Frequently Asked Questions

If you have additional questions, please contact us.  We’re here to help.


Zwell FAQs

We currently don’t offer financing options, but are exploring partnerships with financial institutions that fit our core values.

Zwell is a Washington Social Purpose Corporation founded on Earth Day, April 22, 2020.

  • We don’t use corporate shells or other structural means, such as establishing multiple corporate entities, to minimize tax payments.
  • We have never filed for bankruptcy protection
  • We have never committed, been penalized for, or been accused of bribery, fraud, or corruption
  • We have never been penalized or have had any allegations of anti-competitive behavior
  • We have never received any penalties regarding financial reporting, tax payments, investments, or loans
  • We have never received any penalties regarding political contributions or international affairs
  • We’ve never been party to any litigation or arbitration
  • We have never experienced accidental discharges to air, land or water of hazardous substances at any of our facilities
  • We have never had an environmental management or animal welfare penalties

Zwell does not sell our customers’ data. You can learn more about our privacy and data collections policies here. We have not experienced any breaches of individual privacy and/or losses of individual confidential data.

We believe free markets, entrepreneurship and socially responsible capitalism can solve many of the world’s problems and that’s why we started Zwell. We believe in creating fulfilling work for people and paying people for the value they create. We believe in equality and treating everyone with respect. We believe that through open, honest and transparent dialogue with our employees and contractors we can create lifelong working relationships. We don’t prohibit workers from freely associating and bargaining collectively for the terms of one’s employment.

  • We don’t employ zero-hour contracts
  • We don’t use prison labor
  • We don’t employee workers under the age of 15 (or other minimum work age covered by the International Labour Organization Convention No. 138 ).
  • Overtime work is not compulsory
  • We have not had any on-the-job fatalities
  • We have not had to layoff more than 20% of our workforce
  • We have not had any labor penalties or litigation brought upon us
  • We have not had any allegations or penalties for infringing on indigenous people’s rights
  • We have not had any other penalties, complaints, or grievances filed or levied against the us for negative impacts on local communities, human rights, or other stakeholder concerns

Currently, we are only offering our service in the US, but as we expand globally we will play close attention to conflicts around the world. We don’t sell products that are illegal under country laws or regulations where we operate are banned in international conventions or agreements, or subject to international phase-out or regulation. We follow national, state and local codes regulating labor and workmanship standards.

Central to Zwell’s purpose is our environmental mission. We believe that we can effectively combat the effects of climate change, by reducing the greenhouse gas emissions of the homes we all live in. We envision a future where all homes are powered with 100% sustainable energy. Learn more about our environmental mission.

Zwell Environmental Mission

As part of Zwell’s membership in 1% for the planet, 1% of your purchase goes directly to Spark Northwest to support their efforts to combat climate change. Spark Northwest believes in creating communities powered by locally controlled clean energy. Through distributed energy projects that allow for community-level participation and equitable ownership, Spark Northwest aims to reduce energy burden while building wealth for disadvantaged communities.

Through renewable energy projects and policy reform Spark Northwest’s mission is to:

  • Ensure everyone has access to affordable clean energy
  • Increase the amount of distributed clean energy to achieve a Pacific Northwest that is 100% powered by renewable energy
  • Increase access to clean energy for middle and low-income households
  • Grow local economies and increase community resiliency through locally sourced energy projects

Zwell Community Fund

Yes, can you donate as much money as you’d like to the Zwell Community Fund™. Investing in the communities we serve is built into our business model and a small percentage of every purchase you make with Zwell goes to the Zwell Community Fund™. When you checkout you’ll have the option to add an additional amount to the Zwell Community Fund™. Every dollar added to the Zwell Community Fund™ goes directly to Community Energy Project. Feel free to visit Community Energy Project’s Website to learn more about the great work they are doing.

We are partnering with the Community Energy Project whose mission is to provide free home services focused on safety, health, and energy efficiency. The Community Energy Project’s most recent equity reported highlighted the following results of the clients they served:

  • 59% are people of color
  • 66% have income at our below 50% Median Family Income
  • 24% have someone in the household with a disability
  • 74% identify as female
  • 68% are renters
  • 29% are over age 55

Your tax situation is unique to you. We recommend that you consult your tax professional to determine whether or not your contribution to the Zwell Community Fund™ is deductible on your taxes.

Zwell is a Washington Social Purpose Corporation, not a 501(c)(3), however, every dollar contributed to the Zwell Community Fund™ goes directly to the non-profit Community Energy Project. Community Energy Project provides free home services focused on safety, health, and energy efficiency. Community Energy Project provides free community education and supplies, as well as direct home energy upgrades and repairs through partnerships with community members and service organizations, utilities, corporations, foundations, and government agencies.

No, the Zwell Community Fund™ is not a non-profit entity, but ALL proceeds in the fund are donated to Community Energy Project, which is a non-profit 501(c)3.

Zwell is a Washington Social Purpose Corporation, meaning that we have embedded a social and environmental mission into the founding charters of the business.

We were founded with the idea, that a free market business has a fundamental responsibility to enrich its community and that capitalism — instead of being a vehicle for funneling wealth to a few — can be used to distribute resources equitably, while still maintaining the competitive edge that is so powerful for innovation and moving industries forward into the future.

We are committed to maintaining transparency and accountability around our entire venture.

Troubleshooting FAQs

Error A906 means that the controller is getting too hot. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A905 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A904 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A903 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A902 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error T901 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A900 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A504 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A503 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A502 means that the controller malfunctioned and the heater was disabled. 

The way to resolve this issue is to replace the control board. For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error T300 means the water leak sensor was not installed. The following steps can help you check the issue.

  1. Check to ensure the water leak sensor is installed.
  2. Check wiring connections to sensors from the board.
  3. Check resistance to the sensor to determine whether the sensor or board should be replaced (See ohm reading chart for correct readings).

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A200 means the ECO tripped and the heater was disabled. The following steps can help you check the issue.

  1. Disconnect power to the unit.
  2. Check elements from screw to ground.
  3. Check resistance to thermistors.
  4. If the issue is neither the elements or thermistor, replace the board.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A123 means the Shut-Off Valve has malfunctioned. The following steps can help you check the issue.

  1. Check connections of the wiring.
  2. Unplug and plug back the Shut-Off valve.
  3. If the alarm persists, call customer service.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A122 means the Shut-Off Valve has malfunctioned. The following steps can help you check the issue.

  1. Check connections of the wiring.
  2. Unplug and plug back the Shut-Off valve.
  3. If the alarm persists, call customer service.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A121 means the Shut-Off Valve has malfunctioned.  The following steps can help you check the issue.

  1. Check connections of the wiring.
  2. Unplug and plug back the Shut-Off valve.
  3. If the alarm persists, call customer service.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A120 means the Shut-Off Valve has malfunctioned.  The following steps can help you check the issue.

  1. Check connections of the wiring.
  2. Unplug and plug back the Shut-Off valve.
  3. If the alarm persists, call customer service.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error T132 means the water heater can not satisfy the demand for hot water. The following steps can help you check the issue.

  1. Check for open faucets.
  2. Check for water leaks.
  3. If none present, the unit may be improperly sized.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error T131 is an air filter routine maintenance reminder. The following steps can guide you on how to clean your filter.

  1. Set mode to Electric or OFF.
  2. Remove the air filter and clean by washing with a mild detergent.
  3. Dry air filter and reinstall.
  4. Set unit to desired mode.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A130 means the ambient temperature is below freezing – it is a FREEZE WARNING. To fix this, enable the heater. (Turn it on).

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A129 means the control board relay failed and the heater was disabled.  The following steps can help you check the issue.

  1. Disconnect power to the unit.
  2. Check wiring connection.
  3. Check ohm reading if wires are properly connected.
  4. If acceptable ohm reading is present, replace the board. If not, replace relay.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A128 means the control board relay failed and the heater was disabled.  The following steps can help you check the issue.

  1. Disconnect power to the unit.
  2. Check wiring connection.
  3. Check ohm reading if wires are properly connected.
  4. If acceptable ohm reading is present, replace the board. If not, replace relay.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A127 means the elements mis-wired or the control board failed and the heater was disabled. The following steps can help you check the issue. 

  1. Disconnect power to the unit.
  2. Check the wiring connection to the heating element.
  3. Ensure both wires are properly connected at element and board.
  4. Check ohm reading on the heating element if wires are properly connected.
  5. If acceptable ohm reading is present, replace the board. If not, replace the element.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A126 means the heating element or control board failed and the heater was disabled. The following steps can help you check the issue. 

  1. Disconnect power to the unit 
  2. Check resistance on element per included Ohm Reading Chart 
  3. If acceptable ohm reading is present, replace the board 
  4. If ohm reading is not as it should be per included chart, replace the board

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A125 means the heating element or control board failed, the heater was disabled. The following steps can help you check the issue. 

  1. Disconnect the power to the unit 
  2. Check resistance on element per included Ohm Reading Chart 
  3. If acceptable ohm reading is present, replace the board 
  4. If ohm reading is not as it should be per included chart, replace the board

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A108 means the heating source defaults to elements due to condensate drain blockage. The following steps can help you check the issue.

  1. Remove top cover from tank
  2. Visually inspect to ensure condensate line is clear and there is not excessive condensate in condensate pan
  3. If water is present, locate blockage and unlock.
  4. Ask the customer to where the condensate is being routed 
  5. If the pan is dry and no blockage is present, replace the condensate sensor.
  6. Also, this is often caused by a frozen condensate line during the winter.  So, depending on how the condensate line was installed and if it was uninsulated that could be a potential cause.  If you are able to test that water runs through the condensate line clearly then that could point to needing to replace a condensate sensor.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A107 means that the system has detected water in the drain pan. The following steps can help you check the issue. 

  1. Check for obvious water leaks (If leak is present, service for unit leakage).
  2. If obvious leakage is not present, disconnect rope sensor from the board and if the code is no longer present, dry (a blow dryer is an acceptable method) or replace rope sensor.
  3. If error is still present once the rope sensor has been replaced, the board will need to be replaced.
  4. Press and hold the “Clear Alarm” button for 5 seconds to override the alarm for 24 hrs.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A106 means the heating source defaults to elements due to heat pump temperature malfunction. The following steps can help you check the issue.

  1. Check connections of the wiring and sensors.
  2. Get an Ohm reading on the thermistors (if multimeter is available) (See Ohm chart for correct readings based on ambient temperature).
  3. Check on display by selecting Service>Sensors>If sensor shows – 40°F, the circuit is open, +250°F indicates the circuit has shorted. Note: To confirm reading, power down the unit and unplug the thermistor from the board. Check Ohm reading. (See ohms chart)

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A105 means the heating source defaults to elements due to heat pump temperature malfunction.

The following steps can help you check the issue.

  1. Check connections of the wiring and sensors.
  2. Get an Ohm reading on the thermistors (if multimeter is available) (See Ohm chart for correct readings based on ambient temperature).
  3. Check on display by selecting Service>Sensors>If sensor shows – 40°F, the circuit is open, +250°F indicates the circuit has shorted. Note: To confirm reading, power down the unit and unplug the thermistor from the board. Check Ohm reading. (See ohms chart)

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A104 means the upper tank temperature sensor malfunctioned. The heater was disabled. The following steps can help you check the issue.

  1. Check connections of the wiring and sensors.
  2. Get an Ohm reading on the thermistors (if multimeter is available) (See Ohm chart for correct readings based on ambient temperature).
  3. Check on display by selecting Service>Sensors>If sensor shows – 40°F, the circuit is open, +250°F indicates the circuit has shorted. Note: To confirm reading, power down the unit and unplug the thermistor from the board. Check Ohm reading. (See ohms chart)

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A103 means the lower tank temperature sensor malfunctioned. The heater was disabled. The following steps can help you check the issue.

  1. Check connections of the wiring and sensors.
  2. Get an Ohm reading on the thermistors (if multimeter is available) (See Ohm chart for correct readings based on ambient temperature).
  3. Check on display by selecting Service>Sensors>If sensor shows – 40°F, the circuit is open, +250°F indicates the circuit has shorted. Note: To confirm reading, power down the unit and unplug the thermistor from the board. Check Ohm reading. (See ohms chart)

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A102 means the heating source defaults to elements due to heat pump temperature sensor malfunction. The following steps can help you check the issue.

  1. Check connections of the wiring and sensors.
  2. Get an Ohm reading on the thermistors (if multimeter is available) (See Ohm chart for correct readings based on ambient temperature).
  3. Check on display by selecting Service>Sensors>If sensor shows – 40°F, the circuit is open, +250°F indicates the circuit has shorted. Note: To confirm reading, power down the unit and unplug the thermistor from the board. Check Ohm reading. (See ohms chart)

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A009 means the heating source defaults to elements due to compressor malfunction. The following steps can help you check the issue.

  1. Check connections of the wiring and sensors.
  2. Get an Ohm reading on the thermistors (if multimeter is available) (See Ohm chart for correct readings based on ambient temperature).
  3. Check on display by selecting Service>Sensors>If sensor shows – 40°F, the circuit is open, +250°F indicates the circuit has shorted. Note: To confirm reading, power down the unit and unplug the thermistor from the board. Check Ohm reading. (See ohms chart)

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error T009 means the heating source defaults to elements due to compressor malfunction. The following steps can help you check the issue.

  1. Check connections of the wiring and sensors.
  2. Get an Ohm reading on the thermistors (if multimeter is available) (See Ohm chart for correct readings based on ambient temperature).
  3. Check on display by selecting Service>Sensors>If sensor shows – 40°F, the circuit is open, +250°F indicates the circuit has shorted. Note: To confirm reading, power down the unit and unplug the thermistor from the board. Check Ohm reading. (See ohms chart)

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A008 refers to the Dry fire protection, and usually means that there is no sufficient water in the storage tank and the heater was disabled. The following steps can help you check the issue.

  1. Fill the storage tank with water. 
  2. Purge all air from the storage tank by running a hot water faucet (This is generally an installation issue and indicates there is air in the tank.) If the unit is still displaying the A008, air is still present and should be purged again. Any issues with the board or sensors would exhibit a different alarm code.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error T006 means that the heating source defaults to elements due to compressor malfunction. The following steps can help you check the issue.

  1. Confirm fan is operational while compressor is on. (If the fan is not operational, check continuity from the middle(ground)terminal to either outside terminal. If there is a 60V or higher reading, the fan should be running and will need to be replaced. If not, replace the control board (rare)).
  2. Confirm the filter screen is clean.
  3. Inspect compressor and surrounding components for any obvious signs of refrigerant leak (oily residue) If the compressor is not operational or there are signs of leakage, the unit will need to be replaced as we do not service sealed system parts.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A006 means that the heating source defaults to elements due to compressor malfunction. The following steps can help you check the issue.

  1. Confirm fan is operational while compressor is on. (If the fan is not operational, check continuity from the middle (ground) terminal to either outside terminal. If there is a 60V or higher reading, the fan should be running and will need to be replaced. If not, replace the control board (rare)).
  2. Confirm the filter screen is clean.
  3. Inspect compressor and surrounding components for any obvious signs of refrigerant leak (oily residue) If the compressor is not operational or there are signs of leakage, the unit will need to be replaced as we do not service sealed system parts.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error T005 means that the heating source defaults to elements due to low airflow. The following steps can help you check the issue.

  1. Confirm fan is operational while compressor is on. (If the fan is not operational, check continuity from the middle (ground) terminal to either outside terminal. If there is a 60V or higher reading, the fan should be running and will need to be replaced. If not, replace the control board (rare)).
  2. Confirm the filter screen is clean.
  3. Inspect compressor and surrounding components for any obvious signs of refrigerant leak (oily residue) If the compressor is not operational or there are signs of leakage, the unit will need to be replaced as we do not service sealed system parts.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A005 means that the heating source defaults to elements due to compressor malfunction. The following steps can help you check the issue.

  1. Confirm fan is operational while compressor is on. (If the fan is not operational, check continuity from the middle (ground) terminal to either outside terminal. If there is a 60V or higher reading, the fan should be running and will need to be replaced. If not, replace the control board (rare)).
  2. Confirm the filter screen is clean.
  3. Inspect compressor and surrounding components for any obvious signs of refrigerant leak (oily residue) If the compressor is not operational or there are signs of leakage, the unit will need to be replaced as we do not service sealed system parts.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

Error A004 means that the heating source defaults to elements due to compressor malfunction. The following steps can help you check the issue.

  1. Confirm fan is operational while compressor is on. (If the fan is not operational, check continuity from the middle (ground) terminal to either outside terminal. If there is a 60V or higher reading, the fan should be running and will need to be replaced. If not, replace the control board (rare)).
  2. Confirm the filter screen is clean.
  3. Inspect compressor and surrounding components for any obvious signs of refrigerant leak (oily residue) If the compressor is not operational or there are signs of leakage, the unit will need to be replaced as we do not service sealed system parts.

For more information, you can contact the Rheem Hybrid Technical Services Department at 800-995-0982.

You can get in touch with Rheem by calling them at 1-800-432-8373 or via their website.

Getting no hot water or not enough hot water have many possible causes. The basic things to be checked first would be:

  • The power supply – make sure that there is power going to the water heater and proper wiring has been installed
  • The fuse and circuit breaker – make sure the fuse has not blown or the circuit breaker did not trip
  • The thermostat setting – make sure that the temperature was not set too low
  • Water usage may have exceeded the capacity of the water heater. Wait for the water heater to recover after an abnormal demand. 
  • Leaking or open hot water faucets. Make sure all faucets are closed.

Here is the step by step guide you can follow on how to replace your batteries. 

1. Remove the front cover of the Control assembly.

2. Remove the BR2032 battery from the battery holder.

3. Replace the battery with an approved BR2032 cell coin battery.

4. Re-Install the front cover of the Control assembly.

If the water that is coming out from your water heater is too hot, the thermostat is set too high. Double check the temperature regulation to make sure that the temperature set is within acceptable level.

The temperature of the water in the heater is regulated by the water heater interface control. To comply with safety regulations the temperature was set at 120°F (49°C) before the water heater was shipped from the factory.

Pressure buildup caused by thermal expansion in a closed system can make the relief valve produce a popping sound. This is an unacceptable condition and must be corrected.

If you purchased your water heater from us, please contact us so we can help. If you purchased your water heater elsewhere, try contacting your water supplier/utility, the plumbing contractor that installed the water heater for you or the manufacturer of the water heater.

A rumbling noise could be caused by a buildup of scale or mineral deposits in the water heater. If this happens, allow a few quarts of water to run from the drain valve to remove the sediments.

If this doesn’t solve your problem and you purchased your water heater from us, please contact us so we can help. If you purchased your water heater elsewhere, try contacting the plumbing contractor that installed the water heater for you or the manufacturer of the water heater.

Scheduling Service with Zwell

Right now we’re booking out about two weeks, but if you have an emergency replacement situation, please reach out and we’ll see what we can do!

Rheem Professional Prestige ProTerra

The quick release valve is a little lever on the top of a storage water heater.  The purpose of the valve is to allow excessive temperature and pressure inside the storage tank to be released safely.

Other than a built-in system to automatically monitor and control the temperature and pressure, our storage water heaters also come with a relief valve for added safety.

Without the valve, your water heater may run the risk of an explosion if the temperature or pressure got higher than what the tank was designed to handle.

To put it simply, storage water heaters can be hazardous or even lethal if they do not come with a temperature and pressure relief valve.

Zero clearance is in reference to installation and means that Rheem’s line of hybrid electric heat pump water heaters can be placed directly up against a wall if needed. Competing products requires several inches of clearance, meaning, there has to be a minimum distance between any wall and the water heater. Rheem designed their line of heat pump water heaters to have an outlet vent and all service parts serviceable so as not to require a minimum distance between the unit and a wall.

The water heater is equipped with the Energy Saver, High Demand, Heat Pump, Electric Only and Vacation modes which regulate the temperature and amount of power being used.

  • Heat Pump Mode: The mode will heat with Heat Pump operation and will not use electric heat during typical heating and demand cycles.  This mode has a low recovery but minimizes power consumption.

  • Energy Saver Mode: This mode will provide functional operation resulting in water heater performance that meets Energy Star requirements.  FHR (First Hour Rating) – exceeding the minimum of 51 GPH (Gallons Per Hour) and a minimum UEF (Uniform Energy Factor) of 2.0.  As a result, compressor operation is maximized and use of electric heat is minimized.

  • High Demand Mode: This mode provides the highest recovery while still providing good energy savings.  The water heater will operate both the heat pump and electric heat simultaneously.

  • Electric Only Mode: The mode will heat with the electric resistance elements and should be used during filter and condensate drain maintenance periods.  This mode will result in maximum power consumption.

  • Vacation Mode: This feature is used when you will be away from your home for an extended period of time and hot water is not needed.  This mode will allow duration setting between 1 and 28 days or set indefinitely with the “Hold” setting.  In this mode, the tank temperature will remain at 65°F (18°C). 

If you plan to go on vacation anywhere from 1 to 28 days you can set the Rheem ProTerra hybrid heat pump water heater to Vacation Mode where the tank temperature will stay heated at around 65°F (18°C).  You can set the water heater to Hold where it will indefinitely hold the temperature you set it at while you are away.  

However, if you are not using your water heater for 6 months or more, Rheem recommends turning off the power and water to the water heater to conserve energy and prevent a build-up of dangerous hydrogen gas.

The water heater and piping should be drained if they might be subject to freezing temperatures while you are away.

After a long shut-down period of 6 months or more, the water heater’s operation and controls should be checked.  Make sure the water heater is completely filled again before returning to normal use.

Rheem’s ProTerra hybrid heat pump water heater is factory charged with an environmentally friendly, non-chlorinated refrigerant, R134A. This refrigerant has zero ozone depletion potential.

Release of the refrigerant into the atmosphere may be considered illegal.

Rheem ProTerra hybrid heat pump water heaters have both an inlet duct and outlet duct.  The inlet duct is used to draw air into the condenser to heat the water and the outlet duct is used to exhaust dehumidified air back out of the water heater.

There are a few conditions where you’d consider ducting.

Inlet Ducting

An ideal location for a heat pump water heater is in a room that has greater than 700 cubic feet of air.  If the location of your water heater is smaller than 700 cubic feet and you don’t have the option of installing a louvered door then you may consider ducting air from outside the room using the inlet duct.

Outlet Ducting

If your water heater is located in a condition space like a laundry room you can expect cold dehumidifier air to exhaust from the outlet duct which can reduce the temperature of the room by a few degrees.  Some homeowners choose to duct the cold air outside of a condition room.

Always check with local building and HVAC codes before designing the duct system. Do not connect the water heater to existing duct work; it must be ducted separately from other appliances. Ducting must be adequately supported along both vertical and horizontal lengths. UL Certified terminations must be used for ducting to the outside.  For more information on how to properly duct a heat pump water heater please see our installation procedures.

An ideal location for a hybrid heat pump water heater is in a clean dry space with enough room so that the thermistor and element access panels are accessible for servicing.  Installation in a confined space can lead to higher power consumption if adequate ventilation is not provided.

CAUTION: The water heater should not be located in an area where leakage of the tank or connections will result in damage to the area adjacent to it or to lower floors.  Where such areas cannot be avoided, it is recommended that a suitable drain pan is used.

Filled with water a tank can weigh between 500 to 1,100 pounds depending on the tank size so make sure the floor underneath the water heater is strong enough to sufficiently support the weight of the water heater once the tank is full.  Floor isolation kits are recommended to minimize vibrations if needed.

Ambient temperature should not exceed 145°F (63°C).  The water heater and water lines should not be installed outdoors in unprotected areas or where they would be susceptible to freezing temperatures.

The heat pump needs enough air exchange to operate efficiently and several locations will accommodate this.  Generally speaking, if the location of the water heater is in a room larger than 700 cubic feet (e.g. 7’ x 10’ x 10’) you will have enough air exchange for optimal operation.  If your location is smaller than 700 cubic feet you can use ducting or a louvered door to produce the proper air exchange.

For more information please see our installation guide.

No, insulation blankets are not necessary for the Rheem Professional Prestige ProTerra model.

Rheem and other hot water heater manufacturers are supporting the ANSI/CTA-2045 standard for an open communications protocol and physical port for electricity-using appliances. 

The protocol was developed by the Electric Power Research Institute, Consumer Technology Association, and others as a way for utilities to manage peak demand within their electrical grid. 

The port is analogous to a computer USB port, which accepts universal communication modules (UCMs) that can network with other devices, a building network, or the electric grid. 

The CTA Adaptor on the Rheem ProTerra hybrid heat pump water heaters allows for the installation of a CTA-2045 compliant module should your electric utility require it.

EcoNet is Rheem’s mobile application available for both Android and iOS mobile devices that provides management features for several Rheem products including the ProTerra line of hybrid heat pump water heaters.  The EcoNet app provides the following features:

  • Control your hot water heater temperature
  • Setup the following modes Energy Saver, High Demand, Heat Pump, Electric & Vacation
  • Monitor hot water usage over time
  • Receive notifications

To learn how to setup and use EcoNet, visit our installation guide.

Diagram Showing Tank Drain

Rheem’s use and care manual warns that before manually operating the relief valve, make certain no one will be exposed to the hot water released by the valve.  The water drained from the tank may be hot enough to present a scald hazard and should be directed to a suitable drain to prevent injury or damage.

Step 1 – Shut off power to the water heater before draining the water.

Step 2 – Turn off the cold water supply.

Step 3 – Open a hot water faucet or lift the handle on the relief valve to admit air to the tank.

Step 4 – Attach a garden hose to the drain valve on the water heater and direct the stream of water to a drain.

Step 5 – Open the valve.

Drain times vary for a variety of factors but a rough range is anywhere from 10 – 20 minutes depending on tank size.  If it is taking longer to drain the tank you can try to turn on the cold water supply to the tank to try and flush any impediments.

The automatic water shut off valve has a self check feature which runs every 30 days once the water heater is powered on.  This feature works by closing and reopening the automatic water shut off valve.  In case the valve fails to reopen, the water heater is disabled.  The water heater gives an alert when the automatic water shut off valve fails to close.

A standard electric water heater requires a 30 amp double pole breaker, which is basically two 15 amp breakers, in their electrical panel. In some older homes only a single 15 amp breaker may be available.  Installing a 30 amp model on 15 amp service would overload the breaker and not allow it to run properly due to a lack of electricity.

For this reason and to give ProTerra more versatility a 15 amp model is available. The main difference is the downsized elements. The 15 amp model uses 2,500 watt elements instead of the standard 4,500 watt elements in standard electric water heaters.  The first hour rating of the 15 amp model is 54 gallons per hour compared to 67 for the 30 amp model.  The recovery time for the 15 amp model is 16 gallons per hour compared to 27 for the 30 amp model.

As you can see by the highlighted section of the spec sheet, the first hour hot water delivery and recovery rate is much less on the 15 amp than the 30 amp because of this.

It’s been many years since homes were built without having a 30 amp service ran for their water heater and is pretty rare to come across.

The 15 amp variant became available during Rheem’s Gen IV launch in 2017.

If you are replacing any standard electric water heater, chances are that it would be a 30amp model. If you had any doubts, the only way to verify would be to look at the electrical panel and see what size breaker is present for the water heater circuit.

LeakGuard™ is a Rheem leak detection and prevention system on ProTerra™ that limits leaks to no more than 20 ounces of water. In the event of a leak, the water heater will shut down.

Rheem’s ProTerra line of hybrid heat pump water heaters offer a 10 year limited warranty. Rheem’s warranty’s like most in the industry are only available to the original owner of the water heater and are not transferrable.

When you purchase a water heater from Zwell we complete the registration of your water heater for you and will provide you with Certificate of Limited Warranty and will keep this certificate on file for you should you misplace it.

Rheem warrants the water heater and its component parts are free from defects in materials and workmanship under normal use. Rheem has the option to repair or replace the water heater or any of its components parts if they fail within normal use.

If an exact replacement part or water heater isn’t available, Rheem will provide you with the current comparable part or unit. There is also a scenario where you may have the option of paying for an upgrade if the features from the defective unit are no longer available due to changing government or industry standards and regulations. In this case, you will receive a new warranty for the replacement water heater.

Like most warranties, there are several exclusions:

  • Service trips to your home to teach you how to install, use or maintain your water heater or bring the water heater into compliance with local building codes and regulations.
  • Damages, malfunctions or failures resulting from failure to install the water heater in accordance with applicable building codes, ordinances or good plumbing and electrical trade practices.
  • Damages, malfunctions or failures resulting from improper installation or failure to operate and maintain the water heater in accordance with Rheem’s instructions.
  • Performance problems caused by improper sizing of the water heater, the venting connection, electric service voltage, wiring or fusing.
  • Damages, malfunctions or failures caused by improper conversion from natural gas or liquid propane.
  • Damages, malfunctions or failures caused by operating the water heater with the anode rod removed or with modified, altered, or unapproved parts installed.
  • Damages, malfunctions or failures caused by abuse, accident, fire, flood, freeze, lighting, acts of God, and the like.
  • Tank failures (leaks) caused by operating the water heater in a corrosive or contaminated atmosphere.
  • Damages, malfunctions or failures caused by operating the water heater with an empty, or partially empty, tank (also known as “dry firing”).
  • Damages, malfunctions or failures caused by operating the unit at water temperatures exceeding the maximum setting of the operating, or high limit, control.
  • Tank failures caused by operating the water heater when it is not supplied with potable water, free to circulate at all times.
  • Damages, malfunctions or failures caused by subjecting the tank to pressures, or firing rates, greater than those shown on the rating label.
  • Damages, malfunctions or failures resulting from the use of any attachment, including an energy saving device, not authorized by Rheem.
  • Units installed outside the fifty states (and the District of Columbia) of the United States of America.
  • Units removed from the original installation location.
  • Units that had their rating labels removed. A water heater should not be operated if the rating label is removed.

If you need to make a warranty claim, simply contact us and we’ll help you with the process.

Rheem Manufacturing Company

In addition to Rheem’s commitment to the environment, they are also holding themselves accountable in how well they treat their customers, partners and employees.

There is strong evidence to suggest that Rheem is doing a good job in this area by taking a quick look at Rheem’s Glassdoor Reviews compared to their primary competition.

RheemBradford WhiteAO Smith
Overall3.82.93.4
Culture & Values3.62.43.1
Diversity & Inclusion4.1N/A3.0
Work/Life Balance4.02.33.2
Senior Management3.22.42.8
Compensation & Benefits3.63.03.8
Career Opportunities3.32.63.0
Recommend
to a Friend
71%41%56%
CEO Approval97%33%100%
Business Outlook73%51%51%

One employee and former subcontractor of Rheem that we discussed with said, “Rheem has always been fair in all my dealings with them. They put a real emphasis on listening to feedback provided back to them and are always willing to make any necessary adjustments to how they do business.”

We chose to partner with Rheem not only for their industry leading products, but their dedication to working on the problem of climate change. Rheem is a privately held company that is putting a focus on sustainability through A Greater Degree of Good initiative, which has 3 primary goals.

By 2025 Rheem will:

  • Launch a line of heating, cooling and water heating products that boast a 50% reduction in greenhouse gas footprint.
  • Reduce greenhouse gas emissions by 50% and achieve zero waste to landfill in our global manufacturing operations.
  • Train 250,000 plumbers, contractors and key influencers on sustainable products or sustainable installation and recycling best practices.

You can learn more about Rheem’s progress in their sustainability progress reports:

The full line of Rheem hybrid heat pump water heaters including the Professional Prestige ProTerra, Performance Platinum ProTerra, Performance Platinum Series and Professional Prestige Series lines are all designed in the United States and manufactured in Mexico.

Hybrid Water Heaters

  • Depending on where you live and how you use a hybrid, you can save up to $480 per year in energy costs. 
  • We’ve developed a simple payback or return on investment (ROI) calculator to help you calculate how can expect to get a return on your upfront investment in a hybrid electric heat pump water heater.  In addition, you get a rough estimate as to how much you might expect to save over the lifetime if your water heater.

Hybrid Electric Heat Pump Water Heater Payback Calculator

  • Enter any available rebates being offered by your utility not already covered in the price above.
  • Enter any local or federal tax incentives you'll receive from the purchase of new hybrid water heater.
  • Enter the price you pay on average for a kilowatt hour (kWh) of energy. The national average is $.13.
  • Enter the average amount of kilowatt hours (kWh) of energy used by your existing water heater. You can typically find this on the Energy Guide label on your water heater. Older electric water heater can use anywhere from 4,500 to 5,000 kWh per year.
  • Enter the kWh of energy used by your new hybrid water heater typically around 800 kWh

All hybrid heat pump water heaters have a condensate drain to remove water that has condensed from the warm air drawn into the water heater by the compressor to heat the water in the tank.

Review the manufacturer’s instructions when installing a condensate drain line and make sure that your drain lines connections and piping comply with all state and local codes.

Below are some considerations for the proper draining of condensate:

  • A floor or other drain no higher than 36″ (91.4 cm) above the floor must be available in close proximity to the water heater to allow for the shortest possible drain with minimal turns to be installed.
  • It is important to install a 3/4″ FNPT fitting suitable for either rigid or flexible line to the primary drain port coming off the side of the unit. Diameter reductions from the 3/4″ drain line are not recommended.
  • It’s important to route the flexible or rigid line that the discharge water cannot contact live electrical parts or cause water damage.
  • Ensure that the rigid or flexible drain line maintains a downward slope to allow for proper gravity drainage of condensate to the drain and to allow for proper function of the condensate drain blockage sensor.
  • If no drain is available then install a common condensate pump with a capacity no less than 1 gallon (3.8l)/day according to the manufacturer’s instructions.
  • If a condensate pump is installed, it should be wired to shut off the heat pump in the event he condensate pump fails or the float switch in the pump activates.
  • Condensate drain lines that are installed in areas subject to freezing temperatures should be wrapped with a nationally recognized heat tape.
  • You shouldn’t connect condensate drain lines with other drain or discharge lines into a single (common) pipe or line. Each line (condensate drain line, temperature and relief valve discharge pipe, etc.) should be independently run to an adequate drain.

Rebates and tax incentives can dramatically reduce your cost of ownership and payback period for an energy efficient investment. We are continually working on programs to offer you instant rebates at the time of your purchase, but often rebates are provided to you from your utility directly or through a tax credit from the Federal government.

Our goal is to make this process as easy as possible for you. If we can’t offer you an instant rebate we’ll provide you with the information and steps you need to claim your rebate or tax credit.

You can find some information on additional rebates and tax incentives available to you on Rheem’s Rebate Center or the Energy Star Web Rebate Finder Web sites.

If you have a question about rebates or tax incentives don’t hesitate to get in touch with us.

Heat pump or hybrid water heaters transfer heat from the surrounding air to the water and will produce cool, dry exhaust air. Today’s heat pump water heaters have the ability to run in only heat pump mode for the most energy efficient usage or in conventional electric resistance mode. When operating in heat pump mode, heat pump water heaters do not heat water as quickly as conventional electric resistance water heaters, particularly when recovering after significant usage. Consequently, to maintain performance, heat pump water heaters may switch to a less efficient electric resistance heating mode. These two heating modes are why heat pump water heaters are also referred to as “hybrids”.

Hybrids are optimally designed to be installed in unconditioned or semi-conditioned spaces for example garages or basements. However, if placed in conditioned space, hybrids will produce cool and dry air that is a benefit in the summer months but will lead to higher heating bills in the winter months.

If a hybrid is the right product for you and you need to install the hybrid in a conditioned space such as a laundry room, you have the option of ducting the exhaust air outside.

Water Heater Decibels

Rheem publishes their decibel ratings less than 50 decibels, however, in our tests we’ve seen this vary from home to home likely depending on the acoustics of the location the water heater is installed.  In our limited testing we’ve experienced up to 63 decibels when the heat pump using the Decibel X:dB Sound Level Meter on an iPhone.  If you are concerned with the noise that the heat pump makes when in operation we highly encourage you to run your own tests of various appliances and/or different white noise levels.

General Hot Water Heater Questions

Once it is safe to be in your home you should turn off the circuit breaker to the water heater and contact us so we can help determine if it is safe to continue to operate your water heater.

Seismic strapping also referred to as earthquake straps or water heater restraining straps are designed to brace or anchor your water heater to the wall to prevent the water heater from falling during an earthquake.

We follow all local and national codes when installing your water heater. We install seismic straps with every water heater installation up to or exceeding the codes governing your home.

We’ll help you determine if a thermal expansion tank is needed if we are installing a new water hater for you, but you can also check with your water utility to determine if a thermal expansion tank is needed.

As water is heated, it expands in volume and creates an increase in pressure in your water system. This action is referred to as thermal expansion. In an “open water system”, expanding water which exceeds the capacity of the water heater flows back into the city main where the pressure is easily dissipated.

A “closed water system”, however, prevents the expanding water from flowing back into the main supply line, and the result of thermal expansion can create a sudden dangerous pressure increase in the water heater system and piping. During each heating cycle this rapid pressure increase can trigger the pressure relief valve repeatedly causing premature failure.

The recommended method of controlling thermal expansion is to install an expansion tank in the cold water line between the water heater and the check valve. The thermal expansion tank is designed with an air cushion compresses as the system pressure increases, relieving the pressure build up and repeated operation of the pressure relief valve.

First and foremost, when setting the temperature of your hot water heater you need to consider the safety for you and anyone that will use hot water in your home. By far the biggest safety factor to consider is injury from scalding or burns related to exposure to hot water. Water temperatures above 125°F (52°C) can cause severe burns instantly or death from scalds.

Children, elderly and disabled individuals are at the highest risk of being scalded. Households with these people may require a 120°F (49°C) or lower thermostat setting to prevent contact with water capable of injury. Always feel the water before bathing or showering. The chart below can act as a guide for determining the proper water temperature for your home.

TemperatureTime to Produce a Serious Burn
120°F (49°C)More than 5 minutes
125°F (52°C)1.5 to 2 minutes
130°F (54°C)About 30 seconds
135°F (57°C)About 10 seconds
140°F (60°C)Less than 5 seconds
145°F (63°C)Less than 3 seconds
150°F (65°C)About 1.5 seconds
155°F (68°C)About 1 second

To comply with safety regulations most manufacturers factory set the water heater temperature to 120°F (49°C). The US Department of Energy also recommends 120°F (49°C) as the optimal setting to balance safety and conservation.

Another important safety consideration is that in certain environments legionellae bacteria can build up in storage water tanks and plumbing, which can cause Legionnaire’s Disease or Pontiac Fever. If you or someone in your home has an immune compromised system or a chronic respiratory disease you should take additional precautions to make sure your plumbing system is providing you with safe water, which may require hotter temperatures and additional maintenance.

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