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:12/02/2024

  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 bought A O Smith water heater 4 years ago at local Lowes store. It stopped working. Even after I bought two heating elements at Lowes, it still doesnt work. Contact AO Smith warranty and technical support, they told me that I have to hire someone to diagnose the issue with my expense. I asked if they could give me some credit to buy new water heater. The lady just shut off my call. I also called Lowes customer service but I didnt get any help. My water heater is still on warranty but it is nothing when I have the bad quality water heater.

  Business Response

  Date: 12/04/2024

  We're sorry to hear of your experience. We are looking into this and we will reach out to you. 

  Customer Answer

  Date: 12/14/2024

  I missed a phone call from AO Smith. Since my water heater stopped working, there is no way to wait. I bought a new hot water heater from **********. It is a product from Rheem. AO Smith should give me some compensation for their faulty product still under warranty. 

  Customer Answer

  Date: 12/14/2024

  I missed a phone call from AO Smith. Since my water heater stopped working, there is no way to wait. I bought a new hot water heater from **********. It is a product from Rheem. AO Smith should give me some compensation for their faulty product still under warranty. 

  Business Response

  Date: 12/17/2024

  We're sorry we missed you. 
  
  We will reach back out again.

  Customer Answer

  Date: 12/20/2024

   
  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:11/27/2024

  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.

  We purchased a Hot Water heater from AO Smith in 2018 it was installed. It has a 10 year warranty. On November 16, 2024 the Hot water heater died. The panel was completely black and it appeared no power to the unit. I paid $249 for a after hours call to **************** the place that installed the hot water heater - the ********** that came called AO Smith and they said the panel needs to be replaced. I paid $54 to expedite shipping as we live in NE and its cold and no hot water. The ********** came back on November 22 to install new panel - BUT said that we needed a electrician for fuse box. Electrician came changed fuse - BUT hot water heater still did not work. Again call to ****************** 3rd ********** came out on November 26th and 2nd call to AO Smith - AO Smith now says its the heating element that now needs to be replaced. We are currently waiting for the part to come in. We have been almost 2 weeks without Hot Water - the ********** said on November 26th that AO Smith will not replace the unit - they continue to say its different parts that need to be replaced. I have paid $249, $150, $350 and owe the ********** another $350.00 The Hot Water Heater still does NOT work! and I have spent $1100.00 just on the ********** and that does not include the electrician that had to come change a fuse that did not fix the problem. The inside of the hot water heater is rusted - there is water leaking and rust on the outside of the unit and it still does NOT work. I want a new Hot Water Heater per the 10 year warranty from AO SMITH - I am spending a lot of money each time the ********** comes out and the problem isn't fixed

  Business Response

  Date: 12/02/2024

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

  Customer Answer

  Date: 12/02/2024

  We are now on Dec 2, 2024 and I have no answers yet! I have tried to contact other business to replace the Hot Water Heater - BUT they will not due to the warranty. 

  We are in NE it is cold - we NEED HOT WATER! 

  Customer Answer

  Date: 12/02/2024

  Date Sent: 12/2/2024 2:47:19 PM
  

  We are now on Dec 2, 2024 and I have no answers yet! I have tried to contact other business to replace the Hot Water Heater - BUT they will not due to the warranty. 

  We are in NE it is cold - we NEED HOT WATER! 

  Business Response

  Date: 12/03/2024

  Our records indicate we spoke to you earlier today (12/03/24). If you need further assistance, please contact the person who called you.

• Initial Complaint

  Date:11/25/2024

  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 an American Water Heater less than 4 years ago. It started to leak and I called a plumber to come and see if they could fix it. They told me there was nothing they could do and that it was a factory defect. When I called AWH, they gave me a code to get a replacement water heater, but I was on the hook for the labor. The retailer is charging me $1000, plus another $40-$100 to process the exchange. Together with the initial diagnostic fee, I am out of pocket $1,225! This water heater was meant to last 8-10 years. If *** cannot produce a good weld, why should I be on the hook to spend more money? If they can only guarantee the product for 4 years than that is what they should say when selling it to me. This is a lot of money for something that is clearly a manufacturing issue. *** should stand behind their products and when making it right with the customer, that means I should not have to fork over more cash! Meanwhile, water is still collecting in my basement. They know they have you over a barrel and it is unjust. No one is monitoring this action, so what keeps the companies from continuing to produce junk?

  Business Response

  Date: 12/02/2024

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

  Customer Answer

  Date: 12/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appreciate that they are looking into this matter. However, the ball still remains in their court and the complaint will remain open as no resolution was actually proposed. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/18/2024

  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 had a State Water (A O Smith) heater installed in May of 2020. in April of 2022 I noticed the gas valve was leaking gas from behind the box. The plumbers came out and replaced it for no charge under warranty. In october of 2024 I noticed a heavier gas smell suddenly coming from the basement, enough that i felt sick. I turned off the gas and the gas company came out and showed the gas leak was coming from the back of the gas control valve box again. ******* came back out and confirmed this as well. He had another valve on his truck, he installed it and the new one leaked right away. all 3 leaked in the same area. I called AO smith to see if they could send me a new valve to see if it would work. ******* didnt charge for that visit. The next week he came out again and swapped it for the new one right from the company. Same leak in new one. ******* also comped that visit. I called AO smith again and the agreed to send out another gas valve and new wiring but said to have the gas pressure and everything checked first. plumber came out the next week. all gas pressure and everything was perfect. Installed everything and same leak again. this time i had to pay $865. I called AO smith again and they agreed that all the valves were faulty, they said I need to replace the full system but I could get a different brand since swapping with the same brand would result in the same leak again. I asked them to pay for the labor costs since they kept sending me a defective product, and it seemed like they knew it was a defective product but kept sending it and wasting everyone's time.The next day the plumber was able to come out and put a new water heater in of a different brand and there were no leaks, however this cost me $1499.00.I would like to be reimburesed for both charges that I was billed for the labor on their known faulty parts. i would also ask that they pay Mr. ******* of ******* for the 2 trips to my house that they did not charge me for.

  Business Response

  Date: 11/19/2024

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

• Initial Complaint

  Date:11/03/2024

  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.

  Case# ******** Warranty is not honored. AO Smith employee input error information causing delayed in application. Business is keep finding excuse not to honored Warranty. They all ready cost me $200 for parts and repair that, I was told, need to be done before they can move on with the Warranty. After everything, the business is still not honoring my Warranty.

  Business Response

  Date: 11/04/2024

  We're sorry to hear you're having trouble.
  
  We will reach out to you. 

• Initial Complaint

  Date:11/01/2024

  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.

  Water heater was installed back in 2020. It has made poping sounds and humming when the burner kicks on since it was new. AO smith was willing to warranty the burner and sent it out to me. Was installed and took care of the humming problem. Unfortunately the popping sound in the take is still present. They try to blame it on sediment built up in the bottom of the tank. Which is not true. We have drained the tank and stuck a scope with a camera inside the tank, it is clean enough to eat off of. Regardless AO smith still will not warranty the tank for replacement, even after a technician came out and verified the exact same thing that I had already told AO smith. There reply was tough ****, if it's still working they don't care what it sounds like or the fact that the tank is defective and making so much noise that nobody in the house can sleep when the water heaters running!!!. This is my first and last AO smith water heater. They have proven they do not care about their customers or if their product is defective and is still under warranty. I have videos and pictures. They we're not interested in seeing my evidence of their defective water heater. I would like to see me warranty honored and a new water heater sent to me. Please contact me so you can feed me a bunch of c*** again about water settlement built up. I have replaced a lot of water heaters with sediment built up. I have never seen a water heater this clean making the sound before from sediment!

  Business Response

  Date: 11/04/2024

  We're sorry to hear you're having trouble.
  
  We will reach out to you. 

  Customer Answer

  Date: 11/16/2024

  I have not received any response from AO smith and I don't see how the BBB has determined that AO smith has made a good faith effort to contact me. I have no email or phone call records that they have even made an attempt. I would like my case and report reopened at the BBB. 

  Business Response

  Date: 11/19/2024

  We have made several attempts to call and left messages at the number ************** with no response. Please provide an alternate phone number where we may reach you.

• Initial Complaint

  Date:10/14/2024

  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.

  Water heater leaked and water gushed all over the basement floor around 4am on Saturday. Called tech support line to open a case since the water heater is still under warranty. The *** say someone will call me back next day, but it's been two weeks already and still no phone call. Called again three more times, same answer someone will call me back. BUT still no phone call or email at all. Case number ********.

  Business Response

  Date: 10/15/2024

  We're sorry you have not been contacted to resolve the issue. 

  We will reach out to you. 

• Initial Complaint

  Date:09/10/2024

  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.

  The polaris HE water heater by A O Smith failed after 1 year but it was a warranty from another failed tank. so the original tank warranty had run out and they refused to replace it. Never the less this unit should not leak after 1year and 1 month. This has been a recuring problem with this unit in my community of 18 homes all with the same unit. Some homes have replaced this unit 4 times in the 25 years of our community existence.

  Business Response

  Date: 09/10/2024

  Repeated failures is consistent on Polaris water heaters is consistent with a water quality issue. 

  The manual supplied with Polaris water heaters lists limits for chlorides, pH, hardness, and alkalinity.

  The Polaris water heater should never be connected to any non-potable water system. 

  We recommend reviewing the manual provided with the water heater, and ensure the water heater is installed, operated and maintained as stated in the manual. 

  Regardless of what is selected as a replacement, proper installation and maintenance is required to ensure the water heater functions as designed. 

   

• Initial Complaint

  Date:09/08/2024

  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 had a new AO Smith water heater installed on 9/5/2023, with full 1yr warranty for parts and labor. In July 2024, we noticed error code 028, ambient temperature sensor issue. AO Smith shipped out the parts with instructions and said that it is very easy to fix as a homeowner. The instructions required us to cut off both the water supplies so that the top cover could be lifted and go through a complicated install process clearly requiring professional install. After 2 weeks of calling many licensed plumbers, we found one who did the install (another plumber came earlier and after reading the instructions, declined to do the work). The crew of 2 was professional and efficient, following the instructions to the letter (my husband supervised the work), required more than 2h to do the work and charged us $580 for parts and labor. For reimbursement of labor costs, AO Smith said they would cover only $100. A couple of hrs after the heater was fixed, the heater showed compressor error. I reached out to the company and they said that the unit needs to be replaced. They provided with a return authorization number and offered to pay $400 towards the replacement. After our reaching out to several licensed plumbers, we received a install quote of $2,025. Net, for the faulty unit under written labor warranty (no astricks identifying limits), AO Smith offered $100 against cost of $580 for repairs and $ 400 against install cost of $2,025, for a grand total of $2,105. That is a lot of money for an average consumer. I am seeking full replacement and repair reimbursement. I should not have to pay for repairs/replacement on a brand new water heater under warranty.

  Business Response

  Date: 09/09/2024

  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:08/28/2024

  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.

  My original water heater malfunctioned after 2.5 years. AO Smith warrantied the unit and I had to pay $945 in labor to ****** and Sons to have the replacement installed. Three days after install the new unit failed and filled my garage with natural gas vapors, risking an explosion. I had ****** and Sons come back and determine the gas valve and other parts were defective on the brand new unit. AO Smith sent replacement parts and told me to submit the repair costs via a warranty claim. I was never advised there was any type of limit to the amount I could be reimbursed for the safety related repairs. ****** and Sons charged me an additional $1,128.00 for the repairs to the new unit. I sent the repair invoice with detailed description of the repairs including photos taken by the tech. AO Smith said they would only reimburse a flat rate of $100 for the repair, less than 10% of my actual cost to have the new unit repaired. I did NOT ask for the installation fees from the first defective unit. I am now out over $2000.00 for a warranty repair due to the two defective units sold by AO Smith. All of this happening with a 3 week period. I am now seeking reimbursement for ALL labor costs, totaling $2,073.00 due to the two defective water heaters sold by ***************.

  Business Response

  Date: 08/29/2024

  We're sorry to hear there was a problem with your new water heater. 

  We are reviewing our records, and we will reach out to you.