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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 |
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
Just Don't Do you want a water heater that when it breaks down you will have outrageous labor costs because they will keep your contractor on hold for hours that you will be billed for? Do you want a heater that when your contractor has done everything they have been told to do by the company, yet it will still not work? If so, then this is the perfect unit for you.
Business response:
Mr. Wesley, I'm really sorry to hear about your experience. We would like an opportunity to look into the issues you experienced. Can you please contact Customer Care at 800-519-8794 option 3 with your serial number so that we can look into this?
Terrible support !Navien will only help a plumber adjust simple setting on their water heaters. They claim it's a liability issue which is ridiculous. Apparently, they don't know what insurance is. I called the most respected plumber in my area and he said it was ridiculous as well, but we could pay him to come over and call navien for the help they should be giving the owner in the first place. Once he got navien on the phone, it took seconds to make the simple temp adjustment that navien could have simply told us the owne... read more
Business response:
Dear Andrew, I understand it can be frustrating that work/repairs must go through a licensed professional. While we can go over some specific items with you (anything in the User's Information Manual), all other items must be done by a professional as these are Category 4 Gas appliances. This is for the safety of yourself and anyone in your home.
Terrible customer service and product. We have been through 2 units, and 3 plumbers trying to resolve our issues. How are they still in business??
Business response:
Dear Ms. Levy, I'm very sorry to hear about your experience and we would like the opportunity to look into it further. Can you please contact Customer Care at 800-519-8794 option 3, and have your serial number available so that we can pull up your file and go from there.
The tankless water heater is a great product when it’s working. Customer service is really awful when you have an issue. We’ve been without hot water for a month, plumber has been out twice, and now navien decides our plumber needs to come out again and get more photos…this means we will be going in to the holidays with no hot water. I will switch out this tank as soon as possible to another brand. This has been a frustrating and infuriating experience.
Business response:
Dear Mrs. Helmers, I am very sorry to hear about your experience and I would like to clarify what happened. Originally we had asked for a specific set of pictures on 11/1 to process a warranty claim for your unit. Your plumber called back on 11/10 to ask the status, and we told him the pictures haven't been received yet. He was pretty adament he had sent them but we searched the email box and couldn't find them. So on 11/10 we asked for them to be sent again. We received them the next day, but one of the pictures was missing... read more
Had the unit 7 years. Now the parts on it are failing. Replacement costs this year are 800 dollars with this unit costing 5000 dollars. My original hot water tank was gas and was problem free for 14 years. To replace it would have been about 1200. Not really energy efficient either. Do not recommend this brand or tankless systems.
Business response:
Dear Kary, I believe I located your file. I see you have an NPE240A model unit that was installed in August of 2014. However I don't show that Navien has received any calls from your plumber about this unit in the 7 years it's been in operation. Is this the first repair you've had? Do you know what parts were replaced? I see your parts and labor warranties are both expired, but your heat exchanger warranty is still active. If the issue is with your heat exchanger, or if your plumber ever needs assistance with troubleshooti... read more
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.