Reviews

Forget trying to get a human. Lots of happy recording but no action or call backs.

Hello *** ***** My name is Juan E********* and I'm the customer support lead for the tankless electric department. Has anyone reached out to you to provide assistance? Here is my direct email address *************************. If you would like to be contacted, please include your phone number in the email. Do not include your phone number in this form. Thank you.

Worst water heater I've had and horrible customer service. Bought a 10k water heater for our store and it doesn't work half as well as the 2k one I have in our home. I can't find anyone to service it and it's almost impossible to get any customer service or support help for it.

Hello *** ******* Thank you for contacting Eemax and expressing your concerns. My name is Juan E********* and I will do my best to assist you. I see that you submitted an email on 11/6/24 and called our customer support on 11/7/24 and spoke with one of our Senior Techs. In his notes he stated the following: "Customer claims that it is not heating. He claims that this is not heating. Contactor pulls in but no heat. Incoming temp is 80F and the outlet temp is 80F. He did not have the multi-meter at time call. He already has the troubleshooting guide. He will call us back when he can get a multi-meter." I see that not much troubleshooting was done because we will need a multi-meter to verify voltages, amperages, and OHMs, to determine what the issue may be or to find out which component is the issue. If we can't perform a proper and thorough troubleshoot, we can't know what the issue with the unit may be. It will be best to contact us with a multi-meter, or have someone that has a multi-meter contact us to perform troubleshooting. I know that you have a troubleshooting guide, but to properly diagnose the issue with your heater and get the right parts out to you if needed, it will be best to troubleshoot the heater with one of our techs. You may contact us directly at ************** and or submit an email to ***********************. Thank you!

Garbage, we used our Eemax hot water heater minimally for about 14 months before it failed. Now we will pay $400.00 plus to get it working again, but for how long? I see why they only have a one year warranty.

Hello *** ****** My name is Juan E*********, and I'm the Customer Experience Team Lead. I apologize for the inconvenience you have encountered with the heater. I have read through the case (****************** on 10/1/24 and see that the agents performed troubleshooting with you and suggested the part to replace. The part that was suggested to replace was the flow meter/sensor, because your display was not coming on with the demand for hot water, meaning that the flow meter/sensor was not sensing water flow even though there was a demand for hot water. Was the part replaced and is the heater working?

Two weeks ago, my father's Eemax tankless water heater (model ********, purchased 2 years ago) began leaking and stopped functioning. We cleaned the leak and discovered the unit wouldn't turn on. An electrician confirmed a loose wire as the potential culprit. Contacting Eemax for warranty service, we provided requested photos. Instead of a replacement or repair, they sent a generic troubleshooting PDF. Following the steps, my electrician even installed a new fuse, but the water wouldn't heat. Eemax rep Melissa then demanded voltage and ohm readings, which weren't previously mentioned. Unable to provide them on the spot, I requested she hold while contacting the electrician. She never called back. Reaching another rep, Barbara, we were told to redo the entire troubleshooting process while taking voltage/ohm readings – a new requirement not mentioned earlier. This experience with Eemax's warranty service has been frustrating and unhelpful. We'll definitely look elsewhere for future water heater purchases.

Hello, my name is Juan E********** and I am the Team Lead for Customer Experience. I've recently received your escalated case and thoroughly assessed it. Unfortunately, we're unable to honor the warranty for your product as it was manufactured in 2016, well beyond its warranty period. The serial number provided in the accompanying photos distinctly indicates the manufacturing date and the original point of sale. It's evident that the unit is older than two years. Furthermore, the images clearly depict the control board, featuring a black fuse holder—a design no longer in production since 2018. Our units post-2018 have the fuse directly positioned at the upper left corner of the control board, devoid of a fuse holder and wire. As a one-time courtesy offer, we would like to send you some parts to get your unit working once more, a new control board along with a set of new triac harnesses, and a set of heating elements, to demonstrate our commitment to our product. If you would like to proceed with this offer, please contact our customer support team at *************** and provide the following case number ***************** Thank you!