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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 |
I am very upset and frustrated with our Navien tankless furnace /hot water heater. We purchased ours 5 years ago, experienced issues twice that were fortunately under warranty…. And then, like clockwork, just after we passed the five year mark our unit started leaking gas (at dangerous levels) and ultimately corroded so much on the inside that it is 100% unfixable. I phoned Navien and was told that they only speak with plumbers, not customers. My recommendation is: only go with Navien if you’re comfortable replacing your uni... read more
Business response:
Dear Ms. Lebeaux, I’m very sorry to hear about your experience. If your unit is for some reason leaking deadly gas, it needs to be shut down immediately, if not done so already. You are correct that your unit’s 5-year parts warranty has expired. However, the heat exchanger warranty should still be active and that is most likely the location of the issue you described. But we will need a licensed plumber or contractor on sight and ready to troubleshoot with our technical support department over the phone in order to confirm... read more
We’ve been waiting on a part to repair our tankless water heater since Tuesday. We still do not have our part thus no hot water. Now they’ve told us we won’t have the part until Monday! Completely unacceptable! The customer service is horrible. They are not helpful at all!
Customer service is deplorable along with your product
Business response:
Hi Jane, we are truly sorry to hear about this experience! Would you please email us a brief description of the issues along with the unit serial number and your contact info to social@navien.com so that we may look further into this issue and get someone on our team to reach out to you? Thank you!
If you are looking for a company that doesn't stand behind their warranty you have come to right place. Just got off the phone with a "senior tech". Our water heater is supposed to have a 10 year warranty on the Heat Exchange. I was just told they will not cover it because Texas had a freeze 2 months ago. Never mind we have been using the tank since then with no issues and that it is in an insulated attic in a home that never lost power. I asked if that meant every water heater in Texas was now no longer under warran... read more
Business response:
We are truly sorry about this experience! Would you please email the unit serial number and contact info to social@navien.com so that we may look further into this issue? Thank you.
Only 4 years old and every year something else has to be replaced. So sick and tired of this unit. My family has been without heat in this house for over A MONTH! And this is not the first time.
Navien is voiding the warranties of all their products in Texas due to winter storm URI. Doesn’t matter what your particular circumstances were (unit failed was indoor/outdoor or had electricity or not or you had heat or not) - all Navien tankless heater warranties are voided since Texas as a whole went through “the act of God” that was the winter storm URI. In fact the manager told me that the NPE-240’s warranty was voided as soon as the outdoor temperature was below freezing no matter where the water heater was. Never, ... read more
Business response:
Mr. Choi, we are sorry about the experience you’ve had to go through. We want to explain that a catastrophic weather event such as the one in TX will cause parts in the unit to crack where the water froze and expanded. This isn’t about the unit having a manufacturer defect which is why the warranty doesn’t come into play here. We encourage you to reach out to your homeowner’s insurance or FEMA to see if they are able to assist you at all.
We have a plastic 90 that got a crack in it and has small drip. Tried to buy piece so we could have licensed plumber install the piece and they will not sale it to us. We are know at two weeks without hot water. Even tried their recommended plumbers and still waiting with no estimated time of repair. Had to pay $136 to have their preferred plumber tell us he does not have part.
Business response:
Dear Mr. Casey, I’m very sorry to hear this. Because of the recent storm in TX, our supplies have been heavily diminished. Can you please provide your serial number and email address and we will see about getting you the part if it’s still in stock?
My brother, his pregnant wife, and two young children have been without heat for weeks. Their warrantied boiler is a piece of junk and Navien has been absolutely no help. The heating company and my brother and sister in law have left dozens of messages. My brother’s business is plowing snow and he missed customer’s calls today because he was left on hold for 30 minutes. If this is not totally and completely resolved by tomorrow, we will be contacting the Better Business Bureau. Navien should be put out of business for leavin... read more
Business response:
Hi Nicole, we are very sorry to hear that there are issues occurring with your brother's unit. Would you please email the unit serial number and contact info to social@navien.com so that we may look further into this issue? Thank you.
Horrible tech service!! Good luck getting through to tech service in under 30 minutes!
Frequently asked questions about Navien, Inc
How is Navien, Inc rated?
Navien, Inc has a 4.3 star rating with 1,166 reviews.
When is Navien, Inc open?
Navien, Inc is closed now. It will open tomorrow at 8:00 a.m.