Reviews

This profile includes reviews for EcoSmart Tankless Water Heaters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EcoSmart Tankless Water Heaters

  400 Captain Neville Dr Waterbury, CT 06705-3811

• 

  EcoSmart Tankless Water Heaters

  3315 NW 167 Street Miami, FL 33056

Review Details

• Review fromDonald w

  Date: 01/21/2025

  1 star
  As of now i have sent 4 or 5 emails with no reply what so ever. Got a tankless 11kw eco smart water heater for christmas. Went to install it and i get no hot water at all. Comes on just fine, temp adjusts fine, tripple checked the inlet outlet amd thats is all good. Dont know why the cant reply to an email.

• Review fromKenneth S

  Date: 02/06/2024

  1 star

  Kenneth S

  Date: 02/06/2024

  Will not honor warranty they have all information I have fax and email where heater was registered and company didn’t do what they needed to do and are saying it was never registered however they have all information on unit and me and have warranty part in the past extremely poor communication supervisor who contacted me was extr rude and non professional. Don’t understand how a company can get by with such a scam . ECOSSMART lifetime warranty does not exist . Supervisor would not return call until I lost my cool with operator who actually was doing a good job . Will never  on another eco smart or Rheem product

  EcoSmart Tankless Water Heaters

  Date: 02/07/2024

  Good day *** *********** my name is Juan E********* and I am the Customer Experience Team Lead. I have reviewed your case, and i would like to apologize for any and all inconvenience you have experienced with your product and with our customer experience team. I would like to be of assistance and get this matter resolved as soon as possible. It is stated that you have faxed in a copy of your warranty registration. Do you happen to have a copy of the fax or the warranty registration card. If so, please email the proof of warranty registration to ************************* and I will be glad to honor the limited lifetime warranty and get you out part(s) or a brand new unit, it will be completely up to you. If you aren't able to provide any proof of warranty registration, as a one-time courtesy, I will be glad to get you out part(s) or a brand new unit and honor a 5-year warranty that will end on 2/28/2029. The warranty will apply to the original unit or the new replacement unit that we can send. If you would like to proceed with these terms, you may contact our customer experience team and provide the following case number ******** and get the part or new unit expedited. You may also send me a direct email to [email protected] with your response. Thank you.

• Review fromBo R

  Date: 03/14/2023

  1 star

  Bo R

  Date: 03/14/2023

  I purchased an Eco 11 tankless hot water heater. Had it installed, worked fine for a year. It quit working one day at random. They tried to tell me that I didn't have a warranty and I proved I registered my unit. I have played games with parts, nothing has worked. Every time I deal with Customer Support it's an overbearing hassle. Finally after sending parts that hasn't fixed the issue, They agree to finally warranty out the unit as they should have done in the first place. I call in after realizing my unit hasn't yet been delivered. Was told I must wait 10 days so they can do inventory before they can ship it!!!!!! So showers, hot water, laundry and everything is down waiting on them. This is wrong. I'm probably going to sue over this.

  EcoSmart Tankless Water Heaters

  Date: 04/28/2023

  *** ****** was assisted and he received a new replacement unit on 3/16/23. If there is any other concern or question, *** ****** can contact our customer experience team at ************** ** ***** ** ** ********************** Thank you.

• Review fromJohn B

  Date: 02/06/2023

  1 star

  John B

  Date: 02/06/2023

  Reference Ecosmart Tankless water heaters: I attempted to get information from this company by sending NINE emails that asked one question: That being do the electric Ecosmart tankless heaters require period descaling , if so what is the cycle and what is recommended to be used to descale the unit. In nine emails the Customer Support contacts REFUSED to provide an answer to this simple question. Educated buyers is what people should do before investing in a product. Clearly this company does not want to provide vital information regarding their products and maintenance. Will I now buy their product, o=f course not

  EcoSmart Tankless Water Heaters

  Date: 02/13/2023

  Hello *** ****** Thank you for being an Ecosmart valued customer. I apologize for any inconvenience this has caused on your end. I would like to provide assistance and get some information from you as well to make sure that this also does not happen to any other customer in the future. Our customer support can be reached through two diiferent email addresses for any assitance. The first email address is for the Ecosmart brand of products which is ********************* and for the Eemax brand of products is ***********************. Our team is cross-trained on all brands of products, which means that you can reach out for support to any of the two email addresses provided. Emails are placed through a queue just like a call would be. We have a team of agents that handle emails throughout the day and as the emails come through the queue, the agents are providing a response. No emails are missed and they are only reviewed and replied to by the agent that received the next email in queue. Which email address did you submit your email through? Can you forward a few of the emails that you sent to my direct email, ************************** I would like to see the time stamp and date on the emails that were submitted, to ensure that on those days and time of day, we were not having any issues with our email inbox through our queues. If you can forward a few of the emails that will be helpful. As for your question and concern regarding maintenance/descaling, It is always best to provide maintenance to your electric tankless water heater. Now the frequency of your maintenance will depend on the hardness of the water in your area. You may find out the hardness of your water by contacting your local water provider. Some people may have to provide maintenance once every six months, other as much as once every three months. It is also recommended to install an in-line water filter or scale inhibitor prior to the electric tankless water heater. You may purchase a filter or scale inhibitor through ******* **** ****** ****** or any other plumbing supply store or major retailer anywhere in the range of $70-$100. Hope this has help and once again I would like to apologize for the lack of response you have received previously. If any questions or concerns, please feel free to reach out to me directly through the email provided and I will do my best to get back as quickly as possible or you may reach out to our support department. Thank you!

• Review fromDouglas D.

  Date: 08/19/2022

  1 star
  Saturday August 6, 2022 am, my wife came downstairs after her shower and asked me what the rumbling sound and the pop was? I was in another section of the house and didn't hear nothing. A half hour later she went to use the hot water and there was none. I checked the breakers, they were on. I looked up the troubleshooting list for my Ecosmart27 water heater. I checked the current and seen there was current going into the unit but not the heating elements. Being a Saturday I had to wait until Monday Aug 8th to call customer service since the heater has a lifetime warranty. I called and Melissa answered and I explained what happened and we went over the measurements on the power supply. She looked on her sheet of answers and said it was the inlet thermistor. She is the expert on ecosmart heaters so I went with that. She said she would get it right out to me. I said overnight? Ecosmart doesn't do overnight or so I was told. So two days later Aug10th the thermistors came , and since I am retired and worked in plumbing and electrical and the installer of this unit 4 years before this I installed the parts and the lights went off on the control board an I found the flow sensor wheel was melted. So after checking that Melissa said she would send those out. Here we go two more days since they don't overnight. Friday the 12 th I installed the control board and the flow sensor , we had hot water, well overnight anyhow , The next morning it popped and rumbled again. To cut this short because i'm running out of space, I called CS the 15th&17th waiting on parts yet, still no overnight. This company has a great product but no training in customer service! They read what they are told without caring about customers. They should take pride in their work when helping others. Cost less to overnight once the right parts or new unit than shipping 6 times and 7 parts!

• Review fromRhiannon E

  Date: 08/12/2022

  1 star
  TERRIBLE customer service from the company. Rory, Brittany, and Charlotte all called me with no realistic solutions. I purchased an echo 27 water heater from Home Depot about a month ago, when my plumber came to install we identified that the knob and the three-quarter inch NPT connectors were not included in the box from my original purchase. I contacted eco-smart customer service on Monday, August 8 and was reassured that the missing connectors would be overnighted to me. There was a very strict timeline that needed to be followed because my homeowners insurance was going to drop me if I did not have the installation fully completed by August 11. When I received the replacement parts on August 10 they were incorrect … No one that I spoke with from this company knew the difference between up and down. Or to make matters worse knew the products that they were selling. I do not recommend purchasing a water heater from this company because their customer service is TERRIBLE. Shame on you all.