ComplaintsforNavien

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Navien 240-A installed Dec 2020 Dec 2023 burn on cover. Replaced heat exchanger and other parts. Labor charges $1600 to A ******** plumbing.August 2024 heat exchanger rusted, leaking and error E110. Replaced under warranty. Asked to upgrade exhaust pipe at cost $1130. We are not happy with the failures and the $1000s of labor charges while using a certified plumber for install and meeting all specs.

  

  Business response

  08/21/2024

  Hi Milind, 

  RE: SN 7414Z2060841644 

  We sincerely apologize for the inconvenience you have experienced with your Navien unit. After further review, I was able to pull up your account with your contact information, this the serial number is question ***************. 

  Looking accounts service history, I noticed we have replaced your heat exchanger twice in the life span of the unit. Will you please submit copies of your invoices to ********************************* for review. Please ensure to reference the serial number in your email. I will have to push your account for review and let you know if there is any labor we can assist with. 

  If you have any further questions please contact our ************************ at *******************. 

  Customer Care Team, 

   

   

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just had a boiler replaced under warranty at my home. While I understand it is a "parts only" warranty, Navien chose to have the installer make 3 service visits for a total of 18 hours (4.5 hours of which was spent on hold waiting for Navien to answer) trying parts to fix the old unit. When they couldn't figure out how to repair it, they had the installer replace it. Now I've been billed with all the labour spent wasted trying to fix the defective unit (at their direction to the installer, not mine). I emailed Navien and explained that I shouldn't be responsible for time they chose to spend that didn't resolve the issue, and that was done without my authorization. Their reply was that they thought they were "fair". Unfortunately their idea of fair is me paying for 12 hours of wasted time and them paying the 6 hours it took to replace the unit when it should have been the other way around! Caused me an expense of approx $1000 more than it should based on their inability to diagnose their own product and wasting time and parts trying to fix it. Absolutely unacceptable but of course the big company figures they can do what they want. Simply not right.

  

  Business response

  08/06/2024

  Hi **********************, 

  RE: SN 6609D1931431040 

  On behalf of Navien we sincerely apologies for any inconvenience you have experienced with your Navien. After further reviewing the account we noticed that you have come to a settlement with one of our Labor Claims Processor, please follow their instruction to bring this claim to a close. 

  Should there be any additional questions, please contact our ************************ at *******************. 

  Sincerely, 

  Customer Care Team 

  Customer response

  08/06/2024

  
  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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The problem is that the boiler/heater combi-unit that was purchased 6 years ago is no good and is leaking. Navien has denied a warranty exchange without giving a reason for the denial. Now I have to try to get money together to purchase a new unit when the one we have is only been in use since 2018. I feel it's horrible that they will not back up their product and is making us have to spend more money for such an important component of the house that honestly should have lasted more than 6 years.

  

  Business response

  04/19/2024

  Hi ******,

  I hope you accept our apologies for the misunderstanding. The request was denied because not all of the photos were submitted with the request. And our tech failed to properly communicate that. But since then, Navien has approved a replacement unit under warranty for you and you have been in communication with the ************* Manager getting this resolved. If there is anything left unresolved at this point, please let her know. If all is well, we ask that you update your complaint to show it has been resolved.

  We appreciate the opportunity to resolve this issue for you. Please let us know if you have any questions or concerns still.
  

  Thank you,

  Navien ************* Team

  Customer response

  04/19/2024

  
  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

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty bait-and switch bought a boiler in 2012.was inadequate and company replaced it in ********************************* 2024 company applied 10-year warranty rule to the first boiler -- the one that was replaced instead of to the replacement unit, which was only 9 years old

  

  Business response

  04/04/2024

  Dear **************,

  I can understand where you are coming from. The reason your replacement unit does not get a brand new warranty is because you did not make a new purchase of that unit, it was given to you for free under warranty. Your purchase in 2012 came with 10 years of warranty coverage. Whether that's all on the original unit, or split between the original and replacement. 

  Thank you,

  Navien ************* Team

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After 2 years of research on the Navien Combi, (water heater and boiler) I replaced my 1950/1960 boiler and water heater in 2015 with this unit, installed by a licensed plumber, had a licensed plumber maintain it every year, had to replace the entire unit in November 2019/2020 when it stopped working in which left me with 3 weeks of no hot water or heat as I waited for the new unit, they covered the labor at this time. Now once again the unit is not working and we had a gas leak this time from the unit (and of course when it stopped working it was extremely cold here) I could not wait for Navien to decide if they will cover cost to repair the unit and cover all cost due to the gas leak and the weather. It was repaired by a Certified Navien repair person. I want Navien to cover labor cost for this repair due to their faulty unit.

  

  Business response

  01/23/2024

  Dear **************,

  I'm sorry for the experience you've had with the units. I reviewed both of your files, and it seems both of your units failed for the same reason, which is a clogged heat exchanger. A heat exchanger becomes clogged when debris builds up inside the unit and reduces the flow of water. If the unit can't move water, it gets too hot, and creates a 'hot-spot' on the heat exchanger, which we saw on both units. While water quality issues are not covered under warranty, I show it was allowed as a courtesy since the warranty was not expired yet. However the water quality in your space-heating loops needs to be addressed moving forward. If you have cast iron in your space-heating loop, such as cast iron pipes or cast iron radiators, the iron erodes over time and gets stuck in the unit. The water must either be filtered magnetically (like with our NaviClean) or the water be treated to stop the cast iron from eroding into your water. 

  If you do not have any cast iron, we can help you pinpoint the problem if you send in a water sample from your space-heating loop water. We do free testing here. Just call ************* at ************ option 3 and we will provide you instructions. 

  Customer response

  02/08/2024

  -Why you are rejecting the business' response:  They did not address the Labor Repair Cost as I stated.  I have had the unit maintained every year and have paperwork to reflect this. I also do not have any cast iron piping I have a Looped Finned Baseboard System, it is attached to the water softener, and the water was tested last year toverify water softener was working correctly.
  
  -Mention any additional concerns you would like the business to address:  If this system has failed after I have complied with everything twice I feel this is a faulty unit. If this unit fails I will no longer use Navien.
  
  -Restate your desired resolution:  Cover cost of the labor to repair/replace the unit. 
  
  -If applicable, please send any documents that support your rebuttal statement:  I can forward documents and pictures if required.
  

  

  Business response

  02/14/2024

  Dear **************,

  I'm glad to hear your unit has been maintained and there's no cast iron in your space heating. And having a water softener is great for your regular hot water for your faucets. The issue we are seeing is related specifically to the space heating loop of water. Something in that water is getting clogged inside of the heat exchanger, because we saw hot spots on both of your units. Those hot spots are created when water can't move due to a clogged waterway. We are happy to test your water if a water sample directly from the space heating loop is provided. However I see we recently asked your plumber to completely flush the line, so the water in there is new and might not tell us much until it is recycled for a while. The unit does not produce have any components that erode, and this is really only seen with debris in the space heating loop. 

  Your Manufacturer's Warranty specifically excludes coverage for water quality issues. However we covered a replacement unit plus a replacement heat exchanger because we honor our product and try to support our customers. Your 1-************ Labor Warranty also expired on 10-2-2015. However, in an effort to resolve this complaint, we will allow a courtesy of $400 to be claimed to help offset some of your labor expenses. I hope you find this agreeable, given this does not appear to be a manufacturing defect. If you accept, please use the instructions below for making a Labor Claim with Navien for the $400 credit.

  LABOR CLAIM INSTRUCTIONS
  This link is for customers to request reimbursement for labor charges they've already paid for out of pocket. ******************************************************************
          Requirements: invoice and proof of payment

  If you haven't paid the bill yet, please let me know and I can provide a separate link for your contractor to claim the $400 credit. 
  
  

  For my reference
  REGARDING: SN 6610w1951641145 & 7966201412041185

   

  Thank you,
  Navien ************* Team

  Customer response

  02/15/2024

  
  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

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Navien seven year old condensing wall mounted furnace model NHB-110 is incapable of generating any heat as of Dec 27, 2023. The same local company which performed the initial installation also annually services/maintains the furnace. The system was functional prior to the annual maintenance visit. The technician identified rust and corrosion inside the unit where the exhaust vent exits as well as corroded wires, discolored control board and oily brown fluid leaking from the bottom of the heat exchanger, and loose wires. The repair technician contacted Navien Repair support and provided a live video feed. to assess parts requiring replacement. Navien stated they would order 4 parts related to the exhaust system from the original call. The system reported an E047 (Exhaust Thermostat ) error code when powered on, rendering the system non-operational, after the call was completed.The local company sent a repair supervisor who also communicated with Navien repair. Note the supervisor powered up the system and sparking noises from the ignitor occurred.The supervisor needed to wait on hold for ~ 1.5 hours before speaking with Navien repair support. The Navien support tech communicated Navien would not provide the heat exchanger assembly,pn 30013575A, that is leaking the oil brown fluid, *************** Kit pn 30017285A, or other parts and the customer would have to deal with the consequences.I am requesting a Navien repair employee visit my house to understand the internal conditions of this 7 year old unit.The local repair technician stated in the past Navien has provided new replacement furnaces with systems with this level of defects. Supporting jpeg files are attached showing the defects.I am not confident replacement parts will be a long term fix and the condition will repeat itself, nor that existing furnace is safe to operate. Meanwhile my family is at home without heat or hot water for an indeterminate time, going to the New Year old weekend.

  

  Business response

  01/02/2024

  Hi ****************,

  I believe this complaint was made prior to our conversations. To confirm, Navien has already authorized the unit replacement under RGA UO23Z294222. Please reach out to me if you have any additional questions.

  Thank you,

  Navien ************* Team

  Customer response

  01/02/2024

  Good morning,

  I acknowledge receiving a full replacement offer from Navien, for a new model ****110H boiler, however local installation companies have been unable to locate the ****110H boiler locally, by multiple local distributors..
  
  Navien correspondence stated they would ground ship that model number from ********** to ************* after a credit card was provided, as discussed below.
  
  Local contractors have been unable to locate the ****110H boiler and replacing the existing boiler, model ****110, with same model number didn't make alot of sense to use given the 7 year life of the first unit.

  "To obtain the replacement unit works like this
  - Plumber of your choosing picks up a replacement unit at their local plumbing supply house. The unit will either be charged to them or put on their account. Reference the *** number and let them know its a warranty claim.
  - The unit gets replaced and the old unit is brought back to that same plumbing supply house.
  - Supply house returns unit to Navien for credit. Supply house credits back the plumber.
  If you or your plumber run into issues with this process, we can also have the unit shipped, but it ships via ground and can take up to a week to arrive. We also require a credit card on file to ensure the old unit is returned"

  The one week lead time to accommodate ground shipment is unacceptable, as the local weather forecast for Jan 5, 6, and 7 is colder temperatures, windy conditions and snow. We have been without heat or hot water since Dec 28.
  
  We have a local contractor installing a new non Navien High Efficiency Boiler on Wednesday Jan 3, ****, because the combination of poor Navien boiler lifetime (7 years) and a slow replacement time to deliver replacement boiler will only extend the time our home is without heat or hotwater.

  
  
  
  

  

  Business response

  01/15/2024

  ****************,

  Here is the information I provided to you on 12/29/2023 about getting a replacement unit. 

  "Your replacement unit will either be an ***-110 or an ***-H-110, which is the newer version of the *** that we just released. Some of the wholesalers will still have the original unit in stock, which would be easier to replace if you can find it. But if they are out of stock, we allow for an upgrade to the current model."

  If you can please respond to me directly with your replacement unit's serial number, I can tell you which model unit you purchased and if it was the model authorized. On 1/2/24 you emailed to say you were going to replace the unit, but the model wasn't available and you didn't want to wait for a shipment. So I responded the same day to ask how you will be moving forward and what model unit you were having installed. I did not receive a response from you. 

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

  Customer response

  01/17/2024

  
  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

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Navien tankless water heater installed in August of 2023. Worked for approx 3 months and then started throwing an error. Called Navien technical support and they said they needed a plumber on the line to troubleshoot. Called plumber a couple days later (without hot water) and the plumber sat on hold for 4 hours waiting on Navien technical support (at $135 an hour) and they did a quick troubleshoot and sent a part. That part was replaced and machine worked (another $135 for a service call) the machine worked for 10 minutes (until after plumber left) and then quit working again. Scheduled ANOTHER service call, plumber returned and was on hold for 2 hours waiting for Tech Support. They did a troubleshoot (pressures, etc) and had him adjust a setting and the machine started working...for about 10 minutes until plumber was gone. That is where we are now, Customer support says nothing they can do to help. We are in over $800 just to the plumber for troubleshooting this issue, not to mention the install and the cost of the actual tankless water heater. Avoid Navien at all costs, they do not stand behind their products and are impossible to contact for support.Support case: PL23Y150268

  

  Business response

  12/20/2023

  Dear ******************,

  I'm very sorry to hear about what's been going on here. Thank you for your feedback. I want to try and help. I pulled up your file and it looks like we did approve for your unit to be replaced shortly after you sent this message. I also see you are already in contact with a Senior member of our ************* team, *****. He has notes on your file to review your labor invoices once submitted. Have you had a chance to get those over to him? He checked but said he hasn't received anything yet. 

  Customer response

  12/20/2023

  I sent the invoices over, the website indicated 6-8 weeks for review and 6-8 weeks to receive *************. The site also indicated $240 *** ************* per issue and the tech was on hold for 3 hours (totaling $405) for the first call alone. 

  I hope we can get an exception for the *** labor ************* given the extraordinary long hold times to get tech support on the line. 
  thanks,

  ***************************;

  

  Business response

  12/21/2023

  Hi I see your claims submitted through the online form, which is different than requesting approval for labor above what is covered under the warranty. I will have your invoices reviewed and we will get back to you by end of week to let you know what we can cover.

  Thank you,

  Customer Care Team

  Customer response

  01/03/2024

  will revisit after I get a response that customer care has reviewed invoices and decided to reimburse me.  Assuming I am reimbursed in full we can close the inquiry as satisfactory. 
  thanks,

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

• Initial Complaint

  12/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an Avian NCB24OE Tankless heater installed in 2019 by a licensed plumber. As of today, had nothing but problems with the unit. Third time with no heat or hot water. The week of November 27, through December 5, have been the worst time in my life. My lifestyle has been disrupted because of your faulty and unreliable product. We had no heat or hot water during this time. The average temperature in the house was 55 degrees. Because of lack of heat, I contacted a bacterial infection and had to seek medical help. Hired a licensed HAC company, with NAVIEN experience, to find the problem. The technician had to make three visits and replace various parts that were found faulty. Replacing the parts became extremely stressful, technician was not able to find any local distributors who carry the parts needed to repair the system. Had to deal directly with manufacturers, in **********. Technical support made life miserable for the technician. They promised him that they would ship the parts(s) ASAP but had to wait days before they parts were received. As of today, 12/5/2023, we still waiting for the part(s). Beginning our eight day with no heat or hot water. It's the worst experience in my lifetime. Company has no morals or respect for human life. I do not have any good experience with this product, and I regret installing it.

  

  Business response

  12/20/2023

  Dear **************,

  I'm really sorry to hear this. I want to help. Is the unit still malfunctioning or did the last repair resolve it? This method of communication is not the quickest, so if you could please email me directly with where things stand at the moment, that will help move this along faster. ***************************************** and please reference your serial number *************** in the subject line. 

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our new Navien hot water heater was installed in March of this year, and about 10 days ago it stopped providing consistent hot water. We had our local gas company out and they determined the gas supply was fine. I then called Navien technical support and they wouldnt help me since I am not a contractor. We then called a contractor out who was unable to fix our water heater (after charging us $235). Then we called the contractor who built our home, who then called another contractor who services your units. He told me that the circuit board on these newer units are prone to failure, and to call Navien technical support again and ask for a new board. Called their technical support again, and updated them with the new information. They again refused to help me since I am the home owner and not a licensed contractor. They also stated that the unit was never registered, perhaps to set up warranty refusal. I told the gentleman that it cost me $235 to have a technician come out, and asked if Navien would pay for it, which he declined. I told him that if I have to pay $235 for each call out to my home I may as well just buy a new water heater with all this would cost me. He again stated he would not help me since I am only the homeowner. I would like my water heater repaired under warranty, and a refund of the $235 I already spent trying to get this repaired.

  

  Business response

  10/13/2023

  Complaint ID: ******** 
  
  Dear ****,                                                                                                      10/12/2023
  
  We sincerely apologize for the inconvenience you are going through with the Navien unit. After further review, I was not able to pull up an account since there was no serial number provided. I did a brief search with your personal information and I was not successful on locating you in our database. This can only mean that the unit is not yet registered.
  
  If there are concerns on how the unit operates and questions regarding gas pressures or if you are experiencing any other issue with the Navien unit, the manufacture requests that you have a license plumber call in and trouble shoot with our Technical Support available M-F 5am to 6pm EST and weekends 5am to 5pm EST, please have the plumber call our Tech Support line at *******************.
  
  We ensure to provide our best customer service at all times,we apologize if you feel different about your last call. What I can offer you is a call back with one of our season level Three Technician to address any concerns.
  
  To register the product, you can do so online at *********************************************** or our ************* line at *******************.
  
  
  Thank you,
  *******************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $4,422 to have a new boiler installed in a house located at ******************************************************. The boiler that was already in the home was under warranty with Navien, and the warranty number is SN ****************. However, Navien has refused to reimburse me for the money. Instead, they directed the payment to the supplier and the contractor, both of whom had not given me a refund. Rather than assisting me, Navien consistently redirected me to the supplier and engaged in disputes with the contractor. This situation is frustrating, especially considering that Navien is responsible for advertising a product with a warranty they are not honoring. I am seeking a full refund to compensate for the inconvenience caused by this ordeal and the company's failure to uphold their warranty agreement.

  

  Business response

  09/13/2023

  Complaint ID: ********
  *******************
  
  Dear *********,                                                                                                         09/13/2023
  
  We sincerely apologize for the inconvenience you are going through regarding your credit for the unit replacement. After further reviewing your account, I noticed that youve been in contact with our ************* Manager.
  
  We are aware of your situation, and you should have received an email from our ************* Manager on Friday with instructions on how to get your money back from your plumber. Your plumber is the one you gave the money to, so that is who you need to get your money back from. If you have additional questions about this,please respond to her email so she can provide further guidance.
  Unfortunately, we do not allow any returns; this is a hard rule in the direction of our parent company.
  
  Thank you,
  
  *******************
  Claims Coordinator
  ************************  

*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. ↩