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July 2024 by Gilda Frisenda
We have a 3 month old AO Smith tank that burned out. Terrible customer service. The wires in the tank, the pilot light burnt in half! It took 2 technicians and 5 days to get it fixed! First was told it was the Electric Gas Valve part that had to be replaced, but my husband told the both technicians that it was the wires inside. It took 4 days to get a part that we did not need, since no parts are available in Illinois and the gas pilot light assembly was replaced which was the problem!!!!
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April 2024 by Richard Swanson
What a disappointing performance from AO Smith. My hot water heater rusted, top and bottom, in just five years. I can’t imagine a company this size not backing their products and reputation. I wish I was able to upload pictures to this review.
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March 2024 by Ted Poolos
My water was replaced in October. The water heater was making noise after cool down. I picked up a new replacement. Customer service told me if I used their warranty center the labor and install was covered completely. The warranty center told me it would be $599 to reinstall.
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February 2024 by k. m.
Just bought a home in Aug 2023 that has AO Smith Gas water tank. Tank is about 6 years old (bought by previous owners.)Kept smelling gas so called gas company. Gas company found tiny leak and suspected it's the control panel to the gas water tank and says we're just about within warranty and to call to double check.We're having plumbers come out tomorrow but have been trying to contact their customer service and NOBODY ANSWERS! Is this company even still in business??? You're on hold FOREVER! GOOD LUCK TRYING TO GET YOUR WARRANTY PARTS!DO NOT BUY THESE WATER HEATERS! You'll get ZERO help for parts or anything else. Waste your money elsewhere.
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February 2024 by John Hunsaker
Awful experience - do not buy an AO Smith product under any circumstance. I purchased a water heater that was a lemon from the beginning. The installer came out 3 times to try to fix it. Meanwhile AO smith kept saying it wasn’t installed right. Eventually AO Smith agreed to replace it, but guess what - the installer wanted an additional $1200 to switch it out and AO Smith would only cover a fraction. The only other option was AO Smith would give me 1/3 of the cost of the heater to “but out the remaining warranty.” What a scam! I’ve never encountered a company that so cynically refuses to stand by their work and has no regard for the customer getting what they paid for.
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January 2024 by Ryan Portilla
Absolutely terrible customer service, Anne was no help what so every. I was sold a defective water unit that has burnt me and is freezing cold. No in between. They refuse to stand behind their junk products. Don’t recommend to anyone
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December 2023 by Kayla Kreier
AWFUL experience, would not recommend and will never purchase again. Had our water heater just over a year and began leaking due to faulty weld. AO Smith will not reimburse the $400 labor fee incurred for the replacement. Super disappointed.
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November 2023 by Rob B
I'm a contractor that installed a 120 gal. hot water tank 5 years and 1.5 months ago in a commercial application. The tank rusted through and needs to be replaced. The odd thing is that I stripped the jacket and insulation off of the tank and there's massive amounts of rust in between the foam insulation and the tank itself. It appears that the tank rusted through from the outside rather than from the inside. Somehow there was moisture trapped in between the foam insulation and the bare steel tank. It makes no sense that the outside of the tank is severely rusted. AO Smith completely dismissed any warranty claim because at the time of reporting, it was about 45 days out of the warranty period. In my opinion, there is a flaw in their manufacturing process that caused this to happen, but they are uninterested in the cause and will only parrot the warranty period.
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July 2023 by Glenna Greer
Horrible horrible customer service. Tried all day to reach someone for help…we have a gas leak on a brand new hot water heater and cannot get helpUpdate…used the wrong phone number…once we found the correct phone number we were able to get assistance.
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July 2023 by Christopher Carr
I bought a water heater, and immediately had issues with the water temperature being scalding hot despite the thermostat being set to the lowest level. I called about the warranty, and was given a plumber to call but they said if I can't get that plumber, then I need to call a local plumber and they will reimburse me. The recommended plumber doesn't operate in my state, so I called a local plumber. Long story short, they had to replace several parts and it ended up costing $400. The warranty only reimbursed $100 of this. When I called back to question this, the operator told me "I wish you would have talked to me first. I would have walked you through troubleshooting steps and showed you how to get reimbursed for parts to do it yourself. I'm not sure why the first person you talked to didn't do that." Thought I appreciate the sentiment of the 2nd operator, I am still out $300. I will not be buying from this brand again, and do not recommend it to anyone else.
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June 2023 by lgchugfdygvfugvuh
Don't expect to ever get a response through email or get them to answer a customer service call. Youll will be on hold for an hour.
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March 2023 by David Snow
I would never buy a water heater from this company again! It seems that the management is absolutely terrible. I believe that any full grown adult who thinks that putting a plastic valve on a water heater does not have good intentions for their customers. These things break easily and can cause destruction to the basement and personal belongings as well as personal injury. Is this the management’s idea of planned obsolescence? I am disappointed with Lowes for selling such lame products.
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February 2023 by Catherine Wilkins
Very positive experience. Everyone we worked with was very helpful and professional
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February 2023 by J Ham
Update 8/26 - AO Smith really came through. I reached out to them via their Facebook messenger and within a day I had a customer support person helping me! Although my tank was just over a year out of warranty, they honored the warranty and then some! Gabriel Sanchez was so accommodating. Hope they treat him well! Their customer service was awesome, overall. For those frustrated with AO Smith, try the Facebook messenger method.I wish I would have read reviews before purchasing our conventional tank. I thought mine just happened to be a lemon, but it seems a bit more widespread. The heating elements scorched after less than one year of use. I had to pay $400 for emergency repair that required both elements be replaced and the thermostats on them. I have attempted to reach out on instant messenger through their Facebook page to see if that is more effective than through the customer service email. I just reached out today, in all fairness. We shall see. Our plumber mentioned this seems to be chronic within the last year for AO Smith units. It's disappointing that AO Smith hasn't responded to the google reviews in this thread. I have included my make for reference.
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February 2023 by Ruowei Wang
Worst customer service ever experienced, worst customer relation representative ever talked to. After couple of months call going back and forth and my repair case still remain unresolved, water heater has been leaking for months, instead of waste time and money here, I decide to go with another brand and replace this 2 yr old broken junk.
