Eccotemp

Their products are poorly designed and their customer/tech support is horrible. 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 for a warranty replacement, I was refused. They don't honor their warranties either.

Stay away.

Unit was installed and ran well for about 6 months then it stopped working. Opened a service ticket on 7 feb 2022 and then the incompetence became clear. They could not solve the problem so they asked me to send the unit to them on 9 March so I did. It is now Sept 2022 without a replacement or a repaired unit being returned to me with another promise of having the unit replaced in Nov 2022. Do not buy anything from Eccotemp, feel free to include the snap shots of the "help desk" NOT! Emails in the review.

This 2 bit company, I tell ya what!. There hopeless there products are hopeless, there costumer service is hopeless I've gone through 2 units in 2 years!. Due to malfunctioning with there cheap China made parts. $#*! this company. All they keep saying is take pictures of this, take pictures of that. Blah blah blah. One time a lady answered and there were $#*!in dogs barking. She was probably sitting on her couch, in her underwear smoking a cigarette taking phone calls. $#*! you ecotemp. Not even worthy of 1 star but unfortunately I have to to submit my review

Sold me a heater and vent kit to install for my client. They shipped without the vent kit, then shipped again a week later also without vent kit. Went weeks without resolution, then no effort to make right after having to buy the vent kit elsewhere at a higher cost to get hot water back in to the house using their heater which was already installed.
Do not expect a quick answer back on anything, do not expect them to make any attempt to make it right when they make mistakes.

Laurence was very helpful in guiding me through my purchase of an outdoor propane hot water heater. Super knowledgeable about their product. I accidentally ordered an Eccotemp natural gas heater instead of propane from Wal Mart and Laurence assured me that Eccotemp would honour the return. Highly recommend!

Shop around before ordering any eccotemp unit. Just ordered a unit and called customer service to talk about the price difference. If I ordered the same unit through wakmart shipping is free by Eccotemp and cheaper then their site. Was told unit has been shipped and no price match and refund. I will never buy anything from them again weather its cheaper somewhere else or not.

Terrible customer service.
Terrible product
Motherboard failed the first week.
Took 5 weeks to make my way through customer service and get the new part.
Now I get error messages unless the water flow is just right. Might be able to adjust it if I could talk to someone that knows what they are doing but there is no one here that does. Taking my frustration out on my keyboard.

Customer service by any means is questionable, no answer to phone calls, email only, than you are given a ticket number they call you at there convenience, purchased 3, first one froze was not told to keep it plugged in during winter months so would not freeze when cabin was unoccupied, second one would not ignite, 3rd one ingnited but water would only stay warm. Would not recommend this company. Go with a propane water tank save the trouble, have hot water consistently without interruptions, And easy to drain when residence is an occupied

From my own experience with this company...I would read the reviews on better business bureau and more. Our tankless water heater is only Two years old and we have had no hot water for a month and a half and the company will not honor the warranty. They have given us the run around and it's cost us money to change computer boards and now they want us to change the main propane line. They are not a good company and the tanks have bad reviews. We have learned the hard way and are $1000 out and no hot water.

I have sent a request for help and have not got an answer for 12 hours now. Last time I had this same issue it took 3 weeks to get them to send me a replacement part. E1 code. Sensor. They made me jump through hoops before they would send it. Cold showers for my wife and I for 3 weeks

Will never order from this company, the product we bought was defective. Someone could have been hurt and they wont respond or get back to any of my messages. Buyer beware

I purchased a tankless water heater from Home Depot and it stop heating water. I've contacted Eccotemp several times and they will not honor their warranty. I've had techs check it out and they say it needs to be replaced but Eccotemp refuses to honor warranty. I even had tech contact them and they will not respond.

Bought a unit that was broken. Even though it says danger on the front they wanted me to open it up and tinker around with a screwdriver inside!
Had to order another that took months to come into stock. When it came to returning the broken one they said I had to send it back at my own cost. What I didn't expect was the hefty price because their return address is in the Netherlands! Then I found out they had incorrectly advised me on the return costs. They should have sent me a pre-paid label. Because I hadn't given them any money for that cost they couldn't give me a refund. I was told sorry but there's nothing to be done. After having to chase for every response I finally got an offer of a store voucher. So unless I want another one of their heaters I have to rely on this new one breaking so I can use it for spare parts. What a joke. Plus every email response when I was told ‘sorry but no' they signed off with a condescending ‘Many thanks!'

Avoid like the plague, I'd rather tip a bucket of cold water over my head then deal with this company again.

They send damaged units to you and charge for new ones then blame shipper for it then say they will file a claim and never get back you Bryan the head tech is a moron!

I have had two of these now...The service is ridiculous, and the support is useless. They ask for photos and video and the misguided and irrelevant support is beyond belief. I'm in the process of AGAIN returning this machine...this time for a refund...Buying another one is crazy...

My 5L worked well for one year. Next season after about one month a pipe blew. Customer service was prompt, but suggested the problem was a frozen pipe. The unit had never been exposed to freezing temperatures. They ignored that and again suggested that I had let the unit freeze. They simply ignored the fact that i live in a climate that does not freeze. I am very frustrated that they will not stand behind their product. They ignored the warranty because THEY determined my unit froze in a climate that does not see freezing temperatures. That is why I'm offended and feel it's my responsibility to let fellow consumers know my rationale.

Purchased a EL22i LP. It worked great until it didn't. Factory specs for this unit was that it was supposed to turn on at 1.5 gallons per minute, and then continue if the flow drifted down to.8 gallons per minute. The unit began to require the flow rate above 2 gallons per minute to engage. What that meant in the real world was to get a hot shower I had to turn on my bathroom faucet and my shower faucet to exceed the 2 gpm to work. And even if doing that, someone else turned on a different faucet and turned it off quickly the system would error anyway.
John (no last name given, but he identified himself as the senior most customer service rep.) insisted my issue as I described it was impossible, and that the real problem was some sort of restriction downstream from the hot water heater. It wasn't until I supplied them with the video you can see here https://youtu.be/jm0qTZOJhmQ?feature=shared
If you take a moment, you can see that there is only a total of about 3 feet of plumbing between the hot water heater and a bucket on the ground. Absolutely no bathroom fixtures or superfluous plumbing, almost a strait line.
After they receive this video, an RA was set. I paid out of pocket to ship from Alaska to South Carolina. Their service technician literally turned it on all the way without checking the noted issue window and parameters. Deemed it 100% functional and shipped it back to me still broken.
I recontacted them, And after much back-and-forth I was contacted by the general manager Tristina who said this of a hot water heater, not even attached to a faucet…
" After reading through your support ticket, it seems that the issue could be with your flow. The only reason a water heater would not work at that low of a flow/GPM would be that you have something restricting the flow. This could be as simple a fix as removing the aerators in your plumbing at your faucet/shower/etc"

They quit responding to my messages afterwards

I spent hours on the phone with uninformed technicians trying to fix the L5 from day one. I think I may have had a dozen mediocre showers, and over thirty hours of attempting to replace parts without a manual. This unit should have been recalled over a year ago, as it is now made in China and lacks any integrity. Even when it worked, it was difficult to regulate. My advice, stay away from this one.

I purchased a remanufactured FVI-12-NG water heater from "Eccotemp" (They reportedly fixed this one after it failed in another home?) from E-Bay in September of 2015. I had this same type of water heater FVI-12-NG in a guest house for about four (4) years prior to a freeze related incident making the unit unusable. I didn't install the water right away, (about 60 days) because we were remodeling the guest house. After proper installation, the unit actually exploded on the wall after the first time it was used! The ECCOTEMP Tech "Mike Extension 309" asked me to take the water heater apart and take photos of the internal area of the water heater for a warrantee return. (was suspicious that they wanted me to take it apart for photos after I had reported that it had exploded?) After taking apart, no one from the Company would call me back? The Company closed out my warrantee claim without explanation and refused to have this item returned. Eccotemp has refused to stand behind this dangerous water heater that actually exploded! (They simply don't care about the consumer!) How can a legitimate (?) Company not care or stand behind a dangerous water heater that exploded after the very first time it was used? This type of problem could possibly blow a home up or hurt or even kill people? I wonder how Eccotemp can stay in business when they sell a product that explodes and they don't even want to investigate it? Shame on ECCOTEMP, they really are a bad company who don't care about public safety.

This is regarding the ECCOTEMP FVi-12 water heater

"Stay away, the unit started having problems within a year, occasional explosions, then started leaking. ( you would think they would have demanded i send the unit back right away) I went back and forth with support and how they wanted to send me parts. It drug on until the unit went out of warranty, after complaining the unit was having issues since BEFORE it went out of warranty they offered to repair it. I had to pay for shipping and return shipping... $80 worth!. As soon as i put water to the "repaired" unit it started leaking AGAIN. They insist they repaired it at the factory and that the Pics i sent of the leak was "inclusive" and that they would send me a replacement part IF the leak was coming from the part they replaced, but would NOT honor it as a warranty issue, All they cared about is that it is NOW out of warranty. The Fact that there is an EMail trail that dates back to before the warranty expired did NOT matter to them. This company wants you to buy thier product and expect YOU to be the repair person... if the time to fix the unit goes beyond the warranty period,,,, they kick you to the curb! HORRIBLE!