I was in our local Habitat for Humanity (HH) restore and noticed they had about 30 Rheem gas water heaters with a few scratches and dents on each one, all tall models from 29 to 50 gallons. I inquired about them and was told they were purchased from Home Depot. I asked about the warranty and they said I had to call Rheem for that. I took down the model and serial # on a 29 gallon, went home did some research and called Rheem to verify the manufacturer's warranty. I explained to them about Habitat for Humanity, the lady looked up the number and told me that it was covered by a 6 year parts and tank and 1 year labor warranty. I said that was great and that I was thinking about getting the 40 gallon instead and asked would it be covered also, she said it should be but call back when I got the serial #. I went to our local Home Depot to see if Habitat for Humanity purchased the water heaters from them. The manager said they did not come from his store. I asked about the warranty and he said they would be covered by Rheem but Home Depot adds additional time for in home labor and that would not be covered. I went back to Rheem picked out a 40 gallon, called Rheem back gave them the serial number to verify the warranty, I told the lady the entire story again (it was a different person) and she told me it was covered by a 12 year parts and tank and 1 year labor warranty. She did some checking and told me they were purchased from a Home Depot in Pennsylvania, and they were indeed covered by the Rheem manufacturer's warranty. I bought the water heater and asked the store manager if they had the jacket cover and was told no. When I got home I called Rheem again and inquired about the jacket cover and draft hood, which was also missing, and was told that the warranty covered those parts. She said she would ship them to me and then got the ship to info. She told me I should receive them in 3-5 days. On the 6th business day I called Rheem again to inquire about the parts since I had not received them. I was told they had no record of any parts shipment. I gave them the exact time and date of my call when the lady took my shipping data, I was told they had no record of my calls. I was transferred to tech department and spoke with Marie, told her the entire story and was then transferred to Adrian, told the entire story to him, he said they have no record of any parts shipment and transferred me to the parts department. I spoke with Helen, she managed to look up the part numbers and said she would ship them, then asked how I was going to pay for them. I told her that I was told they were covered under they warranty. She said they couldn't be since the water heater was not covered under warranty since they were scratched and dented. I told her that I was told on 3 different occasions, by customer service and the warranty department, that the water heater was covered. She basically said they didn't know what they were talking about. I had already reworked my water lines to accommodate this water heater. I was very fortunate that Habitat for Humanity took back the water heater, since I had not installed it because I was waiting for the parts, and refunded my money. If you use the warranty verification program, don't just take their word that it is covered, get it in writing, I wish I would have. An absolutely terrible experience. Rheem must be a totally disorganized company or they are less than honorable.