Reviewer Photos & Videos
Heat Exchanger Gobbled!!!!
Very very poor service, Heat exchanger was changed under warranty in 2018 and now there is a crack in 2020, Brivis Technician had changed the heat exchanger in 2018 and glued it with Silicone and the same technician is advising to replace the whole heater, why? Because its Glued, who did it? Escalated the matter to the team leader, no outcome. Tenants in the property with 2 small kids but why would Brivis care. I feel this is a scam, the old crack heat exchanger was never changed. Heat exchanger to have a crack in 2 years is very rare. But I have a very strong feeling the part was not replaced. So my advise to every one Run as fast and far from this company. Builders go with them because they have cheap products to buy in the market.
The worst customer service
Today 06/08 9:18 am . We contacted customer service to find out if we are still under warranty. We talked to a staff who introduced her name [Name Removed]. She asked me to look for the model on paperwork. I went to get the paperwork. Not even a minute, She was impatient and said she can't wait. She is not helping at all with very impolite voice. So we asked her for her fullname so we can talk to her manager about her service. She refuse to give us her name , and saying her manger is not here to talk to us.
If she is doing the right thing, ...
Actual service was good; Everything else not so much
Experience ongoing issues with thermostat controller after 18 months of moving into the home. System is ducted gas heating and evaporative A/C. General plumber service (non-Brivis) investigated problem with thermostat error and phone call to Brivis told them that the controller in the roof was broken and no exact replacement part existed anymore.
Organising a service with Brivis itself was problematic as they couldn't book a service without S/N that is only available from main system in the roof. There is no registration of product with Bri...vis so they don't keep track of people that own their products. Had to call out non-Brivis plumber again to check this information to keep costs low as to send out Brivis to do so would be full $280. When finally booking service online I received a confirmation email telling me I would be contacted by contractor with a date, and that I had to provide 24 hours notice if needing to cancel to avoid any charge. Contractor called me in the late morning to ask if they could come service from 12-2pm on that same day, which was terribly short notice given that I was already at work. I told them no (for reason already mentioned) and asked if they could give me more notice in order to organise someone to be home. They said "No". Investigation with Brivis on the phone found that they only make the bookings with the contractors the night before they are to go out, which to me is very unorganised and impractical for working families. I provided my complaint/suggestions about this process to the Brivis person on the phone. To the contractors credit though, he text me asking if he could come in TWO days time, which was much easier to organise. As mentioned in the title, the actual service was FANTASTIC from all reports from my wife who was at home during the service. Very polite, excellent knowledge and efficiency, and problems have all been fixed without the need for any replacement parts (except some new wiring). Hope all services goes this well in the future. Had this not been fixed so easily, I would have definitely gone with a different company (and possibly different product) for the future due to poor longevity of product and terrible service booking system.
Continues to fail
We had a brivis ducted heating system installed in June last year (2019). We have had problem after problem with it, well the same problem over and over again. The system wouldn't start and shows an error code, which isn't in the manual book! We had brivis come out and look at it, he came, looked in the roof and refused to do it as it was in a tight space for him!? So he just left and that was it, THEN brivis called a few days later and requested the payment for the callout as the job wasn't under warranty... for doing nothing! So we had the co...mpany who installed it come out and fix it, and it happened at least 5 times within 3 months. Something about a loose circuit board. Then obviously nothing as we hadn't used it over summer, but today it happened again. And from reading the reviews on this company I'm not surprised they are always showing a fault! Absolute disgrace for what I thought was a reputable company. This better be covered by warranty as I'm not paying for a continual issue.
I have Brivis heaters and coolers installed in my house. . Ever since the first year we have tolerated cold days while waiting for the repairmen or just try to make it work. Most of the time we used an electric heater to keep warm. When it gets worse we will call the repairmen. As it is, we are charged $280 for the callout. Then they sent a local repair shop to come and work on it. We get charged for the parts, and then the same problem will come up again, and we called them while still under warranty. But this happens almost every year for the...past 15 years. It has been the same problem. Now again this year we have been without the central heating for quite some time. We use the electric heater but what is the point when we have a central heating. One time I requested a repairman but insisted that I do not want the local shop to come as the problem has not been fixed. Now I dont really know what I should do. The amount of money I have spent on fixing this heater would have been better spent on a new one.
- Verified customer
Disgraceful customer service, communication and processes
If you buy a Brivis / Rinnai product be prepared for a world of pain. They have outsourced their servicing to another company who could not care less about customers and the two companies do not communicate with each other at all.
The first call out was $280 which was supposed to include an hour work. After a quick inspection, the work required more parts and was a two person job. I was told that I would be contacted when the parts arrive.
No contact from Brivis / Integrated Services. After multiple calls, they eventually told me they were wait...
My review is on the process of this company assigning technicians, record keeping, admin and efficiency.
Our Brivis heater stopped working over the long weekend. We placed 3-4 separate calls to their service line . We were told conflicting information about who would get back to us and when. We never received a call from anyone like they promised and furthermore there seems to be no record of our calls.
We received the same appalling customer service last year also. Constantly chasing them up to have our heater fixed, them promising a technic...
Poor customer service
I moved into my home 18 months ago and the Heater has been working well. Then I booked in for a general service because I’m an Asthmatic and wanted to ensure there wasn’t too much dust and dirt. He tells me that the “Heater exchange” is broken and I either need a new part ($600) or a whole new heater ($3,000). And ever since he left, the heater doesn’t work anymore! It doesn’t blow anything out of my bedroom vents at all. I called Brivis and they said it’s because I need a new one. This is ridiculous!! It was working perfectly fine until he came and serviced it! Now I’m stuck in Melbourne Winter without a heater after paying $290 for a service. What a joke! Will not be buying a new heater with Brivis / Rinnai
Terrible customer service
Our brivis ducted heating failed over the weekend. Due to the cold weather we need it fixed immediately and it should be under warranty. Customer service does not operate on the weekend - which isn’t great for an essential service like heating. Several calls today to log the repair and customer service is dismissive, unhelpful and devoid of any useful info. No reference numbers given, no answers on my questions regarding warranty. I have been told that head office will ring me and I would receive email confirmation of my repair requests. Desp...ite getting them to double check my email address details - no confirmations have been sent. We have an asthmatic child whose condition is exacerbated by cold weather and we need our heating fixed as a matter or urgency. The lack of transparency and efficiency of their customer service is pretty disgraceful. If we don’t hear back on from Brivis imminently, we will be lodging a complaint with consumer affairs.
Terrible customer service means I would be reluctant to purchase a Brivis/Rinnai product again
Our Brivis ducted heating unit is still under warranty. It failed 48 hours ago. Brivis customer service do not operate over the weekend (which is pretty poor given they offer an essential service such as heating). It is 3-4 degrees in the morning at the moment and we have been without any heat for 2 days. I logged several repair calls with Brivis today - customer service were dismissive and unhelpful. They assured me my call was logged but no reference number given when asked. Apparently I would get a email confirmation that i had logged a call.... No confirmation emails have come through despite calling through several times and making sure they had my email address correctly. You cannot contact Head Office directly. So I have no idea if they have my details and when this is going to be fixed - it could be weeks as far as I know. We have an asthmatic child whose condition is exacerbated by the cold and we need our heater fixed as a matter of urgency. I expect to hear back from Brivis imminently on this or I will be contacting Consumer Affairs.
Ripped off. Don't call Brivis for a service
My ducted heating did not turn on. Its a Brivis thermostat, so naturally I called Brivis. The guy came out and took a look at the unit in the roof. Made phone calls and i could hear him texting and and receiving messages. He eventually comes down, takes his time only to tell me,
"The whole thing needs replacing. I could tell as soon as i saw it. We wouldn't even touch a unit like that."
I had told the lady over the phone the age of the unit and where it was located, when i made the booking.
I asked him, "you can't or you won't?"
He stated aga...
I replaced my old brivis heating unit with a brivis starpro hx30 4 years ago. After not using it for 6 months I turned it on to find a error code 60 and the unit not working.
I booked a service call and a serviceman came out and replaced the main board and agreed that it was a warranty issue. I produced my purchase invoice but could not find the installation invoice but offered to contact the plumber who installed the unit to provide me with a copy.
The serviceman contacted Brivis who then rejected my warranty and wanted me to pay $850. I re...
I have a Brivis l76d cooler- 3 years old now- installation was done when the house was being built- the unit has hummed since day 1.
It has has most parts changed over to try and stop the hum- but it is still there.
These items are
The motor for the snorkel ...
Terrific service from Brivis
Two days before the 43 degree day in Melbourne our cooler not working. I rang Brivis on the Sunday expecting to here no one back at work till New Year but was answered by a very helpful woman promising to have some one contact me with 24 hours. Service man Morgan arrived on time and quickly set about advising us on options. Day after New Year he installed our new cooler. Again on time and very polite. Unbelievable service, all done in a blink of the eye. The model from Brivis is a Promina 36 is perfect for our townhouse. More than thanks given the summer we are having. Q
- Verified customer
Best Investment For Summer That We Have Ever Made Since 1999
We bought a Brivis Contour L30 Evap. cooler in October 1999. We have used it every summer for the past 20 years and have had it serviced regularly. We are about to have just the unit on the roof replaced, as the ducts etc. are still in very good condition. Hopefully we can get this installed before the hot weather starts. If our replacement lasts as long as the original we will be very happy, even though we wont last that long ourselves, unfortunately!. We can definitely recommend Brivis coolers considering our experience with this make, so far.
excellent customer service
i installed brivis heating with add on cooling in march this year and had issues with heating peak winter waited 2 days for a technician to come and it was all fixed, again recently had problems with cooling and brivis organised a technicians same day and it was all fixed. iam pleased with their service so far. I think every brand has its pros and cons but its the customer service which makes a big difference and brivis has excellent customer service
Thanks for getting in touch, we're sorry to hear of your experience.
New Brivis SP530IXA unit. Purchased this year. Fan will not switch off and the instructions for the touch are pretty vague on FAQ. Heating unit worked fine so far. Lets see how things turn out and if they get fixed... generally speaking not happy about needing to chase up stuff that fails so soon into its life
I have had a Brivis heating and refrigerated cooling for 5 yrs now. One of the ducts came lose n yes i waited a week for someone to come but it was fix with no charge. My mother board blew up n it was fix as it was still in warranty again it took a couple of weeks but it was done. Customer service was great. I have been a happy customer.
Questions & Answers
Can you please provide me the number of the Complaints team and also if someone could follow up on the escalation which I have to the manager in service department.
Hi Glevin A,
We have sent a private message to discuss the matter further.
Hi We have just replaced our old brivis ducted gas heater with a new one it’s not getting the set room temperature eg. have set on 23 and it only reaches to 20 and it is working all the time
Hi Carol, thanks for the question, we would recommend contacting the installer to check the installation and ducting to the system is correct and that the unit is comparable to the one that was replaced.
If they have checked this a service call can be booked to check if the unit is operating correctly.
I had a issue with brivis buffalo 120 no pilot light and replace the thermocouple but still cannot get the flame.igniter ignite and can see the spark too.
when pressed the gas valve knob gas coming. I can ignite with external lighter but not getting flame
can you please answer?
Thanks for the question, we would recommend contacting our Technical Department to discuss this matter further. They can be reached on 1300 555 545 (option 3).
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