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Average of 79 Customer Reviews
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Review fromBruice P
Date: 12/06/2023
1 starHorrible customer service!! Waited over an hour on phone for tech support only to be told we don't talk to home owners only service technicians!!!
Navien
Date: 12/20/2023
******, I'm so sorry about that. While it's true that our Technical Support team is a dedicated team for licensed ******************, you never should have been put in the queue to speak to a technician. We've been training some new dispatchers and I know some homeowner calls squeaked through, but we've addressed this with them and they know how to better handle calls like this now. Again, I'm sorry you were put in a queue that you was not useful.Review fromFisher J
Date: 12/04/2023
1 starI dont know that I could imagine a worse experience im a plumber and work on navians. You couldnt pay me to put this in my house company is a sham and the service is the possibly the worst Ive ever received. Stick with a tank!Navien
Date: 12/20/2023
******,I'm really sorry to hear this. Can you tell me more?Review fromJames M
Date: 11/22/2023
1 starTerrible product. The boiler ignition goes bad at least two times per year. The technician says Navien says it must be replaced every 2 years, but I don't recall that being part of normal maintenance when I bought the system in 2021. I think they changed their maintenance requirements after it was installed. My plumber has a record of the number of times replaced since installation. Can't have my furnace breaking down multiple times each winter. I have received regular annual maintenance by a Navien approved plumbing outfit. And the it breaks down two months after such maintenance.Navien
Date: 11/27/2023
Dear ****************,Thank you for your feedback. I'm sorry to hear this part keeps being a problem for you. It is not typical for that part to need replacing every 2 years. While it can happen, it is not common. It's possible something else is going on here. I would suggest having your plumber do some troubleshooting with our Technical Support team to see if there's anything causing this. We don't want this to keep happening to you either. I don't show your plumber has called in the most recent issue, so during that call might be a good time to do troubleshooting. RE: SN 7970N20X2281213Review fromLaurie C
Date: 11/20/2023
1 starWe had a Navien combi-boiler installed in June or July of 2023. It's now November. It hasn't worked correctly since it was installed. We have had a multitude of problems including unstable pressures, cold water in the middle of a shower, horrible grinding noises and inability to run hot water while the unit is in space heating mode. Our installer and repair people refuse to call tech support, because their experience is that they are of no help. Tech support will not talk to homeowners, only licensed plumbers, HVAC, etc. While I understand that these are high tech units that can only be serviced by licensed people, when licensed professionals don't want to deal with tech support there is a problem with company culture that needs to be addressed. While I am happy to see all of the company responses on this site, I'd prefer to see the time spent getting our unit fixed.Navien
Date: 11/27/2023
Dear **************, thank you for your feedback. While all repair authorizations must be given to licensed professionals only, we do have another option available for the seasoned plumber who doesn't need our help troubleshooting the issue. There's an online form they can fill out to request most common parts inside the unit. Your plumber just needs to call ************* ************* option 3) or Technical Support (option 2) in order to request the link. But if they don't know what parts they need, they will need to work with our Technical Support team to get that figured out first.Review fromOscar M
Date: 11/10/2023
1 starWhat a nightmare!!! After six months doesnt work most of the days which was not too bad in the summer but now is ridiculous , cant get any support even the plumber had to wait two hours for technical supportNavien
Date: 11/14/2023
Hi *****, thank you for your feedback. I'm sorry to hear about this problem. But I show the next day we did make contact with the sales rep helping your plumber out with this, and we had them fix a setting that wasn't done during installation, and at the time, that seemed to resolve the problem. If the issue is still occurring, please have your plumber call Technical Support at ************ option 2 and request a callback so we can review this further.Review fromAnthony Z
Date: 11/03/2023
1 starFor the love of God get any other brand other than Navien. They have the absolute WORST customer service I've ever seen. Basically they will only speak to contractors meaning I have to pay a contractor to come over just to call them to diagnosis the issue. Their "support" staff is extremely rude and condescending to boot.Navien
Date: 11/14/2023
Hi *******, thank you for your feedback. I'm sorry to hear about your experience. These are complicated pieces of machinery that use gas and power, which means they require a trained hand for your safety and the safety of those in your home. Only a licensed professional can work on these types of units.Review fromThomas I
Date: 11/01/2023
1 starWhen your navien breaks down, and it will, expect no help from their tech service, they are terrible, to put it mildly.Navien
Date: 11/14/2023
Hi ******, I'm really sorry to hear about your experience. Our Technical Support line is a dedicated line for licensed professionals only. Since these are Category IV gas appliances, they can only be worked on by a professional. It is not safe for us to do troubleshooting with you. But if you have a plumber call, we would be more than happy to help.Review fromDiane F
Date: 10/31/2023
1 starI am on my 2ND NAVIEN COMBI BOILER (this one is an NCB 240) replaced in LESS THAN 3 years and the tech is here AGAIN about 1.5 yrs later trying to figure out why I DON'T HAVE HEAT with virtually NO HELP from Navien Customer Service...he was nice enough, but they used to be better. Note, our house is only ***** sq ft, so well within the scope of both units. Navien reluctantly authorized the replacement of my 1st very troublesome boiler last year in February under warranty, but I was stuck with the LABOR COST OF NEARLY $2,000!!! At the time I was told that there were a lot of issues with the unit I had. When I asked if the replacement unit would be any better they said yes. I then asked if the warranty would renew...to this he said no, once my current warranty expired (in approx 3 months) I'd be on my own. Based on this vote of confidence, I seriously considered selling the Navien boiler and buying a Bosch or Viessmann, but I had a trip planned and couldn't get it sorted out in time especially with it being the dead of winter. As it was, I had to leave my water dripping to make sure the pipes didn't freeze and use space heaters throughout our home. ******, here I am about to shell out who knows how much money for a tech to try and figure out what went wrong this time! Navien's business practices are absolutely shameful, and I just want to do my part to make this known. I wish I had done my own research and not trusted the guy who recommended it. In hindsight, he may have been looking forward to all of the service calls (4 with the 1st one and going on 3 for this one). If you are researching your options, please, please keep looking!Navien
Date: 11/01/2023
Hi *****, I'm sorry to hear that. I pulled up your file and I see the original unit, but I don't see the replacement unit registered yet. Can you please provide that serial number so I can look up your file?Review fromGEORGE R
Date: 10/28/2023
1 starMy Navien NG 240A is a peace of junk! my elevation is **** ft and I am on propane. I had to call out a plumbing *** because I am not a licensed plumber, Navien teck support refused to help me.. ***************. said that they knew how to work on Navien tankless water heaters. I knew more about my tankless then the plumber did. Consumers must be aware that you do not save a dime on these tankless systems, If you need to call out a pumping *** for repair or maintaining these systems. My Navien is now 3 years old and I am going back to a maintenance free water heater. $4,300.00 down the drain, plumbing companies are ripping owners off, many are charging over $300.00 just to show up! Telling as many people as possible to never purchase a Navien product, absolute junk!!!Navien
Date: 11/01/2023
Hi **********************, thank you for your feedback. I'm sorry to hear about your experience. It's true that owning a tankless is much different than owning a tank unit. I compare it to owning a bicycle vs. a motorcycle. Our units are Category 4 Gas Appliances and can only be worked on by a licensed service provider for safety reasons. And they require annual maintenance to keep them running smoothly. But of course there are a lot of advantages to tankless as well, including endless hot water and energy efficiency. I show we sent some parts out under warranty in September. Did those parts get installed? Dis anything change? I understand if tankless isn't for you. But if you decide to pursue the unit further, our Technical Support team is here to help your service provider if they call. SN 7414c2011072317Review fromBrad T
Date: 10/11/2023
1 starPurchased a combi boiler NCB-240 in 2014. I have had nothing but issues with it every year. Replaced two DHW heat exchangers, 3 way switch and other parts to keep it running. Was left with no heat or hot water on some very cold winter days in ***********. We have had maintenance performed every year. This year during maintenance they detected ** and condemned the system. They said the system is no longer worth servicing and is only 9 years old. Huge disappointment. Would never touch another Navien product!!Navien
Date: 10/24/2023
Dear ************************,While I understand your frustration, you failed to mention that we voided your warranty 3 years ago due to extremely poor water quality. Your hardness was over 3 x what the *** recommends. 12 grains/gallon is the maximum, and your water came back as *********/gallon. No amount of maintenance is going to combat this, and it's most likely why your unit is suffering such a catastrophic failure now. Your warranty is only meant to cover manufacturing defects. It specifically excludes issues from poor water quality. Please contact us if you have any questions. Thank you,Navien ************* Team
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