Complaints

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

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A O Smith Corporation has 10 locations, listed below.

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  A O Smith Corporation

  500 Tennessee Waltz Pkwy Ashland City, TN 37015-1234

  
• 

  A O Smith Corporation

  500 By Pass Road Ashland City, TN 37015-1299

  
• 

  A O Smith Corporation

  12100 W Park Pl Milwaukee, WI 53224

• 

  A O Smith Corporation

  820 SW 41st St Renton, WA 98057-4804

• 

  A O Smith Corporation

  820 SW 41st St Renton, WA 98057-4804

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:01/04/2023

  Type:Delivery 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.

  AO Smith gas water heaters were recalled due to FIRE HAZARD. I am filing this info with the BBB as a formal complaint against AO Smith for not honoring recall, to address deceptive and misleading business practices through customer support, and knowingly allowing customers to operate defective water heaters known to be a hazard. 3/7/22: I called AO Smith Customer Support describing a loud high-pitched screaming vibration noise our water heater was making when the burner was operating. After provided identifying information for the water heater, I was told the 6 year warranty expired 56 months following installation date, 35 days prior to my call. They offered no assistance. DECEPTIVE OMISSION: Recall issued 11/8/18 for defective gas burners considered a FIRE HAZARD. This is for water heaters made B/T 4/8/11 to 8/1/16. The date on my water heater is 2/1/16. I was not told about the recall. This part would have fixed this defect. 12/14/22: The defective noise progressed and the burner started to backfire when igniting. I called supply companies to purchase a replacement burner. I was told to call AO Smith because there was a recall for the burner. I was told they are shady about the recall and will not bring it to your attention unless asked. I called AO Smith who verified the recall. After an exchange of information, I was told a new burner would be sent out immediately with expedited shipping and that a confirmation email would be sent. I received no email.12/15/22: I didnt receive an email so I called again the next day to verify they had the correct email. I was told all the information was correct, the part was scheduled for delivery 12/16/22, and that she would send an email. I received no email. 12/22/22: Still no part, I called again; was told part would be ordered again from ********* and that it would go out tomorrow NEXT DAY AIR and I would receive an email. I received no email. I HAVE NOT RECEIVED THE PART OR ANY COMMUNICATION FROM AO SMITH

  Business Response

  Date: 01/09/2023

  We apologize for the issue experienced. We reached out to the customer to assist. We confirmed the repair parts have been received. The customer will contact us directly if any additional assistance is needed.

  Customer Answer

  Date: 01/13/2023

   
  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.
  After being jacked around and calling mutable times over a three+ week period with no hot water, it's unfortunate it literally took a complaint to the BBB to receive this part two days later.  My recommendation to others needing this part under warranty or recall... Call **************** time, if they fail to provide you timely service, complain to the BBB for immediate action.  Don't waist your time with repeat calls, a complaint to the BBB was the only way I got efficient service. Despite the difficulties, I will say everyone was very polite and the gentleman that ultimately resolved this problem was very professional.  
  
  ***************

• Initial Complaint

  Date:01/03/2023

  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.

  Hot water heater stopped working. Water leaked out and had a professional plumber come and access the problems and was informed that the water heater needed to be replaced. Called A O Smith to try to get them to honor the warranty, for which the heater is still under, and was totally disrespected by an agent name ******. Asked to speak with a Supervisor and was placed on hold without anybody taking the line. Hot water heater is still under warranty and isn't operable, but they are giving me the run around. When I call back they'll hang up, etc. I've been without water for 5 days to be exact. I just want them to honor their warranty, or return my money.

  Customer Answer

  Date: 01/03/2023

  The warranty expires January ****. I sent verification from A O Smiths website. They are constantly giving me the run around with honoring their warranty on this Hot Water Heater that has gone out with a leaking inner tank and it just doesnt work. 

  Business Response

  Date: 01/09/2023

  
  We apologize for the issue experienced. We reached out to the customer to assist. We confirmed the ******************************************* warranty has expired. The customer will contact us if any additional assistance is needed.

• Initial Complaint

  Date:01/02/2023

  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.

  The company does not answer the phone in order to file a warranty claim for a water heater I purchased in 2018 that has a failing heating element. I am on hold indefinitely and when the system prompts for the callback option, no agent ever calls me back. The longest I was on hold was for 3 hours then I hung up. They never answer the phone and I do not think that any agent works on the other end of the line. This is illegal and the company needs to honor its warranty claims and pick up the phone to process them. There is also no option on their website to file a warranty claim, only to look up an active warranty. The phone number they give is ************** which when I call, no one ever picks up the phone after providing the serial number of the *******************************************.

  Business Response

  Date: 01/05/2023

  We apologize for the issue experienced. We reached out to the customer to assist. The customer was able to speak to a support representative and service was completed on the water heater and the issue is now resolved. He will contact us with any additional questions. 

  Customer Answer

  Date: 01/05/2023

   
  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:12/30/2022

  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 gas tankless outside water heater around January ******************************************* February 2021. The item has around 8 years remaining of warranty. During our cold weather in mid-December 2022 the tank froze cracking multiple internal heat exchanger water lines. My home never lost power although blackout periods were expected. Due to a defective electrical heater the water did freeze, expand, and burst components. I contacted A.O, Smith customer service speaking to ***** and ******* on 29 Dec 2022 and was told 'any and all freeze damage is not warrantied' regardless of circumstances (Tankless Heat Exchanger Photo Reference Case # ********)***** has not responded to nor recorded my correspondence in the ** Smith database. Later the same day ******* informed me that (paraphrasing) 'an electrical heater that fails causing catastrophic damage to my purchased water heater is not covered by warranty' and she refused to escalate my case further or provide supervisor contact information.I initially wanted only the warrantied parts replaced knowing I would be paying for the labor to install. Since my family has been without hot water for over a week due to a defective part, causing several components to fail, I now demand a new water heater in exchange for the defective water heater.

  Business Response

  Date: 01/03/2023

  We spoke with ************** regarding his water heater issue. The customer has an outdoor gas unit and experienced extreme cold temperatures which damaged the unit. The installation manual discusses freeze protection and also recommends an indoor water heater in areas that can experience freezing temperatures.  We discussed with the customer that damage due to freezing temperatures is not a manufacturing defect and unfortunately is not something covered by the warranty.

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18660313
  
  I am rejecting this response because:

  I did have a the ** Smith water heater checked by an electrician while it was being removed and replaced with a better brand outdoor water heater. While the heater did have electricity going to it until replacement, the electrical heating element had power going to it, yet did not produce any heat whatsoever resulting in the freezing with temperatures barely ***** below freezing. This electrical component was still under warranty and the failing of the warrantied $50 part resulted in the failing of a $600 part rendering the unit inoperable. Additionally I was told by ******* that my warranty complaint was being escalated by her, that I would be contacted at a later date, and I have yet to be contacted by any ** Smith customer service supervisor as of yet. The portion of the call where ******* said my case would be escalated was recorded by her and also by me, with her knowledge of the recording. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/05/2023

  We apologize for the issue experienced. We spoke with the customer in this case and due to the unique circumstances, we issued a return authorization for the water heater as requested. The customer will contact us back with any additional questions. 

  Customer Answer

  Date: 01/06/2023

   
  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. Had I received this resolution upon my initial contact with AO Smith customer service the ******************** would never have been contacted. I credit the BBB as being the sole reason for a satisfactory solution occurring.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/30/2022

  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.

  Warranty Claim # ********** Thanks for your $25.62 approval. Let it be known, I am appalled at the letter attachment to this email. Please refrain from the use of policy or procedure, when your lack of parts quality caused a consumer a hardship. The water heater is less than (2) yrs old, still under factory warranty.The total cost included for this repair totaled $53.30, not including labor. So, when I look at your organization as a whole, you neglected to stand by your product for $27.68? Speaks volumes about your ************************** I, along with all the people I know, & all the people they know, will be informed of this lack of customer service. Disappointed,

  Business Response

  Date: 01/03/2023

  We spoke with the customer regarding the reimbursement amount. Due to the unique circumstances, we have agreed to cover the remaining charge for the materials needed to complete the repair in the amount of $27.68. The customer will contact us with any additional concerns. 

• Initial Complaint

  Date:12/27/2022

  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.

  Called about getting warranty repair on my water heater and they refuse to honor the warranty of 6 years because they used this water heater as the replacement for a water heater replaced in 2015. They said the warranty continues on from the old water heater so they don't honor 6 years even though my receipt said 6 years. This water heater is a complete different make a model from the 2015. I thought when I replaced the old water heater that I got a new warranty with my new water heater. Apparently they don't disclose this info to customers as a way to get out of warranty. This company is crooked. I was never told that my brand new water heater that I purchased in 2017 would not have a 6 year warranty at the time of purchase. If I buy a new dryer to replace my broken dryer I would not think they use the warranty time of my old dryer for my new one. So why would I assume that my replacement water heater would not have the same 6 year warranty? I have all my receipts that says I have a 6 year warranty not what was left off my old warranty that's crooked. I would like my 6 year warranty honored from my date of purchase of 6/23/2017 to make this right.

  Business Response

  Date: 12/28/2022

  We spoke with the customer to address their concern regarding the warranty. Due to the unique circumstances, we have provided a warranty authorization to return the product in this case. The customer will contact us if any other assistance is needed.

  Customer Answer

  Date: 12/29/2022

   
  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.
  
  ***********************************************

• Initial Complaint

  Date:12/13/2022

  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.

  Purchased a water heater in 2020. Water started to smell as it does with hard water. Tried to replace the anode. No amount of pressure would unscrew it. Had a professional come and was told the part on the water heater is defective. Jump to 2022 gave up and just thought we'd buy another one and make sure the anode would come out before we installed it. No...same issue. Called customer service was told I would have to pay for someone to come and take it out because it wasn't under warranty. I explained it wasn't even out of the box and that I wanted to make sure the anode was replaceable before we installed it. No amount of explaining was working. She kept repeating the anode is not under warranty. I kept trying to explain that it is a defective part on these water heaters. I

  Business Response

  Date: 12/20/2022

  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:11/22/2022

  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 water heater 6 yrs. ago (May 2016). One month ago our hot water stopped providing hot water. Warranty for six (6) years! Worker for company who sold heater came on a Saturday ($250. charge for emergency call)!!He *****-rigged it to work till part could be installed. It is one month later and still no repair part and the hot water stopped today! Company owner will either order another part ($1188.) or sell us a new hot water heater for well over $3000.!! (ps owner said it was NOT *****-rigged!) The product is junk . When I complained about it lasting only 6 yrs., the owner said that he didnt make it!

  Business Response

  Date: 11/22/2022

  We spoke with the customer to address their concerns and explained the warranty has expired. The water heater was purchased in May 2016 and had a limited 6-year tank/parts warranty.    The customer will have their technician reach out to us when they are on the jobsite if needed.

• Initial Complaint

  Date:11/18/2022

  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.

  We purchased a new AO Smith hot water heater, had it professionally installed. From day three the hot water heater has been shutting down, not heating water. We have contacted several times. We have had no resolution. They send parts that do not repair the issue. We have personally spent another $1000 on repairs and it still does not heat water. The initial price was about $2800. This company does not want to help us. They keep blaming it on our house. They have never even seen our home. The hot water heater was professionally installed. Everything in our home is up to code and professionally completed. We have had no resolution. This has been going on since our install date of 8/22/22. Terrible customer service.

  Business Response

  Date: 11/22/2022

  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:11/16/2022

  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 are complaining regarding the technical issues we are having with our ** Smith Model FCG- ***** and Serial # ************* at ************************************************************. Our case number is ********. We had several problems right after installation and were initially approved for a return authorization. We were told that if any other problem occurred we could get the unit replaced. There were multiple problems after that- but despite initially giving us the return authorization, they rescinded it for no good reason. After several frustrating conversations, we spoke with *****, **** and ***** at ** Smith Technical support on 9/16/2022. We have had multiple conversations and got several conflicting opinions from ** Smith technicians. Unfortunately, nothing is solving the problem. We did multiple changes per recommendations of the ** Smith technicians and were told that the ** Smith technician gave us wrong advice. She refused to take responsibility and said that it would be a teaching moment for her technician. In addition, ***** suspended our warranty because we made changes per wrong advice of ** Smith technician. Per recommendations of *****, all the vent pipes were changed and new pipes put in on 9/20/2022. We sent pictures and were told everything was fine and warranty was reinstated.We had a problem again on 11/9/2022 when the unit stopped working. We spoke with ****** from ** Smith and then were told by her that the supervisor again decided to suspend the warranty. We were given a reason that the 4 inch pipes at the top were attached to the chimney and needed a small portion of 5 inch as the chimney needs to be 5 inch per code. This despite the fact that the pictures were sent and we were told that everything was fine on 9/20/2022. 2 ********************** supervisor confirmed the install was appropriate. The ** Smith technical team has been downright inappropriate with us. We are sending a strong complaint to the Better Business Bureau.

  Business Response

  Date: 11/16/2022

  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.