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Initial Complaint
01/27/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a Rheem Performance 50 electric water heater from ********** on January 16, 2025. Moon Plumbing of ********************* installed the water heater on January 20. After installation a large leak was discovered near the top of the water heater. The plumber removed the defective water heater and capped the water lines. I purchased another Rheem water heater from ********** and the defective heater was picked up on site and returned to **********. The plumber returned on January 21 and successfully installed the second Rheem water heater. Due to initially purchasing a defective water heater we incurred additional plumbing costs (e.g. additional labor and trip charges). Consequently we asked ********** for reimbursement of the additional plumbing charges. They indicated we needed to contact Rheem and they facilitated the filing of a claim in the amount of $300. Rheem customer service contacted us within 24 hours but would not honor the claim since we did not have the serial number of the defective ********************** heater. The defective heater leaked immediately, was disconnected, and picked up by ********** within hours. No one recorded the serial number of the defective heater. I attempted to find the heater and obtain the serial number but the unit has already been shipped out from their local where house. I possess receipts from ********** for the purchase of two water heaters and two installation receipts. I respectfully request your assistance in obtaining reimbursement for the additional plumbing charges.
Business response
01/31/2025
We apologize for any inconvenience or frustration Mr. ***** experienced with our product.
To process warranty claims, our system requires the serial number of the defective unit. This is a system-driven requirement to validate the warranty and ensure accurate record-keeping. Unfortunately, without the serial number, we are unable to proceed with the claim.
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 response
02/01/2025

Complaint: 22862564

I am rejecting this response because:

No one was able to obtain the serial number of the defective ********************** heater. It was leaking all over the garage. The plumber disconnected the heater and I place in in the driveway form ********** to pick up. It was picked up and shipped out from ********** within 24 hours I have documented the purchase of two Rheem water heaters from ********** and the additional plumbing charges incurred due to the defective water heater. The response is corporate jargon that disregards the facts Ive submitted. My next course of action may be to seek relief in small claims courts where I will seek additional compensation for legal fees
Sincerely,

***** *****
Business response
02/03/2025
We understand the inconvenience and urgency Mr. ***** experienced with the defective water heater. However, we must adhere to our policy, which requires the serial number for processing claims.

The serial number is essential for verifying the product and processing any claims. Without it, we cannot proceed with the claim. While we acknowledge the documentation of Mr. ******* purchase and additional plumbing charges, the serial number is a critical piece of information that cannot be bypassed. Our policies are in place to ensure consistency and fairness in handling all claims. We must follow these guidelines to maintain the integrity of our process.
If you have any further questions or need assistance, please feel free to contact us.

Sincerely,

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

Customer response
02/03/2025

Complaint: 22862564

I am rejecting this response because:
I have irrefutable evidence that I purchased two Rheem water heaters with one being defective and incurred additional plumbing charges due to their defective product. Rheem refusal to provide or even consider remuneration is unacceptable. I have no other recourse than seeking financial restitution through the small claims court system.

Sincerely,

***** *****
Initial Complaint
01/27/2025
Complaint Type:
Service or Repair Issues
Status:
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.
On 1/17/2025 our Rheem tankless water heater had its annual maintenance; we told the serviceman that the water flow was very slow. He couldn't figure out what was wrong with the water heater; he tried all day to call Rheem technical support to no avail. On 1/20/2025 he tried to reach them again to no avail (closed for MLK Day). We lost all hot water at that point. On 1/21/2025 in the morning we were told that we, the consumer needed to call Rheem to send them paperwork to prove that we were still within the warranty, and WE needed to order the part to fix the water heater. We immediately sent them the requested paperwork; we were told to call back in four hours; we did so. They still couldn't determine if we were within the warranty. Finally, at 4:30 pm when my husband called for the third time, they said we were in warranty and if we wanted the part in one to two days, we needed to pay $30 for expedited shipping. He did so. We received an email midday on 1/22/2025 to say they now needed other paperwork to prove the warranty. We immediately sent that. On 1/23/2025 we called to confirm that the part had been shipped. We were then told that the $30 expedited shipping charge is for 2-day delivery from the time it leaves the warehouse. But the parts department (with whom we were speaking) has no control over the warehouse and could not determine when the part would be shipped. Later that day we called again for an update. This time the woman said that she was going to reverse the $30 charge (not done) because of all of our trouble, and she was SURE that the part was going to be shipped out that evening. She stated that ***** doesn't come to the warehouse until the evening. On 1/24/2025 we called again. It hadn't been shipped, and they now said they had no idea when it will be shipped. A full week and no hot water. No possible escalation. The Rheem website does not list one member of management. This kind of service is A+????
Business response
01/31/2025
We apologize for any inconvenience or frustration Ms. ***** experienced with our product.

We are currently working with Ms. ***** and are awaiting the requested supporting documents to proceed with her claim.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-HEATER3
Initial Complaint
01/23/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Good afternoon,I'm writing in response to a claim denial due to a broken heat exchanger on my tankless hot water heater. My home is less than 7 months old. It's unfortunate that I have to deal with this situation. I have a few concerns in regard to this product.First, the plumber enforced me that he wasn't allowed to complete his conversion with the service technician, he was told the issue was due to current temperatures in the area. He also stated that he did not tell the technician that the unit was frozen, so how could she make that assumption over the phone prior to receiving any pictures or videos.Second, I never loss hot water which would have been a clear indication that the heat exchanger was frozen.Third, I provided a statement from the electric company stating that there were no power outages in the area within the last month. Therefore, the likely hood of the heat exchanger freezing is very slim. There were not busted pipes or cracks in any of my ********'s unfortunate, that I'm being held responsible for an issue that no has proven I'm liable for, meaning the proof that the product was frozen. No one looked at the product to see if there was a true defeat. Instead, I was placed in the generic category with ever other customer that called in during this time of the year.Above all, my biggest concern is that this product didn't even last a year. It did not sustain in normal temperatures for this area. What can I expect next year?The manufactures should not be allowed to use weather as an excuse to repair or replace a defective product.Very Respectfully,
Business response
01/31/2025
We apologize for any frustration or inconvenience Ms. *********** experienced with our product.

We are pleased to inform you that the water heater has been replaced.

If you need any further technical support or assistance, please dont hesitate to contact us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
01/09/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I just purchased and installed a new tankless water heater manufactured by Rheem. I initially used the online registration to.......register the unit. This site did not recognize the serial # of the unit. the site then gave me a pop-up window with a number to call to complete the registration. I called the number and the representative kept talking over me while tried to communicate with her. Finally, had to yell at her to get her attention and then of course was reprimanded by her for doing so. Great customer serviced. After all this she could not register the product as they do not sell the product by the serial number given. She then gives me another number to call and notifies me that they are closed. My question is why would any company wishing to warranty or offer a registration process for said warrant and claims make this such an ordeal. ******** customer service.
Business response
01/30/2025
We apologize for any inconvenience or frustration Mr. ****** experienced while attempting to register your new Rheem tankless water heater.

We reached out via email and requested additional information to further assist with registering the product. At this time, we are waiting to hear from Mr. ***************** we can provide technical assistance or other assistance to you, please do not hesitate to call us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Customer response
01/30/2025

Complaint: 22791304

I am rejecting this response because: I have not received any email from said company. Also, why would I call you again? I think it would be proactive on your behalf to call me. I have already been inconvenienced. My # is ************. My hours are always available. If unable to reach me leave a voicemail message.

Sincerely,

**** ******
Business response
02/06/2025
We are pleased to inform you that Mr. ******* water heater has been successfully registered, and he has received a copy of the registration certificate.
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 response
02/06/2025

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
01/08/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased on 10-1-2024 new ***** heat pump hot water heater. I saved up for a long time to purchase. Was redirected to ********** to process order online. Hot water heater was shipped to me from *****. Unit was installed and did not function properly from day 1. Unit properly installed and only gives about 14 minutes of hot water on average. Call after call to support for hours at a time and they were very nice and did the best they could even tried replacement parts. After 4 hours of phone calls tonight it was decided it was needing to be replaced were all giving up on the unit. Was told they would ship me a replacement then hours later was told they cant now. I am frustrated beyond belief it has been months with out reliable hotwater. Family is desperate, Called corporate office like owners manual said and they just referred be back to the support for replacement that they now will not send me to replace. I cant take hours and hours more of phone calls and not getting no where and just more months down the road. Were at the point to ask for a refund and you can send a truck to pick it up. I did everything I was told and was as nice as I can be but were just a family with children suffering at no fault of us. Please God help us!
Business response
01/30/2025
We regret any inconvenience or frustration Mr. ******** may have experienced with our product.

We have already contacted Mr. ******** and have worked towards an agreed-upon resolution.

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

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-HEATER3
Initial Complaint
01/08/2025
Complaint Type:
Service or Repair Issues
Status:
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.
In late October 2024, I purchased a hot water heater which repeatedly shuts off and results in a loss of hot water. Despite being on-hold for our more than four hours over four days, I have not gotten a resolution. I was told to ensure the ampage was 30. It is; I was told to reset the thermostat; I did. I was told to replace the thermostat. I did. However, even trying to get a live body on the telephone line to have them assist has taken hours of out of my days. I don't have time for this.Given the fact that I've had the hot water heater for merely 2 1/2 months, this should not be happening. I want a replacement tank and I want to ensure it works, as I lose power on my existing tank daily.I was told on 1/3/25 by the phone supervisor that the water heater itself and the labor are fully covered under warranty. However, I was given a form to complete to get up to $175 refunded. That's not sufficient. I want the tank replaced or completely repaired.
Business response
01/30/2025
We regret any inconvenience or frustration Mr. ***** may have experienced with our product.

To honor the replacement warranty, the water heater must be returned to the original place of purchase. The options for replacement, credit, or refund will be determined by the retailers policy. The warranty specifically covers replacement with a Rheem product and does not extend to competitor products.

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

Sincerely,

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

Customer response
02/03/2025

Complaint: 22784887

I am rejecting this response because a refund by the store is only to the credit card which purchased itwhich is not mine, the contractor bought it. I will only get store credit. In addition, I will have to pay for install of a new heater.

Sincerely,

***** *****
Business response
02/06/2025
We regret any inconvenience or frustration Mr. ***** may have experienced with our product.
We understand Mr. ******* situation. However, since the water heater was purchased from the retailer, their return and replacement policy must be followed. The product warranty does not override the stores return policy. Therefore, he will need to adhere to their return policy.

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

Sincerely,

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

Customer response
02/06/2025

Complaint: 22784887

I am rejecting this response because it leaves me picking up the expense of having a new water heater installed. Not to mention time wasted ( 4 1/2 hours) on phone

Sincerely,

***** *****
Initial Complaint
01/07/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a Rheem Air Conditioner on July 14, 2019 for $10k. After only two years of use, in the summer of 2021, the unit malfunctioned and required a replacement of the fan unit at a cost of $400. In Sep 2024, the same unit failed once again, necessitating another fan replacement along with additional repairs, which amounted to an astounding $1,997. This repeated failure of a relatively new air conditioner is unacceptable, and the exorbitant cost of repairs is beyond reasonable expectations. A product of this nature should not break down so frequently, especially at such a significant cost to the consumer. It is clear to me that the air conditioning unit I purchased is defective. The need to replace critical components, including the fan, within such a short time frametwice in just three yearsis a clear indication of a faulty product. I contacted Rheem several times with no reply. I am therefore demanding that Rheem cover the full cost of my most recent repair ($1,997), as well as the repair costs incurred in 2021. I have records and receipts of all repairs performed.
Business response
01/08/2025
Rheem will reach out directly to this consumer.
Customer response
01/08/2025

Complaint: 22779710

I am rejecting this response because: Rheem has not contacted me

Sincerely,

******* ******
************
Business response
01/23/2025
Rheem contacted Mr. ****** and explained that 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 specified period of time. Labor, refrigerant are a contractual agreement between the homeowner and the installing or servicing contractor.
Customer response
01/25/2025

Complaint: 22779710

I am rejecting this response because:
Rheem is selling a faulty product that requires $400 worth of repairs or more every 2-3 years. This is completely unacceptable. They have failed to offer any compensation, only bad excuses and no explanation as to why their products fail so frequently.
Sincerely,

******* ******
Initial Complaint
01/07/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased (4) Rheem Lowboy hot water heaters from ********** in December 12, 2024 to install at our multifamily property, Our plumber picked up the water heaters and installed them December 12 and 13. On January 5, 2025, one of the tenants contacted us stating there was no hot water and a burning smell from the hot water heater. We promptly contacted the plumber who came out and found that that the internal wiring made contact with the thermostat causing it to burn up. The plumber said this was a manufacturing defect and was a serious hazard. He was able to repair it and put it back in service. When we contacted Rheem, we were told there was no service provider in our area and that we would need to pay a plumber and seek reimbursement. We are seeking reimbursement for the service call as well as some sort of warranty extension given the issue with this heater.
Business response
01/24/2025
We apologize for any frustration or inconvenience Mr. ****** has experienced with our product.

We have reached out to him via email requesting additional information and are currently awaiting his response.

If you need technical support or any other assistance, please feel free to call us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
12/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My rheem 18kw tankless water heater is failing after less than 3 years. I am so frustrated at the lousy one year warranty and failure of a product that should last for 10. It now throws an e5 code when the bathtub is on and does not get nearly as hot anymore. The water pressure for all other faucets also now run low when on hot. This should be diagnosed and fixed free of charged. Serial Number: **********
Business response
01/29/2025
We regret any inconvenience or frustration Mr. ****** may have encountered with our product.

Unfortunately, we couldnt reach Mr. ****** by phone due to an incomplete number listed on the complaint. However, we have contacted him via email and are currently awaiting his response.

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

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
12/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 12/22/2024, I found water leaks from my water heater and I had to replace the water heater with another Rheem from ********** because I have 2 little kids at home and the weather has been cold. I called Rheem customer service on 12/24 and they were not available due to holiday. I called Rheem customer service on 12/26 and they told me I have to have the old water heater to get warranty service. I don't have the space to keep the leaking water heater and my HOA doesn't allow me to leave the water heater outside of the house. Less than 6 years old water heater had the burner and ignition units broken 2 years ago and leaking. I believe the product is defective and Rheem never do any recall this product. Now Rheem told me they can't do anything because I don't have the old unit. I definitely regret that I purchased another Rheem water heater. I want them to be responsible for their defective water heater.
Business response
01/24/2025
We apologize for any inconvenience or frustration Mr. ** experienced with our product.
For the replacement warranty to be honored, the water heater must be returned to the original place of purchase. The retailers policy will determine whether a replacement, credit, or refund is provided. In Mr. *** case, he reported discovering the leak on December 22nd. However, the receipt for his new water heater is dated December 23rd, which is before he contacted our technical support team. If he had called us before purchasing the new water heater, we would have explained the replacement procedures to him.
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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