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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 |
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
While I liked the Navien Combi-Boiler while it was working, I am extremely disappointed this boiler failed after just over 4 years of service due to soot build up on the heat exchanger. Based on what our plumber and HVAC professionals told us this was due to an internal problem with the boiler. Navien did not return calls to our plumber, and since we are in northern Minnesota in January without heat, we had a different product installed. To summarize, this was a poor product made by a company with poor customer service. Look... read more
Business response:
Dear Mr. Anderson, I'm really sorry to hear that. Soot buildup cannot be created by the unit, it is typically created by an external issue where something with the installation is wrong. Can you please provide me your serial number so I can look into this further. Regardless, we should have returned your plumber's call and provided a response. I want to find out what happened and give you more information.
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
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.