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:04/10/2025

  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 house, which was constructed in 2020, the builder installed a Riannai tankless water heater. In march we had ****** guests at the house who contacted us to say there was no hot water. I called a plumber in the area who said if it was Riannai water heater then it's likely a valve that has known issues. Sure enough, it was a valve, which the ******* provided under warranty but we are now stuck with $660 for the plumber, $200 for our handyman to make sure it's working and a loss of $550 for the guests who had to check out early.

  Business Response

  Date: 04/10/2025

  Thank you for contacting Rinnai - We will be in contact with you shortly to address your concerns

• Initial Complaint

  Date:03/13/2025

  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.

  Ordered on March 06, 2025, $1,549.10 ********************************************************************************************************************************************************************************** Manual linked in the page:****************************************************************************************** On March 6, 2025, I purchased the RX180iN from **********. Upon installation, my contractor informed me that parts listed as included in both the product manual and on the ********** website were missing.I contacted Rinnai customer support using the phone number provided with the unit and was directed to an online chat. The representative began a verification process involving requests for physical and technical details, including information from the unit (which is heavy and difficult to access) and photographs, even though the chat platform lacked upload capabilities. Despite these challenges, I went to considerable effort, including enlisting my contractors help. I submitted a photograph of the manual, which was confirmed.When I asked about the missing parts, the representative immediately and curtly responded with "No," despite acknowledging the discrepancy and confirming that the parts listed in the manual and on *********** product page ***** 4) were indeed missing. I was told I must purchase the missing parts myself and informed that Rinnai was revising the manual to exclude them. Adding to my frustration, the representative ended the chat while I was still asking for clarification, leaving the transcript inaccessible.While revisions to future manuals may prevent similar issues, they do not resolve my current problem. Continuing to advertise components that Rinnai knowingly does not provide raises serious ethical and legal concerns.This incident reflects significant failures in Rinnai Americas customer service and accountability. I urge Rinnai to address this issue promptly and ensure no customer has to endure a similar experience.

  Business Response

  Date: 03/19/2025

  Thank you for contacting Rinnai via BBB - we have contacted this home owner to address their concern.  

• Initial Complaint

  Date:03/11/2025

  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.

  About 1 year ago I ordered a Rinnai 130in condensing tankless water heater. It developed a leak on the heat exchanger about a week and half ago which is supposed to be covered under a manufacturer warranty. Rinnai is saying they will not send the part to us the consumer who bought the unit and they'll only do it through a certain licensed plumber in the area. The local plumber is trying to charge me more than the cost of the unit to replace the heat exchanger inside. I've spoken to managers at Rinnai and no one will send the part to me, they say it's a liability issue but in their warranty paperwork that came with the water heater it doesn't state the warranty work has to be done be licensed companies. I asked why they would sell me the water heater if they won't warranty the parts to the consumer and they wouldn't answer. I have never seen service this bad in my life or seen an expensive appliance such as this fail so abruptly. They simply are not honoring their warranty. The unit's serial #********** and the case I have with rinnai is #*****

  Business Response

  Date: 03/12/2025

  My name is *** ********, Director of Customer Operations at **********************.   Thank you for submitting your concern to BBB and giving us an opportunity to make it right. 
  
  One of my managers will be in touch to address this ASAP.  We do honor our parts warranties and reimburse Service Pros (Plumbers) for labor and parts so youre not out of pocket. The only exception to this is when a non-licensed end-user tried to self-install their gas appliance and causes the issue.
  
  On a side note:  I can confirm that we typically dont ship repair parts directly to consumers, since inner mechanical repair of gas appliances carries risk.  That said,we will ensure a licensed Pro takes care of you ASAP.  We will be calling you shortly at the number you provided.
  

• Initial Complaint

  Date:02/25/2025

  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.

  This is a very long case due to multiple fail points with Rinnai corporation. In October, 2021, I used a Rinnai recommended ACE PRO CERTIFIED (as listed on Rinnai's website) contractor to install a new boiler at the sum of approx. $15,000. Less than 3 years later, May 2023, this newly installed boiler is malfunctioning and error codes keep popping up. In May 2023, I went on Rinnai's website again to find a different licensed certified Rinnai technician to inspect and repair the unit. This new technician came, replaced a part, but did not install it properly because I noticed it was leaking later in the day. I then contacted Rinnai and Rinnai is saying the ACE PRO CERTIFIED installers did it wrong. In October 2024, I then found my own plumber. Bought a BRAND NEW boiler unit direct from Rinnai and had the new one installed with new plumbing. Rinnai verified that the install was now done correctly and prior issues were fixed. Less than 3 months later, the unit is malfunctioning AGAIN. In February 2025, I contacted another of the Rinnai recommended plumbers and they found that the new unit I purchased was defective.I am seeking labor charges returned of at least $1035 for Feb 2025 and $350 for October 2024.

  Business Response

  Date: 02/28/2025

  We have reached out to the customer to resolve this issue - thanks 

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22987237
  
  I am rejecting this response because:
  They have reached out and requested invoices. I have sent the invoice and am awaiting a response from Rinnai. 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 03/03/2025

  We (Rinnai) have received the original invoice (thank you!) and still need the invoice for $350 referenced from October 24th.
  This is why our Rinnai leadership team continues to reach out.  

  It would be most productive to answer calls/emails from the business instead of communicating via BBB.  Thank you.

• Initial Complaint

  Date:02/05/2025

  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.

  PROBLEM: Our 4-year old Rinnai tankless water heater hasnt produced a consistent flow of hot water for more than 2 minutes over the past month, in spite of the fact that the local utility company, 3 different plumbers, the property developer and Rinnai tech services have tried to solve the problem.. BACKGROUND:1. Lennar (the home builder) hired a plumber during new construction to install the Rinnai tankless water heater in our home in ******. In January 2025, the unit failed. We worked with 3 different Rinnai-recommended plumbers to try to repair this under warranty water heater, and after many labor hours, many hours on the phone with Rinnai Tech Support, ordering new Rinnai-recommended parts and paying $2,157 for installation labor, we still do not have hot water. 3. It has become clear to us, and the repair teams involved, that our tankless water heater is a faulty unit and needs to be replaced by a new tankless water heater. 4. I tried to initiate a complaint via Rinnais website, but the only option was an AI-driven chat forum, which answers generic questions only. Then one of our plumbers asked his Rinnai Tech Support contact for the phone number for a manager to address our concerns, but we were given their generic ************** number (which again, is AI-driven and no help). SOLUTION: We would like Rinnai to reimburse us for the $2,157 in labor that we spent on Rinnai-recommended repairs, and we will buy a better, more reliable tankless water heater at our own expense (which Im told is ~$5,000. We are clearly the losers in this deal, but we are tired of not having hot water.

  Business Response

  Date: 02/06/2025

  We are working with this Consumer to find a new PRO technician in their area and resolve these issues
  *** @ Rinnai

  Customer Answer

  Date: 02/07/2025

  Rinnai has made promises, but has not delivered anything yet.  I would like to keep this complaint open for now, but if I have not heard from them by Monday, February 10th, I will log back in to Reject their proposal if they have not resolved the problem by then.  It really helps to have the BBB involved, since Rinnai is more likely to respond if the BBB is holding them accountable.  Thank you!  ******** *****

  Business Response

  Date: 02/13/2025

  We (Rinnai) has responded multiple times to this customer and delivered direct contact info into our supervisor owning the issue with the Service provider.
  The most recent follow up attempt was today (2/13) at approx. 10am EST.
  If the customer has further issues, she should contact Rinnai directly with the email address provided. 

   

  Customer Answer

  Date: 02/15/2025

  Rinnai new installed a replacement water heater as promised (and its working well), but Im still waiting for the $745.15 repair cost reimbursement that they said theyd send to me. Once I get that, I will be happy to close this complaint. Thank you!  ******** *****

  Business Response

  Date: 02/19/2025

  This is in process 

  Customer Answer

  Date: 02/19/2025

  Rinnais representative said my $745.15 reimbursement check will be cut on Feb 20, 2025. Once I receive that check, I will let Rinnai know. In the meantime, my claim cannot close until that happens. Thank you. 

• Initial Complaint

  Date:01/30/2025

  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.

  New home purchase Feb 2022. Builder installed Riaani brand Tankless hot water heater. After 2 years 10 months hot water heater went out. Called Riaani was told to contact a licensed Plumber. Local licensed plumber came out and reached out to ****** for replacement part. While ****** claims they have a warranty, its limited to parts and NOT LABOR. For a brand new hot water to stop working and break before 3 years appears to be a cheaply made product. I would NOT recommend ****** for any products . I have also reached out to the home builder letting them know the quality of product they are using.

  Business Response

  Date: 01/30/2025

  Hello - Rinnai certainly covers both Parts and Labor for warranty repair issues.  Rinnai is looking into this directly and will coordinate with the home owner and a licensed service provider to ensure any issues are resolved.  Thank you!

• Initial Complaint

  Date:01/29/2025

  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.

  This is a warranty issue. I purchased a Riinnai Propane Heater model FC824P, October 22, 2022. The product failed to shut off December 2024. The Rinnai recommended technician (***** Plumbing and Heating, *********, **. ************). Has had the product in his shop since December 2024 and has requested Rinnai Tech support assistance. Rinnai tech support has failed to respond. I request tech support to contact ***** ***** or to have replacement heater shipped to my residence. Thank you.

  Business Response

  Date: 01/29/2025

  Thank you for giving the company an opportunity to make it right.
  Rinnai is currently in contact with the home owner and the installing service PRO to identify issue and address.

• Initial Complaint

  Date:01/18/2025

  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.

  Rinnai products and services is more than disappointing. We chose Rinnais tankless water heater because of the warranty. We felt the extra purchase price was worth it due to the product's long term warranty. We quickly learned we were wrong. The ********** model number RSC199iN, broke down after 16 months. Rinnai could not explain the cause. Obviously, a defective part; yet Rinnai did not take any ownership in fixing the part. Instead they made it our problem to fix. The part took over a week to ship, even with priority overnight mailing. This happened in ******** ********* coldest month. Rinnai never notified us or the plumber. In addition to the delayed shipping, Rinnai did not have our warranty registration updated, even though we provided our an email confirmation. Therefore, Rinnai denied our claim to cover the installation costs even though we have labor coverage for three years. Again, instead of owning their mistake in our registration, we were forced to prove our registration and warranty by pulling old emails and files, a task that was made even harder due to their lack of customer service. ********************** utilizes an online chat system for customer support. Through the 8 day process of trying to fix our hot water heater, due to their defective part, customer service disconnected our online chats 3 times, intentionally, and refused to provide a phone number or managerial contact. Rinnai also exercises extreme control over contractors. They will only authorize warranty work to their approved vendors, who are at ******* to charge their own set labor costs. Yet, Rinnai limits their labor costs, which puts the liability on the consumer. Now, we are left with a large bill to fix a problem with the ********* which should not have broken down and wait for Rinnais claim department to review our warranty claim, which they say could take up to 60 days. Rinnais 100 year commitment to quality, innovation and warranty is clearly not acceptable business practices.

  Business Response

  Date: 01/23/2025

  We will contact customer to resolve this situation (voicemail left today - will continue to try and correspond).  Rinnai does not dictate or determine 'authorized' contractors and allow warranty work within or outside of our PRO network.
  Thank you for taking the time to raise your concern.

• Initial Complaint

  Date:01/13/2025

  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 installed 2 new tankless water heaters in my multi unit building. They are in the basement where a new unit was being constructed. The Pro sold these 2 units saying that it would take no more than 4-6 seconds to get water to each unit. First problem. The unit makes a loud thud noise throughout the day. Even in the middle of the night awakint me. I learned this prior to moving in. The pro, ***** ********, said he would come out to take care of. For 6 months and still a no show. Next once i moved into the new unit i noticed it takes 60 seconds to get hot water. ***** said he would come and move a piece. He never showed up. I was able to finally get a live person via email to the *************** However, after being told they would have ***** come out and take care of the issue. They emailed me back that ***** said that loud noise is an issue with my plumbing and i need to call the plumber. This is totally egregious. The unit is making a noise not the ****** pipes. All the pipes are new and ***** ran all the pipes necessary to install this unit. They gave me no comment about the total one minute it takes to get hot water. This unit has never worked properly since install. I can not get anyone to come and correct the issues. And even if they wanted to diagnose the issue over the phone without a technician speaking to me, what problem with plumbing specifically? When the building was being repiped, ***** was present and worked with the plumber. Any needs he had for install were met. If these new units needed some special plumbing install then that should have been a requirement prior to install. Lastly. I dont have any documentation on my units. No manuals or nothing. This is a unacceptable. Im wasting time and water waiting a full minute to receive hot water. And the loud noise is unbearable. Waking me up, startling my family in the wee hours of the morning.

  Business Response

  Date: 01/14/2025

  Thank you for contacting Rinnai - we will look into this and resolve ASAP between customer and PRO that serviced the location.

• Initial Complaint

  Date:12/09/2024

  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 Rannai Tankless Hot Water Heater. It is breaking down frequently, and I have some questions about replacing or repairing it. However, I have been frustrated that no one at ***** will talk to me about this. Apparently, Ranni will only speak with professional installers and repair people. I am a customer. I expect any company to speak with me about the reliability of their product or at least have email tech support. It is shocking that ***** has such poor customer support. I have reached out to Ranni world headquarters, but have not received a response. I am just amazed that any company has such poor customer support as *****. My request is simple, but ****** has proven to not care about customers. *** *****, ******************

  Business Response

  Date: 12/09/2024

  For issues with Rinnai units we recommend working with a licensed PRO for Installation, repair and potential safety issues.  One of our Rinnai employees with contact you to refer you to a PRO in your area.  We do not provide repair assistance to consumers over phone/email with gas appliances.  Thank you.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22660136
  
  I am rejecting this response because I am not looking for a referral. I am looking for customer technical support to answer my questions about my unit. ****** is the manufacturer.  They are the most qualified to answer questions.  I am shocked at the low level of customer service from ******. Next time, I will be sure to buy Made In The *** where I can get support. 
  
  Sincerely,
  
  *** *****