Brett B Zeb
map-marker Emporia, Kansas

Customer service

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Customer service person ( John ) wouldn't even listen to what my problem or concern with my system was . He repeatedly cut me off saying he couldn't say anything because I didn't use a Hydro Smart boiler and the liability involved . I had a couple of simple questions about pressure settings and temperature drop within the hydro smart control panel , but I was never allowed to get the words out of my mouth before being interrupted and being told he refused to answer questions because of the brand of heater I was using and that I should call the water heater company and have them trouble shoot the issue , like they would have any idea about hydro smart's products . Again , all I wanted to know was what the gauges should read in a functioning system . I wasn't blaming him for anything . I wanted to ask because I can't find any literature anywhere for their products other than how to fill the system
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Preferred solution: A simple answer to my question of settings and readings on the gauges in a functioning system regardless of the heat source .

User's recommendation: Don't buy Hydro Smart Products , No customer support

1 comment
Guest

Was thinking seriously about buying one thru Menards. I have now read 3 reviews (2 on BBB and now this one) which all complain about the same problem, customer support. This makes up my mind, no support = bad investment!

Daniel H Zjx
map-marker Elk River, Minnesota

Poor Quality Service

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I am a electrical contractor that specializes in automation systems for industrial facilities. I purchased a Hydro Smart Micro 120 boiler from Menard's. My system consisted of circulating water through the hydro smart boiler and returning to a 80 gallon buffer tank. When my pump would turn on and and begin circulating water the boiler would not heat. I contacted hydro smart and talked with a Mr. John Curtis. Right from the start he was extremely rude and was not willing to walk through any troubleshooting steps with me to resolve my issue, only that i had the wrong pump (even though my pump was the one hydro smart uses on their display) and my system would never work because i wasn't a contractor. I purchased a larger pump and installed it and the boiler still would not work. I contacted John again, and he continued to be extremely rude, almost yelling at me on the phone, not willing to try and troubleshoot my issue, again only to tell me that because i am not a contractor my system will never work, he asked me what pump i put on and told me again it was the wrong pump. I asked what pump do you recommend and he told me to purchase a Grundfos UP26-99 pump. I purchased and installed and my boiler still did not function. I contacted John again, trying to explain to him that there is something wrong with the boiler and not my system and again, he was very rude, yelling, now telling me that the Grundfos UP26-99 pump was to big for this boiler. Johns only resolution was to tell me just to take the boiler back to Menard's. (this is a special order item and cannot be returned) After being treated very poorly by John, i then called hydro smart and spoke to their parts department and ordered a new flow meter for the boiler, hydro smart refused to warranty it. (had to pay $100 for it). I installed the new flow meter, and my system is working just fine. Although my system is working, after being treated the way that i was by John and hydro smart i would prefer a refund.
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Loss:
$1300
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

Yet another complaint about the same thing … some guy named John! Is he the only support tech fella?

I see that someone named John owns the company, is that the same guy?

This post is more than enough to scare me away. Thank you guys for making these problems known!

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