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
- 620 total complaints in the last 3 years.
- 244 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:04/02/2025
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 new Rheem water heater, and it stopped working within one month. Rheems technician charged me $100 for a service visit but failed to diagnose the issue correctly. They wrongly blamed my gas supply, leading me to spend $3,000 replacing my gas lines. However, the problem persisted.Later, my gas company discovered that the real issue was a gas leak within the property lines, which Rheems technician completely failed to detect. Because of Rheems misdiagnosis and delays, I lost $2,000 in rental income since my tenant refused to pay due to the lack of hot water. When I finally got a supervisor on the phone, they blamed me for not protecting an outdoor-rated unit and hung up on me.Issue Reported: Heater stopped working in one month.Rheems Technician Visit:Charged me $100 for an incorrect diagnosis.Wrongly claimed it was a gas supply issue, forcing me to spend $3,000 replacing gas pipes.Delayed resolution for one month, causing my tenant to refuse to pay $2,000 rent.Ultimately, the gas company found a gas leak inside the property lines, which Rheem completely missed.Supervisor blamed me and hung up the phone rudely.Requested Resolution:I demand full reimbursement for my financial losses due to Rheems gross negligence and misdiagnosis:1.$100 refund for the failed technician visit.2.$3,000 reimbursement for the unnecessary gas pipe replacement.3.$2,000 compensation for lost rental income.If Rheem fails to resolve this, I will escalate the matter to the **** state consumer protection agencies, and Small Claims Court.Desired Resolution: $5,100 reimbursement for damages.
Business Response
Date: 04/04/2025
We apologize for the inconvenience and frustration Mr. ***** have experienced with our product and service.
After thoroughly reviewing Mr. ***** case, we regret to inform that the root cause of the problema gas leak within the property linesis not covered under the warranty for his Rheem water heater. Our warranty covers defects in materials and workmanship of the unit itself but does not extend to issues related to external gas supply or property infrastructure. Attached is a copy of the warranty certificate.
While we understand that the technician's diagnostic recommendations resulted in additional expenses and inconvenience, these circumstances fall outside the scope of our warranty coverage. Therefore, we are unable to provide reimbursement for the costs incurred due to the gas line replacement or lost rental income.If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-HEATER3Customer Answer
Date: 04/04/2025
Complaint: 23151637
I am rejecting this response because:Dear BBB,
Thank you for forwarding the response from Rheem Manufacturing Company regarding my complaint (ID: *********. After reviewing their reply, I do not accept their resolution.
Rheem claims that the root cause of the problem was a gas leak within the property lines and therefore not covered by their warranty. However, based on the technicians diagnostic report and the evidence I have, the leak was clearly detected from inside the water heater unit itself, not from external gas lines or infrastructure.
This indicates a failure in the units internal components, which should fall under the product warranty, as it involves materials or workmanship issues within the unit. I believe the company is mischaracterizing the source of the problem to avoid their responsibility.
I request that Rheem re-evaluate their position and cover the related repair and service costs accordingly. I remain open to a fair resolution and am willing to provide supporting documents if necessary.
Sincerely,
[Your Full Name]
[Your Email / Phone] (if you want to include it for direct contact)
Sincerely,
****** *****Business Response
Date: 04/11/2025
We regret any inconvenience and frustration Mr. ***** may have experienced with our product and service.
However, our position remains unchanged. The expenses Mr. ***** seeks reimbursement for are not covered under the products warranty. On March 30th, as a gesture of goodwill, Mr. ***** replaced the water heater under warranty.If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3Initial Complaint
Date:04/02/2025
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 Rheem hot in 2013 and it developed a leak and returned it for a Richmond gas hot water heater in 2017 and now this unit seems to have the same problem, it leaks somewhere on the top of the unit. When I durn off the supply water the lead stops with the tank still holding water. I think this could a recall because they used faulty parts.Business Response
Date: 04/04/2025
We apologize for any inconvenience and frustration Mr. ************ may have experienced with our product.
After reviewing Mr. ************** case, we regret to inform him that the Richmond gas hot water heater purchased in 2017 is now out of warranty. It carried a 6-year limited parts/tank warranty, which expired in 2023. Unfortunately, this means we are unable to provide a warranty replacement or repair for the unit.
If we can provide technical assistance or any other support, please do not hesitate to call us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-HEATER3Customer Answer
Date: 04/04/2025
Complaint: 23150450
I am rejecting this response because:
Sincerely,
******* ************This current hot water heater has the same problem as the hot water heater that this one replaced. There was a leak at the top of the heater which to me means that a faulty part was used and this unit may have had a small leak from the day of installation but evaporated because of the heat of the tank. And now the leak has gotten worse and now leaks on the floor.
Business Response
Date: 04/10/2025
We sincerely apologize for any inconvenience or frustration Mr. ************ has experienced with our product.
We have reached out to Mr. ************ and are actively working with him to diagnose the issue with the water heater.
If you require technical assistance or any other support, please do not hesitate to contact us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3Initial Complaint
Date:03/31/2025
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 installed a 80 gallon water heater in 2020. This less than 5 year old unit is now leaking in my basement. It is a slow leak currently but it isn't coming from the relief valve or the drain spigot. Knowing that this was going to be a warranty issue (as Rheem has confirmed that this unit is still covered by warranty) I decided to go with one of their recommended installers to handle the warranty and repair. The company came out and told me they wouldn't file a warranty with Rheem and I would have to do that on my own but once I did they would install a replacement until (provided by Rheem) or do the install with a non-Rheem unit. Mind you, this is Rheem's recommended provider that won't even provide Rheem related service. I contacted Rheem to try to start the warranty process and have heard nothing. After waiting a week I have send a second letter. After reading these reviews and the general reviews on the internet I am dismayed. It seems like I am not alone and even worse not even in a minority of people with similar experiences. I work for a vendor that manages warranty in several countries. If our response time was this abysmal we would have been driven out of business at this point. It is quite frustrating to go over a week with 0 response.Business Response
Date: 04/04/2025
We apologize for the inconvenience and frustration Mr. ***** has experienced with our product and customer service.
To expedite technical support and the warranty process, we recommend contacting our technical support team directly by phone. This will allow us to address Mr. ******* concerns more efficiently and provide the necessary support to resolve the issue. Please note that this recommendation is outlined in the use and care manual and warranty certificate provided with our product.
Our technical support team can be reached at ************ from 8am - 8pm EST. They will be happy to assist Mr. ***** with his water heater.Sincerely,
Rheem *********************************** ******************************************* Division
1-800-HEATER3Initial Complaint
Date:03/31/2025
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.
Less than 3yr old had a leak. Told by Rheem to take to ******** for replacement. Get new hot water heater but it doesn't work. It would not work and we had to pay an extra $225 for HVAC guy. It has now been a month without hot water! Every contact with Rheem takes hours on the phone.Business Response
Date: 04/17/2025
We apologize for any inconvenience or frustration Mr. ****** may have experienced with our product.
Our records indicate that Mr. ****** returned the water heater to the original place of purchase on April 7th.
If you need technical support or any other assistance, please feel free to contact us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-HEATER3Initial Complaint
Date:03/26/2025
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.
Brand new Rheem 50-gallon gas water tank installed. Hot water came out milky from day one. Numerous calls to Rheem Sales Company resulted in them sending us a new anode rod. However, they say they will not cover the cost of a plumber to install it. We are retired and not capable of a plumbing job of this caliber. It will cost us half of the amount we paid for a new tank to hire a plumber. Every time we called Rheem we experienced long call holds and differing information. This tank was bought brand new and should have a viable warranty which they refuse to acknowledge. We will never use or recommend Rheem to anyone.Business Response
Date: 04/04/2025
We apologize for any inconvenience or frustration Ms. ****** experienced with our product and customer service.
To consider reimbursement, we require additional information. We have reached out via email requesting a copy of the plumbers invoice for review, along with proof of payment to the plumber. Currently, we are awaiting a response from Ms. ***************** you need technical assistance or any other support, please do not hesitate to call us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-HEATER3Initial Complaint
Date:03/24/2025
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.
Been having trouble with a Rheem/Ruud HVAC installed by a local HVAC contractor - Atlas ****************************** ************, **. They do not appear in ****** search for HVAC contractors in this area or in BBB website unless company name is manually typed in. They are clearly not BBB accredited and address appears to be a parking lot - could find no 'sign' of the business in the area. Was assured many times this RUUD system is top quality and that they fully back their systems and will do "whatever it takes" to make it right. Payed over $10,000 for a system which has never been 'right.'My Furnace/heat Pump has now been doing lots of 'weird' things for over a year, starting a few months after installation in May of 2023. The weather was mild at the time so used the system very little until the Fall. They have been out many times adjusting & changing things - to no avail. Since their adjustment this past November, my furnace is now using propane at 4x normal rate! I have *********** receipts back to 2020 to prove it. Even they admit that is VERY high and unusual and said they would "look into it". Now they have started simply ignoring my calls. Sent complaint to Rheem corporate office but have no response at all after FOUR weeks +. Their customer service **** said she can only verify my complaint was received but "can't contact the contractor" or anybody else. The only "response" anybody gets is from their AI customer-service-bot or Digital Response Team saying "We are truly sorry to hear about your experience ..." ****** my letter to Rheem corporate, I said I feel entitled to a reliable new system and, at minimum, reimbursement for the excess fuel use. In looking at their BBB profile and sample complaints it is clear they could care less about their reputation or making ANYTHING right.Business Response
Date: 03/28/2025
Rheem has reached out to Mr. ****** and are actively working his case.Initial Complaint
Date:03/23/2025
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.
In 2020, we purchased a new Rheem water heater It was WiFi connected and in the mid price range. In October of 2024, I came home to water flooding in the kitchen. (Our water heater is in the attic.) Water was spewing and at a pace that the pan overfilled. I immediately called the ************************************************* help (pointless). The support did diagnose a bad water valve. I paid to overnight it ( that wasnt standard) and once replaced the problem was solved. But on to the next red flags and damage. First, the original valve was plastic. The replacement was metal. If the original is so quality, why not the same material? The company made it seem as if the claims department would help. Six months later I question if they have an active claims department and the last person I spoke with insinuated that my home insurance should take care of it. I still have not heard from the company, when contacting my average wait time was an hour.Business Response
Date: 04/03/2025
We apologize for any inconvenience or frustration Ms. ******** may have experienced with our product.
A potential claim has been filed with our third-party administrator, who has reached out to Ms. ******** via email. She will need to follow the instructions provided in that email.
If you need any technical assistance or further support, please do not hesitate to call us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3Customer Answer
Date: 04/08/2025
Complaint: 23106029
I am rejecting this response because:
Highly rated businesses take care of their consumers. I had a faulty valve. Had the replacement been the same and not with better quality materials, I would not be concerned. Then the company that was handling my claim on behalf of Rheem was so unprofessional that they misspelled my email, with no follow up( despite my continuos calls in November ), the recent email had terrible grammar and references a number that clearly works, also the whole looks like its your home insurancesresponsibility response is terrible. Im so disappointed.
Sincerely,
***** ********Business Response
Date: 04/11/2025
We apologize for any inconvenience or frustration Ms. ******** may have encountered with our product.
Our third-party administrator has been in touch with Ms. ******** to address her potential claim.
If you require technical assistance or further support, please feel free to call us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3Initial Complaint
Date:03/21/2025
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 hot water heater in the last 90 days at **********.. The hot water heater was installed by a licensed plumber and has worked intermittently. I went through the process of calling to troubleshoot the productI went through the whole process to find out that the Water heater needs to be serviced or replaced.. Keep in mind, this is a brand new heater purchased at ***********Unfortunately we have misplaced the receipt. I requested a service person come out and resolve the issue.they claimed that it shows that it's out of warranty and that it was manufactured over a year ago, Therefore they cannot send a technician Unless I can provide proof of purchase. They should be able to cross-reference the heater from when it was purchased through ********** not when it was manufactured... I gave them the opportunity to call me back and set up a time.We have no hot water.We've gone through their whole protocol to try to resolve the issue . The Water heater is defective and needs to be serviced and reviewed by the manufacturer... The other resolution is for them to send me a new Hot water heater or pay for a new installation and give me a refund... Not Everybody keeps the receipts and some cases they are misplaced. I strongest suggest that the manufacturer sends somebody immediately or at least by monday 3 -24-25 To fix this faulty water heater. What good is a six year warranty When you can't send somebody to fix the heater. I even offered to pay for *********** technician and they declined. As managing apartments doing construction on many properties we have purchased 100s of hot water heaters and air conditioners.. If they don't show up and fix this heater We will never ever purchase your products again. You have until monday to respond and send a technician ... If not my next complaint will be at the department of professional regulation in the state of *******... Monday is your deadline Rheem!Business Response
Date: 04/11/2025
We apologize for any inconvenience Mr. ******** experienced with our product.
According to our records, one of our authorized service providers was dispatched to service the water heater.
If we can provide technical assistance or other assistance to you, please do not hesitate to call us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-Heater3Initial Complaint
Date:03/20/2025
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 have a rheem water heater which is in a cabinet outside my manufactured home. It was installed according the california Health and safety laws. One part of the law states *******. (a) (1) Nothing in this part shall prohibit the replacement of water heaters in manufactured homes or mobilehomes with electric or fuel-gas-burning water heaters not specifically listed for use in a manufactured home or mobilehome or from having hot water supplied from an approved source within the manufactured home or mobilehome, or in the garage, in accordance with this part or Part 2.1 (commencing with Section *****). It is only 4 years old and the pilot will not stay lit. I have a 6 year warranty but they claim because it was installed in a mobile home the warranty is only good for one year. I live in a modular manufactured home and I can replace my water heater with any heater. They sent me the parts to fix the issue but refuse to pay for the actual repairs. If It wasn't covered I shouldn't have gotten the parts and the reasoning as to why it's not covered makes no sense. They claim that the law doesn't allow this heater to be used in my home that I need a specific heater. The law doesn't say that. And now they're saying even though the water heater is outside my home the hot water goes into my home. This company is awful and customer service is horrendous. I want them to do the right thing and pay the plumber for the parts to be replacedBusiness Response
Date: 04/17/2025
We apologize for any frustration or inconvenience Ms. ***** experienced with her water heater.
Water Heaters for installation in a manufactured home/mobile home have specified constructional and performance requirements in order to be certified to CSA/ANSI Z21.10.1 and those water heaters have to be marked "For installation in a manufactured home (mobile home)."
The manual for Ms. ******* currently installed water heater clearly states that it is not suitable for manufactured housing. This information is also indicated on the water heater itself.
Also, the warranty has the following exclusions:
b) Damages, malfunctions or failures resulting from failure to install the water heater in accordance with applicable
building codes/ordinances or good plumbing and electrical trade practices.
c) Damages, malfunctions, or failures resulting from improper installation or failure to operate and maintain
the water heater in accordance with the manufacturers instructions provided.Therefore, Ms. ***** is responsible for selecting and installing the appropriate water heater for her home.
If you require any technical support or additional assistance, please feel free to contact us.
Sincerely,
Rheem *********************************** ******************************************* Division
1-800-HEATER3Initial Complaint
Date:03/20/2025
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.
Purchased Rheem A/C in July 2022. Already have a major leak that is going to cost approx. 3k to fix. Technician states that Rheem has a problem with leaks. ****** will guarantee leak fix for *****. If leak happens at another location it will be another 3k. So basically, we were sold a garbage unit that we paid over 10k for.Business Response
Date: 03/24/2025
Rheem will reach out to this consumer directly.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.