How can I say this…DON’T USE THIS COMPANY!!! I bought a tankless water heater from them because I have 6 children 4 of which are in middle school or high school and hot water in the shower is at a premium. It worked for about a year and a half and then the problems started. Just outside their labor warranty period…HHHMMMM!
This unit new and installed is about $5000.00. I got it through a WTAM auction for cheaper but it is still super expensive. One day it just stopped producing heat. I called them and they sent a service rep out. He stayed for about an hour and a half and charged me over $100 to tell me that he couldn’t figure it out. He said that he doesn’t really work on these systems much and would send someone else out. This rep said the the heat exchanger needed to be replaced and wanted to charge me another $100 for the call.
I advised him that I would not be paying for this call as the first guy couldn’t get it figured out. This was in August, right before school starts. He said that they would have to call Navien to see if they could get the part warrantied. FOUR months later I called them in December after hearing NOTHING! They said that Navien would warranty the part and that they would have to come out and replace it which would take 3-5 hours.
I would be responsible for the labor….WOW…are you kidding me? I have 6 children, it’s been 4 months with no contact and you want to charge me labor of $300-$500 to warranty a part!! I asked to speak with the owner Sal, after several days, he called me at a ridiculous time and left a message on my cell phone saying that he would not make any exceptions and that I would have to pay for the labor. It’s been a year now and I have not had the use of this hot water heater.
I called another company to come and give me a second opinion. They also said that the heat exchanger needed to be replaced. However, they also said that whoever installed it cut serious corners and installed 2 inch vent instead of the manufactures recommended 3 inch vent and the vented it close to a door and a window which against code…WOW!! I called them to give them one more shot at making it right. One of the reps felt that they should waive the labor and get it done for me but after checking with the owner, Sal, he would not budge on me paying for the labor.
I called Navien and explained to them about the warranted part asking them to send it to the other company. They advised me that Sal’s never sent it back to them. They said it was my part and I could get it from Sal’s. I asked Sal’s when I could pick up the part. They said that they had it and were never charged by Navien for it nor were they billed for any shipping. They said that the owner, Sal, would not release it to me. ARE YOU KIDDING ME, IT’S MY PART!!! DO NOT GO HERE. I will be calling the CAVS and WTAM and sharing my experience with them as well as anyone else that they advertise with.