Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  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.

  Eemax water heater tech support, misdiagnosed the tankless water heater. Sent the wrong part. Spent over an hour on the phone diagnosing the water heater again, bad control board and unit needing a flow regulator. Then they sent the wrong parts again. We have spent over two hours on 6 different phone calls and our customer hasn’t had hot water for over two weeks. Customer support constantly puts you on hold. We still don’t have the right parts and our customer still doesn’t have hot water.

  

  Business Response

  Date: 03/18/2025

  Hello *** ****. My name is Juan E*********, and I am the customer support team lead. I apologize for the experience you had with our customer support and the product. I will make sure to get this corrected and have the customer with hot water.

  What was the initial issue with the unit?

  Did you need a control board and flow regulator. or did you need different parts?

  Were the parts sent the wrong parts for the unit?

  Can photos of the parts sent be provided?

• Initial Complaint

  Date:02/27/2025

  Type:Product 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.

  I have tried calling the phone number provided on the packing slip and no one answers and the voice mailbox is full. I ordered the part because the technical service member provided the part number which she said matched my water heater. It does not fit. I called Eemax ###-###-#### and they transferred me to someone else who said we don't handle that and then they transferred me back to the tech support. They are giving me the run around. I went to the Eemax website and filled out the form and I still haven't heard anything back from them.

  

  Business Response

  Date: 03/03/2025

  Good morning ******,

  We sincerely apologize for sending out the incorrect part. We will place an order for the correct part and make sure to expedite it. We will also issue a refund for the original order. Our direct number to customer support is ###-###-####. The ###-###-#### phone number is for ***** TANKLESS GAS heaters which is a different department. 

• Initial Complaint

  Date:02/11/2025

  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.

  I am writing to file a formal complaint regarding a significant issue with my ***** tankless water heater, which has been persistently malfunctioning since the purchase of my new construction home in 2023. Despite numerous attempts by certified plumbers to diagnose and repair the unit, it continues to fail, leaving me without reliable hot water.
  
  Here are the key details of my situation:
  
  Purchase and Issue Identification: The ***** tankless water heater was installed as part of the original construction of my home in 2023. Shortly after moving in, it became evident that the unit was not functioning correctly, failing to consistently provide hot water.
  
  Service and Documentation: Multiple certified plumbers have visited my residence to assess the water heater's performance. They have conducted various readings and maintenance procedures, documenting the persistent issues with the unit's operation.
  
  Manufacturer Warranty: Pursuant to *****'s warranty policy, the "Simply Not Working" provision should cover replacement of the water heater due to its continuous malfunctioning. Despite formal requests, including communications from ***** certified plumbers on my behalf, ***** has refused to honor the warranty and replace the defective unit.
  Legal Basis: According to the ************* Warranty Act *** **** **** * **** ** seq.), a manufacturer is obligated to fulfill the terms of its warranty when a product, like my water heater, fails to perform as expected within the warranty period. *****'s persistent refusal to replace the malfunctioning water heater is in direct violation of this federal law.
  
  Request for Action: I am requesting the Better Business Bureau's intervention to compel ***** to honor their warranty obligations and replace my faulty tankless water heater immediately. The prolonged inconvenience and financial burden caused by this defect warrant prompt resolution under federal consumer protection laws.

  

  Business Response

  Date: 02/25/2025

  Hello Mr. *****, it seems like an order for a replacement unit has already been processed.

• Initial Complaint

  Date:08/29/2024

  Type:Product 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.

  I had an eemax ******* installed July 9 of 2023, on August 15 2024, the control board died. I called their support line, which is only open during 8am - 5pm four times over 24 hours before reaching anyone. I finally spoke to a woman who then said she would email me and PDF to help me figure it out, and that my warranty had expired, on July 9 2024. Almost like they know its going to break and hide when you seek them out. I've been without hot water for 2 weeks, and had to order the parts from a 3rd party, because eemax is out of stock.

  

  Business Response

  Date: 08/29/2024

  Hello *** *********, my name is Juan E*********, and I am the customer experience team lead. I would like to provide some assistance and as a one-time courtesy send you a control board for the inconvenience. I do see that you called twice this month, once on 8/19 and the other time on 8/20. I was able to listen to both calls and I do believe that we could have provided a bit more assistance. I will be processing an order to send out a new control board. If you have any other questions or concerns, please feel free to contact me at ***********************.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  As a reply to the response from Mr. E*********, at Eemax:

  I want to thank you very much for the very! quick response to our concern! In your response, you mentioned that there is a leak. I agree, otherwise, we would not see the red streaks along the top. But what could have caused this leak? We believe it is material failure, as our friends do not have this issue. What does your technical department say? We really like the product and do not want this type of issue to happen again. Is there something we should/could have done? What caused the leak?

  You asked what time we called: we called Monday, Nov. 13th. The first call to open the ticket was around 1 p.m.. I received the e-mail asking to send in the photos at 12:56 p.m. After responding to that mail, and receiving a first response that the part will need to be replaced, I called back about 30 minutes later. I called from ###-###-####. I called to find out how it would be managed to receive and replace the part (we would not even know how to get the current one off). That was when we were told, that corrosion nulls the warranty. This we could not understand, as we do not know how we could have prevented this corrosion. It was on a part that we did not touch during the installation.

  We thank you again for your reply and look forward to receiving the replacement heater.

  Kind regards,

  ***** *****

  
  Case number and the order number for the replacement unit: CASE # ******** ORDER # ************

   

  

  Business Response

  Date: 11/15/2023

  Hello *****,

  My name is Juan E********* and I am the Customer Experience team lead. I want to apologize for the inconvenience you have had with our product and with our customer support representative. I took a look at the photo provided and it clearly shows corrosion, which will only happen in that area if there is water contact/leak. I will be issuing a new replacement unit. Do you happen to remember who you spoke with when your call was disconnected? Do you recall the date you called in and what phone number did you call in from? I would like to find the interaction listen to the conversation that was had.

  Here is the case number and the order number for the replacement unit: CASE # ******** ORDER # ************

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  The refund has been received.
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 05/24/2023

  Good day Mr. *********. We apologize for not releasing the refund when the original unit was received. On April 3rd we went through a systems change and your original return was procossed in the old system (********), by the time we received the unit it was April 5th according to ****, therefore the return in the system was overlooked once we implemented the new system (******). I have reached out to the finance department and they are processing the return. The refund should reflect your account within 3-5 business days. If there are any questions or concerns, please feel free to contact our custromer support department at ###-###-#### and provide the following case number ********. Thank you. 

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Email suggests 7 days ago Juan was going to expedite a replacement water heater. While I received an order # no one can tell me a tracking number and it hasn't been received. I've emailed Juan 2 times and have called customer service and put on hold again for over an hour.  Not having hot water in a home is unacceptable and this company has very poor customer service. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 05/04/2023

  Good day Mrs.******. My name is Juan E********* and I'm the customer experience team lead. I do apologize for the lack of support and assistance you have recevied from our behalf. I would like to assist you and get this matter resolved as quickly as possible. Yes, if you can forward me all of the emails that you have sent in to our department, that will be great. My direct email address is **************************

  In the meantime, I will be glad to put in the order and expedite you a brand new unit, if you would like to move forward with this option. I will just need your approval. If you are still wanting a refund, you will have to go to the place of purchase for that sort of transaction. Once again, I do apologize for the lack of support and assistance. Have a great day!

  

  Business Response

  Date: 05/11/2023

  We do apologize. The order was placed on 5/4/23, but there was a back order on this unit, which is no excuse and should have been relayed to you in a timely manner. The unit did ship out and it seems to have been delivered this morning by *****. Attached you will find a photo taken by ***** of the delivery & location. You will also find attached, the order information with the address blacked-out for privacy purposes.

  Customer Answer

  Date: 05/11/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service 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.

  Eemax does not support its product of residential on demand electrical hot water heaters. They have a phone number to call for product support. You leave your name, phone number, and product information. They say they will return your call with in 24 hours. I have called in 4 times now. I have yet to receive a phone call from their support division.

  

  Business Response

  Date: 04/11/2023

  Good day Mr. ******. We apologize for the inconvenience and the lack of support. An Eemax representative will be contacting within the next hour. If any questions or cocnerns, you may also contact Eemax via email at ***********************. Thank you.

• Initial Complaint

  Date:03/13/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I provided almost thirty days and had over twelve interactions with your customer service team (including two different supervisors) who refused to honor the warranty. After nearly thirty days, because I have a mother living with me in her 80s, I went and had a new unit installed. I should not have had to go longer without hot water and had twelve more rejections of my claim before the company honoring the warranty. The company violated the warranty by wrongfully refusing it each of the twelve times it rejected my claim. So at this point, the company may either send me a brand new unit and I'll just resell it, or else compensate me for the cost of the unit. That is my compromise. Again, your company breached its warranty agreement with me over and over and over by illegally refusing my claim on the false claim that I didn't mail in my warranty card when federal law prohibits it. 
  
  
  
  Sincerely,
  
  
  
  ***** ********they blocked me. I spoke with supervisors. The supervisor wanted an Ohms reading. I provided it, showing that the unit had malfunctioned. They still refuse to honor the warranty, call back to discuss it with me. Every time I call, they say they need something else. I provide it and then they go back to that I didn't send in the warranty card. I then reference federal law and reference my receipt and then they don't speak to me. I spent almost four weeks with no hot water while I sought to have them handle this issue. At first I wanted a replacement and cost of service. However, after almost four weeks I had to put in another unit and pay for that and the service myself. I want refund for the unit and service to the unit. They breached their warranty, which is a contract. Their practice of refusing to honor the warranty is blatantly illegal.

  

  Business Response

  Date: 03/14/2023

  Hello Mrs. ********. My name is Juan E******** and I am the customer experience department team lead. I would like to first apologize for any and all of the incomvenience you experienced with your water heater and with our customer experience department. We appreciate your time and appreciate you for being a valued customer! 

   

  I reviewed your case and I understand that you are wanting to be refunded for your original water heater, as you have already purchased a new water heater and had it installed. A refund from our company is not an option as our company did not have a direct transaction with you for the purchase of your water heater. You may try contacting or visiting the place of purchase of your water heater and request a refund directly from them. As for our company, we will only be able to issue you a brand new replacement water heater at the moment. If you have any questions or any cocnerns, please feel free to contact our customer experience team at ###-###-#### and provide the following case nmber ********. Thank you!

  

  Business Response

  Date: 03/15/2023

  Hello Mrs. ********, as our company stated in the previous repsonse to your original complaint, our company is willing to issue you a brand new replacement water heater. Please contact our customer expereience team at ###-###-#### as further information will be needed from your part and please provide the following case number ******** and an agent will be able to process the order for the brand new replacement water heater. Thank you!