Unacceptable After Sales Service
Have had good Rinnai products in the past and recently purchased a Rinnai 950 gas fire heater for our new home. Installed by dealer, worked well until we had a power interruption. The unit would not work. Read the manual, tried reset etc. Nothing. After much discussion and attempts to get the unit working the original dealer told us to ring Rinnai. Tried but not able to speak to anyone at Rinnai and had to make an online booking. Two days later had a call from a repair person wanting details about the water heater that he was to repair, not...a gas fire! He said he would have to get back to Rinnai. Didn’t hear from Rinnai that day or the next. Had to to ring again. Put on hold, transferred several times and finally were told we would have to wait again for another service call. At this stage we had had no heating for 6 days. A brand new $7500 unit sitting in a brand new house and we are freezing! Later that day got a call from Rinnai indicating there was no one in our zone who could attend to fix the problem and that we oud have to wait to hear from another service company outside our zone. Really? A company as large as Rinnai? Finally got a call from a company and told we would have to wait another 7 days for a repair. Tried to be patient. Now 14 days without heat. A service person attended a week later and had to replace a major component in the heater. We were told it might not be covered under warranty. He would have to ring to find out. Seriously? Problem seemed to be fixed but 4 hours later that afternoon the unit would not ignite. Rang the service company who had attended and were told we would have to wait another 7 days because Rinnai has to create a new job number, and because we were not in their area we had no priority and would have to wait for another call. Not happy and now very angry. Still waiting. Why does Rinnai not list companies we could ring ourselves to get some support? This system has worked well for many years. We have several local companies where we live who sell, service and repair Rinnai products. Rinnai is happy for us to buy their product but not give timely and necessary customer service. It is now 19 days without heat and still waiting.
- Verified customer
They don't want to know....
Bought a Brivis BX320 a month ago. It has a temperature differential of one degree, so it goes on and off at very short intervals. The dealer said it should be two degrees. He fiddled with the thermostat and, if anything, made it worse. Said to contact the maker. The maker's rep agreed it should be two degrees and instructed me in resetting the thermostat. Made no difference. When I rang back, the differential had suddenly become one degree and there was nothing he could do about and I would have to get used to it. As an added "bonus", the machine is noisier than the 20-year-old one it replaced. I'm sorry I bought the thing.
I bought a new Rinnai heater and from day one it has rattled so loudly it wakes me in the middle of the night. After 5 calls to HQ and 6 service callouts and 2 promises that the State Manager will contact...still nothing. The system is faulty and needs replacing and I think I have been reasonable in living with a faulty machine. It is now time to take the legal route..unfortunately. To make this worse my daughter who has cancer and was going through chemo was living in my apartment while this was happening. I work in the first responder sector and it is very disappointing ...
Made a call-out for service in September 2019, which involving replacing the pads for the Brivis evaporative coolers.
All parts and service was handle by Rinnai (Rinnai had acquired Brivis).
They also advised that the payment is credit card with 1% surcharge, with no options either invoicing nor Bpay features.
The credit card payment can be paid to the service technician when the job has been completed.
Upon making the initial booking, the call-center staff advised that the job number confirmation cannot be sent via email bu...t only SMS. In addition, the service technician will call 24 hours prior the visit. Waited for 24 hours after the booking and no SMS message. Called back and they had advised that they cannot see any booking relating to my address. Lodge a new call-out and still no SMS with job number as reference. Call back again and inquired and again they had advised that they cannot see any booking.
Customer Service - Warranty misleading
I disputed a charge of $225.00 for a service call out for a leaking Rinnai Solar water tank, as I checked the Rinnai website for the warranty information and found that it stated that a "Rinnai Solar Hot Water Warranty" that a "Domestic use", "ground mounted tank" (which is what we have) has a 10 year warranty. I then checked the installation date and found that is was in March 2010, so I obviously assumed that this unit would be covered by warranty. I therefore booked a service representative to inspect the unit, as it has failed (leaking). Th...e trades-person arrived looked at the unit and stated that it was not covered under warranty, as there is only a 5 year warranty on these tanks. I then check with Rinnai's service centre and they stated that tanks only have a 10 year warranty post 2018 ( I believe she said), however, there were no disclaimers in their warranty disclosure statement and therefore, firmly believe that I should not need to pay for a service fee, when I understandably believed would be covered under warranty. Rinnai stated that they empathise with my circumstance, but would not budge on the service call out charge. I spoke with Victorian consumer affairs and they stated they believed that there has been a breach of the Australia Consumer Law, section 29 “False or misleading representations about goods or services”, in that the warranty conditions for my tank were not available on the Rinnai website, however thought it would cost me more to fight this case. I therefore paid their blood money and will definitely not be using or recommending them the future. One very unhappy and disappointed customer.
Still waiting for someone to come look at our 14 month old split system aircon. My first contact with rinnai was on the 22nd January. I called them today Friday the 31st they still couldn’t give me an answer as to when I would have the privilege of paying someone $230 to look at my aircon that’s still under warranty. This is a bad joke right? As it’s the weekend tomorrow I doubt it will even be looked at for at least another 5 days then who knows how long to fix or replace. Do yourself a favour. Look at other brands and their terms and conditi...ons regarding warranty work. I’ve never heard of another company wanting to charge a call out fee for something under warranty. Even if it’s an installer problem they charge the person that called. Bad form rinnai. Very un Australian
Rinnai Gar hit water tank
Model - GHF4135W
Rinnai has no after hours service at all, even if you tank is under warranty. You can only contact Rinnai during regular business hours Monday to Friday, if something goes wrong with your tank.
I bought my new hot water tank in October 2019 and the pilot light has gone off 5 times. Even though Rinnai knew about my issues I still had to pay their expert $350 to come out afterhours and would not be reimbursed. They think it was acceptable to go without hot water from Friday night right through to Monday morning.
I would not recommend Rinnai for this very reason, as it is unacceptable.
Spare parts not available.
Being an air conditioning/refrigeration mechanic with 30 years experience, Rinnai is the only company Ive dealt with who is unable to supply a replacement indoor casing for a brand new air conditioner. If I cant get a replacement for my client I would not recommend buying a Rinnai product. The explanation I was given is it is not a high demand item . I would disagree as I have worked in far north Australia and it was not unusual to replace covers because of the climate and l had no problem from other brands. Be wary of a brand which does not offer a full range of spare parts.
If there was a half star option, I would rate Rinnai with just 1/2 a star
...and that's only because someone answered the phone. There must be something going on at Rinnai and their 'sister company' Gas Appliances because for the last 3 months no-one can tell us when the spare part will be installed. I get it, things take time but to call the customer service call centre about 20 times within the 3 months, and none of the information provided to them on the previous 19 occasions, has been entered into the system, is ridiculous. I've never encountered such poor service and lack of accountability, it's mind-boggling.
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.
Questions & Answers
I need a longer ventilation duct for the portable air conditioning. Where can I order it from you?
Hi Kristine, thanks for the question, replacement parts can be ordered from any supplier of Rinnai products however there is no extension for the exhaust duct. The maximum extension is 1.8 metres.
Hi, looking at all these reviews I am very nervous of how long it will now take to get my air con unit attended to with temperatures likely to soar into the 40s again...Is there any chance whatsoever that my case that I just logged can be attended to asap as a matter of urgency? We did our first service to our 2 year old unit just the other day using a qualified technician who told us we had a gas leak and it would be wise to contact Rinnai since it is still under warranty. So I did this today. I have two small kids and waiting for weeks to get the air con attended to is not an option. Please help! Happy to give you my details in private. Regards
We have sent a private message to discuss the matter further.
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
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