Reviews

Review Details

• Review fromMichael P

  Date: 06/18/2025

  1 star
  I received an exorbitant bill (over $2700) for the regular maintenance and diagnostics of a boiler system issue. It took the technicians several visits to diagnose the problem which they blamed on the manufacturer (Navien). I dont believe the technicians had appropriate expertise with these systems and therefore charged an inflated amount due to their lack of knowledge. After talking with Navien directly, the labor coat should have been 2-3 hours to diagnose the issue per their standards. The repair estimate was over $10,000 with a warranty part supplied by the manufacturer. I choose another service provider who repaired the issues at a fraction of the cost.

  Shay Mechanical

  Date: 06/19/2025

  To whom it may concern:We are addressing Mr. ******** complaint about the service at his mothers property. The Navien system requires maintenance by a Navien-certified technician to keep the warranty valid. Per Navien, the technician diagnoses the issue, contacts Navien tech support for confirmation and instructions, then fixes the system once authorized. This process takes time and may need multiple visits over 2-3 days. Attached is Navien's email detailing their instructions and repair guidelines for this specific system.Below we have outlined our visits, charges and work performed. First visit 11/19/2024 Labor and Materials $875.00 Performed a flush/cleaning on Navien heat exchangers. Checked and cleaned all screens/filters. Noticed inlet screen filters were bad, ordered new one. Shutoff on hot side of boiler leaking. Will need to replace with new flush kit. Also found gas smell coming from vent collar exhaust on top of ****** unit. Will need to be replaced with a new vent gasket collar.Second visit 11/21/24 Labor and Materials $1096.00 Replaced exhaust gasket. They fired both units up, purged air out of all radiators in the house. It had to replace one radiator air valve; it was seized up. Ensured that units were starting to warm up house for the winter months. Checked to make recirculation pumps were working properly. Replaced both inlet screen filters on units from prior inspection on first visit. While firing a gas pressure test on unit while firing, pressures looked good. Still getting strong Carbon/gas smell from top of unit. Called Navien tech hotline, they need proof via picture of gas detection with a Carbon Monoxide reader to verify what and where leak is coming from.Third visit 12/2/24 Labor and Materials $1323.00 Had to purge air out of unit again. Used a CO detection reader was getting ***** ppm on top of unit around exhaust. Re-worked exhaust piping to get correct fall in pipe, now getting bad gas smell. Used gas leak detector found the heat exchanger to be leaking at the seam in the top right corner and around the inspection sight glass. Contacted Navien tech support and even though unit was installed incorrectly they are willing to warranty the heat exchanger as long as it is re-piped correctly. Estimate will follow for reworking the piping and replacing heat exchanger. Also, for replacement of entire ********** visit 12/4/24 took pictures of exterior of home as requested by Navien no charge. We provided repair and replacement estimates for the homeowner and awaited their decision. On 2/20/25, we received an email from the Pethans stating they will not proceed with our options. Instead, the original installer will handle the repairs who is not advertised as a Navien certified technician. In conclusion the incorrect installation led to the issues that they refused to have repaired by Navien certified technicians as recommended by Navien. Throughout this process, we communicated with both homeowners sons **** and ******* ******. The original charge was $3294.00, but our owners gave a $548.00 discount, making the amount due $2746.00 which was paid by the homeowner.