Complain about a product or service

Rheem

Richard of Fort Pierce, FL March 18, 2010

Please be advised that I am requesting your assistance concering what I feel to be a defective GE/Rheem hot water heater.Also my licensed plumber does not accept Rheem’s answer of pressure issues for many reasons: First, there are no other pressure issues within the entire house. Second, all homes in the area have same pressure and I've discussed this matter with my neighbors, and the Utility Company and NO one else has reported pressure issues to the St. Lucie County Water and Utilities. I would hope that you as a company they would want to investigate this matter beyond a few pictures sent via the internet.

I've purchased a replacement, and this morning my licensed plumber installed the replacement. He again today called Rheem and stated that within his 40 years of experience he's only seen this happen once before, and it was on a much older model and make of hot water heater. Rheem ignored his explanation, and request for a Rheem representative to investigate beyond a few pictures.

We asked this not only for warranty issues, but for the safety of other consumers. I would think they (GE/Rheem) would want to investigate for their company's liability, and I truly feel I have a faulty and defective product. New hot water heater 298 & plumbing bill 182... old unit was under warranty until 3/2011. We received 0 from Rheem on a product they refuse to stand behind or investigate beyond a few internet pics!

You have been sent numerous pictures of our defective hot water heater. As you can see from the photo the bottom of #1102B24278 has expanded from the bottom causing the cooper tubing to actually be lifted up. I have been trying since Friday March 12 to seek resolution. Today at 2:45 pm my plumber spoke to Jose, ands since that time I've been calling (cell phone usage ) and emailing pics today alone for 2 hours, not to mention paying for a plumber. I would appreciate your assistance, before the pipes burst and flood my garage ands/or house.

Beth of Clute, TX March 17, 2010

We moved into our home in December 15th, 2003. We had the home built and had 2 hot water heaters intalled - one for the kitchen and laundry and 1 for the bathrooms. Both were Rheem 40 gal. with 6 year warranties. In Nov of 2008 the first one failed. Water poured out of the vent on top of the tank. Rheem authorized a replacement tank but I had to pay over 200 for the installation.

Last week, March 12, 2010 the second failed exactly as the first one, with water pouring out the vent on top of the unit. I called Rheem as the unit is only 3 months out of warranty. They refused to replace the unit unit under warranty and would not acknowledge a manufacturer defect. Which I believe is the case. Both units have a manufacture date of Feb. 2003. They insisted that it was my fault as I had not had an annual inspection of the anode rod.

They were arrogant and rude and refused to investigate the possibility of a manufacturer defect. Rheem has lost a customer and I would certainly not recommend their product to anyone else. They do not care about the consumer. No physical damage to my home as I had overflow lines installed. However, I have paid 200 for installation of a replacement in Nove. 2008 and will now spend over 600 for the purchase and installation of a new water heater.

Brenda of North Augusta, SC March 11, 2010

I purchased a Rheem heat pump in May of 2008. All summer I had no problem with the air coditioning, but, as soon as I started using the heating system, I had problems. I called the original contractor that installed the system, E. Wrenn Heat/Air, Scott M. He tryed several times over the winter to fix the problem, to no avail. My problem was that the external fan was making a terrible rattling sound and I kept getting a horrible smell through the vents (dirty sock syndrome).

Finally after consulting with a local Rheem tech., they came to the conclusion that certain parts needed to be replace. After weeks of waiting and several phone calls about it, I was told by Scott, that he couldnt get cooperation from anyone and they kept telling him that the part hadnt come in. By this time winter was over, so, I decided not to push the issue right now, because even if they did fix it, I wouldnt know til next winter when I used he system.

Of course by the next winter, around November 2009, the problem started again. Again I called Scott. He again tryed to look into the problem. Very shortly after that, my external fan totally quit working and nothing but ice cold air was coming through the vents. The only way I could get heat was to use the emergency heat strips. I knew this would run my electric bill up, but, I had no choice. By this time I was dealing with Rheem directly. Problem is they kept giving me the run around and putting me off. Meanwhile, my electric bill more than doubled, of which I cant afford to pay.

Finally, now that this winter is about over, on 2/17 they had another contractor to come out and replace the parts that they thought was causing the problem. Everything worked fine until 3/3, when I started having the same problems that I had originally had. I, of course, called David the next day, no answer, as usual. Finally got him on 3/5, and he said he would have the new contractor get in touch with me right away to come back out. Another week went by and no word from anyone.

Finally on 3/11 I called David. He returned my call app. 5.30 pm. He proceeded to tell me that I had two options. Either let Brian come out again and check things out and they would pay for that, or they will replace the system, but, I would be responsible for getting and paying someone to install it. I agreed to let Brian come out for now, but, it is not acceptable that if unit needs replacing that I have to pay a penny more to have it installed. I dont have that kind of money. I need someone to completely fix the problem now.

I also has talked to David about getting some compensation on my high electric bill, but, he told me that there was no way they would do that. Again, not acceptable. My electric bill would have never gone that high if I had had a system that worked properly. Its not my fault that their system was faulty. I think they should be held responsible.

Cindy of Madison, TN February 23, 2010

My parents had a Rheem 3Ton 10 Seer Pkg. H.P., MN RQKA-A036JK015-541, installed By Kimbro which is now Interstate AC on 12-30-03. This unit is 7 yrs old. and were told it needs to be repaced. They Pd. 4,397.00. My father has passed away Nov.-09. My Mom and myself are very unhappy with this product. People should get more than 7 yrs. out of a new unit.

My Mom noticed it was cold in the house and then she noticed it was running all the time. Interstate told us the compressor had leaked out all the freon he supposedly patched it and filled it with freon and charged 275.00 Feb.5, 09. A week later my Mom noticed it was not shutting off again and cold. Interstate said she needed a new unit.

Got second opinion from another company they agreed it has to be replaced. For two months her light bill was three times what it normally is. Which is great sinced she doesn't have any income coming in yet due to my father's death. She will have to buy new unit out of her savings which is what she is currently living off of.

Brian of Fountain Hills, AZ February 11, 2010

I purchased and installed a Rheems Water Heater in Jan `09; it had a 12 year warranty. Last month (Jan) the unit leaked and caused 400 in water damage to a shelf in my garage. A plumbing contractor hired by Rheems to handle warranty matters, determined that the leak came from the water heater (it leaks only when it's on and the water is heated), and repaced the defective unit with a new one; he took the old unit away. I've requested payement of 400 from Rheems insurnace carrier, Esis, but Karin, the adjuster has refused my claim on the grounds that I have not shown that the leak was caused by the water heater. She did offer a reduced amount 200 to settle, which I refused. I am now considering filing a small claims suit.

Michael of LittleFalls, NJ February 6, 2010

Had a 12 year 50 gallon water heater installed in 2006. # years later the tank goes flooding my finished basement and creating a mess. I called the number on the waterheater, gave them the serial number and they said no problem go to home depot and exchange it out, wow i thought great. So i contacted Rheem with a bill from the plumber to unhook the old waterheater and install the new one and to and from travel for the exchange. I sent the bill in figure haveing the rug shampooed and the cleanup and throwing out water/rust damaged stuff and the told me a 12 year water heater is 1 year parts and labor and an 11 year prorated exchange policy unless you have pictures of the heater , were the seam burst on the tank and an engineer do an analysis proving the product failed.

You have to be kidding me. Went to the BBB with it and Rheem basicly said its your problem not ours. Their are so many other companies out their that will stand behind there product not like rheem. If you like on the better business bureau they have hundreds of complaints and dont think they need to do anything about it. Do yourself a favor do not buy Rheem products unless you are looking to have a headache!!

Amy of Millersville, MD February 4, 2010

New Rheem hot water heater installed October 2006. In Jan. 2010, just over 3 years later, it stopped working. When it first broke we contacted an authorized service provider and also called Rheem to see exactly what was covered under warranty, and were told we needed to diagnose the heater with device from a home improvement store, report results and they would ship us the correct part. This was such a strange way of handling warranty repairs we assumed that maybe we had reached the number authorized service providers use to resolve warranty issues. As an end consumer with no expertise in the area of plumbing or gas and given that improper DIY repairs of this nature could be devastating, we should simply work through our Rheem authorized service provider.

Service contractor has ordered parts TWICE and TWICE has received the WRONG part from Rheem. Service provide has given Rheem the correct part numbers and information but Rheem continues to send the wrong part. This is the fifth day without hot water. I will NEVER buy another Rheem water heater again as long as I live and I will tell every single person I know to do likewise.

CYNTHIA of Marietta, GA January 15, 2010

In response to e-mail concerning publication of complaint: "At this time, we are looking into a condensation problem with a part of the water heater that may have loosened over time. Please wait for publication until we have the final word. "

In any event a company representative from the manufacturer, Rheem, made no effort to help us troubleshoot,told us we needed a new heater, and discouraged a second call to Home Depot. Home Depot's representative demonstrated excellence and thoroughness in customer service and referred us to GE. GE's troubleshooters are now making every effort to help us with the problem. In fairness to General Electric, again, please do not publish until we have a final result. We will be in touch so that we can make a final report.

CYNTHIA of Marietta, GA January 14, 2010

The water heater that came with my home lasted for 26 years. I installed a Rheem water heater to replace it. It has to be replaced after only 6 and a half years.

Curt of Phoenix, AZ December 21, 2009

We purchased our home in Arizona in 2004 and had the water tank replaced in 2005 under our home warranty. As it was replaced at no charge we didn't get a receipt but did get a copy of the "Consumer Product Ownership Registration" and a copy of the Water Heater Warranty.

I called Bob this morning with my request for "in-home" service as stated under the 6 year limited warranty where customer pays for the parts and customer pays for the labor which I attached to an email. He said I needed to get a multi-meter, test which part was out. He suspected it was either a heating element or the thermostat. Once I used the mult-meter and diagnosed I was to call him back and they would send out the part I needed for me to install. He said they only provided warranty service by shipping out the parts and would not cover the parts under warranty if a service tech came to our house and replaced the part?

As we are at our vacation home only until after Christmas, doing my own testing and ordering the part makes no sense and we would probably be gone by the time the part arrived and be outof water for several days. I read this warranty language stating that they paid the parts on in-home-service to no avail. He kept saying that in-houme-service parts replacement is only available during year one regardless of what my warranty says it doesn't work that way. I have called a local repair place and will have it repaired today and will be sending them a copy of the receipt so they can honor their writeen warranty agreement.

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