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:02/10/2023

  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.

  I created a ticket #****** with Eccotemp Systems LLC located in Summerville SC on 01-27-2023 for an L5 water heater I bought at **** ***** on 08-12-2022. This product comes with a 1 year warranty.
  It has stopped heating water properly. The customer service has been less than helpful in the 2+ weeks seeking resolution for repairs to the unit.
  John(who handles my ticket) has missed 2 scheduled appointments for a phone call with me to resolve. 4 days ago I started a chat with Phillip who dropped the chat mid conversation. I started a second chat and got back with Phillip.
  Today 02-09-2023 I spoke with Joy after the second missed scheduled appointment. I told her I do not have a missed call or a voice mail from John. She stated(after a 17 minute hold) John will call me tomorrow 02-10-2023 at 10:00AM EST. I also informed Joy as of today I am no longer able to login to my account and unable to reset my password. She was not willing to assist me to resolve this issue. I still do not have access to my account that shows the records of weeks of communications with John and multiple attachments sent per his request.
  
  I will update this complaint following whatever transpires tomorrow.
  
  I request one of 3 resolutions:
  
  1. repairs made to faulty unit under warranty.
  2. mail a replacement unit in good condition.
  3. Refund my full purchase price as shown on attachments sent the BBB and Eccotemp.
  
  Thank you for your assistance BBB
  
  ***** ******
  cell ************
  *****@protonmail.com
  **** ******* ***
  Wadmalaw Island SC
  29487-7082

  Business Response

  Date: 02/10/2023

  Hello *****, 
  
  We are sincerely sorry to hear that you have had such a negative experience with our product and service. Eccotemp is dedicated to providing excellent customer service and product experience. We strive for 100% satisfaction with every appointment.
  
  To ensure that is reflected, our calls are all recorded and documented. Upon reviewing, your ticket handler has indeed attempted calling you several times on the numbers you have provided and even left a voicemail.
  
  We apologize for anything that has made you upset about this matter. We understand that you are requesting a full refund and a water heater replacement. However, after 45 days from purchase, any used water heaters can no longer be returned either for a direct refund or direct replacement.
  
  Our technical support team are trained and certified by Eccotemp to handle/resolve your water heater concerns. Following the warranty guidelines, they are to determine whether to get your water heater in for service or to send you replacement parts.
  
  We see that your case has already been escalated to our manager. Please allow the call to transpire to discuss your options.
  
  ~Team Eccotemp.

• Initial Complaint

  Date:02/09/2023

  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.

  We bought a new home in July 2020 and by November our Eccotemp 45H stopped working. We contacted our builder who came over and cleaned the pins and it began to work. The following Jan 2021 it once again stopped working. We did trouble shooting with Eccotemp and could not get to to work. We contacted three different plumbers until we were able to find one who would even work on the brand of tankless water heaters. We were told it needed to be replaced and several issues were noted that should have been a manufactures warranty issue. New parts were ordered and over the next year we have had 3 plumbers come out to fix this water heater. It has completely shut down now and even with cleaning and resetting it will not work at all. We called Eccotemp over a week ago and have two appointments scheduled with no call back or email . When we call in today for a failed call back we are told they tried to contact us, This is totally false as we have caller ID. Now we are told another call will come tomorrow, and I can tell you we do not believe this will happen.
  There is NO number to call for customer complaints and we know why because that is, “this company would would spend their entire day taking complaints.” DO NOT PURCHASE and Eccotemp product. They are trash and their customer service is non existent!

  Business Response

  Date: 02/10/2023

  Hello ***,
  
  Our sincerest apologies for any inconvenience that you have experienced regarding the issues with your Eccotemp product. We see that one of our managers has already reached out to you and you were provided options for resolving the water heater concerns. Please stay in contact with us through your Help Desk ticket.
  
  ~Team Eccotemp

• Initial Complaint

  Date:02/06/2023

  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.

  Very disappointment with the Ecotemp 45 HI/NG tankless hot water heater which was purchased on July 30,2020. The unit has had nothing but problems since April of 2021 we keep getting Code E1 (natural gas code) we have tried contacting Ecotemp several times, by phone and email which took over 2 months to even get a reply, finally when they did contact us back we were told to try and replaced several parts, in which we did. Don’t know how many parts need to be replaced for the tank might actually work for more than a week. We have replaced the flame sensor, updated computer board (original one was an old computer board that was from 2017), over temp sensor, flow meter, outlet water temp sensor. We have tried everything even had our gas company out to see if it was our gas line or gas flow to the tank but it wasn’t either. I would not recommend to anyone looking to buy an Ecotemp to do so. They are horrible products backed by horrible customer service.

  Business Response

  Date: 02/10/2023

  Hello *****,
  
  We are sincerely sorry for the issues that you have experienced with your Eccotemp product. We understand that you would like a refund but used or opened products cannot be returned after 45 days (either for a direct refund or direct replacement). For replacement parts, we only approve for refunds if they are still within the 30-day period from the date of purchase.
  
  Again, we sincerely apologize for any inconvenience this has caused but we'd be happy to assist you and provide support for your product. Please open a ticket through our Help Desk.
  
  ~Team Eccotemp

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  This is not a reasonably response, your product was less than a year old when it started experiencing problems. Most companies back there product it just goes to show what kind of compny you have.

  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 02/13/2023

  Hello *****.
  
  We have one ticket regarding your water heater issue, which was opened last Aug 22, 2021, from an email that we received from your plumber. This was completed/closed last September 6th of the same year.
  
  If you continue to have issues with your water heater, we would like to look into it further. So, we created a new ticket. Please check your email inbox and provide the information that we requested. We'll be waiting and are very eager to help.
  
  ~Team Eccotemp

• Initial Complaint

  Date:12/14/2022

  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.

  Their products are poorly designed and their customer/tech support is horrible. They make it very difficult to even speak to a support person. We purchased a whole-house heater; it didn't work properly from the start and the tech support people are totally clueless and incompetent. The unit is clearly defective but they continue to offer repair suggestions which don't even apply to the unit's problem. When I asked, repeatedly, for a warranty replacement, I was refused. They won't honor their product warranty.

  Business Response

  Date: 12/21/2022

  We are sorry to learn about your complaints regarding our product and service.
  
  Our Eccotemp tankless water heaters are designed to operate efficiently under certain specifications. Initially, we have determined that you are using improper venting materials for your water heater that is highly likely to have caused the issue in your water heater.
  
  Please note that improper venting materials can cause acidic condensation that will inevitably drip back into the heater, causing damage to the heat exchanger (oxidation/premature corrosion, etc). It can also cause the water heater to work more than it normally should, thus, affects the internal electrical parts in the long run (sensors, software, etc.).
  
  We are very sorry for any frustration this may bring, but we follow our installation policies very closely for safety and certification standards put in place by safety codes.
  
  We are always happy helping our customers especially with warranty claims. Our Warranty Team have Certified Eccotemp Technicians who determine whether to get your water heater in for service or to send you replacement parts or replace your water heater. At this point, they determined replacing a part to address the issue. We concur with our Warranty Team's decision.
  
  The USPS tracking number ********************** shows that the flame sensor we have sent has been delivered to the receiver's mailbox yesterday. Please let us know the result. Should you continue to experience product issues, please respond to your ticket so it will be reopened.

  Customer Answer

  Date: 12/21/2022

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

  It's all meaningless posturing and shows a complete lack of knowledge of engineering, physics, chemistry, and mechanical installation methods. I am a trained engineer; and my contractor is a certified installer of tankless heaters from three high-end companies.

  The venting has nothing to do with the heater's problem; that reason is being used as an excuse to avoid honoring their warranty. In our installation configuration, it's totally impossible for any heat to be trapped or water condensed to affect the heater. The laws of physics apply in the case of this heater, as well as everywhere else in the universe. However, we did replace the vent with a stainless steel one but the problem remains.

  They did ship a flame sensor so we will try that solution. But the service call costs to repair a NEW unit have now outstripped the unit's initial cost.

  This company does not honor their warranties.
  
  
  
  Sincerely,
  
  
  
  * ***

  Business Response

  Date: 12/28/2022

  Dear valued customer, 

  Please note that we do honor our manufacturer warranty as stipulated by Eccotemp. You have been advised of the problems that may arise due to the improper venting (as verified through the rigorous testing of our water heaters through the years). This generally voids the warranty because it definitely would have affected the integrity of the operation of the water heater as a whole.

  In an effort to assist you further, our management team has considered reinstating the warranty if the venting will be changed to the recommended material, irregardless of the long-term effect of use of the improper venting you installed, which has already compromised the unit.

  Please update us with the result of replacing the flame sensor in your Eccotemp HelpDesk Ticket.
  
  Best Regards,
  Team Eccotemp

• Initial Complaint

  Date:09/23/2022

  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.

  May 2022 called Eccotemp because I was having a problem with the hot water tank I purchased from them they gave me several things to try but nothing worked so they said let them call me back they would check on something. No call back on June 15th at 3:25 emailed them asking if I could get a replacement since no one called me back no reply. On June 22 6:53 called the said they were busy could not assist me to call back. June 28th text them again to see what was going on they wanted a video of tank shutting off and coming on so they could assess the tank I did that next day and sent the video at 7:13 pm. On June 29 emailed them to see whats next they said that the video was being reviewed by their support team I ask if they would loan me a tank they said yes but you have to put up a 380.00 deposit which you will get back when we return your unit. I paid the 380.00 next day got the loaner tank.On August 3rd at 12:16 fedex arrived with a box the box was crushed opened in several spots so i told the delivery man I wanted to open the box before he left I did and the unit was busted the metal was crushed so I taped it back up and told the driver to return it. I then emailed the company and explained about the box and unit and told them I wanted my money back on the loaner and I would return it. August 11th I got an email and it said they have to forward to senior support to see what the next course of action is they are not sure if they will return my money for the loaner. I have tried to call, and email several times since then and no response. I was emailing a man named Mel that all I know and I want my 380.00 returned so I can go somewhere else and buy me a working tank. As this loaner tank is doing the same thing as my old tank but they keep saying they don't know what they are going to do yet.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/28) */
  We are very sorry to learn about the situation that caused you to write a BBB complaint. We have been working with our management team regarding your repaired Eccotemp i12-NG Tankless water heater, which you sent back to us due to the damage that was caused by the shipping handling. Please note that prior to sending it back, we ensure that we take photos of the water heater so we have proper documentation as to the condition of the water heater before shipping it back to you.
  
  Upon reviewing your requests with your ticket handler, we've learnt that the card you used in processing the loaner fee is no longer active. We have raised this to our management team on what your options are. Once we have further information, we'll update your ticket from our Help Desk.
  
  
  Consumer Response /* (2000, 12, 2022/10/04) */
  Thank you so much for your help in this matter it has been completely resolved with great appreciation for your help.
  Again thank you so much
  Sincerely
  ***** *******

• Initial Complaint

  Date:08/29/2022

  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.

  This company sold a defective product and will not make it right. i purchased an eccotemp tankless water heater from Lowes in December 2021. By The next month, it had already gone out. Instead of trying to rectify their defective product, they sent me a list of troubleshooting that only a plumber could do. They then asked me to have it removed and sent back to them. I would have to rent another one from them for an additional $850. After over a month of having the defective product back and several calls and emails, they finally told me that the product was trash. They could not return my money and said that it was Lowes's responsibility. They won't take my call or return my calls intentionally. This company is trash. How are you making products that are no good and then not thinking anything of consumers that have paid so much money for this? You're heartless. I wish that I could give this company zero stars.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/09/01) */
  We are sincerely sorry for the issues that you have experienced with your Eccotemp tankless water heater. We understand that you would like a full refund, but as to what you have discussed with one of our managers - any used or opened products cannot be returned after 45 days (either for a direct refund or a direct replacement), per Eccotemp's policy. And that your Eccotemp tankless water heater now falls under the 5-year manufacturer's warranty for part/s replacement or repair/s as necessary.
  
  However, it has been determined by our warehouse senior technician that your Eccotemp tankless water heater is beyond repair. So our management has approved replacing it, in which according to the tracking information, has already been delivered to you last August 31st. With this, as the manufacturer, we have fulfilled our obligation in terms of the Eccotemp warranty provisions.
  
  
  Consumer Response /* (3000, 7, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The equipment was faulty from the beginning that's why It was beyond repair. I payed over $850 for this equipment and an additional $850 for my plumber to install it. If I had read the reviews on the company and the products that you make, I would never have purchased this water heater. I had to pay my plumber $250 each time you all told me to troubleshoot. You all told me to send it back and rent another heater for $850 plus another $609 from my plumber to reinstall/install. In the meantime, my children and I are having to turn the heater off and on in 1 minute increments just to get a semi warm shower for over a month. You all new this because I kept calling and telling you what we were dealing with. All of this was still under the 90 days from installation. It's funny that you all give 90 days because you know that that's probably as long as it might semi work. I finally had my plumber install a new gallon heater after I purchased from ***** again. This was an additional $1250. After months of calling and complaining, you finally responded to let me know that your water heater was indeed the piece of junk that so many people have complained about. It's late August, I finally get an open box water heater that I can do nothing with but sit in my garage. I feel guilty trying to sell this junk to any innocent person knowing that they will probably deal with the same issues. I wasted so much money, made so many calls and cried so many tears because of this horrible experience. I never got an apology or sympathetic gesture. Your company could care less about consumers.
  
  
  Business Response /* (4000, 9, 2022/09/07) */
  We sincerely hope that you understand our position in your situation. We value each one of our customers and make every effort to treat each one fairly. Closely following our policy/program guidelines is the only way to accomplish this.
  
  We are very sorry if your experience with our products and service has fallen short of your expectations. Nevertheless, we appreciate your feedback.
  
  Should you have any issues or concerns with your replacement water heater, do not hesitate to contact us back through our Eccotemp Help Desk. We're always happy to help!

• Initial Complaint

  Date:08/25/2022

  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.

  Ticket # XXXXXX ordered Eccotemp water heater and just had installed and leaks plumber found a factory defect on the copper tube heating element took it down and emailed eccotemp would get responses at 3 am always asking for more and more photos we sent multiple we just received a solution of we pay to ship it back we pay a big almost $300 deposit they may or may not fix it than i pay shipping for mine back and than pay another plumbing bill. Had a plumber look at the defect my cost again and he said it would be a big process to fix over 1000 dollars its on the copper heating tube there would be no guarantees i feel completely ripped off The solution could be send me a new one and i send the old one back but no

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/25) */
  We are sorry to learn about the issue that you are having with your Eccotemp i12-LP. We understand that you would like a direct replacement, but as per our Eccotemp Return Policy, used or opened products cannot be returned after 45 days (either for a refund or a direct replacement). Also, after 45 days, customers are responsible for all shipping related costs (i.e. for sending back the water heater for repair, etc.).
  
  We value each one of our customers and make every effort to treat each one fairly. Closely following our policy/guidelines is the only way to accomplish this.
  
  You may update us with your Eccotemp Help Desk ticket so it can be re-opened and so we can work together towards the resolution of your water heater's concern.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a never used water heater due to project taking so long was just opened and factory defect that was verified by plumbers (plural) this part should be absolutely under warranty. I DO NOT WANT A REPAIRED PRODUCT!I want my product replaced please. I opened multiple photos on my ticket and after weeks you still would ask for more and more to have me hopefully give up.I do not want to go through this again. I have no problems sending mine back but i do not want a repaired unit. It can not be repaired and not blow up on us. honor your customer service and have someone actually call me and not at 4am. P.S. Do you know how much it costs for shipping back and forth? I do and its half the cost of the unit.Companys that get away with this and plan on the consumer giving up are not right. I stand by my complaint.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  As much as we would like to grant your request, we have policies that Eccotemp put into place, which we need to follow or strictly adhere to regarding our warranties.
  
  As previously advised; since your water heater is beyond 45 days, we are unable to provide a direct replacement. Your water heater now falls under the 2-year manufacturer's warranty for part/s replacement or repair/s as necessary. Upon inspection and our factory-trained and certified technicians verified that the issue is a manufacturer's defect or something that is irreparable, then we can considering replacing it.
  
  Also, you will only be covering for the shipping fee when sending it back to us. Shipping fees for sending back our customer's repaired or replacement water heaters under the manufacturer's warranty will be covered by Eccotemp.
  
  So we can get this going, please update us with your Eccotemp Help Desk ticket. We're always happy to help.

• Initial Complaint

  Date:08/18/2022

  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.

  I bought a water heater unit in February of 2021 and in December of 2021 the unit had a melt down and we had to send it in for repairs in the middle of winter. It took for ever to get any responses from any one. They finally sent us a replacement in February of 2022 on April 1 of 2022 we had issues with the new unit and it took 2 weeks to get help and another week to get the part to fix it. Now the end of July 2022 the unit has gone down again. We have been trying to get ahold of the company with no success I will get a scheduled call talk to someone they will do a few things and say we will call you back tomorrow and I wait 2 days no response. I'm getting tired of not having hot water for my wife kids and my self. This company never gets back with you and you have to call and make a appointment to talk to anyone. I have been try to get ahold of a manager for weeks. I have pictures on my computer of all of the emails ect I can submit when I get home this evening 8-18-22

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 8, 2022/08/24) */
  We are very sorry to learn of the issue that you are experiencing with your replacement water heater. We have sent an attachment of the return shipping label in your ticket from our Help Desk so you can send your water heater back for further inspection.
  
  However, we've noticed from the photos that you sent that the small lever in front of the water inlet is positioned to the left, which restricts water going into the system. That is most likely what is causing the E3 code. This was also asked by your ticket handler repeatedly in the emails with no confirmation from you.
  
  Please make sure that lever is positioned all the way to the "+" side (right). This will open or increase the water flow going in to the water heater.
  
  Please let us know the results by updating us through your Eccotemp Help Desk ticket.
  
  Consumer Response /* (3000, 15, 2022/10/11) */
  I purchased a water heater unit in March of 2021 by December it had failed and I had to send the unit back. In February they finally replaced it with a new unit. 2 months later the unit failed again. They sent the part to fix it it worked until July. I contacted them again after weeks of trying I got a hold of some one. They told me 3 days to a week and I would have my unit back. They received the unit August 25th and I haven't heard anything back yet every time I contact them it we are working on it. My family and I have been with out hot water since July 30th of 2022. I have a bunch of emails I can forward if I need to
  
  
  Business Response /* (4000, 17, 2022/10/14) */
  Our sincerest apologies for the delay in the repair results. Our repair team has attempted to duplicate the concerns on your water heater multiple times, trying various situations to have the E3 come up but it didn't. The water heater was working within Eccotemp specifications. However, for your satisfaction, our management has authorized to replace your water heater one last time.
  
  We also noted that you did not change the venting setup. The improper venting most likely is causing the same issue on the heater. Please note that the 2.5" venting that came with the unit is meant for a horizontal setup. Installation procedures must be followed as indicated in the owner's manual. If you are venting the Eccotemp i12 vertically, then you'll need to upgrade to a 3" Vertical Vent Kit (Stainless Steel of Category III) that comes with a 2.5" to 3" adapter.
  
  For further information regarding properly venting your Eccotemp i12, please contact us back through our Eccotemp Help Desk. We're always happy to help!

• Initial Complaint

  Date:07/25/2022

  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 an Eccotemp 45 IH NG tankless water heater in December of 2021. The unit was not installed for 3 weeks later as Eccotemp was unable to supply the necessary vent components. In June 2022 the unit started shutting down after a few minutes of use and displaying an E1 code. Attempts to resolve the issue have been thwarted by the worst customer service I have ever encountered. I have exchanged 14 emails with no resolution and wish a full refund to repurchase a unit from a reputable company. They should not be allowed to market this product in Canada as it has received dozens of complaints from consumer's with issues similar to mine. Today, 14 days since initiating a service request Eccotemp has now failed to return a phone call they themselves scheduled as a result of a request to escalate a service complaint.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 8, 2022/08/01) */
  Upon checking our records, your Eccotemp 45HI-NG was purchased Jan 4th, 2022 and was delivered Jan 8th, 2022. While the venting materials were ordered last January 14th, 2022 and were delivered January 20th, 2022.
  
  Also, please note that the proof of purchase you attached to your existing ticket in our Help Desk is for a different model water heater with an order date of December 2019.
  
  As much as we would like to assist you with your refund request, your water heater is no longer within the parameters per Eccotemp's policy of 45 days from the date of purchase.
  
  We are very eager to help you towards the resolution of your Eccotemp tankless water heater issues but we need your cooperation in doing so.
  
  Our technicians are factory trained and certified to help our customers resolve any of their Eccotemp tankless water heater concerns.
  
  It has been determined that your water heater may be lacking combustion air due to the way that it has been operating and our technicians are trying to verify if the steps they provided were already performed. We have yet to hear from you for confirmation. Please continue to work with your ticket handler.
  
  
  Consumer Response /* (3000, 11, 2022/08/04) */
  Eccotemp has been in contact and stipulated the condition of getting a replacement unit. As stated earlier I will not pay to return the unit. I have endured enough time and expenses to date on a substandard product with known issues and will likely need to replace the unit at my own expense far in advance of an expected 10 year lifetime. I have no faith in their product or service. I have inserted their demands below. Following installation I will be happy to send a video of the old unit being crushed by a frontend loader should they fear any profit motive.
  
  We do thank you for considering the replacement procedure to resolve this case. We would like to explain the procedure for the replacement and we have 2 options to choose from on how we can do the replacement.
  
  The first option is to send the problem unit back to the Eccotemp Canada warehouse, the shipping costs of sending the unit back will be shouldered by the customer or the owner of the unit. Kindly provide us the tracking information so we can see if it's already in transit back to Eccotemp, once in transit, we process the replacement order of the unit and Eccotemp will shoulder the shipping costs of the new unit.
  
  The second option is that Eccotemp can send you a replacement unit first, Eccotemp shoulder the shipping cost, and then when it arrives at your location, uninstall the problem unit, install the new unit and send the problem unit back to Eccotemp, the same thing, the shipping cost of the problem unit back to Eccotemp will be shouldered by the customer or the owner of the unit. Before we can send you the replacement unit, there will be a safety deposit of 799.00CAD which is fully refundable once the problem water heater is confirmed and returned back to Eccotemp.
  
  Also, we do have unfortunate news, we are still out of stock of the 45HI-NG in Canada, the ETA of stocks will be sometime in the last week of August or the first week of September.
  
  Kindly provide us with what options you choose so we can proceed with replacing the unit for you.
  
  
  
  Regards,
  ****** (***) ******

• Initial Complaint

  Date:07/13/2022

  Type:Order 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.

  this company does not stand by its product and is willing to risk your life troubleshooting their tankless water heaters, disconnecting gas, opening the tankless heater, and moving electrical wires. The product fails within 12 months and they blame the problems on anything else other than their product to get away from sending replacement parts or replacing units. this is the 3rd unit I have gotten that fails and has no resolution. reason for the same product because all connections are set and ready to use.
  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/07/15) */
  We sincerely apologize for any frustration this customer experienced while working with our team. Their support ticket was closed over a year ago, so we are unsure as to why this complaint is here now, but we are happy to assist. In the support ticket, we recommended that they flush and descale the water heater since they stated that they had not done so since they purchased the heater. All tankless water heaters must be flushed and descaled every 6 months or so to ensure proper operation. This purchase was made in 2020 with a serial number of 2017. We approved the shipment of the parts required to fix the issue, but the customer refused and closed out the support ticket with rather offensive comments. That was the last we heard from them, but if they are still in need of the part that can help fix the issue, we encourage them to reach out to us. Our team is happy to help.
  
  
  Consumer Response /* (3000, 7, 2022/07/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Eccotemp is untruthful and deceiving as I have bought 4 units from them one had to be exchanged because it never worked out the box. On may of 2020 I got one and worked with eccotemp te resolve the issue and to try and fix it dude to the unit being fairly new and did all required troubleshooting they required and even made me jump through unnecessary hoops to try and fix it and get a part that did nothing to fix the issue. My family and I sent the start of winter taking cold showers because of a company that didn't care to stand by their product. Less than a year they should arrive f replaced they unit but them being uncaring didn't. Tired of not getting any resolution from them And going the winter months in cold showers wife said to buy another unit, its why that so called ticket was "closed". On Feb 2021 we order another unit, reason being that all the connections are made and would be really expensive to have someone come in and put another unit in and plus with Covid being more of a thing at the time no one wanted to come out even if we wanted. The unit we for on Feb 2021 started going bad and intermittently turning on and off finally going fully bad on July of 2022. Try working with their support again and it was a nightmare the guy try his best but really didn't care at all about my safety and wanted me opening my unit and messing with electrical parts and gas. In the end try blaming my water pressure as being the problem. In short eccotemp finds a way to make you feel the problem is the customers and never their faulty units so yes I would be frustrated and call their units "shity" as I stated on my massage to them, I doubt they had their family take cold showers in the middle of winter. I have receipts on Amazon stating the dates I bought units well over $1200 on all 3 units. This is far from over and I will hold them accountable, it has cost me time and money.
  
  
  Business Response /* (4000, 10, 2022/07/22) */
  We take our customers' satisfaction very seriously. Even if the water heaters are already outside the normal warranty, we are still willing to help our customers regarding troubleshooting, part/s replacement recommendations, etc. We'd like the opportunity to help you resolve your water heater concerns, if you still have it with you and if it's still installed. Please contact us again through our Help Desk. We're always happy to help.
  
  
  Consumer Response /* (4200, 12, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I dont want to talk to some rep that treats me like an idiot or talks down to me. The resolution you are suggesting or troubleshooting does not do anything to solve my problem you will replace a part that don't fix the issue like last heater ignitor that was sent to me that did nothing to solve my problem. Once that issue does not solve my problem will you blame the water pressure to be the cause? I am willing to send this unit back for your company to fix or replace that is the only solution as I am not a tech and I should not be spending the better half my day taking instruction from someone that clearly does not understand the solution and danger of messing with gas line and electricity. I am not trying to get a free unit all i am asking is for a working unit after buying 4 from Eccotemp is the least your company can do. Don't be greedy corporate pigs and help a customer once in a while, you'll feel better.