I am sorry to hear that you had such a bad experience. We and I do all we can to help customers if they need it. As a website more often than not we do not communicate with customers with the exception of the order confirmation email, and shipping email. We do a good job of getting our orders out on time, so there is not often reason to speak with customers directly. If customers do have questions about the units before ordering we are happy to help and do our best to understand the customer's needs and make the best recommendations.
If there is an issue with an unit we are not the manufacturer and do not provide warranty or technical support directly, which is done through contacting Rheem technical support at 866-720-2076 for gas and propane units, and 800-374-8806 for electric units. If you called with installation questions or issues, Richard Romano would have directed you to Rheem technical support, as he is a sales person, and not able to provide that type of support.
If you bought the wrong unit you are welcome to return in new condition within 90 days of the order, as long as it is returned in new condition. When we shipped what was ordered the customer is responsible for the shipping costs and a 10% restocking fee if the unit is not being exchanged. We of course cannot provide refunds or exchanges for damaged or installed units. Please check the Shipping, Exchanges and Returns section of the site for those full policies, which are included in the terms of service as well.
Because your review was left anonymously it is not possible to look up your order, and your review does not say what the issue was that Richard was not able to help you with, but I hope this helps. You can also send us an email at RheemTanklessHeaters@gmail.com and let us know if there is something we can do.
“The water heater is nice was pretty easy to install just it takes a long time for the water to get hot at first start up but I have all the hot water I need I would recommend it”
“I bought the Rheem model RTH-70XLNWA-1. I'm very pleased with this tankless water heater. It was fairly easy to install and works perfect. I use it for an outdoor shower and it could easily supply plenty of hot water to 2 bathrooms.
It arrived undamaged and on time. I would definitely recommend Tankless Water heater Depot.”
“Customer service has been horrible and very difficult to work with. Water heater is very noisy and have gotten nothing more then the run around. If you buy one pray it does not have issues”
You must me the technical support, because I just checked and we do not have any calls or emails from you since your order last December. That said Rheem technical support is top notch. When there is something wrong with a unit it is not properly heating water or giving an error code it gets taken care of. Rheem stands by their products. I am sorry you have had some troubles, let me make sure you have the correct phone #. It is 866-720-2076. Also, the Tankless Water Heaters do not actually make noise. They do not even have a decibel rating, but they are typically mounted right against the wall, and do vibrate when in use. This vibration is noticeable if you are right on the other side of the wall, or if you have something inside the wall rattling around, but the units themselves do make any noise. You many want to check to make sure the mounting brackets and screws are tightened down to prevent additional rattling, and that the unit is mounted to studs.
“Rheem makes a great tankless water heater. Richard Romano is very knowledgeable and will help you make the best selection for your needs. Very prompt service and delivery. I am a very satisfied customer!!”
“I haven't been able to use it as life changing things happened and the money I was going to use for propane needed to be saved for my bills. Wish I had gone with electric now. I am sure it would be just fine if I was able to use it.”
I am sorry to hear you were not able to use the unit. It is too bad you did not return it. You can return items in new conditions within 90 days of the purchase. That said I am not sure why you would leave a 3 start company review, because of life changes on your end. We shipped what you ordered, the day it was ordered, and it arrived on time brand new, and ready to go. I have not ever heard from you until this review, and would have been happy to assist you with a return, so long as it had been 90 days or less, and unit is in new condition.
“This company is the real deal. Product showed in stock, order placed before 2:00pm and was shipped on the same day. It arrived in perfect condition and was expertly installed on the following day. Richard is the best. Thank you again for exceeding all my expectations.”
“AMAZING CUSTOMER SERVICE!!!! We live in Texas and we’re affected by the recent winter storm and needed a tankless water heater just like many of our fellow Texans. We ordered from here just like many others and unfortunately we were not able to get ours because of the high demand. HOWEVER the customer service with this company is amazing, they understood our situation and were able to help us out. Gave us other avenues to find a heater and get the things we need!”
“I’m on my third heater for my pool house. Every year I drain the system and winterize the unit and every spring the unit is full of leaks when opening the water again. (Unit installed each time by licensed plumber and winterized by the same) This is my last try. BTW, I’ve tried contacting the manufacturer numerous times with the typical run around. A shame.”
I am not sure I understand what you are saying, but the unit's have a 12 year warranty on the heating element and 5 year warranty on other parts. We have sold thousands of Rheem tankless water heaters over the year, and have not heard of this issue before. All of our customers are automatically sent the review request 11 weeks after their purchase, so if people were having issues they would definitely let us know. That said the products have a 4.8 out of 5 overall start rating, because they are great units and people love them. Also, the units are tankless, so there is nothing inside the unit holding water when it is not in use, so I am not sure what you mean by full of leaks? Lastly, there should be no problem getting a hold of Rheem. They are the largest manufacture of heating and cooling systems in the US. Their phone number will be in the owner's manual and on sticker that comes with the unit, it is 1-800-432-8373. If unit does fail it gets replaced. All said, it sounds like the unit you purchased from us in 2020 is not giving you issues. It are past units you have had problems with. Hopefully you have a better experience with this one, and I am sorry for any issues you have had in the past.
