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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