A. O. Smith Reviews 111

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.

Worst service and response if we book a request for service they will auto cancelled and no one response like 1/2 months we need to take a daily follow up.

I purchased & installed an AOSmith water heater which did not work from day one. Contacting their "Tech. Assistance Hotline" (TAH) began a 2 1/2 week runaround. They told me they did not have a service tech. that serviced my area , get a local plumber to check it out, and they would reimburse up to $100 (which they did not do), so I called a local plumber. He checked it out but could not find the problem so he called the "TAH", spoke with Scott, who told him the problem was a bad mixing valve in my shower "he had seen it a hundred times" Changing the mixing valve did not solve the problem but cost me $427.93. More calls to "TAH", more runaround, change two heating elements, two thermostats, still the same problem. Finally after eight or more calls (3+hrs on the phone) "TAH" Vikki decided I could return/exchange the heater. When I installed the second heater I noticed it had a "Do not remove" tag on the T&P valve and "heat traps" in the inlet and outlet connections which were not present on the first heater which leads me to believe the first heater was not new but possibly reconditioned. I submitted a claim to AOSmith for the $427.93 which I had paid to correct what Scott said was the problem. It was denied. They will probably recondition the first heater and sell it to another unsuspecting customer. As long as this review is, it only covers about 10% 0f my problems with AOSmith.

Keith at AO Smith is absolutely the worst customer service rep I’ve ever dealt with. We spent almost $2,000 on a brand-new water heater and the very same day we installed it, the valve was leaking. Instead of helping, Keith handed us a useless list of service people….half of which don’t even cover our area. After wasting time chasing down techs, we finally had someone scheduled for this morning, and guess what? they never showed!

When we called Keith back, his response was basically: “Not my problem.” He was rude, dismissive, and completely unprofessional. Imagine spending thousands on a product, having it fail within a week, and then being told by the company’s own rep that you’re on your own.

This is not just poor service..it’s disgusting. AO Smith should be ashamed to have someone like Keith representing their company. Do yourself a favor and stay FAR, FAR away.

The technician did not arrive on time, and there was no proper update regarding the delay. The service was not carried out properly, and overall, I am not satisfied with the experience.

There is a problem with the tank very bad toxic smell coming out of the New Hot water heater tank.
The company wants me to spend over $500 dollars for a plumber to flush it out with bleach. I never heard such a thing. I never had any issues with the last hot water heater as to flushing the tank.
The well water is fine and filtered.
Customer service is bad to think I would buy a new water heater to spend an additional $500 to flush out this toxic smell coming out of the unit.
I would never recommend AO smith.
The water heater brand is State.

After sales service is extremely poor even in city like Gurugram. The service executives I think are provided by third party vendors and are least bothered about quality and urgency of service. Call centre keep providing manager and level 1 managers numbers, who are also least bothered. Go for a brand which values customer instead of the one like AO Smith which only believes in ripping of customer by charging high AMC cost and not providing even an iota of service.

I never thought I’d be writing a review like this, but after everything I’ve gone through, I feel it’s important to share my experience.

I purchased your AO Smith WP PRO Planet P4 PRO (RO+SCMT+CFM) water purifier on December 9th, 2024, from Vijay Sales, Nagole Branch, Hyderabad. I was told it was one of your best models, backed by top-notch customer service. I trusted that. But sadly, my experience has been the opposite.

Repeated Issues:
Since the purchase, I’ve had three major issues, all related to serious water leakage. Every time I reach out for help, I’m either asked to buy an AMC or wait hours for a technician. All I want is a properly functioning product — not sales pitches.

The most recent time, things only got worse after the technician left. The purifier started leaking again. When I called him back, he said the water level sensor had malfunctioned and casually told me to put a bucket under the purifier overnight. He said he would visit again “tomorrow” — with no clear time commitment. So now I’m left managing leaks with buckets, not knowing when the help will arrive.

Delayed & Inconvenient Support:
Customer care shuts down after 8 PM, which means if something goes wrong at night, I’m on my own. I have to wait until morning just to raise a new complaint, and then wait another 24 hours for someone to visit.

In total, I lose two days just to get one issue addressed — and even then, it's not resolved properly.

⚠️ Final Thought:
To anyone considering AO Smith: please think twice. I had high hopes for this brand, but my experience has been frustrating, exhausting, and disappointing — both with the product and the service.

I truly expected better from a brand that claims to be premium.

Sincerely,
Abhinay Pusapati

I purchased a water heater through Lowe's and 3 years later the polit went out. It wouldn't stay lit. The offered a parts replacement with next day delivery for $62. The parts didn't ship until 4 days later. They refused to honor next day shipment and no refund. They mislead the shipping time by omitting that they couldn't guarantee overnight shipping

The A.O.Smith water heater had 2 years left on the 6 year warranty, their claim process is next to impossible. I assume its that way by design. They would not Warranty the water heater failure, because I did not remove the rating plate sticker that was on the old water heater. I doubt it would come off in one piece anyway. The trash truck had already picked up it up. I had taken pictures of it, however, they would not accept pictures, which is complete B.S. as that's the normal way in this day and age!

Horrible product! I had 2 tankless units go bad within a year.

Horrible brand… A O smith is a scam company… compulsory to change parts every year even if the usage is minimal inspite of that compulsory change the parts…. Without that the water Purifer won’t work…. Our usage is about only 30% as compared to the other house hold usage…. Inspite of such a massive difference of usage… my Purifer stopped working exactly after 13 months of the installation date so exact that the date to date matches…. 13 months are like how the company calculates 12 months of usage and 1 month of grace as buffer month…. And believe me inspite of my usage of only 30% the product exactly like precise and exact on the same date of the installation after 12 months it gives a indication… and after a 1 month of grace it stops working…. Like the company is begging to compulsory take the amc to change parts and use it for another year…. It’s like as thought there’s a Alarm set in the machine to exact konk of after the 13 months inspite of not using the product… such a scam… like you can’t use the Purifer… till you don’t pay what the company is begging for… it’s literally begging coz… you use it or not you have to compulsory pay the company for the product to work…

Called customer service and was put on infinite hold. Waited an hour and never got my problem answered.

I bought an A.O Smith gas water heater at the beginning of March 2025. It has given me nothing but trouble since the day I brought it home. As soon as it was installed, it did not work at all. I then had to have a new part for a brand new water heater ordered. It took forever to get it to work, but Wednesday 7, 2025 early in the morning guess what no hot water. The pilot went out, and I haven't been able to get it started since then. My opinion is A.O Smith 40 gal. gas water heaters are a POS! If I could take it back I would take it back, and I would never again in my life purchase any product associated with this Brand Name. If I could give negative stars I would have! So upset seeing as how I couldn't even afford this pos in the first place.

Kalam is good service and helpful
Give good advice and friendly

Bad service...they are calling for address but not came for service then blaming party they are not received call.Only one year it's working needs service.dont buy it

After sales service is extremely poor even in city like Delhi. The service executives I think are provided by third party vendors and are least bothered about quality and urgency of service. Call centre keep providing manager and level 1 managers numbers, who are also least bothered. Go for a brand which values customer instead of the one like AO Smith which only believes in ripping of customer by charging high AMC cost and not providing even an iota of service.

I unfortunately purchased 2 insta hot hot water heaters from Lowes 1(110) American hotwater heater and 1(240) AO smith hot water heater both instant hot water models neither one worked after 3 months of dealing with their customer service found out their warranty is a joke I was told unfortunately they can't replace so I'm screwed after spending around $2000 I would definitely not recommend either and am seriously considering not shopping at Lowes again because of their return policy 48 hours and it can't be opened ?how am I supposed to know if it works if I don't open it?

I bought a high-efficiency reverse osmosis, unit, from Lowie. Missing one part. Well they (Ao Smith) will send it to me after I paid $11.99 for shipping, on a brand new system. Now I know why Lowie is getting rid of their product. I would too if they don’t make it right with the customer. And just think of all the money they just lost of all those filter I would have to buy over the life time. I hope it was worth it for them.