GetHuman-grayroha's Complaint issue with Rheem Heating & Cooling from March 2020
Help with my Rheem Heating & Cooling issue
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Name on account, Account number, Billing address, Phone number, and Last 4 digits of SSN
The issue in GetHuman-grayroha's own words
Get a replacement to have hot water again at no charge ... I was told that I would receive the total difference of the cost to replace the defective recalled Rheem water heater described in this email. I have photos for your convenience to see the damage caused by the defective water heater that caught fire and could have potentially spread to the rest of my home. Instead of receiving the reimbursement you promised you've changed your agreement and sent a new form along with several emails of the old form to my husbands email only but then you send me * copies of the old form that we both agreed to. **My husband and I are in agreement that we just want our reimbursement. We do not agree to accepting **.** from you in exchange for eliminating * years off of the new ** year warranty and the * year warranty for labor. This cost of replacing the damaged water heater is not our responsibility. We paid the difference in good faith that you would send us our money back as a reimbursement as stated on the phone with you. You said I would be reimbursed right away but the follow-up email said over * weeks or even more. Now you are only willing to reimburse for less than half the money we paid for a recalled water heater that caught on fire in our home.*There was no mention about an investigation or review from Rheem headquarters from you over the phone. We were all in agreement that my husband and I would be refunded the full amount paid to Home Depot for the difference of the new water heater since your company has discontinued the model that we owned therefore it could not be an even exchange and now you and your company is sending me a new agreement that you put together after I have paid my money and agreed to the first option presented to me while I was at Home Depot. The sales person that witnessed the verbal agreement you made was the Home Depot Special Services Supervisor.*We are requesting to have the full difference of ***.** reimbursed to us immediately with no further discussion about accepting any less amount. We feel this is a fair agreement and it is the initial agreement made by you and your company at the time we paid our money to Home Depot for your recalled water heater.*Lastly, I don't understand why our case number was switched from* ******** to ******** to complicate matters even more.**Please contact us as soon as you receive this email letter that is rejecting your new agreement for a **.** reimbursement. The email and form I signed and emailed to you yesterday was for ***.** as per our conversation at Home Depot **Thank you,*Ms. SG-Rohan
Home Depot discontinued the recalled model we previously had
I would like to have the difference of money I paid because the old model was discontinued.
Because I willing to pay the difference of the excess amount of the new water heater and wait yo receive the difference even though it was their responsibility for the cost of a recalled defective water heater that set on fire.
I called and I emailed and I haven't heard back since my last email asking for the difference and showing pictures of the defective water heater and a copy of my receipt.
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