ComplaintsforRheem Manufacturing Company

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought new water heater and it was not working out of the box. I called certified Rheem Engineer, he inspected the unit and found failed censor. Because it covered by manufactory warranty, the Engineer contacted Rheem and they approved $250 cost repair (see approval email attached). Yesterday I received the note from the Collection Company - because Rheem refused to pay, this amount went to collections.

  

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/05) */ We apologize for any frustration or inconvenience ******* ****** experienced with our product. We are happy to report the claim has been approved and a check is being processed. If we can provide technical assistance or other assistance to you, please do not hesitate to call us. Sincerely, Rheem Service Center *************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to have my water heater replaced with the exact same unit after about 3 months of ownership. The original unit stopped working, and after 10 days, one service appointment, a gas service appointment, another service appointment, and finally a last service a appointment to replace the unit, we now have hot water again. I was told that the customer had to follow the plumber to the store to pay any potential price difference between existing units. I thought that was odd, but figured I could get reimbursement from Rheem if there was any issues. After calling in to discuss the price difference, I was told Rheem does not offer reimbursement for price differential. I cannot fathom how Rheem would decide that a product that was still under warranty would result in the customer being punished because they themselves sold a faulty product. I have been extremely patient throughout this entire process, but I am at my wits end. Despite the original plumber recommending a replacement, Rheem insisted that I call a gas tech to check lines (which were fine), then made me wait another two days for the same plumber to come back and try replacing a different part, which again did not solve the issue. ANOTHER two days and one appointment later, the tank was replaced. After several attempts to contact remain since April 2021 to receive a refund or even just be declined a refund, I have no heard back.

  

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/10/29) */ We apologize for any frustration or inconvenience Ms. ******** experienced due to our delayed processing. We are happy to report the claim has been approved and a check is being processed. If we can provide technical assistance or other assistance to you, please do not hesitate to call us. Sincerely, Rheem Service Center *************

• Initial Complaint

  10/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The original purchase of this new Air Conditioning unit from USA air Conditioning Services was on 7/15/20 financed for over $8,000 my payments are $290 monthly that's not my complaint....The Rheem Brand New Airhandler Coil is completely burn out being only 13 months old...I called USA air Conditioning Services where I purchased the product from and was advised there was a defective coil in this Rheem Unit....On 10/20/21 USA said the Coil was under warranty..However, their labor was not they are asking me to pay 876.00 to have USA worker remove and replace a new Coil which is Labor for them...I am disable on disability I trusted Rheem Products but now I don't why should I be punished for a defective product sold by this Company that I still owe over 5 years to pay for this item...I am asking Rheem and USA air Conditioning Services to write off the labor charges and replace the Coil in this unit without me the Consumer being liable for they brought this Lemon in my home...Rheem *********** ******************** Complaint is also against *** Air Conditioning Services Job # XXXXXX tel # XXX XXX XXXX Address **** ******* *** **** ********** ** XXXXX I already gave them $200 down payment for Labor as they refused to order Coil from Rheem that was under warranty...I am requesting Rheem replace Airhandler completely or refund the Labor charges...No fun being in the heat....Thank you so much my # XXX XXX XXXX

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/28) */ The warranty offered by Rheem is a Limited Parts Warranty. Under the terms of the Limited Parts Warranty Rheem agrees to provide replacement parts for a period of 5 years (10 years if registered). This system is registered and therefore carries a 10 year warranty to the original homeowner. At the time of registration the person registering the equipment was given an opportunity to purchase a warranty to cover Labor in addition to parts. The person who registered this unit elected not to purchase the labor warranty. Rheem will be happy to provide parts per the terms of the Limited Parts warranty. Labor would be between Ms. ****** and the licensed contractor of her choice. Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rheem stated I was given the opportunity to purchase a warranty that covers Labor is not correct. As you can see your statement on the warranty said this warranty does not cover labor cost if I was given the opportunity I would have purchased this warranty for labor...I don't have $800 every time your product breaks down..Please provide me the information for the labor warranty please...This is the same thing USA stated that a Labor warranty was never purchased...I repeat your warranty does not offer any opportunity to purchase a warranty for labor.. Business Response /* (4000, 12, 2021/11/10) */ Rheem provided an opportunity to purchase a labor warranty at time of registration and the person registering the equipment opted out of this purchase opportunity.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My hot water began to leak, I called the Rheem Warrenty Center and after several attempts and 2 hours later filed a claim. I had to unhook the Hot water tank and take the large item to Home Depo and get a credit towards another one. The tank was only 13 months old. Once I had the tank then I had to hire a Plumber to install it and then pay a $545.22 charge for the installation. I feel that this is an expense that Rheem should reimburse me for due to their faulty product.

  

  Business response

  11/12/2021

  Business Response /* (1000, 8, 2021/11/04) */ We apologize for any inconvenience or frustration Mr. ****** experienced with his water heater. We only provide labor reimbursement when it is expressly stated on the warranty certificate included with the product. The unit in question was manufactured in 2019 and held a 6-year parts/replacement warranty and one-year labor. If we can provide technical assistance or other assistance to you, please do not hesitate to call us. Sincerely, Rheem Management Customer Care Center *************

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase of PROPANE hot water heater at Home Depot on Saturday 10/23. Next day installer said little sticker over the female gas connector says " nat'l gas only" so he will NOT connect it. Rheem labels say Propane, tank label says "Liq. Pet" as type gas. 3 hours on phone this morning w Rheem tech assist-they asked me to send photos which I did to address given as ***@enblx.com but it kicks back. How dare you market these at a home repair store if you can't properly label your product.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased a Rheem water heater less than a year ago. This past August the "gas control valve" went out on the heater. I had a certified plumber come out to the house and verify the valve was bad. They did so, and I contacted Rheem. I told them that the service had cost me $70.58 and I was told that would be reimbursed back to me. I was also told that it could take 4 to 8 weeks to get payment to me. As I am writing this, I still do not have a check from Rheem. It was because of their faulty product that I am out the $70.58

  

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/11/04) */ We apologize for any inconvenience or frustration Mr. ****** experienced due to the failure of his water heater. We are happy to report the claim has been approved and the check is being processed. If we can provide technical assistance or other assistance to you, please do not hesitate to call us. Sincerely, Rheem Management ************* Consumer Response /* (2000, 7, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) AS long as I get my reimbursement, I will be fine with their response.

• Initial Complaint

  10/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a NEW 75 gallon Rheem water heater tank from ********** in August of 2021. It was installed determined to be inoperable. Rheem sent a local plumbing company to install a part thet sent in the mail. The company finally agreed to a replacement in October, 2021. The price of the 75 gallon tank at ********** had gone up by more than $400. Now, the price of a 50 gallon was around the same price as that of the 75 gallon when I bought it in August. Also, ********** didn't have any 75 gallon tanks in stock, online or in-store. I was told by a supervisor at Rheem that I would have to pay the difference in price and that they would not honor their warranty to replace the defective product with a similar product. No where, as much as the Rheem "supervisor" repeated it, does it say in the warranty that the customer is responsible for any price differences. I even offered to accept the 50 gallon powervent tank (which ********** has in stock, even locally) if they compensated me the difference between it's CURRENT PRICE and that of the 75 gallon, which is $450 + 6% tax = $477.

  

  Business response

  12/09/2021

  See Attached

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a brand new hot water heater (Rheem) on 10/20/2021, today, at the Home Depot store in Lynchburg VA. I got it home, hooked it up, and the top pipes (that came with the new hot water heater) began to leak. I called the 800 number provided on the water heater, as I cannot return it to Home Depot, and was on hold for a long, long time. I talked to a lady who said I should disconnect everything, take out the pipes, put plumber's tape around the threads and screw the pipes back in, and if that did not work, to call that 800 number back. Well, the plumbers tape did not work, and I called the number back. This time I was on hold for over an hour, and then the phone was "disconnected" and I got a recording that the place was "now closed" and to call back during business hours. After 500 dollars spent, I want someone to come out and fix this thing, get me another one that does not leak, or refund my money.

  

  Business response

  11/30/2021

  Business Response /* (1000, 9, 2021/11/23) */ We apologize for any inconvenience or frustration Ms. ******* experienced due to the failure of her water heater. This complaint has been escalated to the appropriate management team for a response. As we examine the facts and circumstances of this case, we will keep you updated on developments as they occur. If we can provide technical assistance or other assistance to you, please do not hesitate to call us. Sincerely, Rheem Management Customer Care Center ************* Consumer Response /* (2000, 11, 2021/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were able to take the defective hot water heater back to Home Depot and they kindly issued us a refund. We had already gone to Lowe's and purchased a new hot water heater, which works great. Rheem; however, needs to stop selling these defective products and then not helping consumers when they have a problem. We were told simply to get a plumber to try and "fix" the defective hot water heater, and were told by 2 different plumbers that the problem could not be fixed, that it needed to go back to Rheem as it was a "factory" made issue. I will never again by any Rheem product and I see online countless complaints about their products. A very, very poor way to do business.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a water heater replaced in my house on March 18th, 2020. The water heater was a Rheem. There is a manufacturer warranty, which in this case covers parts, but not labor. The plumber who installed it provided a 1 year labor warranty. On November 10th, 2020 the thermostat on the water heater failed. After 2-3 hours of phone calls with Rheem's warranty department, I received the parts a week later and my plumber installed them. October 17th 2021, the water heater was failing to heat again. The installer inspected and said the replacement gas valve failed. I contacted Rheem and requested a replacement part. They said the unit could not be repaired and needed to be replaced. The replacement unit is free, but I am now forced to pay a plumber to remove the unit, return it to the supply house, pick up a replacement unit and reinstall with new gas line and pressure tank for $1200. Per the Rheem customer representative, this out of pocket is my responsibility.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/11/04) */ We apologize for any inconvenience Mr. ******* experienced due to the failure of his water heater. We sent an email and requested copies of the invoices along with proof of payment. At this time, we are waiting to hear from Mr. *******. If we can provide technical assistance or other assistance to you, please do not hesitate to call us. Sincerely, Rheem Management Montgomery Service Center ************* Consumer Response /* (2000, 13, 2021/11/16) */ I did receive a refund for the out of pocket costs incurred. ****** from Rheem was an excellent representative and helped to resolve my issue upon learning the details and reviewing notes. Thank you for the assistance as well.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 09/28/2021 the gas valve went out on the Rheem tank style 40 gallon water heater. I took a picture of the tag and went to a nearby plumbing store and they warrantied the part as the water heater was manufactured on January 25, 2018. While in the store I was told plumbing stores carrying Rheem replacement parts as well as major plumbing companies had been notified that gas valves installed on water heaters between January 1, 2021 and December 31, 2021 were faulty. I was charged $185.00 for labor to replace the faulty part and I believe Rheem should reimburse that expense as it was incurred due to faulty parts installed by the manufacturer. I contacted Rhemm and was told after an hour long conversation with a customer service representative named Leo that was relaying my conversation to his supervisor and then relaying the supervisors reply to me (at no time did the supervisor ever talk to me directly) that I would be contacted with a decision and I haven't been contacted to date.

  

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/27) */ We do apologize for any inconvenience Ms. ***** experienced with her water heater. However, we must limit expenses outside of our expressed warranty to keep cost down for all consumers. Therefore, we only provide labor services when it is expressly stated on the warranty certificate included with the product. Unfortunately, the information Ms. ***** received is incorrect. The gas valve in question was not installed on this unit, therefore we must abide by the the warranty certificate included with the product. A copy of the certificate is attached. If we can provide technical assistance or other assistance to you, please do not hesitate to call us. Sincerely, Rheem Management Customer Care Center ************* Attachment: Warranty Certificate Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) THEY STATE THE GAS VALVE WAS NOT INSTALLED ON THE WATER HEATER AND IT WAS ON IT WHEN I PURCHASED IT AND I HAVE THE RECEIPT FOR THE REPLACEMENT OF THE GAS VALVE FROM THE PLUMBER. UNDER NORMAL CIRCUMSTANCES THE LABOR WOULD NOT BE COVERED, BUT A FAULTY GAS VALVE INSTALLED ON THE WATER HEATER BY THE MANUFACTURER IS NOT A NORMAL WARRANTY AND THE LABOR AS WITH ANY WARRANTY WORK PERFORMED SHOULD BE COVERED. OTHERWISE, THEY SHOULD HAVE RECALLED ALL THE WATER HEATERS AND REPLACED THE GAS VALVES IN THE FACTORY. Business Response /* (4000, 9, 2021/11/03) */ Again we apologize for any inconvenience Ms. ***** experienced with her water heater. Ms. *****'s water heater was manufactured with a Honeywell gas valve which is not the gas valve she is referring to in the complaint. Therefore we must abide by the the warranty certificate included with the product. If we can provide technical assistance or other assistance to you, please do not hesitate to call us. Sincerely, Rheem Management Customer Care Center *************

*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. ↩