Complaints

This profile includes complaints for Rheem Manufacturing Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rheem Manufacturing Company

  1100 Abernathy Rd STE 1700 Atlanta, GA 30328-5657

  
• 

  Rheem Manufacturing Company

  6800 Belt Circle Drive Chicago, IL 60638-4708

• 

  Rheem Manufacturing Company

  2475 S 3200 W West Valley City, UT 84119-1674

• 

  Rheem, inc.

  6140 N. St Louis Chicago, IL 60659-2228

• 

  Rheem, inc.

  3402 W. Hollywood Ave. Chicago, IL 60659-3414

The 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:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 AC last year on 04/24/2024 for $9000.00 it has a 10 year warranty on parts. Which is all well and good except today the motor burned out after only 14 months of service and I had to pay $500.00 in labor. I am a senior and am on a fixed income. It is ridiculous that I only got 14 months out of a brand-new unit.. I would like to file a complaint against Rheem itself for the poor quality of their product.

  

  Business Response

  Date: 07/09/2025

  Rheem has been in contact with the consumer for resolution. 

  Customer Answer

  Date: 07/10/2025

   
  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

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This company manufactures garbage with a warranty explaining that labor is covered during the first year, then does not honor that warranty. When a problem recently occurred with an install and a customer did not get hot ********************** I went back to the home to discover after additional troubleshooting the new water heater I found that the lead wire for the power to the top thermostat was missing and this was likely the cause of failure. The water heater was deemed unrepairable and a return was issued for the heater but they refuse to give me anything for my additional labor to return their defective unit and reinstall another as well as my additional troubleshooting to discover the defect with the tank wiring. This is very unfair to the contractor that has to honor the products they supply and when you are buying the most expensive pro grade unit available you would hope the company would back their word honoring the full warranty on equipment and labor when a specific issue like this happens. The contractor not the homeowner have done anything wrong yet the contractor and the homeowner are stuck with the additional hassle and cost associated with having to replace a brand new water heater for the second time. They have no compassion in telling you they are not liable to pay anything towards labor and theirs nothing further they can do for you. This company is not what it once was and its unfair to the consumer and contractors involved in installing this poorly produced junk. This product should be tested for full continuity before it is allowed to be sold to the public. These types of defects can cause serious damage to the home or contractor installing them and a better quality assurance should be taken to ensure the public is receiving a safe and working product. The cost associated with installing a water heater is not cheap and its not fair that my company has been stuck with the repair bill on this because rheem doesnt want to honor their warranty.

  

  Business Response

  Date: 07/07/2025

  We apologize for any inconvenience or frustration Mr. ****** may have experienced with our product.
  
  We have contacted Mr. ****** and assured him that we will cover the labor costs. We have requested a copy of his company's invoice, a signed W-9 form, and a picture of the new water heater. Currently, we are awaiting these documents from Mr. ***************** you require any technical assistance or additional support, please feel free to call us.

  
  Sincerely,
  
  Rheem *********************************** ******************************************* Division
  1-800-Heater3
  

  
  

  Customer Answer

  Date: 07/07/2025

   
  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

  Date:07/01/2025

  Type:Service or Repair Issues
  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 System from a local installer. The system has never worked correctly, and I have to physically turn off the breaker to the system several times a day so a control board will reset. The installer has performed maintenance on the system over 25 times and finally said the problem is a manufactory issue. I have contacted Rheem 4 times over 3 months and I keep getting told the local service coordinator will address the issue. But it has been 3 months, and I still have not heard from the local person and the system is still defective.

  

  Business Response

  Date: 07/03/2025

  Rheem is working directly with the contractor to resolve this case. Rheem has been in touch with the consumer to discuss. 

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23543761
  
  I am rejecting this response because: After receiving the BBB a representative from Rheem finally called and said they will get together with the contractor and have an idea of what needs to be done later in the day but they have not called back to let me know if they were able to discuss it with the contractor or what the solution would be. As of now, no efforts to actually repair or replace the defective unit has been made.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 07/09/2025

  Rheem has been in contact and will continue to work with Mr. **** to resolve his complaint. 

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  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.

  Dear Rheem Customer Support,I am writing to formally express concern regarding two Rheem air conditioning units installed at my residence in 2023. Since installation, both units have required service on three separate occasions, the most recent being on June 30, 2025. We have now been quoted nearly $3,000 in repair costs due to internal damage to various ******** has come to our attention that a class action lawsuit may be associated with this particular model. Additionally, while we were informed of a limited parts warranty, no other warranty coverage was disclosed by the installer at the time of *********** seniors living on a fixed income, we are unable to cover the cost of major repairs on units that are only two years old and should not be experiencing issues of this severity. A technician has also indicated a problem with the coils, which was only temporarily addressed. We are requesting that Rheem fully resolve this issue by repairing the units correctly and at no further expense to us.We would appreciate a prompt and fair resolution to this matter. Thank you for your attention and assistance.

  

  Business Response

  Date: 07/03/2025

  Rheem has attempted to contact Mr. ******** the mailbox was full. Mr. ******* can reach Rheem at ************. 

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  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 Warranty is Misleading Over $3,000 in Repairs on a Covered System In 2018, I had a full Rheem HVAC system professionally installed and registered, expecting quality and peace of mind with their advertised 10-year conditional parts warranty. Fast forward to 2025 Ive now spent over **/$3,300 out of pocket on labor alone** for two major repairs **within just six weeks**.* On **April 30, 2025**, I paid **/$2,100** to replace a failed evaporator coil (under warranty), install a new drain pan, and refill the system with R410a.* On **June 20, 2025**, I paid **another /$1,200** for a failed compressor replacement again under warranty plus more refrigerant and diagnostics.Yes, parts are technically covered. But with this level of premature failure and the fact that **labor isn't**, Rheem has effectively passed all real financial risk onto the customer. For a system less than 7 years old, this is completely unacceptable.When I reached out to Rheem, there was no assistance, no accountability, and no sense of customer care. I now have serious concerns about the long-term reliability of this equipment and would never recommend Rheem to anyone expecting durability, service, or true value from a warranty.

  

  Business Response

  Date: 06/30/2025

  Rheem has been in touch with Mr. *** and explained that Rheem's manufacture warranty will only cover parts. Labor and refrigerant charges would need to be discussed with the local licensed HVAC professional of Mr. ***** choice. 

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  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 am filing this complaint because I have been attempting to claim a manufacturer warranty on a failed compressor for my Rheem 3-ton AC unit (Model: RA1736AJ2CB, Serial: *********** since April 8, 2025. The compressor is still under warranty until 2027. Despite repeated efforts, the warranty claim has not been honored or processed by Rheem or any of the contractors they direct consumers ***** total, I have worked with and/or reached out to eight different contractors, including: Harp, *************, TMS, State Line Propane and AC, Nutmeg Mechanical, Degree Heating and Cooling, and two licensed independent HVAC contractors. All have confirmed the compressor has failed due to a part error or manufacturer defect and qualifies for warranty replacement, yet none have been able to successfully obtain the part or move the process forward.I have also spent unnecessary money on multiple diagnostic visits and courtesy checks, all of which concluded that the compressor failure is due to a Rheem part defect. This has cost me time, money, and growing frustration without any resolution.I also contacted Rheem directly through their website and phone support, but have received no progress, meaningful communication, or ************* make matters worse, our home has experienced record-breaking heat waves with temperatures exceeding 102F, and we have a young child in the house, making this delay dangerous and unacceptable.I am seeking that Rheem honor their warranty, provide the replacement compressor immediately, and resolve the matter in good faith. I have exhausted every other avenue and am now turning to the BBB to help bring this to resolution.

  

  Business Response

  Date: 06/25/2025

  Rheem has reached out to this consumer directly and left a voicemail for a return call. 

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  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 a Rheem HotWave from ****** for $130.93 on January 1, 2025. I have only used it twice and it warms up the water but NOWHERE near as advertised. The 2nd time I used it I measured the water temperature from the garden hose at 68 deg F.When using the flat or jet setting and a low flow pressure setting, I only measured 98 deg F. While playing with the garden bib valve and the water pressure lever on the device I was able to get an output of 102 deg F but only for a brief moment and it was not repeatable.Therefore, I was only able to consistently get 30 deg F water temperature rise. The box says the maximum temperature rise is 49 deg F. 30 vs 49 degrees? That is a HUGE AND UNACCEPTABLE difference. 49 degrees is FALSE advertising. I did not get anywhere near the performance I was expecting. I emailed Rheem on 5/4/2025 and did not get a response.I want to return the product for a full ******************* only has a 30 day return window and I wanted to wait until it warmed up outside before testing it.Please send me a prepaid label to return it and instructions on how to get a refund.

  

  Business Response

  Date: 07/11/2025

  We regret any frustration or inconvenience Mr. ******* may have experienced with our product.
  
  Despite our efforts, we were unable to reach Mr. ******* by phone. We have left a voicemail and sent an email requesting a callback.
  
  Please feel free to contact us if you require technical support or any other assistance.
  
  Sincerely,
  
  Rheem *********************************** ******************************************* Division
  1-800-Heater3
  

  
  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  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 a unit installed by ED ****conditioned & Heating LLC. The unit worked well for the first two months. For the pass six months, the noise coming from the unit is unbearable at night. The Technical Support Agent Gemaine Distributors will not come out and assess. I'm finding it difficult to get customer support for the issue. This unit is unacceptable and is causing hardship due to the noise at night.

  

  Business Response

  Date: 06/30/2025

  Rheem has reached out to this consumer and explained that for technical assistance, he would need to reach out to his licensed HVAC professional and discussed that if they need technical assistance that would be obtained through the local supply house. 

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  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.

  Last year we had a new RUUD Air Conditioner installed. Our existing unit was over **************************************************************** the house I didn't want to chance of having to stop working and being ***************** forward 17 months and at 5 PM on a Saturday evening our unit stopped cooling. Our AC contractor ( who is a RUUD Pro Partner Contractor ) identified the problem promptly having already seen this exact defect in two other units this year. It was a crack in the bend of the copper pipe on the condenser. The resulting bill for a weekend call out and replacing the 7 lbs of refrigerant that leaked out of this defect/crack was over $1000. Clearly there was a defect in the part of this almost new, professionally installed unit. After contacting RUUD I was told in no uncertain terms that my warranty (which the unit was still under) did not cover Labor nor Refrigerant even though neither would have been necessary if their choice of material and quality control was in line with what you'd expect when spending over $10,000 to have one of their units installed. In actuality they didn't even offer to cover the cost of the cracked pipe replacement ($15). A second attempt to reach **** to recover anything to offset the cost of this defective part and the subsequent repair/loss of coolant were not answered.

  

  Business Response

  Date: 06/25/2025

  Rheem reached out to the consumer and left a voicemail for a return call. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23504707
  
  I am rejecting this response because: the representative offered nothing. They dont cover anything but parts and apparently not even that if my contractor used a third party part to replace their defective equipment. So we agreed that the only reason I required an after hours, weekend appointment, a new copper pipe and 7 lbs of Freon was because of that defective part of theirs but they are very clear that the warranty doesnt cover any of that. ***** to be me we both agreed and I was apparently just unlucky. Of all the units they sell, of the hundreds and thousands of RUUD AC Units in the **** I was just unlikely and got a bad one. Not their fault. No liability on their behalf. $1000 ****** learned but only after I spent $10,000 having their brand new unit installed only 16 months ago. 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/30/2025

  Rheem has contacted Mr. ******** and explained the terms of the manufacture's warranty. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23504707
  
  I am rejecting this response because: It is your defective equipment your quality control measure missed that resulted in all of the damages incurred. Have some integrity and stand behind your product. You should have some integrity with regard to the product you sell and the warranty you provide. I would be embarrassed to have sold something that clearly was defective and resulted in the previously stated damage. My only recourse is to share my experience with your product quality and failure to stand behind what you sell and hope to save others an expensive ****** while steering them toward purchasing their future AC Unit from another company. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My gas control valve went bad on my water heater and they sent me the part to fix it well I didn't know how to change it so they sent a tech out and the tech said he couldn't help me until I got my water heater properly vented so I did that and the tech took the part with him when he left and the part came to me to my address in my name and they stole it and I stillam without hot water and he did not tell me that it voided my warranty I didn't find that out until today which has been over a week and a half I don't k ow why he stole the part I needed for my water heater and the tech they sent his name was **** ****** that stole the part when he left

  

  Business Response

  Date: 07/11/2025

  We apologize for any frustration or inconvenience Mr. ***** experienced with our product.
  
  We were unable to reach Mr. ***** by phone, so we left a voicemail and sent an email requesting a callback.
  
  If we can provide technical or any other assistance, please do not hesitate to contact us.

  
  Sincerely,
  
  Rheem *********************************** ******************************************* Division
  1-800-Heater3

  Customer Answer

  Date: 07/11/2025

   
  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,
  
  ***** *****