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Tankless water heater was defectiveI called tech line they sent a part to meI received it at the end of the weekI spent hours installing the part they said was an easy installIt was still defectiveI called back they hung up on me twiceWhen I finally talked to senior tech he said to find a repairman they had noone in the areaI told him I would return it I needed hot waterI spent dollars returning itI was emailed and called by Richard r [redacted] he said it was dented and had a screw missing so I couldnt return itI told him what the senior tech saidHe told me they dont say thatThe next week he emailed me he was sending me the water heater back

We bought a tankless water heater from this website www[redacted] .comEverywhere on the site it says Rheem so we trusted itEven his email address is [redacted] @gmail.comWe should have known betterThe heater came via UPS and the box itself was in very good shape, no sign of damageWe opened it up and the tank's cover was very dentedWe contacted Richard (owner) and he said he does not take back heaters that are dented, but that we could file a claim with UPS but they won't accept the claim because of the weight of the package (lbs or so)He said we could buy a new cover but that even then, he won't take back the heater because it's not the original coverHe said we should file a claim with our credit card company for a refund of our money since he would not give us a refundInterestingly, he knew all the ways around giving us our money backI talked to Rheem customer service on the phone Feb 5th and they said they sold the heater to a compa

? Complaint: [redacted] ? I am rejecting this response because:

We sell anywhere from - units per weekAnd don't have problems with customersWe sell the best units at the best prices and provide the best possible customer serviceIf a water heater is defective it is fully covered by the Warranty and will be fixed or replacedHowever, due to the weight of these items UPS does not provide cosmetic damage replacement insuranceWe bubble wrap each unit and heavily pad the box, but can't guarantee that the cover will suffer a small dent while being shippedWe have replacement covers available if cosmetic damage does happen, but the customer and shippers are responsible for the units once they shipIf the customer buys a product and does not want it, they can of course return it for a refund, which we provide regularlyAgain, we sell - units per week, so there are going to be some returnsHowever, we cannot provide returns for previously installed or damaged productsA copy of the shipping exchanges and returns policy has to be read and agreed to prior to purchase, and clearly states thisI have included those policies belowThis customer has had the tankless water heater in their possession since 1/19/It is now 2/07/Since then I have received a variety of emails with questions about installation and problems they are having, because they did not do any research before buying a large over $1,home appliance and had it shipped across the countryThey are now saying that they cannot get enough gas to the unit to make it workThe unit ( [redacted] ) only needs a minimum of 11,BTU's on a 1/gas lineThis makes no sense to say they cannot get enough gas, but regardless I told them so long as the unit hadn't been damaged or installed it could be returnedThey told me that there was a small dent on the cover, and smudges from them after they removed the bubble wrap and were moving it aroundIn addition it sounds like it has been installed, and I know it has been taken off its packaging because the picture they sent me is of it laying on construction site floorBecause the unit is damaged I cannot provide a refundI cannot believe they would actually expect me to, but I am sorry for their situation, hope they can make it work and in the future do a bit of research before buying a large over 90LB home appliance that costs over $1,and having it shipped across the country and then removing it from its packaging, mounting it on a wall, hooking up all the lines and damaging its cover.? Shipping PolicyWe offer reliable two day and ground shipping throughout North AmericaWe use a UPC calculator to accurately calculate shipping costsIn stock products purchased before 2:PM PT Monday - Friday are shipped that day,? with the exception of Federal HolidaysIn stock product purchased after 2:PM PT will either be shipped that day or the fallowing business dayAll products values are declared by us with shipper at our expense(Ground shipping time range from ?" days depending on your location.)DisclaimerIf you do not know for sure whether or not you want or need the tankless heater or whether it will fit, can be installed properly, or anything else that may cause you to want to return or exchange the tankless water heater you are about to buy,? do not? orderYou may want to buy locally in case you want or need to easily return or exchange it, without having to pay a bunch of shippingIf you know you need a water heater, know what you want and need, and are just looking for a good deal, order after reading the below policies and if you have any questions give us a call and we will be happy to clear up any confusion before you buy,? Refund and Exchange Policy for Damaged Products:Rheem Tankless Heaters.com and Tankless Water Heater Depot.com is not responsible for broken, defective or damaged products.? All units ordered from this site are covered by Rheem's manufacture warrantyBroken and/or defective units are able to be exchanged and refunded, only after calling Rheem tech support, and getting a case #1-800-434-***? Reem Tankless Heaters.com and [redacted] .com does not provide refunds, exchanges or returns for damaged products including but not limited to dents, scratches, scrapes and smudges to unit's covers? (Replacement covers are available in case of cosmetic damaged occurs during shippingHowever, this does not really happenUnits are individually bubble wrapped and the packages have heavy foam padding around all four corners.)Rheem tankless water heaters and installation products ordered from this site are brand new when they are picked up by UPS.? If the units or installation products ordered from this site are broken, lost, stolen or damaged during the shipping process the customer and shipper are responsibleA UPS claim would need to be filed by the customer in the case of lost, damaged or stolen packagesWe fully cooperate and provide all required information.? ? We do everything we can to ship these units and installation products as safely and securely as possible to try to get them to our customers without damageThis is very important to us, and is the reason we bubble wrap each of the gas and propane units before shipping it and secure the pre-wired temperature controller.If the unit is going to be used in a show room , resold, or it is important to the customer that the tankless water heater’s original cover does not have cosmetic damage, in addition to bubble wrapping the unit? we can double box and double foam the package for a $material and handling chargeThis does not guarantee that unit will not have damage? However, there never has been one, and if the unit has been double boxed and padded and the unit's cover is damaged, we will send a replacement cover free of chargeIf the customer did not choose to have the box double boxed and padded, and would like a replacement cover we will provide it at cost.The value of each item is declared with UPSDeclaring the value provides loss and theft protection on the larger gas and propane units, as well as damage protection/insurance on the electric units and installation productsUPS? does not? provide damage insurance for the larger gas and propane units.The installation products and electric units are covered for damage by UPS after filing a claimIf a claim is filed a refund or replacement product will not be shipped until we receive the claim check from UPS.? If you received a unit with a damaged cover this? does not? void the manufacture warrantyAll units are brand new and fully covered by the warrantyInstall the unit, and if there are issues with the tankless water heater contact? Rheem customer support at? 1-800-432-8373.? ? Allwarranty and exchanges for defective products must be done through contacting Rheem customer support directly.? If the unit needs to have parts replaced, or the unit exchanged, it will be done through Rheem and the unit's warranty, after the unit has been installed and tested with Rheem tech support, not through Rheem Tankless Heaters.comor [redacted] .com [redacted] .com and [redacted] .com does not directly provide warranty support or replacement products, with the exception of replacement covers.? Refund and Exchange Policy for? Lost and Stolen PackagesRheem Tankless Heaters.com and [redacted] .com is? not? responsible for lost or stolen products/packages.Rheem Tankless Heaters.com? and [redacted] .com? does not? provide refunds, exchanges or returns for lost or stolen products/packages(Claims have to be filed through UPS)Customers and the shipper are responsible for lost and stolen products once they are picked up by UPSIf products are lost or stolen while being shipped, and do not get delivered, their value has been declared at our expense.? UPS will provide compensation after going through the claim processWe will provide all documentation and help with UPS claims in any way we are needed to.? UPS will not provide compensation for theft of packages once they are dropped off or deliveredWe strongly recommend customers are there and sign for the packages to prevent theft.? Cancelled Orders? Refund and Exchange Policy:? Rheem Tankless Heaters.com? and [redacted] .com? cannot? cancel orders or provide full refunds or returns for any reason once the products are shipped.If a customer places an order and decides? before? the unit is picked up by the shipper that they would like to cancel their order, they can by calling us at 206-473-.? If you just placed an order and have not yet received your UPS tracking code, if you call to request to cancel it and get our voice message service please leave your name, the unit/model # you ordered, and best phone # to call you back at.? ? As long as the unit has not been shipped the transaction will be void.However, once the unit is picked up by the shipper we are not able to provide a refund? for the shipping charges and have to charge a credit card processing fee/restocking fee? General Refund and Exchange Policy:? Customers are responsible to order the correct unit and installation productsIf you are not sure which Rheem tankless on-demand water heater is best for you, make sure to research, or call with you questions and we will be more than happy to help make sure you select the best unit for your needsEven if the customer calls it is their responsibility to order the correct unit, as we can only go off the information we are given.If the customer accidentally orders the incorrect unit or installation products and would like to return or exchange them, we can do that, but at the customer’s expense and a $restocking fee on Gas and Propane tankless water heaters and a $restocking fee for electric units and installation products for returnsThere is not restocking fee for exchangesThe customer is responsible for setting up and paying for the return shippingOnce scheduled, customers need to email the tracking code to [redacted] @gmail.comAfter we receive the unit it will be inspectedAny units damaged, missing parts, or installed will be rejected and shipped back to the customer at their expenseThis includes dents, scrapes and other cosmetic damage the unit may have suffered while being shipped.We cannot schedule the shipping for the replacement unit or issue a refund until the original unit is received, inspected and passes as complete, undamaged and not installedIf the customer would like the replacement unit sent before the original unit is received and inspected, they would need to buy the unit as a separate transactionFor exchanges once inspected the customer will then pay or be refunded any price difference, as well as the shipping of the new unit, before we can ship itFor returns the customer will have their card refunded the price of the product minus the $or restocking feeWe cannot provide refunds for shipping costsIf your unit came with free shipping, we still had to pay for shippingThat shipping cost is not refundable and will come out of the refund.Exchange Policy? If We Sent the Wrong Unit or Product:Rheem Tankless Heaters.com and [redacted] .com provides exchanges at our expense only if we shipped a unit and/or installation products that are? different? from what is on the customer’s orderWe? do not? provide refunds, but will exchange the incorrectly shipped unit or products for the correct one, at our shipping expense and do not charge a restocking fee.If you received a product that is different from what you ordered, please call us at 206-473-9836.? When calling have the name of the customer who ordered and email a photo of the incorrect unit’s model # or installation product to? [redacted] @gmail.com, so we can verify the product in question is different from what was ordered.Once we verify the mistake we will schedule and pay for the pickup of that incorrect product and ship the product that was orderedWhen UPS delivers the correct unit they will pick up the unit we sent incorrectly.? Return Address:? [redacted] ***Defective Units or Units Needing ServiceIf you receive you unit that is defective or if you bought a unit and you are now receiving an error code, please contact Rheem tech supportAll warranty and exchanges for broken or damaged products must be done through contacting Rheem customer supportThey will provide you a case number and first try walking you through some trouble shooting steps.? If you are not able to resolve the issues with your tech support professional, they may need to speak with your qualified installer, before providing? warranty? service or exchangeIf your unit needs to be serviced or replaced Rheem tech support has to first provide us with confirmationWe are not able to refund or return defective units, it has to be done though Rheem customer support.Rheem Customer Service / Tech Support:? ? 1-800-432-

I would highly recommend to NOT do business with RheemTanklessHeaters.com out of Seattle, WashingtonIf you decide to; know exactly what you are getting yourself intoBe 1000% aware of exactly what they are selling (READ every fine print, return policies, products features, and decide from there)They make it very difficult to work with when returning an item, and are very short if you ask to many questionsThe only POSITIVE rating I will give them is: the water heaters are exactly what you get from Rheem’s official website, but the VALVES they sell are not what the MFG recommends, it wasn't until after I received them that I realized thisDo not assume they sell what Rheem recommends; they sell a completely different brand & styleRheem won't even acknowledge they are a viable alternativeI luckily was able to order the correct ones from [redacted] ***! Just because they had the lowest price online initially, you don’t realize there is shipping cost until checkout; so it ended up costing more than a second company I was looking at (the unit was initially $more, and had free shipping)I should have gone with the second option! If you have to send something back (which I tried to, & I returned the valves at my expense, which I was fine with), you will get a major run around, and nothing but hassle, even though the salesman says they sell valves a day If you do ship them back to the address on their website/receipt, etcthey tell you it is the wrong return address, (and never provide you with the correct one), and even tried to make me pay shipping a total of 3x’s (to me, returned to them, and from the address all over their website to their warehouse)The worst customer service I have ever dealt with when trying to return something that was incorrect in the first placePoor service on working with the customer indeed If it was me, what I would have done once I had the product back in my hands: I would have reimbursed the full amount, sold the valves from the office (where they were sent back to); because they sell so many of these, as allegedly stated previously, and since they would have no problem getting rid of itYet, the principle ended up shipping them to the warehouse, so they could charge me a $restocking fee, and then reimburse my credit card The rep you work admits they knows nothing about installing one of these, and never hasSave every email and documentation for proof if you have to dispute anything In years of being in the architectural business & working in construction, and purchasing multiple items through the company or for myself, this is the worst experience I have ever hadGood Luck! Chalk it up to another learning lesson/experience

I would highly recommend to NOT do business with RheemTanklessHeaters.com out of Seattle, WashingtonIf you decide to; know exactly what you are getting yourself intoBe 1000% aware of exactly what they are selling (READ every fine print, return policies, products features, and decide from there)They make it very difficult to work with when returning an item, and are very short if you ask to many questionsThe only POSITIVE rating I will give them is: the water heaters are exactly what you get from Rheem’s official website, but the VALVES they sell are not what the MFG recommends, it wasn't until after I received them that I realized thisDo not assume they sell what Rheem recommends; they sell a completely different brand & styleRheem won't even acknowledge they are a viable alternativeI luckily was able to order the correct ones from *** ***!
Just because they had the lowest price online initially, you don’t realize there is shipping cost until checkout; so it ended up costing more than a second company I was looking at (the unit was initially $more, and had free shipping)I should have gone with the second option!
If you have to send something back (which I tried to, & I returned the valves at my expense, which I was fine with), you will get a major run around, and nothing but hassle, even though the salesman says they sell valves a day
If you do ship them back to the address on their website/receipt, etcthey tell you it is the wrong return address, (and never provide you with the correct one), and even tried to make me pay shipping a total of 3x’s (to me, returned to them, and from the address all over their website to their warehouse)The worst customer service I have ever dealt with when trying to return something that was incorrect in the first placePoor service on working with the customer indeed
If it was me, what I would have done once I had the product back in my hands: I would have reimbursed the full amount, sold the valves from the office (where they were sent back to); because they sell so many of these, as allegedly stated previously, and since they would have no problem getting rid of itYet, the principle ended up shipping them to the warehouse, so they could charge me a $restocking fee, and then reimburse my credit card
The rep you work admits they knows nothing about installing one of these, and never hasSave every email and documentation for proof if you have to dispute anything
In years of being in the architectural business & working in construction, and purchasing multiple items through the company or for myself, this is the worst experience I have ever hadGood Luck! Chalk it up to another learning lesson/experience

Complaint: ***
I am rejecting this response because:

After install and damaging the unit and parts missing like screws and brackets, we will not be providing a refund

Tankless water heater was defectiveI called tech line they sent a part to meI received it at the end of the weekI spent hours installing the part they said was an easy installIt was still defectiveI called back they hung up on me twiceWhen I finally talked to senior tech he said to find a repairman they had noone in the areaI told him I would return it I needed hot waterI spent dollars returning itI was emailed and called by Richard r*** he said it was dented and had a screw missing so I couldnt return itI told him what the senior tech saidHe told me they dont say thatThe next week he emailed me he was sending me the water heater back

We bought a tankless water heater from this website www.***.comEverywhere on the site it says Rheem so we trusted itEven his email address is ***@gmail.comWe should have known betterThe heater came via UPS and the box itself was in very good shape, no sign of damageWe opened it up and the tank's cover was very dentedWe contacted Richard (owner) and he said he does not take back heaters that are dented, but that we could file a claim with UPS but they won't accept the claim because of the weight of the package (lbs or so)He said we could buy a new cover but that even then, he won't take back the heater because it's not the original coverHe said we should file a claim with our credit card company for a refund of our money since he would not give us a refundInterestingly, he knew all the ways around giving us our money backI talked to Rheem customer service on the phone Feb 5th and they said they sold the heater to a compa

?
Complaint: ***
?
I am rejecting this response because:

We sell anywhere from - units per weekAnd don't have problems with customersWe sell the best units at the best prices and provide the best possible customer serviceIf a water heater is defective it is fully covered by the Warranty and will be fixed or replacedHowever, due to the
weight of these items UPS does not provide cosmetic damage replacement insuranceWe bubble wrap each unit and heavily pad the box, but can't guarantee that the cover will suffer a small dent while being shippedWe have replacement covers available if cosmetic damage does happen, but the customer and shippers are responsible for the units once they shipIf the customer buys a product and does not want it, they can of course return it for a refund, which we provide regularlyAgain, we sell - units per week, so there are going to be some returnsHowever, we cannot provide returns for previously installed or damaged productsA copy of the shipping exchanges and returns policy has to be read and agreed to prior to purchase, and clearly states thisI have included those policies belowThis customer has had the tankless water heater in their possession since 1/19/It is now 2/07/Since then I have received a variety of emails with questions about installation and problems they are having, because they did not do any research before buying a large over $1,home appliance and had it shipped across the countryThey are now saying that they cannot get enough gas to the unit to make it workThe unit (***) only needs a minimum of 11,BTU's on a 1/gas lineThis makes no sense to say they cannot get enough gas, but regardless I told them so long as the unit hadn't been damaged or installed it could be returnedThey told me that there was a small dent on the cover, and smudges from them after they removed the bubble wrap and were moving it aroundIn addition it sounds like it has been installed, and I know it has been taken off its packaging because the picture they sent me is of it laying on construction site floorBecause the unit is damaged I cannot provide a refundI cannot believe they would actually expect me to, but I am sorry for their situation, hope they can make it work and in the future do a bit of research before buying a large over 90LB home appliance that costs over $1,and having it shipped across the country and then removing it from its packaging, mounting it on a wall, hooking up all the lines and damaging its cover.? Shipping PolicyWe offer reliable two day and ground shipping throughout North AmericaWe use a UPC calculator to accurately calculate shipping costsIn stock products purchased before 2:PM PT Monday - Friday are shipped that day,? with the exception of Federal HolidaysIn stock product purchased after 2:PM PT will either be shipped that day or the fallowing business dayAll products values are declared by us with shipper at our expense(Ground shipping time range from ??" days depending on your location.)DisclaimerIf you do not know for sure whether or not you want or need the tankless heater or whether it will fit, can be installed properly, or anything else that may cause you to want to return or exchange the tankless water heater you are about to buy,? do not? orderYou may want to buy locally in case you want or need to easily return or exchange it, without having to pay a bunch of shippingIf you know you need a water heater, know what you want and need, and are just looking for a good deal, order after reading the below policies and if you have any questions give us a call and we will be happy to clear up any confusion before you buy,? Refund and Exchange Policy for Damaged Products:Rheem Tankless Heaters.com and Tankless Water Heater Depot.com is not responsible for broken, defective or damaged products.? All units ordered from this site are covered by Rheem's manufacture warrantyBroken and/or defective units are able to be exchanged and refunded, only after calling Rheem tech support, and getting a case #1-800-434-***? Reem Tankless Heaters.com and ***.com does not provide refunds, exchanges or returns for damaged products including but not limited to dents, scratches, scrapes and smudges to unit's covers? (Replacement covers are available in case of cosmetic damaged occurs during shippingHowever, this does not really happenUnits are individually bubble wrapped and the packages have heavy foam padding around all four corners.)Rheem tankless water heaters and installation products ordered from this site are brand new when they are picked up by UPS.? If the units or installation products ordered from this site are broken, lost, stolen or damaged during the shipping process the customer and shipper are responsibleA UPS claim would need to be filed by the customer in the case of lost, damaged or stolen packagesWe fully cooperate and provide all required information.? ? We do everything we can to ship these units and installation products as safely and securely as possible to try to get them to our customers without damageThis is very important to us, and is the reason we bubble wrap each of the gas and propane units before shipping it and secure the pre-wired temperature controller.If the unit is going to be used in a show room , resold, or it is important to the customer that the tankless water heater’s original cover does not have cosmetic damage, in addition to bubble wrapping the unit? we can double box and double foam the package for a $material and handling chargeThis does not guarantee that unit will not have damage? However, there never has been one, and if the unit has been double boxed and padded and the unit's cover is damaged, we will send a replacement cover free of chargeIf the customer did not choose to have the box double boxed and padded, and would like a replacement cover we will provide it at cost.The value of each item is declared with UPSDeclaring the value provides loss and theft protection on the larger gas and propane units, as well as damage protection/insurance on the electric units and installation productsUPS? does not? provide damage insurance for the larger gas and propane units.The installation products and electric units are covered for damage by UPS after filing a claimIf a claim is filed a refund or replacement product will not be shipped until we receive the claim check from UPS.? If you received a unit with a damaged cover this? does not? void the manufacture warrantyAll units are brand new and fully covered by the warrantyInstall the unit, and if there are issues with the tankless water heater contact? Rheem customer support at? 1-800-432-8373.? ? Allwarranty and exchanges for defective products must be done through contacting Rheem customer support directly.? If the unit needs to have parts replaced, or the unit exchanged, it will be done through Rheem and the unit's warranty, after the unit has been installed and tested with Rheem tech support, not through Rheem Tankless Heaters.comor ***.com***.com and ***.com does not directly provide warranty support or replacement products, with the exception of replacement covers.? Refund and Exchange Policy for? Lost and Stolen PackagesRheem Tankless Heaters.com and ***.com is? not? responsible for lost or stolen products/packages.Rheem Tankless Heaters.com? and ***.com? does not? provide refunds, exchanges or returns for lost or stolen products/packages(Claims have to be filed through UPS)Customers and the shipper are responsible for lost and stolen products once they are picked up by UPSIf products are lost or stolen while being shipped, and do not get delivered, their value has been declared at our expense.? UPS will provide compensation after going through the claim processWe will provide all documentation and help with UPS claims in any way we are needed to.? UPS will not provide compensation for theft of packages once they are dropped off or deliveredWe strongly recommend customers are there and sign for the packages to prevent theft.? Cancelled Orders? Refund and Exchange Policy:? Rheem Tankless Heaters.com? and ***.com? cannot? cancel orders or provide full refunds or returns for any reason once the products are shipped.If a customer places an order and decides? before? the unit is picked up by the shipper that they would like to cancel their order, they can by calling us at 206-473-.? If you just placed an order and have not yet received your UPS tracking code, if you call to request to cancel it and get our voice message service please leave your name, the unit/model # you ordered, and best phone # to call you back at.? ? As long as the unit has not been shipped the transaction will be void.However, once the unit is picked up by the shipper we are not able to provide a refund? for the shipping charges and have to charge a credit card processing fee/restocking fee? General Refund and Exchange Policy:? Customers are responsible to order the correct unit and installation productsIf you are not sure which Rheem tankless on-demand water heater is best for you, make sure to research, or call with you questions and we will be more than happy to help make sure you select the best unit for your needsEven if the customer calls it is their responsibility to order the correct unit, as we can only go off the information we are given.If the customer accidentally orders the incorrect unit or installation products and would like to return or exchange them, we can do that, but at the customer’s expense and a $restocking fee on Gas and Propane tankless water heaters and a $restocking fee for electric units and installation products for returnsThere is not restocking fee for exchangesThe customer is responsible for setting up and paying for the return shippingOnce scheduled, customers need to email the tracking code to ***@gmail.comAfter we receive the unit it will be inspectedAny units damaged, missing parts, or installed will be rejected and shipped back to the customer at their expenseThis includes dents, scrapes and other cosmetic damage the unit may have suffered while being shipped.We cannot schedule the shipping for the replacement unit or issue a refund until the original unit is received, inspected and passes as complete, undamaged and not installedIf the customer would like the replacement unit sent before the original unit is received and inspected, they would need to buy the unit as a separate transactionFor exchanges once inspected the customer will then pay or be refunded any price difference, as well as the shipping of the new unit, before we can ship itFor returns the customer will have their card refunded the price of the product minus the $or restocking feeWe cannot provide refunds for shipping costsIf your unit came with free shipping, we still had to pay for shippingThat shipping cost is not refundable and will come out of the refund.Exchange Policy? If We Sent the Wrong Unit or Product:Rheem Tankless Heaters.com and ***.com provides exchanges at our expense only if we shipped a unit and/or installation products that are? different? from what is on the customer’s orderWe? do not? provide refunds, but will exchange the incorrectly shipped unit or products for the correct one, at our shipping expense and do not charge a restocking fee.If you received a product that is different from what you ordered, please call us at 206-473-9836.? When calling have the name of the customer who ordered and email a photo of the incorrect unit’s model # or installation product to? ***@gmail.com, so we can verify the product in question is different from what was ordered.Once we verify the mistake we will schedule and pay for the pickup of that incorrect product and ship the product that was orderedWhen UPS delivers the correct unit they will pick up the unit we sent incorrectly.? Return Address:? *** *** *** ** *** * *** ** ***Defective Units or Units Needing ServiceIf you receive you unit that is defective or if you bought a unit and you are now receiving an error code, please contact Rheem tech supportAll warranty and exchanges for broken or damaged products must be done through contacting Rheem customer supportThey will provide you a case number and first try walking you through some trouble shooting steps.? If you are not able to resolve the issues with your tech support professional, they may need to speak with your qualified installer, before providing? warranty? service or exchangeIf your unit needs to be serviced or replaced Rheem tech support has to first provide us with confirmationWe are not able to refund or return defective units, it has to be done though Rheem customer support.Rheem Customer Service / Tech Support:? ? 1-800-432-

After install and damaging the unit and parts missing like screws and brackets, we will not be providing a refund.