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:04/01/2025

  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 had a Lochinvar cobi boiler installed 09-01-2018 Model # NCK150N S/N ************** I call for service 3-10-2025 for no domestic hot water. The service company that installed the unit came out in a day or so. They then order ***lacement parts. I was told the parts would be here in a few days. After the third time of ***lacement parts being shipped I contacted Lochinvar direct my self. After being told that the parts were not on ordered. Then told they have the parts. then told Why was I calling for the parts I should contact the Service **** in my area. ***** ******** ************. He was already aware or the issue. I know this for a fact because the ********** that installed the unit was at my home talking to his the day of service. I also tried to contact the ********************* parent company to locate parts was told to contact service *** again. I have call texted and email trying to get help. I have AI generated responds message to I should find a qualified ****** contractor. **************** will only tell me to contact Service **** Technical will only tell me service locations in my area. Bottom Line is I'm getting the run around and everyone is passing the ***** I just need the parts so I can take a hot shower. There is a lot more to this story I just listed the Highlights. I believe that service should be available especially went one of the part is under warranty ( heat exchanger )

  Business Response

  Date: 04/09/2025

  Lochinvar Technical support ************* Manager was sent to the residence on 4/4/2025. The flow group was repaired and the unit is functioning correctly.

• Initial Complaint

  Date:03/20/2025

  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.

  NEVER BUY LOCHINVAR!I bought a commercial hot water heater in November 2024 for $10,000 with Lochinvar. The water heater was a lemon. It took an entire month for Lochinvar to send a ***resentative to come see the water heater. Before that they would say theyll ship parts which took 2 weeks each to arrive twice and the Lochinvar **** had no clue what they were doing because they asked the plumber to check components that had nothing to do with the issue. After an entire month of a 12 unit apartment building not having adequate hot water they finally sent an onsite *** who also had no clue how to solve the problem. They are now asking to change another component and then they say theyll change out the water heater with the same one but the issue is faulty curcuit boards on this line. A new curcuit board or water heater wont do the trick if the whole line or this model is faulty. They have acknowledged the water heater they sold me is faulty but refuse to give me back my money. After this experience I would never buy another Lochinvar and would recommend no one else does either. Im trying to get my $10000 back now.

  Business Response

  Date: 03/28/2025

  The customer has been given a new heater under warranty. The customer was not charged for any part. ***** invoices will come to Tech support for review and payment. We do apologize that the original product was not up to our standards.

• Initial Complaint

  Date:08/31/2024

  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.

  We purchased a 75 gallon Lochinvar hot water heater in January 2024.Rhino Plumping installed. We continue to have dark grey hot water. Rhino plumbers have tried to resolve problem by draining the tank twice and in June ***laced the anode rod. We continue to have black residue and grey water The inside of the tank is defective and should be ***laced. ***** has been notified and said they will ask a *** to come.

  Business Response

  Date: 09/05/2024

  Technical support has contacted the *** and the Distributor in the area to assist the customer is submitting a warranty claim. **********************'s business model is Business to Business. Our business customers sell to manufacturer's **** and distibutors that handle these types of requests. Someone should be reaching out to the customer in the next 5-10 business days.

• Initial Complaint

  Date:06/05/2023

  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.

  In March/April of 2023, *********** purchased a replacement water heater from this company and we had it installed. Near the beginning of May, the water heater ceased working. We contacted ***********, who contacted this company for the replacement parts. These parts still have yet to arrive. *********** purchased the replacement parts, as we have been without ************* for over a month with this company stringing him along week after week. We are requesting that we be reimbursed the $350 labor charges, as this company provided a water heater with faulty equipment which lasted only a few months. This $350 came out of our pockets although we are in no way at fault for the faulty part. We do not appreciate the length it has taken for this company to work with *********** and we especially do not appreciate that $350 came out of our pockets to fix an issue that the manufacturer caused.

  Business Response

  Date: 06/12/2023

  ************** was contacted by ********************************* on 6/6/2023. ****** asked for labor bills along with the serial number and a description of the work performed. Parts were warrantied on 6/2/2023 Lochinvar will make a one time payment of $350 to settle ****************** claim.

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/17/2023

  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.

  Lochinvar water heater. Serial number *************. Failing slowly over the past 6 months or so and now we run out of hot water after about 5 minutes. Contractor came and replaced the thermostats and heating elements. Unit still runs out of hot water after a few minutes so it is NOT fixed.Called for warranty and was told we could get a replacement heater - then the total runaround began. First got someone who authorized for us to get a replacement heater and was told they would pay for the parts already replaced too.Was told to take the sticker off the heater and take to the supplier - called to make sure they had one and we were told by the supplier that in no way they would just give us one, we had to get a contractor to pick it up and he argued with us, told us we had to keep replacing more parts and could not simply get a replacement heater.We've already paid $280 for labor. Now we need to pay again - for labor - to replace the dip tube and see if that works. If that doesn't work we then will have to pay for more replacement parts and/or then for the contractor to go get the replacement heater and install it. By the time its all said and done we could have just purchased a new hot water heater and had it installed.The "warranty" is total c*** we have talked to so many people at *************** and Lochinvar who keep giving us a total runaround and have not been nice to deal with. No one really seems to know what they are doing or who should be doing what. I will NEVER allow anyone to install a Lochinvar product in our home again and I want a replacement water heater and the parts we already paid for reimbursed.Unfortunately we will then have to deal with having a Lochinvar water heater until we have to go through this again, but what is the point of a ''warranty"'??? I didn't mind paying for the labor, once. I DO mind paying for labor over and over again trying more and more things and then have to pay for them to pick up the item and install.

  Business Response

  Date: 05/18/2023

  Lochinvar contacted the distributor in the area. The distributor reached out to the customer. The customer has already contacted another contractor to service her product. The contractor found a loose wire to one of the components causing the issue. The product belonging to the customer was manufactured in 2018. We are only now hearing of issues she has experienced. If more issues are discovered, the customer and distibutor will discuss options and reach out to Lochinvar for support.

• Initial Complaint

  Date:03/03/2023

  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.

  A new hot water tank was installed in 2018 by the company, *******************.7/2020 a new hot water tank had to be installed because the 2018 tank failed. It was covered under warranty, but labor had to be paid for the install.1/20/23 a new hot water tank had to be installed because the 7/2020 tank failed.It was again covered under warranty but labor of $554 had to be paid again.Because the original tank was installed in 2018 (and has been replaced twice since then) the warranty carries over from original tank 2018 and the newest tank 1/20/23 is only warrantied till 9/11/24. This again will not include labor if the most recent tank fails.I am not young, have had hot water tanks in ************ and it is unconscionable to have 3 hot water tanks fail and have to be replaced in 5 years. This has to be a defective product. In addition, each time the labor to install these tanks has to be paid by the owner.

  Business Response

  Date: 03/14/2023

  We spoke with the customer to address their concerns. The submitted invoice has been reviewed and we agreed to reimburse a portion of the labor.  The customer will contact us if they need any further assistance.

  Customer Answer

  Date: 03/25/2023

  This has been resolved. The company paid 1/2 of my recent labor costs thats all they were willing to do.

  Next water heater I need, it absolutely will NOT be from this company.

  Thanks for your help, I appreciate the BBB!

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

• Initial Complaint

  Date:02/06/2023

  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.

  I purchased a Lochinvar residential boiler called "Solution" with model number CBN090 and serial number ************* from a local HVAC specialist called ***** ******* and Air on 09/15/21. It was installed shortly after that date. I notified ***** about three months later when the boiler began making a banging sound. The technician that examined the boiler indicated that the valve values were accurate and the boiler was heating. No further action was taken. The boiler continued to make banging sounds when it was turned on this fall (October 2022). On December 24, 2022, the boiler stopped working. The emergency service tecnician said that the damper was stuck open, and the interior was extremely sooted up. He got the boiler running by flicking the ignition switch on and off. On the evening of December 25,2022, it totally shut down. On Tuesday, December 27, 2022, the control panel was replaced. The boiler worked until January 25, 2022, when it stopped again. On that day, the control panel was replaced again. It did not work. A second control panel was installed which did not work, and I was informed that there would be no heat in the house. The technician was in and out of the house checking the gas lines. About thirty minutes later, the boiler came on by itself. The technician admitted that she didn't know what the problem was, but not to play with the thermostat, because the boiler could shut down. I was told by ***** that the unit would be replaced. ***************************, the owner, was at my house on Monday, January 30, to examine the flues. **** said that he would like to run a dedicated electric line to the boiler to prevent further malfunctions of the control panel. **** also said that it might take two days to put in the new boiler. On Friday, February 3 I called to schedule installation, and was told that the boiler would not be replace. This boiler is not repaired and it is not reliable.

  Business Response

  Date: 02/07/2023

  The product was shipped to a local distributor in March of 2017. The factory does not maintain tracibility after the original sale. To locate a Manufacturers Rep or Distributor, please visit www.lochinvar.com/locator and search using the applicable zipcode. 

  Customer Answer

  Date: 02/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/22/2022

  Type:Order 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.

  Boiler under warranty. Since installation my shower temperature keeps getting cooler and I keep needing to raise it. Its also quite erratic. If I lower the temp a drop it goes cold, not a gradual increase and decrease. Previously made warranty claim and they sent me a new gas valse/thermostat controller. Had that installed and it didnt solve issue unfortunately. Maybe for a day it helped. My plumber says he cant figure out issue and would recommend trying to replace the dip tube if Lochinvar can send that part and cover the labor cost.

  Business Response

  Date: 12/06/2022

  06-24-2022 Unit Serial # ************** - Case # ******** ************************* states that the heater temp is up and down temp is not at a constant setting.  Transferred call to the ********************** for assistance. Gas valve was shipped via *** on tracking #1Z3132950397950725.  Case is considered closed.
  
  11-16-2022 E-mail received from customer.  I finally had the gas valve/thermostat controller. Unfortunately that didnt help. Maybe for a day. My plumber says he would recommend trying to replace the dip tube if Lochinvar can send that part and cover the labor cost. Do you have any other ideas what it could be?
  
  11-22-2022 BBB complaint received.  Assigned to Technical Support to contact the customer.  Tried to contact the home owner and call went to voicemail. Left a message to call back and put in his serial number when prompted.  Case #******** opened and assigned.
  
  11-29-2022 Team Lead reached out to **************** in regards to BBB complaint and shipped the part that was requested.
  He stated that the service provider that Lochinvar sent was telling him to call us to order the dip tube for his hot water issues. Since install he's been getting intermittent hot water and they replaced all the other parts and advised that it was a diptube issue and to call us to get the part.
  **************** was upset because when he reached out to us we kept referring him back to the provider that wouldn't send the part.
  Advised that Lochinvar assists with part replacements and we assist troubleshooting only. As a 1 time exception for customer satisfaction I sent out the Diptube with NDA shipping and advised to contact the service provider for installation of the part.  Case #******** is considered closed.

  Customer Answer

  Date: 12/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/28/2022

  Type:Product 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.

  Case # XXXXXXXX After being on the phone with for a long time and being transferred 5 times to get someone to help get a replacement for my malfunctioning gas top hot water boiler issue, I was put back to the main automated system. I emailed and no response. Please have a supervisor reach out to me to schedule a time to speak or help me via email. Otherwise I **** be forced to take action another way to resolve this issue. Thank you.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/29) */ Case #XXXXXXXX, XXXXXXXX, and XXXXXXXX - Per our records, it indicates that the customer was called back on June 29, 2022 and replacement parts were sent. No other call notes indicate any issues. We consider this case closed. Consumer Response /* (3000, 7, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't receive any call/voicemail and didn't speak to anyone on 06/29. What replacement parts? Please email me directly to clarify so we can resolve this case Business Response /* (4000, 9, 2022/07/05) */ Previous Case #'s were incorrect thus resulting in an incorrect analysis that the problem was corrected. Here is the latest update: 1. Plumber went to residence and changed mixing valve. 2. Plumber refused to go back because from his perspective the unit was working according to spec. 3. Tech service ordered a gas valve/ thermostat control. 4. This part is not available and there could be some wait time as demand is building due to supply chain issues. 5. Home owner agreed to call another resource to repair the unit if we can get the parts to them. 6. Tech service **** call homeowner and update him on the supply chain shortage.