A. O. SmithReviews of aosmith.com

Worst servicing ever..dont buy..they don't call back..its been 2 weeks

My AO smith water purifier is not working, please don’t purchase I have purchased it in January 2023 just 6 months water itself is not coming and the service is horrible, No one responds not even customer care. I think they should change the label it is mentioned as 8 stage purifier , 1st stage of water is only not coming

WORSE Company with support, first you are treated like you are stupid, then when you show that you actually know what is going on, they find every excuse to not support you or provide technical support, I bought a Hybrid Water Heater, the unit will ALWAYS use one of the elements, regardless of the settings (support basically quoted me the manual, yet, still uses one element even on heat pump setting) then they basically told me there is no way I would know...like I dont have a home energy meter that monitors circuits...it is 2023, anyone with solar knows we can monitor energy usage.... then I told them that the "time of use" is useless as the whole point someone will use it is so the heater only works during low rate hours, well....it does not, it will turn in ANYTIME... here, I was told again, to read the manual and that there was an "error" in the marketing, yeah, the main reason to buy this heater... then I was told to put the heater on vacation mode or just use a timer (like the one I had with my previous heater that cost 1/3 of the price, so this "smart" unit will be render useless with a timer. At this point since they refuse to actually acknowledge the issues I send them an email with a line full of sarcasm.... " I bet the next CSR will ask me to make sure my Heater is plugged in the wall" there the magic happened, next email ignored my issues and I was told that I am REQUIRED to submit a picture of my heater (that was installed by a professional from Mr Rooter) to ensure it was installed properly and MUST show that it does not have a plug going into the wall...really!!! if I do not comply, my technical support will not be honored....yup, they did not read all my requests, but used a sarcasm line to find a loophole to not admit that the unit does not work as advertised!!! Save your money, buy a Rheem as these people could have had a great unit, but they literally do not care for their customers ...watch how they reply with a generic answer cut and paste from a manual just like they did at the LOWES website, to act like the unit is ok and I am just stupid

I wish I could give ZERO stars. This product is JUNK and "customer service" is a joke. Don't hold your breath for a labor auth code for that "1 year labor coverage"!!! I was told that they count from the manufactured date, not the actual installation date. So apparently AO Smith built my tank right in my basement last year since mfr date was 5/22. My home warranty company installed a GCR 40 400 model as a replacement for my Rheem in November 2022. I was not consulted about brands. I'm sure they picked the cheapest option. By May '23, the pilot was going out multiple times a day. Had a plumber come out & check it, was advised that the control unit was bad. Control unit was changed & guess what? STILL no hot water! Plumber came out again, advised that the pilot burner unit was bad. I called tech support to have them ship me the part and was promised "overnight" shipping. 2 days later, NO part has arrived--called tech support again and was told that the part isn't in stock. So far, I have spent $500+ on service calls since May, not counting the upcoming burner installation labor. I could have bought a new tank with that money but instead I'm stuck heating water for cleaning and bathing while the AO SMITH company who actually manufactures the part I need tells me they don't know when they will have it.

These water heaters don't last long! Within 9 years I went through 2 units with 1 being an expensive Hybrid. My son also went through 3 units within 8 years. The sad part is that they tell you they have 6-10 years of warranty, but fail to mention that when your first unit goes, that original warranty carries over to the next. So the replaced unit has the remainder of the original purchase. (Example original purchased unit, 6 years warranty. The unit goes after 3 years, the replaced unit gets the remaining 3 years.) This sucks because now you will lose the remaining 7 years warranty on the replaced unit if it's a 10 year warranty. Customer service is lousy in trying to resolve the issue. Their solution is to purchase an extended warranty every time you get a replacement. For these reasons I nor my son will ever purchase another AO Smith product or recommend anyone to do so. As for AO Smith, you should honor the full warranty,(not the rollover), if you have faith in you products!

Be advised before you purchase an A.O. Smith hot water heater! Our $1000, A. O. Smith GCRL 40 400 residential hot water heater failed just 14 months outside of the 6 year warranty period. The leaking heater tank trickled 120 gallons of water to our basement floor before it was discovered. Speaking with a ground level customer service, and a manager, each stated A. O. Smith would offer no relief in the matter repeatedly stating "we abide by our warranty period", and, "there's nothing we can do". A. O. Smith is not the premium, reliable durable goods / appliance manufacturer to spend your money on in our experience, because their product failed far prior to a reasonable life expectancy, and they offered zero empathy, consideration, or flexibility toward offering any type of relief or support in our case.

I will be joining the chorus of other dissatisfied A.O. Smith customers who purchased one of their water heaters. After just 4 years, the water heater was leaking and in calling the manufacturer, they indicated that it was defective and I got an RA#. Initially, they were only going to give my a two year warranty on the new water heater but Lowe's did manage to give me the full 6 year warranty. It amazes me that Lowe's would continue to carry such a poorly made product. Suffice to say that if this second water heater fails, I am done with A.O. Smith and will find a more reputable company to do business with. I really can't recommend A.O. Smith to anyone.

Identical water heaters, two failed burners, AVOID