“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.
“I received my radiant manifold for my specific boiler which was ordered correctly based on the boiler.
I did a dry test fit an found the flush valve fouls on the gas line. So I sent pictures showing this.
I was told " we don't accept returns on installed items"
Then when I said it was a dry test fit and here are images of the flush valve clearly showing the issue,
They said we " sell these all day long and no one has complained, you probably didn't get the right one"
Well I did get the right one. Now I am suck with figuring out a solution.
I took the manifold off and decided to see what I could do, I removed the flush valve and as you can see from the photos, you could never had flushed the boiler anyway. The valve was clogged with pipe dope.
So I checked the other one. Same issue.
This is a 300$ part, that is poorly made with little to no quality control.
If you go by their returns policy, you are stuck with it, or you will be paying a hefty price to return it, and if they decide it was installed, I am sure they will charge you a return postage fee.
Oh look, I can't add pictures in the reviews even though it says, add pictures.
DON'T BUY FROM THEM”
I think that there maybe some confusion. The part you bought from us the is a pre-assembled copper manifold kit for a Rheem combination tankless water heater boiler. It is for the hydronic heating portion of the unit. We are a store, not service technicians or installers. We have no ability to help with installation. You would need to call Rheem technical support at 1-800-432-8373 or your qualified installer for help with installation. If there is something wrong the part it is under warranty, but the warranty is of course with the manufacture Rheem, again we are just store. After speaking with Rheem if the part is defective and needs to be replaced you would send us an email with the case # and new manifold kit will be sent out. If you do not have a Rheem combination tankless water heater boiler or if the part was installed incorrectly, I am sorry, but we of course cannot provide refunds for installed products. If it has not been installed you are welcome to send it back. When we ship what was ordered the customer is responsible for the shipping costs, and there is a 10% restocking fee to cover our no refundable charges such as credit card processing fees. The restocking fee is waived for exchanges.
“My water heater froze in the big freeze in Texas in February. This was a replacement for the heater that froze. Called Tankless Water Heater Depot since we had no power for 75 hours and the get a replacement shipped right away. The weather slowed delivery a bit but it appeared on the following Wednesday. Replacement was easy and in about 2 hours we had hot water for the first time in almost 2 weeks. Thank you for helping our.”
“Awesome price and service! I was one of the unfortunate in Texas that got hit by the freeze in February. Luckily, I was ahead of most and was able to order my unit while it was still in stock. I received the unit in 5 days (as promised), and paid a fraction of what the plumber was going to charge me (about 1/5 of the charge...seriously). And with the prompt shipment I installed it about a week before the plumber could. I referred a number of my friends to this web site. Many of them took advantage. Thanks Tankless Water Heater Depot!”
“I'm a professional builder and have installed many of these tankless heaters inside and out. My clients are thrilled that they don't notice any difference in the hot water performance except that it's unlimited and the fact that they are saving energy. Every single unit has been an easy start up with the most difficult part of the install being the adapting of fittings, both water and gas. I recommend a tankless heater as a replacement every time when asked.”
“Water heater works perfect! The only issue was the box came banged up and the front cover of the heater was dented up. They do warn about this problem, but it seems fishy, I have ordered about 20 of these same heaters from another company and shipped with UPS ground and never had one with a dented cover until I ordered from this company, so if you want one with a perfect cover, do not order here. The price was great and the heater works great.”
We ship with UPS flex partial insurance, so all the units and packaging are inspected by UPS prior to them shipping. The units weight between 60 and 90 lbs and their covers are just a thin piece of stainless steel, so if they get dropped or hit with a dolly they will get it a dent. If the damage is significant or would impact installation the units are fully insured. We also have replacement covers available, they just not have the Rheem sticker on them, and customers that are reselling the unit or if it is going in a showroom or something can have us double box and pad the unit's for an extra $15.
“I was desparate to get a new water heater when my old Bosch went out in the middle of a brutally cold spell. To get one locally, I would had to have paid 60% more than what I paid from Tankless Water Heater Depot, and there STILL would have been a delay of a few days. TWHD got my order packed and shipped the same day I ordered, and it was delivered on time a few days later. They did a great job packing it (although there still was a little cosmetic damage, which does not bother me at all).
In addition, I love love love the Rheem heater.”
“Installation was very straight forward. It is now operating fine and the constant hot water flow is excellent when we have guests and many taking back to back showers after a day at the beach. Very nice product.”
“We needed to replace an outdated, leaking 50 gallon tank and wanted to upgrade. After researching different brands, GPM options and consumer reports to find which would fit our needs I came across this site and the Rheem RTGH-95DVLN-2. The price was great and we could not be more pleased with the choice!
I was concerned with ordering and needing to have it shipped across country however, it was unnecessary! Richard, the customer service rep answered all my questions and was quick to communicate after my purchase. I ordered online Sunday night and by 5pm Monday, EST, I had a confirmation email of purchase with UPS tracking info. Not to mention it arrived in perfect condition by 3pm that Friday shipping from the west coast to southeastern MI.
I will continue to recommend them to everyone I speak with who are looking to upgrade to a tankless heater! Thank you SO much! :)”
“Your web page is great listing all the specs and models. Having all the valves tray etc I needed hooking up was a breeze and so far working great. I would buy from you guys again and have already told 3 people about your site who are going tankless in the near future”
“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”
