questions about the brochure, but it ended with you having the information you needed. After a detailed review with upper management regarding your issue, unfortunately we will not be able to meet your request.

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
 Good MorningMy name is [redacted] I recently filed a complaint against Naiven a company out of San Diego my complaint number is #[redacted] the email I used was [redacted]. I am sending this email to inform you that NAVIEN has decided to pay me the amount I was looking for so I would like to have this case settled I went to the website but am not sure on how to do it there. I have included a representative from NAVIEN  as part of the deal(settlement) was me emailing you. If you have any questions please email me or call me on my cell phone [redacted]. Thank you for your assistance with this
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]     [redacted]
[redacted]   [redacted]  Regards,
[redacted]