Complain about a product or service

A. O. Smith Water Heaters

Arline of Indialantic, FL August 6, 2009

Purchased and installed by a licensed plumber an A.O.Smith 30 gallon hot water heater Model ECL30200 late April 2008. August 1 massive flooding occurred in our condo. Upon inspection and removing cabinet covering it was visible that outer jacket was bulging at the seam. Immediately called plumber who installed it.Shut down all water from the main. This unit is but 15 months old!!! Took plenty of photos.

Kat of Lathrop, CA July 21, 2009

We purchased a water heater not knowing that our issue at the time wasn't the heater, but a leak. We bought a Power Miser 6 from Sears manufactured by AO Smith. (Model: 153336466, Serial No. EO7A154314) that wouldn't stay lit, we had not less than 8 techs out to try and repair the brand new appliance to no avail. After torturing us for more than several months during the winter, they sent out a replacement. The same problem occured and when I call for assistance they (Sears/AO Smith) told us it was our problem! Considering that we were on the 2nd unit, we didn't think it was our issue.

Today, 07/21/09 we are forced to purchase another water heater. We would like all consumers to be aware that both SEARS & A O Smith, do not honor their agreement with consumers to provide what the consumer pays for, that is an appliance that works as it should. I am so sick of being told that problems with what we buy is our fault and not that of the manufacturer. With times being as they are and us on a fixed income, this is an expense we can ill afford at this time. We were told by Sears that they didn't manufacture the defective appliances and told by AO Smith that they didn't sell it to us.... HUH!!!! So as long as they manufacture defective appliances but have someone else sell them they are NOT obligated to make them work. AS to Sears, they didn't manufacture it so how can they be responsible for it, they only sold it!!! If someone out there has an answer I would love to hear it.

Elizabeth of North las vegas , NV July 20, 2009

We purchased our house in December of 2006 brand new all new appliances and everything. In July of 2009 my husband got up to go to work only to find our garage has been flooded with water. Our water heater blew. I called the number on the water heater and was told that labor is only covered for 1 year for our water heater and they would replace our water heater. I called the independent contractor and was told it would be over 600 dollars for them to replace the water heater and that is just for labor. not to mentioin another 55 dollars just to get them to come and look at it. we have only lived in the house for 2 1/2 years and the water heater went out. I am not a believer of this company and have since decided to buy a whirlpool with an extended warranty.

Rhonda of Aurora, CO June 22, 2009

Concerning a State Select water heater that came with our brand new house in 2006: Hot water went out, so I called their suggested service providers in our area. One wouldn't answer the phone, the other (Bonded Repair) was expensive and couldn't get to my house for the appointment I had made with them previously. So, I emailed AO Smith to see if I could use another provider. They simply said yes. They didn't mention that some parts (still under warranty) may only be available through their suggested provider, and in the end I had to pay shipping for the non-generic part that I needed.

I used Roto Rooter and they had a difficult time with AO Smith over the phone. AO Smith made Roto Rooter replace the thermocoupler and the pilot light assembly BEFORE they would agree to send the part needed. And even before they agreed to that, they wanted Roto Rooter to dissasemble and clean out the bottom tray AND even suggested that I needed to call the city to have them verify my gas line didn't have an air pocket in it.

This all cost me twice the labor had they just sent the part needed to begin with. And of course by then I had been out of hot water for over a week so I had to pay 50 shipping to get it here by the next day. This is holding parts under warranty ransom. They should have listened to my plumber so my labor wouldn't have been so high. And they should have parts available locally so there's no shipping involved. In all this cost me 400 to fix a 3 year old gas water heater that should last for at least 20 years.

J of MARYSVILLE, KS June 14, 2009

This is follow up of a complaint of May 28, 2009. Today June 13, 2009 the water heater has quit working again. We paid for the pressure valve and installation 54.94. It lasted a few days and now we are again without hot water over the weekend and looking at more money to have another plumber come out to look at it. The water heater is a 6 year warranted model and is only 3 years old. We will have to pay for another plumber to look at it and may have to replace the whole unit. So we lost 55 so far and will be without hot water for several days having to boil water to bathe and wash dishes.

Cheryl of Clearwater, FL June 8, 2009

WATER HEATER LASTED ONLY 6 YRS. Purchased 40 Gallon A O Smith model EEST 40T917 hot water heater from McGill Plumbing in Clearwater for 450 including installation 5/03. Now we have done the foolish thing and purchased another A.O. Smith heater (525) because it is all our plumber carries and we can't take more time off from work to deal with this.

J of MARYSVILLE, KS May 28, 2009

We purchased a 50 Gal A.O Smith Water Heater 2/10/2006. The pressure valve blew and flooded our basement on 5/21/2009. The installer replaced the pressure valve 3 days later and charged us for the part. Our Series FCV has a 6 year warranty on parts and the tank. When the installer asked the company about the warranty he was informed that the parts are only under warranty for 1 year. I am the original owner and A.O. Smith has violated its warranty in the middle of my contract with them. We had to pay 22 for the part, on the water heater, we also were without hot water for 3 days.

Don of Farmington, NM March 18, 2009

Don of Farmington NM (03/18/09)
We bought a 40 gal AO Smith water heater in '05 and within 18 months we began loosing hot water time. I called the 800# for help and was treated like I was infringing on their time. Very few times have I ever been treated more poorly. They gave NO recommendations and told me to call Samons where I bought it. It turned out that it had already acquired some sediment which had to be drained out.

Charles of Table Rock, NE March 14, 2009

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