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How does the warranty replacement process work for Rheem water heaters purchased at Home Depot?

Yes, it's unnecessarily complicated. But we found a 5-step process that makes it easier for most homeowners.

If you need to exchange a defective Rheem water heater purchased from Home Depot, should you talk to Rheem (the manufacturer) or Home Depot (the distributor)? The answer, unfortunately, is both.

The warranty process involves both Rheem technical support and Home Depot.

Anecdotally, we've heard these 5 steps are the best way to get your Rheem/Home Depot warranty processed quickly. Let us know if it works for you!

There are important caveats and tips for each step, so keep reading!

Limited Labor Warranty. Rheem's warranty covers the cost of a new water heater, but only limited coverage for labor and installation costs. And the warranty is paid as a reimbursement, so you'll need to pay all costs upfront.

Keep the installation invoice!

Step 1 - Contact Rheem's support team to diagnose the issue

  • Phone 800-995-0982 and ask to be connected to Rheem's Home Depot team
  • Explain the issues you're having with the water heater, and get them to diagnose the problem. You're looking to get a recommendation to replace the unit (full warranty exchange).
  • Confirm if your existing water heater model is still available through Home Depot. If the same model isn't available, confirm which new model is eligible for the warranty exchange.
  • Confirm the amount of labor coverage (i.e., how much will the warranty cover for professional installation?). It's likely $200 - $500.

  • Switch to email. Ask Rheem to send an email confirmation with their diagnosis and recommendation. And confirm which email address you'll need to use for supporting documentation (Step 5).

Warranty Exchange Options. Home Depot will provide a partial or full refund. If they issue a partial refund, Rheem will pay the remainder.

In many cases, the replacement water heater will cost more than your original purchase. For example, original water heater cost $2,000, but an equivalent new model is $2,500. Rheem generally gives two options:

  • Rheem pays the balance up to the original purchase price. In our example, Home Depot and Rheem reimburse $2,000 but not the incremental $500. With this option, you get the benefit of a fresh warranty (a warranty for the new water heater), which is especially valuable if you're near the end of your original warranty period; or

  • Rheem pays the balance up to the current equipment price. In our example, Home Depot and Rheem reimburse the full $2,500, but you keep the warranty period & conditions of the original water heater. This may be the better option if the prices have changed substantially and/or it's early in the warranty period.

Confirm options with Rheem's support team in Step 1.

Step 2 - Contact your local Home Depot to confirm logistics

  • Not every Home Depot location has the personnel to handle water heater warranty claims and returns. Before you spend more time and money, go to the Customer Service desk at your local Home Depot.
  • Ask if that location accepts water heater returns, then confirm the logistics. For example, where do you need to drop off the old water heater? Are there limited days or hours for drop-off? Etc.
  • Confirm what documentation is needed for the return. If you don't have the original invoice, check that they have the required info in their system.

Don't move to the next step until you feel confident that your local Home Depot will process the return and refund (the next step takes more time & money).

Step 3 - Purchase & install a replacement water heater from Home Depot

  • You need to pay upfront to purchase and install the new water heater before submitting a warranty claim to be reimbursed for costs. That's why it's important to confirm with Rheem and your local Home Depot before this step.
  • Buy the new water heater (either the same make & model, or an eligible replacement model approved by Rheem). This can be online or in-store.
  • If you get the water heater installed professionally, keep the invoice. You'll submit the invoice for reimbursement from Rheem later.

Step 4 - Return the defective water heater to Home Depot (receive partial refund)

  • After the new water heater is installed, return the old water heater to your local Home Depot. Follow the logistics and details that Home Depot Customer Service provided in Step 2.

  • Home Depot will provide a partial or full refund. Keep the receipt and note the exact amount refunded.

Step 5 - Email supporting documents to Rheem (receive remaining refund)

  • Use the email address that Rheem provided in Step 1.

  • In the email, confirm your preferred warranty reimbursement option (original purchase price or current equipment price)

  • Attach all supporting documents, including:

    • Rheem's diagnosis and recommendation (email received in Step 1)
    • Home Depot refund receipt
    • Original purchase receipt (if available)

    • Contractor invoice for installation costs (if applicable)

Rheem will issue the remaining balance by check.

If there are issues, call Rheem's support team again (800-995-0982) and ask to be connected to Rheem's Home Depot team.

At QuitCarbon, we recommend homeowners:

  • Document each step with receipts and invoices.

  • Always confirm with Rheem’s support team and your local Home Depot

  • Carefully evaluate your reimbursement choices, considering the impact on future warranty coverage.

The warranty process for Rheem/Home Depot water heaters is complex, but following these steps can save time, money, and frustration.