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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 |
Useless customer service, no service providers, and poor construction of the units. Former service provider stopped working on Naviens because they are problematic and customer support is terrible.
Business response:
Dear Mr. Gontowski, I'm really sorry to hear about this. The last time Navien was notified through the warranty process that there was an issue on this unit was in 2018. And before that was 2013. I understand your installer no longer installs our products. Please know you are free to use any licensed plumber or contractor of your choosing. I show we have 15 listings within a 25 mile radius of your zip code. https://www.navieninc.com/installers Once you have someone out, they need to call Technical Support while in front of ... read more
This company does not support its products. I’ve had 3 service calls from qualified plumbing/heating companies and they can’t fix the unit because they have to talk to Navien-who can’t be bothered to pick up the phone. Navien doesn’t care that these people are charging me by the hour. I reached out to Navien who indicates they have a policy they won’t talk to customers. Only qualified technicians. And when the qualified technician calls they don’t answer! Meanwhile Navien doesn’t care I don’t have hot water. And when ... read more
Business response:
Dear Ms. Petrolino, I'm sorry to hear about your experience. The reason our Technical Support team needs to talk to a licensed plumber is because this is a Category 4 Gas Appliance and can only be worked on by professionals. It is not safe for homeowners to work on their own units. I realize our hold times have been long lately. That is mostly due to the freezing cold conditions that passed through most of the country over the Christmas weekend. Our call volume and wait times have been high ever since. We are trying to get t... read more
Don't waste your time buying a tankless water heater from this company. I live in the South and we had a cold snap where the plastic pipes busted inside the unit and whoever knows what else is wrong. Who the hell uses plastic pipes!! The plumber came out and said Navien told him the parts are not covered under Warranty because of the cold snap in our area. This thing will not save you money stick with the tank. An angry customer who got ripped off by buying this piece of garbage in 2021!!
Business response:
Dear Mr. Padbury, I'm sorry to hear your unit froze. Have you reached out to your homeowner's insurance yet? That's typically where you get coverage for acts of nature. As the manufacturer, we only cover manufacturing defects under the warranty.
We need a $6 part and Navien has been extremely unhelpful, including not allowing us to order it myself, making the plumber work with a supplier, shipping the wrong parts, not having ANY urgency to help us after having no hot water for two weeks. The plumber said the new parts were ordered again Friday for overnight delivery, BUT Navien can’t find the order, the supplier is closed on Saturdays, and Navien said they never ship things out for Saturday delivery and the plumber paid for overnight shipping. This has been going on... read more
Business response:
Ms. Moser, I'm really sorry to hear about your experience. If you can please provide me your serial number, I will gladly look into this. Without your serial number, I can't provide particulars, but I can shed some light on the process. The only way parts can be ordered directly with Navien is under warranty. If the warranty is expired, or it's not a covered warranty issue, then parts must be ordered at a supplier. We have no control over shipping from the supplier as they are independently operated. Typically, parts shipp... read more
The gas company condemned the unit and you won’t replace it. They leak gas they leak water these are total junk units.
Business response:
Dear Mr. Powers, I'm really sorry to hear this and we want to look into it further. If you could please reply to the direct message we sent you yesterday with your serial number so we can begin reviewing everything, we would greatly appreciate it. Thank you, Navien Customer Care Team
Absolute junk. Ours has been in service 1 year this week and has been broken down at least 6 times. I’m sick of it.
Business response:
Mr. Crawford, I'm really sorry to hear that and we would like the opportunity to look into this. I couldn't find an account under your name. Are you able to provide us your serial number? Outside right, in between 2 barcodes. 15-16 digits long.
I had a brand new combi unit installed before I closed on my condo. The unit is not even a year old and already had a faulty part. I had a local heating contractor come out and fix the problem for me and I submitted my bill to navien for reimbursement. I have been struggling to get reimbursed and the company is only willing to pay a small amount towards the bill and Im responsible for the rest. Very poor customer service as they clearly don’t stand behind their product or warranty. Don’t waste your time with this company and... read more
Business response:
Thank you for your feedback Erin. I was able to locate your file and labor claim to Navien. I am having our Customer Care Manager reach out to you to see what more she can offer you. You should get an email from her before the end of day. Thank you, Navien Customer Care Team
I have a new install of navien combi and i as homeowner have a question and what do i get when i called the support number. Sorry we don't help non contractors ... bunch of shit!!! If I knew Navien customer support SUCKS i would not have purchased the product.
Business response:
Dear Mr. Kull, Technical Support is a dedicated line for licensed professionals to get technical and troubleshooting assistance from Navien. Because these are a category 4 gas appliance, only licensed professionals can work on our units. This is for the safety of yourself and those in the home. Thank you, Navien Customer Care Team
installed in October and it needs repairs done already it's only December. not even 3 months. what a joke . The cost point is crazy and now this ,come on. Then if it needs parts I'm out of hot water for 3 days then have a technician come back out and i get charged again and have to fight to get reimbursed. Think twice before purchasing this brand. Good luck sucks to buy junk
Business response:
Dear Mr. Bobinac, Thank you for reaching out. I'm sorry we couldn't get you parts any sooner. I show we got the call after 4pm on a Wednesday, which is after our shipping cutoff, so the parts were sent out Thursday with overnight delivery and they were received Friday morning. Thank you, Navien Customer Care Team
Frequently asked questions about Navien, Inc
How is Navien, Inc rated?
Navien, Inc has a 4.3 star rating with 1,165 reviews.
When is Navien, Inc open?
Navien, Inc is closed now. It will open tomorrow at 8:00 a.m.