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 has 12 locations, listed below.

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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 Sales Company

  5600 Old Greenwood Rd Fort Smith, AR 72908-6586

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:08/02/2022

  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.

  Bought tankless in April, installed in May. Water temperature constantly fluctuates from hot to ice cold. I thought it might be my well pressure, so installed a pressure regulator the next month, when I could afford to. This did not resolve the problem. I finally get rheem on the phone and spend all day diagnosing and disabling my brand new water heater...and they refuse to send replacement heating element because of calcium. I'm sorry, I didn't know I had hard water, and it hasn't worked from day one... even if calcium is causing a problem, it's obviously not the root cause for it have acted this from day one.

  

  Business Response

  Date: 08/17/2022

  We regret any inconvenience or frustration ******************** experienced with his water heater.
  
  We are happy to report, parts have been sent. If ******************** have any other issues with his unit, we recommend he call Eemax **************** at ************. Agents are available Monday Friday 8:00 am to 5:00 pm EST.
  
  Sincerely,
  
  Rheem ***********************************

• Initial Complaint

  Date:08/01/2022

  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.

  We purchased a Rheem water heater from a local plumbing company, the PROG50-38N RH60. It was installed on 4-24-20. On 4-8-21, we had to have the gas control replaced at a cost to us of $400. Although the water heater was still under warranty, we were told it doesn't cover parts and labor and the charge for a service call. Fast forward to 7-15-22 when we were without hot water. AGAIN, the gas control needed to be replaced at a cost of $400. Now we have $800 in repairs on a $2000 water heater that is a little over 2 years old--we should have kept our 19 year old water heater. The company who replaced the gas control BOTH TIMES told us Rheem should have recalled this model of water heater because of the gas control. I would like Rheem to replace our water heater with a different model and refund the $800 we've spent on repairs. Attached are the 2 invoices for the repair of the gas control both times.

  

  Business Response

  Date: 08/16/2022

  We apologize for any frustration or inconvenience ******************** experienced with our product.
  We are happy to inform you,the claim has been processed.
  If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
  
  Sincerely,
  
  Rheem **********************************

  Customer Answer

  Date: 08/16/2022

  The company's response does not specify the amount being reimbursed so I am not able to approve or not approve.

  

  Business Response

  Date: 08/25/2022

  We apologize for any frustration or inconvenience ******************** experienced with our product.
  We are happy to inform you,the claim has been processed.
  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

   
  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.

  However, if I continue to have issues with the defective part, I will then ask for a full replacement of a water heater that is not the same model and one that is not known to have issues and should have been recalled. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/28/2022

  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 bought a new water heater in nov ************************************************************************************** a new one February 2022 . The first time they fix it had to pay nothing when they replaced it they told me I had to pay the plumber to replace it then they would Reimburse me I just had to send them the credit card bill and invoice which I did wait 4 to 8 weeks I did. Then they told my copies did not come Thur. So I sent them again. They said the invoice did not have the price on it and it needed be itemized. So called the crew 2 that does all the work for *********** Told them that Rheem wanted a itemized invoice. They sent me the copy of my credit card which I had and the same invoice which I had and a picture of the new water heater they put in replacing the old one. I have sent the email from the company that did the work to Rheem showing them that company said they did the work and I paid for it. I have sent them talk to them I have sent them everything pictures of old water heater new water heater all the paperwork showing I paid for it and they still want pay me back. ******

  

  Business Response

  Date: 08/25/2022

  We apologize for any frustration or inconvenience ************ experienced with our product.
  
  We are happy to inform you,the claim has 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:07/28/2022

  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.

  My problem started in 2015 and has continued through June 2022. I feel I received a faulty water heater from Rheem in 2015. It made terrible sounds from day of installation. I called the installer to check things out again which was done correctly. Then contacted Rheem to see what could be done. Was told the bubbling, crackling sounds would go away. Rheem never offered to have anyone from their company check the unit for the problem. The terrible sounds continued. Since I have post-polio and can't walk, my mobility is a scooter. Having to open and close the laundry room door to try to drown out the sound was very difficult and troublesome. Also, my guests' comments regarding the noises were very embarrassing. I lived with the problem for 5 years until the heater began leaking all over the floor. A plumber was called and a new water heater was installed. Thankfully under the 8-year warranty. I've had 2 very quiet Rheem water heaters that worked well so I know they make a good product. I had to pay all charges for the installation of the new heater. In July and September of 2021 letters were sent to Rheem with questions in regard to what I feel was a faulty product. I was asking for reimbursement of $1,000 for the 2nd installation. Our questions were not specifically addressed. Supporting information is below. Also, correspondence to and from Rheem, and ** ************************* are available if needed. They also suggested I contact the BBB.

  

  Business Response

  Date: 08/02/2022

  Attached is Rheem's response along with a copy of the warranty certificate sent to ************** and ** Attorney General.

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17638604
  
  

  Our rebuttal to Rheem

  What is your policy on installation of a water heater that was installed in 2015 that was defective from day one of the installation and never changed until it finally broke and began leaking?

   

  Hearing the loud noises from the beginning, I called the installer who checked his work, bled out the pipes and did everything he could to stop the noise but to no avail.  His suggestion was to speak directly to the manufacturer.  When speaking to Rheem I was assured the noise would end since it was a marble adjusting itself or other possibilities causing the problem.  The noises never stopped but got worse through the years.

   

  If you would have come to my home the first time I called, 2 1/2 months after installation, on 10/14/15 and found it to be defective, which it was, would you have replaced it including removal and installation?

   

  The question is not who can best afford the $1000.  The question is, was the product defective when it came from the factory?

   

  Because of your lack of concern for your customers satisfaction, a single disabled person spent more than 5 years having to deal with the noise of the snapping, crackling and popping of your defective product.  If that is the image of customer service you want to portray, then I think well have to go to binding arbitration at which time we will ask for $1,000 and also for compensation for the inconvenience of having to close the door to the utility room containing the water heater, water softener, washer and dryer, laundry sink, freezer, utility storage cabinet in which is kept everyday clean supplies.  To access that room, the door had to be opened and closed many times each week.  This was very difficult for someone in a scooter,  just to muffle some of the noise from the living area.  Some of the pops were so loud that it sounded like a 22-rifle shot.  Even with the door closed, my guests in the living room would ask what was going on?  If I was washing clothes when this explosion abrupted it was very startling.

   

  When the water heater broke there was a large puddle of brown water flooding the utility room, coming down the hallway, and into the entrance area at the front door that required a lot of effort and time for a person on a scooter to clean up.

   

  These questions were also addressed in a letter we sent to the Rheem ***************** under File No. KRB1/2021/5361110/C on June 16, 2022 which you chose not to respond to.  We even asked for call back and gave our telephone number.

   

  Just what is your customer satisfaction policy?

   

  *******************

  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/07/2022

  Again we apologize for any inconvenience ************** experienced with our product. 
  This complaint has been escalated to the appropriate management team for review.
  If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
  Sincerely,
  Rheem **********************************

  Customer Answer

  Date: 11/10/2022

  Attn:  Digital Response ***** ************* Center

  ******************************************************************

  Thank you for a check #********** dated October 19, 2022 (as a one-time customer courtesy) to reimburse me for the labor cost of $1,000 for the installation of the replacement of your faulty water heater.  

  However, I was disappointed that you failed to recognize the almost 6 years of wear and tear distress I had dealing with your product not performing correctly.  Evidently those years of distress, I endured as a customer, were not important enough to ********************** to compensate me.

  If you re-read our complaint letters to you directly, those through the ************************* and then with the Better Business Bureau you were informed and had an opportunity to send a representative to evaluate the problem.  That never took place.

  It was more than simply an inconvenience to me as your remark states in your apology.   It is obvious that your bottom line is more important to you than your customer satisfaction is.

  We realize that you can make a quality product because Ive had 3 previous Rheem heaters.  However, the one that was installed on Aug.11, 2015 never worked properly in as much as it was noisy and required isolation by closing a door to my service area. Since I am physically handicapped and on a scooter for mobility, this was a major inconvenience and not just a minor one as you suppose.

  Over the 4^th of July, after a number more bangs and crackling, it sprung a leak which flooded my utility room and came into the hall but was discovered before it hit the carpet.  The water supply was shut off to the water heater and the pressure was bled from the water heater.  This left us without hot water until a plumber could be located and new unit installed on July 9, 2021.

  As you neglected to answer any of the questions that have been asked previously, I am asking for $1.00 per day compensation of the defective water heater from the time you were notified of the faulty product on Oct. 14, 2015 until July 9, 2021.  If our calculations are correct, this amounts to $2,094.00.

  We look forward to hearing from you. 

  Your customer,

  *******************

  Cc:  Better Business Bureau in *******