Ecosmart Water Heater

Had my ECO-18 replaced a few weeks ago after it suffered an internal fire sometime during the night, despite no use of hot water. Fortunately, the circuit breakers eventually shut-off the electrical power and the unit was mounted on a masonry wall. The unit was professionally installed 3 ½ years ago. No idea why this occurred and ECOsmart support stopped responding to my questions or request to speak with management after I sent them photos. The last use of hot water would have been just before retiring for the night and perhaps the unit simply continued to heat without any water demand or it had a sensor fault during the night that caused the power to activate the electrodes.

This electric tankless was installed in 2016 and has a limited lifetime warranty. It stop working in January 2023 so we contacted a plumber to see if it could be fixed. It required 3 plumber visits at a cost of $420 to determine it was a waste of time and money to get the proper parts needed from the warranty department. Since the part that was sent did not solve the issues we decided it would cost more to keep trying other parts that may be needed so we replaced it with a traditional water heater. We tried to get the company to send a whole new unit and that would have solved any underlying problems that were showing up on this unit. My advice to anyone is to not buy this product unless you are a plumber to use in your house and can fix it on your own time without being charged.

Purchased Eco11 3 months ago from Amazon. Worked fine until three days ago when it started giving cold water after about a minute. Eco smart has a troubleshooting guide to fix it yourself. Not using a licensed electrician or plumber voids the warranty. So much for fix it yourself. I tried for 3 days to get customer support on the phone. I left my contact info for call back twice and still haven’t heard from them. I decided to read reviews from other people and now see that I’ve been taken advantage of. My mistake for not reading the reviews before purchasing. I’ll have to throw this one in the trash and read reviews on a new one before buying. Also, I’ll buy from a legitimate store instead of Amazon so that if anything goes wrong I can walk into the store and talk to someone.

Purchased the ECO27 water heater in 2013. Have done recommended maintenance and replaced the thermistors in 2020. Since then continue to experience poor performance. Local plumber diagnosed faulty heat elements that require replacement. Requested new elements under the lifetime warranty specified in Paragraph 5 (Page 11) -- Warranty procedure for service. Customer service requires photo of the elements in order to approve replacement. This will require another plumber service call to remove and take pics. According to the warranty, there is no requirement for the Buyer to provide photos of defective parts that have been determined to be defective by a licensed plumber.

I purchased a Ecosmart ECO 18 tankless hot water heater in May of 2021 from Amazon. I installed myself to take place of another tankless unit already in home that failed. I filled out the online warranty info and submitted to company within the 30 day time frame. There was no hot water from unit the evening of December the 24th. After checking, there was one of the two heating elements that had failed. Calling their customer service line after the holiday weekend without hot water, I was informed that there was no warranty since I was not licensed. I have several years experience in home repairs, electrical and plumbing. Plus, I only replaced another unit with this new one. I have completely rewired a previous home.

We installed a Emporia Energy Vue. Our electric bill has been double what it was last year. Come to realize the Eco Smart product draws constant energy ($0.18) per hour! I decided to turn the break off because this product is very costly to operate.

I bought the Ecosmart water heater (Eco 11 11910209) in Home Depot in June 2017. I only bought it because the company offered a lifetime warranty for residential use in Continental USA. I did not register the warranty because I did not know, and it was not clear from the package. However, I think it is safe to assume that the date of purchase does not count for a true lifetime warranty. Now the water heater is broken, and Ecosmart U.S. (aka ECOSMART GREEN ENERGY PRODUCTS) does not want to fix it or replace it for free. I am not sure how fair this is, as again, it is supposed to be under the LIFETIME warranty. What kind of business is this? Companies pay a lot of money to keep their current customers happy. Ecosmart U.S. does not care about their customers at all.

I purchased a house with an Ecosmart Tankless Water Heater and it has been a nightmare. First, they will not transfer the warranty and for the 2nd time since 2018 the wires have burnt out and all need to be replaced. This system is very expensive and having to replace all the parts and pay for a plumber to do it is unacceptable. Do not waste your money.

I had the Eco27 installed a year ago and it worked very well, and went through a Quebec winter without a hitch. A month ago it started to misbehave, losing heat during a shower and going cold after less than a minute. I followed all the troubleshooting guides, first descaling the elements, then replacing the flow switch, then replacing the thermistors. All those steps are very doable, the only delay being getting the replacement parts.

Purchased Eco18 based on chart and recommendation on internet (a number of companies use the "eco chart"). It is incorrect, and they all seem to know it. I purchased an undersized product because the guide was way off. They (ECO) had me purchase a reducer for $70 (counting shipping). I spent a bundle running the electric under my house, troubleshoot the problem, was misled by tech support, but figured it out anyway. After waiting 5 hours for a return call, called again, got lied to, read to by a "troubleshooting script", and basically had the tech just give up.