Customer ReviewsforNavien

Bought a Navien tankless system and it has never worked properly. It often takes 8 to 10 minutes for this so called instant hot water to arrive. The company that installed it was Drake Heating and Air fron *****, ****, now called ******* Services. Run from all of these companies.

****, I'm really sorry to hear about all of this. I tried finding your file but I can't find one. Can you please contact our ************* team with the ***** digit serial number from the outside right of the unit so we can see what's been reported to us so far?If your service provider hasn't already done so, please have them report the issue to our Technical Support team at ************ option 2 so that we can help them troubleshoot this issue. If our techs find something wrong with the unit, they can issue the part out under warranty if applicable. Technical Support is open 7 days a week. This is a dedicated line for service providers. The summer hours for Technical Support are:Monday Friday: 5am 5pm PST Weekends and Holidays: 5am - 1 pm PST Thank you,Navien ************* Team ************ option 3 Monday-Friday 8am-5pm, Pacific

I have been building home for over 20 years now, and this may be the worst company I ever had the displeasure of dealing with. Granted, I am not a licensed contractor, I build homes for myself and my wife. We live in them, and then when we get bored, we sell and move onto another project. I have a full time job outside of this "Hobby", however I like to think of myself as very capable.We purchased a Navien NPE-240-A2 Tankless water heater less than a year ago. I installed as per the installation instructions. Ran my new gas line, connected the plumbing properly and after I finished the bathroom install (4-5 months because I do this on weekends when I have time), we fired up the water heater. Low and behold, no hot water. I went through the whole water heater multiple times, nothing. I called NAvien, and then informed me I need to call a licensed plumber to diagnose it. I have to pay the diagnostic fee, but they will pay for his labor and the parts. OK, I get it. I have to get a licensed guy out here. I mean maybe I screwed up. The plumber was going to charge me $1000 just for the diagnostic fee. I called Navien hoping they would walk me through the issues, but I can't talk to a level 2 tech unless I had a license!!!! So I told them I had one and I was informed someone would call me back shortly (1.5 hours later).I researched online and found the issue could be a $6.00 check valve. I opened up the water heater and sure enough it was a stuck check valve. Navien called me back and walked me through the exact same thing I found and told me it was a check valve that was bad... That took 3 minutes for them to figure out. So here is my issue. I paid $2,000 for a water heater that didnt work, then I have to pay over $1,000 for a diagnosis for a $6.00 part that was bad from the factory. Navien has to stand behind their product a bit more

I can completely understand your frustration. Please know that this unit is a Category IV Gas Appliance, and requires a skilled hand for installation. If you do not have a license to perform this type of work, like a licensed plumber, contractor, or gas fitter, than you should not install or work on the unit. This is for your own safety and the safety of everyone in the home. These units have water, gas, and electrical components. We do not provide a warranty if the unit is not installed by a licensed professional. We strongly suggest having a licensed professional inspect the installation for proper install and compliance with local code. As far as your issue goes, I don't know why a plumber would charge so much to inspect a unit. But I do know that most plumbers won't work on a unit unless they installed it themselves. Usually because it's not worth it to them to possibly inherit someone else's issue and get stuck in the middle of an issue that stems from someone else's work. That *** have been a factor in their initial quote.

My NavienNPE-240A2 is only 3 weeks old and it doesn't hold temp to the dishwasher (dishes don't look like the were even cleaned). Navien Rep told us to use LemiShine. Bought LemiShine along with the LemiShine booster and it only slightly helped (dishes do not always come clean) and when I open the dishwasher door no steam comes out (which it always did with the water heater). I have to hand washes my dishes before washing them in the dishwasher. Kitchen sink (which is directly above the unit) takes close to a minute to get warm water. This product is horrible, spent a lot of money to have issues from the minute it was installed that I never had with a 20 year old water heater. Plumber has made numerous calls to Navien with no answers/fixes. Pressure is horrible as well, sometimes its good and other times its nonexistent. Had a Navien Certified Rep come to the house who said everything is installed properly (installed by a different plumber) and they can't find why the unit is not holding temp (its set at 130 degrees) and it gets no where near this temp. I do not recommend this product save your money.

My Navien NPE 240S2 is about 2 years old. Problems started before the 2 year ***** The tech here now is certified on Navien. He can't figure the problem out and he went from position 19 in Navien tech support queue to position 2 and got disconnected. He has been here over two hours now at $135 an hour. The water heater is under warranty, it is costing me a fortune and he can't get through to Navien. I am now at about $600 in labor total for all the problems and it still does not work. It is going to cost more because he is now leaving and will be coming back with a new control module. The tech is theorizing that condensation is dripping down the inside right of the water heater and getting in the control module. What a c*** design. I expect I am going to be greater than 50% the cost of the water heater, which is, again, under warranty. This thing is garbage. I'm wondering at what point it would be more cost effective to switch to another brand and throw this thing away.

Hi *******,I'm really sorry about the experience you had. Since this post, your unit was approved for replacement under warranty. You should have received an email from me on March 27th, 2024 regarding this. Feel free to respond to that email should you still have any other concerns. Thank you,************** ************* **********************, ***

I absolutely hate this thing!! It is very noisy and it runs constantly. Our last water heater died in early December 2023 and the company that put this in suggested this make and model. I doubt the idiots had any idea what they were talking about. We live at ***** feet, use propane, and our well is 600 feet deep. The water coming out of our well is VERY COLD. The altitude affects how gases burn and the unit is adjusted for it. When it was very cold out in December the water heater could not keep up. You would have hot water for about one minute in the shower, and then it would become cold. The hot water temp was set at 130 degrees F. So you had to freeze while the water heater made some more hot water and then turn the water back on. Absolutely miserable. The thing that I hate the most about it is the noise. Nothing else makes as much noise as that fricking machine. I don't know how much longer I can put up with it. It's been three months and it is driving me crazy.

******, I'm sorry to hear about this. Please have your installer call our Technical Support team at ************ option 2. We are open 7 days a week. I tried pulling up your file, but I didn't see anything and I don't think this has been reported to us yet. We are here to help with any issues you are experiencing.

I'm having issues with this water heater since I bought it, when I'm taking shower hot water turns cold an then hot and then cold and then super hot it's horrible, I speak with the plumber who installed and he said he can't do anything, I think it's worse idea buy this product don't work good

****,I'm sorry to hear about this. Please have your installer call our Technical Support team at ************ option 2. We are open 7 days a week. I tried pulling up your file, but I didn't see anything and I don't think this has been reported to us yet. We are here to help with any issues you are experiencing.

In January my combi unit (under warranty) stopped working and the customer service rep transferred me to a technician and they said it the fault of a contractor and they couldnt help me. The contractor came out after house and tried to get a hold of Navien support and they wouldnt pick up. My contractor figured out that it was a faulty 3 way value and replaced it. The contractor told me that Navien is responsible to providing with a replacement valve that they used. I called Navien when they were open and spoke with ******. ****** was very disrespectful and told me he wasnt able to help and hung up before we could come up with a solution. I called back and 23 mins later ****** answered again I asked to speak with his manager and he hung up again. I called back a third time and waited 29 minutes before ****** picked up again. I told him that I very upset with how he was handling my situation and he hung up again. AVOID TALKING TO ******. Navien has lied to me for a month now and their practice is to hang up on you when you call asking for help. Do not do business with this company. The level of disrespect and lack of care for their customers isnt worth it.

I'm terribly sorry for the inconvenience you've gone through with this. I located your file and phone calls and I'm getting this addressed internally. I'm also shipping out the 3 way valve you requested to replenish your plumber's inventory, and including a labor credit for the installation, to say how sorry we are for your experience. You will receive an email from me shortly to go over this in more detail.

I have the Navien Model NCB-240/110H(NG) combi tankless hot water heater with external recirculation pump installed February, 2022, replacing an Intellihot unit. The Navien system has never worked properly. The two main issues being 1) hot water delivery is unreliable, varying from 130 to 95 degrees Fahrenheit which is especially annoying while washing dishes and 2) the hot water temperature drops suddenly to 70 80 degrees for between one and two minutes when taking a shower. In order to document these behaviors I instrumented the system: installing 1) Navilink which allows reading several important parameters, 2) two digital thermometers one attached to the pipe coming out of the Navien and one attached to the return pipe and 3) two induction current sensors one attached to the external recirculation pump and one attached to the internal pump allowing me to determine when the pumps are running. I monitor all of these parameters every ************************************************************** spreadsheets. Our installer has been helpful but has made little progress, Navien technical support has been ineffective and demonstrated no interest in analyzing the data or trouble shooting the system. Our installer applied for a replacement unit three or four months ago which has yet to be acted upon by Navien. But looking at some of the other reviews, it seems that my problems are not at all unique. I cannot recommend this product.

Dear **************,I'm so sorry for the experience you had. We'd like to move forward and offer you a replacement unit under warranty. You will receive an email shortly to discuss this further. Thank you,Navien ************* Team

STOP dont buy a Navien Tankless it is the worst tankless brand !!! bought a Navien Tankless recently And it was installed correctly but three day after used I have a lot problems with it. It showed a code ****** when I called they the first time they spoke with the plumber who installed the tankless and the technician saw the problem by a video call and supposed they found the problem and he send a replacement cable but the problem still I dont have hot water this tankless is defective so when I tried to call them again they leave me in the line for 5 hours and they are so rude they like to keep your money in theirs packets. now they are saying the problem is caused by my plumber but is not true he made All plumbing in my new house without error the ****************** approved all plumber job. So they are a liars they are incapable to respond for the tankless problems .please dont buy a NAVIEN Tankless they dont take responsibility for theirs defective Tankless . Their customer service line is poor too same the tankless I paid $1597.00 dlls for a new a Navien tankless and $ ****** dlls for the installation and $ 250 to the plumber for came to replacement the cable And now I need to buy a new tankless .so please dont put your money in the trash!! If you like problems buy a NAVIEN Tankless and guess what you will have !!!

Hi *******,I'm really sorry to hear about your experience. I also received your message through our website on 2/7 and a response was sent to the email address provided to gather more information. Please reply to me if you still need assistance. Thank you,Navien ************* Team

Good products when installed correctly,tech support wait times are terrible, however technical support is exceptional and very knowledgeable.**** is great.

Hi ***********, thank you for your honest review. I wanted to follow up and let you know that we have been actively working to get the hold times down in Technical Support, including getting additional techs hired, and training all summer so that we are better prepared for next winter (aka our busy season).