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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 |
Customer service is terrible....tech support will not pick up...they used to screen the calls to ask if you were a contractor or homeowner...no longer...have to be NSS certified to get a special tech number....now I have a restaurant with a heater under warranty and can't get thru...why would I recommend this heater any longer even if it is the best they lost me ....plumber for 46 years...have installed a bunch of these
Business response:
Hi Kenneth, I'm really sorry for the long hold times we've been experiencing. It's partly due to the major storm that moved across the US last week, on top of it being our busiest time of year. But we are working to improve the hold times. In the meantime, we are allowing parts to be requested under warranty, without calling Technical Support by filing out the online form called TechExpress. A link can be sent to you if you contact Customer Care at 800-519-8794 option 3.
Horrible Customer Service! They will not help you with their product, even the simplest questions, unless you are a professional plumber. So what this means, is once you purchase, you need to spend 2-300.00 ro get a question answered...NOPE!
Business response:
David, I can understand your frustration. Please know that our Technical Support team can only work with licensed professionals for your safety. While your question may seem simple, it does not mean the solution is simple. These are Category IV Gas Appliances, and require a professional for any troubleshooting. We do have some simple things, like adjusting temperature, in the User's Information Manual. You can find a copy of it here https://www.navieninc.com/downloads
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I purchased a home a few years ago that had a Navien NHB-080 Condensing Boiler installed with a date-of-manufacture stamp of 2016. It didn’t take long for issues to start to arise. While they started out minor (error code 302 - low water pressure), they gradually became less so (error code 003 - ignition failure), all this despite me doing all suggested maintenance. Most recently, I began receiving error code 110 – exhaust vent closed. I followed all the suggested steps in the manual to attempt to handle the problem myself, ... read more
Business response:
Eric, I'm sorry to hear about this. Please know that you are free to use any licensed plumber or contractor. It does not need to be someone from our list. The plumbers listed on our website are all independently owned and operated companies, so we can't force them to take a job if it doesn't make business sense for them to do so. You can also reach out to the local distributors (https://www.navieninc.com/distributors) to try and get a referral that way. Distributors tend to know who buys and installs Navien in their area so ... read more
Think hard about getting a Navien on demand hot water heater if you want a hot shower, consistently. I have a 6 month old NPE-240A2. You have to have a technician out on your dime which was $300. min charge. I even replaced two parts , the Flow Sensor and the Water Adjustment Valve ($99.00) but that did not fix the problem! I paid the $300. charge to only fine out it was a little cheap 2 way valve (probably $6.00 part!!!!!) that was the problem! So I guess I am out $400. for this to have a hot shower! At least the wi... read more
Business response:
Dear Mr. Cromie, Thank you for reaching out. I'm sorry to hear about this issue. I found a file matching your name, but I want to make sure it belongs to you. The serial # ends in 1807. If this is your file, I think there's been a misunderstanding. I see that your plumber called earlier today for the first time and we diagnosed the issue as being a check valve. I do not show that Navien was involved in the prior mis-diagnosis of a flow sensor and water adjustment valve, so this is something you would have to take up with ... read more
I thought I was getting a Cadillac of Water Heaters. At least that’s what a couple of contractors thought. I’ve learned the hard way that they don’t support their water heaters. I have had to pay for a contractor plumber to come out here four times now. Last time they replaced a part, but it did not fix the problem. In order to get a refund for the plumber. I have to go through a bunch of hoops. I’ve been fighting with this since July 3. After this many efforts at fixing the problem, I believe Navien should send out a certif... read more
Business response:
Hi Linda, I'm really sorry to hear about this. Our Customer Care representative is reaching out to you to further assist you with this. Please give her a callback if you haven't already. Thank you, Navien, Inc
Incredibly poor customer service. My plumber purchased three units for my home in Dec and first unit burst during a cold snap in Florida. My plumber is unable to get Navien to respond and facilitate repair of the defective unit
Business response:
Dear Mr. Esses, I'm sorry to hear that. Have you reached out to your homeowner's insurance? That's who typically covers acts of nature. The manufacturer only covers manufacturing defects. Also, your plumber can reach our Technical Support hotline at 800-519-8794 option 2 for any technical assistance they need. Thank you
Frequently asked questions about Navien, Inc
How is Navien, Inc rated?
Navien, Inc has a 4.3 star rating with 1,187 reviews.
When is Navien, Inc open?
Navien, Inc is closed now. It will open on Monday at 8:00 a.m.