Complaints
This profile includes complaints for Rheem Manufacturing Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 600 total complaints in the last 3 years.
- 231 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had to replace a water heater that was 6 months old and contacted Rheem. they said they would reimburse me for the costs of the plumber to come out and change out the units. I paid the plumber and now cannot get anyone on the phone or email to finalize this to get my reimbursement. I have tried many times and now am having to utilize the BBB to get satisfaction.thank you.****
Business Response
Date: 07/14/2022
We apologize for any inconvenience or frustration ***************** experienced with our product.
We requested additional information related to the claim. At this time we are waiting for payment verification from the plumber.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:07/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Rheem water heater in September 2018 with a 6-year warranty. It started leaking in June 2022. That's well within the warranty period. I contacted Rheem via phone to start a warranty claim. They were shockingly rude and unhelpful on my first phone call. The customer service **** ******* was more interested in sarcastic comments than he was in addressing my claim. I had to call back repeatedly to get a helpful customer service rep. I was informed that they require me to take a water heater back to the point of purchase to get a refund. I have to unhook the gas, electric, and water lines myself and drive it to the store myself. I do not have the skillset or vehicle to accomplish this. They also refused to pay for installation, and require me to pay the difference in cost on top of a pro-rated cost. A water heater that I paid $440 for in 2018 costs $580 in 2022. They're also only refunding $379 due to the pro-rated cost. I have lost hours of time on this and soon I will lose hundreds or thousands of dollars because of Rheem's inferior product and customer-damaging warranty policies. I will be contacting an attorney to better understand what my legal options are.Business Response
Date: 08/04/2022
We apologize for any inconvenience or frustration ******************** experienced with our product.
Our Tech Support Agent reached out and explained the price difference procedure. A potential claim has been file on behalf of ********************. Our third-party administrator will contact him via email.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Customer Answer
Date: 08/04/2022
Complaint: 17524709
I am rejecting this response because: they have made no attempt to resolve the situation & their terms are unacceptable to me.
Sincerely,
*******************************Business Response
Date: 08/09/2022
Again we apologize for any inconvenience or frustration ******************** experienced with our product.
Our Tech Support Agent reached out and explained the price difference procedure. A potential claim has been file on behalf of ********************. Our third-party administrator will contact him via email.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem Management
Customer ***********Initial Complaint
Date:07/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Rheem HVAC unit for my new home about four years ago it had a ************************************************************************************************************* it rain will not provide a replacement part for a minimum of three months the estimated delivery would be six months from now. Thats not a warranty thats a rip off!Business Response
Date: 07/13/2022
When a homeowner needs a warranty part the licensed contractor of their choice has the option to go to the local distributor and ask for a part to be expedited. Rheem will then make every effort to provide a warranty part in a timely fashion. Please as the servicing contractor to provide your information to the local distributor with a request to expedite the part.Initial Complaint
Date:07/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i bought an Rheem water heater in late 2020, Model no PROG40 -38N RH62, in just 1 year water heater stopped working, i contacted local contractor who installed the water heater, they told me gas shut off valve is faulty and need to be replaced, they told its a manufacturing defect and Rheem knows about it, even then they are installing with these faulty valve's , i contacted rheem several times via email ,phone but they never responded back, contarctor is asking 400 dollars to replace it, as a company rheem should take responsibility and fix the faulty valve's, the water heater is still in warranty, luckily i have another water heater else it would be nighmare for me,Business Response
Date: 07/14/2022
We apologize for any frustration or inconvenience *************************** experienced with our product.
We are happy to report, we dispatched an authorized service provider to replace the part.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:07/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Rheem Claim# *******; Faulty Water Heater Serial#**********, original purchase date 2/17/2020. Oct 15, 2021, my property manager called Rheem as the water heater purchase on 2/17/2020 for my rental property at ****************************************************************** was leaking. My plumber informed her that the Rheem water heater was defective as it was leaking on the hot side. He replaced the ******, but it was still leaking, likely due to a defective weld. Rheem verified that the unit was under warranty and their WHD *********************** requested pictures to verify the unit was defective. The pictures were emailed to *************************************** Upon receipt Rheem authorized the exchange of the water heater at *********** and stated that the labor costs would also be covered and to mail the plumber's receipt to *********************************** We were instructed to be sure to list the defective water heater serial number. October 19, 2021 - I emailed the receipt, with the defective unit serial number, my name (payee) and my address.November 2, 2021 - Property manager sent a follow up email asking if the claim was processed. She received an email from Rheem stating "Your email has been received and will be reviewed shortly. You will be contacted if any additional information is needed to process your request. Claim reimbursement may take 4-8 weeks. January 11, 2022 - Prop manager sent another email asking where the reimbursement check was, as it had been three months and no check. She received the same email response as previously sent (obviously and auto-response). Feb 22, 2022 - Prop manager received an email from Rheem that states: "Thank you for contacting Rheem. Your claim is in for final review, meaning we have all the documents need to complete your claim. Please keep in mind, reimbursement takes 6-8 weeks Thank you for your patience".March 1 -July 5,2022 - We have called numerous times since February, but still no reimbursement check!!!!Business Response
Date: 08/02/2022
We apologize for any frustration or inconvenience **************** experienced with our product.
We are happy to inform you,the claim has been approved and is being processed.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:06/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Rheem has the worst customer service. 3 hours on the phone being passed around. Management apparently all unavailable with no contact information. 2 month old water heater that has 4 alarms going off and no hot water. Rheem management has failed to call me back at all or even get on the phone. No assistance has been provided for getting this taken care of even though the water heater is under warranty. Took the day off of work only to never be informed that the dispatch call they supposedly placed was canceled.Business Response
Date: 07/14/2022
We do apologize for any frustration or inconvenience **************** experienced with our product.
Rheem Tech Support agent reached out and spoke with ****************. We are working to resolve the issues described in the complaint.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:06/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a hot water heater (50 gallons) from *********** There is a warranty on the unit through Rheem. This is the third time I have purchased one at $350 each. I have had the plumber out that many times as well. All three of them have leaked. I asked for a an upgrade the last time and they would not provide for that. ********** said that because it is warranted, I have to go through Rheem and I can&#**;t change brands. It&#**;s cost me $2000 so far.Business Response
Date: 07/14/2022
We do apologize for any frustration or inconvenience ******************** experienced with our product.
Rheem Tech Support agent reached out and spoke with ********************. We are working to resolve the issues described in the complaint.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:06/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Weatherization Assistance program of **** replaced my water heater for a Rheem and Ruud 9/9/20 Serial # **********. ******************** Heater went bad 2/22 1yr 4mo after several months going back and fought with Manufacture (No Hot Water) Tec Support... 2/24/22 issued replacement part Assembly Pilot - Nat - Honeywell ********************* Replacement Gasket Ass'y Config-20352=486383 SP20063. I called ***** ************* (the installer of unit) and requested for them to install this part that manufacture sent. installed paid $230.75. Problem still exists! on 2/28/22 8AM spoke to Rheem tec support AGAIN same issue 6-5 Flash, three second pause = Failed Ignition Lockout, Manufacture issued replacement part SP20231 Gas Control Assembly - NG ***** Again I called Cleaves *********************************** conditioning Co. ************ paid $130.00 problem still exist (NO HOT WATER) called Tec Support 5/27/22 10:21AM same problem they reissued again gas control Assembly, replaced again, still no hot water!! 6/14/22 received email from ************************************ Replacement Confirmation - S/N: Q282034892 6/22/22 called ***** ************* ************. I'm 66yrs old, on a fixed income they knew this when they replaced my water heater.Business Response
Date: 07/14/2022
We do apologize for any frustration or inconvenience ****************** experienced with our product.
Rheem Tech Support agent reached out and spoke with ******************. We are working to resolve the issues described in the complaint.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:06/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Rheem water heater broke/leaked and there was a warranty still on it, but Rheem refused to honor the warranty. They stated I wasn't the original owner. However, I purchased my house from house flippers and they gave me the warranty information still Rheem would not honor the warranty. Rheem had all the purchase information and could see there was still warranty left on the water heater. Rheem should of honored the warranty.Business Response
Date: 06/22/2022
We regret any inconvenience or frustration **************** experienced due to the failure of her water heater.
The warranty certificate included with the original product at the time of purchase states the warranty applies to the original owner of the water heater and is not transferable. A copy of the warranty certificate is attached and will be mailed to ****************.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:06/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 3rd, 2022 we had ********** plumbing and heating install a gas water heater for us. Since we have gotten it we have had nothing but problems with it. It has a rotten egg gas smell intermittently, it runs during the night when no one is using water and it will continually run for extreme amounts of time when we only wash our hands. We and ********** contacted Rheem and I have a case number. ********** came out to try to trouble shoot for us and while on the phone with Rheem their representative did not seem ****** concerned about our issues and said that it was 'normal' to have a natural gas smell here and there. ( we have never in 20 years had any issue with gas smell with our water heater.) Rheem sent our a new gas ingniter and a box for the front which Augusta came and installed the next day.We are still having issues and the rotten egg gas smell is continuing here and there. We do not feel safe and just want to get this thing out of our house and get a different brand. (Also, Rheem did not reimburse augusta for the warranty repairs they did, we had to pay them and now we are waiting for reimbursement for that from Rheem as well.)The water heater and install were $2200 and the repairs were $180 We are just wanting a refund and to get it our of our home.Is there any way you can help us?Thank you,Business Response
Date: 07/08/2022
We apologize for any frustration or inconvenience ******************** experienced with our product.
We are happy to report, the claim was processed June 22.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem *************************** CenterCustomer Answer
Date: 08/05/2022
On May 3rd 2022 we had a Rheem gas water heater installed by ********** plumbing and heating. We have had nothing but problems since we got it. We have had rotten egg smell coming from the water heater intermittently for no reason. The water heater will go off in the middle of the night when no one is using it. It will run excessively when we only wash our hands. To be fair, our issue is not with ********** Plumbing itself, but with Rheem. We called and filed a claim number, and Rheem did not seem ****** concerned.. stated that it was 'normal' to have a bit of natural gas smell from time to time. (we have NEVER has a natural gas smell in the last 20 years of having a gas water heater. ******* came out, and the only thing that Rheem would do was send out a replacement gas head and box for the front, which ******* came and switched out the next day. We are STILL having the natural gas smell coming from the water heater and want to just return the whole water heater for a full refund, so we can go elsewhere and get a completely different brand of water heater so we won't have all these issues. We are worried for our safety and will need to get something that doesn't leak gas. (also, Rheem didn't pay st augusta directly for the warranty repairs they did.. we had to pay them and are still waiting for reimbursement for that from Rheem as well) If there is any way you can help us to get refunded for the water heater we would greatly appreciate it. The water heater and installation was $2200 and the repairs were $180. The Rheem address is Rheem Coorporation *********************************************************************************Business Response
Date: 08/25/2022
We apologize for any inconvenience or frustration ******************** experienced due to the failure of her water heater.
In order for replacement warranty to be honored, the water heater must be returned to the place of purchase. A replacement, credit or refund is based on that retailers policy.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************
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