ComplaintsforA O Smith Corporation

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an ** Smith Water Heater through ****** Home Centers on 11/23/2018 and was installed by their contractor on 11/29/2018. The ** Smith Model # G9-T5040NVR has a 9 Year Warranty, On February 26,2024, I found at 4AM in the morning that the full 50 gallon tank emptied out on my lower floor while we were asleep causing major damage. Our floor had to be ripped out, a construction company had to cut out 1 foot from the bottom of my walls so the water in walls can be dried. The insurance company is only covering a certain amount. My floor to be replaced is going to cost $9550, the fixing/repair of the walls $4,000, and I had to replace my hot water heater that cost $3200. The Hot water heater was replaced by my plumber at 9AM , 5 hours after we noticed damage. It took me 4.5 hours to shop vacuum all the water off the floor. At that time my wife and I (who are senior citizens) were ******** shocked by this we needed to get this replaced right away.I called ** Smith **************** and ****** customer service and asked for a refund. This hot water heater was only 4.5 years old, half of 9 year warranty. They expected me (68 years old) to bring the damaged hot water heater to the store - I said "how, put it in my ****** Sentra?" The plumber had to take away . I gave ** ******************************* all the info, it was registered, etc. I'm expecting a refund from ** Smith and/or ****** . And by the way, I looked at customer reviews, the average is 1.5 out of 5. We would appreciate any help you can give us.

  Business response

  03/26/2024

  When we were contacted the water heater had already been replaced, and we were told the contractor disposed of the water heater. 

  We are willing to work on compensating under the warranty, but the water heater must be available. 

  We will contact you with information on how to proceed. 

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The anode rod cannot be removed for inspection as stated should be done within 6 months of purchase per their recommendations. Im on well water and the manufacturer rod just disintegrates over time ruining the tank.I attempted to remove the anode rod with a breaker bar with no success. So I then went out and bought a $400 3/4 impact wrench with 1800lbs of torque and the anode rod still wont budge. Spoke with AO Smith regarding this hot water tank I purchased about 2 months ago via phone. They stated I tried everything they would recommend and theres nothing that can be done. The tech support stated this is a known issue with the manufacturing process but its not covered under warranty. Im now stuck with a hot water tank emitting foul odor due to the anode rod that cant be removed which makes the tank essentially worthless. I will have to go buy a new one as I cannot leave this rod in the tank to disintegrate and eventually destroy my tank too. Very upsetting with the customer support and warranty.

  Business response

  03/19/2024

  We're sorry to hear you're having trouble with your water heater.
  
  We are checking our records and we will reach out to you. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The A O Smith compan manufactures hot water heaters. My heater failed and was covered by warranty on 12/23/2023. After the holiday I called to invoke the warranty and sat on hold for hours on several days. Approximately one month later a representative called me back. My warranty was approved (Case number ********) and was told I would receive a check for $441.00. Never received the check and was sent to another department who wanted all the information again that had already previously been provided. Its obvious that the company willfully and intentionally misleads customers regarding their warranty claims in the hope that people give up due to their onerous requirements.

  Business response

  03/19/2024

  We're sorry to hear about the trouble with your reimbursement. 

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

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an AO Smith 48 gallon electric water heater and had it installed in Jan 2024. This was a direct replacement for a 20-year old 48 gallon GE electric water heater. Right away, I could tell the new water heater was not providing the same amount of hot water as the old tank. I tried working with AO Smith support on resolving the issue under the warranty. They did send a plumber out to replace the heating element. However, that did not resolve the full issue. After a draw test, I confirmed that after only 25 gallons, the temperature would drop from 130 degrees to 100 degrees. Even AO smith technicians agreed at first that I should be getting 70% capacity (***** gallons), but then claim 50% is what I should expect. Everywhere I check, 70% is the general rule for how much hot water a tank should provide before dropping 30 degrees, not 50%. At the same time, they are suggesting that something is wrong with my plumbing, even though the same pipes were used for the old water heater that did not have this issue. Furthermore, they are saying that I would need to pay for the plumber to perform any further checks on the water heater myself. One of their other suggestions was to raise the temperature of the thermostat (I already have it at 130 degrees) to 140 degrees and I would need to install an anti scalding device for my family to not get *****. My old unit operated fine at 120 degrees. None of these are real solutions. I should not have to jump through hoops to get a working hot water heater.

  Business response

  02/27/2024

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

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water heater will not work. 2nd water heater is less than a year. Replaced heating element as advised- water heater worked for a short time and went out again. A plumber indicated the heater is bad and is burning the elements causing it to not work. AO smith will not refund my money and is telling me its electricity to the heater. The heater worked fine for 7 months with no electrical issues. I want a full refund to include original install price.

  Business response

  02/07/2024

  Were sorry to hear youve been having trouble.
  
  The history indicates there may be something else causing these issues.
  If there is an external cause, the problem will happen again even if a different brand of water heater is installed.
  
  We want to help determine the cause so you do not have a future issue.
  We will reach out to you. 

  Customer response

  02/07/2024

   
  Complaint: 21258381
  
  I am rejecting this response because: I have provided the requested pictures to the business. The water heater is not working due to the heating elements being burnt out  which were replaced. After being replaced the heater works for about ***** mins then goes completely out and has to be reset again.  AO smith indicated that ******************************** came and inspected my water heater however, I live in ******* and the company is in ********. They also told me I had 3 water heaters on my file which in fact Ive only had 2 ( this includes my current) I told the lady thats not my file and she only told me thats what shes seeing.  The original heater I purchased did work however it leaked. The heater before that there was no issues for 14 years. This is not the same problem. 
  
  Sincerely,
  
  *****************************

  Business response

  02/09/2024

  We reviewed the pictures and could not determine what was causing the issue. 

  We are issuing a refund, and waiting on paperwork for service calls. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am having great difficulty in getting a replacement tankless water heater that was authorized by AO Smith. For something under warranty , the customer has to do a lot of work on their own in order to get a replacement. I was advised to go to ******** Plumbing but they have none in stock in the entire region. They state that ordering from AO Smith will be at least 2 to 4 weeks. I need the heater to work ASAP. It is winter and a working working heater is not optional especially when it is under warranty. I need to know what my options are as I have found online plumbing stores that have it for immediate shipment. AO should reimburse for the cost of the water tank that I need to purchase since it is available at places other than Fergusons. Even at Fergusons I get a different policy story regarding reimbursement than AO Smith reps have stated, AO stated that ********* would be refunded directly. ********* says I must pay out of pocket, ship old tank back and wait for reimbursement. I have never seen a warranty function as such nor do I belive it is entirely legal. Please advise. Thank you

  Business response

  02/05/2024

  We will reach out to help resolve this warranty matter. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original complaint was lost so I am resubmitting it.I am trying to get my hot water heater replaced. I bought it in August, 2023 I went to Lowes in ******* to get a replacement and they say I need some magic number from A.O.Smith company. After them giving me 4 numbers for plumbers I called them and no one would come out to test my hot water heater. It's too far for them to go, they don't work on A.O. equipment, their contract with A.O. says that they only work on equipment within a 10 mile radius of the shop. and one of them wants me to pay ALL costs up front and then I would have to get my money back from A.O. I just want A.O. to give Lowes the secret number so I can get my replacement. The real killer is when they (A.O.) realized that no one was going to come out this far, the lady on the phone told me to get my hands on a voltmeter and then call them back and they would have a technician walk me thru the steps over the phone. I am not a plumber and certainly not an electrician and I don't want to work on a piece of equipment that is running on 220. Just give Lowes the **** number so I can have a hot water heater is all I'm asking.

  Business response

  01/30/2024

  
  
  We're sorry to hear you're having trouble with your new water heater.
  
  We will reach out to you to assist. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ** Smith water heater (3 years old) stopped working on 01/03/2024. The unit is still under warranty. I contacted ** Smith customer support and I was told only parts are covered. Additionally, I was made to jump through hoops by sending photos as requested and then get on a call with the representative to discuss the claim. The real reason was NOT to discuss the claim, but to look for anything to use to deny the claim. I was then told I did not have weather stripping installed on the dedicated closet door where the heater is installed. I was also asked to install self-closing hinges on the closet door. Lastly, I was asked to send a photo showing where the combustible air comes another area of the closet. I installed the weather stripping. I ordered the self-closing hinges as they were not in stock at the local hardware stores. I also sent the photo showing the location of the combustible air intake. Eventually, on 01/11/2024, the ** Smith representative told me my warranty is suspended until I cut-out yet another hole for the air intake. Throughout the process, all representatives I interacted with knew my family has not had access to hot water for eight days and I have explained to them starting 01/12/2024 the temperatures are forecasted to dip to dangerously low single digit temperatures for the next seven to ten days. They did not seem to care. Their object and direction from the initial contact is to find any reason to deny any coverage and to back the customer against the wall forcing the customer to pay out of pocket to fix problems with ** Smith faulty equipment. I attempted to resolve this with ** Smith on multiple calls, but it has proven to be futile and a complete waste of time. I have not written any online reviews on related to this matter yet. I am still hopeful that someone at ** Smith has the basic common sense and decency to make this right and provide the support the Company promises.

  Business response

  01/12/2024

  AO Smith's intent when asking about the installation is to ensure the water heater is installed properly. 

  This ensures the water heater will operate properly, and that it is safe to operate the water heater. 

  This water heater is installed in a why which violates several code requirements, which can lead to water heater malfunction, and potentially result in properly damage. 

  Proper installation, in accordance with the manual provided with the water heater will resolve these violations. 

  Once these code violations are resolved, AO Smith will reinstate the warranty.

  We will reach out to the consumer to ensure they have a copy of the installation manual, and understand what must be corrected. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My water heater broke. It is still on warranty and the ** Smith confirmed that. Im able to reach their customer service but then they transfer me to to their technical support which simply does not pick up the phone. I tried multiple times waiting on the line for up to 2 hours at times and no answer. When I complain about that to the customer service they apologize but they refuse to help me to complain, to reach their tech any other way. This is repeating for two consecutive days.

  Business response

  01/02/2024

  We're sorry to hear you're having trouble with your water heater.
  
  We want to help and we will reach out to you. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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,
  
  *********************************

*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. ↩