ComplaintsforRheem Manufacturing Company

Water Heater Dealers

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Initial Complaint
06/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a RHEMM AC unit june 2021. I had it inspected this year and found out the fan is broken on the unit. Even though the parts are covered under the 10 year warranty, the company will not have a part for *************************************************** over $800. The whole unit was $6500. I had to pay $120 to have the company who installed it. Tell me it was broken. I had also paid another technician who was doing the yearly check up $350 to tell me it was broken. Im looking at paying over $1000 For a unit to be fixed. The ac has been used at most eight months in total And now I have to go without an AC for 30 days waiting onfan motor. I can buy a new AC and have it installed tomorrow but I have to wait 30 days for a part from manufacturer. I feel this is totally unacceptable. I asked if I could buy a new unit and get prorated cost for the use of this unit just so my family and I would not be without he still waiting on a response.
Business response
07/01/2024
Under the terms of the Limited Parts Warranty, Rheem agrees to provide replacement parts for 10 years based on registration. Labor and freon is a contractual agreement between the homeowner and the installing/licensed contractor of their choice. Rheem is happy to provide replacement parts based off the terms of the Limited Parts Warranty. If ************ has concerns regarding labor and installation costs, she will need to reach out to her servicing contractor to voice this concern.
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We built a new house 3 yrs ago and at tht time we had a rheem hvac unit installed. As of may 5th this yr unit went out, needs a fan motor, rheem has made us think for bout 8 wks tht they were building a fan motor bc they didnt have any in the warehouses, just to be told wed June 26th, tht they had NO motors on the production line at all, they have said they cant even get the parts to build them, all Ive gotten from them is the run around, and if our guy puts a reg fan motor on then the warranty is no good rheem will not pay for a non factory motor or a new unit, we just need air, please help.
Business response
07/03/2024
**************** has received her motor and we have received confirmation from the distributor and the contractor that this was completed on 7/1/2024.
Initial Complaint
06/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 05/03/2021 we bought a 4 ton AC unit from Rheem and had all new duct work. 2 months later an evaporator coil failed which I had to pay to get replaced out of my own pocket although this is supposed to be under warranty. Rheem sent the wrong size coil to the contractor who then drove across the state to get the correctly sized one. I get regular maintenances done on it from Rheem approved contractors. in 2022 the capacitor failed, 2023 the compressor failed which I had to replace with no compensation from Rheem (still under warranty) Now it is 2024 and the evaporator coil from 2021 has failed. I have spent thousands of dollars on this lemon of a unit. Now I am being told at this stage its better to get a new unit even tho this lemon is only 3 years installed and was manufactured 4 years ago. At this point Rheem owes me money and should pay for a new unit and all the back cash I paid getting things replaced that they should have paid for under the warranty.
Business response
06/20/2024
We would like to request that ***************** supply us with the serial numbers of the units installed at her household. If she would like a case made regarding her situation, please reach out to our consumer call center at **************. Thank you!
Initial Complaint
06/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchase a Rheem hot water heater in October of 2018 which included a 10 year warrany as written on the invoice. It has been 6 years when it failed and I contacted Rheem about the hot water heater failure on June 6, 2024. They supplied a new unit but we had to pay the $700 labor charge. I am asking Rheem to honor the additional 4 years that we should still have which would be until Oct 22, 2028. They have refused. The plumbing company that sold the unit, Sailfish Plumbing, no longer exists as owner retired but the warranty was on the Rheem product. I believe that Rheem should honor this additional 4 years of warranty. I would like the warranty in writing. To have to replace a top rated hot water heater after only 6 years leaves me very insecure about this unit.
Business response
06/26/2024
We sincerely apologize for any frustration or inconvenience that ******************** may have encountered during the replacement of her water heater. We have reached out and are proceeding with a resolution to address the issue concerning the 4-year warranty coverage. Should you require technical support or any other form of assistance, please feel free to contact us.

Sincerely,

Rheem *************************** Center
*************
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
New Rheem A/C system installed 1 June 2019 for $10,848 by installer who is no longer in business.Evaporator coil warrantied by Rheem for 5 years and was found to be leaking on 22 May 2024.Rheem will not provide a replacement coil as required by warranty and claims equipment was not registered. Requirement for registration was buried in 2 pages of extremely small print - a very deceptive practice to avoid honoring their warranty commitment.
Business response
06/13/2024
Without providing the serial numbers of ************************** units, we are unable to verify his warranty details. If ********************** is able to provide the serial numbers of the units installed at his residence, we will look into his case.
Customer response
06/13/2024
Serial number is **********. Installed 1 June 2019 and evaporator leak identified on 21 May 2024 - within claimed 5 year warranty.
Business response
06/17/2024
We would like to ask that ********************** reach out to our consumer call center to ensure his case is looked at. Please reach out to ************** to ensure a case is created on your behalf. Thank you!
Customer response
06/17/2024
Case ******* has been established with the Rheem customer call center and requested product information has been provided.
Business response
06/27/2024
********************** should hear from his contractor regarding the warranty of the evaporator coil that is installed at his residence. We consider this case resolved. Thank you!
Customer response
06/28/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a Rheem air conditioner Model number RA1748AJ2NB, Serial Number ********** that was installed by ARS Indianapolis in November of 2021. It worked just fine the first two cooling seasons in 2022 and 2023. Also, ARS has done the yearly maintenance. The first time I turned on the system this year the compressor came on but not the fan. I paid $109 to ARS to tell me I need a new fan and that they would order one. The estimated cost to install the new fan was about $475. Its been over 2 weeks and I still have not received any information from ARS as to when they can install the new fan. Hot and humid weather is in the forecast to come this weekend for an extended period of time. I'm desperate. Please help!
Business response
06/11/2024
Unfortunately, ************************** will need to reach out to his contractor to receive an order status update from the distributor regarding the fan replacement. Thank you!
Customer response
06/12/2024

Complaint: 21832147

I am rejecting this response because: I was reaching out to Rheem because my attempts to get any information from ARS Indianapolis have failed - they don't return calls and haven't provided an update as to when I can expect the air conditioner to be repaired. I even requested a quote for new air conditioner (via online chat) and I have not received any response.

Sincerely,

*********************************
Business response
06/17/2024
Mr. *********** will need to reach out to his local contractor to receive an update on his part order. Thank you!
Customer response
06/17/2024

Complaint: 21832147

I am rejecting this response because: It's currently 91 degrees at 1:00 PM. Yesterday it got up to 93 degrees. And, I have no air conditioning. So, no, I am not satisfied. I have already contacted my local contractor (ARS) to no avail. That's why I went to Rheem - their air conditioner failed after two cooling seasons. Is this the new normal life expectancy for a Rheem AC unit? They suggested I contact my local contractor. Maybe they mean I should be contacting a Carrier or Lennox contractor.
Thank you for your time. No response is necessary.

Sincerely,

*********************************
Initial Complaint
06/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
January 2024 I filed a complaint with Rheem. February 2024 Rheem sent over Genaros plumbing and said we had to fix flooring and walls due to water damage. They then tried to charge us over $3,000. We called and asked Rheem if we could find our own contractor to which they agreed. We fixed everything they told us to and then stopped replying to calls, texts, and emails. I had to file multiple complaints until they finally sent someone over again in May 2024. We were once again told we would have a replacement water heater and then once again the company stopped answering calls, texts, and emails. We no longer want a replacement water heater and instead require a refund because we have been without a water heater since December of last year.
Business response
06/14/2024
Again, we extend our apologies for any inconvenience or frustration that *** have arisen from the use of our product by **************.

Upon review, it has come to our attention that the water heater installation did not adhere to the local, California Plumbing, and ***************** codes. As per our warranty terms, adherence to these codes is mandatory for validity. Consequently, any costs incurred to rectify the installation to meet these standards will be the responsibility of the customer.

In the event that a refund is sought, the water heater must be returned to the place of purchase. The process for a replacement, credit, or refund will be governed by the policies of the retail establishment.

Sincerely,

Rheem Management
Customer ************ ******************************************* Division
1-800-HEATER3
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a water heater from Rheem Manufacturing that failed after less than 3 years. **************** is claiming that they do not have to abide by the warranty because the failure was due to corrosion. However, the corrosion was only on the soldered joints, not on the entire unit, meaning that this product was soldered incorrectly. No water heater should fail after less than 3 years and no appliance company should refuse to honor their warranty when it was manufactured incorrectly.
Business response
06/25/2024
We regret any frustration or inconvenience that ********************* may have encountered with our product.

Our efforts to reach out via the provided phone number and email address were not successful. We request that **** contact us using the Eemax support number detailed in the email.

Should you require technical support or any other form of assistance, please feel free to reach out to us.

Sincerely,
Rheem *************************** Center
*************
Customer response
06/25/2024

Complaint: 21812129

I am rejecting this response because I have not received an email or a voicemail from the company.

Sincerely,

*********************
Business response
06/26/2024
A representative from our electric tankless water heater support team will reach out to **************** to address her concerns.

Sincerely,

Rheem *************************** Center
*************
Initial Complaint
06/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchase a water heater February of 2021. 6 year warranty was standard. Sensor went out may 31, 2024. Called and was assured replacement parts would be mailed out and even paid $30 for 1-2 business day shipping. Wrings parts were send and no update to when they could send the correct part. I asked for a refund and Rheem assured me that we would be able to go to ********** and swap. ********** said that was false and they would only offer a partial credit. Called Rheem and they said ********** was incorrect. Rheem the said they would pay the difference but it would chat the warranty in half. Rheem is very deceptive and continues to give me wrong information then what ********** is telling me the process.
Business response
06/14/2024
We regret any frustration or inconvenience that ************** may have encountered with our product. We attempted to contact ************** by phone but were unsuccessful. A voicemail has been left, and an email has been sent requesting a return call. Should you require technical support or any other form of assistance, please feel free to contact us.

Sincerely,

Rheem *********************************** ******************** Heater Division
1-800-Heater3
Initial Complaint
06/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I installed ***** gallon commercial water heaters at an assisted living complex. Each heater was *******. One had issues immediately the next day and after six hours of diagnostics with technical support they are paying ****** to my plumbing company to resolve the issue. We are ****** per hour. The ****** doesnt cover even the replacement of the faulty gas valve finally discovered as defective after 5 hours of customer support tests.
Business response
06/14/2024
We regret any frustration or inconvenience that ****************** may have encountered with our product. We attempted to contact ****************** by phone but were unsuccessful. A voicemail has been left, and an email has been sent requesting a return call. Should you require technical support or any other form of assistance, please feel free to contact us.

Sincerely,

Rheem *********************************** ******************** Heater Division
1-800-Heater3

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