I contacted Kyle through the navien website for recommended service techs a couple years back. He wrongly diagnosed the problem as my gas line being undersized even though all manometer readings were within recommended range. I upgraded my gas line ($700) to meet his specs and had the same problem. Called him back, this time he replaced 2 sensors and the computer board. Parts were covered under warranty, but his two service fees were over $300.
- Approximate cost of services:
- $1,000.00
- Company Response
The original installer (not tankless experts) drastically undersized the gas line. 50'+ of 3/4". The maximum allowable pressure drop is 1"WC. Your pressure drop was over 2.5". any gas tech could see the obviousness of the original installers error. we passed on the recommendation from Navien, the manufacturer that they would not send out new parts until the correct gas pressure was delivered to the heater. The lack of gas pressure caused premature failure to the gas/ air pressure sensors and led to an incorrect fuel to air ratio. Even though the problems were caused by not following the manufacturers written instructions, navien still honoured the warranty and sent us out the affected components under warranty. We replaced the components, restored the hot water and charged $140. Perhaps you should contact the original installer and voice your concerns to them.
Regards,
kyle@TanklessExpertsinc.com