Share
Business ProfileforAmerican Water Heater Group
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Headquarters
- 500 Princeton Road, Johnson City, TN 37602
- BBB File Opened:
- 10/1/1993
- Years in Business:
- 31
- Business Started:
- 7/1/1992
- Business Started Locally:
- 7/1/1992
- Alternate Business Name
- U.S. Craftmaster Water Heater Company
- Contact Information
Principal
- Mrs. Brenda Hamilton, Manager
Customer Contact
- Kenny Dick, Manager
- Mrs. Brenda Hamilton, Manager
- Additional Contact Information
Fax Numbers
- (800) 999-5210Primary Fax
Phone Numbers
- (423) 283-8000Other Phone
- (865) 111-1111Other Phone
- (800) 999-5210
Customer Complaints
72 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
02/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Customer Reviews
10 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Wing L
09/20/2022
I called AO Smith the next day and was informed that I could not get a refund on the unit as they needed a technician to first try to repair the unit. I did not feel this was acceptable and demanded a refund because 1) I have had 3 issues with your heaters in the past, each time costing me XXX-XXX dollars for a contractor to inspect the unit; 2) I do not have confidence in the water heater and I consider it a safety issue with my two young children; 3) it was defective out of the box and I can't even imagine what else is wrong with the unit.
In addition, their customer support yelled at me when I asked to speak to their supervisor to get additional support. I was really surprised and offended by this and indicated that I would post my concerns on social media, they simply replied by telling me to "go ahead". Taking their advice, I have been posting on Twitter, tagging AO Smith, Lowe's and their CEO, of my concerns. My hope is that I can inform at least a few individuals of the dangers from purchasing an AO Smith water from Lowe's.
This is a scam and they should not be allowed to stay in business if they expect customers to accept a device that is non-functional out of the box and expect customers to be fine with an unsafe water heater. If I had known that I could not return a brand new but defective device, I would not have purchased AO Smith!
American Water Heater Group Response
09/22/2022
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.