ComplaintsforA O Smith Corporation
Water Heater Manufacturers
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Complaint Details
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Initial Complaint
07/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
WORSE Company with support, first you are treated like you are stupid, then when you show that you actually know what is going on, they find every excuse to not support you or provide technical support, I bought a Hybrid Water Heater, the unit will ALWAYS use one of the elements, regardless of the settings (support basically quoted me the manual, yet, still uses one element even on heat pump setting) then they basically told me there is no way I would know...like I dont have a home energy meter that monitors circuits...it is 2023, anyone with solar knows we can monitor energy usage.... then I told them that the "time of use" is useless as the whole point someone will use it is so the heater only works during low rate hours, well....it does not, it will turn in ANYTIME... here, I was told again, to read the manual and that there was an "error" in the marketing, yeah, the main reason to buy this heater... then I was told to put the heater on vacation mode or just use a timer (like the one I had with my previous heater that cost 1/3 of the price, so this "smart" unit will be render useless with a timer. At this point since they refuse to actually acknowledge the issues I send them an email with a line full of sarcasm.... " I bet the next CSR will ask me to make sure my Heater is plugged in the wall" there the magic happened, next email ignored my issues and I was told that I am REQUIRED to submit a picture of my heater (that was installed by a professional from Mr ******* to ensure it was installed properly and MUST show that it does not have a plug going into the wall...really!!! if I do not comply, my technical support will not be honored....yup, they did not read all my requests, but used a sarcasm line to find a loophole to not admit that the unit does not work as advertised!!!Business response
07/21/2023
We apologize for the issues experienced. We spoke with the customer to address their concerns. The customer will contact us if they need any further assistance.Initial Complaint
07/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My water heater is still under warranty when it started to experience leaking from the bottom of the water tank. I then contacted the ** smith for warranty replacement, I was told by the ** smith representative that ** smith does not send replacement, instead I need to go to an ** Smith supplier to receive the replacement. And since it's still under warranty, the replacement should be free. I then was provided a contact information for the supplier, AF supply.However, when I contacted the supplier given by the ** Smith representative, I was told that there is a "warranty fee" (the extra term used by the supplier), which is $200 + tax to get the water heater replaced under the warranty. I then contacted back ** smith on 6/22/2023 and got a supervisor, *****, on the call to express my disappointment. The supervisor insisted that they are not responsible for the fee charged by their supplier despite that the supplier is fulfilling the warranty obligation for ** Smith, and there is no other alternative way to get the replacement under the warranty, other than going through its supplier.By allowing its own suppliers to extort fee from its customer to receive the free replacement under warranty, ** Smith has neglected its obligation to fulfil its own warranty. While its supplier may be owned by third party, it's a requirement of ** Smith in such that it's the only route to get the replacement, which is go through its suppliers who charge unreasonable amount of money for something that's supposed to be a free replacement.Business response
07/14/2023
Were sorry to hear of your experience and will be glad to look into this further. We will be reaching out to you to discuss.Customer response
07/26/2023
Complaint: 20318384
I am rejecting this response because: I have not receive the refund of the "warranty fee" charged for a supposed free under-warranty replacement for the defective water heater.
Sincerely,
*******************Business response
08/14/2023
The reimbursement check number ****** has been processed and mailed to the customer. The customer will contact us if they need any further assistance.Initial Complaint
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
4/01/22 was the initial purchase of a hot water heater from lowes. the water heater has had an intermittent shudder/vibration after start up from a long resting period ie: overnight etc..i have had more than a dozen phonecalls with the company trying to resolve the issue to no avail. they gave me a list of contractors that could look the unit over. i called every one and none would come out. too far most of them stated. then they asked me to find an outside plumbing contractor to come troublesshoot their machine. i tried 4 or 5 local contractors to come troubleshoot this unit and none of them are interested in dealing with the warranty claim paperwork. ao smith has exhausted their troubleshooting phone stalling measures . then agreed that they cant solve the problem through there own warranty staff. and now are trying to waste more of my time getting anyone i can find to come look at it. of which i have found no one willing to put up with the beurocracy.Customer response
07/10/2023
The company has replaced the heater but has not covered the service call costs that should have been covered in the warranty. The technician that came out said everything was installed correctly with the unit and could not find an error in instalation.Business response
07/10/2023
Were sorry to hear of your experience with our product. We spoke with the customer and gave the return authorization for the water heater as requested. The customer will contact us if they need any further assistance.Business response
07/21/2023
Were sorry to hear of your experience with our product. We spoke with the customer and gave the return authorization for the water heater as requested. The customer will contact us if they need any further assistance.Customer response
07/21/2023
the last time i talked to them they told me they would not cover the cost of the technician they forced me to call. the technician confirmed the problem was with the unit. which is what i told them and they agreed to by replacing the unit. i also purchased a propriatory vent system that i did not even question getting a return on. this company i have talked to in excess of ***** times on the phone for ***** minutes each time. i just want the money back, i have talked to them enough. i asked for my money back and they said no when clearly it should have been covered under their warranty guidelines. i feel that i have exhausted all my patience and there is a culture amongst all their employees to drag things out and put of the inevetable as long as they can. i have never experience so much "foot dragging" except maybe when my kids where 3 years old. im sorry this turned into a rant, if you are going to mass produce a product you should at least stand behind it with conviction when it does not go well. FYI the replacement unit is working well and i feel confident we will be happy with it. obviously improvements where made.Initial Complaint
06/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought an AO Smith water heater on 6/3/2023. Immediately upon installing, the water was coming out scalding hot despite the setting of the thermostat. It became apparent that the thermostat on this unit was faulty. I contacted the company about the warranty, and was given the name of a plumber to call and was told if I can't get ************, to call a local plumber and I will be reimbursed (I was given no other options at this point).The plumber recommendation they gave me did not operate in my state, so I had to call a local plumber. The plumber came and performed the repairs at a cost of ~$400 on 6/16/2023. AO Smith said they would only reimburse me only $100 since the plumber was out of their network (I did not have an option for a plumber in their network).I called back to inquire about this, and the operator I spoke too this time said that she wished I would have talked to her the first time because she would have walked me through troubleshooting steps and given me instructions on how to get reimbursed for parts to do it myself. I did not realize this was an option after a plumber was pushed upon me on my initial call, and would have been satisfied with this option.The company contacted me about a ******** review, and did offer an additional $100 to reimburse for parts. I am not satisfied with this in the least. This is a brand new water heater that is under warranty for parts and labor. I can not control the fact that I do not have a plumber in their network in my area. I should not have to pay for repairs on a brand new water heater.Business response
06/26/2023
We apologize for the issues experienced. We have reviewed the information and are working with the customer concerning their request for reimbursement for the repair of the water heaterCustomer response
07/01/2023
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.Though it is asinine that I had to fight as hard as I did to get them to make good on their warranty for a faulty product, and I will never again spend money on this company's products again, I am satisfied that they did eventually make good on their warranty. I will never again spend money on this company's products, but I will gladly drop this matter and go about my merry way.
Sincerely,
*******************Initial Complaint
06/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
3 A O Smith Water Heaters LeakingBusiness response
06/12/2023
Were sorry to hear of your experience with our product and will be glad to look into this further. We have requested more information concering the charges and will follow up with the customer once they have been reviewed.Customer response
06/19/2023
I was contacted by ***** at AO Smith on 6/12/23. On 6/15/23 I emailed him the documents and photos he requested. As of today I have not heard back from him. Nothing has been resolved.Customer response
06/20/2023
Complaint: 20157182
I am rejecting this response because:I was contacted by ***** at AO Smith on 6/12/23. On 6/15/23 I emailed him the documents and photos he requested. As of today I have not heard back from him. Nothing has been resolved.
Sincerely,
*********************************Business response
06/26/2023
We have reviewed the submitted invoices and are working with the customer concerning the request for reimbursement.Customer response
06/28/2023
A new water heater is being installed on June 30, 2023. AO Smith has agreed to reimburse me for the full cost to have plumber install. I am hopeful this water heater will not leak.Customer response
07/05/2023
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
06/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In August 2022, purchased a new water heater, installed by local contractor. Over the phone company says that water heater has 9 year warranty, but in less than a year in (May 2023) they refuse to cover cost of labor except for $100 reimbursement they say they will process in 4-6 weeks. Totally misleading - they should cover full cost of labor to replace the unit, especially when the company that installed and then repaired the unit was the same one.Business response
06/12/2023
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.Customer response
06/15/2023
Complaint: 20135293
I am rejecting this response because:My request for the written warranty where it states that $100 is all that AO Smith will provide towards labor associated with repairs in the state of ****. Furthermore in the state of ****, the manufacturer must cover the cost of both parts and labor.
Sincerely,
*********************Business response
06/21/2023
The invoice has been reviewed and submitted for reimbursement as requested.Initial Complaint
05/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a water heater still under warranty that went out. It was replaced but they are not giving me a new warranty to go with the new heater. Instead, they tell me I only have 1 year on this one as was designated on my original water heater that went out. A new water heater should have a new warranty and not utilize the old heater's one.Business response
05/23/2023
We spoke with the customer, addressed their concerns and are currently working on a resolution.Customer response
05/23/2023
Complaint: 20061231
I am rejecting this response because:You are maintaining that the only way to get a new warranty is if I purchased a new water heater even though the one I originally bought didn't last. You do not supply warranties with replacements because no money was exchanged again. This is not acceptable, a new water heater should receive a new warranty.
Sincerely,
****************Business response
05/25/2023
We apologize for the frustration. We have provided the customer with a copy of the warranty document stating the replacement product will carry the remainder of the original warranty.Customer response
06/01/2023
Complaint: 20061231
I am rejecting this response because:I maintain that if you receive a new product, you should receive a new warranty to go with the new product.
It shouldn't matter that I didn't pay again for the replacement for the original defective heater.
This is terrible business practice and I would not use this company again.
Sincerely,
***************************Business response
06/14/2023
The limited warranty has been sent to the customer. The warranty replacement product will carry the remainder of the original warranty.Customer response
06/24/2023
Complaint: 20061231
I am rejecting this response because:Your policy should be revised and you should cover the new water heater by assigning a new warranty.
I stand by my complaint against your company. Your company should be avoided by consumers.
Sincerely,
***************************Business response
07/10/2023
We apologize for the frustration experienced. The warranty period starts with the original water heater purchase and any replacements during that warranty period does not begin a new warranty.Initial Complaint
05/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
August 7 2022 a plumber installed a new AO Smith water heater. The pilot would not stay on and I called customer service and was told that it was installed wrong. We have had no trouble for 37 years. That was a stall. They sent me new burner assemble after many phone calls and stalls. They sent me a list of plumber to install this. The unit that was removed from the water heater was covered with gunk, obviously is was leaking badly. That guy installed a **** water heater and no further problems. I have emailed many photos to customer service as was requested. They still will not return the $1,900.that i paid to have there junk water heater installed. I paid the other plumber $1,500 for the **** water heater and installation. Other plumbers told me that AO Smith stuff was junk. The case number is ********. The **** water heater has been no problem for at least a month or two. AO Smith will not pay me anything. The warranty was 10 years. They has lots of photos documenting this.Business response
05/25/2023
Were sorry to hear of your experience with our product and will be glad to look into this further. We will be reaching out to you to discuss.Customer response
06/01/2023
Complaint: 20066219
I am rejecting this response because:
Sincerely,
***************Customer response
06/01/2023
Received a call from ******. Called him back and provided more information and he agreed to get back to me. That was a week ago and no response. He only said that the most that they would pay me was almost $650.00, not the $1900 that I am requesting. I said ok send it and we will let this go. No response in the last week.Business response
07/10/2023
Were sorry to hear of your experience with our product and will be glad to look into this further. We will be reaching out to you to discuss.Initial Complaint
05/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Have a hot water heater installed less than 4 years ago w/ 10 year warranty. When it craps out, not only do you wait on the phone for 40+ minutes, but its near impossible to find a plumber who will actually service their hybrid water heaters. Had 2 plumbers and an electrician come out already, electric is fine and plumbers state they do not work with A.O. products and/or hybrid heat pumps.When I finally spoke with a person at A.O. they offered to ship a part using ground shipping based off a guess that this part was the issue, so we would be without hot water for a week and mentioned that if that doesn't work they can work to replace it. Paid $70 to have it delivered next day ... once installed the unit still does not receive power. Call back, now they say they need a plumber on site to call them and describe a bunch of tests etc. The bills from having so many people need to show up and lack of clear communication on the next steps are quickly growing due to their negligence and we continue to be without hot water. Company clearly does not stand behind their product and does not care about the inconvenience and time sink their faulty products provide.Business response
05/16/2023
Were sorry to hear of your experience with our product. We spoke with the customer and gave the return authorization for the water heater as requested. The customer will contact us if they need any further assistance.Initial Complaint
04/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had an AO Smith Model 540 tankless water heater installed by ************************************** in August 2021, and had Cellino descale it in February 2023. The water heater failed in mid-April due to an apparent known issue, and ******* replaced the flow sensor and the motherboard; I was charged $198.01 labor for the repair. My husband and I are senior citizens and the only residents of our home, so the water heater has not been overworked; until now, I thought that AO Smith had a reputation for good quality. We're on a fixed income, and I would like a refund of the $198.01 labor charge for the premature repairBusiness response
04/24/2023
Were sorry to hear of your experience with our product. We spoke with the customer to address their concerns and are working with them on a resolution.Customer response
04/24/2023
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,
***********************
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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.