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

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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:01/13/2025
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.
Dear BBB I am reaching out to address a concerning issue I recently encountered with a purchase I made at Lowes store located at ************************************** on January 10, 2025.On the aforementioned date, I purchased an electric water heater from the store to replace the one at my residence. However, upon installation, it became apparent that the water heater was not functioning properly. Consequently, I returned the defective item to the store on January 11, 2025, (the next day)The store would not exchange, return, and even offer store credit to me. They said that I need to get an Authorized return number from ** smith (the manufacture of the unit, because the box was opened) I asked them how I should do that. They gave me a number that didnt work for ** smith and I was stuck. The store told me to leave the unit there and that Monday I can call them back and it will be taken care of. I also called Lowes customer support number listed and spoke with an agent. She insured me not to worry and be stressed, that Lowes will make this right and wanted me to be satisfied. She was apologetic and sorry for the hassle.Unfortunately, the return, refund, or store credit never came from Lowes. They still have my old unit and Im out a total of $560.74. ** smith informed me that they need the unit reattached and reinstalled to trouble shoot the issue in order to issue the ** number. For your reference, the store's contact information is as follows:Lowes Store: ********************************************************************** Phone Number: ************ ** Smith number- ************** As a residential homeowner, I have always held Lowes in high regard for its quality products and customer service. That is why I was particularly surprised and disappointed by the lack of understanding I encountered when dealing with a recent issue. I believe that as a valued customer, there should have been more consideration and empathy shown towards me.***** ****** ************ Thank you such.
Business Response
Date: 01/14/2025
We apologize for your frustrating experience.

We will be reviewing our records and reaching out to you.
Customer Answer
Date: 01/14/2025
Good evening,
AO smith and or Lowes has not contacted me. The store is requesting an authorize return number from A.O. Smith. I am still out the funds and do not have the water heater in my possession. *********** in ******* has the item however, is not returning it because of Ao smith not issuing an AR number. If you AO Smith is truly trying to make this right, please contact Lowes store in ********** with the appropriate return number and or contact me at the number provided ************.
Customer Answer
Date: 01/14/2025
Good evening,
AO smith and or Lowes has not contacted me. The store is requesting an authorize return number from A.O. Smith. I am still out the funds and do not have the water heater in my possession. *********** in ******* has the item however, is not returning it because of Ao smith not issuing an AR number. If you AO Smith is truly trying to make this right, please contact Lowes store in ********** with the appropriate return number and or contact me at the number provided ************.
Business Response
Date: 01/20/2025
We attempted to contact you by phone but weren't able to get an anwer. We will attempt to reach you at the ************ again.
Initial Complaint
Date:01/08/2025
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 Currently have an ao smith warranty on my boiler serial # ************* . They are supposed to replace the broken boiler . They are only offering me a partial payment because they decided to severe the contact with place i purchased the original boiler . I tried resolving over the phone and explaining that i shouldnt loose out because of them not working with a certain store . I am entitled to have my full boiler replaced , not a partial payment . I can go to any other store .
Business Response
Date: 01/10/2025
We aplogogize for your frustrating experience.

We will be reviewing our records and reaching out to you.
Customer Answer
Date: 01/15/2025

Complaint: 22784134

I am rejecting this response because:
They didnt offer anything more
Sincerely,

****** ******
Business Response
Date: 01/21/2025
We understand your concern, and we truly value you as a customer.

After careful consideration, weve provided the best possible offer in line with our policies and procedures.

We are unable to increase this offer.
Customer Answer
Date: 01/23/2025

Complaint: 22784134

I am rejecting this response because:
You said its was my only option to accept $500 for the warranty. However , if you would've still dealt with the original company i would've received the full water tank . I don't understand why i get to loose when you stop doing business with a certain company . The warranty is from AO smith not from a 3rd party . Since i am still under the warranty , you failed to explain why i don't deserve the full tank.

Sincerely,

****** ******
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.
Customer Answer
Date: 01/30/2025

Complaint: 22784134

I am rejecting this response because:
They just called and said that its a final decision and they cannot give any more money had they still dealt with the original dealer they wouldve given the whole tank. Since they dont deal with the original dealer , $500 is the best they can do.
I still dont understand why I am not entitled to the full water tank
Sincerely,

****** ******
Initial Complaint
Date:01/05/2025
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 a new house that came with an A. O. Smith water heater. It failed within 33 months.The manufacturer replaced the unit, but I had to pay $500 for installation.The replacement unit failed last month. It would cost me $821 to have the second replacement installed. The warranty documents state that there is a six- year warranty on each water heater. No where does it state that the warranty period starts with the installation of the original unit. I would have to pay $821 to install a unit with only five months left on the warranty.
Business Response
Date: 01/07/2025
We apologize for your frustrating experience.

We are reviewing our records and will be reaching out to you.
Initial Complaint
Date:12/30/2024
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 March of 2024 I went to ***** and bought an AO Smith Water Heater. December 21st it quit working. I tried all I could to repair as a single, disabled woman. I finally called warranty. The original receipt is faded and can not be read. They looked up the serial number and it was made in December 2023. So only a year since it was built in factory but they want me to prove I bought it less than a year ago despite having a six year warranty! I called Lowes and they only do receipts for six months back. Warranty will take nothing other than a receipt that I can not get despite knowing its been under a year. ***** says their hands are tied and warranty says they can do nothing and Im going on ten days with no hot water. Warranty recommends I hire someone else and they MIGHT reimburse me. This is a disgusting warranty and they keep trying to force me to fix it on my own or game a friend come fix it instead of forcing them to uphold their warranty!
Business Response
Date: 01/02/2025
We're sorry to hear you've been having trouble.

We are reviewing our records, and we will reach out to you.
Customer Answer
Date: 01/12/2025
They never even reached out to me or did anything to deal with the matter at all! I still have no hot water and theyre still refusing to fix it!
Business Response
Date: 01/20/2025
Our records indicate we were able to reach you by phone on 1/17/25 in the evening, possibly after your most recent reply was sent. If you still need assistance, please contact the person who contacted you.
Initial Complaint
Date:12/16/2024
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 contacted B.B.B. ******* on approximately 12/19/2022 because I have an A. O. Smith water tank that was installed April 2022, prior to me buying the home and the flame went out. I had to wait for parts to be delivered and had no hot water for the holidays and was unable to host Christmas dinner. Now nearly two years to date, the same thing has happened and I have to pay over $400.00 to get hot water in my home again. This should not be an annual occurrence and I want the tank replaced and I want to be refunded for the money I had to spend on repairs for a 2 year old tank.
Business Response
Date: 12/17/2024
We're sorry to hear you've had trouble.

We are reviewing our records and we will reach out to you.
Customer Answer
Date: 12/17/2024

Complaint: 22696642

I am rejecting this response because:
the company is simply telling me they will review my complaint. No solution has been offered
Sincerely,

********* *****
Business Response
Date: 12/26/2024
We apologize we have not been able to reach you. We will try to reach out again.
Customer Answer
Date: 01/01/2025
I received a phone call from ****** at A. O. Smith on 12-23-2024 at 1:42 pm.
I work 20 hours per week and I was ar work that Monday when she called. ****** left a voice mail message and I returned her call and left her and voice mail message as well. U let her know that this was the second time in two years that the hot water tank failed and I have paid out nearly $700 00 in repairs
The tank was installed in April of 2022 and is still under warranty. I requested a replacement tank and a refund for the money I have spent in repairs.
I also don't understand why a commercial grade tank was installed in a residential home that's approximately ***** feet in square footage. I am also being forced to deal with over eager plumbers that are trying to convince me that the tank needs to be rebuilt and I need to spend thousands of dollars to have it rebuilt.
Each plumber has mentioned that the tank was built in 2021 and they have seen multiple problems with this tank even though A. O. Smith is not a household name like Rheem and GE or Bosch.
I would sincerely like a resolution before it goes out again and I'm forced to spend money again for a plumber. This is a nuisance and putting my household budget in a real crisis!
Customer Answer
Date: 01/10/2025
I received a phone call from ****** at A. O. Smith on 12-23-2024 at 1:42 pm.
I work 20 hours per week and I was ar work that Monday when she called. ****** left a voice mail message and I returned her call and left her and voice mail message as well. U let her know that this was the second time in two years that the hot water tank failed and I have paid out nearly $700 00 in repairs
The tank was installed in April of 2022 and is still under warranty. I requested a replacement tank and a refund for the money I have spent in repairs.
I also don't understand why a commercial grade tank was installed in a residential home that's approximately ***** feet in square footage. I am also being forced to deal with over eager plumbers that are trying to convince me that the tank needs to be rebuilt and I need to spend thousands of dollars to have it rebuilt.
Each plumber has mentioned that the tank was built in 2021 and they have seen multiple problems with this tank even though A. O. Smith is not a household name like Rheem and GE or Bosch.
I would sincerely like a resolution before it goes out again and I'm forced to spend money again for a plumber. This is a nuisance and putting my household budget in a real crisis!
Business Response
Date: 01/13/2025
We apologize we weren't able to reach you.

We will reach out again.
Customer Answer
Date: 01/16/2025

Complaint: 22696642

I am rejecting this response because:
I have contacted ****** , the representative at A. O. Smith multiple times. I have left a message with my name, the date and time of day I am calling and have not gotten a call back. I have been on vacation all week and there is absolutely no reason ****** cannot reach me.
I did let ****** know I was on vacation and yet I have not gotten a call from her. I let ****** know I want my hot water tank, that's still under warranty, replaced and I want to be refunded for the hundreds of dollars I've paid the plumber to come out and make the repairs.

Sincerely,

********* *****
Business Response
Date: 01/21/2025
Our records indicate we were able to contact you on 1/17/25 and sent an offer to you via email. We received a reply from you on 1/18/25 asking for clarification on the instructions that were sent, which we replied to on 1/20/25.

We will attempt to contact you by phone at ************ again.
Customer Answer
Date: 01/22/2025

Complaint: 22696642

I am rejecting this response because:
I spoke to ****** and she has given me instructions on how A. O. Smith will buy out my warranty. We discussed a number of $1,650.00. I accepted those figures.
My 91 year old mother had a medical scare and things are just now getting back to normal. I apologize ****** and Better Business Bureau for the delayed response. I plan to print the email tomorrow and scrape off the sticker i need to return to ****** and have it in the mail by Friday 01/24/2025.
Sincerely,

********* *****
Customer Answer
Date: 01/26/2025
01/26/2025
Hero B.B.B.,
In regard to my complaint #********, against A. O. Smith, I have asked ****** to halt the warranty buyout on my hot water tank. I typically work with a specific plumber and he had not been available. I contacted him regarding installing my new hot water tank and he came to my house on Friday, 1/24/2025. He looked at the tank and inspected the discharge pipe inside my home and outside of my home. His opinion was that a new tank was not needed. He said instead he was going to install an elbow facing downward so that the wind will not blow directly into the pipe and continue to extinguish the flame.
He installed the elbow, I returned the new Rheem hot water tank that I purchased and I am waiting to see if that eliminates the problem. It makes a lot of sense and it didn't involve ripping out the old tank and replacing it with a new one. Thank you for your assistance to date and if this fix works, you should not hear from me regarding this issue again.
Sincerely
********* McBay
Customer Answer
Date: 01/28/2025
Hello B.B.B,

I sent you a message letting you know that the matter seems to be resolved.
A plumber that has worked on multiple projects at my home, in other locations before I purchased my current home offered a simple resolution. He said all that I need is an elbow on the *** pipe on the exterior of my home and he installed the pipe. I have attached a picture. I appreciate all that you have done to be of assistance, to date
Initial Complaint
Date:12/15/2024
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.
Their hybrid heat pump water heater creates so much scale that it clogs my **************** head. It was installed in Nov 2023 and this issue started within a few months. Doesn't happen to my ***************** electric water heaters. I spoke to the city and the water in our area is actually soft. I tested our home water from the ************* not hard. So it's not the water. I turned off the hot water to the sink for a couple weeks and the problem stopped. So it's only the hot water. Not the cold water. Thousands of their units have been installed in our city of ********** due to a rebate program. They have never had this complaint from anyone else in the city. The installing company has never had this complaint. So it really seems like it is an issue particular to the unit in my house. They put in new special low scale heating element, but the problem persists. However, the woman I spoke to in technical support was no help. It seemed like she was not trying to be helpful, but was just making up excuses at every turn. And when I'd poke a hole in her excuse, she'd just come up with another excuse. None of which made any sense. The unit in my house is faulty and under warranty; yet thus far they are refusing to replace it. This company is crooked and makes faulty water heaters.
Business Response
Date: 12/16/2024
We're sorry to hear you've had trouble.

We are reviewing our records and we will reach out to you.
Customer Answer
Date: 12/16/2024
I haven't heard anything directly from the company, but if it is helpful, here is the Support Case number they can use to look me up. 18184530. Thanks
Customer Answer
Date: 12/23/2024

I haven't heard anything directly from the company, but if it is helpful, here is the Support Case number they can use to look me up. 18184530. Thanks
Business Response
Date: 12/26/2024
Our records indicate we spoke with you on 12/18/24.

We apologize if there was any miscommunication or if your issue is not resolved. We will reach back out.
Initial Complaint
Date:12/09/2024
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.
Our commercial grade hot water heaterOur commercial grade hot water heater burner assembly stopped working in August 2024. It is now December, 2024. The wrong parts were sent twice. 4 months of waiting from someone in parts department to return phone calls. Requested numerous times for a parts supervisor to get correct parts sent. Now, customer service wants us to pull the defective part from the hot water heater, take pictures, upload them to send to their company email address. HOPEFULLY, it should get forwarded to somebody in the correct department. 4 months without hot water when I can get the part from Amazon within 48 hours.
Business Response
Date: 12/10/2024
We're sorry to hear about your frustrating experience.

We want to ensure your issue is resolved.

We are reviewing our records and we will reach out to you.
Initial Complaint
Date:12/07/2024
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 an electric hot water heater back in 6/24. I was advised the model I bought would suffice my condo. I have struggled with getting hot water to my showers. I had other issues at hand, but then returned to this. On November 30, I contacted AO Smith regarding the issues.. I spoke with *****, who opened a case for me (Case ********). He transferred me to technician ****. We went through several things and he agreed something not right and I said my plumber thought unit was not supporting my output of water. **** wanted to try replacing elements first, I agreed. He said if that doesnot work, we WILL work with you on getting an upgrade/new unit. On 12/5 my elements were delivered, and on 12/6, my plumber replaced them. Still not getting the hot water needed. I called AO Smith again on 12/6, spoke to ****. We went over everything again that I did with ****. **** AGREED with **** and my plumber, the unit I was advised to get s not good for my home. I need to upgrade. I asked **** how to go about it. He said I needed to start with Lowes to see if they will assist with the upgrade. On 12/7, I went to Lowes and spoke with management. Advised whole story and he said yes, they will work with AO Smith on this. Should be no problem. With that, I also ordered a NEW hot water heater, but I needed to go back to AO Smith and get a refund authorization emailed to Lowes. I called AO Smith again, spoke with ******. She advised cannot do a refund authorization as there technically is nothing wrong with the unit. I asked to speak to supervisor. Supervisor, *****, called me back. Explained the entire case from day one again and he said no. We cant do this because nothing to prove something "wrong" with the unit. I said you had associates representing AO Smith that said this CAN be done and also Lowes said it can, they and your company do it all the time. ***** refused. I said they need to stand behind their representatives. Looking for refund of 1st purchase $349 + SC tax.
Business Response
Date: 12/09/2024
We're sorry to hear about your frustrating experience.

We want to ensure your issue is resolved.

We are reviewing our records and we will reach out to you.
Initial Complaint
Date:12/05/2024
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 this horrible hot water heater in November of 2023, since then it worked for 6 months and then has been failing to make enough hot water. The company dragged their feet and made me spend hours on the phone to get nothing and I still have no hot water.
Business Response
Date: 12/06/2024
We're sorry to hear you've had trouble. We are reviewing our records and we will reach out to you.
Customer Answer
Date: 12/29/2024
Hi I did not realize i had to get back to you guys within 10 days but the company never contacted me. Thanks for nothing.
Business Response
Date: 01/13/2025
We apologize that we weren't able to reach you. We will attempt to reach out again.
Initial Complaint
Date:12/03/2024
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.
This water heater almost caused my entire house to blow up. Our water heater was purchased less then 6 months ago and it exploded in our home. One of us was burned and needed aid rendered. Apparently there was a small rip in the screen. Not sure how that happens to a new water heater but it did and when turned on it exploded in our faces!!!! No one should own these and this company should be sued. This is absolutely not ok. There was backfiring and flames coming out followed by a huge boom noise.
Business Response
Date: 12/04/2024
We're sorry to hear about your experience.

We will reach out to you.

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A O Smith Corporation is BBB Accredited.