Rheem
Reviews and Complaints

I have had 12 service calls on a unit installed 9/2020 that sat barely used for 1 1/2 years - the circuit board has been replaced within 2 weeks as it was improperly installed as well as other things on the unit have been replaced and "maintained"... It has been maintained and installed by HVAC ARS people.

I was told yesterday a slug fried the circuit board and it will cost me over $1800 + $550 for the repair after paying for a new ac heat unit less than 3 1/2 years ago - and a monthly maintenance/service fee - I am baffled at the *** treatment and most likely will never buy a Rheem product again. My last ac/heat unit lasted 30 years and only had 3 service calls in that time. Is it the product or the installation and who is responsible?

Homeowner Insurance doesnt care, will not cover ARS wont cover, Does Rheem stand by their product? HELP

HELLO,

I CALLED BECAUSE MY WATER HEATER WAS NOT GIVING HOT WATER. THE TECHNICIAN ASKED ME TO BRING A MULTIMETER TO START THE TROUBLESHOOTING.

SHOULD A RESIDENT/CUSTOMER MESS UP WITH ELECTRICITY, OR EVEN REMOVE THE COVER OF THE ELEMENTS?

I CALLED BACK WHEN THE HOME DEPOT SALESPERSON ASKED ME IF I KNEW HOW TO USE IT AND WARNED ME AGAINST EVEN OPENING THE ELECTRICAL PART OF THE HEATER.

WHEN I CALLED BACK FOR A TECHNICIAN TO COME OVER TO CHECK IT, I WAS TOLD THAT I SHOULD GET ONE BY MYSELF TO CHECK THE ELECTRICITY COMING TO THE HEATER.

I HAD TO CALL AN ELECTRICIAN WHO CHARGED ME $400 TO COME OVER THE WEEKEND TO CHECK IT.

IS THAT THE CUSTOMER SUPPORT THAT YOU PROVIDE FOR YOUR CUSTOMERS?

THIS IS NOT IN ANY WAY FAIR OR CONVENIENT.

I called Rheem customer service. Woman who I eventually am transferred to keeps insisting my water heater is a commercial sale, based on the serial number.

After 10 minutes of back and forth, she finally says, I can't help you because you won't admit "XXXX" is a business.

At this point, I lose my mind. "XXXXX" is my last name."

Rheem Rep: "I've never heard that name before and it sounds like a business name."

Me:"That's my LAST NAME."

Rheem Rep: "I've never heard that name before so I need to know what it says on your drivers license."

Me:"That *is* the name on my drivers license."

Rheem Rep: "I'm sorry, but I can't accept that's a last name. Are you _____? Or _____?" (Cultural/racial name)

Me: "What flippin' difference does it make whether I'm a _____ or not?

I could be a panda, a brick, or a very pissed off homeowner at this point. You have my serial number, registration, and model number. Truly, if I'm calling for customer service, I'm not interested in a conversation about my race, particularly when speaking with someone who appears to be a racist. That word in my culture is like using the "n" word or the "S" word for Latino's."

Rheem Rep: "I'm not a racist."

Me: "Using that word for my culture is a racially charged word.

It's a word only remarkably ignorant or racist people would use. Are you ignorant, or a racist? Either way, I'd prefer to deal with any other customer service person than yourself. Please transfer me to anyone else"

Rheem Rep: "I'm not a racist."

Me: "You certainly sound like one.

either way, please transfer me to anyone else."

Rheem Rep: "I won't allow you to call me a racist"

Me: "If the shoe fits...please transfer me to someone else."

This back and forth went on for 10 minutes with me asking if I'd do better hanging up and trying again. By this point, I'd been on the phone for nearly 45 minutes.

She finally said she'd transfer me "I'll transfer you, but I'm not a racist."

She placed me on "Ignore" for 25 minutes when I finally got picked up by someone in a different call center, who knew nothing about the Rheem Econet app.

We are now two weeks without the water heater working, because Rheem can't seem to get a Gladiator/Econet support person on the phone to us. We spent a LOT of dollars on a smart water heater that with the first power outtage, proved the negative reviews of Rheem are well-warranted.

Pretty worn out from these clowns, so we've decided to forego the smart features we paid heavy dollars to access.

After 9 more calls, we've learned the Econet team work bankers hours, no one can be reached.

They don't take requests for call-backs.

It's *very* apparent why Rheem has such terrible customer service ratings; they just don't care. Probably like the Ford Pinto: "who cares how many people we hurt so long as volume remains sustainable."

We've now gone to Home Depot Customer Care to see what, if anything, they'll do.