Shoddy product, shoddy service
Wanted Brivis evap cooler service before I used it. Just moved into new home. Friday tech attended. Only fan working. $1,100-$1,400 to repair. Tech said not worth it as motor about to go and fan blades bent and whole unit very corroded. Will refund cost of service if I sign up for a new one within 24hrs!
1. Tried to phone Rinnai later same day. Hung up after 30 minutes on hold. If this is the "service" offered for sales I believe others complaints about warranty problems not being addressed.
2. Unit only 13 years old. neighbour told me...
This review has gone from 1 star to 4 stars now...
My mother bought a new house from a builder in Tweed Heads, after we also purchased one. Whereas we installed a Solarhart HWS, she was sold on a new fangled Rinnai. Virtually from day one my father, now deceased, used to complain about the noise of it. I thought he was just complaining but after his passing my poor old mother and the next door neighbours also complained.
Recently we noticed the unit was completely iced up - yes, ice on a HWS. How is this possible?
Whereas once you had a bullet-proof HWS that had one function only, now they're...full of electronics like an air-con to make them a little "greener". Here's the thing, when they go wrong, as this one apparently did, they burn electricity day and night because they never stop. This thing has more ice than an esky coming out of it - the waste water and electricity was astronomical. How green is that? In any case, my dear old mother politely contacted the builder who said its a Rinnai issue, she then contacted Rinnai who charged her $200 to come and inspect.
Terrible - trying to charge for warranty replacement
Similar to a commenter below, Rinnai is asking for a $195 fee simply to come and confirm a faulty product is indeed faulty before they replace it under warranty. Most proper companies will come and quote for free.
"If the fault found with any Rinnai product is deemed to be a manufacturing fault within the warranty period, there will be no charge for the service. Rinnai believes in being open and honest with any potential charges so our customers are aware of these before booking the service," is one quote from them below, however, the product...is obviously faulty (the hot water tank split at the join, leaking water) and they're still trying to charge the call-out fee before it's replaced. I called and was directed to email email@example.com, which I did. I'm yet to hear back.
Appalling customer service
The customer service from Rinnai when my Brivis heater broke down was almost the worst I've ever received, coming a close second to NBN. I had to chase them for weeks, calling and emailing multiple times in the middle of winter in central Victoria with no heat. Eventually by the third or fourth call they organised someone to come out. The people I dealt with were impolite and never apologised for the delay. I live in a regional centre but the closest person they could find to inspect the unit was an hour away, so they charged $485 (initial serv...ice charge plus $200 travel) only for the guy to come for 15 mins and tell us it was dead and we needed a new one. After that I contacted my local heating specialist and he did the same inspection with no charge, then installed a new unit for substantially less than we were quoted by Rinnai's people. If your unit is out of warranty, DO NOT go through Rinnai to get it fixed or serviced. Contact a local independent instead.
Charge you to come and look for warranty - around $190 to look.
Before you consider anything from Rinnai remember that you may have to pay around $190 for them to come and assess if your warranty claim is valid. When most proper companies will come and quote for free. If you comment on their facebook about it they just delete it. I would keep away from them.
Do NOT buy Rinnai
We have been waiting for our replacement hot water system for over 2 months now. I have called customer service multiple times with no reason as to why it’s taking so long.
Initially I was told by customer service that a week without hot water was acceptable. I have a young family and I’m now over 8 months pregnant. I have no idea how that is acceptable.
I made a complaint over the phone and was told that a manager would get back to me. They never did.
Our hot water system died within warranty. Is that why I’m being ignored because you’re not making any money out of this job rinnai?
This is disgusting treatment and I will make sure to tell everyone possible to never choose Rinnai.
Got my fingers burnt!
My Brivis (now owned by Rinnai) gas central heating unit was coming up for its 2nd birthday, and according to the warranty, I had to get someone from Brivis/Rinnai to service it so that would extend the warranty period. I was quoted $285 for the service, which I thought was pretty expensive, but went ahead, as I thought the extended warranty would be good. I was not pleased when the man who did the service did the job in under 20 minutes! I was still charged $285, plus GST. Rinnai have not replied to my email, and Consumer Affairs have been useless. In future, I'll just get a local gas person to service it.
- Verified customer
Don't buy their heaters
Bought a Rinai 25 gas heater at 1200 aud. Smells gas everywhere in my house when I use it and that happens right after the first minutes of usage. Became worst after the first week of usage. Don't buy any of their heaters.
Zero Customer Service - Zero Accountability
This is the message I sent to Rinnai over a week ago - I'm still awaiting a response.
I am contacting you on behalf of my elderly mother.
My mother has been waiting since early May for her heater to be fixed by Geelong Gas. She has contacted them on multiple occasions only to be told they have to get more information from Rinnai and they'll get back to her. They never get back to her.
That's nearly two months for an 89 year old to be managing without heating in Geelong, the 'red zone' for Influenza A.
Not only am I appalled at the lack of customer care shown by Geelong Gas on your behalf, I am disappointed that this is the second Rinnai heater in roughly 9 years that has proven to be of poor quality. ...A gas heater costing thousands of dollars ought to last more than a handful of years, don't you think? Especially one touted as the best on the market. I look forward to learning what Rinnai and Geelong Gas intend to do to rectify this situation and, just as importantly, ensure it never happens again. ***************** So Rinnai, what's next?
Don't buy anything Rinnai
brand new Hot Water System.
1st time installed - blowing fuses (did not run)
2nd time installed - leaking water from the bottom of the tank.
called for warranty, told nothing they could do unless the system is connected, but the electrician wont connect it while it is leaking?
Please don't buy Rinnai
Nearly a month with a broken heater (under warranty)
We bought a Brivis ducted gas heating system in March this year. We replaced an existing gas system (installed in 2000 that we never had problems with) because we were told the new system was far more efficient.
This new heating system has been broken now for over 3 weeks. After reporting to ActewAGL and RInnai, 12 days later a Canberra sub contractor (Jordans) came to fix it. They said the problem was that the installers had incorrectly installed the condensate line. ActewAGL sent out the installers three days ago (who replaced and reinst...alled the condensate line, but the unit still would not start up and these technicians said the error message related to a problem with the pressure switch in the heating system, not the condensate line. So ActewAGL launched another request back to Rinnai. I did not hear anything so I called Rinnai and waited 45 minutes on the line before opting for a call back. The customer service rep said they would contact the subcontractor (Jordans). I did not receive any call so I contacted Jordans and explained the problem and they said they would follow up. After multiple calls and emails to ActewAGL, I was contacted by Jordans two days ago who did not even realise it was a second callout for the same issue. Yesterday Jordans called and said the earliest the technician could come was next week because they were so busy, even though they failed to repair the unit in the first place. It is currently minus 4 degrees in Canberra and it has been nearly a month that we have been without heating. There is no guarantee the warranty subcontractor will not claim again it is an installation problem and we will be stuck in this loop again. We should have read this website before purchasing. Think twice before upgrading your system to Brivis or Rinnai. The customer service and subcontracting for repairs is abysmal.
Zero customer service
My gas ducted heating is faulty and still under warranty. I have spent up 45 minutes on hold only to be told I would be contacted by scheduling to book an appointment. That was two days ago, have not received a call. I called again only to be told the same thing- someone from scheduling will contact you. Worse customer service ever.
The worst customer service I have experienced
I am having difficulties with my heater. I have to deal with 1st Care. 90% of the time when I try and ring 1st care I wait for around an hour on hold to speak to anyone. GET MORE STAFF. How can a company like Rinnai have Centrelink-like wait times for customer service!
It's June in Melbourne and it's cold. My heater is broken and I can't use it. Eventually I got through and explained the problem- I couldn't book online as a part is needed to do the repair and I wanted to explain what was broken so they brought the right thing. The first service...
Customer service alone is a reason to avoid any rinnai products
I purchased a rinnai portable air conditioner in Feb 2019 fornover $750. For this price you would expect you would receive all the parts in the box. It was missing a vital screw that goes in the window kit. 4 months later, 14 emails and they are yet to send me the correct part. First they sent the completely wrong thing (not after a reminder email by the way). I kept chasing, kept chasing because weeks would go by and still nothing had arrived. Finally at the beginning of May I received what looked like could be the part. It wasn't. They have c...learly gone to bunnings and purchased a screw which does not fit. A total of 14 emails and I still don't have the correct part. Such a simple issue that could have been resolved straight away. It's now winter, long after I purchased the air con. I should have gone the cheap brand. The air con isn't amazing. Still super loud, I can't see it being any better than a cheaper brand. Wondering if I can still take it back? I'll never buy Rinnai again.
Bad Service Rinnai bought Brivas
motor failed took two weeks to get a booking with 1 hour on the phone to make the booking.
Contractor didn't show, rang back the next day and after an hour and 11 mins good a rude man who complained about my attitude for being missed! Grumpy men should not be allowed to answer calls.
Then they rang me back and put me through to the end contractor who said the call centre hadn't put us in the schedule for them the contractor to come out. Love the product but Rinnai you don't need secret
Poor replacement service
My original installer turned up immediately after the heater failed and it required replacement under warranty. They were not authorised to replace it and referred me to Rinnai. Countless phone calls and Emails resulted in a 7 week replacement time during which I had to purchase a new spare replacement(not Rinnai) which cost me nearly $3000- otherwise we would not have had any hot water for that period. Communication was poor and service terrible. It has turned me off any Rinnai products in future.
We have a Rinnai hot water system which is still under warranty and is not working. We paid for a plumber who attempted to find a solution to the problem without success and advised us to contact a Rinnai service centre - 1st Care. We contacted 1st care on Friday and were told that they hoped to get someone to us that afternoon. No one arrived. We contacted the centre first thing today (Monday morning) and were told there was no one available and someone would ring us back. No one rang us back and so we contacted the service centre 2 more ...times and were spoken to very rudely. The person from 1st care told us to stop calling as she would not have any information for us and that she did not thing she would be able to find anyone to service our area (Central Adelaide). We have now been without hot water for a week and have few options. I note that 1st care do not provide any options for complaint or feedback. Very very disappointed and frustrated. I will not be recommending Rinnai products and will not be choosing them myself in the future.
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Questions & Answers
Bought a new split system heater...yup,faulty.
Thanks for the review Michael, if the installing plumber has checked the installation has been completed correctly, we recommend booking a service call on 1300 555 545 or through the Rinnai Australia website:
Tried your number twice and asked for a return call twice...nothing WTH ? This product is installed,installed by highly qualified and experienced guys who have met the strict requirements of the government..it doesn’t work and you have been so slack with your return call.Just how poor are your products if you aren’t returning my calls ?
Thanks for getting back to us Michael, we are sorry to hear you have had issues getting through to our 1st Care department. You can book online at
or if you would prefer, you can send us your contact details via private message and we will arrange for someone to call you back
Why do you not honour warranties?
I'd like to know this also... Tech came out for a warranty repair, refused to even look at the units any further than searching with a flashlight for dust inside the unit, claimed this need cleaning, and he wouldn't work on it while it was dusty, but that the motor and motor controller were faulty and needed replacement under warranty. Then a few days later they called me demanding payment over the phone. I said send out an invoice once the work is complete if it's not covered. They said they don't do invoices, and that the work was complete and no fault was found. The guy spends 3 minutes playing with the remote and taking pictures of dust and leaves, and they feel that's a $299 service! I point out that in the few minutes they looked, it wasn't possible to diagnose a fault and they didn't actually even look for the fault aside from noting that the fan wasn't working properly themselves, and they said that if the technician said it was dusty ( inside where it can't be cleaned ) then that was all they had to do. BAD COMPANY, CAVEAT EMPTOR, Don't expect them to fulfill their obligations under warranty unless you're willing to take them to court. Oh why? I did ask two different airconditioning companies that question, as well as the Good Guys - Why don't Rinnai honor warranties. They all had the same answer. "Because they are B*stards"... Actually, one used the C-Word and the Good Guys who sold it to us apologized for selling a Rinnai and then said they weren't permitted to use the kind of expletives necessary to describe the company when talking to customers.
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