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

  11270 W Park Place Milwaukee, WI 53224-3623

  
• 

  A.O. Smith Corporation

  PO Box 245008 Milwaukee, WI 53224-9508

  

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:04/23/2025

  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 heater from AO Smith at ****** in ********** in 2022. Since that date I have had the water heater replaced 3 times due to either electrical issues, internal leaks and pilot light switch wouldn't stay on. All these issues were taken care of, for the most part with either a part replacement or the entire unit replaced. I have a 9 year warranty on my water heater. Now I am being told that labor cost is no longer covered by my warranty!! This is definitely not acceptable. I'm paying out, $958 for a replacement PLUS almost $700 for labor, which should be covered. As much trouble as I have had with their water heaters, I would consider requesting my entire cost be refunded. However I am definitely requesting they cover the almost $700 in labor that should still have been covered under warranty.I have 7 people in my family depending on a running hot water heater! Try warming up pots of water so they can get a bath!

  

  Business Response

  Date: 04/24/2025

  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: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I was contacted by AO Smith customer service representative. I was informed that my labor/manufactures warranty coverage was only for ****. Not included in the whole 9 yr warranty. I was never informed of this when I purchased the water heater, nor when they reviewed the 9yr warranty with me. I explained to the representative that I had replaced the water heater 3 times in a short period of time. All the water heaters turned out to be faulty. I should not be responsible for labor cost of the companies faulty product. We previously had a water heater through Maytag that lasted 15yrs!  AO Smith heaters barely lasted a year before functional issues. They refused to honor any of the warranty, still saying they were only required to cover 2yrs.. I informed them that was unacceptable. The complaint is unresolved. I am still requesting that AO Smith honor the labor coverage with the repeated  problems I have had with the water heaters. In the future I will never purchase any products made by AO Smith.

  Regards,
  
  ******* ******

  

  Business Response

  Date: 04/30/2025

  We have reviewed our files, and due to this water heater being a replacement from 2021, there is no warranty. Your original water heater that you purchased in 2015 had a six-year warranty that has now expired. 

• Initial Complaint

  Date:04/14/2025

  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.

  March 31 2025 water heater replaced this was to be a cash out I gave them the serial number of the ao ********************** heater by phone picture a picture of the recipe as that what they told me they needed to process the cash out amount which this old heater was under warranty; then after many phone calls with 4 different people they kept asking for more information off the old heater! I informed them the heater was taken by the plumber to the land fill ,,! I have a case number ******** serial number of old unit ************* they wanted a sticker that was on old unit peeled off and sent to them again I informed them I did not have the unit $464.25

  

  Business Response

  Date: 04/16/2025

  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:04/13/2025

  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 have a water heater from AO Smith ProLine, which is a commercial grade water heater. The build date of the water heater is 01/05/2021. It is about 4 years and there is a fault in the heater, where even if the pilot line is on, the water is not heating. Even though it is about 4 years of install time, they are not honoring warranty. They are coming with the excuse that the previous unit was replacement unit and thus there is no warranty on the unit they gave. This company seems to give faulty units that do not work for the duration, and the new unit didnt work 4 years and they are not standing behind their 6 year warranty either. How can such units be so bad and how can they not honor the warranty for a new unit that was manufactured 4 years ago.

  

  Business Response

  Date: 04/14/2025

  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: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is not resolution: We are reviewing our files, and we will reach out to you.

   
  Regards,
  
  ****** ********

  
  

  

  Business Response

  Date: 04/16/2025

  We have reviewed our files, and due to this water heater being a replacement from 2021, there is no warranty. Your original water heater that you purchased in 2015 had a six year warranty that has now expired. 

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The situation is the same. The new water heater went bad in 4 years, and the business is not staying behind their product. 

   
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/04/2025

  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 purchased two tankless water heaters from AO Smith and both units stopped working within 12 months, which is clearly within the product's stated warranty period.We contacted the company's customer service to request warranty repair service. However, instead of offering repair or replacement, we were sent a repair manual and told to fix the problem ourselves. This is not an appropriate resolution for a warranty claim. We are not qualified technicians, nor should we be expected to perform repairs on malfunctioning equipment under warranty.This response fails to meet the basic expectations of a product warranty, which should provide timely repair or replacement for defective units.

  

  Business Response

  Date: 04/07/2025

  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:04/02/2025

  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 a heat pump water heater Model HPS10-50H45DV (received/installed 12/09/2024) and paid $898 labor to have it installed. Unfortunately, the water heater was faulty and was replaced on 12/24/2024. **** Smith fully covered the water heater under warranty. However, I paid another $562.50 in labor for the replacement, but was only allowed $200 for the labor warranty. This left me with an out-of-pocket cost of $362.50.I spoke to the **** Smith representative about this huge misalignment between my cost and the labor warranty amounts. I was repeatedly told this was the policy. Despite my attempts to come to a better resolution, including conversations with the representative and writing to CEO ***** *******, I received no satisfaction. Their policy unfairly burdens customers with costs resulting from their defective product.I request reimbursement for the remaining labor cost of $362.50 and a reconsideration of their warranty policy. I appreciate the BBBs assistance in addressing this matter.

  

  Business Response

  Date: 04/03/2025

  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: 04/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company said they would contact me within 10 days. I have never heard from A.O.Smith.
  
  Regards,
  
  ******** ******-smith

  

  Business Response

  Date: 04/16/2025

  I have attempted to contact you via your phone number and can not make contact. Can I please have a good phone number for you. 

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The consumer's phone number is ************.

   
  Regards,
  
  ******** ******-smith

  

  Business Response

  Date: 04/23/2025

  Thank you, we will be reaching out.

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am continuing to wait for a response from the company. I have not yet been contacted.
  
  Regards,
  
  ******** ******-smith

  

  Business Response

  Date: 04/24/2025

  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: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not been able to talk to anyone at the company yet. They left a message on April 24, but have not returned my call backs on April 24, 28, or 29.
  
  Regards,
  
  ******** ******-smith

  

  Business Response

  Date: 05/07/2025

  I spoke with ******** today 05/07/2025 and we have agreed to pay the remaining balance on the reinstall charge. 

  Customer Answer

  Date: 05/08/2025

  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. 
  
  Regards,
  
  ******** ******-smith
  

• Initial Complaint

  Date:03/26/2025

  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 hot water heater went out of service within the service date. They replaced that hot water heater but that has now stopped working as well. They have refused to send me a new part to fix the issue.

  

  Business Response

  Date: 03/28/2025

  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:03/24/2025

  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.

  AO SmithWater heater- from AO Smith was less than six months old and stopped heating. Talk to company and they said it was probably the heating elements that they need to replaced. I live in a roll area and they said they have no service in my area and I would need to get a local and save the receipts and they would reimbursed since it is under warranty I save the receipts and send them to the company and they came back, asking for paperwork after paperwork, asking for the taxpayer identification number of the company, which I provided a few more information on the same stuff I already sent. I received a message from ***** reimburse me in fall but never got a response then finally they sent me a check for $100 and said thats all they give me even though warranty was in full effect and I had all receipts. They said they would send the money and then finally a person named ****** claim said management says that Im only getting $100 on this policy sorry. The water heater its less than a year old and its under full warranty and working with his company has been ridiculous.Acompany told me to get a local provider and for the receipts which I did and they failed to reimbursed account as they said they would!!

  

  Business Response

  Date: 03/28/2025

  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:03/23/2025

  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 have a water heater from AO Smith ProLine, which is a commercial grade water heater. The build date of the water heater is 01/05/2021. It is about 4 years and there is a fault in the heater, where even if the pilot line is on, the water is not heating. Even though it is about 4 years of install time, they are not honoring warranty. They are coming with the excuse that the previous unit was replacement unit and thus there is no warranty on the unit they gave. This company seems to give faulty units that do not work for the duration, and the new unit didnt work 4 years and they are not standing behind their 6 year warranty either. How can such units be so bad and how can they not honor the warranty for a new unit that was manufactured 4 years ago.

  

  Business Response

  Date: 03/26/2025

  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: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ****** ********

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It is the same response that they will look at it, have not looked yet. They do not stand behind the faulty water heaters for even 5 years. 

   
  Regards,
  
  ****** ********

  

  Business Response

  Date: 04/03/2025

  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:03/19/2025

  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.

  Hot water tank model G6N-UT4040NVR 500, serial ************* was purchased and installed on June 27, 2024. About 3 months in the tank made a very loud vibrating sound when heating water. Called support and was recommended a company within their warranty. AO Smith stated it was a well-known documented issue and to have a certain part replaced to fix it. Part was sent and installed, but then a new issue arose regarding the tank shutting off due to over heating as well as flames shooting out of the bottom. They have replaced every single part in the bottom of the unit ************** calls) and AO Smith now says it's a venting issue when the company they recommended (who seem very knowledgeable) adamantly argue that that is not the issue. It is the exact same size and BTUs as my previous tank that did not have this issue at all (it was just replaced due to old age). The company recommended (A&F Water Heater) do not want to even touch my tank due to safety reasons as well as the gas company (DTE) saying it should stay off. It seems impossible to reach a manager at AO Smith and they cannot even guarantee to me that the venting will resolve the issue. It is never ending. At this point they have spent more money with service calls and parts than letting me simply return the tank.

  

  Business Response

  Date: 03/21/2025

  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:03/18/2025

  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 have now put in 8 requests for this company to contact me and the only response I received was website to click on that my virus protection stated it was an unsafe site. . I had my original water heater from when the house was built for 22 years, and I replace with the **** Smith brand. The first one installed did not work, **** Smith told us to return to ****** for a replacement. My installer had to uninstall and take it back for a replacement at an additional charge to me. Now, 2 years and 5 months later, the replacement has stopped working. I have sent my address and phone number; however, **** Smith will not contact me. I sent them my ****** receipt AND the serial number/ model number.

  

  Business Response

  Date: 03/19/2025

  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: 03/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. The issue has been resolved.
  
  Regards,
  
  ******* *****