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:12/31/2023

  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.

  Dear Eheim. This is a support email I sent to you in august 2023, and you still have not bothered to get back to me or offer any support. Abysmal customer service. I am writing you in regards to an aquarium heater I purchased in late July. My fluval heater failed and I had always heard your heaters were quite reliable. I purchased the Eheim Jager TruTemp Submersible Heater - 50 W for my 14.5 gallon cube. My issue is that the heater refuses to adjust to the temperatures I attempt to set it to. I have done the whole process of unplugging it and recalibrating it and then trying again over and over. If I want it anywhere near 78 F degrees for my betta and amano shrimp, it refuses and constantly climbs to 79-80 F. I can unplug it, pull it out, set it down all the way to 74 degrees on the dial and nothing changes, in fact it keeps firing when placed back in the tank at a lower temperature setting. It's putting out 79-80 when set to 78, and whatever adjustment I do, it still makes no difference. In the original email I stated " I will keep running more tests in the next couple days and seeing what else I can come up with regarding its behavior." and it still makes no difference all these months later and your team hasn't bothered to even attempt to contact me or resolve this. The room temperature inside our house is typically kept around 23 degrees celcius. There is no drafts or air conditioning or likewise any direct or indirect heating that would be influencing the temperature in the tank to be hotter than the ambient temperature. The eheim heater was never plugged in without being submerged below its line, the heater is plugged into a UPC so a reliable source of power. I can't think of much else that would be causing this and it's quite odd that despite trying calibrations it just keeps returning to these temperatures. I request you put priority on sorting this out, 5 months of waiting while made to use a defective item from you is beyond unacceptable.

  Business Response

  Date: 01/29/2024

  The business has attempted to contact you but you did not provide a phone number or address.

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service 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.

  I bought an EHEIM filter in February 2023. Their website claims that their products have a 3 year warranty for products with manufacturing errors. 8 months after our purchase, we realized that there was a crack in the motor head cover of our filter. The filter has never been dropped or otherwise damaged (the rest of the filter works well--it is simply that the plastic piece that connects the canister to the outlet tube was poorly made). I am seeking to replace the motor cover, which is $20 plus $10 shipping, under our warranty. I registered our product and sent an e-mail to EHEIM support (following the directions indicated on their website) on 10/4/2023. The next day, I was prompted to create a user ID and submit a request on the EHEIM support site (********************************/). I created an account and submitted a request on the morning of 10/5/2023. I explained the situation, provided my receipt, order number, and serial number. I did not hear back so I followed up on 10/8/2023 and 10/9/2023 and provided the product number of the replacement piece I needed. I called EHEIM support this morning (10/10/2023) and (via the automated menu options) was seemingly directed to an individual's personal extension. I was prompted to leave a message. I described my situation using a recording and have not heard back.

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Hello, I hope you are well! I would like to provide a final update with regards to case ********. Today (10/17/2023) I received a package with my replacement part from the Canadian Branch of EHEIM. Although I contacted the US branch of EHEIM (and filed a case with the BBB with regards to the US branch of EHEIM), my issue was resolved completely by the Canadian Branch. I am happy with the resolution EHEIM provided, and I am very grateful to the BBB for helping me get a response from EHEIM. My fish and I thank you! Regards, ******* ****