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!
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