Rheem Heating & Cooling Customer Service Issues

Our heating issue began on October 29th when the outside unit stopped working. After 37 days without heat, we discovered a faulty board. Breons Heating and Air swiftly replaced the board, restoring heat. However, a week later, the unit started making loud noises. Breons technicians diagnosed a faulty fan motor two weeks later. They realized a new motor required a new board for our modern mini-split system. Unfortunately, the initially ordered motor was incorrect, causing a delay. Frustrated with the slow responses from both Breons Heating and Air and Rheem customer service, we are still awaiting the correct motor. We've experienced various problems since the April [redacted] installation, including ceiling leaks and upside-down unit installation. Considering the damage to the unit during repairs and under warranty, we are hopeful for a new outside unit. Thank you.

We bought our new home in January, and the Rheem hot water heater was installed by the previous owner during the closing. When we tried to use the water heater, we suspected a leak in it. After our plumber came out and made sure everything was up to code, we expressed our concerns about a potential leak. The plumber advised us to monitor the situation, but the leak persisted. They confirmed the issue with you and replaced and reinstalled the water heater, which now works perfectly. We had to cover the cost of the reinstallation with our regular plumbing service, Integrated Plumbing, for $[redacted].25. Although they offered a reduced bill, we believe you are responsible for reimbursing us for this expense related to the faulty Rheem water heater. Please send a reimbursement check for $[redacted].25.

We are Faucet Doctor's Plumbing, a plumbing company based in Memphis, TN. Lately, we've encountered issues with Rheem water heaters in three service calls. In the first instance, a gas water heater we installed in Nov [redacted] failed in Feb [redacted], and Rheem replaced it. We are awaiting reimbursement for the service charges. The second call involved an electric water heater from Dec [redacted], deemed faulty by Rheem. Despite charging the customer for labor, Rheem did not refund us due to the purchase date. The third call, for an electric water heater we installed in Nov [redacted], resulted in us discovering a burnt cord connector. Rheem agreed to replace the tank, but we found out it was recalled when trying to collect it. Despite numerous trips and time spent troubleshooting, we ended up billing the customer $[redacted] for labor. We believe customers should not have to cover labor costs for defective products. Our business thrives on customer loyalty and positive feedback, and we hope for a resolution with Rheem that maintains our trust and relationship. Thank you, Faucet Doctor's Plumbing.

I have a 6-year-old RPQL-060JEZ unit that has been problematic since the beginning. It required a condenser unit replacement due to a coil leak initially, and since then, I have had to replace 2 outdoor fan motors, 2 control circuit boards, and most recently, the compressor failed and had to be replaced. Shortly after replacing the control board and compressor, the unit started icing up with a flashing 83, indicating a potential coil/ambient sensor failure. I have read online about issues with these sensors and the recommendation to use a new sensor, specifically Protech part number PD [redacted]. Dealing with all these problems has cost me around $[redacted] in labor, shipping, and uncovered parts. My HVAC service provider is Sheer Comfort in Fletcher, NC, reachable at [redacted].

I am extremely dissatisfied with the customer service I received. On March 7, our alarm detected alarming levels of carbon monoxide, forcing us to evacuate our home to avoid a potentially fatal incident. We followed the instructions provided after contacting your company and submitted a claim form on April 27 to have our defective water heater replaced. Despite reaching out via email on June 7, we have not received any response. We are still awaiting a $[redacted] refund for the plumber we had to hire to install the new water heater. The phone numbers on your website were unhelpful when I attempted to call them. If we do not receive a prompt resolution, I will have no choice but to escalate this matter further. Joyce F.

I bought a Rheem water heater less than a year ago, and found it to be defective. I attempted to use the warranty, but the team was unable to come and fix it. I was advised to have a local professional address the issue and then seek reimbursement from Rheem by submitting the necessary information, which I did in April [redacted]. I have provided all the required receipts. However, despite receiving emails from [redacted] acknowledging receipt of my documents and stating that my claim is under process with a usual turnaround time of 4-8 weeks, I have not received any resolution. I have maintained constant communication with the company via email but have not made any progress. Can someone please help me with this? The Voucher number is #VP-[redacted]. Thank you for any assistance you can provide.

Hello, I recently had a new Rheem heat pump and air handler along with a Honeywell thermostat installed in my house. My issue is, once the temperature is reached, the fan keeps running continuously even though it's set on automatic. It only stops when I turn off the system or lower the temperature. Even when I lower the temperature, it keeps running after reaching the desired setting. My previous Rheem system would turn the fan off once the temperature was reached, so this behavior is unexpected for me. I've tried to have the installers fix it twice without success, and it's frustrating to deal with these issues on a new system. I hope we can resolve this matter promptly. Thank you - LS

I recently bought and had your hot water heater installed. Unfortunately, it broke within the warranty period, and I opted not to return it immediately, hoping the company could fix the issue. Despite submitting the repair bill with the case number in September, I have been waiting for reimbursement for 10 to 11 weeks now. All my communication has been via email as contacting a live person at your company seems impossible. I have been informed that the reimbursement is processing, but today's email request for the bill again has left me unsure if my claim is progressing. I am eager to receive my refund promptly.

I am attempting to contact the corporate office regarding my Rheem water heater valve issue; it keeps going out and won't stay lit. I spent 65 minutes on hold, which was frustrating. There was a misunderstanding with the agent about being the secondary owner. I tried to explain that the plumber bought and installed the heater for me, and that I am the homeowner, not a secondary one. However, the agent already marked it as secondary ownership. Upon calling back, I was informed that the warranty doesn't transfer, even though there was no other homeowner involved. I purchased this water heater this year and urgently need a replacement part to relight the pilot. I have been without hot water for two days. The reference numbers for my request are Q[redacted]34 and ZG40S06EC34U0. Any assistance would be greatly appreciated.

Hi, I just set up my Rheem water heater, but I'm encountering a P1 error code and the water is only warm, not hot, despite setting the temperature to [redacted]. When I open the faucet fully, I don't receive the error, but the water remains warm. If I reduce the water flow, I see the P1 alert. This differs from my other tankless water heater, which operates without this issue.

I purchased a new 12-year warranted Platinum Gladiator 50-gallon electric water heater and had it installed. The unit started leaking immediately. Contacting a technician took around 5 hours spread over a couple of weeks. They insisted on a plumber inspecting the installation to confirm the issue wasn't on my end. After the plumber certified it was not my fault, it took about 6 months to receive a replacement heater and get a refund for the plumber's charges. The replacement water heater also began leaking right after installation. I have been unable to reach a human or even leave a voicemail. Despite resetting the ECO switch when the service alarm went off, the unit only worked for another week before the alarm went off again, shutting it down. No one is answering the phone despite all my efforts, which have resulted in a significant amount of time, money, and mileage spent over the past year trying to resolve issues with two premium water heaters that are not functioning properly.

Serial Number: Q[redacted]57 Model Number: Pro + G48 - 60N RU 60 My hot water heater's pilot would not light back in August [redacted] when it was still under warranty. Stuart Plumbing took a part, and Bob, the plumber, said he would order a replacement. I insisted that he contact Ruud for the replacement under warranty. Despite numerous calls to Stuart's, I was repeatedly told to wait. In December, I contacted Ruud and discovered that Stuart's had not ordered my part. With the help of Ruud/Rheem and Stuart Plumbing, the correct part was finally ordered and delivered. However, after its installation, the pilot still wouldn't light, and I was informed another part was needed, costing $[redacted]. I decided to sever ties with Stuart's as I couldn't wait any longer or bear the high repair cost. I had waited four months due to financial constraints and now intend to return the parts received via FedEx to my address at 46 Smithway Dr., Gretna, Louisiana, [redacted]. I realize I may be responsible for the first part's cost since it was installed by Stuart's plumber before being uninstalled by the second plumber who installed my new hot water heater.

The indoor blower motor is running continuously even when there is no need for heating or cooling. Initially, I turned off the unit and detached the thermostat from the wall. After restoring the power, the blower did not run. Thinking the thermostat was the problem, I replaced it. However, upon reattaching the thermostat, the blower started running again. I tested the sequencer, a 3x stacked sequencer, and all but one read (OL). Could this possibly be the cause of the issue?

We purchased a brand new Rheem split system for heating and cooling two years ago in January. Since the beginning, the system has been flawed, leaking Freon within a month of installation. The installer avoided us until the one-year service warranty expired, and the original seller has not been responsive. As a result, we are left without a working system, leaving us with no heat source for the winter. We are currently using a window air conditioner in two rooms while the rest of the house remains uncomfortably warm. The kitchen is too hot to cook in, and even taking showers is uncomfortable due to the heat in the bathroom. Despite two service calls where the installer could not locate a leak, they insist there isn't one, even though the system is currently empty of Freon.

Since having my home built in November [redacted], my contractor installed a 50-gallon Rheem water heater. Unfortunately, the pilot has gone out over 20 times. Despite the plumbing company replacing the control valve twice and adding a debris catch pipe, the issue persists. My contractor mentioned the challenge of finding a filter for natural gas, which hasn't improved the situation. During winter, I keep the pilot light on three natural gas wall heaters without problems. I've been informed by my contractor about new safety regulations making newer heaters sensitive to well gas. Although there have been cases of gas quality concerns, mine has no odor besides the typical burning smell. Please provide guidance on this matter. - Larry F., [redacted]. Text or call preferred, no email.

I recently purchased a new 2-ton Rheem AC system installed by Travis Crawford in Charlotte, NC for about $[redacted]. From the beginning, I've encountered issues with the system not cooling effectively, struggling to reach temperatures below 74 degrees even at night and 76 degrees during the day. Although the second floor requires a 1.5-ton unit, a 2-ton system was installed. Travis Crawford has attempted to assist, but the repeated visits from a repair technician who couldn't diagnose the problem have been frustrating. I'm disappointed in the service and lack of resolution. At this point, I am considering returning the system and requesting a refund. The situation is unacceptable for the amount paid, leading me to rely on fans to cool the upstairs. I hope to have this matter resolved promptly.

I am seeking assistance regarding a recent purchase I made of a Raypak Pool Heater from your company in June of this year. I reside in Pickerington, Ohio. The specific model is M5450TIE. Although I had the heater professionally installed, it malfunctioned after the first day of use. Upon contacting the warranty department, a technician was sent out to replace the control panel, a common issue with this model. However, after only two months, it ceased working once more. Despite repeated attempts to have it repaired, the communication with the warranty department and the assigned repairman has been challenging. Multiple promises for a fix have gone unfulfilled, leading to significant frustration and inconvenience. Having owned three pool heaters over the past two decades without encountering such persistent problems, I kindly request prompt attention to address this matter and uphold the warranty agreement. Thank you for your prompt assistance. Case # [redacted] R.S.

I need assistance finding the serial number for a RHEEM gas furnace model R924A070 that was installed at [redacted] Luella St, Pittsburgh, PA. We are having trouble confirming the model number provided and cannot locate the serial number inside the furnace. The furnace was installed in February [redacted] but has been malfunctioning periodically, including failing on February 3, [redacted]. Despite spending approximately $[redacted] on repairs, the issue persists, and we are seeking urgent help. I am assisting a relative who lacks computer access. Please contact me, Wayne, at [redacted] McGinley Dr, Glenshaw, PA [redacted]. My phone number is [redacted], and my email is [redacted] Due to the low temperatures, we have relocated her to her daughter's house as her home's temperature has dropped to 59 degrees. Your prompt assistance in resolving this issue is greatly appreciated. Thank you.

I'm seeking assistance for a family member's Richmond 6GR40PVE2-40 hot water heater with a Honeywell wv4460e2022 controller showing a blinking 8-4 sequence. A technician removed the ignitor and thermopile, leaving it missing. I've tried to locate a replacement burner assembly without success, using the details on the cover with the viewing window. I did find the Honeywell unit at Menards but would prefer to start with a new burner assembly. Once that's fixed, I plan to get a new thermostat controller. Any help is appreciated.

I recently had a Rheem RP14AZ60AJ2NA and matching air handler installation in Tampa, Florida. However, I'm experiencing issues as the unit seems to only be running on stage 1 and hardly ever shuts off. After reviewing the wiring diagram, I believe the 2-stage heat pump may not have been wired correctly. The defrost board shows a Y2 connection, which is missing in the air handler wiring that consists of Y, B, D, R, and C terminals. I also have a 10kw emergency heat strip. Could someone please advise me on how to correctly wire it for 2-stage AC and heat operation? Thank you. - NJM