SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20251206-2B6CA-2147325844. Severity: Incident, No Injury. Product: Proterra XE50T10H45U1 (Rheem Performance Platinum 50 gal smart high efficiency heat pump water heater model #XE50T10H45U1). Incident: I purchased a Rheem electric heat pump water heater, which started throwing error codes about 6 months after purchase regarding the condenser and condensate. Rheem diagnosed a new control board and lower element were needed and sent a tech out for repairs. The tech advised me that even though it has an electrical only mode, the units aren't designed to be run in electrical only and that doing so burns out the elements. About a month after the repair, the error codes returned. Around the same time, I started experiencing electrical problems with other appliances in my house. I called Rheem tech service again, who walked me through some troubleshooting steps that involved testing the electrical. During the test, there was a large electrical short that resulted in popping and a large spark from the unit that also shorted out the breaker. Rheem advised me to replace the unit at that point. Interestingly, the problems I was experiencing with other appliances in the house stopped the once the water heater was disabled. This occurred in September 2024. The replacement unit I purchased began having similar problems within a few months after installing, just like the previous one. Rheem diagnosed a problem with a thermister and told me parts would be sent for repair. I received parts within a week, but never heard from a local repair company for a service visit. I called Rheem about this and was advised that the job was simple and it would be easier for the homeowner to do the repair, so no technician visit was scheduled. I was then sent an email with an instructional video on how t