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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased and had installed a Ruud Central ** system, made by Rheem, in 2021.The system installed is Rheem Model# RA1648AJ1NA.On June 19, 2024, the ** stopped working. The service technician determined that the condenser fan motor had stopped working and needed to be replaced. The next day I learned the fan motor unit was backordered, and there was no ETA for getting a replacement from the manufacturer, The technician informed me that I was only one of seven customers with the same issue, with the same ** system. After some research by the technician we learned the following:1) Rheem ********* Part# ************, used in the above named ** unit, has been found to have faulty chips affecting units made from 2016 thru 2022. Rheem acknowledged this to the technician.2) The company that manufactures the fan motor unit is waiting for the company that makes the circuit boards to produce functional boards.3) The company that makes the circuit boards cannot provide an ETA for producing these boards.4) There is one other ********* unit model that can work in my model **, however, that model is also backordered because everyone who has the same issue I have has already bought up the entire supply of those ********* units.5) Rheem has known about this issue for several years, yet there is no product recall for what is clearly a widespread problem.6) Despite the fact that this is a broad product defect issue, Rheem is only willing to cover the cost of the ********* unit, if or when it becomes available, and refuses to cover the cost of the labor to replace the fan motor. The technician has estimated the labor cost will be about $400.I am requesting two things:1) Rheem should be required to issue a product recall for this ********* Unit.2) Rheem should be required to cover the cost of parts AND labor to fix this issue. If Rheem cannot provide a properly functioning *********, they should cover the cost of replacing the entire Central ** system.
Business response
07/23/2024
To ensure ************************ gets his case thoroughly examined by our escalations team, we would like to ask that he reach out to our consumer call center at **************. This will ensure a case is documented and created on his behalf. We will reach out to ************************ if we do not hear from him in the next ***** hours.Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Rheem water heater, Model PROG40. Serial number **********. This ********************** heater was manufactured Jan 19, 2021. The water heater stopped working and a replacement part was ordered Oct 23, 2023. My water heater was less than three years old yet still required a repair as it would not function. I asked Rheem for reimbursement for labor costs as I do not think its fair or right to have to pay any costs associated with a non functioning unit less than three years old. It is my understanding that the part that needed to be replaced with something completely different (not just a replacement of the original part, but a new part)was a common and known issue - Rheem had an awareness of this faulty part and did not alert customers. I would like reimbursement for the labor costs.Business response
07/19/2024
We regret any inconvenience or frustration that ********************** may have encountered due to her water heater's malfunction.
For reimbursement consideration, we require further details. We have contacted ********************** by email to request the plumber's invoice and proof of payment for our assessment. Currently, we await her response.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem *************************** Center
*************Initial Complaint
07/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A new HVAC heating and cooling system was purchased and installed in May 2018. Since then, I have had numerous issues with the system. At present, it is needing a compressor and basically a new unit. the unit itself is burning out and reaching Rheem personnel is proving difficult. I have been without AC for 3 weeks and it is extremely hot in *******. Temperatures reaching almost 100 degrees.Business response
07/10/2024
We would like to ask that you reach out to our consumer call center to ensure a case is made on your behalf. The direct line to said call center is **************; please let us know if you have any additional issues that need to be addressed. Thank you!Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered an item online (order: R19786993) and paid for the part plus an additional $16.99 for it to be expedited overnight. It did not arrive until several days later. Ive contacted this company on multiple occasions and even emailed them but no response regarding this refund request. I would like a refund for the expedited rate that I paid, $16.99.Business response
07/19/2024
We regret any frustration or inconvenience ************ may have encountered with our company.
We are pleased to inform you that we will reimburse the expedited shipping charges of $16.99.
Should you require technical support or any other assistance, please feel free to contact us.
Sincerely,
Rheem ******************************************** Center
1-800-Heater3Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Replaced AC units with Rheem products. One Rheem 3-ton unit (RA1636AJ1NA serial # *********** installed in mid-2017, the other a Rheem 5-ton unit (RA1648AJ1NA) in late 2019. Since then, I replaced fan motor on the 3-ton unit 3 times - $2,000, & twice on the 5-ton unit- $1,000 both under Rheems warranty service. Today, the 3-ton unit stopped working. Appears that fan motor replaced August last year failed again. IM A RETIRED SENIOR SEEKING ASSISTANCE FROM RHEEM to stem the flow of money being spent on unreliable products. thank you.Business response
07/23/2024
To ensure ******************** gets his case thoroughly examined by our escalations team, we would like to ask that he reach out to our consumer call center at **************. This will ensure a case is documented and created on his behalf. We will reach out to ******************** if we do not hear from him in the next 24 hours.Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Water heater with a 12 year warranty stopped working after 3 months. The warranty department cannot locate or ship out the parts needed to repair this unit but still claim that the unit is repairable. If I want the whole unit replaced, I have to pay for the labor? I was sold a garbage unit and I shouldn't have to pay labor to have it replaced. I've been without hot water for 2 weeks while I deal with the incompetence of this company's warranty department. Water Heater was purchased through ********** but the manufacturer is responsible for the warranty.Business response
07/16/2024
We regret any frustration or inconvenience that ************** may have encountered with our product. We are pleased to inform you that the replacement parts have been successfully received and installed. Should you require any technical support or further assistance, please feel free to contact us.
Sincerely,
Rheem *************************** Center
*************Initial Complaint
06/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Air conditioner broke and is under warranty. The part needed is back ordered with no ETA on when it will be available. It has been almost 6 weeks since starting this process. Rheem customer service is unable to help. In order for part to be covered by warranty I have to go through a distributor, but no one I contact has the part. Only 3rd party availability and they do not file warranty claims. I have been making phone calls everyday to Rheem, distributors and 3rd party suppliers wasting hours of time. Also, had to purchase a window air conditioner to help handle the summer heat.Business response
07/02/2024
Rheem has remained in contact with ****************** regarding the parts order rush for his motor. We have informed ******************, as well as his contractor, that his motor had been delivered and was ready for pickup on 7/1/2024. We greatly appreciate ********************** patience while we worked to get him his motor.Customer response
07/02/2024
Complaint: 21911394
I am rejecting this response because: As it is true that the part did if fact arrive on 7/1. Rheem's statements are false in nature. Rheem has not stayed in contact with me. I have stayed in contact with Rheem, mostly without any real substantial answers. Since May 22nd I have called customer service over 15 times while they have called me 5. Rheem did not call to tell me nor my contractor that the part was delivered. The distributor called my contractor to inform him that the part was in.Also, my concerns of additional associated costs have not been addressed. Since May 22nd I have had to go out and purchase a window unit to help cool part of my house for a break from the heat. This unit has had to run nonstop for days at a time in order to help, which will drive up my electricity bill.
Sincerely,
*****************************Business response
07/10/2024
As stated previously, Rheem has remained in contact with ****************** regarding the parts order rush for his motor. We have informed ******************, as well as his contractor, that his motor had been delivered and was ready for pickup on 7/1/2024.
No additional assistance is available at this time.
Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I spent over $1,500 to purchase and install a Rheem water heater not over 2 years ago and it is now flooding my basement. I contacted Rheem and they advised replacing the water heater instead of repairing it. That would mean I'd possibly get a new Rheem water heater, which I DO NOT want, and have to pay an installer $1,000 to have it installed. I don't have $500-$1,000 in my retirement budget to pay for replacing Rheem water heaters every year or 2. If I'm to be stuck with a Rheem water heater, then I want it installed at no expense to me. Otherwise, I want a refund amounting to the price of the original junk water heater and the installation cost of that water heater. This is a scam designed to force people into keeping Rheem water heaters. I don't want another Rheem water heater that will leak in 2 years and cost me another $1,000! They could repair or replace their water heater, but choose to replace it because that's cheaper for them, but not me!Business response
07/16/2024
We apologize for any inconvenience or frustration ************** experienced with our product.
We have reached out to him via email and are currently awaiting his response.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem *************************** Center
*************
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676 total complaints in the last 3 years.
198 complaints closed in the last 12 months.