Rinnai Customer service issues

by Rob Young
(Missoula, MT)

I purchased a Rinnai R53 tankless water heater when i built my house. The contractors sub installed the water heater and it functioned well for 3 years.

Then came the MOANING and the JACKHAMMER noises followed by serious vibration. So, i hired a second plumber and authorized Rinnai dealer to troubleshoot the issue. At $80/hour, this adds up fast when the Rinnai tech support people can't solve the issue. So i burned through $320 dollars in labor.

Rinnai, wanted the plumber to replace one part at a time as they sen them out. We requested them to send multiple parts but they wont do that. As you can see at $80/hour this adds up fast and very quickly you figure out that buying a new unit is cheaper.

The second plumber told me that they have experienced this exact problem with Rinnai Customer service as well. So i dealt with the moaning noise until it was unbearable and i felt it posed a problem for a gas leak or a flood given the constant violent vibration.

I called a third plumber, who was recommended by a friend who works for Gensco, Montana who is the Rinnai Wholesaler. He came out and was awesome but still no solution for my Rinnai R53. I wind up buying another water heater, $1248.00; labor for that, plus labor to fix the old one, a couple of ancillary charges, and i am in $1900.

The third plumber who will remain my plumber suggested i call Rinnai about a warranty credit. Rinnai called me back and said no. The lady on the phone, Roberta, is very good at regurgitating the corporate party line but was useless as a customer service representative made me ashamed that i bought a second Rinnai Product. She was terrible at her job....customer service. They have TERRIBLE TECH SUPPORT, and TERRIBLE CUSTOMER SERVICE. Their policies are not geared towards helping you out because it might cost them a little money.

They don't understand that sending one part at a time quadruples your labor rate. they want to compare their policies to that of the automobile industry but failed to understand that if your car is covered under warranty, YOU PAY NO LABOR! I have talked to Rinnai 5 times, and each time i get the, "i dont know i just work here"....or "the company party line that absolves them of any responsibility".

In the end i did buy another Rinnai but from a plumber who warranties his work for 5 years and a wholesaler whom i feel is responsible. The new unit is fine.

I have NOTHING positive to say about Rinnai customer service after years of trying to deal with them, as their policies are not geared towards helping the hard working people that make them a successful company. If i had found a product that had the same specs and personal reviews by people i know......i would never give Rinnai another dime!

do your research.....look for a better company and product to support. this is what was available locally in a rural area.