Complaints

• Initial Complaint

  13/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Builder Series 6.0 GPM tankless LPG hot water heater with the 3" horizontal vent kit on March 3, 2024. It was installed shortly after by a professional plumber and I was there to assist. He hooked everything up to the gas and water and installed the vent. The next day, when going to take a shower, my wife noticed that the hot water quit within a couple minutes of getting in the shower. I went and looked at the appliance and it read code E8, as well, each time the appliance turned on there would be a loud squeal. I looked in the manual and it said that E8 meant there was a vent blockage. So, I removed the vent to find that there was no blockage and reinstalled it. This has been an ongoing issue since that time. The hot water stops mid-shower, there is a horrendous noise and the code E8 continues to appear. I contacted the plumber who installed the unit and he stated that we possibly received a defective unit because everything was installed properly and according to the manuals supplied. On September 11, 2024, I finally had a chance during the work week to make contact with Eccotemp. I spoke with ***** and he helped to troubleshoot that the problem does not lie in the heater itself, but in the vent. When the vent was removed, the heater operated as it was supposed to. We went through the entire installation through photos and explanation, but the support tech refused to listen or acknowledge that the installation was correct. Each time I asked what was wrong with the installation, he would state something that I had already proved was correct according to the manual and the plumber. We have gone back and forth for two days and I am tired of getting the run around. I asked for a refund of the vent system because there is an issue with it, but they refuse saying it was installation error; however cannot say how without misinterpreting the manual. My wife is about to have a baby and I would just really like to have our hot water up and running.

  Business response

  27/09/2024

  We are sorry to hear that you are experiencing the E8 error with your water heater, and we understand how frustrating this must be. As you correctly mentioned, this error is typically related to a venting issue. After consulting with our senior technician, it seems that if the unit functions properly without the venting but encounters issues when the venting is connected, the vent length may be affecting the exhaust flow. This could cause the exhaust to flow back into the heater, triggering the error code.
  We certainly don’t want you to be without hot water, and we're eager to assist you in resolving this issue. Unfortunately, we weren’t able to locate your support ticket under your name. Please reach out to us via your support ticket at your earliest convenience so we can help you address this as quickly as possible. Unfortunately, this purchase is well outside of the return window and a refund is not possible at this time. 
  Thank you for your patience, and we look forward to resolving this for you.

• Initial Complaint

  30/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint regarding an unresolved issue with my Eccotemp 45HI-NG water heater. Despite following all recommended troubleshooting steps, my unit continues to display a persistent E1 error every time it reaches its maximum set temperature. I engaged professional services to inspect and verify the gas and vent installations, spending over $800. These experts confirmed that the unit’s connections and installations are appropriate and in accordance with local building codes. Despite this, Eccotemp claims the installation is against the code and has refused to honor the product warranty. Eccotemp’s support team has been inconsistent and unhelpful. They failed to specify which exact codes or standards have been violated and contradicted their own manual, which does not explicitly prohibit installing the heater in a laundry room. The lack of hot water is a significant inconvenience. My communications with Eccotemp have not led to a satisfactory resolution, nor have they provided a definitive response on how they plan to address the error or rectify the warranty claim. I seek ***'s assistance in mediating this dispute and compelling Eccotemp to provide: A detailed explanation of the alleged code violations. A resolution that acknowledges my warranty claim. Clear guidance on installation guidelines and venting requirements.

  Business response

  22/05/2024

  Ontario Building Code for Tankless Water Heater requirements as per the CSA (Canadian Standards Association):
  According to the CSA B149:20, they provide some guidance on the safe installation of appliances and equipment related to natural gas and propane, as well as how to handle and store it. In this document, they specifically reference “keep flammable products away from the water heater.” Debris in the air of a laundry room can become quite flammable especially given the distance of this customer’s installation from the dryer.
  Further note:
  Our water heaters are Power Vented, meaning they use indoor air to heat the water, moving the same air outside after its heating cycle. Because of this operation, power vents only need an exhaust vent. However, they need a very large indoor space to get sufficient air for heating the water. This customer has installed their water heater in a laundry room close to their washer and dryer. Due to the nature of our water heaters, it is unsafe to install in a laundry room as it will draw the air in from that room to help ignite and heat the water. Clothing debris in the air can become a fire hazard.
  Please refer to the TSSA’s Gas Utilization Code For Water Heaters for further information regarding this type of installation. You may also find installation requirements for this particular water heater by visiting our support page at ******************** and reading the installation manual. All of the requirements regarding venting and location are on pages: 25 – 27. In this section, you will also see that the photos provided by the customer do not show a condensation drain pipe or slope downward in the venting to prevent water damage from entering the water heater and damaging the burner.
  Due to the nature of this installation, the customer was informed that their installation voided the warranty. We are very sorry for this, but per code and policy, it is important that we adhere to it for our customer’s safety and overall functionality of the water heater. The best resolution for this situation is that the customer purchase a new water heater, or install this current one in a location that is away from the laundry room and has ample combustible air for proper operation. 

  Customer response

  22/05/2024

  
  Complaint: 21645775
  
  I have reviewed the response made by the business in reference to complaint ID 21645775. However, I am not satisfied with the resolution due to the lack of respect shown to the consumer. I have already installed a new water heater and therefore do not wish to have any further dealings with Eccotemp.
  
  Sincerely,
  
  ***** ***** ****** ******
  

• Initial Complaint

  13/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good Day, I want to tell you a story about a situation we have been in for months now. We built our new house two years ago off grid. We have propane to our cook stove and our tankless water heater we purchased on ****** called eccotemp and had installed professionally with propane gas fitters who followed the installation guide sent with the unit. It's is still under Warranty. Two months ago we started getting a E1 error code and called the company. They recommended getting a gas technician to come and use a manometer to check the BTUs of gas to make sure that the 1/2 inch pipe we had was working. We did this and sent the pictures. Then eccoptemp said it must be the computer board so they requested a security deposit which was refundable after return of the other computer board. We hooked up the computer board and still got the error code. We emailed them again and did a phone call and they said they would talk to the other team in eccotemp to come up with a solution. The solution yet again is that we need to change our gas line from 1/2 to 3/4 pipe. I emailed the company asking where in the installation manual does it state what the proper size should be? They only email me copy and pasted email responses that we need to change this and if that does not solve the problem then they will go on the next resolution. Our gas technician has told us this is not the problem. The company is delaying this issue until the date of January 11th when our warranty is up for the installation. They have discontinued this model because I have read on the ****** ******** ****** they have had alot of problems with the model that is used for propane and so we know they can not send us a new unit. We have decided to take this to small.claims court as we bought another company and model of tankless water heater and it works fine, but we are out $900 and had no hot water for 3 months. I am not willing to let this issue go and be out $900. We just want a resolution and to use our shower in our brand new built home. And this company to honor these warranty or maybe put In the installation guide the pipe requirements. I have all the documentation and more to prove this situation to be ridiculous and frustrating. Thank you

• Initial Complaint

  29/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Eccotemp tankless unit 45HI-NG from Home Depot on February 22, 2022. It was delivered on Mar 14, 2022 and installed March 19, 2022. It stopped providing consistent hot water on Saturday June 18th, I had my technician contact Eccotemp to ensure we were diagnosing the problem correctly. He spoke with them and followed there instructions as well as followed the manuals instructions on determining why we were getting an error code of E1. After inspecting the unit he randomly got an E2 error. The gas pressure was around 6.9w.c and the gas connection is correct and the filters are all clean and clear. We spoke with Eccotemp again on June 27th and provided all requested pictures. They stopped responding after the call and have not gotten back to me since. I was promised a response on June 28th and messaged a few times but I am still unable to get a response. I do not have any hot water anymore, the unit does not even give the 30 seconds of hot water it used too. I would like a new unit as this one is obviously not working and I cannot continue going so long without hot water or a full refund of $879 + HST = $993.27 so I can buy a different water heater that will work.

  Business response

  08/07/2022

  We take customer satisfaction seriously and are glad to hear from you. Our sincerest apologies for the inconveniences that your water heater issues has caused. Per your ticket, a replacement flame sensor has already been sent to address the E1 error code in which we are confident that it will resolve the problem. But if by chance your water heater will still continue to have issues despite the part replacement, please contact us back. We'll definitely work with you towards the resolution of the problem.

  Customer response

  08/07/2022

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

  The E1 issue is only part of the errors that are occurring, there is also an E2 issue and the exhaust continues to turn on even though the water is not running. I will wait for the flame sensor but I do not have confidence that this will work due to the other issues currently occurring along with the E1 issue. 

  
  
  Sincerely, ******** ********

  Business response

  15/07/2022

  Hello. This is to inform you that the replacement flame sensor for your tankless water heater has been shipped. Please update your Help Desk ticket to let us know the results of the replacement once you've had it done. ~ Team Eccotemp.

  Customer response

  15/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I received the flame sensor earlier today and the part was replaced today but I still do not have hot water and the issue continues. I want a new unit sent to me ASAP. Your employee **** on Thursday July 7 during our tech support phone call said that if the flame sensor does not work, I would get a new unit. Please send me a new unit, it has been 4 weeks without hot water!

  
  Sincerely, ******** ********

   

  Customer response

  15/07/2022

  Complaint: ********
  
  I am rejecting this response because:
  I received the flame sensor earlier today and the part was replaced today but I still do not have hot water and the issue continues. I want a new unit sent to me ASAP. Your employee ***n on Thursday July 7 during our tech support phone call said that if the flame sensor does not work, I would get a new unit. Please send me a new unit, it has been 4 weeks without hot water!
  
  
  Sincerely,
  ******** ********
  
   

  Business response

  18/07/2022

  We are sorry to learn that the replacement flame sensor did not address the issue on your water heater. Our management team is coordinating with your ticket handler regarding the next steps. Please check your email inbox for the ticket update within the day. ~Team Eccotemp

  Customer response

  20/07/2022

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

   

  I should not have to pay you to send me a new unit nor should I have to wait until you receive my non working unit. I HAVE NO HOT WATER FOR OVER A MONTH. I want my money back, your product has not worked for over a month and it is only a few months old. 

   

  Sincerely,
  ******** ********

  Customer response

  20/07/2022

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

  
  I should not have to pay you to send me a new unit nor should I have to wait until you receive my non working unit. I HAVE NO HOT WATER FOR OVER A MONTH. I want my money back, your product has not worked for over a month and it is only a few months old. 

   

  Sincerely, ******** ********

   

  Business response

  20/07/2022

  Unfortunately, your water heater is no longer eligible for a return for a refund. We can only process a replacement as per our Eccotemp warranty policy. The management has approved sending you a replacement without the safety deposit. Please update your ticket and verify if we have your correct shipping address. You will be provided with further instructions in the ticket regarding the return for a replacement water heater. ~Team Eccotemp

  Customer response

  20/07/2022

  
  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.
  

   

  My address is correct on the ticket, *** ****** ***** ************* *** *** ***** Please send me the tracking number

  
  Sincerely,
  
  ******** ********

*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. ↩