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Navien, Inc
- Electronics
- Irvine, CA
About this business
Location details
20 Goodyear, Irvine, CA, 92618, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:00 a.m. to 5:00 p.m. | |
| Tue | 8:00 a.m. to 5:00 p.m. | |
| Wed | 8:00 a.m. to 5:00 p.m. | |
| Thu | 8:00 a.m. to 5:00 p.m. | |
| Fri | 8:00 a.m. to 5:00 p.m. | |
| Sat | Closed | |
| Sun | Closed |
RecommendedBest product on the market backed by great warranties and customer service hands down.
My contractor installed a Navien tankless water heater, and I contacted the manufacturer to identify the correct parts for an upgrade. I asked a few basic questions: Do I need a circulation pump with their valve to reduce water waste? Does their valve include a pump? Do they offer a retrofit pump for my unit? Tech support could not answer any of these questions and would not escalate the call to someone who could. I then contacted customer service and was told they do not provide support to consumers—only to contractors—a... read more
Business response:
We apologize for falling short of your support expectations. We refer you back to your plumber for a lot of this, because they are the ones you should be buying the equipment from, they are the ones sizing your home, seeing what's already there, and determining what the best solution is for your home. There are many right ways and wrong ways to install our units, and not every option is right for everyone. Valves and pumps are two different things, and they don't come together. It sounds like you have an NPE-S2 but are tr... read more
Text: ⚠️ WARNING to homeowners using Navien’s "Find a Contractor" portal: ⚠️ @NavienInc referred me to an unlicensed contractor (Edify LLC / Ronak Patel) for a high-pressure gas boiler installation. This "preferred" contractor’s work failed 5 municipal safety inspections due to severe Carbon Monoxide and fire risks. Because Navien failed to vet their own partners, my family lived in a hazardous, effectively uninsured home for 90 days. Now, Navien's Lead Specialist is admitting to "mistakes" in their database while refusing t... read more
Business response:
Mr. Guildner, I'm very sorry about the experience you had with Edify. I want to again reiterate that Navien did not refer or recommend this company to you. That is a false statement. We have tried to work with you, and have gone above and beyond, but we cannot offer to cover your expenses incurred to fix a third-party's mistake.
Our Navien combo boiler/water heater, still under warranty, began leaking propane and carbon monoxide. Because of the safety risk—especially with young children in the home—the system had to be shut down. We have now been without heat for 4 days, going into the week of Christmas. Navien refuses to replace the unit, even though it is under warranty still, and will only approve individual parts, which are backordered. As a result, we will not have heat for Christmas, and for at least another week. If Navien approved a full re... read more
Business response:
I'm sorry to learn about the safety issues and lack of heat you experienced. I show parts were approved on December 22 and arrived the next day on December 23rd. We always strive to send out shipments with free overnight shipping to impose as little inconvenience as possible. I see your contractor called on December 29 after replacing the parts, and found he needed more parts, which were shipped out same day and arrived December 30th.
Avoid using their products! Zero tech support and parts that don't last. Had one of their authorized Navien Service Specialists out to look at our tankless unit, and they couldn't determine the issue. The tech proceeded to shit all over the company and it's products for the constant issues they have with the parts going bad. Add to it Navien's outsourced, barely English speaking tech support that refuses to answer questions. What a joke! 💩💩💩💩
Business response:
Brian, I'm sorry to hear about this. We'd like to hear more about your experience. Can you please call Customer Care at 800-519-8794 option 3. We are open Monday-Friday, 8-5 Pacific. It sounds like the company you reached out to needs a refresher training. But even if they can't figure it out on their own, our Technical Support team is here to support the contractor with troubleshooting and diagnosing the issue. The dispatcher you got is only there to screen calls and assign contractors to the correct queue, the dispatcher w... read more
Our water heater was installed on a new build just over a year ago and we haven't had hot water for 2 weeks. The plumber has been over countless times at this point, because they will only talk to him, and it's been a fight to try and get any help even then! I recently had a c section, can't take baths, dealing with kids and a baby and no hot water for 2 weeks! I have had to boil and haul water through the house just to clean and bathe which has been very detrimental to my health. I am absolutely disgusted at the complete la... read more
Business response:
I'm so sorry to hear about this. I realize this post was made over a month ago, I would hope the issue has been addressed by now. But can you please send me your unit serial number so I can look into this further and try to understand what was going on and why it took so long to address this issue? Please email me at CustomerCare@navien.com.
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The customer service for this company is beyond abysmal. I had issues with my brand-new water heater from the day it was installed. I spent almost two years troubleshooting the issue, having plumbers come in five times to replace different parts; some parts were replaced more than once and I still have issues. The company still refuses to replace the unit. The customer service department referred me to the technical support department to resolve the issue, but the technical support team can't help me because I am a homeowner... read more
Business response:
Thank you for your input. We apologize for the inconveniences you have experienced. I am looking into this issue now, and you will receive an email from us before end of day today.
RecommendedI’ve been installing Navien Products for over 10 years and it’s by far the best products and customer service. I have Rinnia sales reps coming in my office all the time trying to get me to buy their products and I tell them the same thing every time. They can not compete with Navien and please not come back.
Frequently asked questions about Navien, Inc
How is Navien, Inc rated?
Navien, Inc has a 4.2 star rating with 1,213 reviews.
When is Navien, Inc open?
Navien, Inc is open now. It will close at 5:00 p.m.