ComplaintsforNoritz America Corp

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 years

  

  Business response

  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.com  
  
  

  Customer response

  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

  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 response

  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

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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
  *******************************************************************************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regarding call 2015.12-033113,On 10/24/23 at about **** hours, I had a professional ******* with ******** come and ***** my tankless water heater issue. My system has an internal leak. The Plummers professional opinion was that there is either a cracked pipe or a cracked heat exchanger. The tankless water heater was previously replaced under warranty two years ago and this is a fairly new system. No reason there should be a crack at all or any leaks. My system gets professionally serviced every six months. All this was explained to the Noritz representative over the phone (employee *****). I asked ***** for his full name or some sort of employee identification and he refused to provide either. ***** said ****** (his supervisor) denied my warranty claim due to not having a water softening system installed. I asked to speak to any supervisor and I was denied. I believe my water heater is within the warranty and the warranty should be upheld and a replacement unit or part be provided under the warranty.

  

  Business response

  11/01/2023

  We've reached out directly to the customer but have not been able to make contact. We'll continue to reach out to see how we can assist. 

   

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Noritz tankless ** heater, NRCR111DVNG, on March 20, 2023 from Faucet Depot. It was delivered to my home on April 3, 2023. My plumber , West Coast Plumbing, came out to install the water heater April 5, 2023. After the installation he fired up the unit and it did not work. After he checked and rechecked the connections and still heater not operating he called Noritz service Tech. After 3 hours on the phone with the Tech. and sending pictures of the installation Noritz determined that the mother board and recirculation pump needed replacement. THIS IS A BRAND NEW UNIT! My plumber, under the advise of the Tech., he was able to get the ** heater to operate so we would have **. By the next day the heater failed and was not generating ** and was giving a code of "11". I took it upon myself to contact Noritz Tech, ******, who was very understanding and had me work with her to fire up the unit. After 2 hours she determined that the igniter module was bad and she would send a new one. It arrived Tuesday April 18, 2023 and I installed it and fired up the heater and again heater did not fire up. Again I called Noritz and spoke with ******, Noritz Tech, and after 1 hour of testing and trial and error he now has determined it could be a gas issue. I contacted my plumber who spoke with Noritz Tech. and determined he, West Coast Plumbing, would have to do troubleshooting a brand new unit to possibly correct more manufacture issues. I had enough and spoke with *****, a senior manager with Noritz, and told him that I wanted an exchange of the heater with one that works. His response was " we do not replace we will supply parts that *** be bad and we will not pay for any additional labor! THAT IS YOR EXPENSE!!!" When asked how is that my expense he just stated how much the parts he sent out to repair a brand new heater cost and he will not cover the labor cost. This is absurd and I have paid for the installation and not paying for the labor to rebuild a new heater.

  

  Business response

  04/26/2023

  To Whom it may concern:

  I had the supervisor in our **************************** reach out to ******************. The unit was thoroughly troubleshot and no issue could be found with the unit itself. It was advised that there may be a blockage in the incoming gas line to the unit. The supervisor did receive an email after that troubleshoot from ****************** informing her that he did indeed find a blockage in the gas line and that the unit is now operational. Noritz did send out parts as a courtesy previously, and on several occasions offered to reimburse ****************** a reasonable amount to have these parts installed. We will honor this arrangement even though these parts were not required to resolve the issues. 

   

  ******************************;
  Sr. Manager - ************* & Product Quality
  *******************************************************************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Norwitz is the absolute worst company ever. We had our Norwitz tankless installed in 2017 and we paid twice as much as a tank water heater because it was supposed to last 20 years rather than 10 years. WHAT A JOKE!!!! Our water heater has been out COUNTLESS times in the last 6 years. Our most recent repair (replacing a motherboard) lasted less than 30 days (28 to be exact). I do not understand why anyone would work with your terrible company that refuses to replace our system and insists that parts (while we have no hot water for days) is sufficient. Norwitz admits that they had problems that were resolved by a 2018 or 2019 overhaul of their product, but they leave customers like me in the lurch.

  

  Business response

  03/09/2023

  Hello *********, 
  
  I would like to acknowledge your frustration with the ongoing cases of your **************.  
  
  Although I understand your request to just replace the unit, in reviewing the history and the photos provided of the unit and installation, Noritz has honored the written terms of the warranty.  
  
  The first call on file was 2/6/18 for overheating where purging the system was recommended, no call back until 05/19/22 after 4.75yrs of installation with 4,870 burn hrs. with the photos provided the unit was vented with ABS venting that is not rated for the exhaust temperatures, in the photo it is also visible the termination of the venting does not look to be one of the tested and approved examples shown in the installation manual the exhaust looks to be terminating within the wall.  
  
  The heat exchanger was processed per the terms of the warranty and with the advisement of the venting material needing to be PVC or CPVC.  A follow up call-in request to the pump outlet pipe was made, and the pipe was processed per the terms of the warranty, with the combustion hours as well as no water treatment in an area known to have hard water the case would fall under operational as well as water quality affects. This would be the same for the error 45 due to the leaking mixing valve reported 2/1/23.  On 3/1/23 a report was made for a leaking pump cap. The pump was processed 3/6/23 after the initial call trying to be resolved with tightening the cap did not resolve the issue.  This would be the last reported issue on file.  
  With the average hardness without treatment being about 22gpg and most of the failures having to do with parts leaking this would be considered normal wear and tear and warranty has been honored by the terms with processing parts for replacement.  

  Customer response

  03/12/2023

   Dear Sir or Madam.
  
  Noritz’s response is not supported by the facts.  Noritz is referring to the two times where my husband was sufficiently frustrated with our contractor’s handling of the matter that he reached out to the company directly.  Our unit has been serviced not less than annually since its installation, and it has been serviced 5 times already this year.  Our contractor often had the parts and has an obligation as a Noritz distributor to do warranty work.  He has had to contact the company on occasion for additional parts, which is not reflected here.  Also, it is not true that PVC is superior to ABS.  A simple Google search yields that answer - ********************************************.
  
  We selected a tankless water heater because it was to have double the life expectancy of standard water heater.  See a another simple Google search * *********************************************************************************   We paid well more than double for a product that is supposed to last for 20 years, yet we have had annual repairs that are becomingly monthly and days without hot water as we wait for parts.
  
  Noritz has even admitted to my husband that there were major issues with the unit that we have that led to an engineering overhaul in 2018.  I have friends who installed Noritz water heaters after we did and have not had the same problems.  If Noritz knows that the product had a problem and completely redesigned it to address the problems that we have all of the time, why is our product not being replaced?
  
  Respectfully, this is not a best business practice.  It is not even a decent business practice to leave the client holding the bag.
  
  Sincerely,
  
  ********* ******
  

  

  Business response

  04/11/2023

  Good Morning, 

  Noritz will be reaching out to the Ms. ****** directly to better advise on how Noritz can assist. 

   

  ********* ******  *** ******* * ******** **** * ******* ******* ***** ***** ******* ******** ******* ** ***** ************************* 
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 23 December 2022 my tankless water heater stopped working. I called Noritz tech support and the associate determined a problem with my flow sensor. I ordered a replacement. After shipment it was determined that the problem was much worse and it was a cracked heat exchanger. I patiently waited for the flow sensor to arrive. ***** tracking said it would be the following Monday. The item never arrived and after a dispute with ****** it was determined the part returned to Noritz without coming to my residence. I have yet to have any communication with Noritz that wasnt initiated by my own phone call. Its now been 33 business days with no refund for an $82 part that was never delivered. I have spent more than an hour and a half trying to get this refund. My last attempt I was told I should see the refund a week ago and havnt yet. I have emails and ***** screenshots. Noritz has not reached out to me.

  

  Business response

  02/15/2023

  To Whom It May ************************************ have refunded the returned item as of today. We do apologize for the delay in processing. We began investigating the returned shipment on 1/19/23 when the customer filed his claim with us. Once we located the item we began our processing for the reimbursement. 

   

  ******************************;
  Sr. Manager - ************* & Product Quality
  ***** ************, ***************, ** 92708

  Customer response

  02/16/2023

  The refund transaction has not posted to my bank account. I will give it till Friday evening and then respond accordingly. Still at no point has this company reached out other than automated email communication. 

  

  Business response

  02/28/2023

  Good ************************************************ reached out to **************** directly on 2/20/2023 to provide confirmation that his refund had been processed on 2/15/2023. 

   

  ******************************;
  Sr. Manager - ************* & Product Quality
  

  Customer response

  02/28/2023

  I was in fact contacted, the individual I spoke with claims to have never heard of my issue prior to that. I provided him with all correspondence to Noritz America. Three days after he contacted me I was finally refunded my money. Yes I received the initial funds back, however it took several attempts and ultimately a BBB complaint to finally get some sort of response. I do not accept this as ok. I have my $84 back but Im out 3 hours of my time. 

*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. ↩