ComplaintsforA O Smith Corporation
Water Heater Manufacturers
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Complaint Details
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Initial Complaint
11/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased A.O. Smith 50 gal hybrid heat pump water heater installed on 8/11/2021 and the heat pump failed (*** code) October, 2022. Company replaced the unit but I paid labor and delivery/shipping for the replacement which was installed 10/31/2022. The replacement began showing the *** code occasionally in August, 2023 but is currently kicking off sometimes daily. The company provided RA # on 11/28/2023 to replace the unit but refuses to pay any associated costs for labor or shipping/delivery which is unacceptable. The company's consumer relations rep would not discuss any resolution other than replacement of the unit and would not provide other people to whom I could speak. In addition to BBB complaints, other internet sites report consumer complaints with the same experience (multiple units having to be replaced and the replacements failing with the *** code). Although the company is honoring the warranty to replace the unit, multiple failures add up to thousands of dollars for the consumer in labor and shipping costs which can soon exceed the cost of the unit itself. It is unfair for the consumer to incur such substantial costs for defective products that last only 15 months or less.Business response
11/30/2023
We're sorry to hear you've had trouble with your water heater.
We will contact you to ensure you receive the warranty coverage included with your purchase.Customer response
12/08/2023
Better Business Bureau:
Re: complaint ID ********The company has agreed to pay an agreed upon amount for labor associated with the install of the replacement unit covered by the warranty. I am satisfied with the resolution.
Sincerely,
*********************************Initial Complaint
10/24/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I bought and had installed a 50 gallon state water heater on 10/17/22, it failed and I had to have it replaced on 02/16/23, that heater also failed so I had to replace it on 10/20/23, I called state and said that I wanted an electric model instead of the two hybrids that had to be replaced, the difference in price is around $700.00 , they agreed to pay the difference while on that call. I called my plumber and set a date for him to come install the new heater for Friday 10/23, I then went to the granite group plumbing supply to order said heater and they called state water heaters to confirm that the difference in price would be refunded to me . The plumber came to install the heater, and informed me that state had emailed the supply house that they would not pay me the difference, they changed their minds I guess. Ive had to pay the plumber twice now to remove and replace these heaters and also paid for the parts to do said changes ,, what right do I have as a consumer to collect the difference in the price ?Business response
10/24/2023
We are reviewing our records and will reach out to the consumer for resolution.Customer response
10/25/2023
Complaint: 20771412
I am rejecting this response because:
There has been no response, A O Smith or state have reached out to me to resolve this issue , Im out of pocket the difference price between their hybrid water heater and electric heater plus the cost of the plumber fees and parts purchased to change out the heaters ,, Nobody has tried to contact me , and Im $750 out of pocket which is unfair as I and the supplier were told I would be reimbursed the difference of price between heaters, if you need serial numbers of said heaters I can provide them , I also have receipts from purchase of said heaters.
Sincerely,
*******************Business response
10/27/2023
We spoke to ************** and came to an agreement on the difference.Initial Complaint
10/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called in for a water tank warranty on October 1 2023. Was given an *** number and was told that I could throw the defective unit away. The retailer will not honor warranty without the defective unit that reliance told me to toss.I have called multiple times to figure out a solution. I keep getting told that it is being handed to a supervisor for them to handle. I am going on 2 weeks without hot water . My wife is having to heat water on the stove to give our children baths. We are a family of 5 with my income being the only income. I need a solution to this My case number with reliance ********Business response
10/12/2023
We are reviewing our contact history with **************, and we will reach out to him to resolve the matter.Initial Complaint
09/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
AO Smith Boiler died within manufacturer's warranty. Reached out to AO Smith and obtained a Return Authorization. However, we are required to rip out the boiler and take it to the store we purchased it from to get a store credit for a replacement. While it sounds reasonable, this is 100% effective in preventing the customer from using the warranty. It is not possible to get a plumber to uninstall a boiler, take it to the store, get the store credoit, get a replacement and install it in the same day. This may be industry standard but it is perfectly designed to ensure the warranty never gets used.Business response
12/06/2023
We will reach out to offer an alternate resolution.Initial Complaint
09/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought an AO Smith Signature 100 water heater back in Feburary for a new ADU addition in the ******* area. It was installed in June and tested normal. Since there was no tenant for the past couple months, we turned it off. Now the tenant moved in and we turned the water heater back on, it does not produce hot water. We called the warranty service and were given two local plumbers' numbers. The first one said we are outside their service area. The second one said they don't provide warranty service for AO Smith anymore. We called AO Smith again but were told these are the ony service providers in the area. We went to AO Smith website and found a third provider, called, but they also said stopped providing warranty service for AO Smith. Called AO Smith again, and was told we can find our own plumber and they will reimburse $100 plus parts. The $100 doesn't even cover the diagnoses the plumbers charge. So this left us with no warranty service at all with this brand new water heater. So we are reaching out to request AO Smith to either cover all repair expenses or cost for replacement. Thank you.Business response
09/21/2023
We are reaching out to the customer to resolve this matter.Initial Complaint
09/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have contacted AO Smith and even took pictures and sent them to them to show them how it is installed professionally and correctly! I am disabled and have had 3 reliance heaters, AO Smith is the parent company, in about 6 or seven years and that is ridiculous. The problem is in the electronics giving off false codes and the shutting off causing me to have to go turn it off and let it reset, then wait ten to twenty minutes and then relight it. Last winter we had record snow and I had to go outside shovel three feet of snow away from the water heater door and relight it. Not real fun when I have degenerative disc disease in my spine and have had 8 major surgeries. All three of the reliance water heaters that I have had put in have had the same problem and a lot of plumbers up here where I live will no longer install them because they are nothing but a problem!Business response
09/08/2023
Were sorry to hear of your experience with our product and will be glad to look into this further. We are reviewing the information and will be reaching out to you to discuss.Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Order the hot water tank from ao Smith had it installed by a license plumber within 6 months. It broke. The pilot kept turning off. I would have to light the pilot multiple times a week and then it ended up being multiple times a day. I called AO Smith customer support. They send me five contact numbers to come and service the unit. Only one company actually responded and came to my house. They determined there was a problem with the igniter and that they will order the part and come and replace it. a month and a half later. There is no part on order and the contractor disappeared and A.o Smith customer service is terrible. They hung up on me over three times already. No solution as of today. Once again, this was a company that they recommend that works for them for their warranty work. This is very unprofessional and not reliable, especially for hot water unit in a multi-family residenceBusiness response
09/07/2023
We apologize for the issues experienced and are working with the customer concerning their request.Initial Complaint
08/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I build my new house 3 years ago and had a new 50 gallon AO Smith Hybrid Water heater was installed and working fine for about 2 years only until 1/2023 then the water heater gave error code of (ECC) and i contacted the company which said the only way to fix that code is to replace the unit but i would be responsible for the labor which cost me $1100 to replace the unit out of pocket. Last week which is only 7 months after the new unit was installed, i got the same exact error and i called again today 8/23/2023 and supervisor named "*****" did not provide ANY help and informed me that there's nothing they can do and only offer to replace the unit but i need to pay the over $1000 for labor (AGAIN) which is not acceptable.. People buy these advanced units to save on energy cost and not to pay $1100 every 7 months. Your product is absolute junk and you should not sell it. I need the company to fix it and i don't have to pay AGAIN because your products keeps failing.. This is a water heater so customer never have to touch or do anything to it since the installation. My house is brand new so the condition is perfect to have any appliance work great and all do except your water heaterBusiness response
08/28/2023
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.Initial Complaint
08/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a AO smith softener and the machine did not turn on the first day I purchase it. I need someone to call me to solve my issue. Thank you. ************ ********************Initial Complaint
07/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
7/1/23 purchased a tankless water heater that did not work Tech came out and order part. The part was put on still did not work. Tech came out again said it needed another part the part was put on still did not work Tech said that heater was defective. On about 7/6 was able to get another Heater this heater also defective Within a 2week time I got 2 Heaters that did not work Now i want a total refund, They refuse to give me my total refund.Business response
08/01/2023
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.
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Contact Information
Customer Complaints Summary
150 total complaints in the last 3 years.
46 complaints closed in the last 12 months.