SaferProducts incident

Failure type

Injury-related incident

Incident narrative

SaferProducts.gov consumer incident report 20181212-E466D-2147383811. Matched catalog product: Rheem Performance Platinum Electric Water Heater - XE80T12EC55U0. Source model text: XE40M12EC55UO. Incident: Very displeased with rheem warranty experience. My water heater burned up and it was apart of a warrant claim. http://www.rheem.com/recalls I called and was sent an email and opened up original case # [REDACTED] where I sent pictures of my burnt up water heater(which I still have my pictures) which this water heater was 4 years old and apart of a recall. After I sent in the pictures I had talked to a lady in regards to getting the pictures. She mentioned that it was really bad and rheem was going to send me an email so then I can go to Home Depot and find an equivalent water heater at no charge. But when I called in the next day no one had any clue what I was talking about and sent me an email but they started a new case [REDACTED]. Which is really odd they would give me a new case number.. they must have gave me a new case number since they didn�t want help out with a recalled product. The second case number I got the email that mentioned I am now getting a new part instead of getting a new electric water heater.. I have yet to see this supposed part that was issued.. there is no way anyone can go this long without a water heater.. literally 1 1/2 months. I am truly disappointed with the customer service and time it is taking for this to get taken care of. I had to go out an buy a brand new water heater because I couldn�t wait that long for the part to come in and this was issued 4/28... I had to spend over $600 dollars on this new unit as well as a $250 labor charge for the