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:07/09/2024

  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.

  Eccotemp tankless water heater was purchased from Lowes on Oct. 30, 2023. After four months water heater stopped working. I have attempted contact with Eccotemp via telephone and email multiple times in regards to their warranty. Eccotemp has neglected to make any contact with me.

  Business Response

  Date: 07/12/2024

  We are sorry to hear that you are unhappy with your purchase. After reviewing our records, we were unable to find a support ticket under your name. Could it be possible that you reached out under a different name?
  We highly encourage you to visit support.eccotemp.com and live chat with one of our agents so we can provide the assistance you need. Your satisfaction is very important to us, and we are committed to ensuring you receive the help you deserve.
  Thank you for your understanding.

• Initial Complaint

  Date:07/08/2024

  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 purchased a 45HI NG Ecotemp water heater in 2022. I purchased the stainless steel vent piping within a week of purchase of water heater. The vent piping required cost more than the water heater. Unit was installed within 3 months of purchase when all materials arrived.
  
  Unit operated as expected for 2 years. Unit started losing hot water during showers throwing error code 2. The next shower would be fine, as this was intermittent. This went on and off for 6 months until finally this was starting to be always an issue. Several times we used the "reset" process identified in manual. This process only worked for one use at a time.
  
  After several months, the error code changed from E2 to E1. Discouraged with other people online having same issues, I contacted Ecotemp. Filed Support Request #**** and matched with support help. Support team member sent off a series of questions that appeared to be standard list that everyone gets regardless of their issue. I did my best with the answers completing most of them and sent pictures as requested. I was not able to provide a video of the problem as it occurred and the circumstances leading up to it (Not sue if I needed help if I had the video).
  
  The support tech emailed me back quickly commenting on my installation based on the pictures and picked on everything I did wrong, short of the choice of my wall color. They also focused on Error code E1 since that had to do with venting and the room for error in that process. They did not comment on Error code E2 because that would be electrical or system board issues. These would require answers as they are not connected to installation.
  
  I am frustrated that I have spent more time and money on this water heater above it's original cost due to the special pipe required by their outrageous warranty requirements. I feel I have been scammed and very disappointed by, what I feel, are stall tactics.
  
  I will be most likely removing this and installing a better brand.

  Business Response

  Date: 07/12/2024

  We are sorry to hear that your experience with us did not meet your expectations. We strive to provide a positive experience for all our customers, and you are no exception.
  Our team requests extensive photos and evidence to offer the best assistance possible remotely, as we do not have field technicians due to our business model. Instead, we focus on delivering high-end products supported by detailed manuals, live chat, appointment-based setup, and a 24/7 help page.
  We hope you will continue to work with our team to find a resolution. After a thorough investigation, we discovered that your installation may not have been ideal, which could have caused the issues you experienced. An improperly installed water heater may function temporarily but can eventually develop problems due to insufficient airflow or improper operation, leading to the errors you encountered.
  We highly encourage you to continue working with our support team to find a solution. No one should be without hot water, and we are dedicated to ensuring your satisfaction.
  Thank you for your understanding.

  Customer Answer

  Date: 07/15/2024

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

  When purchasing an ecotemp water heater, nothing is stated about the priotery duct work that must be purchased as well.  After purchasing this, the cost is much higher than many higher quality brands.

  The assumption of an appliance working close to the warranty time frame is expected. 

  This water heater has only worked for 3 years.  The issues they attempted to identify are not issues with incorrect installation. 

  I am buying their board for another $80 to try to get another couple years out of it before I throw it out and start fresh. 

  
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 08/05/2024

  We are sorry to hear that your experience with us did not meet your expectations. We strive to provide a positive experience for all our customers, and you are no exception.
  Our team requests extensive photos and evidence to offer the best assistance possible remotely, as we do not have field technicians due to our business model. Instead, we focus on delivering high-end products supported by detailed manuals, live chat, appointment-based setup, and a 24/7 help page.
  We hope you will continue to work with our team to find a resolution. After a thorough investigation, we discovered that your installation may not have been ideal, which could have caused the issues you experienced. An improperly installed water heater may function temporarily but can eventually develop problems due to insufficient airflow or improper operation, leading to the errors you encountered.
  We highly encourage you to continue working with our support team to find a solution. No one should be without hot water, and we are dedicated to ensuring your satisfaction.
  Thank you for your understanding.

• Initial Complaint

  Date:07/02/2024

  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 bought a camping trailer with an Eccotemp L5 water heater. The heater never worked. Does not ignite. The RV Dealer Service Dept (****'s RV, Twin Falls, ID) has been going back & forth with Eccotemp for 3 weeks now doing diagnostics, sending videos, etc. and the unit still doesnt work. This seems consistent with other reviews that note that they spend weeks going back & forth with no resolution. I'd like to get a replacement unit ASAP and send the defective unit back.

  Business Response

  Date: 07/12/2024

  Thank you for reaching out to us. After reviewing our records, we were unable to locate a support ticket from you requesting assistance.
  To proceed with troubleshooting under your product's warranty, please reach out to us and open a support ticket. This will allow us to better understand the issue you're experiencing and provide the necessary help.
  We are committed to ensuring all our customers have a wonderful experience with our products, including you. Please contact us to open a ticket, and we'll do our best to assist you.
  Thank you.

• Initial Complaint

  Date:06/24/2024

  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 purchased the I 12 eccotemp water heater, from eccotemp. After installation it made a high pitch sound, after many phone calls, emails, I got them to send me another one, it made the same noise. So I purchased a third one from another company that works fine. So I'm trying to get my money back, and they are telling me they can't refund my money.

  Business Response

  Date: 07/12/2024

  Thank you for reaching out to us. We understand your concerns regarding your water heater. Unfortunately, as your purchase was made over 9 months ago, it does not qualify for a refund according to our policy stated on our website.
  We apologize for any inconvenience this may cause. However, we encourage you to continue working with our technical support team through your product's warranty to find a resolution. Our team is dedicated to assisting you and ensuring your satisfaction with our product.
  Thank you for your understanding.

• Initial Complaint

  Date:05/08/2024

  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 purchased a eccotemp tankless water heater from ******************** in early April. We had previously used the same model for almost 10 years but needed replaced due to a leak inside the heater. Immediately after installing in the same fashion as the prior model the unit failed to work after the first attempt for around 6 hours and would then work one time but not again for 6 hours. I contacted the reseller who put me in contact with the customer service for eccotemp who from the start were slow to respond and are closed weekends. This unit was installed at a hunting camp 2 hours from me so I'm usually only there on weekends but took vacation on 2 separate occasions to wait to them to give me the most basic suggestions like is the propane connected or if batteries were installed properly. I went along with this for 3 weeks and asked several times for a refund and I would gladly send the product back because it's defective but each time was given a wild goose chase of a response to try and isolate the issue. I explained to them many times that we had already tried all of their suggestions and that we had experience with this heater before and could tell there was something mechanically wrong with it. They told me that unless I submitted video and photo evidence of each of the 10 to 15 things they told me to do they would not help me. Again I'm 2 hours from the camp and can't just go back and photograph everything I did and they're not available on weekends to help when I actually could do something in real time without waiting until Monday to hear back. The unit is defective and all I want is to send it back for a refund and they've treated me like I'm trying to trick them somehow. I have photos and the two email chains I've been on if needed I'll gladly provide. I've never seen a company so unwilling to take a rrtu6

  Business Response

  Date: 05/23/2024

  We sincerely apologize for any frustration you’ve
  experienced. We understand how disappointing it can be when things don’t go as
  expected, and we’re here to help.
  It appears there may be some confusion regarding the
  purchase process. Since this item was not purchased directly from us, the
  return and refund process is managed by Webstaurant. If your purchase falls
  within their return window, we recommend contacting them directly to initiate a
  return. They will be able to assist you with the refund and return of your
  item.
  If your purchase is outside of Webstaurant's return window,
  our team at Eccotemp is here to help with any warranty issues. We are committed
  to ensuring your product works properly, and we can assist with troubleshooting
  any problems you’re experiencing. To do so effectively, we will need some
  additional information, including photos, videos, proof of purchase, and the
  serial number of your product. This information will help us accurately
  diagnose and resolve the issue.
  While we don’t have specific details on Webstaurant’s return
  policies, we encourage you to reach out to them as soon as possible to discuss
  your return options. In the meantime, if you need any further assistance or
  have any questions about the warranty process, please don’t hesitate to contact
  us.
  Thank you for your understanding and patience. We are here
  to support you and ensure you have a positive experience with our products.

• Initial Complaint

  Date:04/29/2024

  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 purchased a water heater directly from the Eccotemp company. The invoice dated 5/11/2023. February 24, of this yr, I went to use unit & it spudded water everywhere! I had only used it the day before & it was fine. It had been less than a yr, since purchasing & there is a yr warranty. Feb. 27, 2024, I shipped the unit back to Eccotemp. Tracking shows delivered 3/6/24, @ 2:37pm. After a month, I contacted the company. For 2 weeks, I got emails asking me over & over, the tracking #, what was the issue with the unit, who I contacted, and different responses that didn't make any sense. I sent a copy of the invoice & request that my unit be replaced or repaired.
  I finally got frustrated and said enough. Either the company send me a replacement or my repaired unit within the week or I was going to contact the BBB & Secretary of State, to file a complaint.
  I have not yet received my unit, nor did I receive any further communication from the company. I have been very patient and actually have 2 other Eccotemp units in my house. I don't understand why this has been such a nightmare.
  All I want now is a new unit. I don't trust that they will fix my unit, or send me my unit - instead someone else's problem. I don't expect an upgrade, just a new, same style unit.
  Plus the $28.55 it cost me to send it to them.

  Business Response

  Date: 04/29/2024

  We deeply regret any inconvenience you may have encountered. However, we are unable to verify whether your item reached our warehouse as we have no record of its receipt. All returns for repair or refund must be accompanied by a Return Goods Authorization (RGA) number, which you did not receive for this transaction. As stated in our returns and shipping policy on our website, "All returns require an RGA number. Returns without an RGA number will not be accepted or refunded." We meticulously track returns using the RGA numbers provided to customers via support tickets. Since your return lacked proper approval, we cannot ascertain its arrival at our warehouse despite our thorough search efforts. We apologize once again for any inconvenience caused, but the necessity of RGA approval before sending items is crucial to our processes. If you are considering purchasing a new water heater, we would like to extend a significant discount to assist you. Please contact our support team to avail yourself of this offer. Thank you for your understanding.
  Sincerely,
  Team Eccotemp

• Initial Complaint

  Date:03/27/2024

  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 have an eccotemp hot water heater that has been installed for less then a year and is still under warranty. The unit started having many issues and does not stay running. I called a plumber and 800 later the plumber said the units need some parts and to contact the manufacturer for the warranty. I did this and since then The have been absolutely no help.
  
  I provided photos I tried to call and they do not except calls. The plumber has tried to contact them they will not respond. I have requested they call the plumber directly they will not do it.
  
  I asked if they could tell me what would cause the issue and they told me yes but not with out seeing a photo that I feel I had send. If the plumber was able to communicate with the provider they would have provided what ever they wanted. Bus since I can only communicate via email and they take hours to respond. I have had the plumber out 2 more times to try to provide what they are asking for. Eccotemp is making this impossible for me to use the warranty or even try to help me solve the issue with the unit.
  
  The parts in question are $54. I have spent a month with my hot water heater not working.
  
  I have now purchased the parts myself and will have the plumber come install them when I get them.
  
  I even tried to contact the CEO on ******** to get assistance. Still nothing.
  
  I would like the warranty on this item to reimburse me for the parts and the Plumber.
  
  I have attached the emails from eccotemp and all the receipts.

  Business Response

  Date: 04/15/2024

  Hello *******,
  
  My name is Tristina and I am the General Manager here at Eccotemp. First, I'd like to apologize for any inconvenience you've encountered while trying to resolve this issue. The support agent that was assisting you is no longer with the company. After reviewing your case, I believe that the issue can be easily resolved by replacing your flame sensor. This is a part that you can replace yourself. No need to call the plumber. It's the sensor that is marked with blue on the burner. I am going to get this part shipped out today for you at no cost and I will be providing a refund on the parts you previously purchased. I see that you opened a case in BBB. Unfortunately, we are unable to provide any funds for third party costs such as plumbers, technicians, etc. I do hope that our willingness to provide a refund on the parts and ship out the part you need will help change your experience with us here at Eccotemp.
  
  Thank you for the grace,
  Tristina
  General Manager
  Eccotemp

  Customer Answer

  Date: 04/25/2024

  Firing someone does not fix my issue. I have 6 people who live in my house. This was not an acceptable solution. I want a full refund of this unit so I can purchase a unit that has a better warranty and one that can hold up for more then 6 months. 

  The Rep Was also not fired because I have received another response from them

  I have about 30 messages with very little help The part they send will cost me again for the plumber to come back out and install it. 

  This has to be the worst experience ever!

  Business Response

  Date: 04/25/2024

  Hello *******,
  
  I assure you that the agent that was previously assisting you is no longer with the company. **** was his name. Your flame sensor was delivered and as I previously stated, it's an easy part to replace that does not require a plumber. The cost of the parts you previously purchased have been refunded. Please check your paypal account for the refund. Unfortunately, we are unable to provide a refund on an order that was purchased 3 years ago. This falls under warranty and is unable to be refunded at this point. Please try the part that we sent out to you. I see it was delivered on 4/19. I am sure that will fix the issue and if not, please follow up on your support ticket so that we can assist with having it sent in for inspection by our technicians. 
  
  Thank you for the grace,
  Tristina
  General Manager
  Eccotemp

• Initial Complaint

  Date:01/12/2024

  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 report ongoing problems with my Eccotemp EL22 water heater. After six months of use, the unit began requiring a higher flow rate (2.0 GPM) to operate, contrary to the specified 1.5 GPM for activation and 0.8 GPM for continued heating.
  
  Despite my efforts and communication with Eccotemp's customer service, the issue persists. To use hot water, I must simultaneously turn on the bathroom faucet and shower, deviating from the advertised performance.
  
  After complying with all requests and months of back-and-forth, an RMA was initiated, and the unit was sent for repair. However, the bench test only involved opening valves fully, and the unit was returned still malfunctioning. Eccotemp claims a grainy video as proof of functionality, ignoring that their own testing doesn't meet their own installation requirements or address my unique issue. You can see in my video I've taken of the unit isolated from any fixtures or filters with only enough pipe to feed into an open bucket here.
  ****************

  Customer Answer

  Date: 01/17/2024

  below is a direct quote from the manager Tistina S****, Acknowledging EccoTemp's minimal testing standards in house

  "...We do not test the water
  heaters in as you said "a real-life situation" as our setup does not
  allow for that. Every person's installation is different. The should all follow
  the requirements posted in the manual, but not every installation is the same,
  so we test our water
  heaters at the most basic form. If it works here, there's nothing wrong with
  the water heater itself. I do apologize, but we are unable to give you
  and diagnostic report as we don't have that for you. I can assure you that our
  technician tested the water heater for approximately 30 min at lower than 2GPM.
  There is no reason to replace any parts when the water heater works fine.I do apologize, but we are unable to give you and diagnostic report as we don't have that for you. I can assure you that our technician tested the water heater for approximately 30 min at lower than 2GPM. There is no reason to replace any parts when the water heater works fine. We take the cover off of every repair and inspect the inside to be sure nothing is damaged, but if there's not an issue, we don't replace parts or test further. At this point, it seems that it is not the water heater, it has something to do with the flow at your location. I recommend removing any aerators you have in your lines or any filters that may be slowing down the flow and not allowing the heater to operate lower than 2GPM..."

  See also attached picture provided by Eccotemp screen shot of the system working at 3.6gpm. This is from Eccotemp's own video, provided to me and referenced as the "proof" the system was comprehensively tested at under 2gpm. This response is also AFTER me providing the video of the isolated from any filters or restrictions

  Business Response

  Date: 01/26/2024

  Upon careful examination of the video you provided, it's evident that there's a restriction in the outflow from your water heater, leading to the reported issue. At our facility, the water heater performed flawlessly, indicating that the problem lies in the installation and usage method employed by the customer.
  It's important to note that the outgoing flow from the water heater should not be restricted. There's a built-in flow meter sensor designed to regulate flow based on incoming water temperature and desired output temperature. Any restriction imposed on the outflow disrupts this mechanism, resulting in errors.
  The video demonstration illustrates the customer inadvertently restricting the outflow, contrary to the intended installation guidelines. Our qualified technicians have thoroughly inspected and confirmed that the water heater functions as intended. The error persists due to the deviation from recommended usage practices.
  We're committed to assisting you in optimizing the usage of your water heater. Detailed instructions for proper installation and operation are outlined in the manual. Rest assured, our products undergo rigorous inspection and testing to ensure functionality. 
  Furthermore, we've provided video evidence demonstrating the water heater's seamless operation at lower flow rates. There's no necessity to impose restrictions on the outgoing flow, as the water heater incorporates mechanisms to manage this automatically.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:06/26/2023

  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.

  Purchased on December 3rd 2021
  The water heater has been throwing error codes and not heating the water. I have been in contact with the company over the last few months on the issues, They have sent me replacement parts and those were installed and still did not fix the issue. The company's solution now is for me to remove the water heater and send it to them for them to repair. They expect me to pay shipping there, a plumber to uninstall and reinstall the unit, as well as going up to 3 weeks without any kind of water heater. I asked about a loaner while mine is fixed and they do not have anything.
  I purchased the unit itself for $520 and the vent system was $230. I've asked them to simply refund my money for the unit and they refuse to.

  Business Response

  Date: 07/05/2023

  Our sincerest apologies for the circumstances you described about your experience with your Eccotemp 45HI and for the inconvenience that it may have caused.
  
  We understand that you would like a refund but used and opened products cannot be returned after 45 days (either for a direct refund or direct replacement).
  
  The next step after the replacement parts sent still failed to correct the problem, is to send the water heater in for inspection/repair. We are sorry if we didn't have a loaner back then when we offered the repair route. But we do have some now. Please continue to work with your ticket handler so we can push through with the repairs.
  
  We're looking forward to resolving this matter for you.
  

  Customer Answer

  Date: 07/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  they still expect to to pay a plumber to uninstall the current unit, install the loaner, and uninstall the loaner and re-install our unit. 
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:02/23/2023

  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.

  The item was ordered in April 02. Due to delay in remodeling, We didn’t install it until late September. Then early October, the water heater starts acting odd. It will change temperature drastically from hot to cold then hot. At first we tried to reach out to Lowes and they referred us to the manufacturer. It is still under warranty. The manufacturer has been very difficult to work with as we have email communication back and forth since Oct 2022. They made us shipping back the item on our own cost. We did. Sent it back in Jan 2023. They keeps on saying they have limited staff and unable to fix it yet. I’m out of water heater and no known date when they will fix it.

  Business Response

  Date: 02/28/2023

  Our sincerest apologies if the repair has taken too long. We have been communicating with our factory about this and have already come up with a solution but the part to address the issue with the water heater is not readily available from our warehouse.
  
  Our management has authorized replacing your water heater instead. We will be updating your ticket for the process.
  
  ~Team Eccotemp.