I have been working with Noritz since 2007. I have installed a lot of units. As long as they are properly installed and maintained , those units are bulletproof. When you need tech support, they are there to help you. Free training avalable every month, customer service is top notch.
Had a Nortiz unit installed in my home in 2006. Descaled it yearly and had a Heat Treaters filter on the unit. First heat exchanger started leaking in 2011, replaced under warranty, just this week, right after my 10yr warranty expired the replace copper heat exchanger started leaking AGAIN. $1,300 quote to repair and would still not have a warranty.
Nortiz got replaced with a Navien Ultra High Efficiency unit with stainless steel heat exchanger #NPE-240S. 15yr warranty.
$500 rebates Fed and SoCal Gas.
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.
Horrible technical support, my Noritz EZ111 is 30 minutes old as I type this, my plumber just left and I took a celebratory shower. I went back to the garage to clean up after the installation, and discovered the sides of the unit had blown out / warped from heat generated by the unit.
Immediately I call my plumber, who doesn't pickup. Fine, I'll call Noritz to see if this is something serious, if I need to shut off the gas, if my family or house is in danger. NOPE. The WORST most RUDE customer service ever, I'm on hold 45 minutes, the guy refused to transfer me to his supervisor, made fun of me sarcastically repeating my question back to me, and began laughing before putting me on hold music for 20+ minutes. I'm not being transferred to anyone, he's just waiting for me to hang up.
Now I've paid $4000 to have this water heater purchased and installed, I was going to buy a second unit, but now I want to have it removed it immediately.
Part of the appeal from this Company was their claims of quality, customer support, and their strong warranty. I have never felt more disappointed in a Company or their customer service than I do right now, and I'm 30 minutes into what is supposed to be a 25 year ownership experience.
Everyone keeps saying how good these units are but we ve had nothing but PROBLEMS for the past 8 months since it got installed. Water temperature is inconsistent, now it doesn t work at all and they re refusing to cover it under warranty!
I should ve gone with NAVIENT !!
We had a Nortiz (NRC1111 I think) indoor tank less unit in our home in MA.. It was a rock star. Had 6yrs before we sold and worked every day. It was quiet and more than ample hot water!
On 1/4/20, my Noritz model N-0751M model stopped working with error code 11. Called tech support, after 10 min diagnostic, the gentleman wants me to buy a control circuit board, NR98. I drives 2 hours to their Fountain Valley office pick up the part, installed it, still does not work. Called on 1/6/20, this time the rep Sherry goes through the diagnosis again, asked to me to clean the ignition head, the system works. I changed with my our circuit board, it works. I asked Sherry to return the newly purchased board, she said it is not returnable. it is absurd.
Super annoying when calling to speak to tech support, the operator asks and NEEDS serial and model number and when transferring to tech you have to give everything all over again. They won't transfer with out it knowing you have to go through everything all over again. This is unnecessary and needless time wasted for both parties.
Update: I have found Jay Hassel is the Agent for Servic e of Process Update: the customer service is non-existent. I have sent 5 emails via their website in an effort to work with them. The heater I had installed has NEVER WORKED PROPERLY. For 4 years I have called them when I have 2 spare hours to do so. It s easier to take a cold shower than to spend the time to call these people.
Do not expect Noritz to honor a warranty! The heater is complex and ridiculous. They tell you to buy a water softener and to descale with vinegar (this takes 3 hours). Horrible! We are going back to old fashioned heater.
(First review) I only want a date when a Noritz Technician can visit my heater. After 4
Years of warmish water (never hot) we have given up. We want to replace the heater but Noritz does not allow us to go forward on replacing the unit because they must have their technician inspect it, but they will not schedule a person to come over. I will update if I ever get an appointment. In the meantime, warmish showers for the family.
Update: Noritz called and gave us an appointment for 3 days from now. I asked to speak to a manager and the person told me that she didn t know if Felicia was available . This is good! No other Noritz person would escalate.
Update: Technician Danny came and repaired the unit back to warmish . It failed completely the same night.
If you want a new water heater, I would not buy Noritz tankless.
#jayhassel, #noritzdoesnothonrowarranty, #noritzreply
On hold for more that 2 hrs and it says 0 callers ahead of you. Horrible customers service.
I am a service tech and will never recommend my customers. Takagi will be my first choice.
3.5 years and my heat exchanger is leaking. Maintenance regiments alone were not enough to get this type of a heater to the life expectancy of a traditional water heater. I love the space saving aspects and the endless hot water, but I can't recommend this product. I've been through a lot with the heater, rebuilding it with Noritz provided warranty parts, and to be fair they invest some time in customer support, but it's been a big investment (WASTE) of my time and money.
Don t waste your money with this company. First they say it s under warranty then they say you have to put a softener then you have to flush every year not every year and half. When you call them they keep transferring you one to another. When you look at their review it looks like their own employees putting good reviews.
Don t waste your money with this company, very bad people working there. Stay away from these terrible people
We have two Nortiz tankless water heaters. One is 8 years old (vents vertically) and has been great. The second one (vents horizontally) is two years old and has been nothing but trouble. The problems started when it was brand new and the service tech had to come out and 'adjust' it. It shuts off for no reason and when we called Noritz and go through the codes they say it's performing normally. I would never buy a new Noritiz as the technology just isn't up to the claims they make on their newest tankless systems.
Customer service are rude and the heaters are garbage! I installed a customer provided heater for a client and it s been giving us problems from day 1. I spoke with Eric a customer service rep and he was extremely rude and insist that the water heater is working properly and it is not. Do yourself a favor and stay away from this heater!
I find it completely unacceptable to pay for an expensive tankless water heater for a new construction, to have it fail upon testing prior to even moving in, and to be stuck with a bill for $240 because Noritz will only refund $120 of the $360 we were billed. If this is the best warranty in the industry, I'd hate to see the worst! I could completely understand if we had moved in and had been using the heater, but again, this was upon initial testing the first time the heater was turned on. It is completely at Noritz's discretion how much is reimbursed, and the process is completely subjective. This is completely unfair to homeowners and will certainly be remember in the event we make purchases in the future. Before buying from them, keep this in mind. This is very poor customer service in my opinion!
Bought a Noritz tankless water heater 2 years ago. It started dumping water and acting up right away. They sent me a part for it that I replaced and that solved the problem for about 6 months. Recently, it started doing the same thing and they (Valorie) told me I needed to call out their "certified" plumber, which I did at a price of $120/hr. The tankless is still under warranty, but they won't cover their own plumber costs. The plumber arrived and knew absolutely nothing about Noritz water heaters-literally nothing. He and I discussed how he could be "Noritz certified" and know nothing and it was just a big scam for the plumbing company to make money, not to actually fix anything. So I paid the plumber $120 to sit on the phone on hold with Noritz customer service for 1 hour until I sent them away. The plumber did absolutely nothing. I emailed Noritz customer service (Valerie again) and explained the problem and they said they would get back to me. That was a month ago and I haven't heard a peep from them. I guess that's how they run their business. DO NOT BUY A NORITZ tankless heater. They are junk and Noritz does not stand behind their product as evidenced by my experience.
Excellent service. Great product. Best/Top in the world.
Thank you Sam Barba . Great technical support . He represents the Noritz company well. So nice to work with such a knowledgeable Rep.
Have had a Noritz for almost five years. It has worked flawlessly in that time. Descaled it once a year. My plumber (Artisan) put in easy controls to turn on and off and reroute the hoses. It is their smallest one, mounted outside and vents directly from unit. Runs on natural gas.
The only complaint I had is you must purchase a wired remote for it to change temps. The literature never stated that. Add $80.
I originally wanted it to run on solar but even off it pulls five watts, about 35 watts at full heat. There is no control to turn on and off power except by using a hall effect sensor in the water inlet.
I LOVE MY WORK PLACE. WE HAVE A GOOD WORK TEAM AND MANAGEMENT!!
I'm lead service tech in one of the leading companies in chicagoland Illinois. Frequently need to call in to get manifold gas pressure values ( a call which needs about 1minute of actual phone time )
Currently on the line to tech support for 27minutes being assure by automated message that my call is very important to them.
As the product unit are great. Or I should say they used to be great till Noritz started chasing after Navien their competitor.
At least Navien tech support could be reached within 3minutes EVERY TIME !
Noritz think about that.
If you have questions call Paragon mechanical Arlington heights IL and ask to talk with Chris.
You have us in data base.
Place was rad people seem like they enjoyed working there and were helpful
I have been on hold at customer service for over an hour! What the real F?!
Buy all day long......... recommend a tankless to everyone!!!!
I've read some complaint about how long the phone wait time is and etc. I live 15 miles from them and wanted to come see the show room but they couldn't give me a definite answer so transfer me to a different department. I just need to know if I can come see the units on display but was put on hold for over 20 minutes so I gave up. I can only imagine what it would be like if I had an issue that needs to be resolved how long that would take if it takes over 20 minutes of hold time to answer if I can come see the showroom. UNBELIEVABLE.
I was super impressed with the knowledge all the people at Noritz have. I had several questions about the tankless water heaters and they were able to get me all the information I needed. I have to say having a tankless Water heater is the best investment especially if you have kids that love to take hot showers for a really long time :) I have had no issues!! Thanks Noritz :)
HORRIBLE!!! NEVER will I deal With these people AGAIN!! a bunch of liar's !
Customer service for their contractors put them in a league of there own
So far, absolutely infuriating. Unwilling to assist any homeowner who has their product with any issues that arise regardless of warranty standing. They never guarantee operation regardless of how much money you pool into fixing their unreliable product. I had a heater break down and hired a technician to come, he replaced a lot of parts, said that it might work it might not, and left. Then he called back saying that we might have to clean the it and offered a charge which we went right ahead and refused. He called again later on saying that he would do it for a cheaper charge but it was still too expensive, making the repair cost for this dysfunctional unit closer to a grand. I'm still trying to settle the matter with Noritz. Absolutely infuriating. Their customer service is rotten, the only thing going for them is that they actually have a customer service.
I called these people 4:30PM Pacific standard time Listen to how important my phone call was for 29 minutes , I am a Plumbing contractor in Southern California I have pushed these water heater since the day they started selling water heaters in California, This Phone service is one of the worst I've ever experienced from a manufactures answer the phone Or at least Give a realistic time and if Someone is actually Going to answer the phone. Come up with a better solution than telling us how important our time is.
Our tankless hot water tank was installed less than 2 years ago and we have had multiple problems. I will never purchase another Noritz product or recommend them.
noritz.com
