Rinnai Australia

Our Rinnai B16 was heating the water then going cold within a few seconds. It was 5 years old and Rinnai Technician Graham Owen went above and beyond to get our unit up and running properly with no charge to us. We could not be more satisfied with his outstanding service. Show reply

I would give zero stars if it was an option. I rarely leave negative reviews, but my experience with Rinnai’s customer support has been extremely disappointing. Response times are almost non-existent — I’ve had to chase multiple times just to get basic updates. When I finally did receive a reply, the resolution offered was inadequate and didn’t… Read more

properly address the issue.

For a company with Rinnai’s reputation, I expected a far higher level of service and accountability. Unfortunately, the support experience has been frustrating from start to finish.

Based on this experience, I wouldn’t rely on their after-sales support and would think twice before purchasing again.

I purchased the system in March 2022. It is 1 x 315L stainless storage tank (10 year warranty) an 2 x SPB200 collectors (7 years warranty).I chose the SPB200 flat plate collectors because they are locally manufactured and supposedly are corrosion… Read more

resistant making them ideal for coastal locations. When investigating a wet streak down the roof I found that one panel has extensive corrosion but the leak appeared to be at the union joining the two panels. With the two panels side by side, it is clear that one panel is faulty and accumulates more condensation than the panel that isn't corroding. I contacted the supplier who informed me that it was a possible warranty situation and had logged a report with Rinnai. A few days later a plumber from a neighbouring town attended the site. (why not use a local plumber - possibly to ensure travel over the 40km stated in the warranty?). I was then billed by that plumber (after three site visits). Notation from Rinnai on the bill stated that Rinnai would not replace the faulty collector as it is not yet leaking. It is clear as daylight in the photos of the collectors, side by side, that one is ok and the other one is not. Rinnai have never contacted me and all assessments were visual only. Only 4 years into a 7 year warranty, and I am deeply disappointed. I would never recommend Rinnai to anyone.

The after service is a disgrace the air con brock in the time I have had it it hardly worked I will not recommend your product or the guys that sold it to me shop people have asked me and I said no don’t buy I have rung the company and they told me they don’t take calls

Technician was friendly, knowledgeable, polite, answered all my questions and arrived in the time frame given. We have had Rinnai servicing our cooling & heating for many years & they have been excellent.

System wouldn't start , needed a few parts that were changed approximately 3 years ago, serviceman came out and sorted issue., now up and running again. Then a email to rinnai stating my grievances re. their product and was offered a full refund for service and parts. Show reply

The motor for our Rinnai ducted gas heating stopped working, Rinnai warranty still applied and I had prompt and efficient service from them via Middletons in Colac. Top marks all round thank you. Show reply

Would give zero stars if I could. Don't buy a Rinnai if you live outside of metro areas in Melbourne. Our solar electric hot water service that was included with our newly built house has stopped working after not even 3 years of use. Contacted Rinnai to get someone out to repair it only to have to keep calling Rinnai to find out what was… Read more

happening then to be told they don't have any technicians that service our area! What?! So now 3 days with no hot water and counting and no resolution in sight. Don't buy Rinnai

Incredibly disappointed with quality of products and level of service. I would never buy a Rinnai product again. I have had over 6 service calls for faults and failure of equipment. Trying to get action to correct the problems was a lot of effort for little result. Good on Rinnai for allowing cheaper products to our shine your own.

Aircon unit, less than 3 years old not working. Reported 5 weeks ago and had three visits to fix it, (unsuccessfully) leaving my family without AC on a 42 degree day on the third visit. One week out from Christmas we requested an urgent and final assurance to fix or replace. 2 days out from Christmas and I get an automated reply from Rinnai… Read more

advising that the warehouse was shut and now no AC for a further 2 weeks whilst they all head off no doubt to have a nice comfortable and somewhat cool holiday. Merry Christmas Rinnai!

The Rinnai plumber agent was excellent. Went through the processes to find fault thoroughly. Did take a few calls to get through to Rinnai but that was the only issue, otherwise excellent service. Show reply

Alistair was an efficient, polite serviceman. His sense of humour was appreciated as too was his advice and his workmanship. It was a pleasant experience, couldn’t be more appreciative. Show reply

DO NOT BUY RINNAI ELECTRIC HOT WATER SYSTEM! Bought a hot water heater for the guest studio and it was sputtering and exploding hot water spray over everyone's faces when they turned the tap on (like an air lock, but worse) - but the guests didn't tell me about it until recently. THIS IS DANGEROUS, PEOPLE COULD BE BURNED! I immediately got the… Read more

plumber out , who called the wholesaler, who told us it was a bad batch sacrificial anodes and was under recall, but the consumer had to make the claim. Customers were apparently never told. WORST CUSTOMER SERVICE! All my fault because their warranty was only a year on that part, they would charge nearly $300 just to look at it, I was welcome to take it to Fair Trading, talked over me constantly, told me I didn't wait the 37 minutes and 2 calls to get through even though I was "first in queue" and I DID wait that long. Blamed the plumber "we are not responsible for installers" that I have used for years. Told me that the wholesaler had no knowledge, even though he sells many hundreds of units/year. Then demanded I accept the terms and conditions before they would even look at service, and I said only on condition that my consumer rights were maintained at which point she abruptly ended the call. At no stage was I rude. Believe me, it'll be well worth the small cost of taking this to Fair Trading, MUCH less than the cost of a new heater.

Just seemed a long time before it was replaced being a disability person being without hot water for two weeks didn’t help and still don’t understand why I had to pay for the plumber when I wasn’t at fault so hoping this hot water system lasts longer than 6 months like the last one still under warranty

Thank You, Rinnai! I was feeling really frustrated about a leak in my house, so I called Rinnai to check on a possible issue with our hot water system. To my surprise, they took action straight away, within an hour, a technician arrived, quickly identified the issue, and informed me that our product was still under warranty. Rinnai is going to… Read more ·  1

fix everything at no cost, and I’m honestly blown away by the level of service. Thank you, Rinnai , I have no words to express how grateful I am. Your service is truly outstanding. Highly recommended!

The Rinnai gas technician who came to fix my gas ducted heating was excellent. He let me know he was on his way and arrived exactly when he said he would. He was incredibly thorough and thoughtful about the job, taking care to do everything properly. He was friendly, professional, and—most importantly—he fixed the problem and the system is working beautifully again. I would highly recommend Rinnai, their products and their technicians. Show reply

My Solar assisted water heater unfortunately seemed to be losing the battle with winter. A call to Rinnai and Connekt Plumbing SA (yes spelt right) were sent to check it out. A fine leak from the tank which with the additional winter cold didn't evaporate and killed the heat control. The Connekt team were absolutely fabulous, and I soon had a… Read more ·  1

small emergency unit in place while the fault was investigated. From initial inspection to final repairs, I met 4 different of their team who were all professional but left with a full insight to what and why. In all complex situations it is hard always to get all the facts represented and I disputed their interpretation of the warranty and that my problem was from original manufacture. To their credit they carefully examined my response and accepted my claims given my unit had not been totally stripped to exactly verify the causes. I have always used Rinnai products and never before had to have a warranty claim so I can now verify that that part of their business is as good.

General services to Brivis ducted gas heating system were done in a very professional way. The service man Dane explained properly what he had done and what next. Show reply

Service man arrived at appoint time, was efficient, he made sure to take his boots off every time he left and re entered my home. Explained what he had done and showed me photos of the heating unit for any problems. Very happy overall with both serviceman and office staff who took my original call Show 2 replies

Apart from my initial phone call to Rinnai made at 8.00am on a weekday morning when I was on hold for 25 minutes continuously being told I was number one in the queue, the service I received from the technician was superb. A contractor to Rinnai, he was friendly, explained in detail what the problem was and the ways it could be fixed. When the… Read more ·  1

problem failed to be resolved on the first visit, he returned a week later with the necessary parts . His attention to detail discovered another unseen cause of the initial problem and this was quickly resolved.

Had a hot water system installed 4 years ago Tank has rusted already, called Rinnai and they said its under Warranty for unit 10 years and Warranty for labour for 3 years I have had it looked at by two plumbers who have said it’s faulty. The tank need to be replaced , they quoted $240 to look at the tank to see if it is warranty then and… Read more

extra fee for labour Which they could not provide for replacement

Faulty tank should be replaced at no cost

Don’t buy rinnai! Buy Rheem

We installed our Rinnai Solar Hot water system in 2019. In 2022 it was fully replaced under warannty. Now, in 2025, the tank has had to be replaced again. This time Rinnai would only cover the cost of the tank and we had to pay for labour. Considering our last Solar Hot Water system lasted 20 years in the exactly the same conditions, I am far… Read more

from impressed with the Rinnai product. However, their agents in our area were luckily very good to deal with.