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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 |
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
I strongly discourage you from purchasing a Navien, Inc tankless hot water heater. We have had hot water for less than 15min since our was installed three weeks ago. Our plumber has done everything to work with the manufacture who will not replace the unit. We’ve all together sat on IT support calls for hours, we’ve tested the propane service and replaced the motherboard. This unit is JUNK, furthermore, this company does not at all stand behind their products. This manufacturer has cost our small business plumber hours (... read more
Business response:
Dear Ms. Key, I very sorry to hear about your experience and I want to look into this further. If you can please provide your 15-16 digit serial number located on the outside right of the unit, I will review your file and get back to you as soon as possible. Or, you can reach out to us directly at 800-519-8794 x 2 for my team Customer Care. Thank you Navien Customer Care Team.
Terrible company. Doesn’t stand by their products.
Plumber is on their SEVENTH visit this month troubleshooting check valve issues. Navien is refusing replacement. May have to take them to small claims to get money back for a $5k water heater that didn’t last 9 months.
Business response:
Dear Mr. Egger, Thank you for taking the time to share your experience with us. I'm sorry to hear you're having so much trouble. I was able to locate your file and I see you spoke with a supervisor in Technical Support yesterday and you both discussed the concerns you have at length. I see he provided parts to your contractor and specified the exact next troubleshooting steps that need to be completed in order to fully determine if the issue is happening inside the unit, or elsewhere in the plumbing of the home. I see everyt... read more
Extremely disappointed. This company does not honor warranty, I moved in few weeks ago to brand new house and water heater has issues. I want a total replacement and Navies is not responding.
Business response:
Dear Ms. Gartland, I understand you want a new unit, but we can't do that without a diagnosis first. Again, these are complicated pieces of machinery using gas, electricity, and water. The issue could be with the unit, the installation, or something else completely. In order for us to get to the bottom of it, we require a licensed professional is on site and contact's our Technical Support team at 800-519-8794 x 2. 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.