Complaints

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• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought the house from the builder, Burkkon construction on 9/8/22. A brand new Navien, tankless water heater had been installed by Burkkon. However, Burkkon negligently mis-installed the intake and exhaust pipe for the Navien. The mis-installation i.e. exhaust pipe should have been higher in height than the intake pipe but Burkkon had done the opposite which over time lead to the carbon residue out of the exhaust pipe to be absorbed in the intake pipe therefore corroding the Navien permanently from inside. It was horrific to know that a negligent error in construction was leading the carbon residue intended to be drained out to be redirected into our home. Details- Navien stopped working during the evening hours of 2/26/25 in sub-zero temperatures. Being an emergency, we called a 24-hour service, Roto-Rooter which had expertise with Navien. They visited early morning on 2/27 but did not understand the problem. As the equipment was in warranty we called ************* asked us to share pictures of the exhaust pipe. Navien said the error was in the original installation of pipes during construction. With frigid temperatures we needed hot water and as Roto Rooter confirmed to come out as soon as the replacement parts arrived. Their charges were$425/ hr for expert services. On Feb 27 we paid $425 for consultation and on Mar 5 the entire work was performed by Roto-Rooter including replacement of parts (3 hours) and ensuring the correct placement of pipes (2.5 hours). With a discount we ended up paying $2,229.75 in addition to $425 paid earlier for consultation. After all the repair was done and the actual cause of the corrosion was fully determined from bad construction, we wrote to Burkkon who had originally installed. We asked for a reimbursement of the labor cost of $2,654.75 which we understand are reasonable charges based on industry standards. No acknowledgement from ******* to date on their fault or the admittance of paying us back.

  

  Business Response

  Date: 03/21/2025

  Dear Priyanka & ******,
  RE: ***********************************
  We are sorry to hear about the issue with your Navien Tankless Water Heater. Unfortunately,
  this has become a known issue with units produced between 2020 and 2022.
  The unit in question was installed by our licensed plumber and was inspected and signed off by
  the local building inspector. Given the complexity of the system, including its numerous
  mechanical components, codes, and installation requirements, we rely on professional
  contractors to ensure proper installation according to manufacturer specifications and compliance
  with plumbing and gas codes.
  Had the unit been improperly installed, it would have voided the warranty. As mentioned, the
  issue you are experiencing is specific to the Navien units produced in that period, and we regret
  that you did not reach out to us directly for assistance. If you had contacted us, we could have
  resolved the issue under warranty.
  Regarding the repair, we understand that the cost of the work is significantly higher than a
  typical replacement of this unit. However, the price reflects the inclusion of a new Navien unit,
  installation, and necessary venting. Unfortunately, it appears that you contacted a subcontractor
  or company outside our network, which did not allow us to address the issue through our
  established channels.
  We also reached out to the local building department, and it appears no permit was filed for this
  replacement. Additionally, the replacement was not inspected by the plumbing/gas inspector.
  Once again, we sincerely regret that we were not given the opportunity to resolve the issue.
  Please dont hesitate to contact us in the future for any further assistance.
  Sincerely,
  
  Burkkon Design Build LLC