Eccotemp

We got the Eccotemp 20HI tankless water heater installed in our remodeled bathroom. It did NOT come with a manual. You have to download that yourself. It has not worked properly from the first time we tried to use it! We read everything with no help. I called their "customer service" number. It was for sales ONLY! You have to email their so called customer support. They gave me answers that I already knew and have yet to answer my questions! I've begged them for help but they are not helpful at all! This was a huge waste of money! I would NEVER reccomend this product or company! Now we are scrambling to find something else to install. My 94 year old mother would just love to take a hot shower! 😡😡😡

Bought it new. Started leaking after 10 months. Glad I was home to shut it off. Wrecked the drywall and flooded the floor.

Eccotemp won't warranty it even though it has a 2 year warranty. The whole company is a joke.

Ripped me off on shipping and rather than trying to resolve the issue they blamed UPS and tried to hide behind their fine print. Upon researching the company, I'm not at all surprised to find there are many complaints to the Better Business Bureau about their crappy products and terrible customer service. I wish I had done my homework before investing any money in this company's products. We haven't even started using the hot water heater yet and I already hate them.

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.

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.

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!

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.

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.

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

On installation the plumber said manual stated it was not for use at 5500', so after much difficulty in trying to make it work. I pulled the flapper out of the flue and it worked intermittentally until 11/2922.On!/14/22 I set out to fix it, even if I broke it. Inside Behind a panel marked LPG, I found not 1 but 15 jets. These were sized@.040". I drilled them out to.043" and I enjoy HOT showers now. There are no bad ideas, just bad directors and desingers.

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.

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

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...

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

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.

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.

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.

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!