My clients bought a Ditra-heat flooring…
My clients bought a Ditra-heat flooring system, with Ditra-Heat-E-Wifi thermostat, that we installed last November. Last month, September 2025, the client called me to let me know that their floor heat would not turn on. I was able to get the electrician to go by on October 6th, in which he tested the floor heat cables, sensors, and figured out that the thermostat was bad. The next day, I drove down to Daltile (where the thermostat was purchased) and the rep there said, “Call Jeremy, the Schluter rep, he’s local and will help you out, here’s his number…”. I called Jeremy and left him a lengthy voicemail stating that I had the electrician test everything and that I needed his help. Jeremy doesn’t call me back, he just sends a text stating, “I got your voicemail regarding the thermostat. For electrical issues please call 888-472-4588 and they can help you with troubleshooting over the phone when you were on the job site.” I replied back to him that, “It’s not an electrical issue it’s a thermostat issue”. Apparently, Jeremy couldn’t be bothered, so just texted back, “Any claim and/or trouble shooting needs to go through our corporate office”, and that’s the last I heard from him. No follow up, he could care less. What’s the point in having a Schluter rep? Suffice it to say, I bought another thermostat (because I care about my clients), though from Master wholesale though since Daltile doesn’t stock them (see attached). I drove an hour North to the project and changed out the Thermostat. It worked, the original thermostat was bad, the floor heat is back on but no thanks to Schluter. Now, I spent three hours driving around to buy the thermostat, take it up to the project, and install it. At this point, Schluter owes me not only for a new thermostat, but also for my time and the electrician’s time. As someone that purchases A LOT of Schluter products, I will definitely be looking at Nuheat or SunTouch the next time that a client needs floor heat.
By Patrick J.