Navien

I do not do reiviews, good or bad and maybe I should. Heat exchanger is supposedly faulty and Navien approved heater replacement under warranty in less than 10 months.

No information was given other than the warranty approval and GRA approval code. This has taken 4 days to get the approval. When or how to get replacement is not given. I Call customer service and on hold for 30-45 minutes.

Get a live person they give GRA replacement number but give you no more information call back get on hold again 30-45 minutes and they say the number is not in the system and no replacement is being shipped and I ask to speak to a supervisor. The customer service supervisor asks for the number and then states no we do not ship the replacement the plumber must remove the broken faulty unit and take it to a parts house and they will give you the replacement based on the GRA number. I asked how would a customer or plumber know this is the process as all we got was replacement approved and a GRA number. He said you call Navien and they tell you.

So i said i have several times and so has the plumber but no one has told us that, no one knows who Navien has as the parts house. He said i will text you now all the parts within 25 miles of your zip code. 15 mins later still on the call I do not get a text and tell this supervisor I have not received your text he state most texts take 15-20 mins. I said I have never heard a text take that much time but I will wait.

I asked if you have a return call number so I can get back to you if i do not receive the text. I have been without hot water for almost 5 days and his answer it takes between 7-14 days to get a warranty replacement. So I ask what are the customers to do for the 2 weeks they wait without hot water and his answer is there is nothing he can do and that is Naviens process. They speak down to you at all levels of the call from customer service to the managers.

This is the way they do business, their tankless water heaters have problems with the mother boards and heat exchangers, their customer service is horrific and they do not care about their customers. My question is do you expect anyone who owns a navien product to ever purchase another?

We installed a Navien boiler in 2013. By 2016 we had issues & the unit was replaced as a faulty unit.

Navien is not covering the replacement under any warranty because it was a replacement!!!

They do not stand behind the products they sell. Now starting in Oct 2023 only 7 years later, We have had techs out over 11 times for error codes & water leaking. Replaced 5 different parts, O rings gaskets etc (over $2500.00). Have been without heat & hot water for 7 day in January when the temp has been between 9-25 degrees daily.

This latest issue is leaking gas so the gas co had to shut off the boiler. Now the recommendation is a new unit.

Seriously !!! The Navien tech support is horrible takes hours to get someone to answer & usually no help.

DO NOT WASTE YOUR MONEY ON NAVIEN PRODUCTS!!!

I purchased a Navien NPE-180A in July 2020. Installed by a contractor doing our renovation.

Drained and serviced regularly 2-3 times per yr.

Heat exchanger leaked on circuit board causing multiple error codes. E109, E046, E438. Unit now inoperable. Called customer support.

No help without a licensed plumber present. Called plumber. Called Customer tech support. Number 36 in the queue???

Plumber left after two hrs of waiting.

Complained to Customer Care. They instructed plumber to take photos and video. 2 days later, plumber received message warranty was denied due to lack of information provided. Called 3 additional times to try to resolve to no avail.

I have never experienced a company so ineffective, oblivious to solutions and actively non-caring. They include a list of Warranty Exclusions in their Users Information Manual that makes honest and fair resolution impossible.

Hands down, without a doubt the worst customer service experience of my adult life. I am purchasing a Rheem unit and taking a loss, just to be rid of the *** show called Navien.