Rheem Customer Service Complaints - page 2

Purchased a 40 gal Rheem Performance Platinum propane unit from HD back in 2017. Now 2022 the unit stopped kicking on to keep the tank at temperature. Called the customer service (CS) line and was helped fairly quickly by a rep after some diagnosis. Paid extra to have the part overnighted and thought all would be sorted. When the part arrived it came with an incorrect part. Having to call CS back and explain the situation, the new CS rep had no idea what I was talking about, and just opted to ship me a different part without confirming. When I called them on that they stated that the parts sent were indeed correct as that is what the computer listed. I had to re-state that what was sent would not fit or work as it was the completely wrong size. Luckily the new part was shipped again priority due to their screw-up on the parts. When it arrived and everything was put back together the problem still persisted. Would not heat the tank. I had to call back again and talk to CS and speak to another rep who also seemed to not have any technical chops or interest in the fact that it's been a week without hot water in the wintertime in my location. After asking for a next day shipping option I was told I would have to be charged, but I stated I never got the right part in the first place so as a courtesy it should be shipped next day. That unfortunately led for the rep to drag their feet and not create a label or ship it till 2 days after my third call back. I still don't have hot water and it's going into the middle of week two now. Frankly Rheem doesn't appear to care about the aftersale portion of their business let alone review the reps they hire or their parts system as a whole. Nobody around me services or stocks Rheem parts which I found to be odd, but now after reading other reviews here, I can see why. They are somehow trying to make their parts hard to get and only through their terrible CS line. When this HW heater ( if it ever gets repaired ) ever goes, it will not be replaced with a Rheem unit, it's not worth the hassle of not being able to get ahold of parts quickly and being at the mercy of someone who can barely read a technical document, let alone convey technical information back in an articulate manner. While the overall CS experience started off good, out of the 6 people I spoke to over the course of this process, 2 were genuinely sorry for the trouble, the rest were like cog's in a machine.

Our last hot water tank was under warranty for 12 years and lasted 15 years. That was great. We wish to buy a new 70 gallon tank. The warranty is now 6 years.Try to contact RHEEM. They want you to look on their site for an answer that may satisfy your needs.They sold the customer service dept.

I would NEVE PURCHASE REEM product ever again. The gas valve malfunction happened after 5 months of buying brand new. The took it upon themselves to mail the part and not to mention NO ONE CAN BUY THEIR PARTS SO THEY MONOPOLIZE THE MARKET. I'm in michigan so I've been without hot water for several days. I've called plumbers and even said just replace The Who damn tank since we have to wait a week for a part. Of course they said that's out of the guidelines of the warranty and if they send out a new tank I have to repay the 1700 we originally paid for installation. Me and my family are without hot water in MICHIGAN until fed ex decides to bring a part that we then have to schedule to get installed.

Worst warrenty ever!! New unit only lasted 3 yrs. Pouring water on bottom seal.

Faulty products just about died from carbon monoxide poisoning

I have never been so frustrated dealing with a customer service department. My tankless hot water heater has been giving me problems since the day it was installed. After numerous calls and try this, try that recommendations, we finally got it working. All issues were the result of parts failure. Here we are again, 2 weeks prior to warranty expiration and there's an issue. This time they told me to buy a volt meter and test components inside. I don't know how to do this! Totally ridiculous. Avoid this company and product line at all cost.. I've had it. I asked for a supervisor to which I was told none are working today - kinda like my water heater

Rheem water heaters are terrible. Do not buy

Bought the expensive Rheem Econet thermostat in order to monitor our home when we are in another country for the winter.
It is useless for that as every time there is a brief power outage, we have to be at the thermostat to reconnect the app on our phone. The company could update their software to provide an automatic reconnect. They will not do that, and they are not apologetic. Their customer support post purchase is entirely lacking.
Please do not buy Econet thermostat if you are looking for remote functionality.

Had a part failure on my Rheem tankless water heater. The water heater is still under warranty. I called first thing in the morning to get the correct part sent out. This was on a Friday morning. They wouldn't expedite the shipment and said 4 to 5 business days. Meaning out of hot water for a week. I paid to have them Next Day Air the shipment and the product still didn't ship that day. Shipping on Monday. Extremely poor customer service. I manage a customer service team and would be extremely disappointed if we treated our customers this way. Very poor Rheem. Please do better.

If you are considering purchasing a new HVAC system, do not purchase a Rheem. I purchased one in 2018 and have already had to refill it with very expensive refrigerant twice. The total cost of this has been in the ballpark of $2,500. This is a new system that should not require costly repairs! In the most recent case, the technician who inspected it took one look, found a hole in the intake valve and said "that's clearly a manufacturer's defect." So I called Rheem. What did they say, you ask, when I requested that they cover a portion of the $1,600 bill to replace the refrigerant that had leaked out through this clear manufacturer's defect? They offered to cover exactly $0 of the bill because they do not pay for new refrigerant. The loss of refrigerant was caused by their defect! Rheem's customer care is absolute garbage, as are their products. I will never buy another Rheem system, and neither should you.

Had to replace the first one because it leaked.Had to change the upper element after 11 months.I should send them a bill for instalation and desinstalation.Never again Rheem

They don't honor their warranty. I have a defective bearing in a circulation pump on my Hydronic Air Handler, and their excuse is my Tankless water heater is not Rheem brand. They couldn't explain the failure of a bearing in the pump. This is how they avoid warranty and try to get more sales of their product. My Rinai Tankless hotwater heater exceeds the specs of the Rheem

I bought a new water heater from Menards, it worked for a few days and pilot light went out a few times, rheem sent me a new igniter. Had it installed, same problem, then they sent me a gas valve that I had to pay a professional to install, was without hot water for 2-3 weeks thru this whole ordeal. Said they'd reimburse me, never have. Sent numerous emails submitting the requested paperwork until I was blue in the face, hours on the phone. Still no resolve. All they've done is ignore me after purchasing their product. Used to think Rheem was a good brand. Not anymore. Tired of fighting them, just let the money go. Wouldn't recommend Rheem at all!

Bought a hot water heater 11/21, quit working on 7/19/22. Their customer service is very poor. Dropped calls, constantly transferred and kept on hold for 30 minutes at a time! Can't get the part we need, can't get anyone to repair the thing, one company wanted us to wait until the end of August for a "specialist" with ventilation! My husband is now fixing the venting problem, the vent stack slipped! All this crap with their customer service and he ended up fixing it ourselves! WILL NOT BUY ANYTHING FROM RHEEM AGAIN!

Beware of Rheem HVAC systems. I had a Rheem HVAC system installed in my home on June 18, 2020. By June 8, 2022, the system stopped working. When the Tech came out, I was informed that the compressor was gone, not working at all. I was informed that the labor to replace the compressor would be $1,100. What, for a unit less than 2 years old. Ok, the Contractor was nice enough to give me a discount on the labor. When I contacted Rheem about a refund for the labor cost, they informed me they don't give refund refunds, that I would need to contact the Contractor, have the Contractor contact the Distributor, to request a refund. The unit I received in 2020 was defective, and Rheem refuse to take responsibility for their defective equipment. Please, believe the negative reviews about Rheem. It's true, they sell defective equipment, and refuse to accept responsibility. Please, stay away from Rheem equipment. Don't trust this company.

Rheem has extremely pool customer support and provide no support on previous models of home hvac's. Avoid this brand!!!!

I purchased a Rheem 50 gallon water heater and also a Rheem RHS32 water softener. The water heater is hooked up and fine so far however, when I opened the box for the water softener the first thing I saw was the RHEEM name plate, the small round one was UPSIDE DOWN and stuck off to the right of center not in the little indentation circle it is supposed to be in.
The next thing which really disturbed me is when I was putting in the 3 gallons of waterI stopped after 2 gallons because there was so much trash/junk floating around in the water that I had to disconnect the unit and take it outside and flush it out with a hose.
It would have been real bad had I continued filling it up with water and salt.
THIS TO ME SEEMS TO BE VERY POOR QUALITY CONTROL. I HOPE I DON'T HAVE MORE PROBLEMS WITH THIS UNIT.I SHOULD HAVE TAKEN IT BACK TO HOME DEPOT BUT YOU'RE INSTRUCTIONS SAY NOT TO RETURN IT TO THE STORE. MY RATING WILL BE A ZERO ON THIS WATER SOFTENER.
The serial number for the water softener is, RHS3221-22136-3301.
I would like a response to this complaint,I would not recommend RHEEM to anyone.

Called for warranty claim, I didn't have the receipt after several years. I had to go to the store where purchased and obtain a receipt. After getting receipt and calling back I was put on hold for 37 minutes and disconnected, called back and was on hold for over an hour. No one answered. I will try again tomorrow. I will never purchase a product from Rheem again!!

I paid over $3000 for Rheem 3 ton. Within 5 years, ac went out 2x. Just this week, of course part is under warranty but out of pocket was $600 for freeon and a few hundred labor. Technician says this is common for Rheem..Just jot fair!

beware! do not purchase a Rheem product...
Their customer service does not give a d____ about customers!!!
My experience has been pitful to say the least...

DO NOT PURCHASE from RHEEM! Buyer beware. I have had two Rheem water heaters. Both malfunctioned and required replacement. On the second replacement I was advised (and confirmed twice) by a RHEEM warranty consultant that I could upgrade and pay the difference for a tankless. Rheem did not honor and i am not out upwards of 1500.00. BEWARE. Their warranty is not being honored. I will be reporting to the Bette Business Bureau.

I Have Owned Two Rheem Tankless Water Heaters Over The Past Several Years. Having Experienced Both With The Same Poor And Non Existant Technical Assistance. They Do Not Or Will Not Respond To Requests For Trobleshooting, And No Phone Number Available On The Users Manual. They Have A Website For Technical Assistance, And You Can Fill Out A Form, But Guest What -they Will Never Respond. Do Not Ever Buy Rheem Products.

Rheem is a terible company. To save money they put cheap Chinese components that don't work in hot water heater. Mine broke after 6 months, contractor employee did not appropriate repair, 6 months later breaks again.
They did not issue recall although they know it is defective.
DONT BUY RHEEM PRODUCTS. THEY ARE JUNK

3 1/2 years ago I hade a water heater replaced that was 12 years old with a brand new Rheem. Yesterday, I had to again replace the Rheem due to the Water Tank Failure. While it was still covered under a limited warranty, the Partnership the have with The Home Depot is a joke. Warranty clearly states that if a tank failure occurs, a replacement will be provided. Bah! The only give you a percentage of credit towards the purchase of a new unit, which ended up costing me $513 additional. The Warranty does not mention anything about having to co-pay a new unit.

Home Depot just sticks to "That's what Rheem tells us to do, so they cannot help". I suggest partering with a better company that stands behind there products. After reading all of these messages, I now realize I am screwed once again as I replaced a Rheem with another because thats all Home Depot had that would work.

Stay away and pray for me that this lasts longer than 3+ years again.

Their customer service is rude , slow and lies about when items are shipping. They are uncaring and once you buy it the problem is yours not theirs.