Review Time
I am self employed and also HVAC installer. I don’t usually deal with Rinnai water heater but as you all know even if you troubleshoot the problem yourself I like to verify it with tech support. The guy I talked to thinks he invented world and tried to be smart with me just to get rid of me because it was Sunday and he had lot of calls. Very unprofessional and rude
Brand new unit very disappointing. Highest setting is 120F but won't heat water higher than 108F. The water will go cold 4 to 5 seconds in the middle of a shower. very unpleasant. The unit runs constantly when no one is using water for unknown reasons. I was convinced this was so much better than a tank but now I want a tank unit back.
Brand new unit very disappointing. Highest setting is 120F but won't heat water higher than 108F. The water will go cold 4 to 5 seconds in the middle of a shower. very unpleasant. The unit runs constantly when no one is using water for unknown reasons. I was convinced this was so much better than a tank but now I want a tank unit back.
I ordered this product from Amazon on Jan 13, 2025. It took us a couple of months to get it installed. Loved it until...On the morning of Jan 13, 2026, nothing but ice cold winter water. Went down in the basement to check it out and noticed a couple of drip marks on the concrete below the unit. Opened it up and a quarter inch of water had built up inside and ran out when I took the cover off. I looked at the Rinnai Central app on my phone which is connected to the WiFi receiver and it said that starting at 11:52pm the night before there have been lots of Error Code:32 for Outgoing Water Temperatur Thermistor Fault. Well, yeah, the thermister sensor was right in the water that had pooled. At first I thought the leak was from a bad hose clamp on the bottom of the burner or whatever the heat manifold is called. Then I noticed water in another place under the manifold that was higher up than the hose clamp so I knew it wasn't the hose clamp that was leaking. My best guess is that the leak is from inside the burner manifold. Further inspection showed that the leak (at least to a small degree) must have been happening for quite some time because of the amount of rust inside the bottom of the unit.I went to rinnai.com to see about a warranty claim. The only option was to make an inquiry. I did this and explained everything including giving my Amazon purchase details. It's been 4 days and no word from them! Horrible customer service. So unhappy with this unit. Cold water for 4 days and counting. What more can I say!UPDATE:On 2/6, i opened a chat on rinnai.us. I never did get a response from the inquiry on rinnai.com! Here is the chat:On January 13, 2025, we ordered a NEW Rinnai RXP199iN from Amazon. It has worked wonderfully but today it started leaking. The leak caused a build up of water insie the unit which caused, "Outgoing Water Temperature Thermistor Fault Error Code:32". TImelda 11:27 amHello, what is the serial number to your unit?Adam Gleason 11:28 amOne secondSG. BA-124844Adam Gleason 11:30 amSorry, I didn't realize you didn't get the rest of the message I copied into this chat.Imelda 11:32 amI will be creating a case for you. You will receive an email shortly then you will need to hire a licensed service provider to go out to your home and diagnose the unit once he is there, you give him the case number and you have him get on a video call with our technicians for assistance and to continue the warranty processAdam Gleason 11:32 amI did not notice any leak outside of the unit until January 13th but it must have been slowly leaking on the inside for quite a while because it has alot of rot and rust inside. When we did notice the outside leak on the floor, it was only just a drip from time to time.Imelda 11:32 amCase Number00218512Adam Gleason 11:33 amI actually already bought another unit and put in because we were completely without hot water. I have this unit packaged up and would be happy to send it in for repairs if that works.Adam Gleason 11:35 amOn the inside, the unit appears to be leaking from the heat exchanger. I thought at first it was a hose and I put another hose clamp on it but then I noticed there was water a bit higher up than the host on another part of the heat exchanger.Imelda 11:36 amonce the unit is taken off the wall the warranty voids.we will no longer be able to assist.Adam Gleason 11:37 amI can't even send it to you for repair?Imelda 11:37 amNo.Adam Gleason 11:38 amI sent a notice to your main site for help and got no response. We waited for two weeks with no hot water and no response. You are telling me that is the best your company can do?Imelda 11:40 amthe warranty information is in your installation manual the plumber that went to your home had to call us and get assistance from Tech support and continue warranty process with them.there is nothing we can do now the unit is off the wall and warranty voids.Adam Gleason 11:41 amI'd like a call from someone about this. I paid $2000 for this unit. It lasted 364 days. I have tons of pictures. I intend to blow this up on social media. I think a call is the least your company can do.Imelda 11:42 amI can get your contact information and have a manager give you a call back.NO WARRANTY BECAUSE I TOOK IT OFF THE WALL! BUYER BE WARE! I am returning the "replacement unit I got before the return window closes and buying a different brand!
I’m a commercial installer. I need to call Renee because we had a warranty issue. The hot water on demand propane tankless water heater had begun to leak and had completely failed. The unit was only three years old. The parts required were more than the warranty would allow and I was trying to call them to get a replacement. The first time I waited on hold for 40 minutes. The second time I waited on for an hour. I finally got fed up. Told the customer that I would get another unit bought a different manufacturer unit and now the Renai Tankless Heater sits in a junk pile. It’s a shame we could not get a hold of the manufacturer as we were suggested by the store. It was sold from from to try and get a warranty replacement. But after several attempts and not getting hold of anybody and having a chat bot, that basically could not help me. My time is money and I cannot waste any more of it. Renee has one of the worst Customer service lines I’ve ever dealt with right next to Verizon.
I’ve NEVER HAD A COMPANY WITH WORSE TECH SUPPORT!! I would HIGHLY RECOMMEND NOT BUY YOUR WATER HEATER THROUGH THEM!! ABSOLUTELY HORRIBLE I HAVE BEEN ON HOLD FOR AN HOUR FOR THE 3rd day in a row!! DO NOT MAKE THE MISTAKE OF BUYING FROM TGIS COMPANY!!
We have a the Rinnai solo boiler I90SN. When we purchased our house, it came with the set up and unit. It currently provides heat and hot water - when the unit is down, Rinnai's parts always seem to be on back order!! Don't recommend one unit for both heat and hot water as a set up as. We are currently waiting for the water pressure sensor, unit is down and may be up to 2 weeks....to source part.
I have a propane wall furnace that keeps shutting down randomly with error 11 code. I’ve had four different repair technicians out. Unit has been cleaned, flame rods replaced, igniter replaced, gas pressure adjusted, burner cleaned, etc. Problem still persists. Technicians have spoken to Rinnai with video chats. Today technician was told he needs to blow it out with an air compressor which no other Rinnai representative said to do. We all know unit is a lemon, but they won’t replace. Keep finding new things to try on my dime. I will never buy another Rinnai product. They do not stand behind their product, and representatives tell technician different things. Totally disgusted. How many times do I need to pay a technician to come out? Rinnai doesn’t care.
We choose a Rinnai tankless water heater with recirculation for a new build. The recirculation feature rarely worked over the first 8 months. As a customer, you can not speak directly to anyone at Rinnai, you must contact them via chat. The wait times and time between messages is very long and there is reluctance in trouble shooting without calling in a certified tech - which I can understand to a degree. As the problem persisted, Rinnai recommended via chat I called in my plumber to assess and troubleshoot a Rinnai error (63) impacting the recirculation. Our plumber had to wait on hold for an hour to get ahold of someone. With support from Rinnai, the problem was fixed by my plumber. Despite the unit not working consistently since installation and the recommendation from Rinnai to call a plumber - who needed Rinnai's support to troubleshoot the issue - Rinnai is not covering the service bill of the plumber (I'm also being charged for the time the plumber had to wait to connect with Rinnai). This is in the first year of installation. I have probably spent 25+ hours - many on the phone with Rinnai (chat) or our plumber - trying to troubleshoot this machine. Does the tankless water heater work? Yes. Is it worth the poor customer support experience if there is an issue? Absolutely not. I would not recommend Rinnai products until they seriously look at their customer support investment and protocols. Our plumber has shared that other customers have similar frustrations. A bit of care and pragmatism could go a long way, but in this case, the process has made for a very dissatisfied customer.
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