Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We planned to upgrade our tank water heater to a tankless one, and selected Rinnai as our target brand due to trust. On January 17, ****, we contacted Rinnais customer service from their official website (www.rinnai.us). The customer service representative recommended their cooperated service providers (dealers). Then, we reached out to and finally signed a project with Acute Plumbing to purchase and install a Rinnai RU180iN tankless water heater (Serial No: *************. However, the water heater was not able to supply hot water consistently from day one of installation and was a subpar product. Later, the plumber from Acute Plumbing came to our premise twice to repair, but with no results. It is not to our expectation that a brand-new water heater does not work properly from day one of use. So we requested a return. But Rinnais customer service said they did not sell directly to customers, and for any returns, it must go back to the seller.We believe the manufacturer has the responsibility to solve our problem. First of all, we initially contacted Rinnai to purchase their unit, and was recommended to their cooperated service provider and dealer for the purchase. Second, the water heater that is malfunctioning is manufactured by Rinnai.It has been a few days and Rinnai has ignored our problem at all. We hope that Rinnai can take their responsibility and solve our problem.Appreciate the help!

  Business Response

  Date: 02/06/2024

  Hello, we have been in contact with the homeowner and Service Provider re: issues with venting at the location which can be causing these issues.  Thank you for contacting Rinnai; we are addressing.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21233399
  
  I am rejecting this response because: Rinnai should include their actual solution as their response here. We do not expect Rinnai's negotiation via phone offline who continued to claim there isn't an issue with their water heater. Our problem is not solved at all by now.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/06/2024

  We have verified multiple issues related to the install of the water heater that a new unit will not address. This needs to be resolved between the consumer and their service provider and not the manufacturer which has been explained to consumer clearly. Thank you. 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21233399
  
  I am rejecting this response because:

  Unfortunately, the manufacturer has chosen to evade responsibility again. Rinnai initially blamed on gas pressure issues, then it blamed on venting issues. Now it has verified multiple issues related to installation simply based on pictures. The picture was originally requested from us by Rinnai, supposedly used to contact the service provider, but later used here to evade their responsibility (email screenshot attached). It is simply absurd that no one has ever inspected the unit before passing on their responsibilities. We dont accept this answer. Moreover, the certified plumber refused to acknowledge installation issues. The plumber admitted in person that the unit has quality issues, evidenced in our video (that can be submitted if requested by BBB). Now the manufacturer and the service provider are pointing fingers at each other and avoiding their responsibilities, which is completely unacceptable.
  
  Another point to make clear is that the service provider was recommended to us by Rinnai. No matter what the issue is, a manufacturer is not supposed to make things difficult for consumers! A customer spends money to buy a usable product, not a malfunctioning one. However, our water heater has not been able to function normally from the first day of installation.
  
  As an ordinary customer, we dont understand technical issues in installation as you mentioned. We are not supposed to be concerned about these technical issues. Our assessment is simply based on whether the unit is functioning normally. Unfortunately, this is a malfunctioning unit.
  
  We chose your water heater out of trust in your brand. However, now we have completely lost trust because of product quality and the way your company solves problems. Therefore, we reject this response. We will no longer accept offline communication with Rinnai because Rinnai has no sincerity in resolving this problem. We look forward to recommendations from BBB.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a gas Rinnai water heater on 12-29-23 for our vacation home at ***************************************************. The water was turned off and drained and the gas water heater was turned off to prevent freezing of water in the house while not occupied. Upon our return on January 31 water was turned on and when i went to to turn on the gas water heater it was already spraying water. Turned water back off and called for service. The service man called Rinnai and was told that the warranty did not cover an ACT OF GOD and they could not cover that. This was a replacement for one that was 16 years old and we had always turned off the same way and for 16 years there was no act of God. There is no bypass for the heater therefore we have no cold water either. The price for this was$5,337.50 and we were told to file it on our home insurance. I looked at reviews and someone else had the same problem when the temperature changes and they would not honor warranty. I would like to get my money back, because. If the unit is replaced i feel it would happen again when the weather changes!

  Business Response

  Date: 02/06/2024

  We have worked with this homeowner to resolve issues with a service provider in their area.  Thank you for contacting Rinnai.

  Customer Answer

  Date: 02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will not issue a return authorization.

  Business Response

  Date: 01/12/2024

  Thank you for reaching out - we (Rinnai) will coordinate a solution between this customer and ******.  We have a message out to the customer to get some additional information and will support to resolution.  

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rinnai Serial No. ********** My home was new construction in 2018/2019 and my family moved into the home as the first occupants in May 2020. We have had continued boiler issues that were not covered by warranty and led to no heat/hot water.Most recently, beginning in November 2023, the boiler exhaust was making a loud explosion sound. On 11/29/23, the Rinnai licensed local technicians, diagnosed the unit as needing a new gas valve and pcb board with a cost of $2,000 and the need to leave the unit off for safety. The parts finally arrived on 12/4 (5 days without heat/hot water) and were installed but the boiler produced an error code which led to the diagnosis that a wiring harness needed to be replaced, with a cost of the part being $550. The wiring harness arrived and was installed on 12/7/23, but the unit still would not turn on and the technician noticed open flame coming out of the heat exchanger. Rinnai telephone support wanted to then change the gasket for the heat exchanger. At that point I had been out of my house for 8 days with no indication the next round of proposed fixes would get the unit running. Throughout this experience Rinnai support showed no urgency, nor offer to overnight the required parts to expedite repairs. The internal temperature in my house had reached 40 degrees. I opted to have the less than 5 year old unit replaced, incurring the full cost of a new boiler. In 2022, I had to replace a control enclosure and components on the unit at a cost of $511.64 on 9/8/22 after waiting for the required parts since 8/1/22. On 10/27/22 the 3-way valve was replaced at a cost of $665.00 after waiting for the required parts since 10/12/22. All invoices for required repairs in the last 2 years are attached. Since my unit was unreliable and proposed repairs continued to be unsuccessful, I was forced to replace the unit. I am requesting that Rinnai fully reimburse me for the parts purchased in 2023 and in good faith, 2022 as well.

  Business Response

  Date: 12/21/2023

  Rinnai will contact the submitter to discuss and address recent parts and labor expenses.  Unfortunately, the Rinnai appliance has already been removed from service and can no longer be diagnosed or repaired.

  Customer Answer

  Date: 12/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business responded promptly and made a fair offer to compensate me for expenses I incurred for my failed unit.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Even after sending the below information to Rinnai ***************** they will not stand by their product - it is defective and must be replaced. Background - Home was built in 2006 - plumbing contractor installed Takagi Insta Hot water heater with recirculating pump at that time. Home had hot water throughout the home without any delay - Pump was on a mechanical timer set from 6am to 7PM - this worked perfectly for 17 years - the main reason we had a need for Insta-hot was our disabled daughter who required a very thorough cleaning every morning and with her neurological conditions she could not sit on the toilet for a long period of time waiting for hot water - her whole body would shake aggressively - a seizure - so hot water was needed as soon as she sat down - insta hot was our only working solution - and we had to replace the Takagi once during that 17 year period. Propane bill was very reasonable - the only other devices on Propane was our outdoor grill and Kitchen stove top. Ran about ***** gallons of propane each month without fail. For 17 years we had what was needed without any issues.June 2023 - ****** needed to be replaced again - worked with *********** ( ************ - ************ ) he installed the new Rinnai with the same 199 rating - RE199EP - It utilized the same recirculating pump and timer settings - we thought everything was back to normal - but Propane usage jumped to over 85 gallons in one month - that put a huge financial burden that was not sustainable - we contacted ************ who tried to work with Rinnai Tech Support and the only way to get the propane usage down was to turn off the recirculating pump. We lost our insta hot solution and it became unacceptable because of our daughter's daily requirement - by the time hot water was available she was not able to be taken care of - it would lead to seizures. Aug - Nov 2023 - worked with Rinnai to find a solution - why could the Takagi manage to provide insta-hot and the Rinnai could not? - looking for expert help to come up with a working solution. Was told that because Rinnai never tested the pump we had ( Same exact manufacturer with Rinnai stated limits of ************** ) we were told to use the Rinnai tested GTK03U with controller MC195 - so we invested again and purchased the required products - in Oct 2023 we had them installed - controller set from 6AM-11AM and 4PM-7PM - but the very next morning we tested it and still had to wait an unacceptable time to get hot water - it was not working - waited another day and again no hot water when needed.Nov 28 2023 - contacted a Rinnai certified plumber - ************ ************** ) Lic # CFC ******* - He reviewed existing configuration - contacted Rinnai Tech Support - came into the home - tested and retested and could not determine why Rinnai was not operating properly - he stated he would contact Rinnai and recommend they send out a Rinnai tech to figure out why the new Rinnai would not function. At this point we have invested many thousands of dollars in equipment and labor, and we still do not have a working solution - we must replace this defective unit - it is brand new - registered with Rinnai - and under warranty - please contact us very soon to resolve this issue - we expect Rinnai to provide a working solution at no additional cost - we look forward to hearing from you.Sincerely ****** and ******************* *************************************************** ************ Home ************ Mobile

  Business Response

  Date: 12/08/2023

  We have contacted this customer to resolve and will work with them on parts and fee issues.  Thank you for contacting Rinnai.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A 4 year old Rinnai high efficiency tankless water heater (model RU199eN) suddenly stopped working. Had a prominent plumbing company tankless specialist out who diagnosed the problem which was a faulty gas valve assembly (error code 15). He called Rinnai to order the part and was put on indefinite hold to no avail. I called - 45 minute hold - got ahold of someone finally & explained the problem. Rinnai wouldn't do anything to help. They would not send me the part, would not send the plumbing company the part. Said the plumbing company has to call Rinnai and Rinnai has to send THEIR trained plumbers to ********** replacement from Rinnai. ZERO help. 2 days w/o hot water. The plumbing company said as of a year ago, they no longer recommend Rinnai because they are UNRELIABLE products. I have NO idea when I will have hot water again.

  Business Response

  Date: 11/21/2023

  We have reached out to this home owner & the service provider to confirm parts and labor coverage.  Our supervisor, ******** has left voicemails to move this along.  Thank you for reaching out to Rinnai

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20897510
  
  I am rejecting this response because: I called ******** back (Rinnai Team Lead) within 2 hours of her call. I spoke to her on the phone and she indeed said Rinnai would fix this. That was 6 days ago and I'm still sitting here with no hot water and no plan to fix this problem. Can't run the dishwasher, can't wash clothes (only the ones that need a cold water wash), and have been going to the gym to shower. I called her this morning and left a message - that was about 4 hours ago and no response yet (no call, no email response). 

  Yes - it was Thanksgiving last week and I know many people have a 4 day weekend. This problem upended my Thanksgiving plans and caused a lot of scrambling last week - but fair enough, everyone should enjoy the holiday. Now it's "back in the saddle" for everyone. This problem is now 10 days old and ticking.....
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/28/2023

  We have contacted the customer and helped coordinate a time for a Service Provider to be on location.

  Customer Answer

  Date: 12/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  A big shout-out to ******** at Rinnai who got things moving!! In the end she took care of everything - fully paid. Now I have glorious HOT WATER! And, I am horrified at the price gouging from plumbers in my area (********). Ridiculous charges and somehow it takes TWO MEN to do a one person job.... Plumbers are charging $700-850/hr to do a rote task. You want your tankless flushed? That'll be $848, please. And, yes, they actually quoted me that price. Yeah, NO, "Discount Plumbing"....
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/20/2020, I brought a Rinnai Tankless Water Heater, RUR 199i (REU-NP2327FF-US, Model# MD-BA-******. I had Sharp Plumbing, LIC:1164495P, T# ************ to install the water heater for $3768.18. On 07/20/2021 the heater exchanger busted in my garage flooding the whole garage. I called Sharp Plumbing to come back out to see what happen. ***** took the water heater out and returned it to the purchaser, ********, LIC: ******. The heater exchanger was replaced. On 07/31/2021 the heater exchanger busted again flooding the garage again. ***** did another part replacement/temporary fix. On going problem with water heater exchanger leaking still to date. Sharp Plumbing and I have contacted Rinnai with no resolution to date.Last conversation on 08/15/2023 I had with Rinnai, was to have the expert plumber to inspect the water heater exchanger. I had their recommended plumber Power Pro Plumbing, LIC: ****** come that day. I had to pay $89 for him to tell me Rinnai would not replace the heater exchanger water heater, if I wanted to buy the replacement part or another water heater, he could install it for outright crazy price. Rinnai refuse to give another me another replacement heater exchanger.Rinnai asked me for a water quality report, indicating they needed to know what my water hardness percentage was. I sent the water report for my city to their rep. and was told the hardness in the water too high for the heater exchanger. I would need to pay for a water quality report at my resident to see what the water hardness would be. I asked about honoring warranty, and I had no knowledge of how the quality of the water should be before buying their product. I was told until they see another water quality report, they would not honor the warranty. Please make sense out of this for me. I thought buying a warranty and insurance means the purchaser is protected, Enclosed are documents to hopefully help get a resolution to my nightmare. Thank you!

  Business Response

  Date: 09/08/2023

  We will address this directly with the customer - thank you

   

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having an issue with my Rinnai combination boiler off and on and have been able to get working off and on in the recent past. Recently I have gotten a code and had some questions regarding its components and called to speak with the company. They said the tech support wont even talk to anyone besides licensed PRO dealers and installers. I understand wanting to protect their installer and techs and all of that but in the world we presently live in post Covid it is impossible to find someone to reach back out(trust me I have tried). Is an entire household just supposed to wait for days and days to even so much as hear back from somebody or could a company just realize the struggle of today and step up to the plate and help a willing and able person who purchased their product and thought it was a good choice?

  Business Response

  Date: 08/09/2023

  We will have someone from our consumer support reach out to this customer.  
  Please keep in mind that working on electrical and gas equipment should be done by a licensed professional for the protection of the homeowner.
  Anything that requires extensive repair/support can be referred to a PRO in the area.  

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im using Rinnai water heater, my house was built on 2018, the water heater still under warranty, and now is leaking again! I call them ask for repairing service but they request me to do the water test or will not give the parts!? The same leaking problem happened last year! They refuse to provide repair service even my water heater still under warranty! And now they request me to do water test, and the test result must match what they request or no more repair service! I do have the whole house water system ! Why I need to spend over $100 and not 100% sure they will provide service to me ? And I have no idea who I can looking for to do the test! They try to let the water take the blame. My neighbor doesnt have the whole house water system but her Rinnai water heater never has any issues so far !

  Business Response

  Date: 08/09/2023

  We are in the process of resolving this issue with the home owner.  Thank you! 

  Customer Answer

  Date: 08/09/2023

  Please help let  them contact me by email , I afraid will miss the call . 
  My email: *******************

   

  Thank you so much. 

  Business Response

  Date: 08/24/2023

  This has been resolved

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20419531
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************

  Business Response

  Date: 09/08/2023

  Once this customer confirms that the water quality issues have been addressed we can replace an additional heat exchanger.  thank you

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20419531
  
  I am rejecting this response because:
  I already fixed it by myself! My water has no is***! And you need to respond my repair fee and test fee! Because this is your product quality is***!  Contact me on ******************* , if no response I will field a case *** you . 
  Sincerely,
  
  *************

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/3/2020 purchased Rinnai high efficiency boiler #****SN with new circulators. The plumber repiped boiler and venting. After working for two months, there was a buzzing sound from the unit and it shut off. The code was E430. This has happened numerous times in the last three years. I have had pipes flushed, new pipes put in, replacement of the filter, replacement of the circulator, and replacement of the attached water pump. The technicians that Rinnai have recommended refused to come to my house, because, "You live to far", "You are not a customer." Since April 29, 2023 The plumber who installed the unit claims he is coming to my house with a Rinnai technician, but has not contacted me. He only replies to my emails by stating he is working on it.I am 83 years old and live alone in *******. ****** will be here soon and this problem is not resolved.

  Customer Answer

  Date: 08/02/2023

  I also contacted Rinnai and they realize there has been a problem.  They will send a technician with the new parts to resolve the issue.
  When a person purchases a boiler and is having problems 2-3 months after purchase and continues to have the same problem with their purchase I would think the BBB would contact the company to find out what the issue is so other consumers would be aware of the problem.

  Business Response

  Date: 08/09/2023

  We are working on this and will contact the customer / service provider directly.

  Customer Answer

  Date: 08/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************