My Rheem water heater was broken in the middle of the hot and humid summer. There was a burning mark on the electrical unit on the top cover of the water heater. Called Rheem and found out that there was a recall that the defect caused an overheat. The customer service told me they did not have technicians in my area (Connecticut), so I was on my own to look for a technician to fix the water heater. Desperate to get the water heater fixed as there is no hot water in my house and my 5- and 7-year-old children had to take cold showers every day, I found a retired technician to get the problem fixed and paid him cash as he asked. In Rheem's reimbursement email, it states "if paid by cash, please be sure to provide phone number of technician so we can confirm payment with them." I emailed back the reimbursement request form with the technician's name, phone, recall installation done and the amount he charged me on form page attached. A few days later, I received an email asking for a letter head invoice from the technician's company. Called the customer services, explained the situation. But they were going on a spinning wheel asking for the letter head invoice. I escalated the request to their higher management, still got the same answer. Finally I gave up on the reimbursement request, for it's not worth my time and trouble to going through it. I just paid for it myself. By the way, the payment amount is below Rheem's allowance for the recall installation. So here is what I have experienced with Rheem and its product. Be aware!