rinnai.com Opiniões 63

Rinnai customer service is the worst. The product might be good but the technicians are a mixed bag. I paid to replace my tankless that broke down after almost 10 years. The installer recommended this but I swear they didn't know that they're doing. I attempted to talk to customer service but their response was to call the installer. Between the installer and rinnai support they sucked. Like other reviewers mention the customer service side steps my requests then ends and deletes the chat. The business practice is not transparent. They might be an excellent Japanese engineering company. But the North American support and likely leadership is terrible. They do not care. To troubleshoot my issues I had to hire a third party who then told me I was sold a warranty return from another client. It was bad. My advice is to find a company with better customer support. These guys are terrible. To top it off I still don't know if my tankless works as intended as no one can tell me that constant recirculation is a feature of my model. I'm absolutely unhappy for what I paid. All around the entire experience has been abysmal. I'll stay away from them when this one breaks.

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.

Mi spiace ma l assistenza non esiste! Ottimi prodotti.. Ma se avete un problema non vi garantiscono un tecnico in breve termine.. 1 settimana di acqua fredda.. E ancora nessun appuntamento.. Quando comprate assicuratevi di avere un centro assistenza nel paese altrimenti passano settimane.. Poco importa se è inverno e l. Acqua. E fredda..

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.

Me l'ha consigliato l'idraulico e purtroppo mi sono fidato. Il termostato è uno dei prodotto più scarsi mai visti, complicato da programmare e usare, ma il peggio lo da la connessione wifi che non funziona mai e segnala sempre degli errori tutte le volte che si vuole accedere da remoto. Dopo 2 anni poi ho cambiato il gestore internet e quindi il modem; il termostato non si è più collegato nonostante interventi vari dell'assistenza. Non so dirvi quale altro brand vada bene, ma NON comprate Rinnai

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!!

tutto caldaia indecorosa chiamato il tecnico rinnai oggi constatato che lo scambiatore e rotto per cosi dire mi ha sconsigliato la riparazione per gli alti costi totali,da notare caldaia con scambiatore in acciaio inox che si buca.........forse invece dell'acqua scorreva acido solforico ...... peraltro non sarebbe stata cambiata nemmeno se ricorreva la granzia in quanto rinnai non prevede granazia sullo scambiatore,totalmente inaccettabile pagata circa 2800,00 una vergogna assoluta.

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.

Rinnai Infinity 17 è uno scaldabagno da esterno molto sofisticato (acqua sempre alla temperatura perfetta) costruito in Giappone dove i prodotti di questa azienda sono diffusissimi. E' anche anche uno dei più costosi sul mercato (più di 800€ solo l'apparecchio).
Nel mio, dopo 2 anni dall'installazione e soli 10 mesi di uso molto leggero, lo scambiatore primario si è bucato (l'acqua gocciolava dall'apparecchio) ed è da sostituire: costo più di 300€ + manodopera. Quasi come l'intero scaldabagno e sempre che non si siano danneggiate altre costose parti come elettrovalvola gas (era piena d'acqua), ventilatore (gocciava acqua) e scheda di controllo (pare sana).

Ho smontato lo scambiatore: molto pulito, ma puntinato di ossido di rame (probabile fenomeno di pitting) e in diverse zone annerito (corrosione acida). In corrispondenza di queste ultime il fascio tubiero era bagnato.
Quindi: corrosione del rame -> buco -> perdita.
Deduco che:
- o la qualità dei materiali che Rinnai usa è davvero scadente
- o il progetto giapponese è incompatibile con le condizioni di acqua e atmosferiche presenti qui in Emilia.

Dato che la riparazione non vale la pena (sigh!) e non sono sicuro che non si siano danneggiate con l'acqua altre componenti, lo sostituisco con un prodotto italiano equivalente dal costo di 350€.
Sconsiglio vivamente.

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.

Sono Setti Denis di Boretto,ho acquistato uno scaldabagno per la casa di mio figlio,tramite il mio idraulico di fiducia. Dopo un anno di utilizzo la caldaia on funziona più. Abbiamo contattato il tecnico che non si è neanche degnato di venire a vedere il problema.Ha chiesto per uscire 200.000 euro per la chiamata e poi ha risposto tramite mail che il problema si risolve se si spendono altri soldi.Sconsiglio vivamente l'acquisto di questi prodotti.Contatto 3388622835 se volete sapere di più.

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.

Vivo a Roma ed ho acquistato una caldaia Rinnai 20 a condensazione nel gennaio 2025. Inizialmente l'installazione è andata bene e la caldaia ha funzionato correttamente.
Tuttavia, a partire da maggio, ho riscontrato un grave e persistente problema:
la caldaia non si accende regolarmente, nonostante la presenza di un flusso d'acqua adeguato, di circa 5 litri al minuto (che non è poco).

Il tecnico della ditta Palumbo di Roma è intervenuto più volte e si è interfacciato direttamente con la casa madre Rinnai.
La risposta della Rinnai che è stata data è che si tratta di un problema noto, che si manifesta prevalentemente nei mesi più caldi (tra maggio e settembre).
A quanto pare, la combinazione di un flusso d'acqua e una temperatura dell'acqua più elevati del solito crea un parametro che impedisce l'avvio della caldaia, a meno di non raggiungere una portata d'acqua estremamente elevata!!!

Trovo assolutamente inaccettabile che un marchio di tale importanza come Rinnai si limiti a constatare un problema senza offrire alcuna soluzione concreta a fronte di una caldaia appena acquistata è certamente non economica.

È assurdo che nel 2025, in un'epoca in cui si promuovono il risparmio idrico ed energetico, l'unica "soluzione" proposta sia quella di tenere aperti due rubinetti contemporaneamente per aumentare la portata d'acqua e permettere l'accensione della caldaia.

Questo non solo vanifica gli sforzi di risparmio, ma è anche estremamente scomodo e inefficiente.

Mi aspetto che Rinnai si assuma la responsabilità di questa problematica e trovi urgentemente una soluzione definitiva a un difetto che compromette seriamente la funzionalità della caldaia e l'esperienza dell'utente.
Una caldaia di nuova generazione non può e non deve presentare tali limitazioni.

RIMUOVERÒ questa recensione solo dopo che la Rinnai avrà risolto il problema.