Complaints
This profile includes complaints for Noritz America Corp's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 23 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a brand new Noritz tankless water heater Serial#************** on 12/30/24 at ****** in ***********. **** with **************** installed it on 1/1/25. On 1/16/25 I wasnt getting any hot water. I called Noritz 3/17/25 to troubleshoot and they advised panel readings suggested the unit as not recognizing water going through or mix up in plumbing and gave a referral to Original ********************** *** with Westwood performed a diagnostic 1/17/25 and advised the inlet failed and replaced the part and restored the hot water. Under manufacturer warranty Im entitled to a reimbursement of $224 and Noritz declined my claim stating there is no record of me calling.
Business Response
Date: 03/20/2025
To Whom It May Concern,
We will reach out directly to Ms. ****** to resolve the issue.Thank you,
********* ****** ?
Sr. *********************** and Product Quality
**************************************************Initial Complaint
Date:01/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our tankless water heater from a leak in the copper heat exchange water dripped all through the electronic components the motherboard all the wires and all the switches tripping the *** we are currently without hot water and the part is under warranty but the leak has caused all of the electronic components to burn out and it is now an electrical hazard everything needs to be replacedBusiness Response
Date: 02/03/2025
To Whom It May Concern,
We've reached out to Mr. ***** to address his warranty claim.********* ****** ?
Sr. *********************** and Product Quality
******************************Customer Answer
Date: 02/04/2025
Noritz requested the name and phone of a plumber that I conacted. I provided the information to them. I also expressed how unprofessional I have been treated by there phone ***** I took Noritz 10 days to reach out to me . How do they expect a family to be without hot water for 10 days. ***** the *** answering this complaint had no answer why it took 10 days ?
****** *****
Business Response
Date: 02/04/2025
To Whom it may concern,
Mr. ***** spoke with the Noritz ************* Team on Monday, January 27th, 2025, one day after the BBB complaint was filed. During this call, Mr. ***** was provided with further instructions as to what was needed to provide a comprehensive diagnosis so that all parts necessary could be shipped together as well as provided with the option of sending out parts at that time without the further comprehensive diagnosis. During that call, Mr. ***** advised Noritz that he would call back once he returned to the unit to provide the necessary pictures. Noritz did reach out yesterday, a week later, to follow up with Mr. ****** At that time, Mr. ***** advised that he had replaced the tankless water heater and now is demanding compensation. Please note that the unit in question is over 10 years old, and as such, no labor coverage will be provided, as it is outside the labor warranty. Noritz was not provided with a reasonable opportunity to resolve the issue within the terms of our Limited Warranty. Mr. ***** was still provided with the option of receiving warranty parts for the originally installed water heater if he would like to continue with the unit repairs.Best Regards,
********* ****** ?
Sr. Manager - ************* and Product Quality
******************************Initial Complaint
Date:01/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our condos have had issues with these tankless water heaters since they were first installed in 2022. We have had to spend too much money since trying to get these units to work. I have had another plumbing company tell me that those tankless heaters are not good for units and that they should have never installed them in our complex.Business Response
Date: 01/15/2025
To Whom It May Concern,
Noritz has previously provided the *** of this condominium building with information regarding the necessary periodic maintenance to ensure the proper functioning of the two units installed at this location.These units are showing signs of wear and tear. While routine maintenance is standard for any tankless water heater, these units have required more frequent attention due to the extensive usage, with each unit operating for an average of over 15 hours per day. As a result, both units have surpassed the warranty limits for combustion hours.
Through communication between our in-house Field Service and Sales Teams and the ***'s designated contractors, it has come to our attention that services performed by the contractor have gone unpaid. This has hindered the contractors ability to continue necessary periodic maintenance or implement recommended pre-treatment measures, as advised by both Noritz and the ***'s contractor.
As such, Noritz is unable to offer any requested settlements or services outside the terms of our Limited Warranty at this time.
Sincerely,
********* ******
Sr. ******* of ************* and Product Quality
**********************Initial Complaint
Date:10/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The water heater, Noritz Model number NRC98DV, purchased in May of 2023, has been giving me problems for about a year now. I contacted Noritz on multiple occasions about the water heater not operating correctly and I have been told to find my own repair man. I have contacted several plumbing operations and none of them want to work on the unit stating that it is a bad series and they can not fix the issue as they believe it is a factory fault. I am sick and tired of not having consistent hot water for my family, I want the machine fixed or replaced. I don't feel the burden of repair should fall on me. I purchased the unit in good faith and believing that Noritz was a reputable company. They have refused to help me find a repair company or offer any other solution.Business Response
Date: 10/16/2024
Good Afternoon,
We will reach out directing to Mr. ******* to find a solution.
********* ****** ?
Sr. *********************** and Product Quality
**************************************************
******************************Initial Complaint
Date:07/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Approximately 10 months ago, I purchased a new Noritz NRC711-DV tankless water heater to replace the same model because the heat exchanger had failed a 2nd time in 8 years and this company refuses to cover their products any further unless at the customers expense a water softener system is installed. There are approximately 500 homes in my community all with this mechanical nightmare of a water heater all battling similar issues thanks to **** Homes cheap contracting systems. All ha e started switching to other more reliable brands. I put a request for repair to my home warranty company for this unit in June. My contractor assigned, ********************* LLC has had nothing but trouble getting warranty help from Noritz. I fully believe this because it was the same with warranty on my last unit. As of today I still have no resolution on my water heater. I would never recommend this company to nobody and shame on builders like **** Homes for putting the trash they do in overpriced houses.Business Response
Date: 07/08/2024
To Whom it May ******* -
We are reaching out to Mr. ******* directly to see how we may assist. We did process a warranty claim in ************************************************************* 2023 we received another call, but his contractor at the time did not have the necessary information to file a warranty claim. I do see that Mr. ******* tried to reach us outside of operational hours on July 5th, 2024. Again, we will contact to see how we can best assist Mr. *******.
Best Regards,******************************* ?
Sr. Manager - ************* and Product Quality
**************************************************Initial Complaint
Date:04/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Noritz water heater warranty issue.Ten days ago, my Noritz tankles water heater began leaking and broke leaving my family with no hot water. Despite the plumber following the technicians instructions precisely, the issue persisted, leading to multiple visits from the plumbing company. What exacerbates the situation is the appalling customer service technicians I have encountered. Each time I attempted to escalate my complaint, I was met with unhelpful responses from representatives named ******** and *****, who claimed there was no manager available to address my concerns. Promised callbacks were either nonexistent or abruptly terminated, leaving me in the dark. Additionally, the customer service technician sent me an email correspondence that is inaccurate in an attempt to not accept accountably on the technicians errors. I have spend over $1,150 in labor due to there errors. Furthermore, the failure to expedite the shipping of replacement parts, despite assurances of overnight delivery, reflects a disregard for the inconvenience and distress this situation has caused my family. Shipping the part via two-day delivery is wholly unacceptable given the circumstances.Business Response
Date: 04/22/2024
To Whom It May *********************** were made aware of the customer's complaints late last week and had attempted to reach him at the number listed in this complaint multiple times. We will continue to attempt to contact the customer in hopes of finding a resolution via his phone number provided as well as the email address listed in the complaint.
Sincerely,
******************************* ?
Sr. Manager - ************* and Product Quality
**************************************************Initial Complaint
Date:03/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A tankless water heater manufactured by Noritz in 2020 has been intermittently inoperable for 3 years. I've had my plumber attempt to work with them to correct the issue, but they were unable to resolve the issue. I spoke with Noritz directly to request an exchange, and they refused. They said the only help they can provide is to help troubleshoot over the phone. This requires a professional onsite to perform the troubleshooting steps. This is not a proper product warranty unless they can provide or compensate the onsite professional. They refused to do that. Now, I'm stuck with a semi-serviceable product that they will not replace. I've dealt with this problem for 3 years. I sent them a message through their website requesting reconsideration for the exchange, but they never responded. model# - EZ111DV serial# - ******* - ******Business Response
Date: 03/13/2024
To Whom It May ************************* complaint has been passed through to a ************************ team member. We will contact **************** directly to see how we may be able to assist.
Best Regards,
******************************* ?
Sr. Manager - ************* and Product Quality
*******************************************************************************Initial Complaint
Date:02/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had issues with this combi boiler since day one. This year I replaced the agm, flame sensor and glass, and gas valve. Worked good for about 2 months. Came out to shop to see it in error code 40. Called noritz and they sent me to the combi specialist (******************** time we connected he kept talking over me and would not help . Then he set his phone down and I could hear him trouble shoot another call, and would not answer me back. I hung up and called back. Was sent to him again. And same thing. He kept talking to other people at the same time I was trying to tell him the issue. Once I finally described what I found he proceeded to say( what is the problem) then said( are you going to ask a question or did you just want to describe the boiler to him. Obviously he did not hear a word I said. A year or so back I remember talking to this same guy and when I complained about him doing the same thing, they said there was no record of the conversation between us. I then talked to another person about a week later and they told me they erase the bad conversations so they cant be seen. I have had issues with this boiler ever since new, and at this point with the bad customer service and the flaws with this unit, I want it replaced preferably with a different companies boiler.Business Response
Date: 02/19/2024
To Whom it May ********************** member of our management team has been in communication with ************** to resolve his complaint.
Sincerely,
******************************* ?
Sr. Manager - ************* and Product Quality
*******************************************************************Initial Complaint
Date:01/31/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
we bought a new Noritz tankless water heater that has consistently run. even when. no hot water was turned on.it currenntly fires up every 30 seconds .we have had 5 technicians work to stop auto cycling and firing up every 30 seconds.notitz will not answer their phone snd says press1 and we will call you back but they never do.our last electric bill was $890 and we cant sleep eith the constant firing up that we have tried to get fixed for over3 yearsBusiness Response
Date: 02/07/2024
To Whom it May *********************** are reaching out directly to ****************** in an attempt to resolve his complaint.
******************************* ?
Sr. Manager - ************* and Product Quality
*******************************************************************************
www.noritz.comCustomer Answer
Date: 02/12/2024
As of this ,02/12/2024, there has been no contact from The Noritz Company. The water heater continues to fire up and attempt to restart every ****************************************************************** a $890.00
monthly bill.
***********************,
****************
Business Response
Date: 02/19/2024
To Whom it May *********************** have reached out via email as the phone number in our system was incorrect. ****************** has now been in correspondence with a management team member.
******************************* ?
Sr. Manager - ************* and Product Quality
*******************************************************************************Customer Answer
Date: 02/25/2024
The head of complaints responded and stated that even though they acknowledge that the machine has never
operated properly and constantly fires up
improperly despite their attempts to instruct my repair specialists on how to repair it and providing new curvuit boards that cost me over $2,000 in repairs.
my request is for them to adhere to their original 5 year warranty which is still in place and provide me with a new machine and i will return this one.
Initial Complaint
Date:12/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
CASE # *******_CRM I purchased two tankless water heaters from Noritz company and both were defective causing copper bits and debris to enter my drinking water at home causing blockages which lead to lowered water pressure from all water dispensers such as shower heads/sinks. This is also a health issue since we drink from our filtered home water. Multiple private plumbers came out and inspected what was going on and all have came to the conclusion the copper debris is coming from the inside copper heat converter that's built into these tankless water heaters. The first Noritz tankless heater I bought had this same issue and I decided to buy another one from the same company thinking it was just that one heater that was defective however even the second one I bought is having the same issue. The company is not holding accountability for any of it and is blaming my cities water. I had my own plumber install two filters one directly where the cities water comes in and another after the water heater heats the water and enters the home. The filter coming from the city water is ******* clear however the filter that the heated water from the unit comes through is all copper debris and is clearly proving the issue is coming from the water heater unit itself and not from the cities water. All of this has been shown to the Noritz company however they still are blaming the city water and are not holding there defective water heaters accountable. I've been living in this same house for over 20 years and never had any issues of this kind up until I installed the first Noritz tankless water heater.Business Response
Date: 01/02/2024
To Whom it May Concern,
We've been in contact with this customer and have been to their home to inspect their Noritz Tankless Water Heater. In testing the water quality at the customer's home, it was found that their quality remains below the acceptable standards as laid out in our Installation Guide. In trying to assist the customer in finding a solution to their water quality issues, we offered to assist them in providing parts as well as providing the labor to replace the parts internal to the unit that were effected by the customer's water quality but the customer declined. Our offer still stands in assisting the customer should the accept the solution provided to them.******************************;
Sr. Manager - ************* & Product Quality
*******************************************************************************Customer Answer
Date: 01/02/2024
Will not accept similar defective part. I have bad experience with there 2nd unit allrady last 6 years. Thank you!Business Response
Date: 01/10/2024
To Whom it May ******************** this time, Noritz Corp has provided all available solutions to the customer both within the Limited Warranty Terms and solutions above what is available through our Limited Warranty. During our visit to the customer's home, we did a water quality test and found water outside of the specifications listed in our Installation Manual, Owner's Guide and Limited Warranty. While I do understand the customer's frustration, the sediment being pulled after the unit is likely scale build up and not pieces of the copper heat exchanger. We've offered to provide a new heat exchanger and bring the original in house for further inspection. The customer has declined to allow ********************** to reasonably resolve this issue.
******************************;
Sr. Manager - ************* & Product Quality
*******************************************************************************
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