Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I got a hot water heater installed on 1/21/21 for $1,755.00 with a one year warranty parts and labor. The heater went out on last Friday and I have been without hot water going on four days now. I called plum plumbpros and they told me it was a faulty part rheen put on their water heaters that was causing the problem. Rheen is sending the part to me in the mail but plumbpros are trying to charge me $300 to $400 to install it even though I got my receipt stating I have one year parts and labor. They are trying to put it on the hot water heater company rheen and rheen is saying they can feel out a form with the wholesale people they brought it from. I am stuck with a hot water heater that is not working that is less than a year old. I have been taking cold showers for three days now.Customer response
11/16/2021
The manager sent someone out and switched out the defective part at no charge. He was very professional and gave me a window between 2:00 p.m. and 5:00 p.m. The technician was at my house before 2:30 and was done before 3:00. I have ************* after 4 days of taking cold showers. I called him to thank him for sending someone out so soon. Thank you for reaching out to them and helping me out in this matter. I still believe Rheen should be held responsible for putting out defective hot water heaters. My installer said he has been changing this out all over the place. If someone is past their warranty date they will be stuck with paying to replace it. I was lucky I had two months left on my warranty. I talked to Rheen and they admitted that a percentage of their hot water heaters had this defective part. I thought you should know this because if this part go out again after my warranty I will have to pay labor to replace it.
*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. ↩
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
1700 Cumberland Point Dr SW Ste 15
Marietta, GA 30067
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.