A. O. Smith Avis 109

Heats 2 gallon and then cold water.

After calling technical support for authorization to replace a part. A technician named Sarah was very rude. She rushed me off the phone and didnt let me explain the issue. She told me everything is working normal because my client has hot water. I called back the next day to speak with a different technician and it was like night and day. The new technician explained to me that there is an issue and its a fire hazard. I grateful for the new technician, the other should technician should be fired.

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 I was told that because the sticker was “tampered with” that my warranty was no longer valid.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.

Bought an electric on demand water heater. Did not provide steady hot water from the beginning but it was located in our guest house and I did not bother. It finally quit. Called AO Smith and was told needed to replace the main board, total $350 out of warranty. Then realized after the fact that was the price of the same water heater new. Spent 2 mos trying to return it. May calls, may emails,RMAs, and no replies. Finally gave up, , lost my $350, they wore me out with their incompetence and poor quality.
Bought a Reem heater and perfect!

Product: A. O. Smith P7 Water Purifier
I strongly do not recommend the A. O. Smith P7, for two fundamental design and policy reasons that completely undermine the idea of “safe drinking water.”
1) Unsealed internal water reservoir — insects can access your drinking water
The P7 has an internal reservoir that stores already-filtered water before dispensing. Shockingly, this reservoir is not sealed. In my case, ants were able to enter the reservoir, and I only discovered this after finding dead ants and ant parts in my drinking water.
This alone should be a deal-breaker for any product that claims to provide safe water for your family. A water purifier must be sealed by design. Allowing insects into filtered drinking water is not a minor flaw — it is a basic hygiene failure.
When I contacted the reseller / A. O. Smith about this, the response was essentially: don’t place the machine near food.
That is a completely unrealistic and frankly ridiculous suggestion. This is a water machine designed for kitchens. Kitchens contain food. That is not a user error — it is a design flaw.
In the end, I had to seal parts of the machine myself with tape, hoping the water was no longer contaminated. That should never be necessary with a premium water purifier.
2) Forced filter replacement via software lockout
The second major issue is the filter replacement policy. The P7 requires filter changes every 12 months. After 12 months, the machine starts warning you — fine so far.
However, if you do not replace the filters within about one additional month, the machine is programmed to completely stop dispensing water. You are forcibly locked out of using the machine, regardless of actual filter condition, financial situation, or personal choice.
This behavior was not clearly communicated upfront and is unacceptable. A company should inform users — not hold their water supply hostage via software.
Conclusion
Between the unsealed water reservoir that allowed insects into my drinking water and the forced shutdown if you don’t buy replacement filters on their schedule, I consider this product fundamentally flawed.
I would strongly advise against buying the A. O. Smith P7. If you care about hygiene, transparency, and basic consumer respect, look elsewhere.

I bought a $2000 hot water heater less than a year ago. The control module quit working. It took me days to even find away to contact them. When I did I called and got a quick answer. Gave them the info they asked for and was told it was under warranty for parts and labor, gave me a Case # but to get a work order I
had to talk to the Teck Deprt, so they transferred the call but after 2 hours they hung up, so I called back, I asked if the Teck Deprt could call me back but was told they only talk to incoming calls. He said he could check and see about how long my wait would be in a call back. He said the wait time was about 6 Hours, but if I would call between 7 and 8 CST either morning or evening that the wait time was normally no more than 1.5 to 2 hours. That is totally insane. I will never buy a AO Smith product again and I suggest that no 1 else does either.

Wow I wish i saw this site prior to buying my first unit. Bought a tankless unit from Lowes. 2 years later it developed a crack in the intake tube. Leaked all over the wall and flooded my garage. Then I got a warranty replacement and now that one has developed the same type of leak but from the output side. I called customer service and they were less than helpful. They try to tell me they barely see leak issues. SO I am the only customer that has a leaky unit and i happen to get 2 of them? Then they try to tell me that because my unit is mounted in the garage that extreme cold could cause a leak. I live in Orlando Florida. I don't even own pants...

Unfortunately the warranty follows the original unit and not the replacement. I will not be buying another AO smith unit. More than likely you are only here after an issue. but hopefully someone trying to buy a unit sees these reviews and buys something else. 1.4 stars on 100 reviews. wow!

I had this water heater installed by my professional licensed plumber about 14 months ago. His work was great, the water heater has given me so much trouble. Had to have the valve replaced after 2 months. Pilot light went out, they blamed it in the wind. I get major anxiety every time we get heavy winds. Now we saw a leak, had to replace 2 parts. This plumber informed me it’s only a problem with this company! The filter on the bottom is the problem, they need to fix this! After spending $2,500 on a new heater it just cost me $450!

I have a signature 900 heat pump water heater I just purchased. So far the experience has been less than stellar. Out of the box my heater was defective, I am a technical person so I was able to take it apart and repair it myself. I tried to go through the company first and they have poor quality control and even worse support. My tank threw an error 81, a condensate issue. I first called it in and the support was horrible and the tech person did not know about the product and started making things up and lying to me to get me off the phone. My setup is I have a drain I run a hose to for my condensate(i.e. no optional pump) with error 81 it was obvious that the condensate float switch was bad or not plugged in. The Tech told me I needed to run it off the electric heating elements to "make condensate" for 2-3 days and the problem would fix itself, he also said that it is required to run it off of the heating elements on a new install. None of that is true, the heating elements will never make condensate, and the manual does not say to run it of the heating elements. When I pushed back and questioned the tech he talked down to me and patronized me. Support like that should be fired. Anyway I started to disassemble my heater and pulled the wires to the switch to test and saw it was open so I opened the lid and inspected... There was garbage inside including bits of foam and clipped ends of zip ties sitting in the drain pan. So I removed all the garbage and cleaned to free up the float switch, and then it was able to complete the circuit. I reassembled and my heater has been working since. It is a shame that the quality of the employees is so bad with little to no quality control and completely incompetent support.

AO Smith not providing on time service to AMC customer. They refused to provide spare parts on visit this is really very horrible service by AO Smith and service provider was so wild over providing service at Hadapsar Pune area. Please remove this service provider

Literally the worst customer service on planet Earth. If you're looking for a brand name look elsewhere. The customer service is atrocious, rude, and just down right do not care. The lady I spoke with laughed at me when I told her their policy was a joke. We purchased a hot water heater and within 4 years it malfunctioned and nearly burnt our house down. They warrantied it out, however, now I'm back in the same boat 2.5 years later with the SAME ISSUE. I called, they said that my warranty only applies to the ORIGINAL heater, not the new one purchased 2.5 years ago. However, their website says that my heater is good until 2028. She said their website is wrong. WHAT A JOKE. I could have gotten better service from a trained monkey than these morons at AO Smith. If you want to waste your money then this is your place! If you want to replace a water heater that's under warranty every 2-4 years, this is your place!! If you want to deal with idiots, THIS IS YOUR PLACE. However, if you want to save money, deal with kind people, and not deal with the mentality of brain dead idiots, then look elsewhere.

My AO Smith hybrid heater start leak after 2years. Warranty on the paper is for 10 years.
5 times I try to connect with warranty department to get "warranty service authorization" and it is no way to connect with them. It is look like a SCAM company.

Very poor products and the worst service after installation.