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Details
Warranty User Guide

Overview

Gemaire.com offers customers the ability to order replacement parts and submit warranty claims electronically. This will make finding replacement parts easier, eliminate handwritten claims, streamline the drop-off of broken parts at the branch, and reduce the number of processing issues.

There are two ways to begin the claim submission process. If you have already purchased the replacement part from us, locate the sales order number and proceed to Submit Claim Using an Existing Sales Order. Otherwise follow the Purchase Replacement Part instructions.

Lookup Warranty & Submit Claim Check Your Claims Status

Need Help?

Contact Customer Service today.

Warranty Lookup

Check the status of a Warranty

  1. Sign In on Gemaire.com.

  2. Access the Warranty Lookup / Submit Claim from the left or center panel of your account Dashboard.

    Warranty link
  3. Enter the unit information.

    Warranty lookup form
    1. Select the Manufacturer. Currently, the Submit Claim option is available only for Rheem and Rheem Select units.
    2. Enter the unit Serial Number.
    3. Enter the Homeowner’s Last Name.
  4. Click Check Warranty button to view the Warranty Status and Unit Registration details.

    Warranty details
    1. Warranty Status.
    2. Requested Unit Information.
    3. Homeowner Information.
    4. Warranty Information including Active or Inactive Status of item.
    5. Unit Replacement History.
    6. Additional Unit Serial Numbers Under The Same Registration, if any.
  5. If the Warranty has Expired or is Inactive, use Parts List tab to locate and order part needed.

    Parts List
Purchase Replacement Part

Purchase Replacement Part

  1. Sign In on Gemaire.com.

  2. Access the Warranty Lookup / Submit Claim from the left or center panel of your account Dashboard.

    Warranty link
  3. Enter the unit Serial Number and Homeowner’s Last Name. Click Check Warranty.

    Enter unit info
  4. If the Warranty Lookup shows that the Warranty Status is Active, click Submit Claim from the Warranty status message.

    Success Submit Claim
  5. Select “No, create a new order”.

  6. If the homeowner’s last name is not provided or does not match the registered warranty, the Homeowner Info will need to be provided to complete the claim process.

    Homeowner Info

    If the Homeowner’s last name matches the registered warranty, the Homeowner Info will be displayed.

    Homeowner Info
  7. Search the Failed Part from the list by typing the part number or category in the search field. You can also place the cursor in the Add Failed Parts Search Bar search to view all parts.

    The most Common Failed Parts are highlighted at the top, with the ability to scroll all other possible warrantied parts underneath.

    Add Failed Parts

    Common Replacement Parts are also listed with images for unit. Select failed part, Add to New Claim:

    Common Replacement Parts
  8. Complete the claim information.

    1. Select Reason for Failure.
    2. Select Date of Failure.
    3. Select Replacement Part from provided list.
    4. Select Proceed to Checkout.

Proceed to Checkout

  1. Once Proceed to Checkout is selected, the system will run a quick error verification on your order.

  2. Any Verification Warnings need to be corrected to complete the claim process. Click View Errors to review and correct.

  3. Once the Claim is Verified, select Proceed to Checkout and be taken to Checkout page. Enter PO number, complete the checkout process as usual and select Submit Order.

  4. Once the order is submitted, you will be taken to the Detailed Order Receipt including:

    1. An order number. You will also receive an order confirmation email.
    2. Detailed Order Receipt product Information.
    3. Items Under Warranty Claim In This Order – Confirms Warranty Claim.
    4. Your Next Steps – includes link to your Warranty Claims Status that provides part return information (if necessary) and Claim Credit details for this and all past claims.
Submit Claim Using An Existing Sales Order

Submit Claim Using an Existing Sales Order

  1. Sign In on Gemaire.com.

  2. Access the Warranty Lookup / Submit Claim from the left or center panel of your account Dashboard.

    Warranty link
  3. Enter the unit Serial Number and Homeowner’s Last Name. Click Check Warranty.

    Enter unit info
  4. If the Warranty Lookup shows that the Warranty Status is Active, click Submit Claim from the Warranty status message.

    Success Submit Claim
  5. Select “Yes, use an existing order” and enter the order number. Click Find Order.

    Find order
  6. Search Order By selecting one of the search criteria from the drop-down menu.

    Search Order By

    Enter the info associated with your search criteria and select Find Order.

    Search Order By
  7. If the homeowner’s last name is not provided or does not match the registered warranty, the Homeowner Info will need to be provided to complete the claim process.

    Homeowner Info

    If the Homeowner’s last name matches the registered warranty, the Homeowner Info will be displayed.

    Homeowner Info
  8. Select a Replacement Item from the generated list. This list contains all the items in the sales order associated with the requested unit. Multiple replacement items can be added.

    Select replacement item
    1. Select a replacement item by turning ON the Select switch.
    2. Select the Failed Part.
    3. Enter failed part Serial Number, if required.
    4. Select the appropriate Reason For Failure.
    5. Enter the Date Of Failure.
  9. Select Review Claim to verify the information provided.

  10. Correct any errors that may occur. If any warnings are returned, validate that all of the information provided is correct and Submit Claim.

  11. Once your claim is verified and submitted, you will be redirected to the Warranty Claim Received confirmation page.

  12. Follow the Next Steps at the bottom of this page, which includes a link to your Warranty Claims Status that provides part return information (if necessary) and Claim Credit details for this and all past claims.

    Warranty Claim Received
Warranty Claims Status

Track Your Claim Status

You can track the status of your claims, and supply any additional required information, from the Warranty Claims Status.

  1. Sign In on Gemaire.com.

  2. Access the Warranty Claims Status from the left or center panel of your account Dashboard.

    Dashboard
  3. The Warranty Claims Status provides the most up-to-date information about your recent claims, as well as past claims.

    Dashboard
    1. Warranty Claim list.
    2. Filter your claim list by date range, claim status, failed part return status, and branch. Search claims by claim number, unit serial number, sales order number, purchase order or credit memo number.
    3. Expand the Claim Details by clicking the visibility icon.
  4. Claim Details

    Claim Detail
    1. Failed Part Return Status *
    2. Warranty Status
    3. Claim detailed information:
      • Order
      • Claim
      • Unit
      • Failed Part
      • Replacement Part
      • Homeowner

    * Cash (COD) accounts must return most parts to receive Warranty credit.

    Failed Part Return Status Definition

    REQUIRED

    Return the Failed Part along with the Unit Serial Number and Sales Order Number to any Branch within 30 days of failure date.

    OK TO SCRAP *

    The Claim has been FULLY-PAID. The Failed Part can now be scrapped.

    HOLD UNTIL FULLY PAID *

    The return of the Failed Part may be requested by the Vendor at any time during the warranty process.

    RECEIVED BY BRANCH

    The Branch has received the Failed Part. The Claim will continue to process once the Failed Part has been received by the Vendor.

    TO BE DETERMINED

    Wait for the Claim to be automatically processed. Check back later for status updates.

* QUALIFIES FOR NO PART RETURN PROGRAM.
  1. A credit has already been issued.
  2. No need to return the failed part to a branch.
  3. Only available for Gemaire Credit customers.
Warranty User Guide

Overview

Gemaire.com will allow customers to order replacement parts and submit warranty claims electronically. This will make finding replacement parts easier, eliminate handwritten claims, streamline the drop off of broken parts at the branch, and reduce the number of processing issues.

There are two ways to begin the claim submission process. If you have already purchased the replacement part from us, locate the sales order number and proceed to Submit Claim Using an Existing Sales Order. Otherwise follow the Purchase Replacement Part instructions.

IMPORTANT: Currently, the Submit Claim option is available only for Rheem and WeatherKing units.

Need Help?

Contact Customer Service today.

Warranty Lookup

Check the status of a Warranty

  1. Sign In on Gemaire.com.

  2. Access the Warranty tool by clicking on the Warranty option in the main navigation menu.

    Warranty link
  3. Enter the unit information.

    Warranty lookup form
    1. Select the Manufacturer. (Currently, the Submit Claim option is available only for Rheem and WeatherKing units.)
    2. Enter the unit Serial Number.
    3. Enter the unit Owner Last Name.
  4. Click Check Warranty button to view the Warranty Status and Unit Registration details.

    Warranty details
    1. Warranty Status
    2. Requested Unit Information.
    3. Homeowner Information.
    4. Warranty Information.
    5. Unit Replacement History.
    6. Additional Unit Serial Numbers Under The Same Registration, if any.
Purchase Replacement Part

Purchase Replacement Part

  1. Sign In on Gemaire.com.

  2. Access the Warranty tool by clicking on the Warranty option in the main navigation menu.

    Warranty link
  3. Enter the unit Serial Number and Homeowner Last Name. Click Check Warranty.

    Enter unit info
  4. Click Submit Claim from the Warranty status message, or select the "Submit Claim" tab.

    Success Submit Claim
  5. Select “No, create a new order”.

  6. If the homeowner last name is not provided or does not match the registered warranty, the Homeowner Info will need to be provided in order to complete the claim process.

    Success Submit Claim

    If the Homeowner last name match the registered warranty, the Homeowner Info will be displayed.

    Find order
  7. Select the Failed Part from the list by typing the part number or category in the search field. The search results will be narrowed by the characters typed.

  8. Complete the information related to the Failed Part and select its corresponding Replacement Part from the available options. Multiple failed parts can be added.

    1. From the drop-down list, select the Reason For Failure.
    2. The Date Of Failure will display the current date. If this is not the date the part failed, enter the correct date.
    3. Under the “Select Replacement Item” section, the screen will display replacement parts, inventory availability and price for each option. Select the desired item from the list.

Proceed to Checkout

  1. Select Proceed to Checkout button. The system will run a quick error verification on your order.

  2. Any verification errors need to be corrected to complete the claim process. Click View Errors to review and correct.

  3. If the message indicates the verification was successful, select Add To Cart to submit your order.

  4. Complete the checkout process as usual.

    1. Enter PO Number.
    2. Enter Job Name, Referenced By and Special Instructions if necessary.
  5. Click Submit Order to complete the order.

  6. Once the order is submitted, you will be taken to the "Order Confirmation" page. Follow the "Next Steps" at the bottom of this page.

    You will also receive an "Order Acknowledge" email with the order details.

Submit Claim Using An Existing Sales Order

Submit Claim Using an Existing Sales Order

  1. Sign In on Gemaire.com.

  2. Access the Warranty tool by clicking on the Warranty option in the main navigation menu.

    Warranty link
  3. Enter the unit Serial Number and Homeowner Last Name. Click Check Warranty.

    Enter unit info
  4. Click Submit Claim from the Warranty status message, or select the "Submit Claim" tab.

    Success Submit Claim
  5. Select “Yes, use an existing order” and enter the order number. Click Find Order.

    Find order
  6. If the homeowner last name is not provided or does not match the registered warranty, the Homeowner Info will be blank and will need to be provided in order to complete the claim process.

    Success Submit Claim

    If the Homeowner last name match the registered warranty, the Homeowner Info will be displayed.

    Find order
  7. Select a Replacement Item from the generated list. This list contains all the items in the sales order associated with the requested Unit. Multiple replacement items can be added.

    Select replacement item
    1. Select a replacement item by turning ON the "Select" switch.
    2. Select the corresponding Failed Part.
    3. Enter failed part Serial Number if required.
    4. Select the appropriate Reason For Failure.
    5. Update the Date Of Failure if necessary. By default it will show the current date.
  8. Select Review Claim to verify the information provided.

  9. Correct any errors that may occur. If any warnings are returned validate that all of the information provided is correct and Submit Claim.

  10. Once your claim is submitted, you will be redirected to the "Warranty Claim Received" confirmation page. Follow the "Next Steps" at the bottom of this page.

    Warranty Claim Received

    You will also receive a confirmation email with the claim details.

Warranty Dashboard

Track Your Claim Status

You can track the status of your claims, and supply any additional required information, from the "Warranty Dashboard".

  1. Sign In on Gemaire.com.

  2. Access the "Warranty Dashboard" from your account Dashboard.

    Dashboard
  3. The "Warranty Dashboard" provides the most up-to-date information about your recent claims.

    Dashboard
    1. Warranty Claim list.
    2. Filter your claim list by date range, claim status, failed part return status and Branch. Search claims by: claim number, unit serial number, sales order number, purchese order or credit memo number.
    3. Expand the "Claim Details" by clicking the arrow in the View column.
  4. Claim Details

    Claim Detail
    1. Any claim record showing this symbol
      !
      Requires update.
      will require your attention to continue.
    2. Follow the steps and update (if applicable) in order to fulfill your claim.
    3. Errors and Warnings message area.
    4. Failed Part Return status area. This section will instruct you how to handle the Failed Part.
    5. Claim detailed information.
    6. If printed, the Warranty Return Form can be attached to the faulty part to ensure ease and accuracy when returning the part to the branch.
    7. The Cancel Claim option should be available up until credit is issued.

    Failed Part Return Status Definition

    REQUIRED

    Return the Failed Part along with the Unit Serial Number and Sales Order Number to any Branch within 30 days of failure date.

    OK TO SCRAP *

    The Claim has been FULLY-PAID. The Failed Part can now be scrapped.

    HOLD UNTIL FULLY PAID *

    The return of the Failed Part may be requested by the Vendor at any time during the warranty process.

    RECEIVED BY BRANCH

    The Branch has received the Failed Part. The Claim will continue to process once the Failed Part has been received by the Vendor.

    TO BE DETERMINED

    Wait for the Claim to be automatically processed. Check back later for status updates.

* QUALIFIES FOR NO PART RETURN PROGRAM.
  1. A credit has already been issued.
  2. No need to return the failed part to a branch.
  3. Only available for Gemaire Credit customers.