rinnai.com Reviews 62

WARNING!!!
Do not do business from Rinnai. The tankless hot water heater I put in my new home never worked properly. Within a few months of moving in I spoke with Rinnai they gave me a new of a few professionals to come fix it. Which they did now Rinnai is not paying the bill and I am getting sued!! They do not back their products and you cannot speak to them about as you can only chat. When you ask for documentation from Rinnai they drop and delete the chat!!

They do not honor their warranties. After 3 years almost to the day ours broke. When we called they said it was because it froze. The tank has a freeze protection that will kick on at 4 degrees. So riddle me lowest we got in FL was 24 degrees so not even close to 4 degrees but even if we did if there is a freeze protection on it shouldn't it still work? They are refusing to honor the warranty because of this BS reason.

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

If you want reliable hot water, run away from any of this companies products. Software updates will randomly knock out your recirculation so you have no hot water until customer support comes in on Monday. You can’t get anyone to talk to you outside of 9-5 m-f. And best of luck then.

If there was no star I would select it.
I had purchased Rinnai model RUR199iN along with RWM101 wifi controller and three motion sensors for activating the recycling feature. Couple of months after installation by Tankless Pros, the wifi controller got disconnected from the motion sensors. Even when the installer came to pair them again, they would disconnect after another couple of months of use. When I asked Rinnai to send me the new RWM200 controller they told me to "purchase it". As for the App that is supposed to work with these controllers, it never worked correctly. My advise is to stay away from Rinnai altogether.

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". T
Imelda 11:27 am
Hello, what is the serial number to your unit?
Adam Gleason 11:28 am
One second
SG. BA-124844
Adam Gleason 11:30 am
Sorry, I didn't realize you didn't get the rest of the message I copied into this chat.
Imelda 11:32 am
I 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 process
Adam Gleason 11:32 am
I 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 am
Case Number

00218512
Adam Gleason 11:33 am
I 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 am
On 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 am
once the unit is taken off the wall the warranty voids.
we will no longer be able to assist.
Adam Gleason 11:37 am
I can't even send it to you for repair?
Imelda 11:37 am
No.
Adam Gleason 11:38 am
I 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 am
the 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 am
I'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 am
I 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.

The unit started malfunctioning soon after professional install. Nothing appears to be the installers error. Rannai customer service is the worst I have ever experienced

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.

My brand new Rinnai tankless heater was installed by DR Horton as part of a new house I bought. A short time after moving in, my showers started turning cold during the shower. Rinnai could not figure out the problem and I even had one of their plumbers do a system flush, to no avail. I then read a review of someone who had the same problem. It seems that when used in a system that has flow restricting showerheads (which is basically any newer installation), the Rinnai system can shut down, due to insufficient hot water flow. You end up with your shower turning cold. My solution was to remove the flow restrictor and, voila, the problem was solved. (Unfortunately, now the water flow is too much, so I had to install a flow restricting valve at the showerhead; I set it to be less than full flow, but more than what it was with the flow restrictor.) I'm giving the Rinnai system one star because how can they have not known that this is a problem? And how can they design a system with this inherent design flaw?

U can only get thru to sales - naturally 🙄 and they’re only interested in cards 😩🤦‍♀️🤷‍♀️

Rinnai as a brand is good but their customer service in Australia is very bad. I would think twice before buying hot water system, in case something goes wrong. The heart ache is not worth it.

The Rinnai unit I have has been in active use for less then 3 1/2 years. We have had numerous shut off of system having to replace two primary PCBoards and most recently have a bill for $1,500 to address issues with burner and heat exchanger. To date we have spent $2,371 dollars on just service while still under warranty so parts are not in that figure. With my warranty up in 7/2025 I cannot justify consuming to fix the Rinnai in that after July we will have to pay for significant parts that need to be replaced as well.

I have decided not to fix the system and will be replacing it with a new Bradford, so as not to through good money after bad system. Rinnai Customer Support is worthless with no offer to extend warranty nor admitting they have a lemon unit and refuse replacement. Having no confidence in the Rinnai Unit once Warranty expires I have no alternative but to replace it.

My advice to anyone considering a Rinnai or currently have one with issues is to cut your losses now because you will get no satisfaction from Customer Support nor do they care about poor review which I advised them this is coming.

7 month old installation of an A26 unit. Failed due to a "foreign body (spider) on it so not covered by warranty" ! Despite being recommended as an external unit to be installed externally replacing. unit that had been in place for 14 years. Extremely disappointing from Rinnai and would buy an alternative next time and not recommend Rinnai product or service. Their warranty seems to be completely false.

Tankless water heater.

Here's the thing. The device itself is good. But Rinnai's business practice is the real problem.

Use of an app to control things like scheduling is advertised, not only on the device itself but throughout all of the documentation.

The app is not directly usable, nor is it intuitive to get it working.

If you buy an EXTRA WiFi module, you can connect an app. But the WiFi module is - extra money.

With Bluetooth only, it only works if you're using a recirc pump. That's not anywhere in the docs. The docs tell you that you must have a "Pro" assist you with the initial set up. This also isn't true - the "Pro" can't set anything up if it doesn't have a recirc pump.

In summary: the model that they advertise can't really do anything but run at a basic level - and the advertising is false and misleading.

Now, is this a big thing? No. But it's the principle. You should be able to do things such as "hey, go ahead and heat up the water every day between A and B" rather than rely on the device to "guess" when you need it (which is the default behavior).

I would give 0 if I could.
I’ve installed a lot Rinnai products,but once it goes wrong just buy a new.
The warranty process and tech is the worst I have ever seen. They make it so complicated for the guarantee and take days.
They will do everything possible to void the guarantee..”””” trust me avoid Rinnai****