I just finished complaint with BBB about the services of Ecotemp on an i12 on demand heater Being a Mechanical Contractor for 35 years in N.California. I have never seen such an un professional company as Ecotemp. If you have a warranty problem you go thru an email process this could be 4 or 5 emails before they will call pointing fingers at customers. I bought a small 4.0 Ecotemp heater to satisfy our small guest house. 2 months after we installed it quit. Error code does not allow you to repair, you must text their customer service after about 3 plus days of no hot water I agreed to pay for a new sensor even though it should been sent under warranty. But the customer service agent I dealt with, and I think they only use one. Everything he spouted was to blame customer, putting you on a negative start. As well I paid $60 for 2nd day arrival. 5 days later we received part a small 2 wire limit switch. I installed in 5 minutes I restarted heater and same results Error code 3. By this time I was no longer going to listen to this guy sent him an immediate note it still shows same error code. This guys return mail to me stated you must have installed little sensor wrong. Its a simple 2 female connectors you have to plug in to change. His next reply was that I had done something wrong with heater to make it not work. That was it no more responses to me. OK here is 7 days gone by no hot water. Thats it. I fired off a few negative emails to this guy & said I would report him his company. I also said I will speak for all the people who have filed complaints with the same results mostly with the same issue as mine. Why am I doing this as stated I have over 35 years in business in California Doing Boiler-Commercial Refrigeration-HVAC as well as an Electrical contractor my business has installed over 100 on demand heaters in School-Hospitals- and various business. 35 years in business and we never had a complaint filed Etc. WHY because knowing how issues come up with mechanical equipment. We always took care of our clients all were word of mouth and referral clients. You can grab a phone and call & talk with almost every manufacture about questions, service issues, and all were resolved over phone professionally.
I have never talked with customer support or only email to be finger pointed at me, and making school boy accusations. Use some other manufacture other than Ecotemp BTW day 9 we tore out 2 month new Ecotemp and spent another Rheem heater I installed