Navien UK Reviews

Navien were unable to provide an engineer under warranty and the treatment we received was, in my opinion, bordering on contempt. They fed us absolute rubbish for 4 days (actually five but the first day was a Monday bank holiday) whilst we had no hot water from their 6 months old boiler sourced from Boxt. They initially arranged for an engineer on the Wednesday morning and he didn’t show up. We contacted Navien to be told they couldn’t contact him as he wasn’t answering the phone - and this went on for the rest of the week. Complaint went nowhere (I suspect they may not have the processes in place to deal with complaints). We sourced the boiler through Boxt (they were excellent in the quick supply and installation) and they took up the issue on our behalf. After a couple of phone conversations they were told that a Navien engineer was “in the area”. This was just before 5pm on the Thursday and he would phone to let us know if he could attend that evening. It was the first we’d heard of it and didn’t believe it, which is what I told Boxt. I told Boxt that we are not cancelling a social get together on the vague premise that an engineer may be available. Boxt (Clare, very professional) said the engineer will phone us. Obviously Boxt were fed the same guff as us - not their fault. Needless to say we received no phone call from the elusive (fictitious) engineer. Which is exactly what we expected. Boxt sent me a £50 shopping voucher for for the inconvenience. On Friday morning at 09.00 we arranged for our own engineer. I will be sending the bill to both Boxt and Navien. That will probably be another "experience". It is also important to point out that at no time did anyone from Navien ask how many people live in the house or if anyone in the house was disabled, infirm, young child etc. which would inform the level of their response. I find that concerning. It was the very first thing I was asked by Boxt on our first phone conversation. I have contacted the relevant authorities in this regard. In closing (sorry it was such a long rant), I would advise anyone to carefully look at the one star reviews on Trust Pilot and Google for Navien and balance that carefully with the other reviews before deciding on which boiler to buy. (awaits the standard "referred to customer services manager" reply - not interested, case closed) **update - received a call from Navien directly after reviews were published and after emailing Boxt. They said an engineer will be there tomorrow ! Too little , too late after all the guff they gave us and the poor service. Told them not to contact me again.** **** Further update. The independent heating engineer we have used over years to service our old boiler has refused to work on the Navien boiler stating that it is "more trouble than its worth". We have now gone to Bristish Gas to resolve the problem(s).

Forced to download their app to register warranties? Why can't we do it from the website like every other boiler manufacturer in the UK? Tried to call customer services about 8 times now, nobody answers, just plays music. Offers a call back service - nobody calls you back. You get what you pay for - cheap boiler = cheap service. I've installed about 15 of these boilers now and there won't be a 16th. I'm so worried about my customers and the ticking time bombs I've installed in their homes. I blame myself.