if youre thinking of getting Eco Alliance DONT!! The water takes ages to heat up for a shower, I turn it on, brush my teeth get undressed and then its just started to warm up, so we waste so much water, their answer is "thats how it is" now after 2 years we have no hot water at all and after calling them its going to cost at least 600 to repair… Read more
and from what I read in these reviews the problems are just going to get worse, piece of cr#p ....dont bother , going back to our Rheem
Reviews with attachments
Unethical company selling units that they know are faulty. The unit is advertised as quiet but works at 70 decibels (very loud) with a high pitch squeal constantly (see video attached). According to the technician that came out this is a known issue, however, they continue to sell them. The app for the unit also does not have timer functionality… Read more
as advertised. Again another issue they are already aware of but continue to sell and falsely advertise.
Other issues we've had since having a unit installed: - the unit continuing to run all the time even when turned off (see video) - defeats the purposes of upgrading from gas to save money - the timer functionality not working and cycling on the screen unable to set - the unit not turning on some days and having no hot water.
Their response as the manufacturer who holds the warranty: "As the manufacturer, we are here to support where appropriate, but if you remain unhappy with the unit itself, it would be most appropriate to work with your installer to explore alternative solutions." meaning the warranty is worth absolutely nothing.
Never solved a problem I raised! Called and messaged more than 20 times over 3 months and still refuse to respond!
Poor service and product . national manger [Name Removed] is useless. Installation is very bad and water leaks into the walls. Company stand that’s how it is and they can’t do anything about it .
- +1
I had 2 tanks at 210 litres each and it still couldn’t handle what my rinnai 26 did . Absolute piece of junk . Stopped working over 6 times in first year. Got my plumber to install my old 20 year old rinnai and it leaves eco crap for dead . Straight to sims metal. Every time you call , you talk to someone in India . My kids where having showers at the gym
- +1
Very unhappy customer - felt taken advantage of – I did not have a very good experience at all. Firstly, when I enquired early 2024 was told of the low cost to have one installed as government incentives were great. I needed to have it placed in a different spot due to the height and had extra charges added on which is fair however, they mucked me around trying to get it installed before early… Read more
June as the cost went up due to less government rebate, I worked a lot & lived alone in a new house therefore only had specific days for them to come & install, they took over a week to get back to me with my availabilities then could not meet any of my days & said they only installed in my area on 2 specific days in the week, didn't even try to meet my availabilities by time they got around to doing the job it had past the date (19/6/24) therefore cost me an extra $1000 (they say no extra costs). Had it installed but then had no water flow or hot water, took a few days to come back out and check, realised a valve was turned off but tried to say I or someone else turned this off, I told them about no hot water they said now the valve is the right way will be ok. I had no hot water for at least 1 week, they came back out & told me there was no "O ring" in the system which caused gas to leak out & that was the cause of no hot water. They had to remove & replace the whole system which they did the day I flew out to overseas luckily my son could be here for the installation, then whilst away they turned up out of the blue, no contact & my gf who stayed at my house asked why they came, they stated they had to cover the copper pipes due to regulations, she asked why they didn't call & stated "we're here now"... after completing the quick job my friend was astonished at the poor workmanship, foamy bits were cut abruptly & placed with no ties, which with high winds they just blew off, I came back & contacted them which they came out at a later date to replace them more neatly & with ties as per my requests. I tried contacting the company to get some sort of compensation for having no hot water for over a week, the poor workmanship, delays on installation (I felt were deliberate to get more money) and having to have a brand new hot water system replaced to no avail. They did not bother contacting me back, helping me or made any offer. One lady did contact me after my complain but after a while I didn't hear back from her either. I would never use them every again & wished I never went with this company & certainly will not pass on their name to any of my friends/family. Sick of paying for poor workmanship & inconsiderate companies. Be careful if you go with them. I felt like I was taking advantage of being a female. Since having the new system, it has been good, the system could be a bit more quieter though as the humming can be a little loud especially that mine is outside and near a bedroom window hence why I gave a 1 star......
Latest follow-ups
Very average at best. Replaced a HWS under the state govt scheme in 11/2021. The first unit was clearly rolled down a hill and full of dents, it was replaced. This one has now died, 3 1/2 years after being fitted new. A plumber assessed and said the… Read more
unit was faulty, and was known to be inadequate and not fit for purpose. Eco Alliance, without assessing the cause of the dead unit, blamed me for not having it serviced. Apparently that's on the fine print but no appropriate hand over or instructions are provided when fitted. Following several email exchanges, where the blame was clearly placed on me, they have reneged on replacing the unit. They should not be in business. They are underhanded and deceptive. Do not get sucked into using this company unless you are willing to stump up again several times over. Horrendous experience and lack of accountability.
Follow-up · I've been asked to write a follow up review for specific questions. What specific instructions were missing - when you buy one of these units you receive an email with the paperwork, including the ridiculous one year warranty. Generally hot water systems are set and forget with some maintenance along the way. Eco Alliance argue I didn't maintain… Read more
Positive reviews
Well, i have had a heat pump supplied and fitted, and all I can say is the sales team and the fitters are all great too, deal with and they know what they are doing, that's for sure, great blokes that's for sure
Ben G from the service department made an email to me around 1pm after i called to complain that morning about minor timer issues with our HWS unit coming on-at wrong time settings I know people can be lucky or unlucky with installs and follow up but these guys i have to give honest credit- Ben sent me a short list of issues as we are… Read more
subjected to random power outages which i am now told could reset the timer settings. we did it and checked it and all good so far so to Ecoalliance and Ben- big thanks to you
Not a lot of HOT water before showers run cool/cold – Had 2x155 l tanks installed to replace our 315 l electric tank 3 years ago. Installation procedure was excellent and haven't had any problems apart from the fact that we only get two consecutive hot showers before the water starts to go cool. With the old electric system we could get 5 consecutive showers. As an experiment , I'm tempted to run the… Read more
thing into 20 litre buckets just to see how much HOT water comes out of it until it goes cool.
UPDATE: After checking with neighbour who has the same set up as me and never runs out of water with a family , I discovered that the hot water outlet tap on one of the tanks had been turned off. All good now......plenty of hot water !
Negative reviews
OMG, only 3 and a half years and the heat pump has stopped working. Noticed luke warm water while washing dishes and the pump didn't seem to be kicking in after running the hot water like it usually does. After reading other reviews it seems to be the norm. I have rang company but no one there being a Saturday. I'm so p*ssed off. Another nonsense… Read more
government scheme that saves consumers nothing!!!! Now I have to buy another hot water unit that I can't afford.
Attention everyone! If you’re thinking of replacing your hot water system with a heat pump, do NOT go with Eco Alliance or Ecogenica (they are essentially the same company). I had two units installed less than 4 years ago, and a problem started on Thursday, 21 August 2025 — no hot water. When they came out to check, one of the unit’s fans wasn’t… Read more
running, No hot water at all
According to their online information, Eco Alliance Dynaheat heat pumps are advertised with a 5-year compressor warranty and a 7-year tank warranty, plus 12 months on parts and workmanship if installed by a certified installer (source: portal.eeanz.com).
However, when I called their customer service, I was told my model only has a 2-year warranty — a complete misleading advertisement! I asked for a website to verify my warranty, and the representative said they don’t have a specific website, only an internal list.
Now, to even look at the problem, I have to pay $230 for a call-out fee, and if they can’t fix it, I’ll have to pay for a new compressor (price not even disclosed yet).
This experience is extremely disappointing and frustrating — I feel misled and overcharged for something that should have been covered under warranty.
The system has been good for about 3 years. Now only producing lukewarm water. Customer service terrible. The call centre in another country. Took 10mins just to get the spelling of my name and address right. Still awaiting contact from service for 7 days. Our old HWS was old school. 20plus years old with no issues…what a bloody regret from… Read more
changing over…what a fool I am. I spoke to my sparky and he said the heat pump HWS are a nightmare to try and figure out what is wrong with them,even the top of range ones are [Content Removed]! Stay clear!!!
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Recent reviews
We were extremely happy with after sales service on our Eco Alliance heat pump. We had the pump installed 3 years ago and it has been working perfectly up until around 8 weeks ago. The hot water was slowly cooling down but the pump was running as… Read more
usual, so it took us a while to realise there was an issue when the water wasnt as hot as normal. I phoned Eco Alliance and my call was answered very quickly. Then a trouble shooter phoned me back the same morning and diagnosed a valve issue and he organised a plumber who arrived within a couple of days and it eas a very easy quick fix. We were grateful for the speedy attention we received. Thanks Eco Aliance.
Follow-up · We are extremely happy with our heat pump and the service reeived from Eco Alliance. The warranty period for the valve replacement was 3 years, but we were 2 months out of warranty. However Eco Allance never charged us. The valve regulates the amount of cold water entering tank to keep water at regulation safe temperature. The Valve slowly failed… Read more
There's a lot of negative reviews out there, but I wanted to post a positive one. I had an issue with my heat pump not being hot enough over the Christmas holidays, rang the customer service line day after Boxing Day and reported issue. Within hours I'd had a response and a plumber booked for the following day. He arrived before 9am and fixed the… Read more
unit. Sure, it wasn't cheap, being out of warranty, a new temperature valve needed, but I was happy to pay for such fast and super efficient service. Have had no other problems with my heat pump prior to this.
Extremely terrible quality with their heat pump hot water system, don't use this company!!! – new buyers beware, DO NOT use their heat pump hot water system!!!!!! the quality of their product is extremely terrible, we had the first system installed in 2019, then within 3 years it was broken, we waited for 2 months without hot water for these people to have a new system replaced for us in 2022, only after 6 months, the fan became extremely… Read more
loud and noisy, now only 2.5 year having leaking problems, the edge of the water tank getting a bit rusty already, and this company only offered a 2 year service warranty, they are charging $230+GST for a single service check up, ridiculous and terrible product and service!!!!!!!!
the worst experience ive ever had, still no hot water 3 days after making a claim ,not worth a noggin of goatshit – why is there no option for no stars? three days after breakdown of 5 month old unit still no hot water, #%ucking useless plus the installer tried to scam me for an extra 1500 bucks! a criminal organization staffed by incompetent crooks ,do yourself a favour, go elsewhere
Absolute fraud – Heat pump hut water tank units are fitted with an artificial firmware lockout that will disable the unit without an error code, which has to be manually reset to re-enable the unit with a hidden button and mode switching sequence, and the panel for this is kept hidden under the top steel panel of the unit requiring about 10 screws to be removed.… Read more
In addition to this, in their warranty disclaimer they state that they do not do the warranty jobs for free and you must pay a technician a large sum to diagnose, reset or replace the unit, they then go out of their way to target less technologically-savvy users that are not familiar with these things or even know that theres a control unit on the inside to begin with, to long-term scam people out of their money while also scamming the government from the free rebate that they are initially paid.
So in summary they basically commit fraud with taxpayer money direct from the government, they charge pensioners for defective units for further taxpayer theft, and/or they charge people who have to work tiring jobs to pay just to keep their hot water running, which then also again includes additional taxpayer funds
155L Dynaheat pump failing?? Why? – 155L DYNAHEAT Heat Pump seems to be failing already? It was installed August 2021 under the Govt. rebate scheme for pensioners and other low-income earners to save money with hot water. Was pretty good till about 8 months ago, did reduce my costs and use for which I was most grateful. However despite no other changes in home use of electricity… Read more
appliances etc my daily usage most of this year monitored by Powerpal has doubled or even more. And despite keeping my hot water and overall electricity use to a bare minimum.
It must be the heat pump draining the electricity I believe as it is always turning on and off, sounds noisier than it used to and the hot water is not lasting for long, just enough for a few minutes shower. Even if I don't use hardly any other heating in the home beyond a heated bed throw for a few hours at night which uses very little electricity, my overall daily electricity use is still increasing significantly. There is no signs of damage to the pump, it is clean and was installed by your authorised electricians in 2021. And inspected Sept. this year.
I also arranged for your heat pump service in September 2024 hoping to get some answers, but it doesn't seem to have improved it, and the electrician didn't explain what tests he did for the $250 service. Even with warmer Spring weather now in Melbourne, it has been costing more per day to run than in the middle of Winter over the last few years, checking my records. And comparing my daily electricity usage in kilowatts with eg November 2022, my use has now nearly tripled some days, despite no other changes in my way of using electricity to account for this. The heat pump does what it does automatically and with this model the controls are hidden behind the panel. What is going on? Is there someone in Melbourne I can speak to directly, not via the service centre overseas? Help!!
Worst product and service – We had a routine inspection at our place (was still a rental back then) when it had an existing gas hot water system. They (Want a Heat Pump) recommended we change over from gas to electric heat pump but I declined as the gas one still worked fine. Miraculously 2 days later we got a phonecall saying the tank has burst (small leak) and they have to… Read more
rectify by installing an electric heat pump. How convenient?! Anyway, they ended up installing an Eco215 system from Eco Alliance because it's all they had on the shelf, apparently. This system started showing faults JUST after the 1 year warranty ended and its just gone from bad to worse since then up to the point now where we've replaced the PTR valve but still, it just won't work as it should. There's boiling water coming from the relief valve but still just warm water from the taps inside. Everything is set to the hottest possible settings on the Heat Pump itself and valve but you can shower without having to mix any cold through. The fan used to run non stop then we'll set the timers which would just reset itself again after a while. I am so sick of having to complain about this hot water system which we paid $2000 for through the government scheme. Who's being held accountable for this scam?
Discusting customer service – Have never experienced such poor customer service EVER. Fan constantly running and no hot water contacted company told a technician would contact me by 5pm that same day 4 days later and numerous calls to the company still no phone call from the technician. Was also told a technician would be arriving on a particular day between 8qmand 12pm I… Read more
took the day off work so I was home and able to let them in I did not leave my house all day and they were a NO SHOW rang the company AGAIN and was told I need to patiently wait for the technician to show and that he is running late but when I questioned the customer service officer how she was aware that the technician was running late when they had previously informed me they had no contact details for the technician I was rudely told to mind my own business and to not ask those questions....
Prompt and professional post-sale repair service – Had an Ecogenica heat pump hot water system installed in 2023. Fast forward 11 months, and after some heavy rain, it stopped working (Friday afternoon, of course!). Contacted the service team at Ecogenica/EcoAlliance who were straight onto it. A technician was able to troubleshoot over the phone, identifying an issue with the power supply. Was… Read more
able to draw power from an adjacent powerpoint and get back in action promptly. Two business days later, they followed up with an electrician who was able to quickly resolve the issue once and for all (simply a result of water ingress into the power plug, short-circuiting it). So I'm pretty happy with the service. Thanks guys!
Find out how Eco Alliance compares to other Appliance Brands
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Very poor interaction with Account Manager – I requested a quotation online for a Ecogenica heat pump HWS. Once I received the quote, I contacted the quote provider to get clarification on some details not included in the quote. The conversation was going well enough until I asked about the rebate structure, where i was then accused of working for one of Eco alliances competitors, and he… Read more
insisted on talking over me, and the call was ended abruptly. I find it extremely offensive to be accused of such as i was only wanting information to make an informed decision. This individual clearly has no idea about customer service and should not be in a customer facing role.
Don’t employ – If I could leave a minus review I would. Please anyone who would consider them please don’t. You get ripped off and they ask you to do their work. Absolutely the most disgusting mob I have ever dealt with with. Robbers, crooks, and product rubbish. Noncompliance and inconvenience.
Well Done Eco Alliance ... very impressed with your customer service!! – Compressor on our Ecogenica heat pump suddenly died after 18 months of trouble free use. Called Eco Alliance. Within 24hrs, Service Technician on site, both compressor & tank replaced under warranty. Outstanding service, just like we received when unit was originally installed in Feb 2023.
Breaks 1 month out of warranty – This company does Comply with Australian Consumer Rights/Laws, Hot water server broke 1 month after what they claim is warranty period and they want to charge for repairs. Eventually after calling Victorian Energy Upgrades (who were very helpful and contacted them) and Consumer Affairs Victoria they sent some out to repair.
Hi Michael, that does sound very unfortunate. We do… Read more
Disgusted customer – I had an eco alliance hot water system installed a couple of years ago and have had to have the technicians out several times . But this time I have called at least 7 times to find out how to adjust the timer as I dont need to have it running 24/7 with the high bills and each time I am told they will escalate my request or the technician will call and nobody does anything . Absolutely dreadful service .
Hi Wendy, are you able to email me your details… Read more
Bad service – The overseas service centre is useless, they say what you want to hear, never a definitive answer. They booked me in to upgrade from 2x155lt tanks which you think would be good enough for a family of 5 but obviously not, running out of hot water most days. The booking kept being canceled bc the driver broke down ( numerous times was given this… Read more
excuse) and every time I checked in with them the units were not available. I then get a call saying they came and changed them over, I was not home at the time, I was very surprised to hear this. When I got home they hadn’t actually done anything??? I gave up in the end. It has been 2yrs and I get a plumber sent out needing to make the tanks compliant!!! He was very shocked to hear my story and that they hadn’t called to let me know he was even coming! Very poor service and again still waiting on the change over
Hi Melissa, thanks for leaving feedback. I'll take a… Read more
Prompt and efficient service – Mixer valve failed after two years on my HWS. I called the service centre for help and 12 hours later Colin the local service agent in Geelong had fix3d the problem under warranty. 5 star performance. Thankyou! Show reply
Worse scam ever – Straight off the cuff had an issue with my water pressure then 2 weeks later a pipe burst behind my wall and cost me $1000 to be fixed ON A SUNDAY!!! Every time the toilet gets flushed the pipes bang.. (never did that before) when the taps get turned off the pipes bang. When I tried to call the number on the pamphlet there was no answer so I text… Read more
the number and now all of a sudden it’s not being unmonitored.. smh I get a 1300 number to call but no one answers. The whole set up is and absolute eyesore completely annoyed that I got roped into changing my water system for this piece of rubbish.. Dissatisfied is an understatement.
Hi Manda, please call us on 1300 341 010 and we can… Read more (+2 replies)
Poor Installation, No Customer Service, All Up Cost $3000 – Poor Installation, No Customer Service, All Up Cost $3000 I had a 290L heat pump installed about 8 weeks ago, Installation was very poor, The tank and refrigeration unit aren't level, No bracket holding the tank to the wall. The slab was just roughly dropped into the space where the old gas unit was, Even thou the tank would have fitted in the… Read more
same space as the old gas unit sat, They said they had to put it there due to regulations, Looks like crap now I would have cut the concrete and prepared the slab myself if i knew this was going to happen. I paid an extra $100 to have the unit mounted on the wall as they said the concrete wasn't level, Due to regulations, They couldn't even get that right After the job was finished he checked the meter for gas leaks, And sure enough there was a tiny leak of 0.5 Kilojoules per 5 minutes, So he capped the gas line with a rubber seal, And told me i would have to ring a plumber to find out where the leak is coming from. So we had no gas for cooking or for ducted heating for 2 days, Till a plumber and gas leak specialist were called out. The job took less than half an hour, They capped the gas cooktop and it was faulty, The job cost $800, Massive rip off Now I'm still without a cooktop, And it's costing me another $1000 to put in an induction cooktop and getting it wired up by an electrician. It's not just the inconvenience of not having a cooktop for weeks, but I'm out of pocket $3000 with the new tank I called them about it and sent some pictures of the job, And they assured me someone would be contacting me about it soon. Since i paid them the money i haven't heard boo from Eco Alliance We had a perfectly good AquaMax 390 gas unit, And as there is no mixer valve on the heat pump tank, So Water pressure is pretty poor too. And you can't adjust the temperature or set the time the unit comes on without taking the top of the refrigeration unit, Very poor design. All i can say is if your gas appliances are over 10 years old JUST DON'T DO IT, Unless your old system breaks or you get someone to check your gas lines first, Prepare the area for the tank and refrigeration unit yourself first, As the installers don't give a crap, They just want to be out of there as quickly as possible and move on to the next job And if your ducted heating system has a gas leak, You will be up for a lot more than $800 Eco Alliance is just rubbish, Go with someone else. And as for saving money switching from gas, The unit turns on 4 to 5 times a day, So I will most likely have to take the top off the refrigeration unit and set the temperature and times the unit turns on as well, As contacting Eco alliance about it is just a big waste of time. Even had the cheek to contact me last week for a review of the installation, When i told her what had happened she assured me someone would be contacting me about it, A week past, Heard nothing, So decided to leave the review.
Thanks for leaving a review John. I'll send you a… Read more
Terrible Customer Service and Horrible Product – Terrible company to deal with. We have been without hot water now for a couple of days. No answer when you call, only a recorded message that someone will call back. NO CALL BACK TO DATE< NO EMAIL REPLY~NOTHING. If you can't do your job correctly for such an important utility, THEN GET OUT OF BUSINESS and leave it to the real professionals.
Hi Roz, can you confirm what number you are trying to… Read more
Poor service – You would be well advised to steer clear of this company and find someone more professional. I first contacted them in August 2022 to apply for the Vic gov hot water scheme when it was free. After being approved l have continuously contacted them to have the installation done. I finally was contacted by somebody last week who told me they no… Read more
longer service my area, so l miss out. Very unprofessional. If they were not getting goverment money l doubt if they would exist.
Thanks for leaving feedback Michael, I'll send you a… Read more
Forcing Hot Water System installation without your consent and without accepting the quote – I was requesting a quote for 260L tank but was given the quote for 290L. The sales rep. blatantly replied it cost the same due to the rebate from gov. to make the product free. Clearly that's not what's written in the itemised quote. To make matter worse, the Sales rep. made installation schedule without consulting me for the next day and without… Read more
me accepting the quote. I have called back to ask who made the schedule without my consent and to cancel it. The next day, I still didn't get an answer who made the schedule without my consent but rather the staff still asking me if I want to do installation for the day.
I've decided to go somewhere else.
Thanks for leaving feedback. I'll send you a private… Read more
Great Heat Water System – Absolutely love our new heat water system. We have not had any issues and we cannot thank the team at Eco ! Show reply
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EDIT Update: After some more calls via Call Centre overseas a technician came out, and installed a… Read more