Reviews
This profile includes reviews for A.O. Smith Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 44 Customer Reviews
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Review fromSan P
Date: 10/07/2024
1 starSan P
Date: 10/07/2024
I am writing to express my extreme frustration and disappointment with the repeated failure of your technical support team to resolve the issues with my water softener. Despite multiple attempts and shipments of replacement parts, the problem persists, and I am still without a functioning water softener.The issue began 2- 3 months back when I first contacted your technical support team. I was assured that the problem would be resolved quickly and efficiently. However, after multiple phone calls, emails, and shipments of replacement parts, the issue remains unresolved. The most recent shipment of parts received a few weeks but unfortunately, it did not resolve the problem.The issue is not with the replacement parts, but rather with the inability of your technical support team to identify and address the root cause of the problem. Each time, I am told that the issue is resolved, only to have it reappear shortly after. The most recent response from your team was that I need to reinstall the entire system, which is not only time-consuming but also frustrating, given that I have already done this multiple times.I request that you escalate this issue to a senior technical support specialist who can review my case and provide a comprehensive solution. I expect a prompt response and a clear plan of action to resolve the issue once and for all.TECHNICAL SUPPORT Personnel's which i talked about today are arrogant and lack your product knowledge and expertise which is a pity we as customers reach to them when we need the support.
A.O. Smith Corporation
Date: 10/09/2024
We're sorry to hear about your frustrating experience.
We want to ensure your issue is resolved.
We will reach out to you.
Review fromRalf H
Date: 09/30/2024
1 starRalf H
Date: 09/30/2024
We purchased our first AOS hybrid hot water heater in 2020 to replace our electric. 4 years later our 3rd (!) hybrid unit went out. All of them compressor issues. All bought at *****. AOS always gave us return authorizations but only $250 for the uninstalls which is way less than it really cost. First one we had to pay for installation and uninstall (minus $250 from AOS). 2nd unit we paid for install and ***** as a courtesy reluctantly took over uninstall #2/install on #3. Now looking at #4. Other than the RA from AOS and the $250 towards uninstall we are now faced with nothing helpful from either side. All along we also had to pay out of pocket for the price differences between defective old and replacement new as the cost went up over the years. Hundreds of dollars every time. Done with these hybrids, we want gas unit. But AOS only willing to give us electric option to replace hybrid with. Not gas. And installation plus gas unit will now cost us over $3500. AOS selling bad units and leaving customer stuck with bills far exceeding their value. Not good practice. Not good product.A.O. Smith Corporation
Date: 10/03/2024
We're sorry to hear you've been having trouble.
We will reach out to you.Review fromCurran S
Date: 09/13/2024
1 starCurran S
Date: 09/13/2024
AO Smith says their water heater will last 8-12 years. We have had two and they both have fail within only 2 YEARS. This is in their warranty however they do not honor the warranty. They leave it up to the distributor of the unit taking responsibility off their shoulders. The distributor wasnt going to honor the warranty either. They wanted to make us buy a whole new unit with a 150 dlar service fee. Then once AO Smith refunds the distributor estimating 4 weeks they would refund us minus the service fee. AO Smith was no help to us and we will never use a product from them again. Their warranty is a scam.A.O. Smith Corporation
Date: 09/16/2024
Repeated failures every two years is consistent with an installation issue or a water quality issue.
If the water heater is not properly installed and maintained, it will fail prematurely.
This is true for any brand or model of water heater.
We want to help determine the cause of these failures, and to ensure you receive the warranty coverage included with your purchase.
We will reach out to you using the email provided.
Review fromYvonne B
Date: 08/27/2024
1 starYvonne B
Date: 08/27/2024
Do not buy from them! Literally from day one of having this hot water heater Ive had issues with it. Its only Been in a week. First day started leaking from the pressure release valve all over my basement. Was told needed an expansion tank. Went next day bought it put it in and still same issue. Changed the valve it stopped leaking from there and was having other issues from there. Reset button resetting every day. Have replaced thermostats as well as now new elements. One of the elements looked super old. Cracked down the center and exploded. Replaced everything on it we could. Still having issues with it. Still water gushing from the pressure release valve. Called customer service this morning and the woman was down right hateful. She wants to send out a tech to look at it and all I want to do is get a return code and return this piece of junk back to Lowes! I have been to ***** everyday buying parts for this and nothing has fixed it. Only thing left to do is return it but no they want me to pay for a repair tech to come out and look at it. That I cant afford because Ive just spent almost $600 on the hot water heater and another couple hundred on parts to fix it. We dont have the money to buy a new one or for a tech. Im at a loss for this now as it is. I cant go without this needs resolved.A.O. Smith Corporation
Date: 08/29/2024
The description of "One of the elements looked super old" is consistent with dry firing.
This means power was turned on before the tank was full of water.
Regardless of brand, turning the power on to an electric water heater equipped with mechanical thermostats will result in dry firing.
Dry fired elements will cause a water heater to malfunction, but can be safely replaced to restore the water heater's operation.
We recommend reviewing the installation instructions to ensure power is applied only after the tank is completely full of water. Because residual water in the plumbing can be pushed out of a faucet by the air in the tank, which gives a false impression the water heater is full, it is important to purge the air in the tank as indicated by the instructions provided with the water heater. This purge takes several minutes.A.O. Smith Corporation
Date: 08/29/2024
Turning power on to the heater before the tank is full of water will result in dry firing.Yvonne B
Date: 08/29/2024
Please don't insult my inelegance by assuming I didn't follow the installation book. Because I did. Because i done everything it possibly told me to do before ever calling you guys to get it resolved. I fully installed it. Ran my faucets for close to 15 mins because I didn't trust there not to be air in my lines somewhere. Once I was sure, we closed them and turned the breaker on. Almost immediately water started coming out of the pressure release valve. trouble shooting in the install book told me if that happened i need the expansion tank. So I cut everything off again and ran to ****** the next morning spent more money grabbed a tank. Came home put it on like the instructions told me to do. Still had issues with the same thing. Ran back to the store another hour away because we live in a rural area and nothing is close to us, and grabbed a new pressure release valve. That worked for that, but then the next issues started. The water was scalding hot no matter what settings the thermostats were set on. Every day had to click the reset button just to wash dishes or for one of us to snag a quick shower before that button would kick again. Half way through the shower we had nothing but cold water from a 50 gal tank because the button had kicked. So again back to lowes for two new thermostats because that is what trouble shoot in the install book told me to do. Changed both upper and lower didn't help at all. Water was still scalding. The last straw was, I asked my teenage daughter to go press the button, but we had water coming from the pressure release valve yet again. Just 4 days from changing the last one and with the expansion tank on. So the book said change elements. That was literally the only thing I had left to do myself. Turned off the electric and the water, drained the tank and pulled them both out. The top one was bad. Filled it back up, ran the faucets for another 15 mins before ever thinking of turning back on the electric but never made it that far because again as soon as we turned off the faucets water was gushing from the pressure release valve. i turned the water off to the tank and called the very next morning to get it taken care of. To just be met with a very rude woman who wanted me to dish out another few hundred we don't have for us to find a tech to come look at it because you guys don't have any in this area. We followed every trouble shooting request in the book and still had issues there is something internally wrong with this tank. The second **** we talked to the very next day was super awesome and agreed with us that something is majorly wrong with it and allowed it to go back for a exchange. Because everything we done was the same thing a tech would have done. I followed that book. I have poured over every page not missing a single word just to make sure I hadn't screwed something up because my father who is a retired plumber wouldn't have been very pleased if I had.Review fromMeghan M
Date: 08/19/2024
1 starMeghan M
Date: 08/19/2024
We bought a brand new water heater and tried to return it to ***** when it went out 3 days later. ***** couldnt refund us because this company requires that you call their tech before a refund. Long story short they said we needed to install a part ourselves or pay for a tech visit. We felt that was ridiculous and they were not willing to work with us despite it only being 3 days old. Never buy from them!Thank goodness we explained to ***** and they helped us out!A.O. Smith Corporation
Date: 08/21/2024
One year labor coverage is common, regardless of brand and model of water heater.
We recommend reviewing the manual provided with your water heater to ensure it is maintained regularly as outlined in that manual.
Regular maintenance of a water heater will extend the life, and improve product performance.
Review fromRussell L
Date: 08/07/2024
1 starRussell L
Date: 08/07/2024
Bought an A.O. Smith electric water heater, and it failed a year and a half later. Filing a warranty claim, A.O. Smith would only reimburse me for the cost of the part and none of the labor costs. Trying to get an explanation for this, I entered a horrible customer service situation where I was forced to contact them through emails. To make matters worse, one department doesn't communicate with other departments. Frustrated, I tried to call the President * **** a ******************, three times. Could never get through. . . . Bottom line, avoid A.O. Smith and it's products, especially if things go wrong.A.O. Smith Corporation
Date: 08/12/2024
Our records show the water heater was three years old at the time the warranty claim was made.
Labor costs are covered only during the first year of installation.
If you have documentation showing the water heater had been installed less than a year at the time of the warranty claim, AO Smith will gladly consider your claim for labor coverage.
Russell L
Date: 08/20/2024
To answer A.O. Smith's response to my review, I have the receipts that show my water was installed on 6/27/22 and it was repaired on 3/724. (A.O.Smith was apprised of these dates.) How is that 3 years old? Besides, the warranty is for 5 years. To replace the part, it was necessary to drain the water heater before the part could be installed. Isn't that necessary labor? To only cover any labor costs "less than a year at the time of the warranty claim" is arbitrary, unrealistic, and, frankly, cynical. Be a responsible company and treat your customers with more consideration. Sadly, please know that A.O.Smith is that kind of company.Review fromSyble K
Date: 08/06/2024
1 starSyble K
Date: 08/06/2024
Buy new means new.Heating element right after purchase..600.00. really and the part looked like it was already used!!!A.O. Smith Corporation
Date: 08/12/2024
The description of the element indicates the element was dry fired.
This means power was turned on before the tank was full of water.
Dry fired elements can be replaced to restore the water heater's operation.
We recommend reviewing the installation instructions to ensure power is applied only after the tank is completely full of water. Because residual water in the plumbing can be pushed out of a faucet by the air in the tank, which gives a false impression the water heater is full, it is important to purge the air in the tank as indicated by the instructions provided with the water heater. This purge takes several minutes.Review fromNelson M
Date: 06/12/2024
1 starNelson M
Date: 06/12/2024
On 2/21/2022 I bought a electric water heater from ****** brand name was OA Smith. The water heater cost me $4,795.00 top of the line. It lasted a little over a year when it broke down. The company replaced the heater but I had to pay for labor installation $1,229.00 since the year warranty for labor had expired. On 7/10/2023 AO Smith replaced the heater and now I'm having problems with the second heater. I called the company and I told them I had an error code #***, they told me the heater has to be replaced. They also said that I have to pay for the installation again. It's been less than a year and a part of the heater malfunction. Two lemon heater in two years. I don't think this is right for something that malfunction for no fault of mine. Can you please help me solve this problem.Yours truly *****************************A.O. Smith Corporation
Date: 06/13/2024
We're sorry to hear you've had trouble.
Multiple failures of the same product could mean there is an issue with how the units are being installed.
We will reach out to you to help ensure the units are properly installed.
Review fromClarence M
Date: 05/26/2024
1 starClarence M
Date: 05/26/2024
Case Number ********. I called to file a warranty claim but was told that I had to triage the faulty water heater by testing the ohms and voltage myself. This is ridiculous. You need to send someone out to to this. I just bought the water heater in March and it continues to malfunction and not produce hot water intermittently. It keeps giving an upper and lower element error. I have followed the troubleshooting guide to try and resolve the issues to no avail. They won't pay to have anyone come out to replace the defective parts if you installed the water heater yourself and followed the install directions to the letter. The rep that I spoke to said that I must have installed it incorrectly and dry fired the unit which caused the damage. The only problem with their theory is that the water heater that I purchased has built in dry fire prevention so it should not have been possible. I didn't actually dry fire it though. What good is a parts and labor warranty if they refuse to pay for the labor. My mistake was buying one with all the bells and whistles. Don't buy AO anymore and just get a basic Rheem.A.O. Smith Corporation
Date: 05/28/2024
We're sorry to hear you had trouble.
In most cases, a problem with a newly installed electric water heater is the result of dry firing, or a power supply problem. If a technician checks the heater and finds one of these, the owner will billed for the service call because installation errors are not covered under warranty.
We offer to troubleshoot with the installer to help avoid the expense of paying a technician to resolve an installation related issue.
Review fromjay o
Date: 02/25/2024
1 starjay o
Date: 02/25/2024
Yes , their warranty is worthless , basically even you have a reference # to get replacement unit , your local plumber dont even want to get the replacement unit for you . Called ao smith few times no response. This company warranty is becoming an fraudA.O. Smith Corporation
Date: 02/27/2024
The warranty replacement in handled through the original place of purchase.
Since you are not able to work with the original selling distributor, we will reach out to you with alternate options.
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