rinnai.com Reviews 

Worst company and support EVER! I bought a tankless water heater from Home Depot the end of January 2026 - it was professionally installed the beginning of February 2026. Problems started during the summer with error code 32. Plumber came out multiple times, cleaned the sensor - how bad can it be in four months...product has a 15-year warranty, you'd think it should last longer???
Getting this replaced under warranty is a joke. How many times does it need to fail before Rinnai takes responsibility and replaces their lemon. Plumber was out yesterday and I had hot water to wash the dishes. Get up this morning to take a shower and once again error code 32.

I'm not buying the Rinnai excuse that buildup is causing the problem. How much buildup can occur in less than 24 hours??!!

Just bought an ORBEK tankless hot water heater to replace my Rinnai RE140e which I got new with my house and had never worked right in the two years it managed to not be reliable.
1. Buying parts for a Rinnai is a joke
2. Customer support is a joke
3. Rinnai quality is crap
4. Rinnai writes about what a great product they deliver but they’re the only ones saying it
5. POS product

Keep away from rinnai tankless water heater! Warranty?? Sure! They make you contact a licensed plumber to replace the damaged item, but the licensed plumber charged $1400 just for labor.! Keep away from this guy's! Scam.!

Rinnai warranty means nothing apparently, Rinnai will only ship the replacement part to a licensed tech company who basically will charge you unreasonably for labor. In conclusion if you purchase the part yourself and hire the tech yourself it will be cheaper.

I have raised my concern to customer services and the feedback was very cold yeah whatever. Yet it's not the most reliable product in the marker, hence I don't see any advantage using Rinnai.

My Rinnai tankless was installed two years ago. Recently I discovered it was leaking and when my plumber opened it up, rust indicated it had been leaking for a long time. He FaceTimed with Rinnai and they provided a part that did not solve the problem. When my plumber again contacted them, their response was to send another replacement part. My plumber is convinced that this is a defective unit but Rinnai is insisting that we have a water quality test done which is absurd because my previous Rinaii tankless lasted 12 years. When I called to plead our case, the first Customer Service Rep put me on hold and never came back and the second said he would transfer me to their legal dept. and then disconnected me. Unfortunately, Rinnai’s tankless is the only one out there that can be installed in the space I have. It’s disgusting that a company that makes such a good product doesn’t stand by it.

Review of the Rinnai Sensei RXP 9 GPM 120V Residential Indoor Liquid Propane/Natural Gas Tankless Water Heater with Integrated Recirculation Pump
This is supposed to be a very high-end tankless water heater. Unfortunately, it seems that Rinnai's design engineers forgot one of the most important principles of engineering: KISS: Keep It Simple, Stupid.
Let me explain with an example.
Imagine a company introduces the world's most advanced toaster. It has no moving parts. You put your bread in the night before, and the toaster automatically starts at the appropriate time in the morning so your toast is ready for breakfast. It even has a sensor that detects whether bread is present, so it won't operate when there is nothing to toast.
You can program it to start at a specific time. If you normally eat breakfast at 7:15 a.m., you can have it start at 7:13.
But what if you don't eat breakfast at the same time every day and simply want to put the bread in and have the toaster start? The company tells you that, for this basic function, you need to purchase an additional controller, connect it to your phone, install an app, and start the toaster from the app.
You might reasonably ask: Why can't I just put the bread in and let the toaster's existing sensor start it?
That's the opposite of KISS.
Unfortunately, this is not far removed from what Rinnai has done with this otherwise sophisticated water heater.
The RXP has an integrated recirculation pump and sophisticated controls. If you take a shower at approximately the same time every day, its learning function can anticipate your habits and run the recirculation system before your expected shower time.
But what if your schedule isn't predictable?
In my experience, the unit will periodically activate recirculation even when you don't need hot water. With a crossover/thermal-bypass installation, this results in the system circulating hot water through the cold-water lines. You then end up with lukewarm water coming out of the cold faucet. The start-stop operation of the recirculation is also noticeable, enough to wake us up at night.
And here's the frustrating part: the Rinnai RXP already knows when water is flowing.
So why not provide a simple option that says: When the customer opens a hot-water faucet and water flow is detected for a few seconds, start the recirculation cycle?
That would be simple, logical, and would use hardware the unit already has.
Instead, if you don't want the automatic scheduling/learning behavior, Rinnai requires you to purchase an additional RF module, connect it to the water heater, install an app on your phone, and use the app to activate recirculation. Apparently, you can even tell Alexa to do it.
So, to perform something as simple as "I just opened the faucet and want hot water now," you may need an additional module, a phone app, or a voice assistant.
Why?
No KISS.
The RXP is a sophisticated and otherwise impressive water heater, but sophistication should not come at the expense of simple, intuitive operation.
My recommendation: Until Rinnai simplifies the recirculation controls and allows the existing water-flow sensing to trigger recirculation directly, I would think twice before buying this unit—especially if your hot-water usage is not on a predictable schedule.
Sometimes the best engineering solution isn't adding another feature, controller, app, or smart device.
Sometimes it's simply making the thing do what the customer reasonably expects it to do.

It was the worst decision to buy Rinnai tankless water heater this is the 3rd time in 4 years the heat exchanger leakage they fixed it twice now it has been 3 months no hot water i even submitted water test report for which I paid $96. Still no response. i have 6 years warranty left on this stupid product. I will never suggest anyone to buy Rinnai.

They need to have a ZERO rating. I have been without hot water for 10 days because Rinnai cnnot ship parts out overnight to the plumber doing my repair. The part is warantied but the delivery is by pony express. I asked the plumber if he can get the past at a local plumbing supply house but they do not carry Rinnai parts and they have to be shipped if a warranty item. The unit is only 2 years old and as soon as I get 5 years worth of it I will be removing the tankless and replacing it with a tank from a company that values it's customers, RINNAI SUCKS!!!!!!!!

I wish I would have seen this before I bought my Rinnai water heaters. I was cautioned against it by my plumber, but decided to do it anyways because it was the brand name, and because of all the options that I could use it through the app. The app works okay, but my problem with the water heater is after two and a half years of use, I'm lucky if I can have a shower that doesn't go cold in the middle of it for a couple of minutes, even with the recirculation feature ON.

Availability is pathetic. If they are so good why is it so hard to find a supplier.

We’ve had a new-build home with a Rinnai tankless water heater for three years, and we’ve had issues with it for the last two. Rinnai will not replace the unit without requiring a licensed plumber to be on the phone for hours troubleshooting, which means the homeowner ends up paying even more out of pocket just to prove the unit has a problem.

At this point, between service calls, plumber fees, and the amount of time wasted, you could end up paying the cost of two water heaters before they actually honor the warranty. The water heater has been unreliable, and the warranty process has been even worse. I would not recommend this product or the company’s warranty support.

The water heater is less than 5 years old, started leaking; got it “fixed” with replacement parts, broke again the same day.

Avoid Rinnai at all costs. Purchased a tankless water heater. Needed to install their mobile app on my phone in order to activate recirculating unit. Absolutely no way of getting to a function via the app that would connect my phone to the heater. Tried to get help via their chat system - it was down. Called their head office, phone menu option for support would not respond. I can’t even login to the app anymore as it no longer recognizes my password. I am going to ask my installer to replace with a traditional tank heater. Rinnai should fire their CIO immediately.

Rinnai customer service is the worst. The product might be good but the technicians are a mixed bag. I paid to replace my tankless that broke down after almost 10 years. The installer recommended this but I swear they didn't know that they're doing. I attempted to talk to customer service but their response was to call the installer. Between the installer and rinnai support they sucked. Like other reviewers mention the customer service side steps my requests then ends and deletes the chat. The business practice is not transparent. They might be an excellent Japanese engineering company. But the North American support and likely leadership is terrible. They do not care. To troubleshoot my issues I had to hire a third party who then told me I was sold a warranty return from another client. It was bad. My advice is to find a company with better customer support. These guys are terrible. To top it off I still don't know if my tankless works as intended as no one can tell me that constant recirculation is a feature of my model. I'm absolutely unhappy for what I paid. All around the entire experience has been abysmal. I'll stay away from them when this one breaks.

WARNING!!!
Do not do business from Rinnai. The tankless hot water heater I put in my new home never worked properly. Within a few months of moving in I spoke with Rinnai they gave me a new of a few professionals to come fix it. Which they did now Rinnai is not paying the bill and I am getting sued!! They do not back their products and you cannot speak to them about as you can only chat. When you ask for documentation from Rinnai they drop and delete the chat!!

They do not honor their warranties. After 3 years almost to the day ours broke. When we called they said it was because it froze. The tank has a freeze protection that will kick on at 4 degrees. So riddle me lowest we got in FL was 24 degrees so not even close to 4 degrees but even if we did if there is a freeze protection on it shouldn't it still work? They are refusing to honor the warranty because of this BS reason.

I am self employed and also HVAC installer. I don’t usually deal with Rinnai water heater but as you all know even if you troubleshoot the problem yourself I like to verify it with tech support. The guy I talked to thinks he invented world and tried to be smart with me just to get rid of me because it was Sunday and he had lot of calls. Very unprofessional and rude

If you want reliable hot water, run away from any of this companies products. Software updates will randomly knock out your recirculation so you have no hot water until customer support comes in on Monday. You can’t get anyone to talk to you outside of 9-5 m-f. And best of luck then.

If there was no star I would select it.
I had purchased Rinnai model RUR199iN along with RWM101 wifi controller and three motion sensors for activating the recycling feature. Couple of months after installation by Tankless Pros, the wifi controller got disconnected from the motion sensors. Even when the installer came to pair them again, they would disconnect after another couple of months of use. When I asked Rinnai to send me the new RWM200 controller they told me to "purchase it". As for the App that is supposed to work with these controllers, it never worked correctly. My advise is to stay away from Rinnai altogether.