Business Profile

Water Heater Manufacturers

A O Smith Corporation

Complaints

This profile includes complaints for A O Smith Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

158 total complaints in the last 3 years.
58 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/24/2025
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 purchased a AO SMITH PRO LINE 50 gallon gas water heater from A plumbing supply store. It came With a 6 year warranty after 5 years it cracked and spiled water everywhere . I called ao smith at 9 am the *** i spoke to told me he needs to do a video walkthrough which was fine he took pictures saw the crack and was satisfied that the warranty is valid . He then said ok you are all set someone will contact you later today . i waited till 6 Pm and no one called in the meantime i called a plumber to ***lace the tank as i have muti family units and i can use the ***lacment tank else where and i couldn't leave my tenant without water, so i ***laced the tank for them . i called Ao smith again and then they inform me i need the actual paper on the broken water heater that i threw away i had pictures i had video the *** i spoke to never mentioned 1x that i needed that paper on the water heater . Now they are denying the claim . AO SMITH i Always thought was a good company . Now I have learnt they are scammers That Pro rate your warranty whihc means after 5 years the water heater value would be $50 JUNK Im Never buying that brand again
Customer Answer
Date: 07/24/2025
as you can see the sticker on the tank shows the serial number and model number and when i search it online it shows warranty valid until 2026 and they never informed me i needed to send them in any stickers from the unit.
Business Response
Date: 07/25/2025
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: 07/25/2025

Complaint: 23647601

I am rejecting this response because: I was told that someone will contact me however as of yet I have not received any reply from them.

Sincerely,

******* *****
**********
Business Response
Date: 07/30/2025
We have spoken with the homeowner today to resolve the issue.
Customer Answer
Date: 07/31/2025

Better Business
Someone from Ao smith contacted me and said they reviewed the call I had with their agent and they agreed they didnt inform me I had to send them anything so they agreed to refund me $485
I will take their word and agree to remove complaint .

Sincerely,

******* *****
Initial Complaint
Date:07/07/2025
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 bought a ao smith tankless Hot Water heater. The box had been open. When unit was installed it showed error codes and did not work correctly. Store refused to take it back and ao smith representative advised to have it reinstalled. The unit smelled like it was burning, I refused to have it reinstalled due to a fire hazard. Both ****** and ao smith would do nothing.
Business Response
Date: 07/07/2025
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:06/27/2025
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 an AO Smith water heater and I need it replaced because it is defective. I went online to start the process, as suggested by AO Smith. It's been about 2 weeks now, and no one has ever responded. I called them on the phone today to start the process again, but they just keep giving me the runaround. The started the return process but never completed it because they said I now have to take photos of the defect and send it to them first. This is NOT part of the warranty agreement on the paperwork I received with the water heater. They might have changed the process, but this doesn't apply to older water heaters. Regardless, I offered to send them a photo. But then they just kept making it harder. They said I had to email them the photo, the after they acknowledge getting the photo, I have to call them back, then start the process all over again. They're purposefully making the process as difficult as possible so people just give up and don't use the warranty. Again, NONE of this is the process stated anywhere in their warranty information in the paperwork, or even online. I then asked to speak to a supervisor, but of course no one was available. They said one would call me back in a couple of hours, but no one ever did. Now I have been without hot water for over 3 weeks because AO Smith refuses to honor the warranty agreement. The water heater is nearing the end of it's 6 year warranty, so to me it sounds like AO Smith is purposefully stalling so that the warranty runs out and they don't have to provide me with a new water heater. This is fraud. They must honor their warranty, and they must do it without continually requiring me to jump through hoops to get it done.
Business Response
Date: 06/30/2025
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: 06/30/2025

Complaint: 23530100

I am rejecting this response because: They've made no attempt to contact me, and I'm still waiting for the "supervisor" to contact me, but they never have either.

Sincerely,

******* *******
Business Response
Date: 07/14/2025
We will be reaching out today 07/14/2025.

Customer Answer
Date: 07/17/2025

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.

Sincerely,

******* *******
Initial Complaint
Date:06/23/2025
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.
75 ********** Hot water heater failed in warranty, original plumbing supply no longer in business called AO Smith, was told to keep the "TAG" with serial number to claim the warranty called AO ********************** 4 times, until got call back, this after several weeks of first call, was told "tag is not enoutgh" need to save the failed Tank, however as customary, the Plumber uninstalled the Failed tank, and removed it to make place for a new one, which was installed,AO Smith is so far denying the claim, due the not having the failed tank, despite originall asking only for the "TAG" and installation receipt!!!
Business Response
Date: 06/30/2025
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: 06/30/2025
After your Call,
Hot water tank manufacturer, AO Smith
has responded with a credit,
so please close the case

Thank You
Initial Complaint
Date:06/16/2025
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 water heater and had it professionally installed on 6/12/2025. Serial and model number are *************, GS6-40-BCS 400. My unit initially has 6 year warranty and this is what is reflected on the warranty check tool. However, my plumber indicated that this is a 10 year warranty as indicated on the 4 year extension tag affixed to the unit. I called to the support line and after submitting the requested documentation, I was told that the warranty will indeed be for 10 years. However, the business is neither willing to update the warranty reference too nor provide me an email confirmation of the warranty expiration. When I requested either, the representative hung up the phone on me. I would like BBB to help me to obtain the confirmation that my unit indeed has 10 year warranty. I need to provide this confirmation to my HOA. The company's case number is ********.
Business Response
Date: 06/17/2025
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: 06/21/2025

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. The business reached out to me as promised on this complaint and confirmed the 10 year warranty window which was exactly my objective.

Sincerely,

****** ********
Initial Complaint
Date:06/14/2025
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.
We bought two A.O. Smith hot water heater on March 27, 2021. The hot water heaters were professionally installed on April 1, 2021. In May 2025, both hot water heaters' gas control valves started to leak gas. We called A. O. Smith. They offered to ship two new valves. We were required to pay for the shipping charge of $22.98. The new valves were replaced on May 30, 2025. We paid $339 for the labor of valve replacement. Both valves started to leak. We called ********************** for the third time. They wrote down that the gas leak was at the same spot of the gas control valves as the prior leakage, except the new ones leaked worse. We called A. O. Smith again. They offered to ship more new valves. We refused because the new valves could be worse again. A. O. Smith offered to take the hot water heaters back. However, there would be no coverage on any labor fee we paid, even the gas control valves they sent were defective and started to leak right after installation. We paid approximately $1370 for the hot water heater installation and $362 for the defective gas control valve shipping and installation. We got 4 years of use out of the two hot water heaters with 12 year warranty. We are seeking a refund for the $362 shipping & labor cost of the defective valves and refund for the $1370 installation fee. We spent hours on the phone with several A. O. Smith representatives. We took time off from work to have the defective gas valves installed and had to call the gas company immediately after to check for gas leakage again. (We called NW Natural on May 30, 2025. We were told the gas smell could be from the residue of the prior leakage. The smell did not go away. We called again on June 11, 2025.) A. O. Smith case number: ******** and ********
Business Response
Date: 06/17/2025
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:06/10/2025
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 brand new hot water heater from our local Ace Hardware. After in use for 6 days, the heater stopped working, our water was cold. The hardware store told me to go through the company for a resolution. I called Reliance and they informed me that I would have to hire an electrician to evaluate the heater. A licensed electrician came to service the hot water heater and found that the thermostat was inoperable and that one of the electrical outlets did not have enough voltage causing the heater to fail to heat the water. Therefore he deemed it a broken hot water heater. I called the company back only to have them tell me that they will not replace it and that I have to call and pay another fee to have the electrician come back again, to do an on phone evaluation/trouble shooting with the company themselves. The company only pays up to $100 for the work and Im already in it $400 in repairs. I cannot afford another electrician bill. This is unacceptable. I paid for a brand new item that was faulty and feel that a replacement is the only solution as I do not want a broken hot water heater that will constantly cost in repairs. Them not paying for the service in full is unacceptable as well. I am already out of pocket over a thousand dollars for this water heater. I feel I need a replacement water heater as well as the repair fees paid in full by the company. Also I have been without hot water for almost a week now and I am caregiving my elderly mom with no hot water in my house. Its going to be another week before my electrician can come back. The only resolution it to have the electrician repair the heater and I will have to pay that fee as well.
Customer Answer
Date: 06/11/2025
After I filed my complaint yesterday, I contacted the company to see what I can do about getting reimbursed for the electricians bill of service and the woman form the company decided to grant me a replacement hot water heater. After three different agents that I spoke to refusing to do so, this woman immediately granted me a replacement hot water heater that I will be able to exchange today. So they have resolved the issue for me and that is all I wanted done to being with.
Business Response
Date: 06/11/2025
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:05/24/2025
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 a bad experience from this company equipments. first I bought the Hybrid water heater Serial # ************* Model # *********** Cost me $1250.00 6 years ago. it just started leaking. I could not do any thing because just expired the ***********, I bought this water heater with fitting $667.04 of this company again on 5.10.25 from **********************, **. I Installed water heater myself. this heater is not heating up. I called the customer service about this problem. He gave me case # ******** and transfer to the technician (waited 30 minutes). the Technician asked me to the Multi meter, which I do not have it. then he gave me the plumber phone #. I called the plumber but the plumber was very busy. He gave me the appointment after 3 weeks. I could not wait for 3 weeks because there is no hot water in home. I called the A O Smith Technician again to get the another plumber to fix this issue.he gave another number. I called this plumber but he said that he can not come because the house is too far from office. Then I decided to return this heater water back to ******. I called the local plumber to change the water heater. the local plumber changed this A O Smith Water heater with the new one. I took back this A O smith water heater to ****** but ****** customer service needed ** Number to return this unit. she said that call the A O smith **************** to get the ** #. I called A O smith customer service from ****** (waited 45 minutes) the customer service said that he could not give me the ** #. He said take this unit back to home, install it and we will find out what wrong with this unit. I brought it back. Now I need my money back $667.04, this is a faulty water heater. The unit Serial # *************, model # **************.
Business Response
Date: 05/28/2025
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: 05/29/2025

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.

Sincerely,

******* *****
Initial Complaint
Date:05/21/2025
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.
On 4/142/25 I was informed by my tenant that the new water heater I purchased for installation at my rental property was leaking. It was installed in February of this year (2025). I called 'State Water Heaters' (owned by AO Smith) as they were the manufacturer, and they told me I needed to have one of their licensed plumbers take a look at the product to ensure it was defective. I used their recommended plumber in my area (third party called Leone Plumbing) and they verified the product was defective. I then called State Water Heaters back to let them know it was defective. They said I could get another one and the same plumber (Leone Plumbing) would install it. They said I would need to pay the cost up front of the new installation and they'd reimburse me after receiving the receipt for the installation. I was charged $878.00 to install the new water heater and once I sent that receipt to State Water Heaters for reimbursement I was told they'd only cover $100.00 of it and there was nothing further they would do. I asked how I could be held responsible for ANY costs related to a defective product being replaced and they simply said that was their policy. I told them I was clearly lied to about this procedure and that if I'd known the specifics I would've demanded a full refund of $1562.58 for the original unit. At worst I would've had my contractor install the new one at a much cheaper cost. After several back and forth calls, they said they'd pull the original call to see what I'd been told and we'd go from there. It took weeks to get a call back (sometimes they'd claim they had the wrong contact number for me or call back after 8pm on a Friday, etc). Finally when I received a supervisor's call back today (5/21) I was told their policy was $200.00 of a refund and that was it. Originally it was $100.00, then it was $200.00, at one point I heard $250.00 All of that is unacceptable as their original defective product caused this $878.00 cost I incurred.
Business Response
Date: 05/22/2025
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: 05/22/2025

Complaint: 23359923

I am rejecting this response because: I've been communicating (or trying to communicate) with this company for over a month at this point. They always say they'll "check their records and get back to me". This is a stalling tactic solely designed with the hope of me disappearing and eating the cost of their defective product and its replacement installation cost and subsequent lies about reimbursement. I need help and they are unwilling to provide me with anything resembling it. Thank you for your time and I look forward to hearing back from the BBB on this matter as AO Smith will not do anything to resolve this without being forced into it.

Sincerely,

***** ******
Business Response
Date: 05/27/2025
We spoke with you on Friday 05/23/2025. We are processing the claim.
Initial Complaint
Date:05/15/2025
Type:Order 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 my ** Smith Signature 900 80gal water heater in December 2019, it has a 10 year warranty.This heater failed in December 2024. I was given a replacement water heater, installed in January 2025, but is defective (does not heat water properly), as determined by an authorized ** Smith installer (Capital Plumbing and Heating) and the ** Smith company technical team. ** Smith refuses to replace the defective replacement, serial number referenced ******** has been 4 months since the defective heater was installed and ** Smith still refuses to make good on their warranty and their nonfunctional replacement.
Business Response
Date: 05/20/2025
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: 05/31/2025
The business has successfully fixed the issue. Thank you!

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A O Smith Corporation is BBB Accredited.