Reviews

Review Details

• Review fromRobert W

  Date: 05/06/2025

  1 star
  I purchased a Navien 180s TWH 2 yrs. ago ,flushed as per manual yearly,then an issue of water flow turning off 2 mins.into shower cycle for 10 seconds turning back on ,no further issues,replaced flow sensor,inline filter,flameless ignitor,check valve,set all parameters correctly still the same issue,called tech support they would only talk to me if I had a state plumbing license,what kind of customer support is that,I am going back to Hot Water Heater,one Navien product is absolutely horrible,bad design,designed to fail for $1,800.00 plus install plus maintenance they charge$6.00 for a seal ,Navien tankless water heaters are a $grab i wouldn't recommend this water heater to my worst enemy,sad!!!!@@!!

• Review fromRahim K

  Date: 05/03/2025

  1 star

  Rahim K

  Date: 05/03/2025

  Navien has a Jamaican jerk working at their tech support team. Worst guy ever to be in this field. Put your stinky attitude in the back burner and think about solving the issue at hand and not create a bad experience. I have had to talk to him 4-5 times over the years. I had to tell him to look for a different job if youre not willing to deal with people. Your s**** feelings and attitude keeps popping up. Keep getting offended, because I ask two questions. Listen and solve the problem thats what youre paid to do. I bet Navien can train any *** d*** and ***** from the street to follow charts. All day everyday. Its not your natural talent, you were thought how to follow charts step by step by someone. Do have some decency and respect when talking to people! ***** send people to their homeland, you might be next
  

  Navien

  Date: 05/06/2025

  *****,I'm very surprised to hear you say that about this technician. He has been here for many years and is usually quite attentive and considerate on his phone calls. We have never received a complaint about him, so we would like to look into it further. Please email us your phone number and dates of calls or serial numbers called in, so that we can review the calls and provide corrective action if necessary. Lastly, please know we will not tolerate any racism towards our employees. This is unnecessary and (should) have nothing to do with your complaint. Once we listen to the calls, we will have a better understanding of what is going on here.

• Review fromCalvin C

  Date: 04/26/2025

  1 star

  Calvin C

  Date: 04/26/2025

  Terrible experience! As I am writing this review I have been out of heat and hot water for over two weeks and likely to extend at least another week. The biggest issue is that they cover parts but not labor after one year. Each labor call, and there have been many of them, cost me over $500. At this point they agreed to send me a new one, but it will cost another couple of thousand to install. This is a huge money pit. I have only had the unit for three years and have spent over $15,000 dealing with this unit and that is not counting the latest expenses. It makes me sick to my stomach that we have wasted so much money.
  

  Navien

  Date: 04/30/2025

  Hi ******,I'm really sorry to hear about the issues you've been going through. That is not the experience we strive to provide for our customers.I looked into your file, and I want to provide some additional information that I believe will clear things up. The original problem was a noise inside the pump. This is almost always caused by debris, not a defective pump. Regular maintenance and maintaining water quality are important to the longevity of your unit. A new pump was sent out for free. However during the repair, the unit was fired up without any water in it, (aka Dry Fire) which caused damage to the unit. Even though we do not cover installer error under the manufacturer's warranty, we stood behind our product and tried to provide parts to repair the damage. Unfortunately, it was to no avail, and we authorized a new unit under warranty. Based on this, I feel we went above and beyond what is owed under the manufacturer's warranty and stood behind our product. But none of the issues experienced seem to come from any defects. If you have additional questions, please contact ************* at ************ option 3.

• Review fromColleen K

  Date: 04/11/2025

  1 star

  Colleen K

  Date: 04/11/2025

  We replaced a 32 year old, old fashioned boiler system with a wall-mounted Navien system in October of 2022, for $12,000, upon the recommendation of our local H/A company. Since then weve had to replace the igniter (FLS030) three times! Without the igniter we have no heat. Because the Navien isnt even 3 years old the part is covered by the 5 year parts warranty.but the service call and labor are not. I just wrote a $200+ check to replace our free igniter (AGAIN). This week after replacing the igniter, the tech informed me that it gets too hot and the wires are too thin with our propane heat source. He said well need to replace it EVERY SINGLE YEAR! Thats crazy to spend $12,000 in 2022 and be told due to an insufficient part well need to replace it every year. If and when we sell our house do we have to say Sorry to tell you this but unless you replace the Navien igniter every year you wont have any heat!! Were 73 and 85 years of age. But regardless of our ages, no one should have to deal with this with Navien product! Ugh!
  

  Navien

  Date: 04/16/2025

  Thank you for reaching out. I'm sorry to hear about your experience. I looked up your file (SN 7970N2191781177), but I only see one time where a problem was reported to us, and that was back over 2 years ago in January 2023. Things happen, and Navien is here to support the product through the warranty. I'm including warranty claim instructions below. You'll need to make any service provider you hire aware you want them to go through your warranty. If repeated issues are reported, we can run through all of the settings and inputs to make sure there's not something more at play that could be causing the premature failure of the ignitor, such as the air-to-gas ratio needing to be dialed in better. Your contractor will need a manometer when they call us so we can check gas pressures. Warranty Claim Instructions All warranty claims must be submitted by a licensed service provider. You are free to choose any licensed plumber or contractor. We also have an optional tool for customers to use, a list of independent service providers who attended training on Navien products and requested to be on our website. ************************************************* ************ provider has two options for making a warranty claim:1. When no troubleshooting help is needed, an online form can be used to request parts under warranty. This form can be emailed to your service provider if their email address is provided.2. When troubleshooting help is needed, call Technical Support while in front of the unit and prepared to troubleshoot with us. Technical Support is open 7 days a week at ************ option 2: Monday-Friday: 5am-6pm Pacific Saturdays and Holidays: 5am-5pm Pacific Sundays: 5am-1pm Pacific If parts are approved under warranty, overnight shipping is available upon request for most orders. Thank you,Navien ************* Team ************ x 2

• Review fromBen G

  Date: 04/11/2025

  1 star

  Ben G

  Date: 04/11/2025

  I bought and paid for our Navien 240 in Oct 2022. Had the reviews I am able to read now been available today, I would not have bought this unit back then. I has been ~3 years, and so far our family has spent a total of 30+ days without heat and water over different failures and repair efforts during the 3 years we have used. We have spent an additional 2K in repair bills that are not covered under their parts only warranty. When the unit works, its works fine, but the problem is keeping it working. I would not recommend Navien
  

  Navien

  Date: 04/16/2025

  Dear *****,Thank you for reaching out. I'm really sorry to hear about all of the issues you have experienced. Please reach out to our ************************ at ************ option 3 so that we can go over your file with you. Unfortunately, your warranty was voided due to installation issues. Specifically, the unit was not vented correctly, and we feel this was a direct cause of the failures you experienced. The exhaust pipe and fresh-air intake pipes were vented too close together, allowing cross contamination. And the venting was not sloped correctly, allowing further contamination to the unit. Your warranty only covers defects in manufacturing, and specifically excludes coverage for damage due to installation mistakes. You may want to reach out to your original installer about the installation issues. Thank you,Navien ************* Team ************ x 3

• Review fromTT

  Date: 03/31/2025

  1 star

  TT

  Date: 03/31/2025

  I had a very frustrating experience with Navien, **** regarding their water heater warranty and technical support. Despite my initial hope that their warranty would ensure a quick resolution, the process has been nothing short of a nightmare.After contacting the company about my malfunctioning water heater, they decided to send replacement parts based on their tech support team's judgment that there were no substantial problems with the device itself. However, after waiting for the replacement parts and having them installed, the water heater still refused to work.The most infuriating part is that this entire ordeal has dragged on for over 11 days without resolution. Their inability to provide a timely solution highlights the subpar quality of their warranty service. Furthermore, their decision to rely on the contractor's input without thoroughly evaluating the issue themselves has clearly caused unnecessary delays and additional inconvenience.Upon calling tech support and asking what to do next, I was told they still needed to troubleshoot. When I expressed frustration, I was bluntly told, "If you like to complain, go ahead and do it." This dismissive attitude was extremely unhelpful and added to my dissatisfaction with their service.Purchase this brand if you think you won't ever need to deal with tech support or warranty. Otherwise, we would not recommend this brand at all, based on our experience with a device that we purchased about 2.5 years ago.I would not recommend this company's water heaters to anyone seeking reliable products and effective technical support. I hope they take this feedback seriously and reevaluate their approach to customer service.
  

  Navien

  Date: 04/04/2025

  Hi *****,Thank you for reaching out. I've chatted with you via email since this complaint was made, and I hope you agree we were able to resolve the issue for you with a new unit. If that is not the case, please let me know. I'm sorry you had to go through this, but I hope we have addressed your concerns to your satisfaction. Please reach out to me directly if you have any other questions or concerns. Thank you,Navien ************* Team

  TT

  Date: 04/07/2025

  Navien ultimately decided it was best to replace the water heater with a new device under warranty and worked with our contractor to resolve the issue. We appreciate this resolution and thank them for addressing the problem.

• Review fromGarrett K

  Date: 03/14/2025

  1 star

  Garrett K

  Date: 03/14/2025

  I had a terrible customer experience with 2 separate folks. My contractor spoke with them yesterday and asked me to follow up with them. I called them directly and they told me they don't talk to homeowners directly. My contractor then called and dialed me in, and the technician was extremely rude, not answering any of my questions and providing quick 1-2 word answers. After 10 minutes of pushing him for answers to something seemingly very simple, we just decided to hang up with him.Maybe some basic training on how to deal with customers or how to treat people would be nice?
  

  Navien

  Date: 03/17/2025

  *******,I'm very sorry about the experience you had yesterday and I want to look into this more. Can you please email me at *************************************** with more details, including the phone number the calls were made from, so I can find the call recordings and have this address?

• Review fromRachel S

  Date: 03/11/2025

  1 star

  Rachel S

  Date: 03/11/2025

  Terribly customer service. My parents have to get a new one after only 3 years! Will the company do anything, ****. So now my parents are out thousands of dollars having to get a replacement.
  

  Navien

  Date: 03/17/2025

  ******, I'm really sorry to hear about this. All of our units come with a 1 Year Labor Warranty, which would already be expired. Have you reached out to our ************* Team yet to see if anything can be covered? It depends on the particulars, but sometimes we can make exceptions and allow some coverage. Please call ************ option 3, and explain you are trying to see if any labor can be covered. We will review your claim and see if anything can be done.

• Review fromTracy S

  Date: 02/28/2025

  1 star

  Tracy S

  Date: 02/28/2025

  I'm not sure how Navien has an A+ rating with all of these bad reviews. We have had a Navien NCB240/230H unit since August of 2024. I would give this company 0 stars if possible. This unit does not do the work it was claimed to be able to do which was to recirculate hot water. Our installer worked with it for days on the phone with several different technicians. The technicians told the installer we needed to buy a new thermostat (which we did) along with other parts to no avail. Our installer finally gave up. We are seniors and on a fixed income and can't afford all of these additional costs so we contacted customer service about reimbursement for labor and were told the labor would be covered to install an external pump since the unit was not producing the output it needed. Now they are saying they won't cover the labor because it was not an internal part even though the internal part was not defective according to tech support. I would steer clear of any of their products as each customer service representative you speak with will tell you a different story and one in particular can (to put it in as nice a way as possible) get down right nasty. We will see what happens in the future. Our last unit was a Lennox and it lasted for 15 years with no major problems. I doubt this piece of equipment will last a year!!!! We will see.
  

  Navien

  Date: 03/04/2025

  Dear *****,I'm really sorry to hear about the experience you've had with your Navien unit already. I asked my Sr. **** to review the file and help me better understand the issue happening with your unit. He stated that this was a compatibility issue between the Navien unit and your thermostat. Something in your thermostat is causing the contacts to close, regardless of the call from the thermostat. The 1k OHM Resistor is a work around that helps make some thermostats compatible, but it doesn't always work. Also, some thermostats have a dipswitch where you can turn the power stealing feature off.Under your Navien warranty, we only cover defects in manufacturing. But no defective part was diagnosed with your unit. It is for this reason that we cannot provide any coverage under the warranty. However, our ****nical Support Team is still here to help with any questions your installer has at ************ option 2. Thank you,Navien ************* Team

• Review fromLia T

  Date: 02/22/2025

  1 star

  Lia T

  Date: 02/22/2025

  If I could give zero stars I would. This is the WORST company to work with. If you're thinking about their product-RUN!!!!!!We purchased this product through **** last year-and have nothing but issue after issue. So much so that we want to use our warranty and now we are told we can't-we waited to long. The issue is that we didn't wait to long-we did everything Navien told us to do to fix it from a whole new mother board system to checking for a foundational leak which cost us $1200 and no reimbursement even though the company found NOTHING wrong. We still have no heat and Navien's response is have your tech call us-they have and nothing!!!!!We thought we bought a dud but it seems like everyone has issues with this company.We called customer service and 2 different **** hung up when we asked for a Supervisor and then a call back from a Supervisor was schedule for 30minutes later and no call-how can a company work like this?I am also letting our lending brokerage know all the issues we have had with their state repayment program also!DO NOT USE!!!!!
  

  Navien

  Date: 03/04/2025

  Dear ***** and **** I am very sorry for the experience you have had with the Navien unit and your heating system. I see a callback request was entered by the technician you were speaking with, but I see that call never took place. Instead, I see you called back again the next day and spoke with our tech **** on 2/22 and he reviewed all of the history with you. What the history shows is that the issues you are experiencing are due to installation errors, not manufacturing defects. The troubleshooting weve completed shows that the unit is working correctly, and the issue is external from the Navien unit. We looked at photos of the installation and found issues with the way it is installed. I believe **** went over these in detail with you on 2/22. While you are free to use any licensed plumber or contractor for installation and repairs, I want to make you aware of our website that has a list of independent service providers who attended training on Navien products and requested to be on our website. ************************************************* While we cant take responsibility for the installation of the unit, I hope this information has still been helpful to you. Thank you,Navien ************* Team ************ option 3