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Complaint Details
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Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have tried to contact Rheem to discuss my air conditioning unit, which has had issues that required service and repair since 2 years of install. I can't find any way to contact other than by their website. I have filled out the online firm twice in July 2024. Both times I received an email confirmation, but it hasn't gone further than that. I have had no further contact. My warranty is 5 years. I am in my 4th year according to the sticker date on my unit. I would have contacted them sooner when we first had issues but the installer who did repair told me the warranty was 2years and at that time it was just over 2 years, so I also will be filling a complaint against my local installer as they won't return my calls. It was only through another repair company that I was informed the unit is still under warranty.
Business response
08/08/2024
******************** can reach out to our consumer call center at ************** to ensure a case is created on her behalf.Customer response
08/08/2024
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
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Friday July 26, 2024 we called Rheem to replace a broken gas thermostat on our water heater which was covered under warranty. We paid for expedited shipping to have the part overnighted. It did not arrive until Tuesday July 30. The part was defective and we still do not have hot water. We called again Tuesday before noon and they said they would send a new thermostat and burner assembly, also overnight. It is now Thursday night and we still have not received a tracking number or any confirmation that the parts are on their way to us. At this point we have gone 7 days without hot water. We have two small children and this is massively inconvenient and a health hazard. We cannot wash our clothes or dishes properly or bathe properly. They provided a tracking number that gives an error message.Business response
08/07/2024
We regret any frustration or inconvenience that ************** may have encountered due to our product and delivery delays. We are pleased to inform you that the replacement parts were delivered on August 2nd. Should you require technical support or any other form of assistance, please feel free to contact us.
Sincerely,
Rheem *********************************** ******************** Heater Division
1-800-Heater3Customer response
08/07/2024
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
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Submitting this on behalf of my in-laws.Rheem water heater Xg75t06st76u0 was purchased/installed through Cinch Home Warranty in April 2022 and installed by a licensed plumber. Unit has had failures three times with the thermal safety device. Three independent contractors have evaluated the unit and said venting to/from the unit is to NFPA 54 code. All three have indicated the unit is defective and needs to be replaced, however, parts could render the unit operable for a short period of time. The time between failures is decreasing, with the first occurring April 2023, then March 2024, and then July 2024. Each time the plumber has indicated that while it is being repaired, the unit is defective and should just be replaced because it will fail again with the same issue because the ventilation in the unit itself is defective and the inflow of air is not sufficient for correct operating temperature despite being in a very open space. At this point, the unit is still under warranty and Rheem is denying any further warranty work. Please help.Product Warranty Verification You searched for the serial number: ********** Home owner last name is not provided,returned Standard Warranty.ORIGINALLY SOLD TO: THE ********** Based on the manufacture date of the above water heater, and our warranty files, your water heater TANK warranty will expire on:Warranty Details ItemTypeStartEndStatus TANK WARRANTYApr 12, 2022Apr 11, 2028ACTIVE LABOR WARRANTYApr 12, 2022Apr 11, 2023EXPIRED PARTS WARRANTYApr 12, 2022Apr 11, 2028ACTIVEBusiness response
08/07/2024
We sincerely apologize for any inconvenience or frustration that Mr. ******* in-laws may have experienced with our product.
We have recommended replacing the water heater. To honor the replacement warranty, please return the unit to the original place of purchase. The retailer will determine whether a replacement, credit, or refund is appropriate based on their policy.Should you require technical support or any other form of assistance, please feel free to contact us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-HEATER3Customer response
08/07/2024
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
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchase a Rheem water softner from ********** in O&#**;Fallon, **. Rheem doesn&#**;t want to respond and ********** says to get a hold of Rheem. I am stuck in the middle. I have done all that I am capable of doing to try to remedy it. I would like for them to repair it and if not to replace it.Customer response
08/06/2024
I submitted a complaint against Rheem water softener yesterday. A neighbor was able to repair the unit. Please dismiss complaintInitial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My HVAC system was installed by my original builder/developer. It was a company that was called Ducane, they don't even manufacture HVAC anymore. It was the cheapest that can be installed at the time. It lasted me for 25 years. It finally failed and I installed a brand new HVAC system a year ago, it was a RUUD branded system that is manufactured by RHEEM. I was told I am getting the top of the line, name brand. Nothing like the "junk" I had before. Literally, a month after the year the warranty runs out, the condenser blows a manufacture weld in the coils. My installer said that Rheem will not cover the cost of labor and refrigerant. Even though it is absolutely a manufacture defect. I had to pay $1,100 to replace the defective condenser from a supposedly top of the line name brand company.I called and wrote the company and they refuse to stand behind their product. They said its my tough luck. That a no-name system will last me 25 years, and that I paid top dollar trusting that their brand was anything more then the defective junk it turned out to be, is my bad judgement.I feel they should stand behind their product and where it is an obvious defect they should absorb the cost. Auto makers do it all the time even if its out of warranty, if its an obvious manufacture defect they will stand behind their brand.Here is the link to the video that shows the bubbling where it's leaking ******************************************************************************************************************** Here are links to the pictures of the actual crack where the weld was blown **************************************************************************************************************************Business response
07/30/2024
We have examined **************************** case and an agent will be reaching out to the customer within the next 24 hours to discuss the next steps associated with closing his case.Initial Complaint
07/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have a Rheem gas water heater that was purchased in ********************* 2023. It stopped working on 7/17/24. We called due to product still being under warranty, we were told to purchase a thermal coupler and change it, we did and it still didnt work. **************** said it was the control valve and they would expedite the part to us. We were told the part would ship on 7/18/24. I called to check status of the part and get a tracking number on 7/19/24 and the part was still not processed or picked up. They have a 1-2 day delivery window on expedited orders. At this time I do not have a tracking number and I have been without hot water for 3 days and it is looking like it will take another two to three before I receive the part. I asked if I could get the part locally and was not provided an answerBusiness response
08/02/2024
We apologize for any frustration or inconvenience ******************** experienced with our product.
We are happy to report, the part was delivered on 7/20/2024.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem ******************************************** Center
1-800-Heater3Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a four year old hvac unit from rheem. There was a part that had a manufacturer defect covered under warranty. The part was $130, the repairs cost me $2600 which is ridiculous. The part has defect and had to be replaced. There was no way around it. It shouldnt cost the consumer $2600 to replace some thing that should not have broken in that amount of time.Business response
07/29/2024
********************* has been informed that 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 WarrantyInitial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Service or Repair IssuesBusiness response
07/29/2024
****************** has reached out to our consumer call center where she was informed that her equipment had a 10-************ Parts Warranty. The agent then instructed the homeowner to have her contractor reach out to his local supply house/distributor to inquire about the fan motor needed to repair ********************** unit. If ****************** has any additional questions, she is more than welcome to reach back out to our consumer call center.Initial Complaint
07/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got a 2.5 ton Rheem (Model No: RGEA14030AJ1081AB; Serial No: *********** installed in October of 2020. Condenser coil began leaking and caused unit to fail on 5/27/2024, called a technician to replace the coil but have been unable to secure a replacement part. Rheem claims to have shipped the part but cannot provide a tracking number or updates on the expected delivery date even though we've paid for expediting shipping. I've verified my warranty on Rheem's website and should be eligible for a full system replacement.Business response
07/29/2024
All part orders are placed via the homeowner's selected contractor through their local distributor. Your contractor may follow up with the distributor directly to check on the delivery status of the condensing coil. Under the terms of the Limited Parts Warranty, Rheem agrees to provide replacement parts. Labor and freon is a contractual agreement between the homeowner and the installing/licensed contractor of their choice.Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Rheem refuses to pay the full $629 for the in-home warranty service they claim you have when a product is purchased from them.Purchased a Rheem Heat pump water heater 11/9/23. Warranty claims 1 year in home labor. Went to Rheem site and saw they do not have a warranty service but have recommended plumbers for my area. I called Everyday Plumbing.com, who is listed the send on their list, and they came out, 5/29/24, and diagnosed the problem. Code was A005. They called Rheem and Rheem sent parts to my home. I was billed $277 for this service. When parts came, they came back and installed on 6/3/24. I was then charged $352. and was told to file the claim with Rheem. Claim was filed and Rheem said they would only pay $150 for each service call. I asked about the 1 year in home warranty and was told this is what we pay. Today, 7/11/24 I received a check, #***********, from Rheem for $300. I feel they still owe me $326 for the full 1 year in home warranty claim.Business response
07/19/2024
We regret any frustration or inconvenience that ******************** may have encountered with our product.
We are pleased to inform you that the reimbursement claim for the amount of $329 has been processed. ******************** can expect to receive the check via mail within 7-10 business days.If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem *************************** Center
*************Customer response
07/19/2024
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,
*******************************
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676 total complaints in the last 3 years.
198 complaints closed in the last 12 months.