Business Profile

Water Heater Manufacturers

A O Smith Corporation

Complaints

This profile includes complaints for A O Smith Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

161 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a water heater and had it professionally installed on 6/12/2025. Serial and model number are *************, GS6-40-BCS 400. My unit initially has 6 year warranty and this is what is reflected on the warranty check tool. However, my plumber indicated that this is a 10 year warranty as indicated on the 4 year extension tag affixed to the unit. I called to the support line and after submitting the requested documentation, I was told that the warranty will indeed be for 10 years. However, the business is neither willing to update the warranty reference too nor provide me an email confirmation of the warranty expiration. When I requested either, the representative hung up the phone on me. I would like BBB to help me to obtain the confirmation that my unit indeed has 10 year warranty. I need to provide this confirmation to my HOA. The company's case number is ********.
Business Response
Date: 06/17/2025
We're sorry to hear you've been having trouble.
We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 06/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business reached out to me as promised on this complaint and confirmed the 10 year warranty window which was exactly my objective.

Sincerely,

****** ********
Initial Complaint
Date:06/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought two A.O. Smith hot water heater on March 27, 2021. The hot water heaters were professionally installed on April 1, 2021. In May 2025, both hot water heaters' gas control valves started to leak gas. We called A. O. Smith. They offered to ship two new valves. We were required to pay for the shipping charge of $22.98. The new valves were replaced on May 30, 2025. We paid $339 for the labor of valve replacement. Both valves started to leak. We called ********************** for the third time. They wrote down that the gas leak was at the same spot of the gas control valves as the prior leakage, except the new ones leaked worse. We called A. O. Smith again. They offered to ship more new valves. We refused because the new valves could be worse again. A. O. Smith offered to take the hot water heaters back. However, there would be no coverage on any labor fee we paid, even the gas control valves they sent were defective and started to leak right after installation. We paid approximately $1370 for the hot water heater installation and $362 for the defective gas control valve shipping and installation. We got 4 years of use out of the two hot water heaters with 12 year warranty. We are seeking a refund for the $362 shipping & labor cost of the defective valves and refund for the $1370 installation fee. We spent hours on the phone with several A. O. Smith representatives. We took time off from work to have the defective gas valves installed and had to call the gas company immediately after to check for gas leakage again. (We called NW Natural on May 30, 2025. We were told the gas smell could be from the residue of the prior leakage. The smell did not go away. We called again on June 11, 2025.) A. O. Smith case number: ******** and ********
Business Response
Date: 06/17/2025
We're sorry to hear you've been having trouble.
We are reviewing our files, and we will reach out to you.
Initial Complaint
Date:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new hot water heater from our local Ace Hardware. After in use for 6 days, the heater stopped working, our water was cold. The hardware store told me to go through the company for a resolution. I called Reliance and they informed me that I would have to hire an electrician to evaluate the heater. A licensed electrician came to service the hot water heater and found that the thermostat was inoperable and that one of the electrical outlets did not have enough voltage causing the heater to fail to heat the water. Therefore he deemed it a broken hot water heater. I called the company back only to have them tell me that they will not replace it and that I have to call and pay another fee to have the electrician come back again, to do an on phone evaluation/trouble shooting with the company themselves. The company only pays up to $100 for the work and Im already in it $400 in repairs. I cannot afford another electrician bill. This is unacceptable. I paid for a brand new item that was faulty and feel that a replacement is the only solution as I do not want a broken hot water heater that will constantly cost in repairs. Them not paying for the service in full is unacceptable as well. I am already out of pocket over a thousand dollars for this water heater. I feel I need a replacement water heater as well as the repair fees paid in full by the company. Also I have been without hot water for almost a week now and I am caregiving my elderly mom with no hot water in my house. Its going to be another week before my electrician can come back. The only resolution it to have the electrician repair the heater and I will have to pay that fee as well.
Customer Answer
Date: 06/11/2025
After I filed my complaint yesterday, I contacted the company to see what I can do about getting reimbursed for the electricians bill of service and the woman form the company decided to grant me a replacement hot water heater. After three different agents that I spoke to refusing to do so, this woman immediately granted me a replacement hot water heater that I will be able to exchange today. So they have resolved the issue for me and that is all I wanted done to being with.
Business Response
Date: 06/11/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.
Initial Complaint
Date:05/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a bad experience from this company equipments. first I bought the Hybrid water heater Serial # ************* Model # *********** Cost me $1250.00 6 years ago. it just started leaking. I could not do any thing because just expired the ***********, I bought this water heater with fitting $667.04 of this company again on 5.10.25 from **********************, **. I Installed water heater myself. this heater is not heating up. I called the customer service about this problem. He gave me case # ******** and transfer to the technician (waited 30 minutes). the Technician asked me to the Multi meter, which I do not have it. then he gave me the plumber phone #. I called the plumber but the plumber was very busy. He gave me the appointment after 3 weeks. I could not wait for 3 weeks because there is no hot water in home. I called the A O Smith Technician again to get the another plumber to fix this issue.he gave another number. I called this plumber but he said that he can not come because the house is too far from office. Then I decided to return this heater water back to ******. I called the local plumber to change the water heater. the local plumber changed this A O Smith Water heater with the new one. I took back this A O smith water heater to ****** but ****** customer service needed ** Number to return this unit. she said that call the A O smith **************** to get the ** #. I called A O smith customer service from ****** (waited 45 minutes) the customer service said that he could not give me the ** #. He said take this unit back to home, install it and we will find out what wrong with this unit. I brought it back. Now I need my money back $667.04, this is a faulty water heater. The unit Serial # *************, model # **************.
Business Response
Date: 05/28/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 05/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:05/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/142/25 I was informed by my tenant that the new water heater I purchased for installation at my rental property was leaking. It was installed in February of this year (2025). I called 'State Water Heaters' (owned by AO Smith) as they were the manufacturer, and they told me I needed to have one of their licensed plumbers take a look at the product to ensure it was defective. I used their recommended plumber in my area (third party called Leone Plumbing) and they verified the product was defective. I then called State Water Heaters back to let them know it was defective. They said I could get another one and the same plumber (Leone Plumbing) would install it. They said I would need to pay the cost up front of the new installation and they'd reimburse me after receiving the receipt for the installation. I was charged $878.00 to install the new water heater and once I sent that receipt to State Water Heaters for reimbursement I was told they'd only cover $100.00 of it and there was nothing further they would do. I asked how I could be held responsible for ANY costs related to a defective product being replaced and they simply said that was their policy. I told them I was clearly lied to about this procedure and that if I'd known the specifics I would've demanded a full refund of $1562.58 for the original unit. At worst I would've had my contractor install the new one at a much cheaper cost. After several back and forth calls, they said they'd pull the original call to see what I'd been told and we'd go from there. It took weeks to get a call back (sometimes they'd claim they had the wrong contact number for me or call back after 8pm on a Friday, etc). Finally when I received a supervisor's call back today (5/21) I was told their policy was $200.00 of a refund and that was it. Originally it was $100.00, then it was $200.00, at one point I heard $250.00 All of that is unacceptable as their original defective product caused this $878.00 cost I incurred.
Business Response
Date: 05/22/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 05/22/2025

Complaint: 23359923

I am rejecting this response because: I've been communicating (or trying to communicate) with this company for over a month at this point. They always say they'll "check their records and get back to me". This is a stalling tactic solely designed with the hope of me disappearing and eating the cost of their defective product and its replacement installation cost and subsequent lies about reimbursement. I need help and they are unwilling to provide me with anything resembling it. Thank you for your time and I look forward to hearing back from the BBB on this matter as AO Smith will not do anything to resolve this without being forced into it.

Sincerely,

***** ******
Business Response
Date: 05/27/2025
We spoke with you on Friday 05/23/2025. We are processing the claim.
Initial Complaint
Date:05/15/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my ** Smith Signature 900 80gal water heater in December 2019, it has a 10 year warranty.This heater failed in December 2024. I was given a replacement water heater, installed in January 2025, but is defective (does not heat water properly), as determined by an authorized ** Smith installer (Capital Plumbing and Heating) and the ** Smith company technical team. ** Smith refuses to replace the defective replacement, serial number referenced ******** has been 4 months since the defective heater was installed and ** Smith still refuses to make good on their warranty and their nonfunctional replacement.
Business Response
Date: 05/20/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 05/31/2025
The business has successfully fixed the issue. Thank you!
Initial Complaint
Date:05/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought an AO water heater from ****** on September 26, 2024. On April 4, I called the electric company about a possible leak, gas trapped, and low explosions with delayed ignition. *** deemed it hazardous and told me to turn it off immediately and replace it. ** customer service informed me to submit the receipt of the new heater, and they would send a code for a replacement at ******. I had no hot water until April 7, 2025. The original plumber came after hours on his own to remove and replace the heater in the late evenings for emergency purposes, as I could no longer wait with children in the house. Not once did AO inform me that the plumber fees wouldn't be refunded and that it had to be on company letterhead, or I would have waited another day of suffering to call a plumber during business hours. I was charged $300 for after-hours service on his own time, and AO was supposed to refund me $******. However, ** refused a refund since the receipt was not on company letterhead, which I consider pure fraud, especially since they sell known heaters that are dangerous and hazardous. Awful business that conned me out of two days off work, days without water, and is now refusing a refund of $ ****** when I spent a total of $150.0 for a water heater. All receipts were submitted, and the company has a horrible reputation. I hope the leadership team sees this complaint. Fifteen emails, eight calls over $******, and AO is refusing yet selling hazardous leaking heaters.
Business Response
Date: 05/13/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 05/14/2025

Complaint: 23305173

I am rejecting this response because:

Sincerely,

**** **
Customer Answer
Date: 05/19/2025
AO water heater did respond back to me and is attempting to work out a solution with the partial refund of the pumber install fees. please keep case pending until it is resolved! Thanks,
Business Response
Date: 05/20/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 05/30/2025
I did reply a week ago and this case has not been solved yet. waiting for Company to refund, please do not close the case.

****
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase a 36 gallon well bladder tank made by manufacturer State from ******* about a year ago and the tank has already failed and the unit has a 5yr warranty, I tried calling numbers listed on the website to file warranty claim and was given 3-4 numbers and no one seemed to know anything about doing warranty claims. I did get a hold of a gentleman and the phone conversation seemed very odd as he was very short and rude and then gave me a code to give to Menards to do the exchange. I called Menards and they knew nothing about a code for an exchange. Model number for tank is MPT-36s 100 and serial number *************. The whole transaction with calling state seemed to be a scam
Business Response
Date: 05/01/2025
We're sorry to hear you've been having trouble.
We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 05/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:04/15/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 40 gallon water heater from Lowes, Flowood , Miss. April of 2024( Serial - #************** had a license contractor to install. few days later, pilot light goes out, over period of several months it would go out again several times. I contacted A O Smith, had plumber at house on phone with Smith doing all kinds of diagnostics because showed no fault codes. after over an hour, Smith technician tells plumber that vent stack is slightly out of line( about 1.5 inches) but after correcting so called problem. the water heater has gone out 2 or 3 times. i cannot get Smith to return my emails.Smith says wind is blowing out pilot light in attic, yet old 17 year old water heater never got blown out. this is the 3rd Smith water heater i have purchased but very likely will not buy another. I am asking for a refund of price of water heater plus $700.00 installation fee to contractor!
Business Response
Date: 04/16/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 04/16/2025

Complaint: 23209591

I am rejecting this response because: AO Smith has just given the run around since it is not possible to take back Lowes within 30 days! I want a direct and positive response to correct this ongoing issue! As stated before , the old A O Smith water heater in the house for over 17 years and flame never went out so why should a new heater not stay lit!

Sincerely,

***** *****
Business Response
Date: 04/23/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.
Customer Answer
Date: 04/29/2025

Complaint: 23209591

I am rejecting this response because: this has been the non corrective answer from A O Smith for almost a year! I understand I am not the only one with their response, we are reviewing our files! It seems that it might take a legal response to get them to decide to take care of this recurring problem! As stated before, the original Smith water heater never had pilot to go out in nearly 18 years! So it has to be a problem with this new water heater! The longer they take to review their files, the less chances of them correcting the problem!

Sincerely,

***** *****
Business Response
Date: 05/08/2025
I called and spoke to Mr. ****** We are negotiating for the best resolution.
Customer Answer
Date: 05/19/2025
AO Smith called me and offered only $500 which is totally unacceptable and compared to the cost of the water heater plus $700 installation! Lowes was not able to locate my receipt even though it was charged on my Lowes charge card! I told AO smith *** that I would probably never use their product again! My daughter is trying to locate the receipt! So if this problem is not solved, I will probably seek a legal counsel! I have had 3 of their products installed and she could not tell me why a old Smith water heater never had the problem that this newer one had!! ***** *****, very, very dissatisfied customer!
Initial Complaint
Date:04/13/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May 2013 we had a contractor install an AO Smith tankless 540H water heater in our residence. In April 2025 the heater began to leak. This heater has a 15 year warranty. I contacted AO Smith and the ***resentative told me to remove the burner and sent instructions for removal so the company *** could examine the heat exchanger. After removing the burner another company *** **** me a link to view the heat exchanger through my phone. After examining the heat exchanger the *** said that the damage resulted from overheating and asked if I ever descaled the heater annually. No I had not. There is nothing in the manual nor warranty the indicates the need to descale. The *** suggested that I purchase a new unit saying the identical unit is still manufactured so it should be an easy "plug and play". I purchased the same new unit at a cost of $1393 at ************** in ********, **** and am seeking reimbursement for that amount.
Business Response
Date: 04/14/2025
We're sorry to hear you've been having trouble.

We are reviewing our files, and we will reach out to you.

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A O Smith Corporation is BBB Accredited.