jana hester

Review of Noritz America

We recieved our tankless water heater a couple day...

We recieved our tankless water heater a couple days ago, installed over the weekend. To our dismay no REQUIRED remote comes with the unit.
It's listed as OPTIONAL on all paperwork, online etc. We didn't think it was needed other than to adjust the temperature above 120, so we didn't order the "optional remote".
Got the unit installed---no hot water. Indeed the "optional" remote is actually REQUIRED. We are on our second day of no hot water, remote hopefully arriving tomorrow.
Why is this NOT stated? Why is this remote listed as optional and sold separately? I know it is a bottom line thing, but you need to include it with purchase of the unit. We saved three months of mortgage payments to change out our old water heater and go with YOUR BRAND based on great reviews.
Now our family has no hot water, running pots of water to the bathtub for an inch of warm water to use to bathe. Neither of us can work without hot water, we've lost two days of work each.
Cannot sanitize dishes, use the dishwasher, run the laundry etc.
I cannot tell you how disappointed, angry, DISAPPOINTED and outraged we are with this purchase. Called this morning to confirm the remote was NEEDED and asked why that was not stated clearly anywhere. The man who answered the phone had no answer.
What a disappointment this has been, another day lost of work for us tomorrow as well.
I hope this makes you all feel great, it's deceptive, I hope not purposefully. But you have upset our lives greatly for the better part of this week, we have lost income--that we spent on buying your product.
What terrible customer service, sneaky tactics and lack of respect for the general public. This is our first tankless water heater and we chose YOUR brand above the other choices. Clearly all the reading and research, reading the entire manual online before making the decision and purchase still left us without the needed parts.
We are in awe, disappointed and saddened by this entire experience.
Please consider removing your non optional remote choice when allowing customers to purchase your product. They should be informed and provided with all needed equipment to have a functional unit.