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.
- 246 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:08/20/2022
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.
Bought a rheem a/c from *********** Now 3.5yrs later and it needs replaced. This is after 3k Ive already spent in repairs. It was a **** unit then 3k in repairs plus the maintenance plan and quarterly maintenance. It shouldnt need replaced. Also why is it not covered under warranty?
Business Response
Date: 08/22/2022
**************** has contacted Rheem direct as well as contacting the BBB. Rheem will speak with ****************, gather information, and determine what if anything can be done to assist **************** with this situation.Initial Complaint
Date:08/19/2022
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 50 gallon Rheem water heater on 4/23/20 from a company and they installed it too. On 8/8/22 i came home and it was leaking everywhere. Company that installed it came out said it was the tank and needed to replace it. I have a 6 year warranty. They came back to install new tank and told me that ********** would not give them the tank with the full warranty. They would only pro-rate. Which is ridiculous, i have a 6 year warranty. ********** said youll have to call Rheem. ALSO, the only tank they could get is a 40 gallon Rheem. The one that broke was a 50 gallon. They were told the 50 gallon was discontinued. Now not only did I have to pay for the portion of the tank that was not covered, but i also now have a smaller tank. How can this be resolved? I feel that it should have been covered at 100% and i feel that something should be done because i am not able to get the same size. I have tried to contact Rheem since 8/9/22 and have not been able to get ahold of anyone.Business Response
Date: 09/15/2022
We apologize for any inconvenience or frustration **************** experienced with our product.
We were unsuccessful in our attempts to reach **************** at the phone number provided. Please ask her to call Rheem Technical Support. Agents are available Monday through Friday 8 am to 5 pm CST.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:08/17/2022
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 and had installed a Rheem Water Heater January 2020 (S/N A522018874) for $1,488. This unit has a "plastic" drain valve that became loose/ failed and flooded my basement in June 2022. All 40G of water was on the floor. I identified the source and tightened the plastic drain valve and it failed/ became loose again August 16, 2022 flooding our basement for a second time (Rheem claim # **** 108). In desperation, I called the Tech (***** Services, ******** **) who installed the unit and they came out to disconnect/ return the unit for a refund at *********** I was credited $369 and had option to re-purchase the same unit with plastic drain valve for $500. Next to it, Rheem has a higher priced unit advertising a "brass drain valve" for $769. When I called the Rheem support and told them my dilemma, they immediately offered to mail me a brass valve as if they know the plastic valve is bound to fail. As of, August 17, 2022, I am now out $446 for an upgraded Rheem unit (S/N A022209463), as well as, re-installation labor fee of $1,000 plus the damage and stress caused from being flooded two times by the Rheem unit (S/N A522018874). My wife called Rheem support and first tier call center employees are no help. I would like to be reimbursed for my expenses and damaged items. Our household has purchased all Rheem products (HVAC, Condenser/Exchanger). We want to be treated fairly by this company.Business Response
Date: 09/15/2022
We apologize for any inconvenience or frustration **************** experienced with our product.
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 **********************************Initial Complaint
Date:08/17/2022
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.
A Rheem water heater installed April 2021 would not hold a pilot light. I contacted Rheem and they offered a new pilot assembly. Came next day air which I appreciated. But that did not resolve the issue. After a lot of research and aggravation I find out the the issue is a defective gas valve. Rheem never mentioned this on my call. I spoke to my local plumbing supply and this is a known issue! They offered a new gas valve at no cost which so far seems to have resolved the issue. So 2days later and a few hairs pulled out the pilot is holding but Im out $300 dollars which the customer by right should not have to pay. I called Rheem to inquire about labor reimbursement and got stonewalled. So here I am filing my first BBB complaint against a company I had nothing but good things to say for 20 years. I can not believe my company did not receive a service bulletin as this is a known issue let alone I was in the phone with Rheem and the service rep never mentioned the problem. Upon my request for reimbursement I was told to take it up with my supplier as I got the heater wholesale. I cant make money sitting on the phone. If I dont have a tool in my hand, I dont make money. And It shouldnt be this difficult to be reimbursed for my labor. This is especially insulting as I only recommend and install Rheem WH. I am rethinking my loyalty.Business Response
Date: 09/15/2022
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:08/10/2022
Type: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 have noisy bearings on a circulation pump in a Rheem Hyrdronic Air handler model RW1T06A3617NAA. Rheem has denied the warranty stating that i dont have a matched Tankless Hot Water Heater aka Rheem. I have a Rinai Tankless which the specs meet and exceed the Rheem. They couldn't give me any reason as to why the Rinai Tankless hotwater caused the failure of the bearings in the circulation pump. I am not having any performance issues what so ever, just failed bearing. This is their way of promoting Rheem product sales. There is no reason for a different brand to cause bearing failures RW1T0A6A3617NAA is the model numberBusiness Response
Date: 08/11/2022
This unit is located in ****** and is covered by the standard Rheem warranty which states "Covered Equipment when operated with system components (tankless water heater from the
Manufacturer) or accessories which do not match or meet the specifications recommended by the
Manufacturer;". An alternate brand water heater is not tested or designed to work with the Rheem air handler. This request has been forwarded to the ******** Division.Customer Answer
Date: 08/11/2022
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:08/09/2022
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.
8/1/22, I called due to a defective part on my water heater. I was told it would be at my home next day by 10a.m. 8/2/22 Part didnt show up so I called again, was told it was in shipping, be tomorrow 10am. 8/4/22 called again was told they didnt know why anyone would say that, the part had to be put together and would ship when built. 8/9/22 still havent received part, still under warranty. I been waiting for 9 days now and havent heard a word about the part. I cant believe a company this large has to build parts on an as needed bases and it takes that long to put a part together and ship it. Ive always used Rheem products but Ill definitely remember this ordeal before I choose Rheem products in my houses.Business Response
Date: 08/16/2022
We apologize for any frustration or inconvenience **************** experienced with our product.
We are happy to report, the part was delivered Wednesday, August 10.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:08/08/2022
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 gas control valve and burner assembly that were both defective. I sent them both back and received a partial refund in the amount of $92. The entire amount was for $212. I spoke to an employee and followed up 6 times without any response. I still have the emails for proof. I simply want the remainder of my refund issued.Business Response
Date: 08/25/2022
We apologize for any frustration or inconvenience ************** experienced with our product.
We are happy to inform you,the credits have been processed.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Initial Complaint
Date:08/07/2022
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.
Their rheem pool heater is a cruel joke they play on novice pool owners. They make and sell a product that has a built in weakness that can cause the entire unit to fail after one seasons use. Thats what happened to ours. The copper elements in the heat exchanger corroded to the point of failure and caused the heater to leak pool water, rusting the interior of the unit.We were told our pool was to acidic even though the water was ******* clear and had no adverse effects to the eyes or skin while swimming. When pool water is ******* clear, people dont think about testing the water, they assume there is no problem.The warning plaque on their heater is so small and vague, its easily ignored. That plaque should be huge and warn of the vulnerability of the heat exchanger and possible acid buildup even with ******* clear water going through it. We were thrilled when we got the new heater because it worked so well. Our $2,100.00 heater lasted only one season. How could a company like rheem produce such a weak product? The warranty was negated and now we have an $1,800.00 repair bill coming!Regrettably,********************************* Sent from my iPhoneBusiness Response
Date: 08/16/2022
We apologize for any frustration or inconvenience ********************** experienced with our product.
Our pool heater division is working towards a resolution with ***********************
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **************Initial Complaint
Date:08/07/2022
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.
We purchased a Rheem Hot Water heater in November of 2020 and right away had issues with it where the item had to be returned twice. We started having problems again two weeks and Rheem recommended replacing the unit which should be covered by warranty. After receiving the confirmation for a replacement water heater we did take the faulty unit back to the point of purchase ************* At ********** we not only received less than the original purchase price as store credit there had indeed been a price increase in the less than two years since we purchased the original unit. Ultimately, we ended up paying over $200 more for an item that was supposed to be covered by a warranty. If I was going to be spending additional money to purchase a new unit I would not have gone another Rheem product nor do I feel it should be my responsibility to do so based on your company's faulty product. I am asking for reimbursement for the cost of the difference between the replacement unit and the failed unit. Along with the replacement parts and labor. My husband has spent hours troubleshooting the original failed unit, replacing the element/thermostats, and installing the new unit. Not to mention, the inconvenience of not having hot water for 4 days or the time and trouble to take the faulty unit back and get a new one.Business Response
Date: 08/25/2022
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 to hear from **************
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************Customer Answer
Date: 08/25/2022
Complaint: 17683807
I am rejecting this response because:I have responded to Rheem twice with what my desired outcome for the complaint is and they continue to offer the same compensation that was offered prior to me contacting the BBB. I am asking to be reimbursed for the difference in price between the old and new water heater, parts, and labor for my husband's time at the industry standard rate of a professional plumbers apprentice. I have provided Rheem with a invoice and receipts as requested.
Sincerely,
*******************Business Response
Date: 08/26/2022
Rheem only pay for labor services rendered by a licensed plumbing professional. Rheem cannot pay customers to install or repair their own water heater.
Warranty coverage starts from the manufacturers date or purchase dated when documented. Based on your proof of purchase provided dated 11/2020, the water heater was no longer eligible for in-home labor coverage at the time of service (7/28/2022). A copy of the warranty certificate has been attached for your viewing.
We will process the price difference and part purchase reimbursement claims. By accepting the price difference reimbursement, your new water heater will retain the warranty of the original heater which will expire 11/2026.Initial Complaint
Date:08/05/2022
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.
On 8/26/2021 I ordered a Rheem Performance Platinum 40 gallon water heater model #XG40T12EN38U1 through our local *********** picked up on 9/23/21 and installed that day. Because it was in our bathroom I removed a number of stickers including one that apparently held the serial number. The temperature control has failed and the lowest temp that the water heater will put out is 120 degrees when set on vacation, as far as I can tell this is a known defect and a safety hazard. Because of the lack of a serial number ********************** is refusing to warranty the defective temperature control or anything else for that matter. ********** has been great and contacted Rheem several times on my behalf, but they will not budge. Can you help me?Business Response
Date: 08/25/2022
We apologize for any frustration or inconvenience ************************ experienced with our product.
We are happy to inform you,the part is being shipped.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem **********************************
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