Comfort Link User Reviews

Name: Comfort Link
Rating: 2.08333 (24 reviews)

Comfort Link

Ariston SpA

🔧 Utilities

📊 Productivity

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The app is down and not working for days now

The website is also down. Is the service dead?

Ahmed Alsmairat

7 months ago

Response from developer

Dear customer, we suggest you navigate to https://discover.nti.remotethermo.com/ for guides and support. Kindest regards, Support Team

Worst app ever! Won’t connect!

I have spent way too much time trying to get this app to work since getting our water heater a week ago. I finally got it connect after 2 days then it took almost 2 days to load the information. It worked for less than 2 days and now shows offline. I’ve tried everything I can think of to get it to connect with no luck. To say I’m frustrated is an understatement. Please fix it!

MaeMaeNP

7 months ago

Response from developer

Dear customer, we are sorry that you're not having an optimal experience with our app; please navigate to https://discover.nti.remotethermo.com/ for guides and support. Kindest regards, Support Team

Not sure it’s possible to be worse

The setup returns misleading responses claiming you have no working WiFi when reality is that the device is misbehaving which makes it impossible to diagnose.

They require you to enter the same tariff details over and over and over again because they can’t handle times that pass midnight or dates that pass the new year. You must re-enter for weekends even if they are the same.

Finally not a single choice in the UI makes sense, even to HVAC installers. There’s literally zero description of what happens or what changes when you enter your tariffs.

It’s an app and it usually doesn’t hang. But it’s not good at anything and it’s generally incomprehensible.

JoRhett

10 months ago

Response from developer

Dear customer, we are sorry that you're not having an optimal experience with our app; please navigate to https://discover.nti.remotethermo.com for guides and support. Kindest regards, Support Team

Didn’t link despite multiple tries

Simply doesn’t work

Portlandia Oregonian

10 months ago

Response from developer

Dear customer, our team will be happy to assist you with the issue you are reporting; please email us at info.connectivity@aristonthermo.us with more details of your problem. Kindest regards, Support Team

Garbage

Constantly disconnects and at the worse time every time. I use for hot water tank
Scheduled water to low and when it came time to turn on tank app failed and was down for awhile when I needed hot water.
Fix your app!

wasssuuppiie

a year ago

Response from developer

Dear customer, we are sorry that you're not having an optimal experience with our app; please tell us more at info.connectivity@aristonthermo.us. Kindest regards, Support Team

Genius

The app does what is says. I presume the low rating is due to the low number of reviewers. In all fairness, very few people have this new home tech, and I imagine even less, try the app. The app allows me to remotely control my new Heat Pump Hybrid Water Heater with my phone. This translates to less money spent on heating water, because let’s be real, I don’t need my water heater to be heating water at 3 am!

Kokis0394

a year ago

Response from developer

Dear customer, thank you for your feedback and evaluation! Kindest regards, Support Team

Not working

I purchased a new hybrid American Standard water heater that uses this app. The technicians who installed the water heater spent longer trying to get the app to work than they did installing the actual water heater. They eventually gave up and left. They just asked me to keep them updated. The app still doesn’t work, which limits the functionality of my expensive water heater. I’m stuck on the dreaded “try refreshing the page” screen. Customers beware until this app functionality is fixed. Installers, you’re going to be wasting a lot of hours of labor trying to get this thing to work.

Joshua_______

a year ago

Response from developer

Dear customer, we are sorry that you're not having an optimal experience with our app; please tell us more at info.connectivity@aristonthermo.us Kindest regards, Support Team

Not working at all so far

Update: I’ve revised my review from one star to three because the app did eventually start working. So far the app seems decent and does what I want (allows me to schedule times for the heat pump to run so we don’t have to hear it when we want quiet). But the onboarding process was so frustrating that I can’t give it more than three stars. Specifically, the app telling me to “wait a few seconds” for the water heater data/controls to appear was super frustrating, because it actually took hours!

Original review below:

I’ve spent about an hour trying to get this app set up with my water heater. After a fairly complicated/glitchy operation to pair the water heater and phone, the app tells me to “wait a few seconds” and then refresh, but it’s been at least 30 minutes and nothing is happening yet. Being able to control this water heater remotely was a big selling point for me. I’m going to relay to my plumber that he shouldn’t sell these water heaters to customers who need app access.

jmats79

2 years ago

Response from developer

Dear User, thank you for your feedback. We are sorry that your experience with the app is not optimal, write to us at info.connectivity@aristonthermo.us, our team is always available for any clarification. Best regards, Comfort Link Support Team

Not working at all so far

I’ve spent about an hour trying to get this app set up with my water heater. After a fairly complicated/glitchy operation to pair the water heater and phone, the app tells me to “wait a few seconds” and then refresh, but it’s been at least 30 minutes and nothing is happening yet. Being able to control this water heater remotely was a big selling point for me. I’m going to relay to my plumber that he shouldn’t sell these water heaters to customers who need app access.

jmats79

2 years ago

Response from developer

Garbage

wasssuuppiie

2 years ago

Response from developer

Just doesn’t work

This app doesn’t seem to work or do anything at all. I had to go through the WiFi setup on the water heater a half dozen times - finally it said it is complete. However the app just says “The product is online but we are still gathering the information needed to open the homepage.” It has been stuck in this state for over a day.

KpaBap

2 years ago

Response from developer

Exceedingly frustrating

I have spent over 4 hours trying to set up this app and have not succeeded. It is incredibly frustrating as every time I tried a different obstacle would appear. At this point, it is incredible to believe that companies like American Standard rely on such apps to assist with their customer service.

Andy Branfig

2 years ago

Response from developer

Works, but very complicated process to connect American Standard HPWH

I think the American Standard product manual is just wrong and the app’s instructions are way too vague. The following may only be relevant to American Standard HPWH: Before trying the app, the water heater needs to be in “AP” mode. The manual says “hold down” the + and - keys for five seconds, but really you need to press them together, repeatedly, a few times. Then, disconnect your phone from your home’s WiFi network and connect it to “Remote GW Thermo”. In iOS Settings, turn off Cellular Data permissions for Comfort Link. That way, Comfort Link will actually have to connect to the water heater, which it wouldn’t otherwise for me. After you put in your home’s WiFi info, you might have to turn Cellular Data permissions back on again so you can complete the registration process. Even after you have successfully registered the water heater, connected it to WiFi and to Comfort Link, it may still take an hour for Comfort Link to load any data from the water heater. In the end it works, but this process is ridiculously complicated and undocumented in the manual.

%[#[#]>{€|*{£

2 years ago

Response from developer

Dear Customer, We are sorry to hear that you are not having an optimal experience with our app. Our team is available to assist you at info.connectivity@aristonthermo.us Best regards, Support Team

The app is working fine

At the first app startup after connecting my Am Standard HPW to my home WiFi and adding it to the app, it took a couple of hours to get past the message “product is online, but we are gathering all the information needed to open the home page”. So be patient, it will eventually load and the app will be functional. The scheduling options are excellent. I can’t yet speak to the accuracy of the temp readings or power consumption. It’s great to have wireless access to the heater which is down in a subterranean machine room below the house.

Socreteur

2 years ago

Response from developer

Dear User, thank you for your feedback and rating! For any clarification our team is always available at info.connectivity@aristonthermo.com. Kind regards, Comfort Link Support Team

Painful app - slow to register. Bad data

It took 2 days to finally be able to signup in app. Then it took 4 days for data to show up in the app, support said “just wait longer”. Then for hot water the app shows the temp at the bottom of the tank, not the temp of what actually comes out of hot output pipe.

Terrible app and poor hot water heater as well.

Support took a week to even reply to a ticket.

Notsmart

2 years ago

Response from developer

Dear User, thank you for your feedback. We apologize infinitely for the late response, for any clarification do not hesitate to contact us again. Kind regards Comfort Link Support Team

Does not work at all

Unable to connect my water heater despite following all instructions. The app just stays stuck on the connecting to WiFi step

Talal916

2 years ago

Response from developer

Dear customer, thank you for your feedback. Our team would be happy to look into this and provide the necessary support for the configuration and registration. Kindly send us additional details, screenshot/videos of the issue at info.connectivity@aristonthermo.us along with your product's Gateway Serial Number. Kind regards, Comfort Link Support Team

comfort link

I can not register because of a communication error. It should not be this hard to regtster

Winslow8856

3 years ago

Response from developer

Dear customer, thank you for your feedback. In case you are still experiencing this, kindly write us additional details so our technical support team can assist you wit that. Please write us at info.connectivity@aristonthermo.us. Kindest Regards, Comfort Link Support Team

App satisfaisante

La connexion avec le chauffe-eau n’était pas facile car le mode d’emploi doit être plus claire.

Mouslih

3 years ago

Response from developer

Cher client, merci pour votre retour. Nous vous rappelons que notre équipe est toujours disponible pour une assistance en matière de connectivité, ou en cas de problème sur le processus de connectivité, à info.connectivity@aristonthermo.us. Cordialement, Équipe d'assistance Comfort Link