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Business Profile

Water Heater Manufacturers

A O Smith Corporation
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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A O Smith Corporation has 10 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/17/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 bought an AOSmith 40 gallon electric water heater from ****** in May 2022. The cost was roughly $600.00. It worked up until last week. Since the product is under warranty for a year, I called the company twice but was disconnected by them. I sent an email, and rather than sending someone out to diagnose and fix the problem, they sent instructions on how I could do that myself. I ended up calling someone to fix it, but they can't figure out what's wrong with it. We've been without hot water for over a week.

      Business Response

      Date: 09/26/2022

      Business Response /* (1000, 5, 2022/09/22) */
      We're 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.


      Consumer Response /* (2000, 7, 2022/09/22) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Someone from AOSmith reached out to me by phone and by email with instructions for getting the hot water heater repaired, and it was repaired. It was a simple fix and our hot water heater is working great!

    • Initial Complaint

      Date:09/09/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 ordered a part for my water heater from them. They sent the wrong part and refuse to refund my money. They're argument is that they can send more parts but I already but another water heater. I dont need new parts I just need my money back. They are running a scam!

      Business Response

      Date: 09/14/2022

      Business Response /* (1000, 5, 2022/09/12) */
      We apologize for the issue experienced and will issue credit for the purchased part as requested.


      Consumer Response /* (2000, 7, 2022/09/12) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They called me as well and offered a full refund. They said it could take up to 4weeks. I am good with that. It is unfortunate that it had to come to this.

    • Initial Complaint

      Date:08/16/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 tank over heating to hot cannot reset thermostat this happened 4 times called service first time was told to replace heater elements worked for about 1 month get same error message called again was given hard time told to fix my self they hung up on me had to replace heater just want my money back for tank

      Business Response

      Date: 09/12/2022

      Business Response /* (1000, 8, 2022/08/29) */
      We're 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:08/03/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Refund for a purchase is being refused six weeks after initial contact with the company. Have spoken with them many times, each time I call I'm given a different time frame depending on with whom I'm speaking with.
      The charge is accumulating interest on my credit card which I pay off every month.

      Business Response

      Date: 08/10/2022

      Business Response /* (1000, 5, 2022/08/05) */
      We have spoken with the customer to address their concerns and advised the credit for the part charge has been processed. We will follow up with the customer in a few days to confirm they see the credit.


      Consumer Response /* (2000, 7, 2022/08/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:08/02/2022

      Type:Product Issues
      Status:
      Answered
      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 on 7/25/2022. On 7/28/2022 the water heater was no longer producing hot water. I called A/O smith and they sent me to pick up parts to be replaced. After arriving to pick up the parts they did not honor the request and I had to pay out of pocket for the parts. Parts were replaced on 8/1/2022 and the water heater is still not producing hot water. I reached out to technical support and now they are requesting more maintenance. I have already spent 1800.00 dollars. Which includes initial installation, and uninstalling and reinstalling of the water heater and replacement of heating elements. The company refuses to allow me to return the item stating more information is needed which requires me to make more out of pocket expenses with them requiring special meter readings and another visit from the plumber.

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 8, 2022/08/15) */
      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.

    A O Smith Corporation is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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