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:01/31/2023
Type:Customer Service 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.
Have a gas water heater that is 2 yrs old the gas control valve has had to be replaced twice now due to leaking natural gas putting myself and my family at risk for explosion and also no hot water while waiting for parts to come in contact A O Smith with absolutely no help
Customer Answer
Date: 02/01/2023
A.O. Smith has reached out to me o. 2/1/2023. They offered to replace the water heater at no charge which I feel is very sufficient. I would like to thank the BBB for resolving this matter for me and my family
Business Response
Date: 02/02/2023
We apologize for the issues experienced. We spoke with the customer to address their concerns. The return authorization number for the water heater has been issued as requested. The customer will contact us if they need any further assistance.
Initial Complaint
Date:01/25/2023
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.
Purchased a 80 gallon water heater with 12 year warranty. A.O Smith will not honor warranty with 80 gallon tank and wants me to accept a smaller 50 gallon lower ************ instead!
Business Response
Date: 01/27/2023
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: 01/30/2023

Complaint: 18890025

I am rejecting this response because:
Ive already spoke to business several times, and was told they could not replace my water heater with another 80 gallon system! If something has changed they can communicate with me here!
Sincerely,

*************************
Business Response
Date: 02/09/2023
Due to government regulations conventional ******************** water heaters are no longer available over 55 gallons. We issued the return authorization number for the water heater. The water heater can be returned to the place of purchase for a store credit which can be used towards the cost of a new water heater.
Initial Complaint
Date:01/20/2023
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 purchased a new gas hot water tank & professional install done **** now the ************* line need to be replaced already. Not able to get this part in a store. I have place several calls, place order on 1st call order # **********. I was told shipping out yesterday day evening via *** next day air. Still no part, several reps confirm part is in stock & no shipping. No one can explain why. I have ask 2xs for a supervisor call back. Keep getting told I would be called back & never got one. Reps have confirmed part is in stock.
Business Response
Date: 01/20/2023
We apologize for the issue experienced. Our records show we spoke with the customer today and based on the symptoms have provided a return authorization for the water heater in this case. The customer will contact us with any further questions.
Initial Complaint
Date:01/19/2023
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 purchased a new water heater and installed it myself. The new heater had a bad lower thermostat. I replaced it myself. I filed all required warranty information. I requested a fraction of labor and mileage a licensed plumber would have charged. 45 days after my claim date I received a check for just the parts. No explanation why I was denied labor and mileage. I am very dissatisfied with your product but mostly the treatment from your warranty department.
Business Response
Date: 01/27/2023
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: 02/01/2023

Complaint: 18829246

I am rejecting this response because: A.O. smith Refused to pay warranty repairs on a new water heater. They state they only pay licensed plumbers to do repairs. The highest amount they will pay a licensed plumber is $100.00 labor and mileage. I would have to pay them and wait to be reimbursed, it took more than 40 days to get paid for the part. I live in remote eastern *******, the closest plumber they could recommend was 135 miles away. Labor and mileage will be much more than $100.00. I had asked for that exact amount for doing the repairs myself, mileage, for getting the part, and labor. A.O. Smith's lack of quality control has cost me time, and money, plus being a major inconvenience.

Sincerely,

***********************
Business Response
Date: 02/14/2023
The customer replaced the thermostat on the *******************************************. We have reimbursed the cost of the repair part.
Customer Answer
Date: 02/15/2023

Complaint: 18829246

I am rejecting this response because: This is the same response as before. They refuse to pay "homeowners" for labor, or milage, and don't allow enough money ($100) to hire a professional plumber. Their lack of quality control has no negative effect on the company. Why pay someone at the factory to replace faulty parts if the end user has to pay for it.

Sincerely,

***********************
Initial Complaint
Date:01/17/2023
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 purchased a water heater that caught fire in my bathroom I submitted a claim for cleaning & painting for ****, &they denied the claim. I took it up to the next level to there legal ****** CEO explaining the problem,& still denied my claim. They said they use Black gaskets on their heating elements,& that I switched elements, which I never did..In the enclosed pic I sent from another dissatisfied consumer with the same problem due to an element the picture shows an Orange gasket not black.Til this day they do not respond to my correspondence.This company has multiple negative comments from consumers,& they continue to defraud the consumers these people need to be stopped ASAP
Customer Answer
Date: 01/17/2023
Hello

No I have not heard from the company, and no I'am not happy about anything regarding my complaint. This company gets away with sheer murder the way they treat there customers, and never reply... They are in the wrong, and they no they are, but bottom line they could care less, and they need to be stoped once, and for all.

They are ripping off the public, and getting away with it...
beyond disgusted

Business Response
Date: 01/30/2023
We have reviewed the information submitted by the customer and have requested additional information . If the customer can submit any additional information which clarifies some of the questions, issues, we will reconsider.
Customer Answer
Date: 01/30/2023
In response to the email

I reject A.O. Smith response.

This company has never asked me for any additional information what so ever.

Thank you

*********************************
Business Response
Date: 02/09/2023
A.O. Smith legal department addressed her concerns providing her with the following:

Monday, November 14, 2022, 08:44:20 AM PST, *************************,******* wrote:
****************************:
After reviewing the invoice you included in the body of your email and the fact that we cannot located a phone number or address for AAA Restoration in ******, A. O. Smith must respectfully deny your request for payment of the alleged estimate in the amount of $1700.00. Your water heater,identified as model 640E0RS110 serial number *************, was manufactured the 9th week of 2017 and came with a six year warranty for parts and tank.However when inspected, the bottom element had a date code of 1849,meaning it was manufactured the 49th week of 2018 and the upper element was an old element with a manufacturing date of 10th week of ****.Obviously these elements were replaced with one, the **** element, being a very old one. We must respectfully disagree with your statement that the elements were never changed. Notwithstanding the date issues, it was observed that the bottom element had an orange gasket and if it came from A. O. Smith it would have a black gasket. The bottom element is the one that arced. We believe both elements were changed at some point, with one, the orange one, not the appropriate one for this unit. Therefore the terms of the warranty were violated and the documentation of damages is not confirmed. If you have other evidence you would like for me to consider, I will be happy to do so and re-examine my findings.

She has not given us any new information that would warrant us changing our decision.
Initial Complaint
Date:01/13/2023
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 this water heater in October 2021. It started having problems in April and May. I had to replace the heating element. In November of 2022, the water was not staying hot after just a bit of use. We replaced the thermostat and the plumber said it is a faulty water heater. Now the company says that they won't cover it because i have a home business and it only covers commercial for one year. Well, a home business is not commercial. The *********** has my home listed as Residential. I have a water heater that is used primarily for my home. My business is an 8x10 room attached to my home with this separate faulty water heater. I feel that I am not being treated fairly and I believe that they owe me a replacement!
Business Response
Date: 01/27/2023
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: 01/30/2023

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:01/09/2023
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.
Purchased Tankless Water Heater *************# ************* Brand New in the Box From ** Best Price Installed Unit and the Unit was Out of Box Failure.Called and AO Smith Tech ********************* CASE # ******** AO Smith ********************** Intake/Manifold- Unit still did not Ignite.AO Smith issued Return Authorization # ******** *** Shipped at cost of $114.26 to AO Smith *** Tracking # 1Z7V25X00395119567 ATTN: *********************** ******************************************************************************************************************************************************************** PROOF OF DELIVERY Tuesday ,December 27, 2022 at 11:46 AM at Inside Delivery Received By: ***** Called for Status 1/6/23 3:32 PM MST and **************** Representative Transferred ********************** ************ I asked for Status of the Unit RA# ******** and the the ****************** Representative said " they do not repair units they only destroy units"I asked to speak to his supervisor and he replied " I am It there is nobody above me"I told him I needed an acceptable answer for my repair and I mentioned the BBB and I said I will file a law suit with AO Smith if my New AO Smith Unit is Destroyed and not repaired and returned. The Service / ******************* Hung Up the phone on my call.I Just do not understand why AO Smith refuses to repair the unit I have Purchased. The ****************** suggested I bring it to Lowes Home Improvement for Exchange and I Told him that it was not Purchased at Lowes Home Improvement.He asked me who told me to ship it to AO Smith and I told him that AO Smith Technical Support provided me RA#******** and Form to Return to the above address at AO Smith in ************, **.BBB Please Help with this Case. email address: **********************
Business Response
Date: 01/12/2023
We apologize for the issue experienced. We spoke with the customer to address their concern and are working with them directly on a warranty claim in this case. The customer will contact us with any further questions.
Initial Complaint
Date:01/06/2023
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.
I purchased and had a water heater installed in April 2022. Less than a year later, the unit is not working. The company does not have the defective part in stock, nor knows when it will become available. They authorized for a replacement unit, however will only pay $150 towards labor costs, although nowhere does it say they would limit costs for installing a replacement! I am not being told either wait for a replacement part which will be fixed at no cost, regardless of the labor fees or pay $550+ for someone to install a brand new unit! Again, for a unit less than a year old!
Business Response
Date: 01/12/2023

We apologize for the issue experienced. We spoke with the customer to address their concern and are working with them directly on a warranty labor claim in this case. The customer will contact us with any further questions.
Initial Complaint
Date:01/05/2023
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.
We purchased an A O Smith Electric Water Heater ($1,000). It is only a few months old if that. It is obviously still under warranty. The water heater UPPER TSTAT/ECO CONTROL ASSEMBLY Wiring malfunctioned and caused the assembly to short and catch fire! It could have burned my entire home down!! A O Smith refunded us for the unit but will only cover $150 installation assistance. It is going to cost us much more than that, at least $600! It is obviously a faulty unit! I even sent them a pic! The homeowner should not have to pay a cent for this unit to be replaced it is A O Smith's faulty product! This isn't a small repair issue, it could have costed us much more than that! DO NOT EVER DO BUSINESS WITH A O SMITH WATER HEATERS! Very cheap product for the amount of money you pay!! A O Smith should cover the complete re-install not just $150 install assistance!
Business Response
Date: 01/12/2023

Were sorry to hear of your experience with our product and will be glad to look into this further to see what warranty may be able to offer. We will be reaching out to you to discuss.
Initial Complaint
Date:01/05/2023
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.
Our home was a new build in May 2018. All appliances were already installed prior to our purchase of the home. A O Smith 50G water tank worked fine until this past week. Have tried calling 4-5 numbers on their website and have not gotten ONE person to answer. Their phone prompts are pre-rigged to send you into a dead line that no one answers. I held on for 30 mins once. Another for 45 mins. Then I got a survey, as if someone had answered (they didnt at all). I checked on their website and this water heater IS under warranty through Feb ****. But the service providers around us want to make sure A O Smith will honor the warranty BEFORE doing any work. They clearly have a poor reputation with these service providers if they dont trust this company to honor the warranty. We have no hot water and are facing new unit costs of $4500-$6k if we have to buy a unit thats not under warranty. This company is shady in their business tactics. I wanted to file this complaint for anyone actively considering one of their products. Dont do it! Now, if I cant get someone to respond to my email inquiry or answer this phone, my attorney will be stepping into this matter - and we dont pay for those services; my job does. So no money out of my pocket to let my attorney take legal action on this matter.Proof of warranty (from their website) or below.
Business Response
Date: 01/05/2023
We apologize for the issue experienced. We spoke with the customer and based on the symptoms have provided a return authorization for the water heater in this case. The customer will contact us with any further questions.
Customer Answer
Date: 01/06/2023

Complaint: 18685986

I am rejecting this response because: I have not been contacted by this business at all. Theyve provided you a completely false response. They should not be able to retain their rating based on these false tactics. As a BBB member myself, Id like to think the BBB does all they can to hold businesses accountable for trustworthiness and integrity. In this case, this customer is neither.
I had to call multiple numbers until I reached a warranty manager from our actual home builder to secure the information I needed. A O Smith was no help at all and I do not believe they want to be. They are a shady business.

Sincerely,

*****************************
Business Response
Date: 01/24/2023
Were sorry to hear of your experience and will be glad to look into this further. We will be reaching out to you to discuss.
Customer Answer
Date: 01/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will only consider this matter resolved IF the business actually does reach out to me to discuss the matter as theyve communicated to you that they would. If they do not within 14 business days, I will be re-opening this matter.

Sincerely,

*****************************

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A O Smith Corporation is BBB Accredited.