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EEMAX, Inc.

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Reviews EEMAX, Inc.

EEMAX, Inc. Reviews (15)

Very helpful customer servicePatient and knowledgable

EEmax warranty is a jokeThe unit came from factory defective and they don't not even consider replacing itTheir only offer was to send replacement partCustomer is responsible to do the replacementHorrible product, warranty and serviceNote: Their distributor, *** Plumbing Supply, also refused to take the unit back

On 7/24/we returned a water heater for repairs and we were told they needed a $credit card deposit to cover any non-warranty repairs A few weeks later the unit was returned to us as expectedWe were never advised the repair was anything other than a warranty repair to justify the retention of the $deposit fee I called customer service to inquire about a refund of this fee and customer service representative this time advised the unit had to be repaired in the field I again explained the steps we took and was advised “all warranty repairs are done in the field” When we obtained the RMA number (per the warranty instructions) we explained we already had a plumber look at it (at our cost and while he was doing some other repairs) and at that time the representative did not have an issue with the steps we took to fix the unit in the field We complied with their request for a $deposit to cover any fees with looking at the unit that would cover non-warranty work We e

I work for a home builder and I have had great success with their products until this installpart was not working so I contacted eemax and they helped get my part replacedThe team was short staffed and Gene continued to make feel like his only priority throughout the call! This company is highly recommended for any of their products and rest assured they are there if you need help! A+ in my opinion!

Eemax and EcoSmart are great companies to deal with Their warranty and service is fantastic and they handle their customers with great care The products they have are of the very best quality and preform perfectly

Units only last months, my 2nd one just went out and customer service will not send a replacement

Terrible product and don't stand behind their warrantyOnly want to sent me a replacement part instead of whole new unit Heater is only a few months old

On February 1, I purchased a brand new water heaterI paid a contractor and electrician for installation servicesHowever, the heater did not work properly and I did not have hot waterThe electrician came back out to my home and worked with a technician from Eemax via telephone to find the problem as a defective part Eemax mailed the correct part to my home, but has refused to cover the labor involved to troubleshoot and install the part on a brand new, $hot water heater I have purchased a new product, paid for installation, yet do not have an operational hot water heater

I have dealt with this company twice and both times have been a pleasure These folks should write the book on customer service! Could not be happier with experience Highly recommend their company They also produce a very nice water heater unit that can be used downstream from the regular heater-not all units can be used that way Once again will deal with them in the future if needed and not worry about a thing

I purchased an *** ** water heater from *** on Oct 17, On January 5th the unit stopped heating the waterI opened up to unit and noticed that the unit had burnt wires so I had my electrician looked at it and he thinks that a component on the unit caused a short causing the unit to burn the wires We went out and purchased a new unit since it was the weekend and we needed hot water
On Monday we called in to ***/Eemax to return this item for a refund, we were sent a return form and they requested pictures of the issues we saw After returning the form I received an email from Melissa C*** from Eemax she stated I needed to return it to ***I told her they have a day return policyThis unit has a lifetime warranty from the manufacturer
She then told me that they cannot give a refund for the product

Gene W***, Eemax Tech Support should receive kudos for:
?prompt response to my initial inquiry which I submitted via their website at 9pm on a Thurs.Cst Svc hours are 8a-5pHe contacted me before 9a Fri morning
?follow up on the issueWhen he didn't reach me by phone he not only left a voice message, he also emailed me with pertinent questions to troubleshoot the problem
?another prompt responseAfter I replied to to his questions via email he again responded within the hour
? thorough and knowledgeable responseHe accurately diagnosed a blown fuse, told me exactly where it would be on my unit, told me what what I needed to replace it with as well as where I could quickly and easily obtain a replacement in my area
Thank you so very much
Leslie in Tx

I had purchased a tank less hot water heater that is manufactured by this company at a local *** store in *** I had hired a local licensed plumber to install the water heaterThe plumber after a approximately an hour tried to fit the cold water connection to the existing pipe without successThe out flow side was fit perfectTherefore, the plumber and I went back to Lowe's to replace the defective oneBefore we left the store we made sure the new one would fit the pipe and it fit wellTherefore, the plumber install the new one without any problemsDue to the first heater was defective and it took more time Whereas, the my plumbers bill came out to $because the plumber spent two and half hours installing their product twiceI had emailed the company and they refused to reimburse me $for the additional hour or so that was wasted going back to Lowe'sTheir reply was the cost of labor isn't included in the warranty which I understandHowever, their defective conn

Review: I bought this system on Jan 15th 2012 from [redacted]. In [redacted]

In 2013 it leaked so they replaced it, that one leaked instantly so they replaced that one. Now this one is leaking. Its with in the 5 year warranty.

They ran the serial number and say the unit is 0ver 10 years old. That is most likely because the serial number is on an old rebuilt system they sent me in 2013. What a cheesy way to back out of the warranty. The unit was bought when we moved into our new home Jan. 15th 2012Desired Settlement: Replace this system with a quality new one like I bought and not used junk.

Business

Response:

[redacted] gladly honors its warranty as we have done twice for this customer by sending out replacement heaters. The issue appears to be with serial number of the last replacement unit. Upon reviewing our records of units sent to this customer, it was determined that they were of recent vintage. Perhaps there was a digit missing in the serial number when it was conveyed to one of our staff. If so this could account for the unit being perceived to be over 10 years old. I would suggest that the customer call our tech support line and reference Case # [redacted] which contains the details of the case. From there we will work with the customer to come up with a fair resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

They say they are sending a new replacement. 4/1/15

Sincerely,

Review: My hot water heater began leaking and they agreed to replace it since it was in warranty When the new unit was sent and installed which I was willing to pay for was also found to be defective. I had to order another and they expect me to pay for that installation also. All I was asking them to pay for the cost incurred with the second unit it was sent defective. They did agree to give me the $25 they charged to send the unit. But that's not enoughDesired Settlement: To be reimbursed for defective product

Business

Response:

The Eemax Limited Warranty covers leaks from manufacturing defects for a period of 5 years from the date of purchase. We gladly honor this warranty as we did in the case by providing a brand new replacement heater. It is important to note that this warranty does not cover labor. With regards to the second unit that was claimed to be defective after installation, we found that the plumber supplied adapter which was used to connect the outlet fitting was severely over tightened. This caused the copper water tube inside the heater to shear which is consistent with the reason for return "Leaked from boss/chamber upon install." This condition was not a manufacturing defect and is not covered under our warranty. However, we replaced this unit anyway. There will be no additional compensation for this unit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

The plumber after reading the findings of EEMAX has decided to forgive the invoice to replace the unitThank you for your prompt attention to this situation Sincerely [redacted]

Review: When we bought this condo there was an Eemax tankless system. We started having problems with heat element burning out. After too many cold showers we just decided to replace the unit...we liked the energy saving concept. They fail to tell you that you must run water for five minutes before it gets warm. Had new one replaced April 2015 It is now November 2015 and we were taking cold showers again. Had plumber come that evening and remove it and put a hot water tank in it's place. Both plumbers we used were licensed plumbers and their opinions were...product is unreliable...and sure enough six months later he is back to replace it. I contacted Eemax and they only response was you should have contacted our technical support. WE are not plumbers...how would we know what to do to fix it!?!?!? That was it...said take it back to Ferguson where we bought it and see if they would help us out. 1600.00 dollars we have spent in six months to enjoy a warm shower and get our dishes clean.Desired Settlement: We should be refunded at least for a defective useless unreliable product

Business

Response:

I am sorry to hear that you had heating issues with your

EX190TC (Serial Number [redacted]). The

normal procedure when a problem arises would be to contact our technical

support staff who would advise you as to the proper steps to be taken to remedy

the issue.

I understand that one of our technical support personnel

contacted you yesterday. As per his instructions,

please send him a copy of your paid invoice and we will be happy to reimburse you

the purchase price of this heater. In addition,

he will be sending you a Return Authorization label for you to return the

defective unit so we can investigate the heater failure when it arrives at our

facility.

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Description: Water Heaters - Dealers

Address: 400 Captain Neville Dr, Waterbury, Connecticut, United States, 06705

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