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:06/07/2023
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.
3 A O Smith Water Heaters Leaking
Business Response
Date: 06/12/2023
Were sorry to hear of your experience with our product and will be glad to look into this further. We have requested more information concering the charges and will follow up with the customer once they have been reviewed.
Customer Answer
Date: 06/19/2023
I was contacted by ***** at AO Smith on 6/12/23. On 6/15/23 I emailed him the documents and photos he requested. As of today I have not heard back from him. Nothing has been resolved.
Customer Answer
Date: 06/20/2023

Complaint: 20157182

I am rejecting this response because:
I was contacted by ***** at AO Smith on 6/12/23. On 6/15/23 I emailed him the documents and photos he requested. As of today I have not heard back from him. Nothing has been resolved.

Sincerely,

*********************************
Business Response
Date: 06/26/2023
We have reviewed the submitted invoices and are working with the customer concerning the request for reimbursement.
Customer Answer
Date: 06/28/2023
A new water heater is being installed on June 30, 2023. AO Smith has agreed to reimburse me for the full cost to have plumber install. I am hopeful this water heater will not leak.
Customer Answer
Date: 07/05/2023

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:06/06/2023
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.
In August 2022, purchased a new water heater, installed by local contractor. Over the phone company says that water heater has 9 year warranty, but in less than a year in (May 2023) they refuse to cover cost of labor except for $100 reimbursement they say they will process in 4-6 weeks. Totally misleading - they should cover full cost of labor to replace the unit, especially when the company that installed and then repaired the unit was the same one.
Business Response
Date: 06/12/2023
Were sorry to hear of your experience with our product and will be glad to look into this further. We are reviewing the information and will be reaching out to you to discuss.
Customer Answer
Date: 06/15/2023

Complaint: 20135293

I am rejecting this response because:My request for the written warranty where it states that $100 is all that AO Smith will provide towards labor associated with repairs in the state of ****. Furthermore in the state of ****, the manufacturer must cover the cost of both parts and labor.

Sincerely,

*********************
Business Response
Date: 06/21/2023
The invoice has been reviewed and submitted for reimbursement as requested.
Initial Complaint
Date:05/17/2023
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 had a water heater still under warranty that went out. It was replaced but they are not giving me a new warranty to go with the new heater. Instead, they tell me I only have 1 year on this one as was designated on my original water heater that went out. A new water heater should have a new warranty and not utilize the old heater's one.
Business Response
Date: 05/23/2023

We spoke with the customer, addressed their concerns and are currently working on a resolution.
Customer Answer
Date: 05/23/2023

Complaint: 20061231

I am rejecting this response because:
You are maintaining that the only way to get a new warranty is if I purchased a new water heater even though the one I originally bought didn't last. You do not supply warranties with replacements because no money was exchanged again. This is not acceptable, a new water heater should receive a new warranty.

Sincerely,

****************
Business Response
Date: 05/25/2023
We apologize for the frustration. We have provided the customer with a copy of the warranty document stating the replacement product will carry the remainder of the original warranty.
Customer Answer
Date: 06/01/2023

Complaint: 20061231

I am rejecting this response because:
I maintain that if you receive a new product, you should receive a new warranty to go with the new product.
It shouldn't matter that I didn't pay again for the replacement for the original defective heater.
This is terrible business practice and I would not use this company again.
Sincerely,

***************************
Business Response
Date: 06/14/2023
The limited warranty has been sent to the customer. The warranty replacement product will carry the remainder of the original warranty.
Customer Answer
Date: 06/24/2023

Complaint: 20061231

I am rejecting this response because:

Your policy should be revised and you should cover the new water heater by assigning a new warranty.
I stand by my complaint against your company. Your company should be avoided by consumers.

Sincerely,

***************************
Business Response
Date: 07/10/2023

We apologize for the frustration experienced. The warranty period starts with the original water heater purchase and any replacements during that warranty period does not begin a new warranty.
Initial Complaint
Date:05/16/2023
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.
August 7 2022 a plumber installed a new AO Smith water heater. The pilot would not stay on and I called customer service and was told that it was installed wrong. We have had no trouble for 37 years. That was a stall. They sent me new burner assemble after many phone calls and stalls. They sent me a list of plumber to install this. The unit that was removed from the water heater was covered with gunk, obviously is was leaking badly. That guy installed a **** water heater and no further problems. I have emailed many photos to customer service as was requested. They still will not return the $1,900.that i paid to have there junk water heater installed. I paid the other plumber $1,500 for the **** water heater and installation. Other plumbers told me that AO Smith stuff was junk. The case number is ********. The **** water heater has been no problem for at least a month or two. AO Smith will not pay me anything. The warranty was 10 years. They has lots of photos documenting this.
Business Response
Date: 05/25/2023

Were sorry to hear of your experience with our product and will be glad to look into this further. We will be reaching out to you to discuss.
Customer Answer
Date: 06/01/2023

Complaint: 20066219

I am rejecting this response because:

Sincerely,

***************
Customer Answer
Date: 06/01/2023
Received a call from ******. Called him back and provided more information and he agreed to get back to me. That was a week ago and no response. He only said that the most that they would pay me was almost $650.00, not the $1900 that I am requesting. I said ok send it and we will let this go. No response in the last week.
Business Response
Date: 07/10/2023

Were sorry to hear of your experience with our product and will be glad to look into this further. We will be reaching out to you to discuss.
Initial Complaint
Date:05/12/2023
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.
Have a hot water heater installed less than 4 years ago w/ 10 year warranty. When it craps out, not only do you wait on the phone for 40+ minutes, but its near impossible to find a plumber who will actually service their hybrid water heaters. Had 2 plumbers and an electrician come out already, electric is fine and plumbers state they do not work with A.O. products and/or hybrid heat pumps.When I finally spoke with a person at A.O. they offered to ship a part using ground shipping based off a guess that this part was the issue, so we would be without hot water for a week and mentioned that if that doesn't work they can work to replace it. Paid $70 to have it delivered next day ... once installed the unit still does not receive power. Call back, now they say they need a plumber on site to call them and describe a bunch of tests etc. The bills from having so many people need to show up and lack of clear communication on the next steps are quickly growing due to their negligence and we continue to be without hot water. Company clearly does not stand behind their product and does not care about the inconvenience and time sink their faulty products provide.
Business Response
Date: 05/16/2023
Were sorry to hear of your experience with our product. We spoke with the customer and gave the return authorization for the water heater as requested. The customer will contact us if they need any further assistance.
Initial Complaint
Date:04/21/2023
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.
We had an AO Smith Model 540 tankless water heater installed by ************************************** in August 2021, and had Cellino descale it in February 2023. The water heater failed in mid-April due to an apparent known issue, and ******* replaced the flow sensor and the motherboard; I was charged $198.01 labor for the repair. My husband and I are senior citizens and the only residents of our home, so the water heater has not been overworked; until now, I thought that AO Smith had a reputation for good quality. We're on a fixed income, and I would like a refund of the $198.01 labor charge for the premature repair
Business Response
Date: 04/24/2023
Were sorry to hear of your experience with our product. We spoke with the customer to address their concerns and are working with them on a resolution.
Customer Answer
Date: 04/24/2023

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:04/10/2023
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.
Hello, i am writing on the fraudulent business practices on the **** Smith warranty. My installer purchased a water heater for me in march of 2018, the box and my installer told me there was a 12 year warranty on the water heater. I registered the product on March 2, 2018 which AO smith confirmed on the phone yet there starting my warranty on the manufacturer date on 3/31/2017, a time when i didnt even buy the house yet as i closed on my house 11/21/2017. They asked me if i still have the box for proof from (5) years ago! Really? Isnt this the reason why we have to register it online then discard the box? Since i didnt have the box from 5 years ago (LOL) they want me to upload a receipt from 5 years ago as well which i misplaced and my installer has since retired and closed his company, so thats impossible to get. In all A.0. Smith screwed me out of 3 years on my warranty with this swing of events. There lie was the water heater was probably sealed from the warehouse in the wrong box showing a 12 year warranty not a 10. Thats my problem? I highly advise not to buy from **** Smith, there customer service is very rude and wont help you. There are better companies to buy from instead of these frauds? BUYER BEWARE!!!
Customer Answer
Date: 04/10/2023
Yes, warranty work is needed. Parts are included not labor. The problem is Ao smith is not honoring my 12 year warranty and the start of my original install. Im losing 3 years of warranty because of this.
Customer Answer
Date: 04/10/2023
Yes, warranty work is needed. Parts are included not labor. The problem is Ao smith is not honoring my 12 year warranty and the start of my original install. Im losing 3 years of warranty because of this
Business Response
Date: 04/20/2023
We apologize for the issues experienced. We spoke with the customer to address their concerns and discussed the warranty coverage period for this water heater. The customer will contact us if they need any further assistance.
Customer Answer
Date: 04/20/2023

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:02/21/2023
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.
A hot water tank was installed in April 2022. On 12/18/22, I noticed my hot water was not getting hot. A ******************** tech came to my home on 12/19/22. and when he saw the hot water tank he mentioned he had only seen that brand of tank in one other house and mentioned that tank, had a code 3 failure and mentioned he believed that was the same failure I had. After speaking with A. O. Smith, he determined that it was the exact same failure. The wind blew out the pilot light and in turn It caused the pressure plate to fail. The part was ordered and I had to pay $32.00 for express shipping. On 12/21/22, Four Seasons installed the pressure plate and lit the pilot light. The Four Seasons tech mentioned that it was very likely I would have the same problem again because A. O. Smith sent the wrong termination vent cap. Because my exterior vent pipe is less than 20 feet away from the tank, it needs a different type of termination cap and A. O. Smith keeps sending me a cap made of mesh wire, similar to a chicken coop. By the way it cost me a total of $521.00 in tech repair fees to have the tank repaired.Each time the wind blows I fear the pilot light will blow out again. I have spoke to multiple representatives at A. O. Smith and they have each told me they have never seen the terminator cap that is listed in the manual that came with the tank. A representatives by the name of **************** with A. O. Smith refunded a partial amount of the money I paid to repair a tank that's less than a year old but to date I have not received the termination vent cap that can prevent the issue from happening again. I need some assistance please. Sincerely *****************************
Business Response
Date: 02/10/2023
We apologize for the issues experienced. We will be reaching out to the customer to address their concerns and have placed the order to ship the termination screen.
Business Response
Date: 02/28/2023
We spoke with the customer on 2/21/23 and confirmed the part had been delivered. The customer will contact us if they need any further assistance.
Customer Answer
Date: 02/28/2023
Hello B.B.B.,
A.O. Smith sent me a box of *** pipes, caps and drain covers, none of them have fit my *** piping nor do they look like the *** cap pictured in the manual. As of today, 02/28/2023, I have not tried all of the pipes and caps yet. The good news is my flame has not went out and ******* has had some very windy days. As long as the pilot light stays lit, I am happy. If something changes, I will be in touch.
Thank you for your assistance and patience
Sincerely

*****************************;
Initial Complaint
Date:02/20/2023
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 two AO Smith 50 G water heaters in 2018. After installation, one began making a screeching sound. I called your support line and provided serial number and you knew what the problem was. It was described to me by AO and the tech who made the service call as a bracket that was used to secure burner during transport had a design issue. As I understand, he simply removed the bracket. Solved it immediately. I asked him to apply the fix to the other heater (they are side by side) and he declined. Maybe AO did not authorize or ?? The other unit is now screeching. I called in today, after a lot of digging through your notes and getting a call back, this was all confirmed. I was offered free replacement parts initially and I kept having to explain this is not a parts issue, this is a part removal issue or perhaps an updated bracket? Now you are declining to address the design flaw issue and I am handed a set of instructions on how to replace the burner which is supposed to show me how to remove a bracket and I am told that is my decision to remove it. Really off base to expect a consumer to do this to address a flaw in this model and a big mistake was for you not to apply fix to both units when tech was out prior. I am not even sure which unit had bracket removed. Pictures of both labels attached. I asked to elevate this to management, I was told to reference residential management attention in subject line. I am getting no response. So AO clearly understands the problem, refuses to address it and has sent me instructions on how to remove bracket though they are telling me this is my decision (attached). The water heater is in garage next to bedrooms and is very loud. So I am in limbo and AO refuses to take responsibility or respond to a very unusual design flaw. The support person I talked to had to research this as it is very peculiar but she found all the supporting information on this so you have records of the problem stranded.
Customer Answer
Date: 02/20/2023
The company has responded and resolved the issue to my satisfaction. I would like to withdraw this complaint. Thanks
Initial Complaint
Date:02/13/2023
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.
Water heater model GCR-40 400 started leaking 3 years after installation. Attempted to contact the company regarding a warranty claim since water heater is still under warranty. Attempted to call support with no answer by customer service. Sent an email via website about 2 weeks ago seeking support with no response. We had to purchase a new water heater from a different brand as we needed hot water. Seeking refund from A O Smith.
Business Response
Date: 02/15/2023
We apologize for the issues experienced. We reached out to the customer to address their concerns and are reimbursing an agreed upon amount for the water heater. The customer will contact us if they need any further assistance.

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A O Smith Corporation is BBB Accredited.