Business Profile

Water Heater Dealers

Rheem Manufacturing Company

Headquarters

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

617 total complaints in the last 3 years.
244 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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,

***** *****
Initial Complaint
Date:06/17/2025
Type:Delivery 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.
It's been weeks since Rheem replaced my water heater since it was under warranty. However, they old one is still sitting here and has accumulated mold and mildew. Real estate agent will not put in market until this is removed. The technician offered to remove it and was told no.
Business Response
Date: 07/01/2025
We regret any inconvenience or frustration Ms. ***** may have encountered with our product.

A potential claim has been initiated with our third-party administrator, who contacted Ms. ******** via email on June 2nd. She is requested to respond and follow the instructions outlined in that email.

For any technical assistance or additional support, please feel free to call us.

Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
Date:06/17/2025
Type:Order 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.
Date of order for hot water heater: 6/9/24 Purchase amount: ******** Repair Amounts for hot water heater: ******** Date of hot water heater install: August 26, 2024.Began having issues with hot water heater within the first week. Noticed a terrible smell with water, as well as unit heating water slowly and water not fully hot. Started troubleshooting issues by draining tank, noticed a brown oily film on top of smelly water when draining. Bleached tank, per Rheem's suggestion. Unit still not heating well and smelly. Phone alerts stated hwh was having a stuck relay issue. Called Rheem- (Rheem sent all parts for this water heater and told me to get my own tech due to my remote location, and stated it would be covered under warranty via reimbursement.) 1st repair- Rheem had control board replaced. 2nd- Rheem sent new heating elements, heating elements had burst open. 3rd- Anode rod issue, anode rod was defective. When bills were received from tech, I paid them, still under the belief that Rheem would cover via warranty as they stated. Bills now total more than a new unit, and I have spent hours on the phone, hours scheduling appointments, and months of stinky water. I was inconvenienced financially as I tried to close on my new home while having to eat $1900 of repairs for a brand new hot water heater. Rheem tried to resolve by sending me a check for the first two repairs for $300. I will not accept this. Repairs for services 1 and 2 (control board and heating elements alone) totaled just over $900.Rheem advised all of these installs on a brand new, out of the box hot water heater, and they are only willing to try to pay $300 for over $900 of work. I have a pending claim with them for the last $1001.52 of labor for the anode rod replacement. I will supply the pictures of the heating elements that were new, yet had burst open. Can supply anode rod picture as well if necessary. Resolution- Rheem reimburses for cost of repairs on their hot water heater.
Business Response
Date: 07/08/2025
We apologize for any frustration or inconvenience Ms. ******* experienced with our product.

We were unable to reach Ms. ******* by phone, so we sent an email requesting a call back. We also asked for additional documentation to support her labor claim and are currently waiting to hear back from her.

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

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Customer Answer
Date: 07/08/2025

Complaint: 23479317

I am rejecting this response because: i answered the phone call and no one spoke, and the Line was disconnected shortly thereafter. I also called the phone number emailed to me within business hours and left a message with contact information to be reached again. I resent via email the paid in full invoice as proof of payment, and verified via email that *************. Could verify my payment if the invoice was not enough.
The unit is unusable as the water still smells, and the unit has been disconnected and drained. ************** Tested our water and stated it was the softest water they had seen. No issues are happening with cold water, only with the hot water from this unit. We are having issues selling our home because of this unit and it has interfered with our financial well being as well as wasting hours and hours of my personal time.

Sincerely,

******* *******
Business Response
Date: 07/15/2025
We apologize for any frustration or inconvenience Ms. ******* experienced with our product.
We are happy to report, the labor reimbursement claim for the anode rod has been processed.

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 Answer
Date: 07/15/2025

Complaint: 23479317

I am rejecting this response because:
The Anode Rod replacement rectifies ONE of the three repair costs we have incurred. I accept this check for one of the repairs, but there are still repair costs to be paid, and we do not have a working hot water heater.
Things that remain to be rectified:
1. Control board replacement labor costs I have already paid.
2. Heating element replacement labor costs I have already paid.
3. A new hot water heater, or costs for a replacement.
I have provided all of the invoices I paid for the heating elements and control board replacement, as well as pictures of the defective burst open heating elements in my initial complaint.

Sincerely,

******* *******
Initial Complaint
Date:06/16/2025
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.
Water heater was manufactured in December of 2024, I contacted Rheem in order to get a replacement part which is under warranty. Because the home was sold, they will not honor their bad part and replace it because their measly warranty does not transfer. A practically brand new water heater with a reputation of having bad gas valves manufactured by Rheem and they will not back their product. I can almost purchase a new water heater for the price of the bad gas valve!I feel they need to replace this part.
Business Response
Date: 06/25/2025
We sincerely apologize for any frustration or inconvenience Ms. **** may have experienced with our product.

Unfortunately, we were unable to reach Ms. **** by phone and have left a voice message requesting her to return our call.

Should you require any technical assistance or other support, please do not hesitate to contact us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Customer Answer
Date: 06/26/2025

Complaint: 23476369

I am rejecting this response because:
I did receive a voicemail and email, I responded right away. Unfortunately, they have not resolved the issue as of yet.
They were going to honor the warranty, just this one time and send the replacement part needed, it however is out of stock, so they want me to order the
part through a separate entity, pay for it, send them the receipt and they will issue a check to be received within 5-7 business days. I do not understand why
they cannot order the part themselves and have it delivered to me.

Sincerely,

****** ****
Business Response
Date: 07/01/2025
We apologize for any frustration or inconvenience Ms. **** experienced with our product.
We are happy to report, the part reimbursement claim has been processed. Ms. **** should receive the check in the mail with in 5-7 business days.

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 Answer
Date: 07/01/2025

Complaint: 23476369

I am rejecting this response because: I am waiting for the arrival of the check reimbursement before satisfaction is met.

Sincerely,

****** ****
Initial Complaint
Date:06/16/2025
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've been approved from Rheem that my defective water tank is warranted as you can see by the above Case number.This began near the end of April 2025 and the warranty department says they have a resolution. This hasn't happened
Business Response
Date: 06/26/2025
We regret any inconvenience Mr. ******** has encountered with our product.

Our Canadian warranty team is diligently addressing this issue to ensure a satisfactory resolution for Mr. ******************* you require technical support or any other assistance, please feel free to contact us.

Sincerely,

Rheem *********************************** ******************** Heater Division
1-800-Heater3
Customer Answer
Date: 06/26/2025

Complaint: 23474490

I am rejecting this response because:
I've been waiting since April ******* I requested on many many emails for a representative to contact me so I may explain the situation.
Now the last email i recived from rheem is the resolution i demand as i feel their warranty ought to be honoured by the rental company
**** has been helpful with her replies but I'm no further ahead since April *******.
When the tank began leaking the water was seeping under my finished basement and I was forced to rent from enercare who washed their hands in not honouring Rheems warranty.
I was forced to rent or else I would be forced to put in an insurance claim for water damages and mold.I hopefully nipped the water seepage by running a dehumidifier near the water tank and my expensive flooring.
Why is it that I can buy water heater from ********** with no issues and return but since It was a rental unit I bought out i require a gas fitter ticket to exchange.
**** from Rheem hasn't returned my request to see the email she sent to ******** in ********* my rental agreement.

Sincerely,

**** ********
Business Response
Date: 07/02/2025
Based on our records, an email was sent to Mr. ******** on June 30th with an update regarding his water heater. We sincerely apologize for any inconvenience and appreciate Mr. ********* patience in this matter. Our Canadian warranty team is collaborating with ******** to arrange for the new heater.
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 Answer
Date: 07/02/2025

Complaint: 23474490

I am rejecting this response because:
I've got 18 emails of correspondence from Rheem since April ******* .I keep getting I will be kept posted So that Rheem will communicate with enercare to cancel my water heater agreement thus I would not require a water heater sent to me because I had to rent a heater until the warranty wasn't honored by enercare.
Rheem canada states that they are in the process of doing such negotiations with enercare but I'm no further ahead just receiving stall tactics.

I have much more useless replies from Rheem promising to make this situation go away and for me to have the water heater rental terminated and have someone remove the defective tank that's been standing in my beautiful yard since April *******

The sensible resolution is for Rheem to have enercare to honour the Rheem warranty and the rental agreement I recently signed canceled due to the fact ******** would not honour the warranty.
Rheem canada assures me they have this in the process but looking at some of the email snapshots,I'm just getting discouraged by non sensicle replies that Rheem will keep me posted since April 2025.
I have yet to receive an email to move on from this nightmare.
Rheem canada has done only one thing to validate my warranty and everything else I was told by **** from Rheem warranty has come to fruition.
July ******* will be 90 days with no results.

Sincerely,

**** ********
Business Response
Date: 07/15/2025
We sincerely apologize that we have not met Mr. ********* expectations in resolving this matter. We understand how important this issue is to him and regret any inconvenience or frustration it may have caused.

Please be assured that our Canadian warranty team is actively working to secure the replacement water heater as quickly as possible.

Sincerely,
Rheem Management
Customer Care Center, ******************************************* Division
1-800-HEATER3

Customer Answer
Date: 07/15/2025

Complaint: 23474490

I am rejecting this response because:
The latest reply left out information that the July ******* addressed.
I demand that all conditions are met in the july ******* email from Rheem.
once again I'm no further informed that I was after my warranty claim was allowed by ****** helpful efforts.

still no positive answers nor do i feel confident where this situation is going.
i should be fully compensated for all the wasted time and fruitless emails.
what do i do with the warranated water tank standing in my beautiful yard since april 20,2025.?

thank you for replying its very much appreciated that head office is aware how a consumer is ill treated by a company who doesnt honor a warranty on a product they sell .

Sincerely,

**** ********
Initial Complaint
Date:06/14/2025
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.
A brand new Rheem HVAC system and ducts were installed on May 29th.2025 for $17, 000 and since day one it has emitted unlivable high-frequency buzzing and excessive vibration inside our home, particularly affecting the room of our 15 month old child. Despite two installer repair visits (**** 9th and **** 11th)including the replacement of the refrigerant line and expansion valvethe issue persists. The noise is so intrusive that we we are unable to comfortably live in our residence due to the emotional and physical distress it is causing.We are being stalled and passed around between the distributor *** ******** at Tropicsupply and **** at Rheem support. Rheem says the installer must request tech support from distributor while the distributor says Rheem must demand it. *** dismissed the defective noises, citing that the system meets specificationsa vague claim that avoids our warranty rights. We purchased a brand new AC expecting it to function properly and quietly while meeting industry standards of ***** decibels for indoor units. Our unit is measuring 62 decibels per our installer ***** *** from Cooling **************. This ****************************** recommends keeping sound levels to a maximum of ***** decibels. Our families sleep and residential use are compromised. We are requesting immediate escalation to Rheems regional management. Rheem needs to ensure that ************ dispatches technical support and provide a solution within 72 hours including the possibility of full replacement. Thank you sincerely for your prompt assistance,
Business Response
Date: 06/17/2025
Rheem has reached out to our local distributor to further escalate Ms. ********* case. ************** has any further questions regarding her case, she may contact us at **************. Thank you!
Initial Complaint
Date:06/14/2025
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.
On May 19, 2025 I ordered a hot water heater anode rod. My credit card was charged $38.43. On May 23 I received the item. I noticed the threads were damaged and I was unable to use the item as it would not thread into my heater. I went on the Rheem web site and did a return explaining it was damaged and unusable. I received a return shipping label and shipped the part back to Rheem with the required form. ***** tracking confirmed the item was received and signed for on Jun 2. I have not received a replacement, or a refund.
Business Response
Date: 06/23/2025
We apologize for any frustration or inconvenience Mr. ******* may have experienced with our online parts store.

We are pleased to inform you that the refund was processed on June 16th. Please note that it typically takes 5-10 business days for the refund to be credited back to the original method of payment.

If you need any technical support or further assistance, please do not hesitate to contact us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3

Customer Answer
Date: 06/25/2025

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. I am NOT happy that before the company would do anything I had to dispute it before they would respond. In the end the did refund me.

Sincerely,

****** *******
Initial Complaint
Date:06/14/2025
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 writing to formally document a continuing issue regarding the registration of a tankless water heater I recently purchased and had professionally installed. The unit is functioning properly and appears to be operating within normal parameters.On June 8th, I attempted to register the product on your official website. Despite following the provided instructions and entering the correct serial numberlocated on the left side of the unit as directedthe website returned an error stating the serial number could not be ******** response, I promptly contacted the customer service email address listed on your website. I included a detailed description of the issue along with supporting documentation: a screenshot of the error message, a clear photograph of the unit showing the serial number, and a screenshot of the registration page showing the correctly entered serial number.Several days passed with no response. On June 10th, I followed up with a second email, reiterating my concerns and again requesting assistance. In that message, I advised that I was retaining my correspondence as proof of my good faith effort to register the product and obtain support. As of June 14th, I have not received any response from your company.This continued lack of support has effectively denied me access to the warranty coverage your website advertises as available upon registration. I have acted in good faith and with patience, but the absence of any reply or resolution constitutes a failure to honor your advertised warranty process. If this matter is not resolved promptly, I may be forced to seek legal representation. The failure to provide the promised means of registration and support may constitute false advertising and breach of implied warranty obligations. I will also be sending this to your corporate offices.I request an immediate response and a resolution that enables proper registration of this product.
Business Response
Date: 06/23/2025
We apologize for any inconvenience or frustration Mr. ********* may have experienced with our product registration website.
We attempted to reach Mr. ********* by phone but were unsuccessful. We left a voicemail requesting a return call and sent an email asking for a copy of the product's purchase receipt to complete the registration process. We are currently awaiting the receipt.
If you need any technical support or further assistance, please feel free to contact us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
Date:06/13/2025
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.
My Rheem hot water heater began to leak but was under warranty. Rheem replaced it, but would not pay for installation. I hired a plumber for $750 and had it installed, but the new one was defective. Rheem will replace it under it&#**;s warranty, but again will not pay for installation. They now are willing to pay $300, but that is not even half of the amount I will have to pay. I feel, after paying the first time for the defective unit, it is their responsibility to pay is full the second time,
Business Response
Date: 06/18/2025
We do apologize for any frustration or inconvenience Mr. ****** experienced with our product. 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. The current water heater holds a parts/tank warranty only. We offered to cover $300.00 one-time payment as a courtesy.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,

Rheem *********************************** ******************************************* Division
1-800-HEATER3

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