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:02/24/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Even though I bought at the end of 12-2023. I waited to install in 10-20-2024. Two months of use and heater quit. I found the only way to get customer service was from email. Day later I was emailed back from Ecotemp Technical Support, and from that time they made it a 100% blame game on the buyer. Now with this shortly explained. I was a Licensed California State contractor for over 35 yrs Licenced in Boilers, HVAC, Commercial Refrigeration. My company had installed 100,s of On Demand Heaters for Hotels-Schools-Medical Buisness and so on. We were licensed by ************- ******& more to install their systems. Now with that said with several emails 2 voice calls and days later still with no Hot Water I agreed to pay for a bad sensor still under warranty as well as pay 2nd day arrival. 6 days after due date part arrives. I install and the same error code shows. I emailed Ecotemp stating that. later next day I get a text from Chito their Customer Support so call expert. Accusing me of wiring that part in wrong ? By this time I am furious 7 days no hot water and their expert tells me I wired it wrong and I did something to it. Take note their part sent is just a limit switch that you plug two female plugs into, how could that go wrong. Now after that they refused any more dialogue with me, because I was so furious about how they deal with customers. I received an Email from so called Customer support manager named Tristina, telling me no further contact with Ecotemp. 7 days no hot water dozens of emails not only about my skill level, but their total ignorance in reading any of the mails. Day 9 no hot water I removed warrany heater and went and bought a Rheem replacement and spent another $1700 in costs. Finally after all this I went on complaint websites as your, and found lots & lots of complaints just clone to mine. After reading all these complaints I decided to

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a gas tankless water heater in December, 2024. It was installed, worked for one month, and stopped working. I contacted the company about the warranty. I was informed that the company does not have a field technician that I experienced with other products. They requested pictures and said that the installation requires an adjustment. I had a plumber working according to the recommendation but the unit did not work. I replaced it with another brand and requested a return. My request was denied. The unit is not working and it does not have a true warranty. I need to return the unit for a refund.

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We are having issues with our water heater and there is no customer service line to call. I have been communicating with someone over email and now they have stopped all communication. I hired a professional to come and look at the water heater and he tried to contact someone and he was not able to reach anyone either.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair 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.

  I bought one of their tankless hot water heaters brand new through ****** and had it professionally installed. The hot water heater never worked it kept giving error 3 code on display. Finally reached their tech support and told them the issue and they said it’s the gas solenoid then later asked for pictures of the hot water heater after sending pictures they recanted their statement and said it was installed improperly and the issue was the exhaust vent material. So I had a plumber come out and install it to their exact specifications and recheck everything and the unit is still showing error 3 and not making hot water. I emailed them several times and they will not respond. My plumber said he believes a sensor or solenoid is bad but the unit is under warranty and Eccotemp should replace it.

  Business Response

  Date: 10/15/2024

  Thank you for reaching out to us, and we apologize for the frustration you’ve experienced with your tankless water heater. We take all customer concerns seriously and appreciate the opportunity to clarify our warranty process.
  As stated in our warranty policy, before any replacement or exchange is offered, we require that the unit be returned to us for inspection and repair by our certified technicians. This ensures that we can accurately diagnose the issue and, if possible, repair the unit. If the unit cannot be repaired, we will absolutely honor the warranty by providing a replacement.
  Since your purchase was made through ******, you are also welcome to return the unit directly to them according to their return policy and purchase a new one if you prefer. However, if you would like to proceed with our warranty process, the unit will need to be sent back to us for inspection. Once it is evaluated, we will proceed with the necessary repairs, or if repairs are not possible, we will provide a replacement as covered by the warranty.
  We understand how important it is for you to have a functioning water heater, and we are committed to resolving this issue for you as quickly as possible. Please let us know how you would like to proceed via your support ticket, and we will assist you with the next steps.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 10/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  through numerous emails I have requested to be sent a shipping label to return to you for warranty repair or replacement.  The item is unreturnable through ****** due their policy of it having propane gas in it. I will accept the offer if eccotemp will pay for return shipping and fix or replace unit and ship back to me. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/05/2024

  We apologize for any inconvenience, but after careful review, this order does not qualify for a refund according to our policy. The unit was installed using incorrect venting materials, which is outside the recommended installation guidelines. We have advised the customer to reach out to the original ****** seller for further assistance with a refund or exchange, as the purchase was not made directly through Eccotemp. While we understand this may be disappointing, we are adhering to our policy to ensure safety and compliance. This matter has been thoroughly discussed with both the customer and the seller, and we have advised the customer accordingly.
  Thank you for your understanding

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair 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.

  We purchased a pump, it worked for 2 months. It took a couple tries before ecotemp would start communicating. They kept closing tickets as resolved. We sent SN etc. had to send videos. 4 months later they said they don’t warranty it. Hours and hours of our time wasted. We are out the product, Time spent, shipping costs. We have had to replace with a different brand. Can you imagine being without water expecting a replacement? They could have said back in July they won’t warranty it. We bought it in March and hooked it up in May. Quit working in July. They dragged it on as others have said with sending videos for us to take apart and send videos back and wanting to see set up. But they waited until after we replaced it to ask to see set up so we had to reset up. Taking more of our time. All For an $100 part. They would have spent more $ in troubleshooting with us then if they had of just replaced it. It they don’t care are customers, their reputation or anything. They should say they do not have a warranty and be upfront instead of dragging things on. We have emails to back all this up

  Business Response

  Date: 10/15/2024

  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and the time spent troubleshooting the pump. We understand how frustrating it can be when a product does not perform as expected, and we appreciate your efforts in working with us to resolve the issue.
  Our team was more than happy to assist with the troubleshooting process and guide you through potential solutions. However, as we’ve now been informed by the vendor from which you purchased the pump, you have been refunded the cost of the product. Given that the pump was not purchased directly from us and you have received a refund, it appears that you no longer require our assistance in this matter.
  We do regret that the situation has caused you significant frustration and wish the resolution had been quicker. Should you require further support in the future, we remain committed to helping in any way we can.
  Thank you again for bringing this to our attention, and we hope this resolves the matter satisfactorily.

  Customer Answer

  Date: 10/15/2024

  
  Complaint: ********
  
  I am rejecting  and accepting this response.  It should not be on the customer to chase to get to where we are.  We did get the refund.  People need to know that the manufacturer does not stand behind their product and give nothing but the run around after months of trying to resolve it.  
  Now their distributor is out.  Is this really how Ecotemp plans to stay in business?  
  As mentioned it was a waste of our time and money and was likely the most frustrating experience and company we have ever dealt with. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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.

  I bought an Eccotemp L10 online from Bed Bat & Beyond on 6/16/2024. After receiving it, reading operational instructions, and hooking it up, I was adjusting the water volume knob to a lower setting, as recommenced in the instructions, because the burners would not ignite. Once at a lower setting, I applied water pressure and, although ignition occurred, the ignition also ignited residual gas in the unit’s heat exchanger box, which caused a “blowout” and created visual (OBVIOUS) damage to the heat exchanger box. This damage, holes in the exchanger, will not allow the exchanger to heat water now. All other functions work fine. It simply needs repair or replacement. I submitted my request to Eccotemp for repair/ replacement on 8/4/2024. My request included all the information they needed for warranty. What followed was a lengthy thread of emails (with Christian) and a couple calls. This went on for over 3 weeks. I sent numerous photos showing damage and the L10 unit. The final request from Eccotemp, in order for me to continue pursuing a return, was to measure the water temperature and make a video of the unit malfunctioning. Sorry, that’s ridiculous! I’m not making a video and conducting science experiments for the Eccotemp “team”… The damage is obvious in the numerous photos I sent. DONE with Eccotemp. Their product failed, they intentionally dragged out the return process, and in the end DO/ DID NOT stand behind their product or warranty. I believe Eccotemp staff had absolutely no intent in assisting me from the beginning. The return process was all about leading me on until I got frustrated and walked away. Well, nice work Christian and the Eccotemp team. You did it. My “ticket” is now closed” and I am stuck with a damaged “brand new” L10 hot water heater. Given the current situation, I will never buy another Eccotemp product nor have any positive recommendations in regards to your company. “Waiting on You”

  Business Response

  Date: 09/27/2024

  We are truly sorry to hear that you are dissatisfied with your recent purchase, and we understand how frustrating this situation must be. After escalating the images from your support ticket to our senior engineer for a thorough review, it appears that the damage to your water heater is not due to a manufacturer defect. Unfortunately, issues like this can occur if proper water pressure and installation guidelines aren’t followed.
  Regrettably, once the heat exchanger sustains this type of damage, it becomes irreparable, and we do not recommend attempting any repairs. A hole in the exchanger compromises the overall integrity, and continued use would not be safe.
  However, we’d be happy to offer you a replacement at a significantly discounted rate. Should you choose to proceed, please let us know, and we would be more than willing to assist. Additionally, we can arrange a call with our team to guide you through the installation process, ensuring that everything is set up correctly for safe and optimal operation.
  Thank you for choosing Eccotemp, and we hope to assist you further. Please feel free to respond through your support ticket if you have any additional questions or concerns.

  Customer Answer

  Date: 09/27/2024

  Thank you for your assistance with this.

  I am all done working with Eccotemp and will not be purchasing another unit from them.

  You are welcome to close this case.

   

  Thanks again,

  ******* ***** ******* 

  ************

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair 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.

  Tankless hot water heater purchased in Feb 2024 Not functionning Bad customer service They make you do all this trouble shooting only to blame the customer for the product malfunction

  Business Response

  Date: 09/27/2024

  Thank you for reaching out and providing the video. After carefully reviewing your support ticket and discussing it with our senior engineer, it appears that the malfunction with your mini tank water heater is due to an improper setup. From the video, it seems the water heater may not have been fully filled and plumbed correctly before being powered on.
  It’s important that the unit is fully filled and installed properly before use, as powering it on without doing so can cause the heating element to burn out and permanently damage the water heater.
  We understand how frustrating this situation must be, and we’re here to help. You are welcome to send the unit to our warehouse for inspection under warranty. Please follow up with our support team through your existing support ticket so we can assist you further with the next steps.
  Thank you for your patience, and we look forward to helping resolve this for you.

  Customer Answer

  Date: 09/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  This response is what Eccotemps tells all customers
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/15/2024

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration you have experienced with both the product and the support process. We understand how inconvenient this situation has been and want to clarify a few important details regarding the proper operation of your tankless water heater.
  It is critical that the water heater is completely filled with water before being plugged in. Failure to do so can cause significant damage, including frying the computer board and heating element. Additionally, ensuring that the water heater is plugged into the proper outlet with the correct amperage and voltage is essential to avoid shorting out any components.
  After reviewing your support ticket, it was unclear whether these steps were followed during installation, which may have led to the malfunction of your water heater. We do apologize for any confusion and inconvenience this has caused. For all of our customers, we highly recommend reading the manuals thoroughly to ensure proper installation and use, as this helps prevent issues like the one you're facing.
  Our team has suggested purchasing a new Wi-Fi module and computer board for your unit, as the malfunction does not appear to be due to a manufacturer defect, but rather improper use. Unfortunately, in this case, the parts are not covered under warranty. We deeply regret any inconvenience this has caused and understand your disappointment.
  If you wish to continue troubleshooting with our support team, we encourage you to reach out via your existing support ticket. We are here to assist you in resolving this issue as effectively as possible.
  Thank you for your understanding, and we hope to work with you to find a resolution.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair 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.

  Eccotemp would not honor their warranty. They keep asking me to try to fix it myself. They keep asking to send pictures, videos, remove this, remove that, delay and more delays while we don't have hot water for our granddaughter. We asked for their warranty literature stating that the customers have to fix their junk and we're still waiting. Very dangerous situation for non technician customers to mess around with gas and fire.

  Business Response

  Date: 08/05/2024

  Hello,
  We sincerely apologize for any frustration you may have experienced during your support process with us. Eccotemp does not have field technicians to visit customers’ properties and fix water heaters. Instead, all support and troubleshooting are conducted via support tickets, live chats, and phone appointments.
  To assist you effectively, we require our customers to provide photos of the installation, proof of purchase, a photo of the serial number, and any other relevant information to better understand the issue. While this may seem like a lot, having all this information is essential for us to offer the best remote support possible.
  We strongly recommend involving a professional during the installation of the water heaters to ensure they are correctly installed. We also collaborate directly with home warranty companies and installers. If you have a plumber on-site, they can call us, and we will work with them to resolve the issue.
  Please reach out to our support team via your support ticket for further assistance. We are ready and happy to help.

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service 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.

  INCOMPLETE ORDER After hours and hours on telephone with salesperson "Christian" at EcoTemp (note:email addresses all are eccotemp, written with two "c's") while he couldn't figure out how to complete my order, eventually deciding what I wanted wasn't in stock, I was upsold on more costly water heater. I eventually was sold a "new" water heater Builder Series, Plus 3/4" Service Valve Kit,(see receipt) on 7/6/2024. What arrived was Pre Opened,ReBoxed heater or what they sell as Open Box, and only a little plastic bag with 2 screws. NO 3/4" service valve was included. Naturally the salesman attempted to sell additional items as well, good thing I did not fall for it. I have photos of box being opened (unBoxing) and there's NOTHING else, except clearly a rePackaged, Water Heater (unknown if functional) as it still doesnt have the item(s) required for installation. I can buy the service valve kit externally for over $100.00, But I've already bought and paid for this item to be included. Many multiple eMails, texts, Phone calls between myself and both salesman and Ecotemp also "eccotemp", with NO resolution. If I get a response, its ridiculous, asking me, "did I check the box?", In fact I'd hired a plumber with mileage for installation, assuring him, and copying receipt to same that I had all the required items. Upon his arrival and unboxing, we realized I'd been cheated. Ecotemp or aka; Eccotemp. has had numerous opportunities to send the missing and paid for items, which they have not. Sadly I see this company has numerous complaint in recent years. Not only with BBB but elsewhere online. Multiple contacts & communications have gotten nowhere. Clearly they have No intention of making this right. ***** ***** **********@hotmail.com

  Business Response

  Date: 07/12/2024

  Thank you for reaching out to us. After reviewing your order, we see that you purchased 1 x Open Box - Builder Series 6.0 GPM Indoor Liquid Propane Tankless Water Heater with Free Extended Warranty, along with a 3/4" service valve kit. We apologize for any inconvenience caused by not receiving the valve kit and will ensure it is shipped out to you as soon as possible.
  Regarding the water heater, please note that "Open Box" items have been taken out, tested, and reboxed, and are not new. We apologize if there was any confusion about this.
  We appreciate your understanding and patience as we resolve this matter.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair 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.

  Eccotemp tankless water heater was purchased from Lowes on Oct. 30, 2023. After four months water heater stopped working. I have attempted contact with Eccotemp via telephone and email multiple times in regards to their warranty. Eccotemp has neglected to make any contact with me.

  Business Response

  Date: 07/12/2024

  We are sorry to hear that you are unhappy with your purchase. After reviewing our records, we were unable to find a support ticket under your name. Could it be possible that you reached out under a different name?
  We highly encourage you to visit support.eccotemp.com and live chat with one of our agents so we can provide the assistance you need. Your satisfaction is very important to us, and we are committed to ensuring you receive the help you deserve.
  Thank you for your understanding.