Complaints

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:12/05/2023

  Type:Sales and Advertising 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 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

  Date: 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

  Date:09/16/2023

  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.

  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

  Date: 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

  Date:09/08/2023

  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 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

  Date: 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
  ************************  

• Initial Complaint

  Date:08/17/2023

  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.

  Had this unit installed about a year and a half ago. Within about 6 months after wards the mother board went out and the plumber came back called the company which sent the part and was put back in service. The plumber apparently couldnt deal with the paperwork to get paid by Navien.Last month the motherboard went out again and the installer refused to come out.Navien recommended a plumber who responded and again replaced the motherboard but charged me $380.00. I left many communications with Navien but no response.Is this really a way to do business and should I not warn people to stay away from this company. I would love to get my money back and install another brand. Way too many problems and time spent on hot water. The last water tank lasted 18 years and just hot water came out with no aggravation. I am a disabled ******* Veteran who served 25 months in *******.

  

  Business Response

  Date: 08/31/2023

  Dear ************,
  
  Thank you for reaching out. I'm sorry to hear you've been having a problem with the unit. 
  
  I located where your plumber was trying to make a labor claim with us, but we were missing his W9, which is required by the *** when we are paying a provider for their services under warranty. We sent him a blank one to fill out, but never received it back. He can still claim that if he provides his W9. Or if you already paid the bill out of pocket, you can claim up to $240 for that repair by sending us the invoice and proof of payment under RGA PL22Z178028.
  
  As far as the current charges you incurred, I want to make this right for you. We normally cover $120/hr x 2 hours for this repair under your labor warranty, which is already expired. But I will extend coverage here as a one-time courtesy. In order to claim this yourself, you can submit a claim under RGA PO238084006.
  
  One last thing, I found two accounts registered to your name and address. One is under serial # *************** and the other is under 2080v21x1961064. Can you please check the outside right of your unit to confirm which is correct so I can combine the notes under the correct account?
  
  
  LABOR CLAIM INSTRUCTIONS
  This link is for service providers to make a labor claim. ***********************************************************************;
       -Requirements: invoice and tax form (W9 for ***, W8-BEN or W8-BEN-E for ******)
  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
  
  Please let us know if you have any further questions or concerns.
  
  Navien ************* Team
  
  

• Initial Complaint

  Date:07/12/2023

  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 tankless water heater from Navien on January 14, 2022. Since it was installed, the product was "glitchy," and the hot water would randomly stop working. I needed to unplug and plug in the unit to make it function again. It would happen once a month or so, so I didn't pursue a repair. Lately, however, it has been happening about every two weeks. I called Navien and they said the plumber who installed the heater had to call Navien. So, I had the plumber call and the plumber was told that I had to call Navien, which I did, and Navien AGAIN said the plumber needed to call. The plumber was also told that the problem with my unit was not out of the ordinary and there was a recall of the motherboard due to this issue. Navien NEVER made me aware of a recall on the motherboard and I feel they are using stall tactics to try and run out the clock on the warrantly. I believe not telling their customers about the faulty motherboard is an act of negligence and fraud. Also, there is no rational explanation why I, as the ***** of the hot water heater, cannot contact Navien directly and arrange to have the faulty part replaced. The only rational explanation is they don't want to make the repair and is putting up roadblocks to doing said repair. These are shady practices and I would like Navien to be made aware that if there is an issue with their product, THAT THEY KNOW ABOUT, they should make EVERY EFFORT to let their customers know and resolve the issue. Thank you for your time.

  

  Business Response

  Date: 07/21/2023

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

  I'm sorry to hear about your experience. I think there was some sort of misunderstanding. I located the first call your plumber made to us about this issue and listened to the recording. During that call she was not on sight but told us that your unit kept turning off and needing to be reset. We asked her if there were any error codes present on the unit, and she said she didn't think so, but she wasn't sure. Because we didn't have enough information to provide a diagnosis, we told her to have you check the error code information so that she could report it back to us. She asked if you should call us back, but we told her that she should call us back with the information. The information you received the first time you called was correct. We need the plumber to call us an report the issue. I'm sorry you received conflicting information from your plumber. 

  Once we got a call from the plumber with the information needed to process the claim, the part was shipped out with overnight shipping and the issue was resolved. It is important that you are not constantly resetting the unit when the unit is having a repeated issue. Error codes are there to say something is wrong and it's important to get that communicated to Navien as soon as possible through the warranty process. While this issue happened to be very mild, we don't want you resetting the unit if you get the same error code multiple times. 

  Please reach out to ************* if you have any other questions or concerns. Our number is ************ option 3 and we are open M-F, 8-5, Pacific.

  Thank you,

  ************* Team

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

• Initial Complaint

  Date:06/20/2023

  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.

  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

  Date:05/22/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/30/2023

  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 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

  Date: 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

  Date:03/26/2023

  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 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

  Date: 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

  Date:03/09/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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!