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:07/21/2025

  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.

  I just purchased a hot water tank last June and spent a ton of money on it. Well this Saturday July 21st(3 weeks past 1 year) I start smelling gas on the main floor. I immediately run down and shut the gas off. We call in and they tell us that the entire tank has to be replaced and that since its out of the 1 year that I would have to pay the labor of $700. I tried to complain and ask to talk to someone and the *** told me that its out of a year so they wont do anything for you. Thats unbelievable that you spend that amount of money on something and 3 weeks past a year I have to dump $700 more dollars into it. Its almost like the product is made to break down immediately after a year. I would have been alright if they would have even offered to cut the cost in half. This company is a joke and a rip off. Ill start saving now so in a year and a month Ill have to put another $700 into it.

  

  Business Response

  Date: 07/22/2025

  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:07/10/2025

  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.

  In Early March my hybrid water heater, 1 year old if i might add, stopped working. I emailed customer support and after a few calls and weeks of them delaying they agreed to reimburse me for the purchase of a new water heater at the end of April. I then waited again for a call from them that never came. I called back, they agreed to an amount of about $1250, not enough to cover the purchase of the same water heater I have. So I bought a non hybrid water heater, which will cost me more over the life of it. They refused to cover the installation charge so I will have to eat that. I sent them the receipt for the new water heater and the sticker from the old water heater like they asked in May. After MULTIPLE calls and then telling me they will call back I still have not received reimbursement for the replacement water heater. It is now July 10th, two months after I sent them the proof of purchase for the new water heater. Not only did i have to replace thier crappy water heater with a crappier one because of thier poor quality and warranty policies, I also had to pay extra labor because the water heater i had to buy is not a direct replacement. This is not fair to the consumer since ALL of this began with thier poor quality product. A water heater should last more than a year and they should replace it with the same product that the warranty is covering. I'm putting together a packet to take them to small claims court to recover all of my costs associated with this if this isn't resolved within the next couple of days. It has been too long and they are delaying for no reason.

  

  Business Response

  Date: 07/14/2025

  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:07/06/2025

  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.

  Purchased a defective water heater on 7/5/25. To resolve this we wanted to exchange the heater at ****** where we purchased so that we could have hot water today 7/6/25. ***** stated we can call AO Smith for a return authorization number to do this. AO Smith when called stated that they could not authorize this ans instead it needed to be fixed. The only service provider they cover is out of our area and will not come to our home to service. We should not have to pay out of pocket to fix a defective product that has been in our home less than. ************************************************************************************************* additional undue stress on us!

  

  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:06/30/2025

  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 a new home in 2018 and in 2022 the A. O. Smith water heater failed. A professional plumber contacted the company and they replaced the water heater 6/9/2022. The documentation with the new water heater states that it has a 6 year warranty. On June 29, 2024 we noticed water dripping from the bottom of the unit. Upon inspection it was discovered that all the connections were dry and tight, but the insulation was wet. It would appear that the tank has failed. Upon contacting the company on 6/30/2025 they stated that since it was a replacement unit it only carried the original units warranty. This is not stated anywhere in the Limited Warranty documentation. It was explained to me that this was just the company's policy and that the warranty paperwork that was included with the new unit was not in effect because a "purchase" was not made, it was a replacement. It does not state anywhere that a purchase is necessary for the warranty to be in effect or it does not state anywhere that a replacement units caries the original unit's warranty. All I want is upholding of the new warranty.

  

  Business Response

  Date: 07/03/2025

  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:06/30/2025

  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.

  Complaint Against: A. O. Smith Corporation Product/Service: Water Treatment System Claim Number: ********* Complaint Summary:I am a licensed HVAC and water treatment contractor and installed an A. O. Smith water treatment system for one of my customers. Unfortunately, the carbon filter units provided failed prematurely and should have been covered under A. O. Smiths warranty. I have contacted A. O. Smith at least five times over the past 12+ months regarding this issue.Each time, Ive spoken with representatives who acknowledged the issue and confirmed that four replacement carbon filter units would be shipped to me. However, despite repeated assurances, the replacements have never arrived.Ive provided proof of purchase multiple times, spent over 10 hours on the phone (including time on hold and speaking with customer service), and tried to resolve this matter professionally and patiently.Claim Number Provided by A. O. Smith: ********* Current Situation:My customer is now extremely frustrated with the lack of resolution. Ive done everything required of me to follow their warranty process, yet A. O. Smith has failed to follow through. I am now at risk of having to pay out of pocket to replace the entire system to preserve my customer relationship and reputationall because A. O. Smith wont fulfill a valid warranty claim.Desired Resolution:I am requesting that A. O. Smith immediately ship the four carbon filter replacement units that were promised under the warranty claim. If they cannot fulfill the warranty, I am requesting reimbursement for the cost of the replacement parts and labor required to resolve the issue.

  

  Business Response

  Date: 07/03/2025

  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:06/27/2025

  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 small Hybrid water heater(A O Smith) on Oct 5, 1923 from Lowes and had it installed by a licensed plumber. For the past few months, I have been having water go cold during a 10 minute shower. On 6-27-25 the same licensed plumber personally inspected my heater and found that the lower heating element wasn't working (Plumber trip #1) and he told me to get a new element from AO Smth company under warranty( 10 year parts and one years labor). When I called AO Smith *** I talked to ??*****(female) in warranty **** and her instruction was to take out the faulty element(Plumber trip #2). Return it to Lowes ( my trip #1) for a ***lacement element and have plumber install it(Plumber trip #3). This is unacceptable for me to pay a plumber for three trips to fix the problem, Cost and inconvenience should not be the customer"s responsibility. I think they should send a free ***lacement AND pay the plumber's labor charges. I started having the problem several months before having the plumber inspect the unit. Also the customer service *** was VERY terse and would Not let me talk to a supervisor and just said " that's our warranty policy) and after I said I was going to a file a complaint with BBB, she rudely said "go ahead" and basically hung up on me.

  

  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: 07/11/2025

  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.]
  AO Smith only said they would "review" the complaint but they didn't propose anything they would do for me to resolve the case.  DON'T close this case please
  Regards,
  
  ***** ******

• 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.

  I have purchased a hot water heater from this company. It was replaced once because they stated the heat pump should not run continuously. The product lasted 10 months. And now 10 months later the same issue is occurring. Their solution is it must be a leak. There is no leak. I would have water on the floor and there is not. They will not resolve this issue. They just say spend more money because it can't possibly be their product when in fact it was their product the first time. They refuse to provide any quality customer service. I am now out all this money. They refuse to take accountability for their product. They claim they have a warranty but they continuously blame a homeowner. If there was a leak as they claim the issue would have happened immediately with the other one but it worked fine till now.

  

  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

  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 will wait for further communication.

   
  Regards,
  
  ****** *******

  

  Business Response

  Date: 07/03/2025

  We have issued a RA and spoken to the homeowner. 

  Customer Answer

  Date: 07/07/2025

  [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. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:06/18/2025

  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 August 7, 2024, I purchased an ** Smith hot water heater from Lowes, **************************************. On June 10, 2025, the gas company was doing repair work in the community and turned off the gas at several residents. Mine was one of them. They left a note on my door, they turned off my gas and requested me to contact them to turn it back on. I contacted *****************,. *********, **, and a technician came out to check to make sure there were no gas leaks, etc. The technician would not turn the gas back on and wrote up a hazardous report indicating the ** Smith hot water heater was defective with a baffle missing. Although, I purchased the ** Smith hot water heater in August 2024, I am just moving to the property several months ago. I had to hire ***** **************** to pick up the defective hot water heater and take it back to Lowes. ** Smith would not provide another ** Smith hot water heater, unless I returned the defective one. This caused health problems for me, with no hot or cold water in the bathrooms for one week. It was only cold running water in the bathroom and kitchen faucets only. I have called ** Smith and spoke with the resolution department since June 11, 2025. I have spoken to at least fifteen people. I asked for $101 for ********************** fees. ** Smith *************************** requested me to send them a copy of the invoice from Dolly ****************, however, refused to pay the fees. Why request the customer to submit an invoice for delivery services, when they refuse to refund me the amount. Secondly, I would have preferred to get reimbursed for the ** Smith Hot Water Heater and purchase a Rheem hot water heater. ** Smith would only provide me with the same product. Southwest Gas indicated, the defective hot water heater could have caused harm to residents. Carbon Monoxide and perhaps explosions. This is ludicrous I had to file a complaint. I tried resolving this, however, **************** refused.

  

  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.

• Initial Complaint

  Date:06/18/2025

  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.

  This is the second complaint on my A O Smith 40 gallon tank hot water heater. Within three years of purchase and installation, it leaked and multiple plumber visits were thwarted by A O Smith sending faulty or incorrect parts, leading to my being without hot water for two weeks. This complaint was resolved by ******* *******, who was very helpful. At the time, he told me if there were further problems, A O Smith would replace the ******** the tank is 6 years old and the tank is leaking and needs replaced. The price for new tank and installation I've had quoted from my plumber is $1900 or thereabouts. I was in contact with A O Smith recently, and was told by ******* W (no full name given, and contact email ref stated Ashland City Support??) that my warranty had expired and I should call a plumber. In my opinion A O Smith sold me a lemon through ****** in May 2018.I would like a comparable replacement as Mr. ******* offered several years ago should another problem present itself, or at least some compensation for the replacement I will need because the company has substandard products. I'm very sorry I purchased this hot water heater.

  

  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: 07/01/2025

  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.
  
  My only options were to accept & close out case w/BBB or reject, so I'm rejecting until I get a response from AO Smith after they review my complaint. That was all they said - they are looking into it. We will see what follows!  
  
  Regards,
  
  ***** Searight

  

  Business Response

  Date: 07/03/2025

  We are trying to reach you at the phone number you have provided. Is there a best time to contact you?

  Customer Answer

  Date: 07/04/2025

  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.
  

  In response to the question posed by the company, the best time to call me is mornings in the week after July 4th holiday. 
  
  Regards,
  
  ***** Searight

  

  Business Response

  Date: 07/08/2025

  We will try to reach you again on 07/09/2025. 

  Thank you,

  Customer Answer

  Date: 07/08/2025

  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 belo

  A.O. Smith's communication was they will call me tomorrow. This is good to know, but does not resolve my complaint. Thank you to BBB!
  
  Regards,
  
  ***** Searight

  Customer Answer

  Date: 07/09/2025

  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.
  
  A O Smith called today & I was unavailable when the call came in - I returned a voicemail from *****. I called the number she left for me to call, ************, and after some hold time I spoke with a polite customer service person who told me I needed to speak with Technical Support, which she transferred me to. After about 10 min hold time, I spoke with an abrupt woman who told me to hold on, and she routed me to a constantly ringing number which was never answered. Then I got a survey about my satisfaction with their services, which I responded appropriately to, and that was the end of the call.

  I cannot say how disgusted I am with the lack of consideration and service from A O Smith. I've had a new hot water heater (a GE) installed already out of necessity, and I will proceed to put negative reviews for A O Smith on any online review sites I can find. As far as I'm concerned, they sold me a lemon in 2018. You can close this case any way you'd like, I appreciate BBB's assistance, but it cannot be considered a positive closure for this company. Thank you, BBB, for your follow up and assistance.

  
  Regards,
  
  ***** Searight

• Initial Complaint

  Date:06/07/2025

  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 purchased a new hot water heater 04/2024. A year and a half later no hot water. Called a licensed plumber to fix it. Replaced the element. Still no hot water. Replaced the element again, no hot water. Received an authorization for replacement tank. Installed new tank 06/02/2025. No hot water still. Called another licensed plumber to come and look. Plumber calls AO SMITH TECH SUPPORT. Plumber was told to replace element. I have spent $1775 in the last year on this product. I specifically asked for a refund for the tanks and I would buy a different brand. AO SMITH denied me any refund. I have been without hot/shower water for 4 weeks now. I can not afford to keep swapping and professional coming here. I want my money back for hot water heater $600 and at least have of the labor. Labor warranty was only first year. Now I know why. $905 in labor in the last few months.

  

  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.