Eccotemp Systems Reviews 

I would give zero stars if possible! Purchased an i12 propane unit a couple of years ago for our seasonal cabin. This summer, the unit started acting up, and would take 20 or 30 attempts before it would fire up. Always getting E1 error code. I spoke with someone named Chito at Eccotemp, and he kept trying to blame the installation (even though it worked properly the first year or so). He kept making ridiculous requests for pictures and video, which revealed absolutely nothing. Finally, out of frustration, I ordered a new computer board and flame sensor. With shipping to Canada, cost was well over $200. When I tried to install the computer board, it was defective, and would not power up the water heater. I sent an email to Chito, and once again, ridiculous request for multiple videos. At this point, I had already spent over 2 hours, removing the old board, installing the new board, removing the new board and re-installing the old board (which did power up the unit), then, just to be sure, I re-installed the new board (and confirmed it would not power up the unit), removed this new board and re-installed the old board. Even though I told all of this to Chito, he still insisted on video of the old board as well as the new board. I have told him I will not take any video, and told him to send me a shipping label and I will return the defective part for a full refund (I will still be out over $70 for the initial shipping fee). He is still insisting on video "evidence" that the part id defective.
THIS IS THE WORST CUSTOMER SERVICE I have ever experienced, and I highly suggest you avoid this company. I will be submitting a complaint to the BBB.
UPDATE: I finally caved in and sent video to Chito. After several days, he finally replied and said the video was inadequate (as I suspected he would). I have no given up, and written this expense off as a bad experience. But please heed my WARNING: Do not do business with Eccotemp!!

I bought an Eccotemp unit [CE5 with Ecoflo Pump] and it was completely defective right out of the box. Instead of helping, their customer support put me through an exhausting 35-email chain. Despite providing clear video and photographic proof, they refused to believe me and offered endless excuses.I was forced to escalate the issue to PayPal, who luckily stepped in and refunded my money in full. However, I am still out of pocket for a 12V transformer, a propane gas tank bought specifically for this setup, as well as the costly professional technician fees to install a dead unit (I am in my advance years, and such technical stuff especially with gas installation, I prefer that a skilled person does it). The support feels completely automated and unhelpful. Very frustration, their behavior on the border of scamming. Buyer beware.

Sent damaged and non working unit. Will not resolve issues. D- rating on BBB. STAY AWAY from this company.

I am a licensed gasfitter with 20 years experience. I tried helping a customer with a high-end malfunctioning unit. No matter how many tests I submitted and how many supply piping components I changed the unqualified support people kept coming up with ridiculous causes for the fault, and they never let you talk to a real tech support person with any gas heating training. Some of the worst customer support I have ever experienced.

Tech support is horrible. I even tried to chat from their website and nobody responds. I've had my water heater less than a year and I can't get tech support to walk me through and they just give advises on what's already on their website.

Terrible customer support. Need a part that cost $20. Needless to say I get no response, website won’t proceed with a purchase. I had to order a new system. Peace of mind I say.

Valve started leaking after 1 year, 2 camping trips. Called for support and was told it was installed improperly. I dont know how to install a mobile unit with out plumbing it with propane and water ( garden hose) but thats what Chito in support informed me. They dont stand by product, thus the reason for their terrible rating.

Products failed after your company refused to standby it warranty wise. Ordered a new computer board. They sent me one, it was also an operative. They refuse to replace that as well. Took months of redirecting questions and side conversations to get any type of action. I’m pretty sure the customer support person is actually an AI how chat bot.

They won’t publish my negative review on their website. Their customer service is horrible and wouldn’t credit me for a product I never received.

Bought a "brand new" unit from Eccotemp with Protection Plan.
Unit came with an open box. It was missing some parts. I went ahead and hired a professional to install the unit. We turn it on... Fan Motor malfunction. Company won't respond. Worst customer service I've ever dealt with. It's no wonder they have low reviews everywhere.

Ordered a part from Eccotemp.
They delivered half of the part and would not ship the other half to fulfill the order.
They felt it would be better if I shipped back and then they would ship the whole part with 2-14 shipping days each way. Wouldn't communicate and come up a solution that worked with everyone.
Not reasonable to do business with.
Their way or the highway.

Customer service isn't there. No one in the phones. Delayed tech service. Super delayed shipping . they sent a water heater part USPS a d charged me for it. It's going on 9 days without hot water . I left 2 messages ,no luck.
There items need tech support to repair .

Bought an expensive hot water heater from them via Country Farm Supplies in Ireland last November. It never worked properly and stopped completely in July. We needed one urgently so we bought a different one which is brilliant. In the meantime I've had zero satisfaction to get a replacement or refund. Do not do business with them - ever!

Avoid this company at all costs. I purchased two tankless water heaters and one stopped working after one month and the other one only worked once and then completely broke down. The customer service is dreadful. The number on their website doesn’t exist so you can’t speak to anyone. You can only raise a dispute through their chat. Which takes forever for someone to respond.
I have had the unfortunate pleasure of communicating for six weeks with Chito who by all accounts avoids dealing with the issue and just regurgitates the same mantra in every email; mainly the customer is at fault, I’m using it incorrectly, it is tilted, I have the incorrect water hose, incorrect fittings, the incorrect gas tank, water flow is wrong, the pressure is wrong, the list goes on. Says anything to avoid dealing with the issue. I have used these heaters for a number of years now and in the same set up and with no problems until now. Because of what Chito was saying I had an engineer out numerous times to check everything, he said my set up is correct, hose, fittings, water pressure/flow all correct etc.. but he still couldn’t get either one to work or to generate any hot water. He diagnosed the problem and Chito has refused to acknowledge it. He just asks for more videos. I have already submitted a video and pictures but these weren’t good enough and in every email requests more. As they take forever to respond and I run a glamping business, it is impossible to keep connecting and disconnecting when you have guests.
I had to replace from elsewhere, same specification because they need to be but Chito insinuates they are not and concludes that without even asking. So this shows the level of ignorance.
They have refused to fix, replace and they won’t refund. Apparently out of their returns window, but he made sure of that.

I ordered a replacement unit from Eccotemp when my old one gave out and the exact replacement unit unfortunately was on backorder. So they recommended a different unit that was what they called an "open box" where I was given a guarantee on the unit for two years. Right away we had issues getting the unit to work and my electrician had to spend lots of time trouble shooting it and we worked with "Chito" and finally got it to work; but it still had all sorts of problems. I wanted to return the unit and then "Chito" in customer service with Eccotemp said they would not give us a refund due to "improper installation" as it was a portable unit in a permanent outdoor application. I argued that this is what they sent me, not what I asked for and if there was a problem, they are at fault as they know I was replacing a broken permanent unit I had had from them years ago. Basically, they are looking for any way possible to not honor they warranty and cheat me out of the cost of buying an inferior product. I will never use them again, so BUYER BEWARE!

Bought an L10 2 years ago, installed it recently. Doesn't work at low-flow rates but customer service refused to help diagnose at all, had to figure it out myself, zero troubleshooting help. Would never purchase from this company again; appalling customer service. They could have diagnosed within a day but refused.

Bought an L 10 4 yrs ago for an off grid camp ...very finicky and unreliable at best never worked consistently from day one spent many long weekends troubleshooting and just when you think it's fixed it screws up again ...absolutely the worst customer service ..no phone techs to help just late email responses...so frustrated with this company ...if you value your vacation time at your cottage .....do not buy this terrible product!

We had one of their portable water heaters for about 10 years which finally gave up the ghost so I bought a new one. I washed our dogs five times with it and on the fifth time it wouldn’t let the gas into The unit. I had a new gas valve for the old wash machine which I had kept so I put that in and it worked Once more.
Subsequently, I contacted the company and they said that I should do various tests and had to make videos of what was going on. They kept saying that the water pressure was too low and yet there is a micro switch which turns on the ignition system which opens when the water pressure is sufficient. They didn’t believe me. In all I have 50 emails about this and eventually they sent me another unit which they said was an update and it wouldn’t even work; absolutely pathetic the whole thing. I Had to send the old one back and even had to pay for the Carriage to Holland would you believe.
They clearly didn’t believe what I was saying even though I said I would’ve been really delighted had the new one worked. Subsequently, I’ve had to buy another heater from another manufacturer. I attach a copy of the last email that they sent to me which is just about says it all about this company and their pathetic warranty systems. Absolutely unbelievable.

Unfortunately, we're not able to process a refund on an order this old. We have upgraded and replaced this heater under the product's warranty. There is no way we would be okay with sending "2" lemons to any of our customers. I'm very sorry Mr. C but we are unable to move forward with any further replacement or refund at this point.

Team Eccotemp

I bought a L5 portable Hotwater Heater. It’s comes with a 1 year warranty, an internal part busted and water was spray everywhere. It’s only 7 months old and barely used. No phone number call for tech support, just for sales, therefore had to email to get a call. They tell me it’s not under warranty how it was connected. It portable, pointless. They could send me a new one for a 10% discount, free shipping and free extended warranty for $40 more than buying another at Home Depot. What a Joke!

Equipment issues. The poorest customer service I have ever dealt,I had a Ecotemp On-Demand hot water heater only used 2 months. Error code 3 displayed & said to contact Ecotemp. I did that morning via emails, as they have no customer service # to. But whats funny is they have a 24/7 customer service if you would like to buy one.From the start of contacting there suppose expert from Ecotemp it was accuse, attack the customer blaming them. 3 days with no hot water. Even though this had only been used for 2 months. I agreed, but not happy to have to pay for the sensor that they say was the issue. I paid costs plus paid for 2nd day delivery another $60 in costs 3+ days and still no part. Finally when it arrived I was up at 4a/m to repair.Only two small screws & 2 female terminals was all required to repair. Tried to start heater, same error code 3 was shown I directly went to computer & emailed and said same error code. His reply " I must have wired it wrong" & then like anyone else after listening to this guy I was not happy 7 days no hot water. So what did he do. Stopped replying me back. I had to remove this piece of junk & installed a HI-E Rheem hot water system at around my costs $1700.Now the catch I have 35 years owning a Mechanical Contracting business in N. Calif who dealt with well over 100 installations of Various On-demand systems in Hotels-Medical plants-Schools Etc. and emailed Ecotemp my experience with this model, all to have it ignored by them. I am going to try and help all the other customers who have also complained & there are alot.With almost same error code but were treated as I was & simply got frustrated and had theres removed as well. Bottom line do not purchase an Ecotemp no customer support and you treated like a clown