“While the initial order went very smooth and shipped promptly, follow up to issues has been non existent. The heater arrived with a damaged cover and a replacement was requested and I was told would be shipped. Now, nearly 4 months from the order and I still don't have the replacement cover.”
Hi Michael, I just pulled up our emails. I do see you sent an email asking about the warranty, and if this superficial damage would impact that. I said no, and if the unit was defective it would be replaced. I also said there are replacement covers available if you wanted one, and I sent you the relevant section of the shipping, exchanges and returns policies. In cases like yours where the unit was not double boxed and padded we provide the replacement covers at cost, and pay for the shipping, but we do have to charge the cost of the cover, which is around $40 now. You never replied to that email. That said if you want a replacement cover let us know, provide billing information, and we will get it out.
All that said, you are in Texas, and bought the unit in the middle of that freeze. We shipped your order the day it was ordered along with literally over 100 other orders going to Texas that day, and over thousand water heaters that week. My team and I worked 16 - 18 hour days for about 2 weeks to do what we could to get you all hot water as quickly as possible. There are many people that could not get units and are still waiting. We have been out of stock on most of the RTG units since late Feb. I am glad for you that you were able to get this water heater quickly, have hot water these last few months, and have gotten such a great price.
Two 3 star reviews; one 3 star company review and one 3 star product review, but you say we did a great for you, that is pretty rough. You are in Texas, your water heater froze, we had the unit you needed, shipped it the day you ordered, got it to you in perfect condition, and at the best possible price. I am not sure how we could have done better or why you would not have the star rating reflect the words of your review or the 5 star service you received? I understand being frustrated with what happened in Texas in February. I would be too, but we are the ones that helped you. We are not the power company that caused the power outage that caused all the issues.
“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 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.
“I love my Rheem water heaters. As a property manager I find myself needing to order water heaters all too often. But also, as a property manager I see the long term effects of Rheem tables heaters. My oldest is probably seven years old and still going strong.
But this review is supposed to be about “Tankless Water Header Depot.” They are consistently the best deal, and they ship quick enough that I can usually accommodate a water heater failure without extraordinary inconvenience to the tenant. As far as warranty issues, I have yet to have a failure orShipping damages that would need to go before the store.”
Hi Phil, I appreciate the review, and do see we have done a good bit of business. It looks and sounds like everything has gone well, and as you said we have the best prices. We hope to continue to earn your business, and hopefully some additional stars. Only 3 stars, and seemingly no way to do better is rough! LOL A 3 star review is better than 1 or 2 star review, but 3 stars is not so good. Especially when you are saying we have done everything perfect, and you are happy with the units. You're tough brother!!! Appreciate you, and the business.
“It's a nice unit unfortunately I wasted my money the only way I can use it is to spend a bunch of money upgrading my electric that I recieve from the power company. Which in turn I would have to upgrade almost my entire fuse and wire system in my home. If I had a newer home this would probably be a great investment....”
