A. O. SmithReviews of aosmith.com

Bought an AO Smith 900 water heater in November 2024. In December 2025 it leaked and had to be replaced (unit covered under warranty but not installation $1200). Now three months later the NEW THREE MONTH OLD water heater is leaking and needs to be replaced! DO NOT BUY THIS PRODUCT! Customer service is just a broken record of they only cover the product not the installation! This company doesn't care about their customers....

This customer service is not just bad. I talked with three associate last a few days. Over the last a few days, the receipt requirement for warranty keep chaning just to aviod coverage for labor. At the end, I got the chance to talk with supervisor and finally understand why they has one star review here. There should be negative 5 star option for them. I will not use them and recommd others to do the same. Worst customer service. So bad, just evil

I purchased a.o.smith water softener 400T in January 2025 and it was a waste of good money. Immediately started replacing parts and it has never worked properly since installed. Don't waste your money and buy this useless item. It is being replaced next week with a real water softener.

first time having this water heater it broke down with a ECC code many people came to see it, got different answers. Only answer was to get a replacement, which took days. The plumber came replaced the old one. Not even a year later same problem. Ao smith has terrible customer service and there product is ineffective. Will never buy Ao smith again.

If I could give 0 stars I would. Absolutely disgusted with the service of this company. Was on hold for over 3 hours closer to 4 hours. I was told that because the sticker was “tampered with” that my warranty was no longer valid. First of all there’s no label saying if removed warranty becomes invalid, second I wasn’t the one who took it off my plumber did, third they have been doing it that way for over 20 years. What really made me upset was on my second call after already being on hold for over an hour and a half the representative did nothing but basically tell me I’m shit out of luck. From the first phone call I waited on hold for 1 hour and 38 mins before someone answered… I wish I was lying all for him to tell me because my sticker wasn’t on my heater there’s nothing he could do so I politely asked him to just hold on for like 5 mins if possible and I could get him the sticker but they have other people with other water heater issues going on which I wholeheartedly understand however , I waited over an hour and a half they couldn’t wait 5 minutes? Then you ask to speak to a supervisor and there isn’t one … they need to call you back… this company is nothing but an over priced piece of shit. Will never be using or purchasing another heater from them again. Thank you so much a o smith you guys really are horrible at what you do. What would NY do without you guys. As for the representatives who were absolutely no help the left doesn’t know the right. Thanks so much for absolutely nothing but a horrible experience!

Do not recommend this company. 3 years 10 months into a 12 year warranty the hot water heater isn't working. One week to get replacement part when it was located only one hour from my home. Upon trying to install part found another part broken which caused first part to break. Order second part and the dumb clerk just reordered the same first part again which took another week to get. Now waiting 5 days for them to ship the correct part (hasn't even been shipped yet) when they indicated it would take 1-2 days to ship and they would cover overnight charges. Two weeks with no hot water. In looking at other complaints, I am saving to purchase a replacement so I don't have to go through this again in a short time.

This company has horrific customer service. They try to wear you down until you give up when trying to get warranty service. Also, the labor warranty is a total farce. They say labor is covered for the first year but they severely limit what they will pay for that labor. Like pulling teeth trying to get any coverage.

We replaced our hot water heater with a new 50 gallon AO Smith unit in Nov 2022. In Oct 2025, the unit stopped heating and throwing an error code to replace the control valve. The plumber who installed the unit came out and it took 10 days to get it fixed. The problem was with AO Smith warranty policies making it extremely difficult to remedy. We had to try three different parts (one at a time I must add) and I incurred over time charges because of weekend work and after hours. Fast forward 3 months and the same issue has occurred. And, unfortunately, AO Smith is making us go through the exact same process, including replacing the control valve…again. I have called customer service multiple times and been on hold for lengthy periods of time, only to have customer service say it’s their policy “to troubleshoot the issue” and they won’t just replace the tank. So we sit at least another 4 days without hot water. I would never buy another one of their products and if I could give less than a 1-star rating, I would.