ComplaintsforNavien

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tankless Water Heater, Worked for a few months then it quit. My contractor was very good and called them to diagnose the problem.They sent a replacement part and it was installed but it did not fix the problem. Since then we have gone thru several other parts but I still have NO hot water going on 3 weeks now they agreed to swap out the unit with anew one, however my contractor was unable to get a new one s I called back and was informed by another support person that the old unit had to be turned in to get the new unit.I have passed this info on to my contractor. I have been patient to a fault, I think, because my wife and I are in our 80's and can't even take a bath or do laundry for some time. I am thinking now that this company does not have a good support system and really do not care if a customer is without hot water. I am thinking I just want my 4K returned and they can have this old unit back. Then I can get an old reliable water heater with a tank.If you can assist me in this I will be very appreciative .Thank you ***** O'Dell

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a Navien water heater installed on new home construction of 2020. It was defective right away. Only brown water came out of hot water. Cold water was clear. After 3 months of fighting with builder they showed up and heat exchanger was defective. It was replaced. Now less that 3 years later, it is leaking and have no hot water. (PS Navien says they NEVER go bad) It trips the breaker it is on. Navien will only work with licensed contractor. Not sure why. Brought contractor out on May *********************************************** some pics. They will review it and sent my contractors away. I could have taken pictures without a service call. I called in asking for replacement. They said they would call me back. No call backs at all on Friday. Called again on Saturday. No status on the repair. Called back on Monday May 22. They finally sent me to level 2 to address getting replaced and per **** at Level 2, he does not have the authority to replace the unit. It needs to be done by a senior. Asked to transfer me there but it is not an option. Asked him their procedure on escalating trouble. I was advised I am asking too personal of information. I was told they tried to call me 3 times on Friday but they wrote my call back information wrong. I called Monday and was told I would not get a call back until 11am due to ********** time. I finally called at 12:30 AND asked to speak to someone that can authorize a new unit and that is when I got **** at Level 2 who can not authorize it, will not give me their escalation procedure. He finally offered to transfer me to ************* but instead hung up on me. I want to have the existing defective unit replaced.

  

  Business response

  06/01/2023

  Complaint ID: ********
  SN: 7414X1782121528
  
  Dear *****,                                                                                                                                                         05/31/2023
  
  We sincerely apologize for the inconvenience you are going through with the Navien unit. I was able to find your account with your full name; this is the serial number in question: ********************* further reviewing your account, I noticed that your contactor was able contact our Technical Support again back on May 22, 2023. We spoke to contractor **** regarding the leaking heat exchanger, and how there were some parts that were compromised due to the leak.  
  
  After further review, our Tech Support was able to approve the Unit replacement and an Outdoor Vent kit. This is the authorization number for the Heat Exchanger, RGA UO235226146. Your new unit will have to be picked up from your local wholesaler, ensure your plumber takes back the defective unit. This defective unit needs to be sent back to the manufacturer by the wholesaler so they can receive their credit for the new one you are getting.  
  
  Although, Navien will continue to honor the manufacturer warranty on your replacement unit. Our units carry 3 independent warranties that are all based on the original installation date 01/09/2020, which for this product are as follows:
                  Warranty Parameters 
                  *******************
                                  1 Year Labor Warranty: Expired on 01/09/2021
                                  5 Years Parts Warranty: Expired on 01/09/2025    
                                  15 Years Heat Exchanger Warranty: Active until 01/09/2035   
  
  If you experience any further issues,please ensure to have your plumber call Navien at *******************.
  
  Thank you,
  *******************

  Customer response

  06/01/2023

  
  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

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Navien tankless water heater. Installed in 2021 by previous owners. Started leaking November 2022. I had after significant back and forth and multiple plumber visits a replacement for the leaking heat exchanger sent. Replacement was installed by certified plumber 3 months ago. I discovered that the replacement is also leaking. Naviens products are not up to any consumer standards.

  

  Business response

  05/02/2023

  Hi Mr. *******,

  I'm really sorry to hear the unit is leaking again. It could just be an o-ring that wasn't seated properly during the last repair, or it could be a new problem. In order for us to move forward, please have your plumber call us while in front of the unit to report the problem and get the warranty process started, if necessary. If your replacement heat exchanger is defective and leaking, we will help take care of the labor costs to have the issue resolved. Please email me once your plumber has reported the issue to us so I can follow up on the file and see what the outcome was, and go over next steps with you. My email address is ***************************************** and please reference "SN 7414e2081396401, BBB" in the subject of the email. 

  Hopefully this is an easy correction and we can get you squared away quickly. Please let me know if you have any other questions or concerns.

  Thank you,

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

  Sr. ************* Manager

  **********************, Inc

   

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 9th through Eazy Electrical I became the unfortunate owner of a Navien Tankless system. It was my desire to save energy and have better efficiency by switching but I whole heartedly regret that decision. The unit worked fine until the weekend and since then I have had no reliable hot water going on now into 3rd week. Eazy Electrical to their credit have responded to my calls and contacted Navien as the manufacturer prefers a licensed technician performs installs/maintenance. At each turn Navien ************** plumber perform certains steps such as adding a pump to collect condensation from unit, adding additional ground wiring, even replacing the gas line supplying the unit due to issue with gas pressure. Even despite all these steps I do not have consistent hot water with unit still giving same ignition failure message. When speaking with Navien myself on March 25th after finally having the last stray of these issues they claim that despite 2 weeks worth of work the plumber never had the right tools to measure gas supply flow. I find this highly suspect on the one hand because I was present with plumber during calls and never did they mention needing to check the pressure of gas supply going to unit even after several manufacturer support suggestions including cleaning, reprogramming, and adding grounding wire. On top of all that if they could not properly determine gas pressure they why would vendor recommend replacing line without have details on exactly what the pressure was? It all appears to be a delay tactic to not replace faulty equipment and based on these other complaints I am almost certain that is the case. I even had support tell me that my plumber did not increase the size of gas supply line when they have never even seen my house and it was based on their own suggestion to do. At this point I am out several thousands dollars for an expensive garage ornament that does not work.

  

  Business response

  03/31/2023

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

  Thank you for reaching out. I'm sorry to hear about the experience you had. 

  For Navien, we need a licensed professional to contact our Technical Support team while in front of the unit and prepared to troubleshoot in order for us to provide a diagnosis. Looking at your file, I show the issue you were experiencing was an error code 003e, which is an Ignition Failure. Ignition requires gas, air, and electricity. Because this is a broad error code, we need to narrow down the issue. One of the first things we typically check are the gas pressures, as that's a common culprit. Unfortunately, your plumber did not have a manometer on them when they called on 3/22/23. So we asked them to call back when they have one. They called back two days later with the same issue, but still failed to bring a manometer to the jobsite. A manometer is a common tool used for tankless unit installations and service. Without this necessary tool, we were unable to diagnose any issues with your unit. 

  It is my understanding that the unit was removed already and replaced with another manufacturer without following the warranty process. 

  In our email exchanges, you mentioned that there were other calls besides the two I mentioned above, where additional troubleshooting and/or recommendations were made. I was not able to locate those calls with the phone #s I had to search from. If you have other phone numbers I should be searching, please let me know.  

  At this point, we don't have any evidence that there was a defect within the unit, and we must deny your request. In order to confirm a defect, it was necessary to go through the warranty procedures and complete the required troubleshooting. 

  Thank you,

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

  Sr. ************* Manager

  **********************, Inc

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had 2 Navien NPE 210A2 tankless water heaters installed on or about 12/16/2022. Both units were installed on the exterior of our newly constructed house. One of the units stopped working on 2/13/2023. The plumbing company that installed the unit came out to assess. Error code E-046 (heat exchanger thermistor) was on the front panel display. The plumber work description was "... control panel & wires got wet & corroded...something had to of froze & busted heat exchanger. Need to replace water heater..." We had asked the builder if exterior installation of the water heater would be a problem with freezing. The builder told us that the Navien water heaters are commonly mounted outdoors in this area. The Navien Installation Manual states "Outdoor installation should only be considered in mild climates...freezing temperatures...can damage the water heater...Outdoor installation areas should be in an open, unroofed area..." We had 2 freezes this year in our area. The latest was on 2/1/2023. Low temperatures during this freeze was in the high 20's. The Navien unit continued to work fine until 2/13/2023, almost 2 weeks after the freeze. We contacted the plumbing company, builder and Navien. All 3 of them would not warrant the replacement of the unit. I have spoken with Navien Claims and Technical Service Department many times. There is a significant report filed with Navien on this matter. I have the failed unit in my garage and asked Navien if they would want to have the unit shipped to them to assess why the unit failed. Navien expressed no interest in getting the unit and diagnosing why the unit failed other than taking the plumbers word that the freeze busted the heat exchanger and unit needed to be replaced. Therefore, we replaced and paid for a new Navien tankless water heater which cost thousands of dollars. Through my many calls and discussions with Navien claims and technical support, I have learned that Navien does not care to diagnose their damaged water heaters, relies completely on a plumbers damage assessment and will not warrant damage caused by freeze even though they market the water heaters for outdoor installation in "mild" climates. I live in central Texas (Austin area) and other than Florida and southern California, I don't know of a more milder climate in the lower 48 states. I think Navien's installation guide saying their water heaters are good for outdoor installation in mild climates is misleading. Plumbers and home builders are commonly installing Navien units on outside of new homes in my area (Austin Texas). I found Navien technical support combative and not listening. Navien representatives also made claims that if the units are installed externally, the units should have an enclosure/housing to prevent freezing. Neither the plumbing company nor the builder has heard of this before.

  

  Business response

  03/17/2023

  Complaint ID: ********  
  Serial Number: *************** 
  
  Dear *******,                                                                                                             03/16/2023
  
  On behalf of Navien Inc, I extend our sincerest apologies for the inconvenience you are experiencing with your Water Heater model NPE 240A2_NG. We thoroughly reviewed your account’s service history and our records show that there was no communication between your plumbers and our Technical Support department. Therefore, Tech Support never received any feedback on the unit until you replaced it.
  
  Your letter follows to mention that the unit froze early February and the first call to Technical Support was until February 24. Our procedure is to have your plumber communicate any issues to our Technical Support line, especially if the unit froze. During the diagnosis Tech Support could have determine what parts were compromised. We also would have determine what else we were able to do under the manufacture warranty. Since the unit was taken off the wall without Technical Support consent, it does void the warranty of the unit.
  
  Unfortunately, your service history on your account does not reflect that our Technical Support approved a unit replacement. I do however; show one of the senior Techs denying the warranty. In addition, the manufacture does not cover any freezes as stated on our warranty exclusions. I will attach a copy for your reference.
  Your request for a new unit is denied, Navien does not provide with any type of reimbursement for our products. We also do not allow any returns; this is a hard rule at the direction of our parent company.
  
  Thank you,
  
  ***** **** ***** ****
  Claims Coordinator
  ********************* ***** ******** **** ***

  Customer response

  03/20/2023

  Most of Navien's response is incorrect.  Therefore I will not accept Navien's response until Navien addresses my complaints correctly.

  Firstly, I did not say the unit froze.  The Casa Mechanical plumber claimed the unit froze.  How can anyone claim the unit froze without inspecting the parts?  The water heater worked perfectly after the freeze for ~2 weeks.  How does a hot water heater continue to deliver hot water to all faucets during and after the freeze if it froze?

  There is significant wait time to speak to technical support at Navien based on my own experience and even more difficult to speak to someone who can help them.  I know for sure the plumber was on hold to speak to Navien TS but gave up.

  The senior tech I spoke with denied the warrantly.  He was snarky, combative and did not listen to what I had to say.  He kept referring to the unit froze and therefore no warranty.  I will say once again, no one knows for sure if the unit froze until someone investigates the failure thru analysis.  I have the water heater if anybody at Navien shows interest.  Someone has to convince me the unit froze while it continued to deliver hot water during the freeze.  That makes no sense.

  The unit was taken off the wall and replaced because it was not working and provides hot water to all the major faucets, master bath and dishwasher.  Furthermore, the plumber stated on his service ticket the unit needed to be replaced.  We fired the plumbing company and had a new plumbing company replace it.  

  I find it very odd that Navien does not stand behind its products, the plumbers who install them and the builders who recommend them.  Furthermore, Navien should never allow their tankless water heaters to be installed on the exterior of homes in every US State that has potential for freezing weather.  I live in Austin Texas area and there are only a few areas in the USA with milder climates than ours.

  

  Business response

  03/27/2023

  Dear Mr* ******,
  I can understand you concerns. Your plumber said Navien denied the claim, which led you to replace the unit. But Navien has no record of denying the claim. If we got a call asking a general question about whether or not we cover freeze damages, we would have told them we don’t, because damage by freezing is specifically excluded from warranty coverage.
  In addition, removing the unit without pre-authorization also voids the warranty. Any warranty claims being considered for replacement approval must be accompanied by photos of the unit as it’s installed, photos of the leak or issue at hand, as well as any damages. Without these photos available for review, we have no way of starting a claim on the unit. While I understand you have the unit available for inspection, that is not a service we offer.  Our process is to work with a licensed plumber who is on sight and provides us information about the unit. I understand your plumber told you the unit froze. While they did not tell us directly, it’s still a diagnosis from the service provider on sight and something we have to consider, especially since many customers in TX all experienced similar issues with freezing due to outdoor installations that were not protected from the elements.
  Per our Installation Manual, outdoor installations should only be considered in mild climates. Because areas of Texas continue to experience freezing temperatures, this would not be considered ‘mild.’
  At the end of the day, Navien did not receive a warranty claim before the unit was removed. And we have no way of approving one after the fact. Unfortunately, our decision to deny the claim still stands.
  
  Thank you,
  
  ***** **** ****** ***********  ***** ******** **** ***
  

  Customer response

  04/04/2023

  Navien misrepresents there tankless water heater products outdoor installation in USA.  Please tell me where "mild" temperatures exist in the USA other than south Florida.  Every state in the USA experiences freezing temperatures during winter.  Navien should relabel their tankless water heater products to interior installation only in the USA.  Its obvious Navien's intent is to make money on the backs of homeowners who have to replace their outdoor installed Navien tankless water heaters damaged during freeze.  What a shame!

   

• Initial Complaint

  02/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In Sept. 2021, I purchased a Navien tankless water heater through the *********** I have been mostly satisfied with the unit until Feb. 21, 2023, when the unit malfunctioned and began producing no hot water. After attempts to troubleshoot the issue proved fruitless, I scheduled an appointment for a technician to review the issue, and it was determined the heat converter/exchanger had rusted out, which was causing the error. I have been without hot water for almost a full week, and a replacement part has not been made available from Navien or the *********** This is an extraordinary inconvenience and disruption in my daily life, and I am submitting this complaint so that Navien understands that their inability to move quickly to provide service per the terms of the unit's warranty are the key reason I am without hot water in my home. I am requesting that Navien promptly provide replacements parts to the service provider, and provide additional compensation for the inconvenience this has caused.

  

  Business response

  03/03/2023

  Dear Mr. *****,

  I'm really sorry to hear about your experience. I pulled up your file (SN 2087w2170203087) and I think I know what happened. I believe your plumber was mistakenly contacting their sales rep for help, instead of calling Navien and our warranty department. We got a call from the sales rep on 2/27 asking if we would approve a unit replacement under warranty. This was the first call we had on the unit and the unit was registered for warranty with minimal information in order to process the warranty claim. Although the correct procedure for warranty claims was not followed, we did go ahead and approve the unit replacement and provided the information to the sales rep. *** authorization number for the new unit is RGA UO232273133. 

  Although your labor warranty is already expired, I'm making a one-time exception and allowing the Labor Warranty to be utilized which covers $360 for this replacement job. To claim it, please send your invoice and proof of payment to ********************************* and reference your RGA number. 

  If you have any further questions or concerns, please contact Navien directly at ************ option 3 for *************. 

  Thank you,

  ***************************
  Sr. ************* Manager
  **********************, Inc

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A licensed plumber installed two Navien water heaters (model #*** ****) at my home in February 2019. Both units are still under warranty. After only a few years, the back cases and front covers of both units designed to protect the water heaters are rusting at an alarmingly fast rate. The cases and covers are falling apart and the clips that attach to the cases are completely corroded and close to disintegrating. I contacted Navien to see about getting new cases and covers for the first time around January 27, 2023. I am shocked by the poor quality of the materials used to protect these very expensive units. Its even more shocking that Navien chose not to use stainless steel or some other material that would not rust. They told me to get in touch with the plumber who installed the units - but that company has gone out of business. They gave me another plumber to contact and I filled out a warranty form, as requested by Navien. Navien also wanted to see “rust photos”, and I sent them several to review. So, here’s where I am now.… after repeatedly calling and chatting with Navien (for the last time on February 17th) they have decided to do NOTHING for me. Clearly, they do not stand behind or care about the quality of their products. I would like to get new back cases, front covers, and clips installed to replace the ones that are covered in rust and disintegrating.

  

  Business response

  02/28/2023

  Tell us why here...Complaint ID#* ********  
  Serial #: *************** **********
  Dear ******,                                                                                                                02/27/2023
  
  On behalf of Navien Inc, I extend our sincerest apologies for the inconvenience you are experiencing with your Water Heater model NPE 240A_NG. We thoroughly reviewed your account’s service history and noticed we have attempted to clarify your concerns. Based on your reporting’s the manufacture does not have any rust protection or cover any corrosion.
  
  Florida has some of the most corrosive environments because corrosion is worst in areas that have high temperatures and high humidity. Salt is very corrosive and can break down structural components of a home and quickly penetrate a variety of outdoor equipment, including your water heater.
  
  The specifications in the installation manual for outdoor installs states the following: “Outdoor installation should only be considered in mild climates. Freezing temperatures or contaminated air can damage the water heater.”
  
  Under the warranty exclusions on the warranty card, it also speaks about corrosive atmospheric elements causing damages to the water heater: “Any damage caused by local adverse conditions including but not limited to hard water deposits, lime or mineral build-up., operating in corrosive atmospheric elements”
  
  Our recommendation is to discuss your options with Technical Support at 800-519-8794 Ext: 2, to see if the unit can be relocated inside your property to prevent further damages.
  
  If you have, any further questions or concerns do not hesitate to contact us.
  
  Sincerely,
  ***** ****

  Customer response

  03/02/2023

  It is so disappointing that Navien has chosen NOT to stand behind their products.  Why on earth would they sell these units for multiple thousands of dollars.... and then cover them with a cheap material that rusts out quickly.  How about making the cases out of quality materials that do not rust?  To "void" a warranty because I live near the ocean is ludicrous.  There are several tankless hot water heaters attached to the outsides of many homes in my area - and none of them are rusting.  Clearly, it is a superior product.... and I plan to find out who makes them.  Shame on me for thinking that Navien is a "stand up" company.

  

  Business response

  03/16/2023

  Complaint ID#: ******** 2nd Response
  Serial #: *************** **********
  Hello *******                                                                                                               3/15/2023
  
  We wish to clarify that your manufacture warranty is not void. Our response to the buildup rust on the cabinet of the unit was a reference of our installation manual and warranty exclusions. These are the specifications:
  
  Installation manual for outdoor installs states the following: “Outdoor installation should only be considered in mild climates. Freezing temperatures or contaminated air can damage the water heater.”
  
  Warranty exclusions, “Any damage caused by local adverse conditions including but not limited to hard water deposits, lime or mineral build-up., operating in corrosive atmospheric elements”
  
  We accept your honest feedback, and apologize for any inconvenience once again. Our recommendation is to discuss your options with Technical Support at 800-519-8794 Ext: 2, and see if the unit can be relocated inside the property to prevent further damages.
  
  Sincerely,
  ***** ****
  ***** ****
  Claims Coordinator
  ********************* ************* **** ****

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern:We had a Navien tankless water heater installed by ************************* on 11/10/2022 at a cost of $4375.00. On February 15, 2023 the unit stopped working. We informed ******** we were getting a dual venturi error and that recommended fixes like restarts were not correcting the issue. They couldnt send anyone so we had no hot water. A Navien-certified repair/warranty tech came on Thursday and said he did not have part in stock and had to order. On Friday they (warranty company) first said they didnt get the part, then said part was in Aurora, ******* and nobody could get to it. We reached out to Navien directly and got NO response. My husband contacted the warranty company and offered to pick it up - Aurora is 40 minutes from our house. They said it didnt matter, they still could not get here before Saturday at best. At this point we decided to check into a local hotel because nobody could tell us when we would have hot water. The warranty company did come on Saturday, with part, but apparently that did not fix the problem, which gave us no confidence in the product or company. We extended our hotel stay until Monday. We checked out of hotel today (Monday) hoping it would be fixed. Someone from the warranty company did show up but their suggestion is to replace the whole unit. So we are on day 6 with no hot water and no certain timeline to have it, and to this point have shelled out about $1000 to stay in a hotel. We are an active family (my daughter had 6 volleyball games and 2 practices since this started) so showers are not optional. When my refrigerator failed during its warranty we were reimbursed for food losses. I expect Navien to compensate us for our hotel stay costs. I have not received final bill but I can provide it - current pictures provided in meantime. Sincerely,***************** & *******************************

  

  Business response

  02/24/2023

  Navien is currently in contact with the homeowners to answer their questions and resolve this complaint. 

  We received the call from their plumber on 2/16 about an error code. We shipped them the parts we thought were the culprit with overnight shipping and they arrived around noon the next day. ***** tracking 623042800782.  Then we got a call 3 days later on 2/20 that the issue was not resolved and we authorized a unit replacement that same day. On our side, we acted as quickly as the information was provided and we authorized a unit replacement after the ************ did not resolve the issue. While we feel no delays were caused by Navien, and the overnight shipping was reasonable, we are still offering to cover 2 days at local rates for a hotel stay.

  At this time, our offer is still being reviewed by the homeowners.

  Thank you

• Initial Complaint

  02/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Navien NPE 240, installed March 2022. The unit does not sustain hot water after one minute. The error message board does not work, no error messages are shown. The water heated has had four service calls since January of 2023 by the authorized installer. I have paid a total of 500 dollars to date.

  

  Business response

  02/20/2023

  Better Business Bureau
  Orange & Imperial Counties
  Attention: Madison Robles 
  4747 Viewridge Avenue, Suite 200
  San Diego, CA 92123
  
  Complaint ID#: ******** 
  Serial #: *************** *********** 
  
  Dear Louis,                                                                                                                                            02/20/2023
  On behalf of Navien Inc, I extend our sincerest apologies for the inconvenience you experienced with your Water Heater model NPE240A2_NG. We thoroughly reviewed your account’s service history and that noticed that Technical Support has assisted to the best of their ability.
  Based on the service history of your account, your service provider was provided an *** *********** for a check valve. I noticed that your account is still within labor warranty. To assist you with your bill, will you please submit a copy of the invoice to our claims email, *****************.
  Please ensure to include your serial number or RGA number to reference an account. Once I get your invoice, I will have it reviewed for the max labor amount. Should you have any questions please call me directly at 800-519-8794 Ext: 1227.
  Thank you,
  ***** **** ***** ****
  Claims Coordinator
  *********************
  ***** ******** **** ****

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just built a new house and completed it on 12/19/22. Our plumber had installed a tankless waterheater by Navien during construction, but we were only able to connect the gas fuel to the water heater after completion and approval by the county. A gas contractor connected the gas to the Navien water heater on 12/21/22 but was only able to get warm (not hot) water inside the house. Because of the holidays, our plumber was not able to come back out and make the adjustments we felt (and our gas contractor told us) were necessary to get the water heater to function properly. The water heater produced warm (not hot) water until 1/2/23 when it stopped functioning altogether and just provided an error message on the screen. Our plumber came out on 1/3/23 and /tried to adjust the unit but could not get it to produce hot water. He stayed on the phone with Navien (on hold) for over 2 hours while he was at our house and continued to try to make it work. He came back on 1/4/23 to work on the unit and was able to speak to someone at Navien who told him that there were parts that were not functioning and that they would send replacement parts. Navien called me to tell me that they could only send replacement parts but could not take back the unit and provide a new unit because they were not able to sell a "repaired" unit as that would be against the law. I explained that if new parts were placed on my unit, I would then own a "repaired" unit and that I should not have to be stuck with a unit that was in a condition that would keep them from selling it. I paid for a NEW FUNCTIONING water heater and expect to get exactly that...not a "repaired" one that never worked at all. Navien has sent the parts for repair, but that is unacceptable. My plumber is installing them now as I type and says he can only get the unit to produce warm water...just like when the gas was first connected. I deserve a new unit that is fully functioning because that is what I paid for.

  

  Business response

  01/18/2023

  hi there: you have contact Navien Mate which is water heated mattress topper that we do not deal with tankless water heater. please check with Navien at **********************************************************************************************************************

  .  thank you

  

  Business response

  09/29/2023

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

  Thank you for reaching out. I'm sorry to hear about your experience.

  It looks like there was a long delay in your complaint coming to **, and that as requested, the unit was already approved to be replaced under your warranty. 

  If you have any further questions, please call ************* at ************ option 3 and reference SN 2087B21Y2456752.

  Thank you,

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

*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. ↩