I have experienced the most disappointing customer service from such a reputable company like Rheem. We purchased the water heater from Home Depot on 12/19/2020 for our rental property in CA. Recently, on 6/2/2021, the water heater stopped heating the water. This is less than 6 months from our purchase.
We thought it would be a simple fix, like re-lighting the pilot light, but it wasn’t that simple. I proceeded to call Rheem customer service to find a technician who could help us with the issue. After several hours on the phone, on hold and with dropped calls, a customer service agent was able to help me determine the issue. A part needed to be replaced and Rheem would be shipping that over. Several issues with this solution:
1. Why couldn’t a local technician purchase the part locally and service us right away?
2. Why isn’t the part readily available at a big box store, like Home Depot, where it seems they only sell Rheem water heaters?
3. With Rheem customer service / shipping dept estimating 4-6 business days, our tenant would be out of water for almost a week. Why couldn’t the shipping be expedited as a courtesy since the water heater repairs were still under warranty?
Sure enough, the part took a long time to arrive to us and was even delayed. The package was not picked up from Rheem until end of day 6/3/2021 and did not arrive at our rental property location until 6/12/2021, 9 full calendar days (7 business days).
Because the part took so long to arrive, our tenant, who is a single mother with 4 young kids under age 12, was not able to have hot water. This is unacceptable for anyone living in the United States. We had to allow her to live in a hotel during this time. Therefore, we had to forego the rent she would have to pay us during these 9 days. We ask that Rheem reimburse us for the lost rent in the sum of $900 ($100 per day for the hotel).
Our family and friends have been long time customers of Rheem and have bought many products, including water heaters and air conditioners. We thought the reputation of Rheem’s products would be on par with your customer service, but that is far from the truth. We will be weary of purchasing additional Rheem products and will advise our friends and extended family to do the same.
We would also like Rheem to do some further investigations, since it seems this part has ongoing issues, and possibly recall this water heater product or part. A water heater should not break down in less than 6 months. I have now seen numerous bad reviews regarding your water heaters and your customer service. For a large reputable company, this is not how you treat or retain customers.
I purchased an eco net device to control my hot water heater while I was away. While the idea behind the product is good, Rheem just can't make it work! And what makes matters worse is that I read reviews that said just that. I should have know better. That's my fault!
I have been trying for about 6 months now to get this thing to work properly and all I get is empty promises from Rheem. They are always working on it But never get it fixed! They always have an excuse and never a solution.
I am away from home now and the first thing I'll do when I get home Is remove the device and return it for a refund on my $99. What a rip off!!! Rheem should be ashamed
They expect me to fix them and take the loss on them they will not pay labor only parts. Takes too long to get them to respond and my customers are getting upset at me when I am just the installer. The manufacture and the destributor have no stress once they pass on the deffective unit to the contractor and the customer they just want to cover the parts that are on warranty and the customer and contractor have to deal with the issue of the deffective unit. One month unit will break down or there have been instances where we have the unit delivered with no freon with a leak. They don't have quality control and because of their business practices they don't care once the unit is out of their hands, the contractor and customer have to deal with the problem. My company has lost thousands of dollars trying to make it right for the customer because the distributor and the manufacture just wouln't and if they do it takes months to get the problem resolved. Meanwhile the customer suffers and the contractor spends lots of time giving free labor to make it right. Fresno California
I have been doing business with Heating & Cooling for years. Throught the years I have purchased several units and I cama accross several that are deffective from the start. It is such a hazzle for us to get a new unit and I end up loosing a lot of time and money trying to fix a unit that I purchased that was deffective and the distributor Heating & Cooling Supply makes it really difficult to have an exchange. I just lost a few customers over the deffective units that I installed. Customers don't understand I am the middle man and I only installed them. I am not the one producing deffective air conditioner units.
I believe there is poor quality control from the manufacture and the distributor does not check the units and the contractor and the customer end up with the deffective merchandize which ends up being their problem and the manufacture and the distributor just walk away from the problem and expect the contractor to diagnose what is wrong with the unit and this is something that I don't think is right. Why should the contractor loose money and time diagnosing the problem for the manufacture and the destributor without payment. If we purchase a product we should have the right to return it and get one that works. It should not be our responsibility to diagnose what is wrong with the unit. We did not manufactured the unit we just purchased it. If I bought something that was deffective anywhere else I am able to return it without any issues. Now why is it that with this company I cannot return a deffective product? Why should it be my company's responsability to diagnosed the problem and fix it and why should the customer pay labor for buying a deffective unit from us.
I think there has to be some type of law that would make manufactures cover all expensives incured due to their deffective muerchansize.
Poor business practices and violation of consumer rights.
RHEEM Reviews
To whom it may concern:
I have experienced the most disappointing customer service from such a reputable company like Rheem. We purchased the water heater from Home Depot on 12/19/2020 for our rental property in CA. Recently, on 6/2/2021, the water heater stopped heating the water. This is less than 6 months from our purchase.
We thought it would be a simple fix, like re-lighting the pilot light, but it wasn’t that simple. I proceeded to call Rheem customer service to find a technician who could help us with the issue. After several hours on the phone, on hold and with dropped calls, a customer service agent was able to help me determine the issue. A part needed to be replaced and Rheem would be shipping that over. Several issues with this solution:
1. Why couldn’t a local technician purchase the part locally and service us right away?
2. Why isn’t the part readily available at a big box store, like Home Depot, where it seems they only sell Rheem water heaters?
3. With Rheem customer service / shipping dept estimating 4-6 business days, our tenant would be out of water for almost a week. Why couldn’t the shipping be expedited as a courtesy since the water heater repairs were still under warranty?
Sure enough, the part took a long time to arrive to us and was even delayed. The package was not picked up from Rheem until end of day 6/3/2021 and did not arrive at our rental property location until 6/12/2021, 9 full calendar days (7 business days).
Because the part took so long to arrive, our tenant, who is a single mother with 4 young kids under age 12, was not able to have hot water. This is unacceptable for anyone living in the United States. We had to allow her to live in a hotel during this time. Therefore, we had to forego the rent she would have to pay us during these 9 days. We ask that Rheem reimburse us for the lost rent in the sum of $900 ($100 per day for the hotel).
Our family and friends have been long time customers of Rheem and have bought many products, including water heaters and air conditioners. We thought the reputation of Rheem’s products would be on par with your customer service, but that is far from the truth. We will be weary of purchasing additional Rheem products and will advise our friends and extended family to do the same.
We would also like Rheem to do some further investigations, since it seems this part has ongoing issues, and possibly recall this water heater product or part. A water heater should not break down in less than 6 months. I have now seen numerous bad reviews regarding your water heaters and your customer service. For a large reputable company, this is not how you treat or retain customers.
I purchased an eco net device to control my hot water heater while I was away. While the idea behind the product is good, Rheem just can't make it work! And what makes matters worse is that I read reviews that said just that. I should have know better. That's my fault!
I have been trying for about 6 months now to get this thing to work properly and all I get is empty promises from Rheem. They are always working on it But never get it fixed! They always have an excuse and never a solution.
I am away from home now and the first thing I'll do when I get home Is remove the device and return it for a refund on my $99. What a rip off!!! Rheem should be ashamed
They expect me to fix them and take the loss on them they will not pay labor only parts. Takes too long to get them to respond and my customers are getting upset at me when I am just the installer. The manufacture and the destributor have no stress once they pass on the deffective unit to the contractor and the customer they just want to cover the parts that are on warranty and the customer and contractor have to deal with the issue of the deffective unit. One month unit will break down or there have been instances where we have the unit delivered with no freon with a leak. They don't have quality control and because of their business practices they don't care once the unit is out of their hands, the contractor and customer have to deal with the problem. My company has lost thousands of dollars trying to make it right for the customer because the distributor and the manufacture just wouln't and if they do it takes months to get the problem resolved. Meanwhile the customer suffers and the contractor spends lots of time giving free labor to make it right. Fresno California
I have been doing business with Heating & Cooling for years. Throught the years I have purchased several units and I cama accross several that are deffective from the start. It is such a hazzle for us to get a new unit and I end up loosing a lot of time and money trying to fix a unit that I purchased that was deffective and the distributor Heating & Cooling Supply makes it really difficult to have an exchange. I just lost a few customers over the deffective units that I installed. Customers don't understand I am the middle man and I only installed them. I am not the one producing deffective air conditioner units.
I believe there is poor quality control from the manufacture and the distributor does not check the units and the contractor and the customer end up with the deffective merchandize which ends up being their problem and the manufacture and the distributor just walk away from the problem and expect the contractor to diagnose what is wrong with the unit and this is something that I don't think is right. Why should the contractor loose money and time diagnosing the problem for the manufacture and the destributor without payment. If we purchase a product we should have the right to return it and get one that works. It should not be our responsibility to diagnose what is wrong with the unit. We did not manufactured the unit we just purchased it. If I bought something that was deffective anywhere else I am able to return it without any issues. Now why is it that with this company I cannot return a deffective product? Why should it be my company's responsability to diagnosed the problem and fix it and why should the customer pay labor for buying a deffective unit from us.
I think there has to be some type of law that would make manufactures cover all expensives incured due to their deffective muerchansize.
Poor business practices and violation of consumer rights.