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Noritz America Corp

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Reviews Noritz America Corp

Noritz America Corp Reviews (32)

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 information provided by [redacted] indicates that [redacted] agreed to replace parts in 1/because it could not be proven if there was a power outage or not so they covered damaged parts due to freezeThat is not accurate [redacted] only agreed to cover damaged parts from freeze damage after we provided verification from the power company that there were no power outages that affected our areaThe problem was due to internal parts failure.The recent freeze issue occurred in !/Again, there were no power outages at our home during that time periodIt is safe to assume that parts failure was once again the problem.In our letter of 1/28/we outlined in detail all of our issues with the unit that was purchased and installed in 7/30/We paid over $6,for "final plumbing" costs at our home and the [redacted] system/installation was a significant part of the costWe supplied all documents to [redacted] Customer Service for review up to and including the recent freeze issue in 1/that resulted in replacement of the system with a new [redacted] system at a cost of $4,[redacted] representative [redacted] responded on 2/2/asking for the serial number so that he could look into the previous issueThe serial number was sent to [redacted] on 2/3/and he responded saying that [redacted] does not cover freeze damage and referred to the manualOn 2/4/I responded to ***'s email letting him know that [redacted] did cover damage in initial freeze because we verified through our power company that there was no outage that affected our areaThere was no response from [redacted] so calls were placed and messages left asking for a responseFinally on 6/24/ [redacted] responds saying that [redacted] cannot help because unit was no longer installed at our home.Now [redacted] has responded through Revdex.com and indicates that they would look into the freeze damage if we ship the unit back to [redacted] We no longer have this unit .The responses from [redacted] seem to be a moving targetFirst it was send the serial numberThen it was [redacted] does not cover freeze damage and then it was [redacted] could not help because we no longer had the unit installed at our homeNow seven months after the fact [redacted] agrees to look into the issue if we ship the old unit to themIf [redacted] needed to have the unit for inspection that should have been determined in the 2/2/email from [redacted] .It appears that [redacted] is not willing to stand behind the product and that is very disappointingWe have paid many thousands of dollars to purchase and then replace a failed productWe would expect the [redacted] company to recognize that this was a failed product and that the consumer deserves some form of credit refundNo one should have to purchase tankless systems within year period.Thank you for addressing this long outstanding issueWe look forward to your responseRegards [redacted] We hope that [redacted] Regards, [redacted] ***

[redacted] contacted the customer directly via phone this morning, 11/1/ Explained that while their water treatment system does not seem to be protecting their [redacted] unit from the effects of scale buildup, it does seem that they have done their due diligence in attempting to protect their tankless unit For that reason, their warranty request for new parts has been approved and they will be delivered tomorrow, 11/2/ [redacted] also recommended another option (H2Flow) for the customer's water treatment system that has been approved to protect the unit against future scale buildup

[redacted] has reviewed the information internally on this unit per the serial number provided and is willing to review it further However, [redacted] would need to inspect the unit to see if there was a manufacturer defect or not This would be the only way to determine the root cause of the failure The initially failure was during an unseasonable cold winter and from our notes the house was not occupied so it is hard to say if the unit was the problem or the power went out for a period of time [redacted] did cover the parts at that time due to the fact that the house was not occupied and there is no way to know if the power went out in the home If the customer is interested in returning the unit, please respond through the Revdex.com and I will contact them directly on how to return the unit to our testing lab in California

Communication was made with the homeowner frequently and often during the period of time when the [redacted] heater was still installed Once the homeowner acknowledged that the [redacted] product had been pulled, our options became very limited in terms of the assistance we could and would be willing to provide [redacted] is sorry that their messages had not been responded to in a more timely manner

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 information provided by [redacted] indicates that [redacted] agreed to replace parts in 1/because it could not be proven if there was a power outage or not so they covered damaged parts due to freezeThat is not accurate [redacted] only agreed to cover damaged parts from freeze damage after we provided verification from the power company that there were no power outages that affected our areaThe problem was due to internal parts failureThe recent freeze issue occurred in !/Again, there were no power outages at our home during that time periodIt is safe to assume that parts failure was once again the problemIn our letter of 1/28/we outlined in detail all of our issues with the unit that was purchased and installed in 7/30/We paid over $6,for "final plumbing" costs at our home and the [redacted] system/installation was a significant part of the costWe supplied all documents to [redacted] Customer Service for review up to and including the recent freeze issue in 1/that resulted in replacement of the system with a new [redacted] system at a cost of $4, [redacted] representative [redacted] responded on 2/2/asking for the serial number so that he could look into the previous issueThe serial number was sent to [redacted] on 2/3/and he responded saying that [redacted] does not cover freeze damage and referred to the manualOn 2/4/I responded to ***'s email letting him know that [redacted] did cover damage in initial freeze because we verified through our power company that there was no outage that affected our area There was no response from [redacted] so calls were placed and messages left asking for a responseFinally on 6/24/ [redacted] responds saying that [redacted] cannot help because unit was no longer installed at our homeNow [redacted] has responded through Revdex.com and indicates that they would look into the freeze damage if we ship the unit back to [redacted] We no longer have this unit The responses from [redacted] seem to be a moving targetFirst it was send the serial numberThen it was [redacted] does not cover freeze damage and then it was [redacted] could not help because we no longer had the unit installed at our homeNow seven months after the fact [redacted] agrees to look into the issue if we ship the old unit to themIf [redacted] needed to have the unit for inspection that should have been determined in the 2/2/email from [redacted] It appears that [redacted] is not willing to stand behind the product and that is very disappointingWe have paid many thousands of dollars to purchase and then replace a failed productWe would expect the [redacted] company to recognize that this was a failed product and that the consumer deserves some form of credit refundNo one should have to purchase tankless systems within year periodThank you for addressing this long outstanding issueWe look forward to your response Regards [redacted] We hope that [redacted] Regards, [redacted] ***

After receiving this BBB complaint Noritz contacted the customer to help resolve the issue. The customer stated that as of July 1st the circuit board that was sent under warranty was not replaced. On July 3rd Noritz contacted the customer and he stated that he did install the circuit board on July... 2nd. The unit seemed to be working correctly. Again on July 7th Noritz contacted the customer to follow up and make sure the unit was working over the holiday weekend. At that time the customer stated it was working correctly. Every unit is tested before it leaves the factory to make sure they are working correctly, and the Owner’s Guide clearly stated “Installation and service must be performed by a qualified installer, service agency or the gas supplier”. The customer did state that he installed the unit by himself. I do not know if he is a qualified installer or service agency. Unfortunately, proper installation is needed and if something was not done correctly may have cause this problem. We don’t know what exactly happened to cause the issue but the unit is currently working correctly. Normally the warranty covers up to $120 for labor within the first year when installed correctly by a qualified installer or service agency. Noritz is willing to extend the same labor warranty to this customer even though the unit was installed by himself. The customer will just need to send a copy to [redacted] (customer should have his information) and we will cover up to $120 of the labor bill.

Noritz has been in contact with the customer and we have come to a resolution to replace the unit and vent system due to the safety issue at the customer's homeHowever this issue is not a manufacturer defect, it is an environmental issue that needs to be addressedIf it is not, then the same problem may occur with the new unitNoritz will also request that the unit and vent system be return to Noritz for inspectionWhen the unit is replaced please make sure to contact [redacted] from Noritz (The customer has his email and contact phone number) so he can help get the unit returned to us

*** has reviewed the case files for this customerWe have also been in contact with the customer and explained that hard water is the reason for the issues that they have been experiencingI spoke with Ms*** and asked her how hard the water is and if it was ever testedShe explained
that the *** Mechanical has taken a sample and she was unsure but remembered a number of approximately 30, but was unsure if that was water hardnessIn my experience, the area where the customer is located and that they are on a well, gpg is a possible number for hardnessOur warranty states that anything over gpg would not be covered under warranty, and all the issues I found with their water heater do point to hard waterShe did explain that the plumber was installing a water softener that dayBecause the customer is installing a water softener, then as a good will gesture, *** has warrantied the 3rd heat exchangerIt was shipped out on Wednesday October 22nd and received on Friday October 24thI have also attached a copy of the Water Treatment Guidelines for the customer’s referenceThis guideline is located in the installation manual, but may have not be in the customer’s copy of the installation manual because we added it in 2008, and the customer’s serial number is From this point on, the customer is now informed of the water treatment guidelines and should make sure to maintain their newly installed water softener

Noritz contacted the customer on Friday May 13th in order to come to a mutual agreement and also did explain that our notes reflected that the customer is to test and treat the water after the first leak. However it is unclear if the contactor relayed that information to the
customer. We did explain that the water will have to be treated and the customer understood. Also Noritz did send a heat exchanger to the customer free of charge and it was delivered on Monday May 16th

*** has contacted the customer and sent a new Heat Exchanger and thermal fuse for customer satisfaction. The customer had a heat exchanger leak in October and we replaced the heat exchanger under warranty and at that time we told the customer that water treatment was needed which the
customer did not do. According to the water quality report for his area, the hardness is over gpg and this is not covered under our water policy, this is why they warranty was denied when he called on Oct 1st. Attached is a copy of our water treatment guidelines and these need to be followed to maintain the rest of the warranty. The customer's warranty expires on 7/11/(year warranty). The heat exchanger was covered this last time, but labor is to be covered by the customer and if any additional parts are needed, they will need to be purchased by the customer. The parts warranty is only years from original installation, which was stated to be on 7/11/

Noritz has reviewed the case information after speaking with the customer and gathering the serial number. There was a question of when
the unit was installed, our notes stated that he was not the original owner and after confirming on the internet the house was sold on September 2009. Our warranty does state that the warranty is not valid if not the original owner. This is why his warranty claim was denied. However due to the date of manufacture and the homeowner stating they did a remodel to the home shortly after the unit was installed, the timing was very close and was considered similar to a new construction where someone else installs the unit but doesn’t use it and was installed only for sale of home. With that new information, we have processed out the refund to the customer which will appear on his credit card statement. This process may take up to a month to complete and the customer sees it on his statement. However, I also explained and included in the attachments, our water treatment guidelines on how to treat hard water, it is unclear as to which treatment product he installed to prevent scale build up. It is the customer’s responsibility to have the correct water treatment according to the installation manual to maintain the warranty on the unit

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
[This is actually the third different response from Noritz claiming that there is an "Installation problem," but that it is different than that of the previous representative's. It actually seems that they are lying. I do not believe that the most recent reply includes a way to solve the problem either. Unless the company can coordinate with a professional so that the new equipment can be repaired by one, its response can not be acceptedThe Revdex.com classifies it as a matter of warranty coverage, the company simply gives different phantom installation explanations as to avoid responsibilityTo summarize, provided I am willing to spend another $140, they are not even offering to call ANY professional plumber and say how this problem can be fixed, though the equipment is new and a warranty is in effect.]
Regards,
*** ***

*** has reviewed the information internally on this unit per the serial number provided and is willing to review it further. However, ***
would need to inspect the unit to see if there was a manufacturer defect or not. This would be the only way to determine the root cause of the failure. The initially failure was during an unseasonable cold winter and from our notes the house was not occupied so it is hard to say if the unit was the problem or the power went out for a period of time. *** did cover the parts at that time due to the fact that the house was not occupied and there is no way to know if the power went out in the home. If the customer is interested in returning the unit, please respond through the Revdex.com and I will contact them directly on how to return the unit to our testing lab in California

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.Provided the currently-responding employee is on target and telling the truth, and the previous two were just wrong or mistaken, how can I know that if additional money is spent that it will not result in further aggravation? Noritz is not offering anything toward the $140, or time involved, that has already spent to have the installer find that the condensate line does in fact have an air gapUnless the company can coordinate with a professional, so that its product can be repaired by one, the response can not be accepted
Regards,
*** ***

In the original response Noritz provided pages from the installation manual which points out the installation of the condensate drain was not installed correctly. So Noritz has provided a fix to the problem The condensate drain is not an item that is supplied with the water heater, it is supplied by the plumber who installed the unit. The cause of the Error Code, which is a safety code, can be resolved by installing the condensate drain per the installation manual instructions

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
It is my understanding that the warranty does not cover freeze damage issues resulting from "loss of power"That is why we had to provide verification from our power company that there were no interruptions to our electric service that would have resulted in the freeze damageOnly then was the warranty coverage applied in 2011.When the unit froze in January we had to have hot water and we had the unit replaced as the most expedient resolution to a big problemWe sent a detailed letter to *** with documents and explanationWe were never asked in any of the email responses from *** *** to have the unit shipped back to *** for examinationWe saved the *** unit for months and finally disposed of it in JuneI take issue with the fact that if the unit is needed now it was also needed when we started this processNone of the emails requested return of the unit.I recognize that *** wants to resolve this issue and would appreciate some understanding of how this process unfoldedWe would have happily sent the failed equipment back to *** for examination in February of if we had been given that option. However it is unrealistic to expect a homeowner to save damaged equipment for more than seven months after parts failure.Thank you for addressing our concerns as your customer and as consumers.Regard,*** ***
*** ***

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 information provided by [redacted] indicates that [redacted] agreed to replace parts in 1/2011 because it could not be proven if there was a power outage or not so they covered damaged parts due to freeze. That is not accurate. [redacted] only agreed to cover damaged parts from freeze damage after we provided verification from the power company that there were no power outages that affected our area. The problem was due to internal parts failure.The recent freeze issue occurred in !/2016. Again, there were no power outages at our home during that time period. It is safe to assume that parts failure was once again the problem.In our letter of 1/28/2016 we outlined in detail all of our issues with the unit that was purchased and installed in 7/30/2008. We paid over $6,300 for "final plumbing" costs at our home and the [redacted] system/installation was a significant part of the cost. We supplied all documents to [redacted] Customer Service for review up to and including the recent freeze issue in 1/2016 that resulted in replacement of the system with a new [redacted] system at a cost of $4,000.[redacted] representative [redacted] responded on 2/2/16 asking for the serial number so that he could look into the previous issue. The serial number was sent to [redacted] on 2/3/16 and he responded saying that [redacted] does not cover freeze damage and referred to the manual. On 2/4/16 I responded to [redacted]'s email letting him know that [redacted] did cover damage in initial freeze because we verified through our power company that there was no outage that affected our area. There was no response from [redacted] so 2 calls were placed and messages left asking for a response. Finally on 6/24/16 [redacted] responds saying that [redacted] cannot help because unit was no longer installed at our home.Now [redacted] has responded through Revdex.com and indicates that they would look into the freeze damage if we ship the unit back to [redacted]. We no longer have this unit .The responses from [redacted] seem to be a moving target. First it was send the serial number. Then it was [redacted] does not cover freeze damage and then it was [redacted] could not help because we no longer had the unit installed at our home. Now seven months after the fact [redacted] agrees to look into the issue if we ship the old unit to them. If [redacted] needed to have the unit for inspection that should have been determined in the 2/2/2016 email from [redacted].It appears that [redacted] is not willing to stand behind the product and that is very disappointing. We have paid many thousands of dollars to purchase and then replace a failed product. We would expect the [redacted] company to recognize that this was a failed product and that the consumer deserves some form of credit refund. No one should have to purchase 2 tankless systems within 7 year period.Thank you for addressing this long outstanding issue. We look forward to your response. Regards[redacted]
 We hope that [redacted]   
Regards,
[redacted]

[redacted] does stand behind their product and has always gone by the warranty that was included with the unit, which states "Damage resulting from water freezing inside the unit or the piping, is not covered by the warranty” However if there is a question on the product [redacted] reserves the right to inspect the product.  Unfortunately, without a product to inspect we are unable to prove or disprove the claim that there was a manufacturer defect. If there was an issue and the customer wanted some type of compensation the product should have been kept so that it could be returned.

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 have disputed the charges for this unit with my credit card company, since I was a victim of fraud.  I was sent a defective unit and expected to pay to have it repaired or repair it myself.  This has cost me tons of time/work and $500.  I don't think I have ever been treated so bad by any company.  In return I will let everyone that is interested know how poorly I was treated by Noritz,  and I will update all reviews of their products on Amazon.com with my story from time to time.  
Regards,
[redacted]

[redacted] contacted the customer directly via phone this morning, 11/1/17.  Explained that while their water treatment system does not seem to be protecting their [redacted] unit from the effects of scale buildup, it does seem that they have done their due diligence in attempting to protect their...

tankless unit.  For that reason, their warranty request for new parts has been approved and they will be delivered tomorrow, 11/2/17.  [redacted] also recommended another option (H2Flow) for the customer's water treatment system that has been approved to protect the unit against future scale buildup.

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Address: 11160 Grace Ave, Fountain Valley, California, United States, 92708-5436

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