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Business Profile

Composting Toilets

EcoJohn

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Composting Toilets.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:09/25/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order was shipped on Aug 27, after being back ordered for 4 weeks and received it on Sept 10.

    My husband followed all instructions to set up the $4,000 toilet. He went to do the initial test per instructions from the company and the unit does not work.

    We emailed them on Sept 16 letting them know our issues. They sent trouble shooting instructions which my husband did. Then he had to leave for work for a couple of months.

    I contacted EcoJohn again to let them know we were not able to get it to run the initial test and we haven’t even been able to use it. They said they would not return it because it’s been used, which it hasn’t, and sent the terms of sale to me.

    It would be different if we received a toilet that works but we didn’t, we received a toilet that has not work once. It’s me and my three children, 11, 8 and 4 and we need a working toilet and I let Eco John know that.

    I spoke again with the technician and he said once I opened the box, we accepted those terms. That they test each unit to make sure it works and once the box is opened we can return. But that we are in a one year warranty and they will replace parts if needed.

    Business Response

    Date: 10/09/2024

    The product was tested and went through all of Ecojohn's quality and control checks before it got shipped out to the customer. Everything was working 100% before it got shipped out.

    The customer installed the product themselves, not by Ecojohn.

    Upon installing it, the customer noticed an error message on the display, which could be a result of installation error.

    Ecojohn support team has been in contact with the customer to let them know what to check and how to clear the message, but the customer complained about her husband not being in the country any longer and that she had 3 kids, hence she didn't have time to do any troubleshooting.

    Ecojohn has explained that the customer has the option to continue to work with the support team, or they can arrange to send it back to our factory for inspection. Ecojohn also recommended that the customer hire a local electrician who are experienced with installing gas appliances, if the installation is not done correctly or if there has been some shipping damages, there could be some error messages on the display. 

    Furthermore, before purchasing the product, the customer agrees on ******* to our term of sale, which clearly explains what our terms are and this has been explained to the customer. They have the option to return the unit in new condition, but there will be a restocking fee, or they can send it back to us for inspection, or they can continue to work with our support team. 

    Since our technical support team is confident that they can guide and educate the customer or a local gas technician, we recommend that they continue to work with our support team. 

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