ComplaintsforA O Smith Corporation

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  after the first aos we bought it went out in 2 1/2 years, they gave us the credit to go back to lowes and they replaced with the same, it lasted 2 weeks, went back to lowes for the third time (only way i could get it replaced) and had a plumber install it. heater worked until the plumber left. as far as im concerned lowes and ao smith can do without my business. i would never purchase ao smith products again, don't care how long they've been in business, i will tell everyone i know not to buy ao smith products because they are garbage.

  Business response

  01/26/2024

  We've made multiple attempts to call the consumer at the number provided in this complaint. 

  We ask that an alternate contact number be provided so we can make contact. 

  Customer response

  01/26/2024

  phone numbers

  *** *** **** *** *** ****
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I am writing on behalf of an issue that my family is having with A.O. Smith Water Heater Corporation. On December 2, 2023, my husband noticed that our water heater was leaking. Upon inspection, he realized that the leak was coming from a manufacturer's weld on a tap for a relief valve that comes pre-installed. Our water heater was purchased in 2019 through the company State Water Heater. This water heater has a warranty for 6 years. This company then merged with A.O. Smith Water Heater Corporation. When my husband called late afternoon on December 3rd he spoke with a gentleman named **** on a recorded line. After giving **** the serial # of the water heater which confirms the name, model #, year manufactured and size and style of the water heater **** stated that the leaking water heater was in fact covered by the warranty and getting a new water heater was an “easy fix”. He told my husband that the only place he could return this water heater was at a Lowe’s location. He told my husband that all warranty returns are done through Lowes. My husband was told that he would need to go to Lowes, return the water heater, and get a replacement the same day. On a side note, my nine year old son has an immune deficiency disorder. His body can not fight off infections, therefore it is essential that we have hot water for cleaning and hygiene purposes. When my husband went to Lowes they would not replace the water heater with the RTA# that the manufacturer had given him because he did not purchase the water heater there. He then left the water heater with them and picked out an equivalent water heater of the brand AOSmith who is affiliated with State Water Heater Company. He spent 2 hours at Lowes waiting for A O Smith to call him back. They never called back and he knew a plumber would be at the house in an hour. My husband purchased a water heater for ******* out of pocket only to find out that the company is unwilling to give us the full reimbursement for the water heater that was under warranty. My husband knew that we needed a water heater in any way possible, and could not wait multiple days for things to be disputed. Therefore, the water heater was installed. A.O. Smith Water Heater Corporation is now stating that they will only reimburse us a partial payment of **** per company policy. When my husband mentioned the gentlemen who told us the specifics of what to do, this company told us that they understand what he had done and would be providing further training to **** as he is not fully up to date on their policies and procedures. We, however, don't feel we should be made to lose out on a full rebate because their customer service representative gave us the wrong information. We would like your assistance on this matter to get the full warranty amount for the new water heater. The company associated with only giving us partial payment and with whom made all phone calls to try and assist us was A.O. Smith Water Heater Corporation: 500 Tennessee Waltz Parkway Ashland City, TN 37015* **** ****** ********* Any assistance you can provide us in this matter would be greatly appreciated.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a water heater from Lowes in Sulphur Springs Texas. Supplier is A.O . Smith. This was the second unit I purchased with warranty. 5 year warranty. It's not lasting a year . I couldn't get my money back the 1st time because they said it was an issue with my plumbing in house. So I had that fixed. However the plumbers stated it was not the issue both units are defective. Lowes won't refund me till I get an authorization from A.O. Smith and A.O. Smith keeps coming up with " new rules" everytime I call. I have spent over 3*** dollars on two units and plumbers and warranties. This has been going on over 6 months. I have all documents. I had to purchase a 3rd water heater yesterday except this one is a different brand and not from Lowes. I need help and reimbursed from the previous purchase. I'm on a Social Security Disability income. I am a widow and cannot continue this expense . I had to borrow and depend on others. The plumbers from yesterday stated this A.OSmith products were defective . Case * ******** ** **** ***** ********** ***** * ****** is the rep

  Business response

  10/24/2023

  Our records indicate the customer is not installing the water heaters in accordance with code requirements. 

  We will be glad to provide warranty coverage if the customer brings the installation up to code requirements as explained on multiple occasions. 

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: They're referring to the 1st water heater purchased . This is the second one I purchased and they're installers and plumbers put the second one in and it was up to code and still was inoperable 

   They contacted AOSmith but did not get a response
  
  Sincerely,
  
  ** ******

  Business response

  10/31/2023

  We will follow up with the customer and provide an update after we have spoken. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 40 gallon AOSMITH signature 100 series water heater from Lowes and was professionally installed. About a month in, the water heater completely stops working. I called the company and was told they would send replacement parts and would take a week to arrive. I explained that was unacceptable as there would be no hot water for my baby and elderly parents. All i wanted was to return the item with a full refund as soon as possible. Customer service would not help me any further. I do not recommenend AOSMITH PRODUCTS as it is very low quality and can easily break leaving you with cold water.

  Business response

  08/28/2023

  We’re sorry to hear of your experience with our product. We spoke with the customer and gave the return authorization for the water heater as requested. The customer will contact us if they need any further assistance.

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