Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order was shipped on Aug 27, after being back ordered for 4 weeks and received it on Sept 10. My husband followed all instructions to set up the $4,000 toilet. He went to do the initial test per instructions from the company and the unit does not work. We emailed them on Sept 16 letting them know our issues. They sent trouble shooting instructions which my husband did. Then he had to leave for work for a couple of months. I contacted EcoJohn again to let them know we were not able to get it to run the initial test and we haven’t even been able to use it. They said they would not return it because it’s been used, which it hasn’t, and sent the terms of sale to me. It would be different if we received a toilet that works but we didn’t, we received a toilet that has not work once. It’s me and my three children, 11, 8 and 4 and we need a working toilet and I let Eco John know that. I spoke again with the technician and he said once I opened the box, we accepted those terms. That they test each unit to make sure it works and once the box is opened we can return. But that we are in a one year warranty and they will replace parts if needed.

  Business response

  10/09/2024

  The product was tested and went through all of Ecojohn's quality and control checks before it got shipped out to the customer. Everything was working 100% before it got shipped out.
  
  The customer installed the product themselves, not by Ecojohn.
  
  Upon installing it, the customer noticed an error message on the display, which could be a result of installation error.
  
  Ecojohn support team has been in contact with the customer to let them know what to check and how to clear the message, but the customer complained about her husband not being in the country any longer and that she had 3 kids, hence she didn't have time to do any troubleshooting.
  
  Ecojohn has explained that the customer has the option to continue to work with the support team, or they can arrange to send it back to our factory for inspection. Ecojohn also recommended that the customer hire a local electrician who are experienced with installing gas appliances, if the installation is not done correctly or if there has been some shipping damages, there could be some error messages on the display. 
  
  Furthermore, before purchasing the product, the customer agrees on ******* to our term of sale, which clearly explains what our terms are and this has been explained to the customer. They have the option to return the unit in new condition, but there will be a restocking fee, or they can send it back to us for inspection, or they can continue to work with our support team. 

  Since our technical support team is confident that they can guide and educate the customer or a local gas technician, we recommend that they continue to work with our support team. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  • Date of transaction: 11/26/2021 • Amount paid: $3354 + $150 for expedited shipping 1) EcoJohn failed to honor the 3 weeks expedited shipping fee that was paid. It was delivered 2 months after the fact. 2) I received the incinerating toilet falling apart in the box. I was never able to actually flush a "solid waste cycle" without error codes. To flush a "solid waste cycle" I have been forced to do 3 to 4 "liquid cycles", taking 3 to 4 hours and that is if the unit doesn't overheat and completely shuts down. x It never operated as advertised on their website. 3) After paying $3504 for a toilet, someone would expect it to be flawless but that hasn't been the case. EcoJohn will not refund me or repair the issue for sending me a bad unit. • EcoJohn sent me 2 parts to try fixing the problem but it was never fixed. The unit was clearly not tested before sending it out and they're failing to send me a new functioning unit or repair it. They want to charge me $300 for shipping to have a "look at it" even though I received a bad, non functioning unit. • Order #**** Tracking Information: R&L Carriers: **********

  Business response

  06/27/2022

  Due to some supply chain issues, our lead time ended up being longer than what we estimated. The customer still got the unit 4 weeks sooner than he would have, if he did not add the rush fee. In regards to the operation of the unit. We communicated with the customer during his installation process and he confirmed in an email that he had the unit up and running 100%. He never told us that he only could run a urine cycle and not a complete waste cycle. Per our installation instructions and start up procedure, it is very important that the installation is done correctly and it operates 100% before they start to use the product. Had we known that it would not complete a waste cycle, we would have advised him to know start to use it until that had been fixed. 

  We have a direct phone line for customer and tech support and the fact that it never completed a waste cycle was never related to our technicians. It is possible that something got damaged in shipping or during install, but we can't determine that until we get the unit back and our technicians can inspect the product. 

  Furthermore, per our term of sale and one year factory warranty (on our website - www.ecojohn.com), the customer is responsible for shipping it back to our facility for repair/inspection if he/she thinks it needs to be repaired or inspected. 

  Although, the customer did not ship it back to us for inspection, we have agreed to send a replacement unit out instead. This is to help the customer get it up and running ok, since he is not able to do so by himself. We have advised him that he needs to contact our technical support team to make sure everything is operating 100% before he starts to have his Airbnb customer use the product. 

*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. ↩