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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 |
Lousy company, lousy customer service, and even worse products. My wife and I bought a new home which came with a Navien 240A tankless water heater already installed. Six months later the unit displayed an error code 060 which is a faulty Venturi dual switch. When I called Navien warranty department about a claim, I was told a certified contractor or plumber must diagnose the problem while speaking with a Navien technical support person on the phone. Ok, fine. I called my local plumber, he came over talked to Navien tech sup... read more
Business response:
Dear Mr. Gamble, I'm very sorry to hear about your experience. Thank you for taking the time to bring this to our attention. First and foremost, I am sorry for the customer service you received from our rep and I am looking into it to address it with that employee directly. I also want to clarify our Limited Labor Warranty coverage because unfortunately you received some misinformation. While it is true that Navien pays for a total of $150 for the repair, that number is calculated as: 1 hour travel time + 1 hour work time ... read more
I recently had a Navien NPE-240A2 installed at my home in April 2022. Since then, I have had nothing but problems with my unit. Within a few weeks of install, I started to get repeated error code 515-09 Abnormal PCB when I used the hot water and I had to unplug my unit and plug it back in every time to be able to get hot water. I called my installer who was nice to try his best to trouble shoot but he could not figure it out after coming to my house multiple times. I called tech support numerous times with mostly unhelpful i... read more
Business response:
Dear Mr. Thomas, We are sorry to hear about your experience. You should have received an email from our Customer Care Manager yesterday regarding your concerns. Please reply to her directly for any questions or concerns you have. Thank you, Customer Care Team Navien, Inc
Avoid this company at all costs. Not only is their product cheaply made, they make sure to not honor their warranty after the sale either. We had their NPE240A installed on our new construction home in 2019. By 2021 it had begun leaking and by early 2022 it was leaving large puddles on our basement floor. We had a plumber come out who got on the phone with Navien and told them that the unit was basically trashed inside, that there were cracks everywhere and it really was not reparable. He advised that we get a completely n... read more
Business response:
Dear Mr. Carpenter. I'm sorry to hear about your experience. We did look into this when we got a call a couple weeks ago, but unfortunately there is nothing we can do. The plumber refused to install the parts we diagnosed as needing replaced and demanded that we use the warranty to give him credit for a new unit. He felt the work was too difficult to do and it would take him hours to do. But this was a fairly straightforward repair that shouldn't have taken more than an hour to complete. Unfortunately, he refused to repair t... read more
Really regret buying from this company. We spent more than $1500 on a tankless water heater that stopped working properly in less than three months. Do your own research and don't believe the hype about this brand. They are not going to make it easy to get support when their unit fails.
Business response:
Dear Mr. Bavar, I'm sorry to hear about your experience. We assigned your issue to our Lead Technician Hieu and I understand that you both spoke earlier today. I hope he was able to resolve your concerns. If you have any additional questions, please contact my team and we will continue to assist you. Thank you, Customer Care 800-519-8794 option 3 Navien, Inc
Been battling back and forth trying to get hot water. The heat exchanger blew out the bottom and blew the screen cap off the exhaust. It’s under warranty but they are trying everything to get out of the warranty. They kept asking for different pictures. We sent 40 pictures. Then they wanted to talk to a contractor who was physically looking at and that still didn’t satisfy them. They say they will “call us back”. Next step is taking them to court after we get the fire Marshall out here because when it blew the propane smell ... read more
year old tankless water heater less than a year in use and heat exchanger is leaking. they wont send me a new one because a tech has to call. I pay for a tech to come out after being transferred 3 times and an hour waiting tech left! now im out $260 they wont send out the part! they sent me a pdf on things they need and its crazy they even want a water sample! they wont send out the part for liability reasons yet they ask me to go on my roof to take pics of the vents!! guess customers are too stupid to turn off a water valve... read more
I would not recommend Navien, Inc, they will not support their customer & stand behind the product when you need help. Jeremy, a manager at Navien, says that it is company policy to only help licensed contractors although he admits they have no verification for contractors, they just take their word that they have a license. I have a more vested interest in protecting my home from damage than a contractor.
JUNK! When your tankless water heater breaks and is under warranty they will only send the part to a licensed plumber so you are then stuck paying the high dollar labor costs to have it replaced. Cheaper to buy the part yourself and replace. Customer service never answers the telephone so you get stuck chatting, sure that is related to everyone calling in to get faulty parts replaced. Too many other options for tankless water heater, I will never buy Navien!
My navien hot water heater breaks down at least once a year. I would not recommend this product until all the issues are worked out. Plus customer service has not been helpful. I only wish I read all the reviews below. Terrible product!
Business response:
We're sorry to hear that Mr. Smith. Can you please provide your serial number so that we can look into this further and see what's been reported to Navien? If you've never made a warranty claim, that will be the first step. To do so, please have your plumber contact Navien at 800-519-8794 option 2 and report the issue. 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 tomorrow at 8:00 a.m.