Complaints

This profile includes complaints for Noritz America Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Noritz America Corp

  11160 Grace Ave Fountain Vly, CA 92708-5436

  
• 

  Noritz America Corp

  12 Skyline Dr Hawthorne, NY 10532-2133

The 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:10/24/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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

  Date:04/19/2023

  Type:Service or Repair Issues
  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 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

  Date: 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

  Date:03/02/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 04/11/2023

  Good Morning, 

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

   

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

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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. 

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2 year old Noritz tankless water heater failed after cold temps. It was professionally and properly installed outdoors, and has been used properly. My family is without hot water because of this. Upon calling the department, they immediately dismissed a warranty claim due to environmental factors. The agent said that the water heater may be installed outside and is covered outside but that it is not recommended. The way environmental damage is being used as a blanket disqualifier makes virtually any claim on an external unit susceptible to dismissal and makes the warranty vacuous and deceptive. When I asked to speak to a supervisor the representative told me that escalating an issue would mean being contacted between ***** hours later. This is not time we have. When I asked for another solution the rep said were done and hung up. Obviously I would love to be made whole in this and have hot water, but mostly want them to be held accountable in their warranty promises. Their current 10 year warranty isnt worth anything.

  

  Business Response

  Date: 01/16/2023

  To Whom It May Concern, 

   

  We've reached out to the homeowner directly to provide more information on what is covered under the Noritz Limited Warranty as well as to assist in resolving their hot water loss. 

   

  Best Regards, 

   

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

  Customer Answer

  Date: 01/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************************
  
   
  

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  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.

  On 12/22/2022, I retained a plumber to fix the water heater. The plumber contacted the manufacturer and was informed the problem with the water heater was covered by the warranty. The manufactured sent parts, but the parts sent did not correct the problem. The plumber contacted the manufacturer, informed Noritz that the parts did not resolve the problem and requested that Noritz send a replacement unit. None was sent. I called Noritz on 1/9/2022 and was hold for approximately 2.5 hours. No one answered the phone. I heard a music and a recorded message that said, "there are 41 callers ahead of you." I want a replacement water heater delivered and installed before 5:00 pm on 1/10/2023.

  

  Business Response

  Date: 01/12/2023

  To Whom It May ********
  Our first contact with **************** contractor was on 12/28/2022. During this communication, we diagnosed a heat exchanger leak, with the primary cause corrosion due to water quality. In this communication it was found that there was not water treatment present nor were any steps documented to promote the units longevity through periodic maintenance or descaling the unit to remove scale buildup. Noritz did ship the parts necessary to resolve the issue, delivered to **************** contractor on 12/30/2022. We did receive a callback from the contractor on 1/2/2023 after having replaced parts and found that one part had not been installed properly and there were additional parts needed that were not originally affected. We did notify the contractor that he would need to check voltage to confirm the parts needed. The contractor did not have the necessary tool to check voltages and so needed to call back later. Our next contact in was on 1/9/2023 and while the hold time was lengthy, the customer was assisted, at this time we shipped two additional parts to resolve the ongoing issue. At this time all parts needed to resolve the water loss have been received by the contractor and no further action is needed from Noritz.

  Best Regards, 

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

  Customer Answer

  Date: 01/16/2023

  On 12/28/2022, Noritz failed to correcty diagnose the problem with its water heater.  Noritz sent replacement parts based on its incomplete diagnosis of the problem. On 1/2/2023, the contractor informed Noritz the parts sent did not resolve the problem after waiting an excessive amount of time to speak with a Noritz representative.  When Noritz finally answered the call, the contractor informed Noritz that the parts sent did not resolve the problem and requested a replacement water heater.  

  Noritz refused to send a replacement water heater and provided another diagnosis but failed to send the replacement part pursuant to the second diagnosis until the owner called on 1/9/2023.  The owner was on hold for approximately 2 hours and 45 minutes before the call was answered.  

  The representative refused to expedite the delivery of the new part, but sarcastically remarked that the owner could have the part the next day if the owner drove from *********** to Orange County to pick it up the part.  The owner is informed and believes that the replacement part was delivered after the close of business on 1/5/2023 or in the morning on 1/6/2023. 

   

  The warranty associated with Noritz' water heater is "useless" because of the poor customer provided in support of the warranty.  Based on this experience, this owner will never purchase another product from Noritz and urge others to do the same.  

   

  

  Business Response

  Date: 01/26/2023

  To Whom It May *************************************** Noritz does offer over the phone support to contractors and homeowners, our ability to properly diagnose an issue is dependent on the information that is provided to our technical support staff. Regarding the call on 12/28/2022, no indication was given that additional parts outside of what was sent would be needed to resolve the homeowners hot water loss. Additionally, during our 1/2/2023 communication with the contractor who was onsite, it was found that they did not have the tools necessary to provide a proper diagnosis of the additional problems. We did notify the contractor as to what was needed, but did not receive another communication until 1/9/2023. The call on 1/9/2023 was fielded after our shipment cutoff time so a Will Call pickup was advised as the fastest method in obtaining the additional parts needed, otherwise the parts would ship from our location on the next business day and arrive one business day after shipment. We do have many contractors and end-users that do prefer to Will Call after service parts in lieu of waiting for shipping, this was not a suggestion made in jest. While I understand the frustration in having to go additional days without hot water due to needing additional parts, Noritz does have procedures in place to not only diagnose and determine if damage is covered under our Limited Warranty but also has options for expedited services that were offered but not selected by the contractor or homeowner in this instance. 

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

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased the NRCB199 combo boiler on Feb2020 and there is nothing but problems. The first problem was blowing the glycol safety valve several times. After a phone call to the technician they were rude, blamed everything else wrong with the install. After spending $2000 on labor to comply with the technician and still having problems they finally sent out a heat exchanger and associated parts. As stated above after changing several glycol fittings installing a circ pump this never fixed the problem. After the heat exchanger was replaced the problem went away. Yes the parts were finally shipped but it was like pulling teeth and another 8 hours labor to replace all the parts. This company will never send out the parts under warranty until they break the bank complaining about other things that are not relevant. This took months of calling by the technician and replacing external parts before they admitted the problem inside the box. At that time we had several high limit trips which made the fan become very hot. About 6 months later the fan is making a squealing noise. The plumber called in twice with conflicting answers. 1st tech wanted the glycol strength tested and burner pressure. After sending that in a 2nd technician says 25% strength is too high. This is causing the fan to squeal since the burner pressure was good. The manual says 50% strength for glycol and the 1st technician mentioned under 30%. But the second tech wants us to drain the glycol and pump water. Do they not know the temps in ****** and that water will freeze for infloor concrete heat. Every excuse the tech make to not send out a new fan assembly. They have videos of it squealing and the company chooses not to stand behind their product. This is very poor customer service. In fact there has been every part replaced except this fan and inlet gas regulator. Call this a lemon.

  

  Business Response

  Date: 10/18/2022

  To whom it may concern, 

  We have reached out to this customer directly and are working towards an amicable solutions. 

   

  ******************************;
  Sr. Manager - ************* & Product ************************************************************************************ 92708
  www.noritz.com/ezwarranty 
  
  

  Customer Answer

  Date: 10/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service Issues
  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.

  To whom it may concern :I *************************** am writing a letter to convey discrepancies endured within the process of working towards rectifying a problematic occurrence regarding my hot water combination boiler; amongst myself and the manufacture(Noritz). In the course of 2 months, I have functioned without the basic necessity of hot water due to compromised system components. On several occasions, despite rendering information by hired plumbers as an effort to restore service; Unfortunately, I was instructed to hire another plumber, which executed procedures contrary to what was originally conveyed by the guidance of the manufacture. I *************************** am requesting reimbursement for misinformation.

  

  Business Response

  Date: 09/29/2022

  
  Over the last few months, we have had multiple communications with ******************** in his attempts to resolve a few operational issues with his Noritz Tankless Boiler. During these exchanges it was found that the installation of his boiler was not per our specification. These errors have led to operational issues as well as made servicing the unit much more difficult. It was advised to ******************** on no less than a dozen separate communications that he would need to have a licensed contractor onsite to assist him in resolving the issues. On 9/1/2022 we received a call from a servicer onsite at Mr.********* home. We were able to walk this contractor through the necessary items to get Mr. ********* unit back up and running as well as offered advisement on the installation errors that would need to be resolved.  This unit was installed in November of 2017.Our Limited Warranty only covers reasonable labor within the first year of installation for manufacturing defects.

  Sincerely, 

  
  ******************************;
  Sr. Manager - ************* & Product ************************************************************************************ 92708
  www.noritz.com/ezwarranty 

  Customer Answer

  Date: 09/29/2022

  Unfortunately it is apparent that the manufacture havent read nor failed to understand the issue. As I have spoken to the manufacture within the course of the two months concerning my  ordeal; the issue is regarding the information rendered as far as representatives blatantly expressing the inability to be able to instruct me in  rectifying  discrepancies of restoring hot water after the proper service was rendered to the boiler. The manufacture instructed me to uninstall components the boiler needed to function(such explanations was confirmed as inaccurate information from the plumber that was hired onsite). Further, after pleading to gain insite of executing the procedure that couldve been rendered without the help of the plumber that was requested by noritz(with the plumber requested, I was declined of the method that wouldve allowed me to contribute to the function of the boiler after 2 months). I was told that there is nothing that I couldve been able to do by their guidance to rectify the issue. I asked if I am to pay a plumber a service fee, would I be reimbursed if it is a method that the manufacture can render unto myself; which would refrain from unnecessary funds disbursedonce again, I was relayed information that was contrary to what was informed to me prior. After the work was executed with the plumber;I realize instantly that the information conveyed to him was vital information that couldve allowed me to  to rectifying the issue sooner rather than later. Unfortunately the manufacture is known for such errors on ****** as well as for the BBB site altogether. Once again I am requesting reimbursement for misinformation. 

  

  Business Response

  Date: 10/10/2022

  While in some cases we are able to assist homeowners with some procedures dealing with the maintenance of their Noritz products, it is at always preferred that a homeowner procure the professional assistance of a licensed and bonded professional in their area. We did attempt to provide ******************* with documentation that would assist him with inquiry but found that the task that was needed was outside of the scope of what we can assist with over the phone given the modifications needed to the installation of Mr. ********* product. As stated on the front page of the Owners Guide for the Noritz unit that is installed at Mr. ********* home, Installation and service must be performed by a qualified installer, service agency or the gas supplier.