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

622 total complaints in the last 3 years.
245 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:02/28/2025
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 water softener (model # RHS4221-240459) on April 4, 2024, for $549.37 at ********** in *********, **. In January 2025, I noticed a leak near the unit. I initiated a claim online, but Ive been given the runaround when trying to get the necessary labor and parts for repair, despite the water softener being covered by a 1-year parts and labor warranty. Rheem does not want to send out anyone to help repair the unit. This is a simple ask in a warranty ************ the past two weeks, Ive sent 5 emails and made 4 calls, yet Im no closer to receiving a repair or a replacement unit. Im 80 years old, live in a remote area and Ive been asked to diagnose and fix this 10-month-old appliance myself. As asked, I managed to remove the softener cover, which took me 2 hours, thinking that would be the end of it and a technician would come to repair the unit. Im now being told I need to depressurize the unit and remove the collar/clamp for further diagnosis as they suspect a leak . Since when does a 1-year warranty require a customer to self-diagnose and troubleshoot the faulty part? According to the warranty at **********, Rheem softeners have One Year Full Warranty: ? For a period of one (1) year from the date of purchase, all parts will be free from defects in materials and workmanship and will perform their normal functions. ? For a period of one (1) year from the date of purchase, labor to repair or replace any part deemed to be defective in materials or workmanship, will be provided at no additional cost.Ive asked to escalate this issue to upper management 3 times but have yet to receive any of the promised callbacks.The issue is that Rheem is not honoring the 1-year parts and labor warranty above. Nowhere does it state that the customer must remove parts, diagnose, or troubleshoot the issue, aside from reporting the problem. I simply request that Rheem send a plumber or technician to diagnose and repair or replace the unit.
Business Response
Date: 03/13/2025
We regret any inconvenience or frustration Mr. ******* may have encountered with our product.

After contacting Mr. ******** we learned that he has already replaced the unit.

Should you need any further assistance, please feel free to reach out to us.

Sincerely,

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

Customer Answer
Date: 03/17/2025

Complaint: 23003023

I am rejecting this response because: To no help of Rheem, I ended up having to buy a new water softener from ********** to fully replace the one I origiinally purchased This incurred delivery and installation fees of $200. The warranty is misleading in stating that parts AND LABOR is covered for 1 year. Specifically the labor is the issue; there was and is no opportunity to have any labor performed on any Rheem product by them or an outside party free of charge. I was also totally shocked that I had to diagnose and determine the issue for Rheem by dismantling the unit and sending photos. Again that is not what is expected when a company offers a 1 year warranty for parts and labor.
If you're willing to reimburse me for the $200 delivery and install, I will be satisfied to the extent that I can be.
Sincerely,
***** *******
Business Response
Date: 03/24/2025
We sincerely regret any frustration or inconvenience Mr. ******* may have experienced with our product.

We have received the necessary documentation from Mr. ******* and will proceed with processing his refund promptly.

Should you require any technical support or further assistance, please feel free to contact us at your convenience.

Sincerely,

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

Customer Answer
Date: 03/24/2025

Complaint: 23003023

I am rejecting this response because: we are still in process of coming to an agreement on the appropriate course of action and customer good will.
Sincerely,

***** *******
Business Response
Date: 04/01/2025
We deeply regret any frustration or inconvenience Mr. ******* may have encountered with our product.

We have been in touch with Mr. ******* and are currently processing the refund he requested.

If you need any technical support or further assistance, please feel free to contact us at your convenience.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
Date:02/27/2025
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.
2/27/25 The water heater broke last night I called to find some help but instead waited for hours and tried again and again 55 minutes for each call to get no help at all. They instead wanted pictures to prove my water heater was broken and denied my warranty. After reading other complaints I'm not alone. I really want to know why they don't want to agree to my warranty. I demand atleast a response I want more people to know not to bother buying these water heaters.
Business Response
Date: 03/11/2025
We sincerely apologize for the inconvenience and frustration Mr. ***** encountered while seeking assistance for his water heater issue.

We understand how important it is to have a functioning water heater, and we regret the delays and challenges he faced in getting support. After reviewing his case, we are pleased to confirm that your water heater was replaced on March 7th
If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

Sincerely,
Rheem Management
Customer Care Center, ******************************************* Division
1-800-Heater3
Initial Complaint
Date:02/27/2025
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.
Request for Support on Recently Installed Rheem Water Heater Hello Mr. ***** I hope this message finds you well. We recently moved into a new home and discovered that the Rheem water heater, which is only a couple of years old, is not functioning properly. After reaching out to your support team, we were informed that the issue may be due to improper installation by the previous ownerssomething entirely beyond our control.Given Rheems reputation for quality and customer service, we were hoping for a more supportive resolution. We would sincerely appreciate any consideration and potential assistance in addressing this matter, including any possible support to offset the cost of replacing what is essentially a new unit.Thank you for your time and attention. We appreciate any guidance or assistance you can provide.Thanks Anand
Business Response
Date: 03/11/2025
We understand how frustrating it can be for Anand Shankar to encounter issues with their water heater, especially after recently moving into a new home.

Upon reviewing Mr. ******* case, we regret to inform that the warranty for Rheem water heaters does not cover issues arising from incorrect installation or for second homeowners. Our warranty policy is designed to ensure that the product is installed and maintained according to our guidelines to guarantee optimal performance and safety.

Since the problem appears to be due to improper installation by the previous owners, and considering that he is the second homeowner, we are unable to offer warranty coverage for this issue. We recommend contacting a licensed professional to assess and correct the installation to ensure the water heater functions properly.
If we can provide further assistance to you, please do not hesitate to call us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
Date:02/25/2025
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.
I purchased Rheem RTG-84XLN-1 Mid-Efficiency 8.4GPM Water Heater (Model# W232422865) from ****** on October 7, 2024. Its under manufacturer's warranty as *********** Warranty: Active from June 21, 2024 June 20, 2029.Labor Warranty: Active from June 21, 2024 June 20, 2025.On February 19, 2025, my Rheem RTG-84XLN-1 water heater started leaking. I immediately contacted Rheem customer support, and they dispatched a technician the same day.The Rheem technician inspected the unit and confirmed that the leak was coming from the heat exchanger, which cannot be repaired and requires replacement and reported the same to Rheem. He noted:There were no signs of incorrect installation.There were no water quality issues.The leak was likely due to a manufacturing defect.The next day, Rheem advised me to return the unit to ****** for a refund. However, upon contacting ******, I was informed that their return policy is limited to 30 days, and since the unit was beyond that period, the issue must be resolved by the manufacturer under the active warranty. ****** also provided me with a written statement confirming this.I escalated the matter back to Rheem, submitting the letter from ******. Despite multiple follow-ups and my continued efforts to seek a resolution, Rheem has refused to replace or repair the defective unit, which is a direct violation of their stated warranty terms. I have even sent them a formal demand letter (attached), but they have failed to take appropriate action.Under the ********-**** Warranty Act, Rheem is legally required to honor its warranty. Given their failure to comply, I am now seeking assistance from the Better Business Bureau (BBB) to resolve this matter.
Business Response
Date: 03/17/2025
We apologize for any inconvenience or frustration Mr. ************* may have experienced with our product.

We have contacted Mr. ************* and are currently working with him to replace the water heater.

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

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-HEATER3
Initial Complaint
Date:02/25/2025
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.
I paid $1500 to get this water heater installed 1.5 years ago. Ever since then it's been failing. The thermostat is constantly breaking - causing unbearably hot water or the other extreme (cold water). I can never adjust it to get the right water temperature to stick. Further, I have to reboot the unit every week just to get decently warmed water for a day. I called my plumbing company who installed this unite, they came out to fix this issue multiple times and they told me Rheem is a crappy company that makes bad water heaters. I tried to call Rheem warranty department to get service on this unit, and there was nobody to talk to. Horrible!
Business Response
Date: 03/13/2025
We regret any frustration or inconvenience Mr. ********** may have experienced with our product.

We attempted to contact Mr. ********** by phone but were unsuccessful. We left a voicemail and sent an email requesting a callback.

If you need any technical support or further assistance, please feel free to reach out to us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-Heater3
Initial Complaint
Date:02/19/2025
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 got a hot water heater I took it back once they refused to take it back. I had to pay someone else to help me again after I called Rheem again because theywouldnt help me again. They told me I had to take it back to ********** again so I didnt want to take it back till I and talked to somebody so I finally went to a different ********** and I talked to somebody and they looked everything up and here if you find outmy my hot water tank is recalled so they dont carry that tank anymore so they cant give me that tank so theyre trying to give me a tank thats and theyre making me pay $150 or theyre trying to say theyll reimburse me but I cant have the warranty im living without hot water. My water bill has been sky high $500 a month. Its freezing cold here. My pipes are gonna freeze and mean Im single living alone trying to figure all this out and now they want me to pay $150 when I have a warranty on this thing they should just be exchanging it for another hot water tank. thats all I want. I have a guy put it in which I have to pay him also
Business Response
Date: 03/07/2025
We apologize for any frustration or inconvenience Ms. ****** has experienced with our product.

We attempted to reach Ms. ****** by phone but were unsuccessful. We have left a voice message and sent an email requesting her to return our call.
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
Date:02/19/2025
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.
**** has denied warranty coverage for my air conditioning unit, which is subject to the 10-year limited parts warranty. I initially reached out in November of 2024 per a local Rheem disturber's request to request the warranty for our HVAC unit be transferred to our name as it was registered under our builder. I was unable to get a response and called Rheem **************** and was advised to send the closing document and serial number via email. In reply to this, I was informed that my warranty is no longer active on the basis that the unit not being registered within the required timeframe. It was reported that our builder did not register our unit until April 2019 with the install date of February 2019. which is not within the 90 day timeframe. I find this decision to be unfair and inconsistent with both Rheems warranty policy and applicable consumer protection laws.While I acknowledge their 90 day registration policy, the restriction based solely on a technical registration deadline rather than product performance or defect is unreasonable and does not serve the consumers best interest. I formally requested that Rheem honor its 10-year limited parts warranty for the following reasons:The unit was installed and maintained in accordance with Rheems guidelines.The failure to register the product within the 90-day window was not intentional and does not change the fact that it was manufactured and sold with an intended 10-year warranty. The date of installation provided was an oversight and mistake on the builder's behalf.Denying coverage based on a minor procedural issuerather than a product defect or misusecreates an unreasonable restriction on warranty protection.Rheem will not honor the warranty or transfer it to our name, despite multiple requests.
Business Response
Date: 02/20/2025
Ms. **** was advised that serial numbers ********** and ********** were covered by the standard limited parts warranty from the
closing date of 09/27/18. However, the manufacturer parts warranty has now expired. Unfortunately, the current
registration is invalid as the equipment was registered beyond the 90-day period with an incorrect installation
date.
A copy of the warranty document (terms and conditions) for the referenced serial numbers is attached
Initial Complaint
Date:02/19/2025
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 offers a six-year warranty on its products. I am now on my third water heater, and it's only been five years seven months since my original purchase.**** continues to offer inferior products, and it seems they are overcharging for their labor and other fees.The warranty starts with the manufacturing date not necessarily the installation date. For instance, if a product is manufactured in January but not installed until May the warranty starts in January unless you have a certified **** ********** install your unit.If you hire a non-**** plumber or install it yourself, you void the warranty.Although there is a local **** retailer in town eight miles down the road (Home Depo Rheem requires that you go to a servicing plumbing wholesale outlet 47 miles away of which I was charged mileage in the form of transportation costs of $100 and $125 respectfully.Insulation cost to install defective units were $475 and $725 respectfully. a price increase of a whopping 65% in just 14 months.**** certified plumber was:R and N Plumbing ******************************************* Rheem Wholsaler was:****** Supply ****************************************
Business Response
Date: 03/07/2025
We apologize for any inconvenience and frustration Mr. ***** has experienced with our product.
We sincerely regret any inconvenience or dissatisfaction Mr. ***** may have encountered with our product. We understand that his complaint included a request for reimbursement for labor costs associated with replacing the water heater, supported by the provided invoice. However, as outlined in our limited warranty terms, labor costs for servicing, repairs, reinstallation, permit fees, and the removal or disposal of a malfunctioning water heater or its parts are not covered and are the owner's responsibility. Attached is a copy of the product's limited warranty.

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: 03/07/2025

Complaint: 22963921

I am rejecting this response because:
Rheem makes an inferior product that does not last more than 3 years, let alone the 6 years as implied by its 6 year warranty.
Somebody needs to alert the public of its poor quality of products.
I have already have a case pending with the ******************************** case
CIC# **-002367

See you in court.
Sincerely,

****** Slope
Business Response
Date: 03/12/2025
We sincerely regret any inconvenience or dissatisfaction Mr. ***** may have encountered with our product. We understand that his complaint included a request for reimbursement for labor costs associated with replacing the water heater, supported by the provided invoice.
However, as outlined in our limited warranty terms, labor costs for servicing, repairs, reinstallation, permit fees, and the removal or disposal of a malfunctioning water heater or its parts are not covered and are the owner's responsibility. Therefore, our position on this matter remains unchanged.
If we can provide further assistance, please do not hesitate to call us.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-HEATER3
Customer Answer
Date: 03/12/2025

Complaint: 22963921

I am rejecting this response because:
I am not disputing the fact that Rheem does not cover labor and transportation costs in its warranty, I am trying to alert the BBB and Rheem that its product is flawed and somebody needs to do something.
I am now on my 3rd water heater since the original water heater was installed in 08/19. I am lucky to get 2 years out of a product. is frustrating to spend $1000.00 in labor and transportation cost for a water heater that retails for around $600.00.
If Rheem make a product that would last close to its warranty period I would not be in this situation.The public needs to be aware of Rheems sub standard products and the possibility of a product recall should be explored.
That is the reason I have a case pending with the ********************************* case number CIC 25-002367.

Sincerely,

****** Slope
Initial Complaint
Date:02/18/2025
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 bought a Rheem Hot Water Tank on January of 2023 with a 9-yr warranty on it and its leaking water all over my basement and destroying it. Rheem has agreed to replace the tank but won't cover the labor costs to replace their defective product. They are telling me my labor warranty expired 3 weeks ago. I asked for an extension, and they won't give it to me. The tank was bought at ********** in ******, **, and they referred me to a contractor who told me I have to pay $1,099 to have the defective water tank replaced. Why do I have to pay labor charges for their defective product? I need help with this situation. All I get is rude treatment from their technical line ************. This company has put me through h*** trying to get this tank replaced. I lost count on the number of times I have called them. It's destroying my home as we speak. I had to go through h*** with ********** just to get the receipt that Rheem demanded because my contractor purchased it for me and had it delivered to my home. That person *** *******, which I filed a BBB complaint on already, and that case is still not resolved, refused to give me the receipt for the purchase of this tank. So, after all that, Rheem denies me the extension on the labor. This company does not back its products.
Business Response
Date: 03/05/2025
We apologize for any inconvenience or frustration Ms. ************** experienced with our product.
We are pleased to inform you that she will be reimbursed for the labor costs incurred in replacing the water heater. The claim has been successfully processed for payment.
Should you require any technical support or additional assistance, please feel free to contact us at any time.

Sincerely,

Rheem *********************************** ******************************************* Division
1-800-HEATER3
Customer Answer
Date: 03/05/2025

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:02/17/2025
Type:Sales and Advertising 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 have 2 Rheem AC units at my home. Both needed new coils (costing thousands of dollars). Rheem has a 10 year warranty - but only if you had registered at install. My home was a new build and the AC installers who normally would register, did not. My units were only 6 years old. These should last at a minimum 10 years. I had a maintenance plan and took perfect care of my AC units. However, Rheem will not honor any warranty due to not registering. Will never buy a Rheem product again, and will let all of my friends know too.
Business Response
Date: 02/20/2025
Rheem has contacted the consumer and left a voicemail for further communication.

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