Ecosmart Water Heater

Ecosmart Water Heater

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Overall Rating1.6 out of 5
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Ecosmart Water Heater Reviews

ConsumerAffairs has collected 30 reviews and 119 ratings.

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Page 1 Reviews 0 - 10
Customer Service

Reviewed May 29, 2023

Updated on 07/07/2023: After six months of not even one of their "techs" showing up after calling them for service you can tell what their "LIFETIME" warranty is worth. Just STAY AWAY FROM THEM, go to your regular local store where you can actually return something they can't fix. It was GREAT when it was working, unfortunately that did not last very long.

Original review: Our EcoSmart water heater started tripping the breaker and had to contact their "customer service". That was 6 weeks ago and still they have not taken care of the problem, not even a callback. STAY AWAY.

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Reviewed March 17, 2023

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.

When I walked into the garage in the morning immediately after experiencing “no” hot water, the smell of an electrical fire was evident. We were preparing to leave on a week’s vacation, so I only had time to completely disconnect the unit from any potential electrical power and make sure there was no potential for re-ignition.

While on vacation I ordered a replacement ECO-18 from Amazon and had it shipped to a neighbor. I also had an electrician and plumber schedule for when we returned home. The decision to replace the unit with another identical unit was to minimize the time without hot water after we returned home and provide time to determine what to do about the failed ECO-18. The very first task after restoring hot water was to install a Smoke & Carbon Monoxide detector near the ECO-18.

While the Plumber was on site, I asked him if he could remove the electrodes for me since they had fused to the copper jacket during the melt-down and fire. It was evident the problem had started with the first electrode. He was eventually able to remove both electrodes. I thought the electrodes might show signs of calcification as a reason for the unit failure despite (3) upstream filters, including a de-calcification filter and last rinse 10-months prior. However, both electrodes were very clean.

I noticed one significant difference between the “old” and “new” ECO-18 water heaters. ECOsmart has completely replaced the Flow/Sensor unit on the “new” ECO-18, as well as, the piping design to the Flow/Sensor. I am speculating the original Flow/Sensor had been experiencing problems so the company replaced it with an entirely different design and placement of the Flow/Sensor. Perhaps the old sensor was reason for my ECO-18 melt-down and fire but I’ll never know because they refuse to respond to my requests for a response. Perhaps they are concerned over Product Liability issues.

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    Verified purchase

    Reviewed Feb. 5, 2023

    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.

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    Verified purchase

    Reviewed Jan. 5, 2023

    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.

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    Customer ServiceReliability

    Reviewed May 16, 2022

    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.

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    Customer ServiceInstallation & SetupStaff

    Reviewed Dec. 28, 2021

    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.

    After talking to a different rep. she told me they never received my warranty info and since I did purchase from amazon, again no warranty. Called several times and different reps and supervisors all said different things, but all said no warranty and there was absolutely no assistance. Their web site even states "unless otherwise approved" and gives instruction for customer to install but says nothing about this voids your warranty. Who could approve this, all managers interacted with on calls declined. The last rep left me on hold for 38 minutes until I finally just hung up. They will not assist in a simple part failure that has nothing to do with install. Terrible customer service, watch out for the very fine print hidden on contradicting company website!!!!

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    Reviewed July 26, 2021

    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.

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    Reviewed July 3, 2021

    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.

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    Reviewed Nov. 24, 2020

    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.

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    Reviewed Nov. 24, 2020

    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.

    The problem now is exactly the same as it was several weeks ago when I started the trouble shooting. Each time I contact the support e-mail, they send me another copy of the troubleshooting guide. There is not all that much more that one can replace, notwithstanding the troubleshooting guide. Next I'll replace the fuse, though I can't see how that will change anything. Instead of replacing the elements, the tubes around which which all get blistering hot when water gets switched on, I think I'll put this on the dump and get a better one.

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    Ecosmart Water Heater author review by ConsumerAffairs Research Team

    EcoSmart provides tankless water heaters for homes and businesses that can save consumers up to 50 percent on their water heating bill. They also offer pool and spa heaters as well as radiant heating units which heat your home from the ground up.

    • Types: EcoSmart provides eight models of electric, tankless water heaters. The model consumers choose will depend on their climate, home size and how many people live at the residence. Each unit is equipped with a self-modulating technology which can adjust energy output based on hot water needs.

    • Applications: EcoSmart’s tankless water heaters can be applied four ways: point-of-use, whole house, water heater booster or solar extender/backup. Point-of-use is used for isolated hot water use. The whole-house option provides hot water to an entire home. The water heater booster can be installed next to a tank system to extend the capacity of the tank. The solar extender ensures a tank will never run out of hot water.

    • Radiant heating: Radiant heating is an alternative, cost-effective way to provide heat to a home. Rather than using forced air through ducts, radiant heating heats from the ground up using hot water. EcoSmart has six units that can provide hot water for radiant heating and they are compatible with hardwood, carpet, vinyl and tile flooring.

    • Business solutions: EcoSmart’s tankless units ensure instant and consistent hot water for businesses such as restaurants and large developments like apartments, malls or retail tenants. Consumers can find a toll-free number online that will connect them with a representative to discuss their business’ water heating needs.

    • Self-modulating technology: Most tankless systems operate by a flow switch that activates around one gallon per minute (GPM). EcoSmart patented a self-modulating control that activates at 0.25 GPM. This flow sensor regulates energy use to meet hot water demand during each use. Units with this technology come with a digital display showing consumers the outlet water temperature and allowing for temperature adjustment.

    The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

    Ecosmart Water Heater Company Information

    Company Name:
    Ecosmart Water Heater