Alexis M Xjq

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Verified Reviewer
| map-marker Fitchburg, Massachusetts

Denial for warranty exchange

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Have a Navien unit that has been in use for 6 years and it has started leaking and has created rust in the cabinet not to mention the puddle of water on the floor. Navien has denied the request for an exchange without any reason. Now I have to go and purchase a new unit which will not be a Navien and pay to have it installed. This unit should have lasted more than just 6 years. Other people have boiler and heaters that are much older and have no issues.
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Pros:
  • Great space saver
Cons:
  • Being denied a warranty exchange at 6 years of use

Preferred solution: I would like an exchange of the unit, I do not have the money to go and purchase a new heater/water combi-unit.

User's recommendation: Save yourself from wasting money and do not prchase a Navien.

Bob T Pdi

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker The Villages, Florida

NAVIEN TANKLESS WATER HEATER ONLY PROVIDES 3 MINUTES OF HOT WATER IN SHOWER

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NAVIEN TANKLESS WATER HEATER ONLY PROVIDES 3 MINUTES OF HOT WATER IN SHOWER
NAVIEN TANKLESS WATER HEATER ONLY PROVIDES 3 MINUTES OF HOT WATER IN SHOWER - Image 2
New home build with navien tankless water heater installed by licensed plumber. The unit has never worked properly. Hot water in shower for only 3 minutes. I've called multiple times to customer support. The recommended 2 navien licensed plumbers. I've had both here as well as our plumber and a plumber the distributor recommended. Now I've spent $1150 and water heater still not working properly. This is the worst experience with a new product I've had in my 70 years of life. Stay away from this product.do not buy
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User's recommendation: Do not buy

Eric R Ngl

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Verified Buyer
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Verified Reviewer
| map-marker San Antonio, Texas

Won't honor warranty

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Navien - Won't honor warranty
Navien - Won't honor warranty - Image 2
Navien refused to cover a broken screen on an outdoor unit, because it was exposed to the outdoors. I had it professionally installed and it is less than a year old. This thing is a piece of *** and I have a feeling Navien knows it.
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User's recommendation: Don't buy

Ryan S Zfc

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Verified Reviewer

Poor quality and customer service

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Boiler has issue right away, took a certified plumber/service tech 3 years to find issue and put a request in for a new unit under warranty. Talked to customer service and will not pay for labor to have unit replaced even though initial issues were reported right away. Stay away from this company as they are not dependable.
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Loss:
$1000
Cons:
  • Bad product and warranty

Preferred solution: Full refund

User's recommendation: Stay far far away from Navien boilers!!!

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Allen, Texas

Warn other Customers

Navien - Warn other Customers

The navien combo boiler works great.

However, you can't use with any smart thermostats that require a c-wire for power. The boiler system is extremely sensitive to fluctuation when the thermostat charges.

What happens is it causes the boiler to run continuously.

I used Google Nest. It was running off batteries.

However, the batteries drain are drained in a week.

I spoke with the Navien and they advised any smart thermostats that require a c-wire to charge will not work.

I found a complex solution with resistors and Google Nest Power Connector . In my case, I opted for a cord I could plug into an outlet.

It is ridiculous that a brand-new system installed in 2024 is not compatible with smart thermostats.

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User's recommendation: If you want a smart thermostat, don't use this system or make a contigency plan to implement. The person installing probably wont know this is an issue.

Kristina B Mtv
map-marker Henrietta, New York

Cold water problem

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I have this water heater in my salon and we are lost many clients and gotten bad reviews because of constant cold water intermittently happening in the middle of shampoo services. My employees want to quit because they are loosing clients due to this happening in the middle of our busy day making us run late.

Its only 6 years old.

My plumber cant find anything wrong and I keep having to pay him to come. I already had it replaced after 2 years with the warranty of the same problems but of course had to pay the plumber ti replace it.

I do not recommend this company.

Over the 8 years of having this heater we have always had problems with cold water.

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Preferred solution: Just want it fixed or replaced and cover the plumber to do it. I just don’t want to have to keep resetting the water heater in the middle of my clients shampoos.

User's recommendation: Don’t buy navien. Too many problems.

Terry L Abn

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Verified Reviewer

Can’t get ahold of tech support

Navien - Can’t get ahold of tech support
Navien - Can’t get ahold of tech support - Image 2
Navien used to have fast tech support but lately you cant get through and their call back number feature doesnt work! I waited over 2 hrs yesterday listening to the same jazz riff over and over. Today the same is happening and the call back feature doesnt work, Im going to lose my mind if I have to listen to this song anymore! This is unacceptable!!! Terry
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Loss:
$300

Preferred solution: They just need to hire more people and make it possible to leave a call back number

User's recommendation: Buy something else!

Anonymous
map-marker Brampton, Ontario

Tankless water heater customer service bad

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Navien - Tankless water heater customer service bad
called few service advisor given by customer service at navien one called me back and said call me half hour never heard again called few other service advisor no answer will never buy navien again
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Jay R Evv

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Verified Reviewer

Unit failed. Technical support unhelpful, customer service no help. Waerrenty NO help.

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THE UNIT DID NOT HAVE A COVER ON THE VENT PIPE. ICE AND SNOW GOT IN THE UNIT AND RUINED THE UNIT. HAVE CALLED NAVIEN AT LEAST 20 TIMES BETWEEN MY PLUMBER AND I. NO ONE HAS RETURNED OUR CALLS. VERY BAD CUSTOMER SERVICE. THEIR WEBSITE DOESN'T HAVE A REVIEW OPTION. IT IS NO WONDER WHY.
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Loss:
$4
Cons:
  • No cutomer service

Preferred solution: Full refund

User's recommendation: DO NOT GET A NAVIEN UNIT

Ashna Anv

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Verified Reviewer
| map-marker Irvine, California

9 years old totally not worth it. Out it goes

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Awful unit. Takes forever to get hot water. Can't lower heat as it takes forever to get back up to temperature. Set it to 60 when away and took 3 days to get back to 75. Going back to regular furnace. And nothing made by this company ever again. My old furnace was superior to this. Tomorrow a normal furnace gets installed. Don't waste your money.
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Loss:
$21
Cons:
  • Bad heating and slow hot water and overpriced

Preferred solution: Just happy to be rid of it and warn others

User's recommendation: ADont

Kyliee Tls
map-marker Angola, New York

The Navien boiler I bought 15 months ago does not work.

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The boiler cannot be controlled with the thermostat. The temperature in my rooms are either below or way above the set point. For example. Today the temperature outside is 55 deg. The thermostat is set at lowest possible point. The temperature in the bedroom is 78 degrees. I tried this boiler, costing $8600, for 15 months so far. I am so unhappy Im considering replacing it and accepting the loss of a great deal of money.
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User's recommendation: Don’t buy the Navien boiler

Anonymous
map-marker Murfreesboro, Tennessee

10 month old heater breaks and the customer service is horrific.

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?

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User's recommendation: I recommend you use another brand, research their customer service and warranty with better customer service as they do not care for the customers in any way

Anonymous
map-marker Blackwood, New Jersey

Navien tech support loves for you to wait in a customers residence for hours before they can available for support they suck.

Hire more tech support employees if like these things sold Or let rinnai have the biz hgffrygggffxzdtressxhuutrdxgtrd ffg hu yrdv hu trdf hut ddfurdfhji5edtirttgfdddghh its xxcg jo 8tedd yo i i.v cc's srhv ccedxcg iou trdxfyttytyy yet yggx. FTC try. T. Ru i5 trfuyc.
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Kevin D Apz
map-marker Brooklyn, New York

No one answers customer service in a reasonable time

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Waited for customer service for over a hour If they sell a product then they need to provide tech support in a reasonable time frame
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User's recommendation: Buy a different boiler

stephanie p Ocz

Nothing but trouble

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!!!

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Loss:
$13

Preferred solution: Full refund

User's recommendation: DO NOT WASTE YOUR MONEY ON NAVIEN PRODUCTS!!!

Anthony Z Jcs

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Verified Reviewer

Navien has the worst customer support

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For the love of God get any other brand other than Navien. They have the absolute WORST customer service I've ever seen. Basically they will only speak to contractors meaning I have to pay a contractor to come over just to call them to diagnosis the issue. Their "support" staff is extremely rude and condescending to boot.
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Loss:
$25000

User's recommendation: Any other brand

3 comments
Guest

Just tell them you’re a contractor. They have no way to verify if you are or not

Guest
reply icon Replying to comment of Guest-2505394

The worst customer service. They want to speak only to contractors

Guest

Same exact experience with this company! How the *** do they stay in business

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