Reviews

Review Details

• Review fromTim W

  Date: 07/22/2025

  1 star
  Absolute worst customer service I have ever experienced. You, as the owner, cannot order any parts even when your plumber tells you what to order. I asked to speak to someone in a supervisory position, and they said they were ending the call and hung up.I will never buy a Navien product again.
  

  Navien

  Date: 07/28/2025

  ***, I'm disappointed to hear about your frustrating experience with parts ordering and customer service. Please call my team so we can look into this. If you provide the phone number you were calling from, we will pull the call and get this ************'s important we mention that only a licensed plumber or contractor can order parts, you are correct. However, we have an online form we offer them when they call. This form is not offered to homeowners, only licensed professionals. Reasonable requests are approved. It just has to be ordered by them. Unfortunately, we get a lot of homeowners trying to work on their own units, or pretending to be contractors, so we have to be cautious since it's not safe for untrained hands to work on these complicated pieces of machinery that involve gas, water, and electricity.

• Review fromAmber W

  Date: 07/16/2025

  1 star
  Do not get a Navien tankless water heater. I spent ****** (including installation) for mine about 3 years ago. In that time, its gone down 5/6 times. The first time it went down was 6 months after I purchased it. Im currently going on 5 days with no hot water, because the company is waiting on the part to fix it. Every reason for moving to tankless has been debunked in the last 3 years. Im very tempted to go to Lowes and just put a regular plain old water heater in my house.
  

  Navien

  Date: 07/17/2025

  Hi *****, I'm sorry to hear this. I found your file (SN 2087y2211321421) and see 2 issues reported to us. One was lastSeptember, and the other was on July 14th. For the recent claim, the part was sent the same day with free overnight shipping, and arrived to your plumber's location on July 15th. ***** tracking ********************************************************************************************

  If you have any questions or concerns, please contact ************* at ************ option 3.

  Thank you,

  Navien ************* Team.

• Review fromItzik S

  Date: 07/16/2025

  1 star
  I am joining the 1 star family. I am writing this after spending days and hours on the phone unsuccessfully. I have owned this unit for 10 years and until ***** months ago it was working perfectly. about 11 months ago I got E.012 code I called and was amazed by how long it takes before you can talk to a tech. The tech said that I had to replace the heat sensor and the Venturi and that fixed the problem until about a month ago when the same code appeared this time it's the heat exchanger My issue is not with the part or the quality of the product. The tankless water heater I have gets 5 stars but the company gets none. They get to abuse us for profit and no authority is there to protect us from them. Every call wastes at least an hour and the remaining 10 minutes are what it normally takes to diagnose the issue. Majority of it is waiting and repeating the info like serial# name etc. more times then anyone person should spend to conclude the whole thing. This should under normal circumstances take no more then 2 days. However with Navien it's not the case. The person that helped me was nice and knowledgeable and (as should be) we were done in about 5 minutes. This is the second time this week that I had to go through this because the first time the order was not done correctly and so the part was never shipped, I never received any confirmation email. When I noticed that I didn't get any email I called again the same day and was told "we don't know what is going on. Call at the end of the day or tomorrow" I called tomorrow which is today. At the end of the call I asked the tech guy to send me an email confirming what we discussed but the answer was NO Navien showed earnings for 2024 (Total Revenue: ******* billion. Net Income: ****** billion) they should invest in better service for those who spend the money already. I will probably not get another Navien product and again it's not because of the product but the way they treat us. What a shame. I hope they change.
  

  Navien

  Date: 07/17/2025

  SN 7414y1520431055

  Itzik, I'm really sorry about this. I looked through your order, and I show it was created correctly, but for some reason, it did not ship out. I have alerted our IT team of the issue so they can ensure this does not happen again. I see your order was recreated this morning to rectify the situation. This is not normal and I am sorry you experienced such a delay getting your order shipped. 

• Review fromkyle n

  Date: 07/09/2025

  1 star
  i would never recommend this system to anyone. constant issues with water staying hot. youre better off having a normal boiler then this junk. save your money
  

  Navien

  Date: 07/15/2025

  ****, I'm sorry to hear this. Please use your warranty to report the issue and get resolution. To make a warranty claim, your installer needs to contact our **************************** and report the issue. ************ option 2. Open 7 days a week. You can use any licensed plumber or contractor. We also have an optional tool for customers to use, a list of independent service providers who attended training on Navien products and requested to be on our website. ************************************************* Thank you,Navien ************* Team

• Review fromMike W

  Date: 07/08/2025

  1 star
  I'll start off by saying Im a third generation plumber and business owner. My company has been in business for 73 years. The customer service that I received from ********************** was absolutely the worst experience I have ever had trying to warranty a part for a customer. They misdiagnosed the problem when calling tech support from the very beginning. They sent out six different parts under warranty to try to fix the problem, when all along it was the heat exchanger leaking on a 2-year-old unit. And destroyed all the other parts inside the unit. So far they have not okayed a complete unit replacement under warranty. Instead of honoring their 15-year heat exchanger warranty by sending a complete new unit, they have sent a new heat exchanger under warranty. I explained to them that all of the other parts inside the unit are compromised and that it is unsafe at this point. They told me to dry out the circuit boards and parts and attempt to see if it works. When I already know common ***************** and water do not mix. It's just unbelievable to me that they could treat me or my customers this way. And I just can't believe that they would send out hundreds of dollars worth of warranty parts for a defective unit, and then try to avoid a full warranty replacement. All they have to do is send out a new unit to make things right for their customer. Instead they are doing everything they can possibly do to save money. I will never recommend them to another customer again. All I can hope is that their poor business practices lead to them changing their ways or suffering financially like my customers and I have because of them.
  

  Navien

  Date: 07/15/2025

  ****,I'm really sorry about this. Can you please send me the customer's serial number or contact information so I can look up the file and see what's going on? I want to bring this to the Tech Manager's attention. Also, can you tell me the current status of this unit? Was it repaired? Replaced?Thank you,Navien ************* Team ***************************************

• Review fromDonna R

  Date: 07/03/2025

  1 star
  Do not buy a Navien tankless water heater.We had the first one installed in 2009. We had many many issues (O-rings failed, flood in the basement twice, no hot water, multiple visits with our service tech, new heat exchanger needed) even though we serviced it annually. We had so much trouble with the first tankless water heater that, in 2016, Navien did not just replace the heat exchanger they replaced the entire machine. We paid the labour to have this second tankless installed at a cost of $960. Fast forward to 2025, we now need a new heat exchanger in our second tankless water heater, but it is 11 months out of the original warranty. We have only had the second tankless for 8.5 years, but they back dated the warranty to the original purchase in 2009. The brand-new machine that was installed in 2016 should have come with its own new warranty. Our first tankless lasted 7.5 years Our second one lasted 8.5 years We called Navien (not great customer service) and no exceptions out of warranty replacement cost of the heat exchanger is on the *********** my opinion, a brand-new tankless water heater with a new serial number should have its own ******* heat exchanger warranty and it should last longer than 8.5 years.
  

  Navien

  Date: 07/15/2025

  *****,Thank you for feedback. While I understand you feel the replacement unit should come with a brand new warranty, the only way to receive a brand new warranty is to make a new purchase. Warranties are not 'refreshed' just because a warranty claim was approved, whether it's for a replacement part or a new unit. I'm sorry we can't be of more assistance. Thank you,Navien ************* Team

• Review fromswarna v

  Date: 07/02/2025

  1 star
  Bad experience and poor customer service from ********************** company.Tankless water went bad stop working in less than 3 years. Techs are horrible and rude hang up phone on you because they cannot answer our ************ advise **** ***** with self cleaning is far better and durable than Navien.
  

  Navien

  Date: 07/15/2025

  ******, I'm sorry to hear about this. I found your file and I do see that our techs did terminate the call after being screamed and yelled at during multiple calls, even after the process was explained. Hanging up on a customer is never our first response, and we always try to remain calm and explain your options. But eventually, the call was not progressing and the call was terminated. Prior to terminating the call, we explained that we require a licensed plumber or contractor contact us to get the parts. We cannot ship parts to your home unless that is a request specifically from your contractor. Work cannot be performed by you as the homeowner unless you are licensed to do so. Parts are approved on your file, but we still haven't received a call from your plumber with shipping instructions. Please have them call ************ option 2. You are free to use any licensed plumber or contractor of your choosing. Thank you,Navien ************* Team

• Review fromJulie H

  Date: 06/18/2025

  1 star
  ******! ************ does NOT stand behind its product. **************** is horrible. We purchased an original system and it was nothing but trouble. They did replace that system; however, we are having problems again and now they will not offer the warranty on the new system because they replaced it once. There was no backup or care that the brand new system they put in was faulty. Ridiculous. Do not trust them or their false warranty.
  

  Navien

  Date: 06/24/2025

  *****, I'm really sorry to hear about your experience. Can you please call ************* at ************ option 3 and provide your unit serial number so we can look into this further for you?

• Review fromTracy A

  Date: 06/05/2025

  1 star
  Absolute garbage! Brand new tank dual Venturi, control board sent. Leaking water and completely corroded wiring harness. Contractor called and stated the whole unit needs to be replaced and he was told we will send new wiring harness. Contractor explained that he didnt want to have to charge me 1500$ te require everything after I just paid 3000$ for the unit and install and was told they werent going to. ******* a** company!
  

  Navien

  Date: 06/09/2025

  Hi *****, I'm sorry to hear about your experience. I reviewed your file to get a better understanding of what's been going on. - On Jun 3rd, your contractor *** let us know that a previous contractor had been working on the unit and replaced a dual venturi and was still having a problem. This part was replaced without any involvement from Navien's Technical Support team or your warranty. We told him to replace the dual venturi and control board together, and sent the two parts out for free under warranty. - On June 5th *** said that he sees damage inside the unit, but could not locate a leak. We had him check the heat exchanger for leaks, but he didn't see anything. So at that point we just provided parts to repair the damages. - On June 7th *** called back and found a leak in the heat exchanger and requested a new unit. We explained it will depend on the damages, and to send in photos of the installation and any damaged components. I do not show the photos have been received yet. I feel we've done our best when given the opportunity to provide warranty coverage, but we rely on your contractor contacting us and reporting the information in order to provide an adequate resolution. In this case, the first issue was not called in, and the leak was not noticed until the last call. Please make sure your plumber gets those photos in to Navien's Technical Support team so we can evaluate your warranty claim for a new unit. ************ option 2, open 7 days a week.

• Review fromRob R

  Date: 05/24/2025

  1 star
  The worst customer service I have ever experienced. Representative could not speak good english. I needed to order a part but she wouldn't let me. She was rude and argumentative. The water heater was new and blew a plastic fitting the first time i put water to it. Don't buy this brand if you need a tankless water heater. At this point i cannot locate the part so i will be ripping it off and buying some other brand.
  

  Navien

  Date: 05/28/2025

  Dear ***, I'm sorry about the experience you had trying to order a part. Please know that Navien does not sell direct to the public, and all orders must go through an authorized distributor (***************************************************). We can only provide parts under warranty, but it does not seem this is a warranty related issue. If you have any additional questions, please contact our ************* team at ************ option 3.