“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.”
“Thank you for the opportunity to review Recirculation Pump.
In a word, I failed.
That's why I'm not using Recirculation pump.
The reason is that the water pressure from hot water drops when the recirculation pump is operated, making it uncomfortable.
I would like to know if there is a way that the water pressure of hot water does not drop when the recirculation pump is activated.
Thank you.”
Recirculation pumps recirculate the hot water prior to hot water being used, so that when you wash your hands or take a shower you have instant hot water. Once the cold water from the previous use has recirculated it would not need to activate again while hot water was being used. However, I may not being understanding the issue. I have checked our records this is the first we have heard of this from you. That said you can check the other reviews of the recirculation pumps and see people really like them. The review requests go out automatically to all of our customers about 90 days after their purchase, and this is not something other people using a recirculation pump have reported, so whatever is going on with your pump it is due to some sort of installation or other issue that can be resolved. Please contact TACO technical support at 401-942-8000 and work with them to get the pump working properly. If it is deflective and needs to be replaced it will be.
“Richard, who runs tankless water heater depot, was great. He helped me confirm the product I was purchasing, what is available and responsive, both by phone and email, and shipping no product properly. When there was a small issue with one of the accessories he helps to process the warranty immediately. Can’t recommended service enough!”
