“Hi,
I did not have a good experience. I purchased the water heater from Home Depot but they were out of the bottom cover box that I needed. I used your website and ordered the cover box at a much higher price. When I received the cover box (which was delivered to the wrong address), I discovered it was to large. You gave me the correct cover box to order and I received the new smaller box (which was the same price as the larger box (which was also delivered to the wrong address). I then returned the original cover box and had to pay return shipping and also got a return penalty.
I have moved on from this experience and will never buy anything from you again. You asked for my short review.”
Hi Paul,
Thank you for your review. I’m sorry to hear the overall experience felt frustrating, and I’d like to clarify a few important details.
We had the part in stock when it was unavailable through Home Depot and shipped both of your orders the same day they were placed. The initial order was for an incorrect size, but once you contacted us, we worked with you directly to identify the correct part and promptly sent a replacement at our expense.
Regarding delivery, both shipments were sent to the address provided at checkout. The issue of packages being delivered to a neighbor is unfortunately outside of our control, and in fairness to FedEx doesn't happen often.
For the return, no restocking or penalty fee was charged. The only deduction from your refund was the original outbound shipping cost for the item you ordered incorrectly. In addition, we covered the cost to ship the correct cover to you.
On pricing, our out the door prices are better than Home Depot by a pretty good margin on just about everything, and we actually had the part in stock and ready to ship the day they're ordered.
While we did everything we could to respond quickly and help resolve the situation for you, I understand how the combination of factors could make the experience feel less than ideal.
We’re always working to improve, and thoughtful feedback is taken seriously. If there's something we could have done differently to make this better experience, please reply to this thread.
We appreciate your business and are glad we were able to make sure you received the correct part.
Thank You,
Richard Romano
TanklesswaterHeaterDepot.com
206-473-9836
“I'm giving Tankless Water Heater Depot five stars even though the product tha I purchased had a factory defect and had to be replaced. They walked me through the process to get authorization for a replacement. It all went very smoothly, and I received the replacement product quickly.”
“I was enjoying my tankless water heater until it just stopped working. I look forward to seeing how the 5 year warranty works for me. I pushed to get a Rheem instead of some other brand. Joyce Johnson - 404-200-5585”
Hi Joyce, I'm sorry to hear it sounds like you are having some trouble with the Rheem RTEX-24 electric tankless water heater you bought from us in April 2020. The unit does have a 5 year warranty as you mentioned. Please call Rheem technical support Monday - Friday from 7:30 AM - 4:30 PM CT at 1-800-432-8373. Please be by the unit when you call. They will go through some troubleshooting steps to first diagnose and then hopefully fix the issue. If the unit cannot be easily fixed and technical support approves a replacement you will send us an email with a photo of the unit's rating, which is the white sticker on the side of the unit with the model and serial number and we will get a new unit shipped out to you. Also, we have not received an email or phone call from you. We would have replied much faster given the chance. We do not check our reviews daily.
“Rheem RTG-70XLN-1 160,000 BTU Outdoor Natural Gas Non-Condensing
I would not hesitate to purchase the unit again. It was easy to install and performs flawlessly.
Plenty of hot water for two people in a two-bath home. An excellent value:)”
“Great customer service. UPS lost the first package. Richard was great about working out things on his end and shipped me a replacement. Would use these guys again for sure.”
“I'm at a quandry of what to do?? About once a month or about every 15 showers the hot water stops... there is Nothing I've done to prompt it.... like about 5 minutes into the Normal Regular, Nothing Different Shower, the Hot water stops and cold water starts!!! The next time I use the shower, there is nothing amiss in it's function. I've only showered in one location that its happened in... ie. don't shower much in the other shower in the house and it never happened there.
Also it takes it near 2 minutes for the water to get hot it the very beginning, but I've had that explained that there is alot of pipe footage to travel and it takes a long time.... However, the distance is not 5 foot longer than using the hot water heaters of the past that Ive ever had in this house and I've lived in for 37 years.
Thanks for an explanation, or suggested action I might take to improve my experience with the Tankless Water Heater.”
Hi Debbie, The issue with the hot water stopping in the one shower from time to time sounds like a classic cold water sandwich. This and the other issue with it taking longer than you would like to get hot water your main shower would be solved by adding a recirculation pump. Recirculation pumps recirculate water through the system so that there is not cold water in the line that has sat and cooled after previous use. This will prevent cold water sandwiches and allow you to have instant hot water. The Rheem recirculation pump kits can be found here: https://www.tanklesswaterheaterdepot.com/tankless-water-heater-recirculation-pump-kits-and-accessories
“I am new to tankless water heaters. I've always had "well" water and was afraid of mineral build-up, and I have to add, a skeptic that this unit could supply 2 showers with adequate pressure.
I recently added a new Springwell water system, including a Spin-down filter, iron and Magnesium filter, and a salt-based water softener. Mineral problems were eliminated. We all have been thrilled with the performance of this unit! No noticeable change in water pressure at the shower, even with two running. Installation was easy, hiring a plumber to hook up the gas and water lines. Venting it myself.
Rheem's helpline was horrible, my unit kept shutting down with an error code, and no one would listen to me about my venting being correct. They would just parrot back what was already in the manual. Turns out we found a loose wire on a sensor, plugged it in and it's run perfectly since. I am glad I got rid of my two, 40-gallon tank-style heaters. No flu pipe, no water being heated while we are away, and a huge space saver in the basement! Water Heater Depot was quick with delivery and helpful with extra parts.”
“I had a great customer service experience when I asked questions about which tankless water heater to purchase. The one I purchased ended up being the perfect size for our house.”
