Travis H Mrm

Code 17

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Rheem customer service is the most inaccessible customer service I have ever attempted to use. The paperwork that comes with my water heater has no usable info to help with servicing the unit. Not to mention, my unit displayed a code 17, which does not exist on Rheem equipment.

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Loss:
$425

Preferred solution: Them to do better

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Pinetop-Lakeside, Arizona

Condenser unit not working

Rheem - Condenser unit not working
Rheem - Condenser unit not working - Image 2

Not resolved and not called back yet. The condenser fan motor does not show in stock anywhere.

Don't buy the 19 seer! Ridiculous that there is no support or phone number to contact...

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User's recommendation: Buy something else other than Rheem!

minerva d Fww

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Verified Reviewer

Misinformation and poor shipping time

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Rheem - Misinformation and poor shipping time
Original review Feb 04, 2024

The lack of urgency or care to the customer makes this company difficult to interact with. I expedited a part and it did not ship out!

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Loss:
$180

Preferred solution: Full refund

User's recommendation: Avoid rheem

Jodie B Ixv

Broken part that is still under warranty

I've never spoken to anyone. Can someone please call me?

Jodie Brook, 516-225-****. We had a brand-new unit installed in 07/2020. The thermal expansion valve broke and it's still under warranty. Serial number W24201****.

I have the receipt. Our company wants to charge us $2000 for labor to fix it. Is there something you can do?

We haven't had AC for the last five days and it's been over 90 degrees. Thank you, Jodie Brook.

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Loss:
$11800

Preferred solution: Full refund

Domenica Rdn

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Verified Buyer
| map-marker Great Falls, Montana

Is this concerned rust from leaky tank??

Rheem - Is this concerned rust from leaky tank??
Rheem - Is this concerned rust from leaky tank?? - Image 2
Rheem - Is this concerned rust from leaky tank?? - Image 3
Rheem - Is this concerned rust from leaky tank?? - Image 4

I was told that this was rust from a leaky tank, The water heater stopped working. They said that the tank was leaking.

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Michael G Aeg

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Verified Reviewer

Issue with less than 2 year old ac unit.

The fan in my Rheem AC compressor needed to be replaced; the compressor was less than two years old (installed June 2022) and used sparingly for the first two summers. Rheem offers a ten-year warranty for parts but only one year for labor.

It cost me $350.00 in labor to replace the fan. Rheem did nothing for me regarding the labor cost.

My last system was a Lennox, which lasted 28 years with no problems, only requiring annual tune-ups. It looks like I should have bought another Lennox.

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Loss:
$35000
Pros:
  • Cheaper than lennox
Cons:
  • Horrible longevity

Preferred solution: Price reduction

User's recommendation: Avoid Rheem AC systems

Janyla Jtj

Find seer numbers for equipment purchased

Tech support representative,Ian, was so helpful and professional in dealing with this novice. He was patient and explained in terms I could understand.

An amazing accomplishment considering my lack of knowledge of the HVAC universe. Outstanding!!!Hope you

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Pros:
  • Obviously tech support personnel
Cons:
  • None at this time

Preferred solution: Called for information on recent purchases

User's recommendation: Hope other folks are lucky enough to get Ian

jennifer s Qcf

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Verified Reviewer

DEFECTIVE PRODUCT

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

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Loss:
$13000
Pros:
  • Works great when it works
Cons:
  • Doent always work and is requiring way too many service calls

Preferred solution: Price reduction

Anonymous
map-marker Dover, New Hampshire

Water heater leaking from element

The heater I put in 2 weeks ago has a leak around the element and I want to know who is going to pay me to replace it?

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Resolved
Wade B Vhj

Resolved: No customer service after the sale they do not care and will not stand behind their warranty

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Updated by user Apr 18, 2024

Rheem doesn’t give a damn about there customers I will never have another rheem product!

Original review Apr 03, 2024

Customer service said to bad we will not warranty the items! I asked them why and they said because they have no records on the machine even though it was there technician that installed it.

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Loss:
$2500
Cons:
  • Will not stand behind their products or promises

Preferred solution: A a/c unit that works and doesn’t need to be worked on two or three times a year

User's recommendation: Buy any brand but Rheem

Anonymous
map-marker San Jose, California

New AC installed making noise- contractir does not want to fix

Still waiting for the Phoenix Heating and cooling company to fix a brand new Rheem AC installed by then, because they damaged and they dont even know how to fix it. The installation is very poor, I insisted to come back get it fixed, they came and still not fixed correctly and now is the 3rd time that they will come.

Due to poor Rheem licensed dealer I will never by again Rheem. Rheem should be more careful when they choosing thier representatives, the destroy their brand.

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User's recommendation: Run away from Rheem

Samir M Bdw

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Verified Reviewer

NON-PROFESSIONAL TECHNICAL SUPPORT

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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.

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Loss:
$400
Cons:
  • Poor technical support

Preferred solution: Full refund

Anonymous
map-marker Houston, Texas

Water heater doesn’t work

I call the warranty department they say they will send a part is been three weeks I dont receive the items and I been showering with out hot water very frustrating I dont get it. Try to take a shower with cold water for three weeks see how you feel

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Douglas S Xxz

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Verified Reviewer

Racist, obnoxious person

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Original review Dec 30, 2023

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.

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Pros:
  • Seems to be a decent product
Cons:
  • Customer service is horrid
  • Product lost value with power outtage

Preferred solution: I'd like to get my Gladiator re-connected to my smart home as it's heavy-travel season.

User's recommendation: avoid Rheem, unless it's an extremely basic, cheap "Gotta have" water heater

Anonymous
map-marker New York, New York

Can not get parts locally have to order and then it takes way to long to get the parts

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Have parts local could not find parts locally had to order and it took over a week my customer not happy. Not sure I would by another product after this ordeal

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User's recommendation: Maybe