ComplaintsforRheem Manufacturing Company

Water Heater Dealers

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Initial Complaint
08/19/2024
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.
NOTICE for payment by *******************, CEO RHEEM Water Heating Case # ***** Corporate Customer Relations ********************************************************************************* ***** This letter for reimbursement for a RHEEM unit purchased was defective stopped functioning more than once. This unit let off bad carbon monoxide trying to repair this unit was unacceptable. During Winter cold my family needed hot water but we had none due to your failure to act. I request $4,200.00 -$600/mo X 7-months for no hot water ************ RHEEM, has sent vendor RPL untrustworthy, deceptive misleading. RPL is guilty of leaving me a voicemails to intimidate and misinformation for (RHEEM), stating my new unit is out of warranty, to contact my homeowner's ins for this issue. This was illegal by your vendor RPL to deceiving me about this defective unit to get my homeowner's ins to pay your responsibility. RPLs intent to put financial responsibility to another company to pay RHEEMs debt and responsibility is dishonestly illegal your unit stopped functioning more than once . This unit was dangerously unreliable Winter cold and covid still active my family needed our hot water. I request pay $4,200.00 RPL called your dispatch with a lie (I have ***************** of your deceptive RPL repairman speaking Spanish saying h*** state my basement was wet) my video and pictures have him in both showing my completely dry basement.) FRAUDS! My family was without hot water for over 7-months due to your fraud and refusal to act. I bought in good faith your RHEEM Water Heater and I received a damaged, defective dangerous and deadly product. my family and home had no hot water to bath, wash, and clean. Every day the issue continued is due to your slow-improper failure to respond to my call. harm caused by RHEEM product, your vendor RPL your deceitful actions your defective water heater that has caused my family unsafe unsanitary harm. Every day the issue continued was due to your defective product and your slow-improper response.
Business response
09/11/2024
We apologize for any inconvenience or frustration ******************** experienced with our product.

******************** was advised to replace her water heater in accordance with the stores return and replacement policy. She requested a refund to her credit card instead of a replacement unit. We informed her that such a request must be directed to the original retailer. Our records confirm that the water heater has been returned to the original place of purchase. Compensation for inconvenience is not covered under the products warranty terms. A copy of the product's warranty certificate has been attached.

If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Customer response
09/11/2024

Complaint: 22163902

I am rejecting this response because:
there defective product took over 6-1/2 months to get action and Rheem sent lists into my home to make lies to keep from resolving their defective product (see letter of intent attached)

Sincerely,

*********************************
Business response
09/12/2024
We sincerely apologize for any inconvenience or frustration ******************** may have experienced with our product.

Our position regarding ******************** request remains unchanged. According to the products warranty guidelines, compensation for inconvenience is not included.

If there is any technical support or other assistance we can offer, please feel free to contact us.

Sincerely,

Rheem Management
Customer ************ ******************************************* Division
1-800-Heater3
Customer response
09/12/2024

Complaint: 22163902

I am rejecting this response because:
I know they are responsible for their defective product and my family being without hot water for about 7-months also due toRHEEMs lies and bad contractor sent into my home to lie to try to keep rheem from paying and put the rheem responsible onto my homeowner insurance illegally
I request that the BBB HELP ME LOCATE RHEEMS NEW YORK STATE AGENT FOR LEGAL SERVICE SO I CAN BRING A LAW SUIT
SINCE THEY SELL THEIR GOIDS IN *** TO NYS RESIDENTS PLEASE HELP ME GET THIS INFORMATION
PLEASE HELP KE GET THIS INFORMATION

Sincerely,

*********************************
Initial Complaint
08/16/2024
Complaint Type:
Product 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.
A smaller heating and air conditioning unit was installed in June, 2018, to replace a unit that failed after 30 years. The outside compressor stopped working approximately four weeks ago I phoned your company when this happened and your customer service representative said it was out of the 5-year warranty and to phone a Rheem certified technician. I then contacted the technician, ****, who installed the unit but he was out of town so I then phoned his brother, *****, who sometimes works with him. I know both these men through friends in town and they have excellent reputations. ***** came to test the pressure and add refrigerant since it had leaked out at and billed me a reduced rate of $375.00. The unit failed again after two weeks. I then spoke with ***** and his brother, ****, who both said it is evidently a leak and to phone a large repair company since they do not repair these units for leaks. I googled Rheem and learned there was a class action suit filed against them for this very problem due to faulty coils in the units. I received two quotes yesterday to repair the system and both technicians said it will cost approximately $2,500 to repair the unit, which includes diagnostic fee of ******, as well as approximately$750.00 cost of refrigerant. This unit is defective and I would like Rheem to pay for this repair so the correct coils can be installed. My other unit lasted 30 years with no problem.
Business response
08/19/2024
The warranty offered by Rheem is a Limited Parts Warranty. Under the terms for the Limited Parts Warranty Rheem agrees to provide replacement parts for a period of five years. The warranty on this unit expired June 2023.
Customer response
08/22/2024

Complaint: 22151394

I am rejecting this response because: the repairman from Servco, a well respected service company in ******, Ct, said the leak is due to a faulty valve made by the manufacturer. I enclosed a photo he showed me of the part, as well as filled out and submitted a contact form to your company today.

Sincerely,

****** ****
Business response
08/22/2024
The warranty offered by Rheem is a Limited Parts Warranty. Under the terms for the Limited Parts Warranty Rheem agrees to provide replacement parts for a period of five years. The warranty on this unit expired June 2023. Manufacturing Defects would show up immediately not more than five years of use.
Customer response
08/22/2024

Complaint: 22151394

I am rejecting this response because:The part was defective. My other unit in an art of house as well as previous unit has had no issues. It is a quality control problem and your company is responsible for selling me this defective part. I can have the repair company explain I. Great detail that this part was defective. It could have gone bad after two weeks, five years or six years. You need to stand behind the products you put into your heat pump systems and acknowledge and compensate customers when a faulty part is installed. We do not run the unit that frequently which is, undoubtedly, why it did not break sooner. Please reimburse me for these expenses associated with the repair. I can provide you with letter from technician explaining what is defective about this part if you are interested.

Sincerely,

****** ****
Initial Complaint
08/14/2024
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.
The commercial water heater purchased came with commercial and residential warranty paperwork. Called rheem to find out what gets filled out. Rheem explained if the water heater is installed in a commercial application fill out commercial. If residential, fill out the residential. Its installed (12/06/2018) in a single family house (residential). The residential warranty is 6 years. Rheem says its 3 yrs (commercial)
Business response
09/11/2024
We regret any inconvenience or frustration that Mr. ********* may have encountered due to our product's warranty coverage.

The ELD model commercial water heaters we offered in 2017 were accompanied by a 3-year limited tank warranty. The warranty certificate provided by Mr. ********* pertains solely to residential water heaters. It does not cover commercial water heaters. Consequently, the warranty for Mr. *********** commercial water heater expired in 2020. Attached is a copy of the commercial warranty certificate.

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

Sincerely,

Rheem *************************** Center
*************
Customer response
09/11/2024

Complaint: 22144707

I am rejecting this response because:
Two warranty forms came with the water heater in question. One was a three year commercial warranty and the other was a six year residential warranty. Rheem was called and asked which warranty applies. Rheem said it would be the residential one because it was installed in a single family home.
Sincerely,
***** Woodstead
***** *********
Business response
09/23/2024

We understand and regret any inconvenience or frustration Mr. ********* may have experienced regarding our products warranty coverage. However, our position remains unchanged. In 2017, Mr. ********** customer purchased a commercial electric ********************** heater and installed it in a residential setting. This installation does not alter the original terms of the warranty, which provided a 3-year limited tank warranty. Consequently, the warranty expired in 2020, regardless of the installation location. A copy of the warranty certificate was provided with our original response.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.

Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3
Customer response
09/23/2024

Complaint: 22144707

I am rejecting this response because:
Rheem told me the residential warranty applies and fill out that paperwork. I did. Rheem should stand behind the warranty sent with the water heater and told me which applies 6yr replacement. I was told the same answer when I called to get it replaced. Then Rheem changed their response when Rheem asked the manager.
Sincerely,

***** *********
Initial Complaint
08/12/2024
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.
Today, 8/12/2024, I noticed a leak from the bottom of the water heater and I went online to the Rheem website to explore the warranty. According to the website, the "tank" and "parts" warranty are still active so I called the Rheem customer service and they verified that there is still warranty coverage but that because I'm not the original home owner, the warranty is not transferrable. The water heater was manufactured Oct 10, 2019 and the warranty on the tank and parts shows online active until Oct 09, 2025. The customer service *** said that the details about the warranty not being transferrable are on the original warranty documentation. They referred me to their preferred service provider who quoted me $1598 to ***lace the water heater. I would think that Rheem would stand behind their warranty and product regardless of the fine print. I would ask that they honor a warranty unit ***lacement and I will pay the installation fees. Thank You
Business response
08/14/2024
We regret any inconvenience or frustration that ********************************* may have encountered with our product. However, we must confine expenses to those within our stated warranty to maintain affordability for all customers. ********************** honors the warranty exactly as detailed in the warranty certificate that accompanies the product. This warranty is applicable solely to the original purchaser of the water heater and cannot be transferred.
Should you require technical support or any other form of assistance, please feel free to contact us.
Rheem Management
Customer Care Center, ******************************************* Division
1-800-HEATER3
Initial Complaint
08/11/2024
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.
We had a them water heater installed two years ago it blew the thermostat really bad it was all chard up down there I called the manufacturer to see if it was under warra Because its two years old and faulty they said yes but not labor which makes no sense well it does since they plumbers charged two thousand to install it we cant afford to pay that again since it was already paid for I took pictures of it so they could see it cant be repaired they agreed it was faulty couldnt be repaired so ur going to cover it yes we will but not the labor that particular model doesnt come with labor warranty which makes no sense only some do I was transferred 3 times to different departments the last *** told me he explained if we bought it at ********** or Lowes it would be covered but since plumber bought at plumbers supply house I need to go after them I said why did they make it he said no its their policy maybe we shouldnt of bought em the cheaper one I said what so u only stand behind some of ur products not all I was ****** and has some choice words for him he hung up I called back and talked to someone else he told me I was still going to be mad but there was nothing they could do I told him if I installed this if this was my business I would eat the cost because I stand behind what I sell u ***s make it and dont stand behind it is what ur telling me he said he understood how frustrating it was but nothing he could do its their policy I said thank u and hung up I was done arguing over this I want to sue them so if u cant help please let me know if they r right I mean labor was paid for the first time when installed they admitted manufacaydefect by the picturws i took it should be covered
Business response
08/23/2024
We regret any inconvenience or frustration that ****************** may have encountered with our product.
Our policy is to provide labor coverage only when it is explicitly stated in the warranty certificate that accompanies the product. The unit in question was covered by a 6-year parts/replacement warranty, with no labor included. An attached copy of the warranty certificate is provided for your reference.
Should you require technical support or any other form of assistance, please feel free to contact us.

Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3
Customer response
08/24/2024

Complaint: 22126674

I am rejecting this response because:

Sincerely,

***********************
Business response
08/27/2024
We apologize for any inconvenience or frustration that ****************** may have experienced with our product. Nonetheless, our position remains unchanged.

Our policy stipulates that labor coverage is provided only if it is explicitly included in the warranty certificate that comes with the product. The unit in question was protected by a 6-year parts/replacement warranty, which did not cover labor. A copy of the warranty certificate was attached with the previous response.

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

Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3
Customer response
08/27/2024

Complaint: 22126674

I am rejecting this response because:l if I own my business and I install a product of urs I have to eat the labor if it is considered a manufacturing defect just as u should the only reason I can come up with why u dont is because u dont give a s*** about ur customers and u dont stand by the piece of crsp product u sell Ive looked and read all the complaints u have here and u guys do not budge at all u dont stand by ur product do u think its fair I should have to pay labor for a two year old water heater water heaters used to always come with a ten plus year warranty and they have become such pieces of s*** that u took that old warranty and threw it out the window hows those lawsuits working for u because Im next to file Im still without hot water because Im on disability and cant have another one installed without taking a loan out so my kids and wife have to suffer thru cold showers because u dont give a f*** and font stand by ur products because if u did we wouldnt be here why would u cover labor from Lowes and ********** but not plumbers supply house answer me that why I know the answer to that because if u. F DD isnt ********** and Lowes wouldnt sell ur piece of s*** product and not have contractors install them if u dont pay for the labor I will be taking u to court starting a class action suit do it costs ur company more money then the labor would cost test me I got nothing to lose but I dont want ur product anymore I want a good brand ur product is a piece of shit

Sincerely,

***********************
Initial Complaint
08/07/2024
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 have had our unit less than a year and have had to have it worked in 3 times already. We have a heart defect baby who cant handle the heat and throws up. This time, we went 8 days with no A/C and the part supposedly on the way. We reported our coil frozen on July 1st to ********************* at ******* Heating and Cooling out of **********, ** and still dont have the coil installed as of August 7th. He said he recharged it on July 8th and then again on July 19th.I feel like we have gotten a lemon unit with all of the issues weve had and would like a new unit.
Business response
08/08/2024
To ensure we get a case created on your behalf, please give our consumer call center a call at **************. We will need some additional information to get your case examined by our escalations team.
Initial Complaint
08/07/2024
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 followed the advice on the Rheem website that if a part was needed right away then expedited shipping should be used:Due to increased volume, we are experiencing delays in our lead times. For all urgent orders, please select expedited shipping.Because of this needed part my household has no hot water which I suggest makes the situation urgent. I ordered the part on August 5 and paid for expedited shipping. According to my order information on the Rheem website the part has not been shipped which makes their expedited shipping a joke. And again this household has no hot water because of a needed $20 part. I have attempted to reach the company through a direct email, through an order inquiry form on their website, and calling and leaving two voice messages. I have not received any response.
Business response
08/12/2024
We regret any frustration or inconvenience ************** may have encountered due to the delay in his part order.
We are pleased to inform you that the part order was successfully delivered on August 9, 2024. It is important to note that ***** picked up the order on August 8, 2024, and it was delivered the following day, adhering to the expedited shipping terms.

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

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
08/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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-Heater3
Customer 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
The complainant verified the issue was resolved to their satisfaction.
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, 2028ACTIVE
Business 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-HEATER3
Customer 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,

***********************

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