Consumer Complaints and Reviews
I purchased a Rheem Air Conditioner in 2010. I have replaced the compressor two times and now the coil has blow out. My air conditioning company came out Sunday and removed the cover and the whole inside was covered with oil. It's still under warranty, so they ordered a replacement coil on Monday and I received a call today that it is on back order from Rheem and they don't know when they will receive it. I called Rheem customer service and was told to call my service company and have them call a district supervisor. I live in Florida and it is getting a little cooler (80's during the day). It's still hot without an air conditioner. I've been reading other reviews and it seems that I'm not alone. THIS WILL BE MY LAST RHEEM PRODUCT.
Rheem is horrible, if an HVAC contractor tries to sell you one get rid of him as well. I installed 3 units at my house in 2012 and after a year I had to replace an evaporator coil on one unit. After 2 years all three evaporator coils were leaking and need to be replaced as well as numerous other problems. Rheem covers parts but not labor, every visit has been at least $500. The comfort control 2 (Rheem Thermostat RHC-TST551CMMS) is not programmable to a laymen, they don't give you a manual. Try to find any information for Rheem online other than to fix one or buy one. There is none, they sweep the internet so you call the repair facility nearest you so they can come out and charge you to repair it.
An out of town family member who owns an HVAC company relayed to me that they are the least dependent and he loves them. Rheem has washed their hands to even talking to the consumer as well. Try calling Rheem, good luck. They tell you they have never had issue, they're not even sure they make AC units if you have a problem. Try looking for manuals on their website, there are none. Not even to program the thermostat. They throw codes constantly and guess what, call the technician to reprogram it's $100.00 plus to visit and $$$ to fix it, that's if they are telling you the truth. The company has had issues with all of their products from water heaters to AC units and they deny ever having an issue. They are unscrupulous and their product is pure junk. I would go on but, it's not worth it other than to warn you, a $20K home improvement has become a total liability.
Bought two units. One failed 11 months in. I have spent days and hundreds of dollars replacing what they told me. Every-time, to find out it wasn't that. I even got up to a level 3 supervisor. Worst support in history. They are doing everything they can to not pay for a repair. I'm done with them at this point.
Purchased a 40 gallon Rheem gas water heater June 2013, and as of Sept./Oct. 2016, it has already developed a bottom leak. The room is dry climate and in all the 40 years that I have had water heaters in this room, never once did I have a unit that developed a bottom leak. Rheem is apparently garbage these days. Not recommended.
I purchased a high end water Rheem water heater less than a year ago. This morning I had no hot water. I checked the circuit breaker and the reset button on the unit itself. NOTHING. I called Rheem and they said they'd send a replacement part on Monday--today is Saturday. This is not the 19th century. The fact that this unit failed in less than a year and the fact that I have to wait three days for a part is ludicrous. I should have heeded the poor reviews on this product.
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Bought a new electric water heater. The 40 gallon professional series from Home Depot. I am a maintenance man for a living and have installed several water heaters with no problem. Got this one home. Put in new breaker. Installed heater. Never did get hot. Called the number on tank and went thru a checklist. The tech talked me thru and decided the thermostat needed to be replaced. They sent me a new one installed. It same thing doesn't work. Called Home Depot and they delivered another new water heater. Took a $100 dollars off the price. Installed the second one and it doesn't work either. So now I'm taking it back to Home Depot and going to purchase different brand. Second time this summer I have bought a major appliance from Home Depot and encountered problems.
Rheem Heat Pump installed 4 years ago (2012) has been nothing but problems. Three (3) times for a board, once for Freon, and now for a contractor. Serviced (5) times in (4) years. Do not buy heat pump because compressor runs year round.
I purchased a new unit July 2010. Last year it was low on freon and the unit was charged, no problems could be found. Had the same problem, twice this year. The second time around they found that the oil was leaking, a common problem with unit. The standard warranty is 5 years, but if you register the unit, which I am sure I did, but Rheem doesn't seem to have any record of it. So here I am at 6 yrs and 2 months with a failed unit, on a problem is very aware of and they are very unwilling to do something about it. They said if I would have registered the unit, which I did, they would cover it for 10 years, not 5 years. Basically they are counting on the consumer not registering thinking most problems won't show up in five years so they don't have to stand behind their products, especially on a known problem. A strategy that helps the bottom line, but certainly screws the consumer.
My recommendation, is never buy a product from these people. I bought this one because I had previously purchased their products, and had no problems, but it appears the company's commitment to customers no longer exists, even when this is a problem admit happens. Look elsewhere for your next heat and air unit. Very dissatisfied and disappointed. Thank you.
At 5 years, the Rheem A/C evaporator coil failed, IE is leaking coolant fluid, aka freon. Fortunately it was still under warranty and I received a replacement coil (copper, which is important; stay tuned), although it cost me $400 for labor as well as about $300 for freon recharges before the replacement. Now, two years later the replacement is leaking. My A/C service company told me that Rheem has a class action suit against them for knowing that the copper design was not compatible with the newer R-410A higher pressure fluid and that they've known for years that they leak, sometimes after less than a year.
We checked with Ferguson (wholesaler) and they said the replacement was not covered past 1 year. So now I'm faced with having to pay an additional $1500 or so for a replacement coil (which will be made of aluminum and "not" be made by Rheem). This should not be and if Rheem was a company who cared about its customers they would take care of this. Needless to say I'll never buy or recommend Rheem again.
We bought a new Rheem heat pump and air handler. 2 months after the 12 month warranty expired we had to have the unit recharged and again 13 months later. We are responsible for the recharge costs along with the labor cost to replace the faulty coil. Rheem knows this is a faulty coil but will not cover the labor. Also the coil in the air handler is leaking and I am concerned about the dangers of my family breathing this for 2 years. Rheem said they didn't think there was reason to worry. This system has been a disappointment from the start and I want everyone to know what a poor quality product this company makes. Don't waste your money on this product from a company that doesn't care after the sale.
2 new units end of summer season. Used 2 weeks then fall season arrived. The following season arrived and unit did not work properly. Contacted Ferguson in Chicago, they gave me the run around that it was impossible for compressor to not be working. We had it removed, replaced and pushed Ferguson to take as warranty return. Now, I only have 1 yr warranty and $300 additional repair bill because this was a bad unit out of the box. Regret my purchase some since I bought 2 3 ton units.
Purchased this brand new AC from my air conditioner specialist not quite 2 years ago and have had a few problems that make me NOT so happy. First it was the compressor failing which had to be replaced, under warranty. Great but the labor was not under warranty so that cost me $175 which doesn't sound like a lot but when you shelled out $4500 for a new AC just under 2 years previously it is a big deal. He installs that and puts some fluid that was recommended into a valve and off he went.
The AC worked for about 3 hours before it went bad -- froze up. He came over in the evening and looked at it, and said now it was the valve that he had gotten a service alert on. Although he put in some fluid as they described apparently it needs to be replaced again. That is under warranty BUT over $500 in labor and can't do it then. Will have to come back and do it. So $675 worth of work on a NEW air conditioner and 4 nights without AC in August in Florida. Had to move my pets out of the house with me for FOUR nights. Not good!!!
Had to replace our original HVAC which was 13 yrs. old. Went thru Home Depot and they suggested RHEEM and was installed by ARS. It didn't work right away, and I have to tell them that we were moving into a hotel since they guaranteed that it will be done within 24 hrs. or they will move us into a hotel. Well, they worked overtime the next day so they didn't have to move us. Installed August 2013 and we had cooling problems April 2016, HVAC repairer said low on freon, warned us that it might be leaking. June 2016, cooling problems again, same HVAC repairer came and said it was blocked drain and suggested we avail of their maintenance plan and we did.
August 22, 2016 cooling problems again. HVAC repairer came at night and concluded that coil has a leak and was 90% sure it was the coil inside because the outside unit coils didn't have any signs of leakage. For this visit we paid $177 labor and freon refill. So far we have spent $700 for the three visits. To replace the coil it will cost $500 plus and that is already with our membership discount. This RHEEM brand is a piece of junk and reading through all other reviews, I'm so mad that I didn't do my research and trusted the Home Depot specialist. The only consolation I have is that I took a maintenance plan so at least I get a 15% discount every time they have to do repairs.
It worked for one day then I had to call for repair, they shipped a part but they wouldn't pay for labor nor had a field service staff to help with. I had to pay for a plumber. 3 days later broke again and Rheem washed their hands off. Basically a brand new water heater that doesn't work. It is not on their radar for customer service. I will never purchase from them again nor I suggest anybody does.
Please don't purchase a rheem heating/ac unit. I purchased a Rheem unit in November 2014 and my ac unit has already gone out twice this summer. I have been dealing with this problem since April through August 2016. I have had an ac tech person come to my residence on several occasion trying to find out why my ac unit doesn't hold the freon that was put in come to find out it was leaking freon in the coil; the ac tech guy ordered a new coil which I had to pay for the shipping cost and after installation on the new coil it still leaked freon only at a faster level. The freon would go out after 24 hours of being put in the system.
I spent a $3500 on this unit only to be a piece of junk, save yourself the time and trouble on the product and don't buy at all. I have already emailed the company they called but no return call at this time. I don't understand why Consumer Affairs doesn't have this product or company pay for the problems it is causing if you read the reviews many people are going through the same problem. This company should not be selling products at all they are already in trouble for selling faulty water heaters.
I have a Rheem HVAC system. It is 6 years old. Furnace goes out every winter, AC goes out every summer. Although the parts are covered under warranty, I have to pay labor. Additionally, I have to sweat or freeze until it is fixed. Contacted customer support, no help or empathy whatsoever. Don't get RHEEMED by this company.
We had a few issues within the first year of operation with our water heater, tripping our breaker and electrician thought he figured out the problem with the unit, despite it being properly installed anyway. Last night upon returning from dinner we walked into our home full of an electrical burning smell. Through elimination the results were that our water heater had blown out its wiring on the front electrical panel, as we could see black smoke all around it and coming from the unit. The breaker had fortunately already tripped from the over load, but we turned it off and cut off the water supply as a precaution.
We immediately contacted one of our electricians that is used for our company. He arrived today (following day). I contacted Rheem and the moment they heard the model number, he said, "Take it back to Home Depot immediately and they will replace it for you". After further investigation I discovered a recent total recall was issued for more than 54,000 units sold exclusively at Home Depot from 2014 to 2016 all for the same problem. Almost 300 reports have been made and one involving more than $5500 in damage.
Our hot water heater went out and our plumber installed a new one. It would not continuously heat water. Got it traded out for another. Same Problem. For 2 months now, I have to go clear down stairs and reset the system for it to heat water. Now Rheem authorized another plumber to come out and diagnose the issue. The new plumber is saying we need to rip out our 2 inch vent pipe and put in 3 inch vent pipe. Why would we not be told up front this system requires 3 inch versus the 2 inch that houses only 10 years old or so all have!!!
I bought the Performance Platinum 50 Gal. Tall 12 Year 36,000 BTU ENERGY STAR Ultra Low NOx Natural Gas Water Heater from Home Depot. Use rush professional service installed 2AM in the morning hoping it will work and provide hot water for us, then it doesn't starts. Called back to the number provided. Diagnose with the technician on the phone for 30 minutes and then told me that the igniter is bad and need be to replaced. THIS IS A BRAND NEW WATER HEATER BOUGHT FROM Home Depot. Then technician told me that she requested a FedEx next day delivery to deliver the parts to me and should come next.
It is a day after and I called back to ask for FedEx tracking number. I was told that the parts has NOT shipped and then just requested now. Apparently somebody there did NOT do his/her job. If I did not call today, it probably will not be sent out still and I have to wait two more days to find out the fact. Really really bad product and bad service. I don't know what I can say. In a hot summer, our whole family cannot take showers before go work and school. How can I trust their product and their service.
Very disappointed with Rheem ( 2-ton 15 Seer HVAC). After a 1 1/2, Unit leaked freon and wasn't covered by a warranty. Could not contact a customer service representative to help. This is me first Rheem, and it will be my last.
Rheem purchased 10/2014. First call started Spring 2015. Pilot light kept going out. Get up to go to work - cold water. Called Rheem warranty number which by the way are the most dismissive, unfriendly and disrespectful customer service employees l have ever spoken with. Their CEO and CFO should really try using their customer service department. My first call the employee said it must be dust or dirt. l ask why this never happened to my old less expensive water unit - no answer. Months later same pilot problem - doesn't stay lit. Second call girl tells me it can't be the unit. l must have a gas leak or something about cubic feet of air in my garage. She told me l would need to call my local Pacific Gas and Electric Company which l did. Everything was good .
NO GAS LEAKS and heater was in a space off the ground, with plenty of cubic ft. Third call l get a male employee. By now my unit is going out 2-3 times a week. He was the rudest one yet. They are sending me a new pilot ignition part, still not received. However even under warranty, it's up to me to find a contracted Rheem plumber. They couldn't even recommend someone to call. l ended up calling Home Depot which gave me a local number. If l was a buyer for Home Depot l would stop all purchases of any Rheem water heaters from my own experience along with all these other reviews. Home Depot is too respected of a company to sell this poorly made product, with employees who could care less about your customers. WAITING FOR HOT WATER serial # rhunm381412412 model # xg40t09hn3800. Rheem 40 gal water heater pd 10/07/2014.
We bought an Rheem 5.0 Ton air conditioner unit just 13 months ago. The compressor stopped working and even though the parts are covered we had to pay $600 for the labor. We are still paying for this unit and it only lasted a little over a year. The unit we had before (a different brand) lasted over 10 years before it gave us any problems. It doesn't seem fair that we had to pay that much money for labor when it is obviously a faulty unit. We live in Florida and it's the middle of summer, we can't live without AC so we just had to pay it. I will not recommend this Rheem brand to anybody.
Can't I get no stars? My water heater broke (leaking) after 5.8 years. It is still under Rheem warranty, so I called Rheem and they said I had to take the water heater back to where it was purchased to get credit or a replacement. I can't remember where it was purchase and I cannot even lift the water heater. My plumber is not willing to take the heater to where it was purchased without charging me the time which is substantial. So Rheem won't honor the warranty unless I bring the whole water heater, this makes no sense. In essence they are saying if I can't carry the water heater into the place it was purchased I can get reimbursed. What is that but a sham! I will never purchase a Rheem product again!
We purchased a RHEEM 4ton Heat Pump on 6/6/2011. In the 5 years we have owned this system, we have replaced the heat pump on 5/31/2013 and 10/13/2013. We have replaced the coil on 12/5/2015 and we have just been informed on 7/16/2016 that we need to replace the coil again. It is on order. Additionally we have had numerous repair calls for spot welds and recharging of the Freon. It has been a nightmare owning this system. I would discourage anyone from purchasing an HVAC system from RHEEM manufacturing. The warranty implies or leads to an expectation of a reliable product. However this is not a reliable product. We purchased our unit through ESP Services Inc. This company has suffered through this with us. They have been stalwart in attempting to keep this system operating. I truly regret purchasing this RHEEM Heat Pump.
I have RUUD tankless water heater (Model # RUTGH-950VN). On June 25th, 2016, it started leaking continuously. Since customer service was closed for that day (8:30 PM), I called the customer service on the following day! As soon as I told them that the water heater is leaking, they told me to send them the photos of the water heater before any further assistance. Once they received the photos they told me that I have to take the water heater to the dealer, from where I bought it. Since it was under warranty, I'll get a new one from the dealer. On June 27th, my plumber took it to the dealer. Since that model was not in stock, the dealer told me that it will arrive on July 1st, 2016.
But on July 1st I came to know that the tankless water heater will only be shipped on 10th July (!!), and the dealer will receive it on July14th, 2016. So I contacted the Rheem customer service to complain. They (a male) told me that they can't do anything about shipping. It is out of their control. I had not hot water for all these days. I waited one more week and again contacted the Rheem customer service on July 6th, 2016. This time a new representative (female) told me that it is unacceptable that I am waiting for the water heater for so long. She told me that the required model is in stock. Since we were expecting the heater by July 14th, there is no point in shipping one more heater directly to the customer. Resigned, I decided to wait for one more week (thankfully it is summer).
But July 14th came and went. Still no water heater at the dealer!! So I decided to contact THE CUSTOMER SERVICE again. This time lady told me that they never take care of the shipping and they can't if the heater has shipped from warehouse. I would never buy Rheem water heater again. Meanwhile I am still waiting for the new water heater from Rheem. I still don't have hot water at home and I have three small kids.
Pilot light on 2 year old 50 gallon water heater would not stay lit so had to call plumbing company that originally installed. After some piss poor diagnostics by the plumbing company, they finally called Rheem and determined it is the gas valve assembly that is faulty. Part will take two days to arrive. Although part is covered by warranty the labor is not so I will now have to pay $300 for the diagnostic fee and installation of the new valve on a TWO YEAR OLD water heater. Seems there have been numerous reports of this with Rheem.
Talked to Rheem. Warranty starts when it is made, not when it's installed. Woman tried to get an extension but man at GE that made the water heater said "No go, you cannot extend it." So, since it's 2 days past the date, I have to pay $300 for a new gas valve to be installed.
I had a new Rheem Classic Heating and Air Conditioner installed on 6-14-2012, or at least my Homeowners insurance did. After receiving 2 bids for replacement, my insurance company awarded the bid to a dealer who installed Rheem Units. The unit was a combo heating and air conditioner unit that sits outside, at the back of the house. It is a RRNL unit. It is a 2- 1/2 ton unit, which was the size of the one replaced. The old one kept our house cool in the summer and warm in the winter, unit it suffered hail damage that rendered it useless.
Long story short, the new unit has never worked right as it does not even come close to cooling our house. Of course our old unit had real Freon in it where the new unit uses the 410A stuff. Unit has already had to have compressor replaced, has already had to have Freon added once and needs again and a new fan motor. It is not even 4 years old yet. The fan on the unit runs continually and never shuts off in the summer. We keep the thermostat set at 72 and according to the digital readout, the unit never cools the house down to this point, thus running day and night.
I had to pay $200.00 labor to have the compressor replaced under warranty, which I don't think I should have had to do. When the fan went out a couple of weeks ago, I asked the installer/repairman if there was any recalls on this unit and do they ever get a LEMON in these. He told me no on both questions. I had to pay to have Freon installed, but the fan was replaced under warranty and he did not charge me to switch out. I am really dissatisfied with this unit and which I had my old one back, or at least this one replaced.
They will keep stalling on replacing your water heater until you give up and buy a new one because you need hot water. 12-year warranty tank, only 4 years old. Already had to replace the thermocouple 2 years ago. Second failure now only lets it give hot water for 1-2 minutes and it's out. Since this was not my first bad experience with a Rheem heater customer support, I just went straight to a plumber. They told me the tank needs to be replaced. OK, next day I call support, they want me to check a couple things and get back to them, fair enough. Call back 2 days later, they have no record I ever called so we start the entire process again, and they decide to send me a new gas control valve even though the first person I talked to said that didn't fit the symptoms.
2 days later I get it, and install it. Still broken, call back again, by now it's been a week without any hot water, and everyone in the house is pissed at me. They want me to run a water temperature test AGAIN for a third time, even though I'm already well aware the water gets hot... it just runs out in about 2 minutes. They want to send me another gas control valve, even though I just installed a new one they sent me that day. Which I wouldn't get until Tuesday since it's a Saturday. Refuse to allow me to trade it in for a new one, and the supervisor tells me it's clearly a plumbing issue since the gas control valve was replaced and I checked the dip tube and it's not cracked or broken. He tells me just like a water heater, parts can fail in plumbing.
My copper pipes can fail somehow causing hot water to run out quick? With zero plumbing changes? Yeah, OK, they clearly are just coming up with any excuse possible to not give me a working water heater. At this point I need hot water, so I give up and go buy a Whirlpool. Hey, I have all the hot water I want now, turns out my copper pipes didn't break in a fashion that sucks the hot water up. Shocker, it was the water heater. $750 down the drain on a new water heater because their support refuses to actually help.
I have a Rheem hot water heater, 50 gallon, that is still under warranty. On Friday 061716 I woke up to no hot water. After checking the tank we find out the pilot is out, so we re-lit the pilot only to wake up on 6/18/16 with no hot water again. We called technical support at Rheem and we were walked through a few diagnostic steps. The tech tells us it is the thermocoupler and that he can have one shipped out. We received the part on Tuesday, now 5 days without hot water, and we had it installed on Thursday. One hour after the pilot was re-lit it went out again and we were not able to re-lit. On Friday morning we call Rheem again and speak to a supervisor named Shakira. Before calling we had checked online and see that this issue we are having is happening to a lot of Rheem hot water tank owners out there.
Shakira was no help what so ever, all she could do was refer us to repair companies in the area that we will have to pay. She also tells us that the tech rep that we spoke to on Saturday really was not qualified to make a diagnosis of what was wrong with our tank. I was lucky enough to get a company to come out Friday afternoon at the cost of $297... The tech tells me that the problem is the gas valve which is very common in Rheem tanks. He even showed me that the valve he was replacing the bad one with had been re-engineered because the original valves were faulty. It seems Rheem has a pattern of sending out the thermocoupler part, even though they are very well aware that the problem is their Gas Valve. It seems to me that Rheem is WELL aware that there is a problem with their hot water heaters but refuse to stand by their product.
What has happened to customer service and making things right for the customer? I have also contacted a local tv station's consumer department to see if they can look into this. If more of us would call Rheem out publicly and go after them then perhaps we could all be reimbursed for our repair costs as well as help the next person out that goes through this. I was without hot water for 8 days and I have read that others have gone even longer. I would never buy anything from Rheem, as they have horrible customer service and they could care less about their customers.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
Rheem Manufacturing Company was founded in 1925 in Emeryville, CA. Today, it is the world’s only manufacturer that produces heating, cooling, water heating, pool/spa heating and commercial refrigeration products. In addition to their other products, Rheem specializes in central air conditioners for homes and businesses.
- Easy to find: Rheem is sold by independent contractors around the world and at retailers nationwide. Easily find an independent Rheem contractor or retailer in your area through Rheem’s website.
- Homeowner resource center: Rheem’s online homeowner’s resource center is the best place to find all the information you need on local contractors, financing, rebates and warranties for all of your Rheem products.
- Heart of Comfort (HOC): Rheem’s HOC program was created as a way to unify all of Rheem’s charitable giving across the continent. The program is committed to helping communities across the country gain access to home comforts, including heating and cooling. Find out about events in your area and how you can help through Rheem’s website.
- Tax credit information: The federal tax program can be confusing, which is why Rheem website’s thorough and step-by-step explanation of how they work is so helpful. Find out what products qualify for credit, what your limit is and how long you have to take advantage of the tax credits.
- Financing: Rheem works with Synchrony Bank to offer consumers financing options for their home comfort products. Consumers can enjoy features such as convenient monthly payment options, competitive interest rates and an open credit line for future purchases.
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