“I have to admit I was concerned with a Gmail account & a semi-stock web site but 100% satisfied. Saved several hundred dollars, exactly as advertised, prompt delivery as scheduled.”
“This was the 2nd Rheem tankless unit I purchased from Tankless Water Heater Depot. Each transaction was smooth and the units with valves showed up within 3 business days. All inquiries were addressed within hours. I will not purchase anywhere else.”
“The ladies I spoke with were very helpful. My problem may be rare since my plumber did not install an exhaust pipe drain. When I purchased the burner core there were no instruction to put a small piece from the old one to the new one. This caused me to purchase a whole new unit since we had no hot water for two weeks. Since then I spoke to you several more times and I repaired the old one. You do have a male rep that needs people interface training.”
I am sorry to hear you had some issues with a unit due to incorrect installation, and that there were not instructions that came with the replacement part. I am glad to hear you now have a working replacement, and sounds like you fixed the old one as well, which is great. However, this review seems to be more for Rheem the manufacture than about us, our store and your experience with us. That said, your review is important information for people to know, but I want to make sure people are aware that we are just an online store, and not Rheem. We do not provide technical support, we do not send replacement parts and never had conversations with you.
We received your order on Saturday January 16th 2021 for the RTG-95DVLN-1. The unit was shipped that Monday the 18th, and was delivered VIA UPS ground on Friday January 22nd. Besides the order confirmation email, and the email we sent Monday the 18th with the UPS tracking # and delivery date we had no other communication. We are the online store that you bought the replacement unit from, not Rheem. Again, your review is important for people, but I do want to make sure people understand we are not the manufacture, and do not provide customer support in regards to warrant claims, installation issues and so on. That is done through Rheem directly. And they are for the most part great. Their customer service team is located here in the US. In Atlanta GA, and they are professional service technicians. I am sorry to hear you had a not so great of an experience with one of their reps, but am glad to hear you had a good experience with others, and that you were able to get it replaced and fixed!
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.”
