Tankless Water Heaters
ThermomateThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
02/12/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I need a returned goods authorization # from Thermomate, so that I can return my mini water heater for a refund.Business response
02/18/2025
Hi there,
We already refunded her last January 27, 2025. Please ask the customer to check her Amazon account.
Customer response
02/20/2025
I received a second email from you. It said that Thermomate has already refunded the $169.99 back to the Amazon account. I am checking with my plumber now as he is the person that ordered the mini water heater. My plumber will get back with me soon so that I can respond in a timely manner. Thank-you for all your efforts to assist me.
Sincerely,
Lynn B******Customer response
02/25/2025
I am rejecting this response because: My plumber says he was refunded $143.09 on Jan 27, 2025 from Amazon on his charge card statement. The plumber is the person who bought and installed the ES150 mini water heater. This is not the $169.99 that Thermomate says they refunded to the plumbers account. Can you verify with thermomate that they sent a refund for $169.99? I don’t want to ask my plumber to reimburse me for $169.99 if he was only reimbursed for $143.09. The plumber is getting annoyed. Also, if the reduced money amount is due to Thermomate footing the bill for me to return the purchase, they have yet sent me a returned goods authorization number or label. They do not allow a return without that number. I have no idea how much it will cost to return this ES150 water heater. Does Thermomate want it returned to them?
Sincerely,
Lynn BBusiness response
02/25/2025
The account has been refunded. The sales tax should have been refunded as well.
Customer response
02/27/2025
I am rejecting this response because:
Please ask Thermomate to recheck the refund amount posted on Jan 27,2025. My plumber says he has a credit on his charge card on Jan 27, 2025 for $143.09 from Amazon. The order number was 111-4501127-6547403.The original purchase price was $169.99 with the same order number.Please advise. It appears that the credit posted was short $26.90 plus tax. That is 169.99 - 143.09 = 26.90.Also, please ask Thermomate if they want me to return the ES150 mini-water heater. If so, I'm suppose to receive a returned goods authorization number. I still have the water heater sitting on my living room floor. Do I have to pay for the postage to return the water heater? Or, is the postage prepaid by Thermomate when they send the returned goods authorization number. It is definitely required to have a returned goods authorization number before I may return the mini-water heater and it was never emailed to me.Sincerely,Lynn BInitial Complaint
01/29/2025
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a cooktop stove in Oct 2024 for a galley remodel project on my boat. Upon opening the box in early Jan 2025 realized it was the improper voltage and submitted a return request in exchange for the proper voltage and denied . The customer service representative they did not make the proper voltage unit i needed so I requested a refund and no reply was ever made by Thermomate dispite multiple attempts.Initial Complaint
08/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a broken item - an electric heater - and immediately notified the company that the product showed up broken. They asked me to send a picture, which I did. I was assured by the customer support person that I would receive a refund. After some time and no refund, I called back. Walked through the SAME details and shared a picture. Was told the “finance team was a separate department” but that they would let them know. Was assured I would receive a refund. After some time and no refund, I repeated this process AGAIN at least 1-2 more times. These people are either incompetent, scammers, or both. I offered to return the product but they told me not to and that a picture would suffice. I had multiple calls and emails with these guys. So terrible.Business response
09/05/2024
Hi there,
We can offer the customer a replacement unit.
Customer response
09/05/2024
Complaint: ********
I am rejecting this response because:You sent me a damaged item. Multiple service agents told me they would refund me. I already stated that I do not want a replacement item. Please do the right thing and provide a refund, like any other business would do.
Sincerely,
*********** *******Business response
09/09/2024
Hi there,
The refund has been processed. It should reflect on your account within 3-5 business days.
Initial Complaint
09/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
on 7/9/2023 I ordered a tankless water heater. I received the product on 7/19. On the 31st my handy man stated that he had asked me to get the wrong product and to order different one which was done on the 7/31. I received that new one 8/4. On 8/6 I sent a message to Thermomate on their website under "issue a refund" explaining what had happened and requested direction on how to ship back or a label to ship back. Heard nothing. I called on 8/7 stating I had sent a message on their website but heard nothing back. They informed me that a request for a shipping label has been put in and someone will call or send me one within 24-48hrs. No call, no email. I called again on 8/9 stating that there was no call and no email like what was initially stated to me. The rep stated he could see my request for a shipping label but that the person that does those was off today and would email me one 1st thing in the AM. No email. I Called on 8/10 and the rep stated he could see my request for a shipping label, and someone will call me in 24 hours. I called on 8/14 rep stated I had to send an email and that all the other reps were incorrect. I sent an email on 8/15 explaining how ridicules this process was. They told me to send the product to an address and to send video of the product and pic. of the shipping. Product was shipped on 8/29 they received product on 9/1. I Called on 9/18/2023 since I have not received my refund and they asked for my tracking code which I provided, and the rep stated that I would get my refund within 3 days. I stated that they got their product on the 1st and that I should have gotten my refund almost 3 weeks ago. He stated that is correct the person that received the product didn't send it to the finance dep. I asked to speak to a manager. He said one will contact me in 24 hours. Nobody called. Called on 9/18 they stated a manager will call me by the end of that day. Nobody has called, still.Business response
09/20/2023
Hi Kimberly,
We deeply apologize for all the trouble. Can you please provide your order # and the return tracking # so we can check it?
Business response
09/21/2023
Hi there,
The refund has been processed and should reflect within 3-5 business days.
Initial Complaint
03/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased the cooktop off of Amazon on Nov 4, 2022 and paid 810.00. Around Jan 5th the glass top busted and I contacted the company for the warranty. After going around and around trying to get them on the phone and through multiple emails, they did send a new stovetop that finally arrived Feb 22, 2023. When we opened the package the glass top was broken. I contacted the company again via phone and they agreed to send a new one after I emailed them all the details with pics. Here it is almost a month later and I still have no stove. I've called multiple times and emailed many times and am told they are waiting on Amazon logistics you ship it and it still has not been shipped. I've been without a stove, my way to cook, for two months now.Business response
03/29/2023
Hi there,
As per our Amazon Support conversation with the customer, the glass top was accidentally damaged by the customer which is not covered by our warranty. We offered to provide her with a returned unit so she can take the glass off of it and she only needs to shoulder the shipping fee (which we haven't charged yet) however, the returned unit arrived broken as well. We no longer have a returned unit that we can send her. The other option we do have for the customer is to provide a discount on her next purchase. We can offer a $200 discount.
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BBB Rating & Accreditation
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Contact Information
Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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