Rheem Manufacturing CompanyReviews of rheem.com

THIS IS THE WORST ITEM AND WORST EXPERIENCE I'VE EVER ENCOUNTERED. THEY WERE BOTH BAD, BUT THE CUSTOMER SERVICE OR LACK THEREOF WAS THE WORST OF THE TWO. WE'VE PURCHASED TWO RHEEM GAS HOT WATER HEATERS AND THEY BOTH MALFUNCTIONED WHILE UNDER WARRANTY. THE FIRST ONE WAS IMMEDIATELY REFUNDED AND REPLACED. THE SECOND ONE MALFUNCTIONED BACK IN SEPTEMBER 28, 2021. JUST AS BEFORE, WE CALLED THE RETAIL STORE, WHO REFERRED US TO RHEEM. WE CALLED RHEEM TWICE AND NO ONE ANSWERED. WE E-MAILED OUR REQUEST FOR HELP, AND RECEIVED NO RESPONSE. WE CALLED BACK AND REMAINED ON HOLD FOR 1.5 HOURS. WE WERE TOLD WE WOULD RECEIVED AN E-MAIL WITH INSTRUCTIONS ON HOW TO REPLACE THE HEATER. AS OF THIS WRITING, WE HAVE NOT RECEIVED IT. THE HOT WATER HEATER IS A NECESSITY, SO, PURCHASED A NEW ONE ON 9/29 AFTER RENTING A U-HAUL. ON 10/8 WE FILED A BBB COMPLAINT. RHEEM DID NOT RESPOND UNTIL 11/4. THEY ARE REFUSING TO REIMBURSE US THE THE COST OF THE NEW WATER HEATER AND RELATED EXPENSES. WE ARE STILL WORKING WITH THE BBB TO GET THIS CASE RESOLVED.

Summary: $1,500 water heater was declared a "lemon" by Rheem's tech support -- Rheem will not issue a full refund. I purchased a 50 gallon Rheem water heater (PROPG50-40N RH67 PD) from an authorized Rheem dealer, Johnson Thermol Temp Inc., Washington, MI. Unfortunately, the Wi-Fi feature, used to raise/lower the water temperature from a smartphone, never worked consistently. After a seemingly random period of time (a few hours to a week) the Wi-Fi conncection would drop, resulting in lukewarm-to-cold showers. During the next several months I placed many calls and invested dozens of hours of personal time working with Rheem's tech support. To prove my home network wasn't the issue I was required to purchase and install two different Wi-Fi extenders. Rheem/Johnson Thermal made several attempts to troubleshoot the problem. They replaced the Wi-Fi unit. They replaced the gas valve three times. Nothing worked. Unable to solve the problem Rheem's tech support declared the water heater a lemon (their words, not mine, case number 3137948) and told me to return it and Johnson Thermal would provide a refund. Johnson Thermal took the water heater back. A few weeks passed; no refund. After two more phone calls to Johnson Thermal and another week went by I received a partial, $700 refund. Attempts to discuss the refund amount with Rheem failed. I placed two calls to their warranty group. Both times I was told that "the manager was not available but would call back." Neither call was returned. Attempts to discuss the refund amount with Johnson Thermal failed. I placed a call to the manager -- it was not returned. A partial refund is not acceptable for a water heater that *never* worked properly. My expectation was/is for a full, $1500 refund.

I bought a top of the line $1,400 Rheem water heater from Home Depot. Home Depot when loading the water heater recommend I stand up the water heater and not lay it down. So I had a ratchet strap I threw over the top and winched it down tight until it was digging into the cardboard box and was sturdy. The box was green banded around the tops and sides, so I was under the assumption I was ratcheting down something solid. What I didn't know was that there was only 2 - 6 inch wide pieces of Styrofoam on the sides to keep the water heater centered. So what happened was, the top was not solid being just cardboard and ripped out going down the road and my water heater fell over my tailgate and out the back of my truck and toppled end over end down the road. The strap was still connected! Home Depot said they weren't liable after it left the store, I called Rheem, got transferred 4 times and finally was told, this is like when you get your groceries home and the bottom of the bag rips out, it's not the stores fault and the manufacturer didn't sell you a faulty product.... So I guess Rheem skimping out on their packaging to cut cost, screws the consumer in the end. Enjoy my money, because that was everything I had and I still don't have a water heater because I don't have the money.