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.

close

Find a Location

A O Smith Corporation has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  A O Smith Corporation

  500 Tennessee Waltz Pkwy Ashland City, TN 37015-1234

  
• 

  A O Smith Corporation

  500 Lindahl Parkway Ashland City, TN 37015

  
• 

  A O Smith Corporation

  6670 Corners Industrial Ct Ste A Norcross, GA 30092-3613

• 

  A O Smith Corporation

  500 By Pass Road Ashland City, TN 37015-1299

  
• 

  A O Smith Corporation

  12100 W Park Pl Milwaukee, WI 53224

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:01/30/2025

  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.

  Purchased a water heater, company does not honor the warranty, says the water heater does not go in a manufactured home but nowhere on the box does it have a warning or attention to this effect.

  Business Response

  Date: 01/31/2025

  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:01/24/2025

  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.

  The heater that was bought from the company only 5 years ago started leaking. I was told by the company that they cant replace it and they would only issue a refund of around $480.They never got back to me until close to a week of reporting the incident. They said that they need the actual stickers to be mailed to them. I explained that no one would keep a broken heater in the winter time and that I dont have it anymore. I also sent them all the pictures by email (I luckily had the sticker in a photo).They asked me to email, it takes them around a week to reply to each email. After back and fourth they told me to call the number *************. After calling the number I was routed to 5 department and eventually spoke to a supervisor that said he cannot do anything and that I need to email back.I need my refund.

  Business Response

  Date: 01/24/2025

  We're sorry to hear you've been having trouble.
   
   
  We are reviewing our records, and we will reach out to you.

• Initial Complaint

  Date:01/23/2025

  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.

  Their water heater died while under warranty. I exchanged 26 emails and 9 phone calls, (not all are attached.) where I asked and received instructions about how to file the claim. I diligently followed all of their instructions. AFTER the plumber disposed of the old unit, they informed me that I would need to turn in a sticker that had been affixed to it, to receive reimbursement for the cost of the water heater. This is now impossible. If they had provided such instruction in a timely manner, I would have provided it. Furthermore, I do have photos of the sticker.

  Business Response

  Date: 01/24/2025

  We're sorry to hear you've been having trouble.
   
   
  We are reviewing our records, and we will reach out to you.

• Initial Complaint

  Date:01/21/2025

  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.

  WE BOUGHT A NEW WATER HEATER 11-29-24 AT ******* HARDWARE STORE, ************************************, ************. ASSOCIATE *******, AT 9:35AM. THEY DELIVERED THE WATER HEATER, SAME DAY, IN ORIGINAL BOX, SEALED. MY HUSBAND INSTALLED IT AND IT DID NOT WORK. WE CALLED ******** STORE AND THEY TOLD US TO CONTACT **** *******, LICENSED AND INSURED, ELECTRICAL CONTRACTOR , LICENSE NUMBER ********. HE IS ALSO A MASTER ELECTRICIAN LICENSE NUMBER ********. PHONE NO. IS ************. ADDRESS IS ***************************************************. RIGOZZI FOUND THE PROBLEM AND FIXED IT. TOP HEATING ELEMENT BURNED IN HALF. WE BOUGHT NEW ELEMENT AND WORKS FINE. WARRANTY CLAIM SUBMITTED- CASE NO. ********. I HAVE MADE OVER 10 CALLS, AND THEY TELL ME IT'S COMING. THE BAD PART WAS RETURNED TO ******* AND WE PURCHASED HEATING ELEMENT 4500 WATT-240 VOLT COPPER. THE NUMBER I CALL IS *************************. HOPING YOU CAN HELP.

  Business Response

  Date: 01/22/2025

  We apologize for your frustrating experience. 
  
  We will be reviewing our records and reaching out to you.

• Initial Complaint

  Date:01/21/2025

  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.

  AO Smith,I purchased on January 17th of 2024 a hybrid pump high efficiency electric hot water *********************** the month of November 2024 I started to experience an error code on my hot water heater related to the hybrid portion of the water heater. I contacted ******** a local plumber who came out to attempt a diagnosis of the error code. Due to the issue being with the hybrid portion we needed to lean on an HVAC technician. After the arrival of ******** ******** Heating and *********** they were able to successfully contact AO Smith technical support and ultimately lead to an RA number for a swap out on the unit.I have attached AO Smith's warranty guide that outlines a 1 year labor warranty and 10 year parts warranty. There are limitation stipulations and I have met all limitations stipulated by the warranty guide. However, after numerous phone calls to AO Smith technical and warranty support it has been expressed that the labor is capped at a $200 payout that was never outlined in the uploaded warranty guide.I am writing to request that AO Smith covers the diagnosis and labor costs associated with reinstalling a faulty hot water heater that has been approved for a swap-out under your warranty. The unit in question has been deemed defective, and I would appreciate it if you could cover the associated charges for the service. Given that the replacement has been authorized, I believe it is reasonable for AO Smith to assume responsibility for these additional costs. Thank you for your attention to this matter, and I look forward to your prompt response.I would furthermore suggest an update to your limited warranty guide that informs consumers that the max reimbursement cap is $200. If the warranty guide had stated this I would not be in a position as a consumer to file this complaint.I believe that you'll find that I'm reasonable and am merely requesting at this point that someone educated in AO Smith's warranty guide reach out so we can discuss resolution

  Business Response

  Date: 01/21/2025

  We apologize for your frustrating experience.
  
  We will be reviewing our records and reaching out to you.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22837615
  
  I am rejecting this response because:  Please note that as of right now I'm rejecting the response.  It is just to state formally that we have not reached and agreeable decision.  I appreciate and respect that AO wants to review my request and I appreciate the prompt response.

  Please do not take the rejection as a sign of disrespect.  As soon as we reach a resolution that we both agree on I will accept the response at that point.  I had been attempting to reach out to the legal department through AO Smith.  At this point if someone would like to reach out to me on my personal cell my number is ************.

  Once we reach a resolution I would even be willing to remove the complaint if the BBB would agree to that.  I have no doubt that we will reach a resolution.  I look forward to continuing my communication with AO Smith in regard to this.

  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 01/26/2025

  Five days ago AO Smith responded that they were reviewing information and would get back to me.  Thus far I have not heard anything from them.  Would it be appropriate for me to expect a response by tomorrow from AO Smith?

  Business Response

  Date: 01/28/2025

  We were able to contact you on 1/28/25 and reach an agreement. If you need further assistance, please don't hesitate to reach out. 

• Initial Complaint

  Date:01/17/2025

  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 my A O Smith Signature 500 55 Gallon, 5500 Watt, Water Heater from Lowes In early November, 2024. Serial number *************. It was installed on November 25, 2024. Since then I have called this company more than a half dozen times and spent hours on the phone, on hold, being transferred and being hung up on trying to get the unit to work properly. In fairness to the company, several of their customer service personnel have been empathetic and helpful on the phone. The personnel even sent two new control units to me to try to fix the problems. One problem was that the first two units would not allow a temperature change on the controller and would not connect to WiFi. The third finally allowed a temperature change, would connect to my WIFI router but still would not connect to the app or to my phone. In reaching out to ***** where I made the purchase, they asked me to contact the company and to ask for a return authorization so that I can get a refund and possibly purchase another brand. At this point I am extremely disappointed with the purchase and want to return the heater and get a refund. i have the original receipt and paperwork.

  Business Response

  Date: 01/20/2025

  We apologize for your frustrating experience.
  
  We will be reviewing our records and reaching out to you.

• Initial Complaint

  Date:01/17/2025

  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 will have to install my third (3rd) AO Smith Water Heater in three (3) years due to product failure.First Tank Installer: April 7th 2022 Seconds Tanked Installed: July 21st 2023 Third Tank Failed: January 2025 Third Tank Replaced: TBD A O Smith does not cover the labor to replace the defective water heaters, making me front the bill for the plumber to replace the defective water heaters.Both water heater failures have been due to the heat pump compressor failing.

  Business Response

  Date: 01/20/2025

  We apologize for your frustrating experience.
  
  We will be reviewing our records and reaching out to you.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22826657
  
  I am rejecting this response because:

  The company never called me back.

  Missed Call from AO SMITH representative: 21JAN2025 13:44 Eastern

  Left Voicemail on 23JAN2025  09:10 Eastern

  I have not heard back since,

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/07/2025

  Our records show we were able to reach you and come to a resolution.
  
  If you need more assistance, please don't hesitate to reach out.

• Initial Complaint

  Date:01/17/2025

  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.

  My water heater was replaced under home warranty, paid $935, 6yr tank installed 6/19/24; when I called Cust Svc I was told I could only get get 5 1/2 yr warranty expires 12/8/29 based on manufactured date; this is not right should be 6 yr warranty, not a fair trade; contractor ***********************, ***************** Leisure st, Livermore *****

  Business Response

  Date: 01/20/2025

  We apologize for your frustrating experience. Our warranties do begin at the date of purchase if we are supplied with a proof of purchase to provide that date. In lieu of that, we would use the date of manufacture.
  
  We will be reaching out to you to arrange sending a proof of purchase.

• Initial Complaint

  Date:01/16/2025

  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 water softner on October 1, 2024. On December 1, 2024 the ******* stopped working and the machine lit up a ***** number to call. I called and spoke to someone and they said it needed a part and they were going to send it out. The part arrived and I installed the part. Water was spraying everywhere after the install and I called again. They said the machine is faulty and they would do a "cash out" on it. They said within 24 hours I would receive a call. 3 days later I received a call from a very rude, matter of fact, deceitful employee. They said they would give me $431 which I answered that I paid over $500 not including taxes for the product that is not usable and it's less than 3 months old. I went back and forth with him over a few phone calls and picture emails of my receipt that shows the total amount due but doesn't compute taxes on the line item(like every receipt in the world) I went 3 weeks with hard water. Had to pay a plumber to remove and reinstall a better quality, comparably priced unit. That's on top of the initial install of the faulty A.O. Unit. I have spent over 12 hours on the phone and coordinating everything. I paid over $1000 extra in labor due to A.O's faulty unit. Also they never returned the sales tax that I paid on the unit so I am in the negative roughly $40 there. I do believe a lot was handled poorly but the most concerning is the tax fraud committed on the part of this company. I will never buy A.O anything and will be shopping at ********** due to A.O's handling of this sale that originated at what was my favorite store, *****

  Business Response

  Date: 01/17/2025

  We apologize for your frustrating experience and want to help get this resolved.
  
  We would be happy to include the sales tax you paid in the offer that was made when we spoke with you yesterday. In order to do that, we would need a proof of purchase showing the dollar amount you paid. Please either reply back through here, or to the email sent by our technical assistance team requesting this. 
  
  We did receive a reply to the original request, but it did not contain any attachment or clickable link.
  
  We look forward to hearing from you.

  Customer Answer

  Date: 01/19/2025

  I did send the receipt and it had the tax total at the bottom but it was the total tax I paid on all items I bought that day, not just the softner unit.  
  

  I can't get a breakdown receipt that shows solely the tax on the unit because I bought multiple other items on the same purchase.  They give a total tax, not a line item breakdown.  
  

  Also what about the 2 bags of salt ($10 a bag) that I wasted and had to pay a plumber to hand scoop out of the faulty softner?  What about the plumber I had to pay $800 to disconnect, empty, return, rebuy and reinstall the unit? What about the inconvenience of having to use hard water for 3 weeks? What about the water that seeped into an ajoining room with new carpet that I had to protect and dry out? 
  Over 8 hours on the phone, 2 hours replacing a supposed faulty part only to find out the unit as a whole is junk? 
  

  I had $30 in gas lost, $20 in salt lost, 10 hours of time lost, $800 in a plumber lost and lost $34.11 in sales tax.  
  

  That adds up to a total of almost $1000 I lost due to your faulty item and that doesn't include the major inconvenience.  
  

  I've solely used ************ Water boss softner units for 15 years prior and only switched to A.O due to a growing relationship with ******.  Never had 1 issue in 15 years with Water boss.  
  

  Also as I talked to people about my experience with A.O customer service I was taken a back by the amount of people that have had similar issues with A.O.  Including but not limited to ****** customer service clerks, pro desk specialists and even the cart corral employees.  All have had similar issues with A.O. Claims and customer service.  
  

  Stand behind your products or fix the issues with all your units.  You can't put out faulty products and when you have to honor them, put the loss on ********* valued customers.  I spent $30,000 at ****** alone last year.  
  

  Due to how this was handled I will be going back to ********** because their manufacturers stand behind their product when an issue arises. 

  Customer Answer

  Date: 01/19/2025

  I did send the receipt and it had the tax total at the bottom but it was the total tax I paid on all items I bought that day, not just the softner unit.  
  

  I can't get a breakdown receipt that shows solely the tax on the unit because I bought multiple other items on the same purchase.  They give a total tax, not a line item breakdown.  
  

  Also what about the 2 bags of salt ($10 a bag) that I wasted and had to pay a plumber to hand scoop out of the faulty softner?  What about the plumber I had to pay $800 to disconnect, empty, return, rebuy and reinstall the unit? What about the inconvenience of having to use hard water for 3 weeks? What about the water that seeped into an ajoining room with new carpet that I had to protect and dry out? 
  Over 8 hours on the phone, 2 hours replacing a supposed faulty part only to find out the unit as a whole is junk? 
  

  I had $30 in gas lost, $20 in salt lost, 10 hours of time lost, $800 in a plumber lost and lost $34.11 in sales tax.  
  

  That adds up to a total of almost $1000 I lost due to your faulty item and that doesn't include the major inconvenience.  
  

  I've solely used ************ Water boss softner units for 15 years prior and only switched to A.O due to a growing relationship with ******.  Never had 1 issue in 15 years with Water boss.  
  

  Also as I talked to people about my experience with A.O customer service I was taken a back by the amount of people that have had similar issues with A.O.  Including but not limited to ****** customer service clerks, pro desk specialists and even the cart corral employees.  All have had similar issues with A.O. Claims and customer service.  
  

  Stand behind your products or fix the issues with all your units.  You can't put out faulty products and when you have to honor them, put the loss on ********* valued customers.  I spent $30,000 at ****** alone last year.  
  

  Due to how this was handled I will be going back to ********** because their manufacturers stand behind their product when an issue arises. 

  Business Response

  Date: 01/21/2025

  We received an email on 1/16/25 that suggested it had a proof of purchase attached to it via a ****** Drive link. However, there was no actual file attachment or link in this email, only text.
  
  We will be reaching out to you via phone to arrange sending your proof of purchase to us.
  

• Initial Complaint

  Date:01/13/2025

  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 bought i hot water on demand less than 5yrs ago.... 1400 bucks.... this is the 3rd time it s*** to bed.... same problems all 3 times.... heat exchanger leaks on the electronics.... wife looked up the number and was reading reviews and same problem across the board.... people on their 2nd 3rd hot water on demand.... same model..... this is a fire hazard.... I contacted the company because last one purchased was 12 23 23 and they say they won't return it.... a year old and this is junk.... 1400$ and want me to eat it..... everyone has the same problem that had it over a year or ***** please look into this and stop them from selling this!!!!

  Business Response

  Date: 01/15/2025

  We apologize for your frustrating experience.
  
  Our records indicate we were able to reach you by phone earlier today (1/15/25) and come to a resolution. If you need further assistance, please let us know.