A. O. Smith Water Heaters

My Pro Max 40 Gal Propane unit started to not stay lit after 18 months. I called AO Smith and they denied my warranty since it is installed in my bathroom.

Most hot water tanks, where we live in rural PA, are located inside the bathrooms. A professional provider installed mine and was not aware of such a law or restriction. Either way AO Smith welched on my warranty and now I am stuck relighting a water heater three times per day since I cannot afford to replace a $600.00 heater that I just paid for. I sell Reliance heaters where I work and they have never welched or refused a claim to anyone and as I said, most of the water heaters where we live are located in the bathroom.

I hope this goes class-action because I will be first in line to sign up. It's garbage heaters from a company that takes any way out on warranty. And yes, I cleaned the filter and viewed water heater 101 several times, but it made no difference whatsoever.

We built house in 2005. First, water heater wouldn't stay hot, then leaked. Second one, four years later, leaks all over the floor. A.O. Smith water heaters are junk! Two in seven years. Never own one again!

AO Smith water heater. Built our house new in 06. One year later, nothing but problems. It keeps going on vacation and won't stay lit. I replaced a few parts (not cheap) that they said would fix. It doesn't. This water heater is a joke and will never recommend to anyone ever! In fact I would do the opposite and tell people to not waste their money. For the price that water heater costs new you would think it would need to work longer than their so-called first year warranty. Instead, they make it fall apart. Cheap piece of **. Don't bother!

I bought a Sears Gas Miser 9 Hot water heater. After 3 years, the pilot light keeps going out. This is a piece of crap, in my humble opinion. I'll never buy another Sears product again.

I purchased AO Smith 50 gal natural gas hot water heater in Oct. 2007. I installed it in clean, vented, laundry-room closet. I had the same problem as all other similar complaints filed regarding the pilot light that will not remain lit. AO Smith was highly recommended but became highly disappointing, i.e., no hot water due to pilot light going out. All service recommendations were followed regarding the pilot and controller assembly. In July 2010 and again in 2011, I had the controller unit replaced by AO Smith service representative at $85 per install (AOS provided unit under warranty). The gas pressure checked OK at service line and burner. The inside and screen on bottom are clean, but the pilot would still not remain lit. After spending $170 for repair, I finally became fed up and replaced the unit in Nov. 2012 with different brand that works. I'm requesting a refund of my repair costs, lost time, dissatisfaction, and upset family.

This is the second time in 5 years of having a problem with the pilot light of my AO Smith water heater. It's clean, so I'm guessing it's something else, although I was told this was a fantastic brand and model. What frightens me though is one complaint that included AHS Warranty and that's exactly who I use. I called in my service request this morning and received no call from the plumber 3 hours later. He told me he'd be at my house 15 minutes ago. This is not the first time I've had poor service from AHS providers. I have a feeling they won't get it fixed. Ahhh... the phone is ringing now! He's across town - give him 20 minutes, he says.

Pilot light goes out constantly, leaving me with no hot water. It has happened 35 times at least. Then when you complain, they blame their customer by sending you to hotwaterheaters101.com which treats you like a moron because you don't know how to properly maintenance your water heater. This is a ruse. This is not your fault, this is poor engineering by AO Smith! I have cleaned, cleaned and cleaned this thing over and over again and it does not matter! The pilot light still goes out even after a fresh cleaning. Boycott AO Smith! Spend your money elsewhere and buyer beware!

The pilot light continues to go out. From day one of moving in my new home, I have contacted American Home Shield Insurance for my new home and four plumbers have been out already. No one can fix the problem. The thermocoupler was already replaced, etc. Excuse after excuse. I am afraid of something bad happening. I do not believe based on everyone's comments on this site that this hot water heater can ever be fixed. They are all lemons.

I was instructed by a local plumbing contractor to switch to the A.O.Smith Cyclone water heater in Aug. of 2007 for my small family restaurant. He stated that it was the best out there and would last my lifetime as it was designed for heavy duty operation. Within 3 months, it has already been serviced four times due to a multitude of issues.

Now, four years and 12 service calls/repairs later, my plumbing contractor has officially stated that we got a lemon and is replacing it with another of the same unit. I am not only concerned that I will see the same problems with the new unit, but I will probably have to pay the $5000+ to get the new one. At this point I don't have much choice as I cannot run a restaurant without hot water! The battle with A.O.Smith regarding the defective unit we've put up with the last 4 years remains to seen. Will they stand up and back their product? I can only hope so, because this small businessman simply can't afford it.

I have two pro max water heaters 50 gallon. One is three years old and the pilot light keeps going out. I am a building official for 23 years now and I know about water heaters. I am getting very tired of cleaning combustion air screens, cleaning thermo couplers, etc.. If I had to pay a plumber/heating contractors to keep it running, I would have had to pay over $1,500 dollars in service calls. Its sister pro max installed next to the water heater from hell is same type, only six years old now and has been running fine, no problems. I have done all A. O. has told me to do. I have put in the replacement kit with gasket and it worked for four months and here I go again playing the screen-clean and relight game. I am getting real tired of this. A. O. Smith, get your act together or I may sue you myself.

The problem with A.O. Smith ProMax gas hot water heaters and the pilot going out and not being able to be re-lit/stay lit is because consumers, and obviously some professional plumbers, don't know how to maintain the intake screen that is on the bottom of the ProMax units. Due to federal regulations the combustion area of all gas water heaters has to be closed chamber (so that people are less likely to die). That way if the pilot goes out, the gas is sucked up the exhaust and out of your house instead of drifting around at floor level and blowing your home up like on the old open-bottom models. This leaves one area and one area only for air to get into the closed combustion chamber and it is on the very bottom of the unit with a screen on it.

You have to keep this screen clean. You can get a pack of micro vacuum attachments on eBay or at Home Depot to reach that screen with your standard old vacuum cleaner. Every plumber ought to know to do this. After I figured this out, then I've had zero issues with my ProMax staying lit. I turn my gas off and clean mine twice a year, light it back up, and the preventative maintenance does the rest. If you have a lot of lint, hair, or floating stuff, you may have to do it more often but this is what works. A.O. Smith should have made it easier, but it is what it is. As far as the leaks, I've not had to deal with that. Yet.

We have had multiple service calls for our AO Smith water heater. The pilot light goes out at least once a day. We have had pretty much all components replaced and the next day it goes out again. This is a major inconvenience and also probably increases the risk of explosion since most people don't have to relight their water heaters daily. It's totally unacceptable. We have a Bradford White water heater as well in the other part of our house and have never had a single problem with that. This AO Smith is a royal piece of junk.

I had to replace the water heater on December 22, 2011. It cost me $3,000. The installation contractor was awesome and he stayed very late trying to get the thing installed (I'd leave no stars if you'd let me. This has been the most frustrating experience I have ever had as a homeowner). Today, December 26th, I have no hot water. The stupid thing broke. My installation guy has been trying to find parts to replace it but if he can't get parts tonight (it's now 8 pm), we won't get parts from AO Smith until Friday which means we will be without how water for a total of 3 day. I have left a message with AO Smith and hope they contact me otherwise I will seek damages.

I am a home remodeler, builder, and have my own business. In 24 years in business and having installed more than 500 water heaters, I never had experienced problems like I have with an AO Smith 75 gallon direct vent. The unit would not stay lit. I called AO Smith customer service and the rep called a service tech. He came out and said the water heater was junk, took it out, and installed a Bradford White. Then, the supplier would not accept a return on this $1200 water heater which sits in my shop. In my experience, AO Smith water heaters are total junk and I do not recommend this useless product.

I am very dissatisfied with the A.O. Smith water heater. I too have had to replace the complete control unit because the pilot light wouldn't stay lit. I live in a small town and the local plumber was on the phone with them for hours trying to figure out what was wrong. I was lucky that the part was still on warranty but had to pay the plumber. I'll never buy another and sure wouldn't recommend this brand. It's not 6 months later and I'm having the same problem.

Pilot light won't stay lit. It's costing us a fortune to get it relit, cleaned, etc. We have tried everything the plumber says to do. I don't know what else to do. I can't afford to replace the unit. A.O Smith should be willing to replace all these defective units at their own cost. I will never buy another.

Our goal is to provide the aquatics lab with a continual flow of hot water at a temperature range between 110 and 130 degrees F These heaters have been in service for 4-1/2 years and we have had to replace the elements at least every six months and on some occasions every month. I am not sure what material the original elements were made of but when we ordered replacements we were told to use incoloy.

About 6 weeks ago I called your technical support office and explained our situation, and was told we should be using stainless steel elements. We then ordered 6 stainless steel elements and replaced them in one of our heaters to see if this would solve our problem. And at the suggestion of our electricians, installed a timer that only allowed the elements to come on and off in five minute cycles. This resulted in the stainless steel elements only lasting four weeks. We have done everything short of begging A.O.Smith to send one of their tech support/engineers to help identify what is causing these elements to fail but get no support. The two water heaters we have require 6 elements and we are having to replace them about every 4 months at over $600.00 apiece. Can somebody please help?

For two days now, my 5-year old ProMax's pilot light keeps going out. After reading all the other postings, I'm thinking I might just replace the entire hot water heater. Thank you all for your posts! Hey, A.O. Smith, care to chime in here? Perhaps free replacement parts are in order before a class-action lawsuit is filed.

I had a A.O. Smith gas hot water heater installed four days ago. The next day, it was leaking water all around the base about 12 inches out. The plumber seemed shocked, but gladly replaced it with the same unit (GVC 50 300). Well, after yesterday's new installation, we woke up to another leaking unit. That's it, I will request a different brand. Has anyone had this issue? We haven't had it long enough to wait for a pilot light problem, but I'm definitely changing brands. (I had Sears before and it did actually last 12 years before we encountered a problem).

I am a plumber here in Austin, TX. I did a change-out with a 40 gal. elec. Two days later, I get a call from the homeowner that there was no hot water. I called tech support, I had voltage meter in hand, ohm out, and the voltage was correct. He told me to change out bottom element and after driving 30 miles, I got the correct element. I had it replaced, and hot water was working fine. However, two days later, there was no hot water again. I changed the heater with a new one by G.E. at my expense.

I pulled out the elements and couldn't believe the top element had a hole in it, the size of a quarter where it had obviously had arced for some time. The amazing thing is it did not trip the breaker on the heater or the customer's box. It was in a mobile home and could have had devastating results!!! I have never written a review in my life, but I am certain this heater is a very dangerous heater with a potential of causing fire. The thing people don't understand is the cost that is passed on to the consumer as well as the company. I still have this heater stored and want some answers.

I have had nothing but problems keeping the pilot lit. I took out the burner, cleaned out burner area, blew air through the tubes for the pilot and disk cleaned air chamber. Got any other ideas?

This is about a A.O. Smith GPVR 50 101 Pro max. I installed itl in 2007, had it serviced twice. The first time was in 2008, a fume sensor for $180. It was 5 days without hot water. The 2nd time was in 12/2011, for the fume sensor & valve control; it's 3 weeks with no hot because the valve was on back order and costs $489. I decided to cancel the order and replace this unit with a standing pilot water heater from Sears Kenmore for $429. The aggravation was not worth it . I am very dissatisfied with the brand and will not purchase this brand ever again.

AO Smith Pro Max Plus Model No GPVR 50 101 Built 2/21/07 Installed in a new cabin we were building in about 2008. Worked for a couple of years.

2. I don't understand why this company doesn't take responsibility and fix this problem.

My hot water heater Pro Max 30 was installed in 2004. After a couple of years, I had to replace the thermocouple. It worked for four years. I replaced it again in August 2011, but it wouldn't stay lit. It's driving my wife nuts. There was never any hot water. I always have to be careful to see if I have hot water, before trying to take a shower. The plumber wanted to install a Bradford White in 2004. I insisted on AO Smith. They have a terrible problem with this unit, and the explosion safety value, and thermocouple unit. They are not the same AO Smith like the old times. No more AO Smith products for me. Recall is needed now.

I had an AO Smith gas water heater (model GCV 30 100) installed less than 2 years ago. I am experiencing the exact same problem: pilot light won't stay lit. I have paid for two service calls to have it trouble shot and was told by the last plumber that AO Smith has created a 200 series and a 300 series in those two years in an attempt to correct a faulty product.

If everyone is aware of this, why is this company still in business? They seem to be hiding behind the fact that they built their first water heater in 1932, an illusion that by now they should have gotten it right! Obviously, it has just been 80 years of putting out a bad product. Is there a class action lawsuit? This company should be made to replace a faulty product or be shut down!

I purchased ProMax GCV 40-gallon water heater in Oct. 2007. No problems until around June 2011, and then the same as everyone seems to have, the pilot would not stay lit, going out occasionally. I cleaned the air screen and vacuumed out the unit but the problem got progressively worse, to where it would usually go out multiple times daily. After reading the comments here, it seemed that paying a plumber was going to be throwing money away. I removed the pilot light assembly and burner assembly to clean the inside of the unit and noticed a build up on the thermocouple. I cleaned it with a light grade sandpaper and reassembled the unit. Knock on wood, the pilot has not gone out since! I would never buy another AO Smith product.

We purchased a A.O. Smith Water heater in October 2007. We have had issues with it for the past three years now. We currently have been without a working water heater for 10 weeks! I am waiting yet again for A.O. Smith's parts to arrive--the same parts that they replaced last year. They will only send one part at a time! We have spent $350.00 in plumber fees, and cannot get the pilot light to stay lit. We get about 10 minutes of hot water before the pilot light goes out. Dissatisfied would be an understatement!

We bought the unit in 1993 an we experienced that the polite light would not light and the unit would try to relight a number of times. We spent about $600 in parts and service calls. We replaced the control box, the igniter, and all of the other things they thought that was causing the problem.

I have the same problem everyone else is having. My pilot light won't stay lit. I have a plumber coming to repair it now. I'm so annoyed! I have to pay 200 bucks to get it repaired.

Purchased eight 40 hot water tanks. The pilots will not stay lit. Had contractors clean the units with little success. A.O. Smith said that they needed a repair kit. I paid to have the repair kits installed. It replaced all of the parts except the tank itself. Still have the problem. I have had to scrap two of the tanks. These tanks are defective! I will never buy an another A.O Smith product.

The pilot light would stay lit. It cost me $172 to replace the assembly and according to the plumber, they are having lots of complaints on these water heaters for the same reason.

I have been going around in circles with many people, up and down the AO Smith supply chain regarding a water heater Model No. GPSX50 100 Serial No. A05A091262 for more than a month now. This unit has had several issues and repairs over the last 5 years, with 4 service calls. I want this unit replaced with one that will actually work. There is a lot of information regarding this unit on how much it breaks down, how bad the support is, and the fact that I have 4 neighbors that have/had the same unit. Its either a bad design, or incredibly unreliable.

AO Smith needs to take responsibility for its product.

Poor service, poor supply chain response, and I still have a defective unit that works intermittmently.

AO Smith will never be on my list of recommended products if I don't see positive action over the next day.

Clean the air intake and the pilot light will stay on. Look through the air intake slots on the very bottom of the water heater and use a flashlight. The screen gets filled with dust and no air will go to the combustion chamber. No air, no fire.

The pilot light goes off frequently, after light up several times, it won't stay.

I have a new Promax water heater installed after the old one went bad after 5 years! Now after 2 years, it won't stay lit. I have read all the reviews, which I should have done before. I purchased the water heater and realize that the Promax O'Smith water heater is simply a bad water heater - poorly made. Stay away from this company! I wonder how they are able to get away with consistently making such a bad product.

I had an A.O. Smith Gas Water Heater installed 10/2010 and the pilot light keeps going out! After reading all the others having the same problem, I might bite the bullet and just pay to have a different brand installed! I don't want to live like this! I think A.O. Smith should give a refund to anyone who is not satisfied with their product! What kind of business practice is this? My model number is GNR 50 100. It's already 10/22/2011 and I'm still in the middle of this mess.

This electric 48 gallon water heater was purchased in April 2004. This past week, it started to leak with a badly welded knob on front of the unit. It saturated my carpet, and I had to replace it. It is barely off of warranty, and I never expected something like this to happen. Eventually, I had to purchase a new unit for over $700 and I don't know what to do about my ruined carpet in the hallway.

I have an A. O. Smith propane water heater. It's three years old. The pilot light would go out. I thought it was the thermocouple. The closed combustion chamber is a problem when it cannot get air. There are 3 or 4 vents on the bottom. And there is a screen like a screen door. This has to be cleaned so the burner has air. I think it is as simple as that. I cleaned mine and it has been running ever since. Get a flashlight and look.

As with all the other complaints listed here, my warranty expired in July 2011. It's now Oct 2011 and pilot light continually goes out. The pilot/thermocouple by itself can't be replaced as the unit is an assembly. My water heater is model no. GCV50-100

Our A.O. Smith Promax Water Heater was replaced 6 years ago and it is in need of being replaced again. The pilot light has gone bad and will not stay lit. I am told by my plumber that these heaters are defective and do not last. I have had three houses and never had a water heater fail, much less one that is only 6 years old. The average cost per year of an A.O. Smith water heater is extremely high. I will get another brand.

Being a plumber for 13 years, I can honestly confirm almost all the previous complaints. When A.O. Smith started using closed combustion on their heaters, I would have at least 3 return calls of the pilot going out on more than half of the heaters I installed. In my own house I installed a GCV-50 300 Series and gets the same issue.

The flimsy pilot assembly is to blame. For me, the pilot seems weak and the assembly is a lot less sturdy than earlier models. The thermocouple has a soldered link that works as a thermal safety. The idea was good but that soldered connection must cause poor continuity to the gas valve. Gas valve doesn't sense the signal from the thermocouple and shut off the pilot gas, well you all know the rest. I simply save multiple return visits and just remove the factory set thermocouple and put in a normal thermocouple. I do away with the sealed combustion cover and leave it atmospheric just like all the previous models were, and the problem is solved.

So if you are buying a water heater, I still recommend A.O. Smith but pass on the closed combustion ones and go for the atmospheric models. Save yourself the headaches.

We, too, have had issues with the A.O. Smith water heater. We purchased one on 3/12/04. On 3/21/06, we had to have it repaired, but after 6 months, it went out completely. We thought perhaps we had gotten a defective one, so we stayed with that brand and put a new one in on 10/5/06. On 1/7/09, we had to replace it again.

I didn't want another A.O. Smith, but our plumber said that they had corrected some of the issues consumers had, and he thought it would be ok. We agreed. Needless to say, on 9/23/11, it, too, went out. On all of these, we had the same problem - the pilot went out and would not relight. The only thing A.O. Smith would do is replace the water heater, but we had to pay for the installation or repairs. This is a total ripoff. They do not stand behind their product. I'm glad to see that we are not the only ones who have had problems with this brand. If there is no class action suit against this company, there ought to be!

I am the unlucky owner of an A.O. Smith Model S. We have had trouble with the pilot light going out!

My husband and I replaced the water heater that was in our house for 4 years, with an A.O. Smith ProMax. Not even six months after we got it, we began to have problems with it staying lit. We had to get up hours earlier to lit it to have hot water. We then called the plumber back which had installed it and he replaced the water heater and not even six months later the same thing happened, it would not stay lit. I then called A.O Smith who said that they could send me the parts that were under warranty, but I would have to pay $50.00 to have it shipped. So my husband and I decided to get the parts from somewhere else and still, the pilot would not lit. So we still have no hot water! I just think that it is not right for this company to get away with doing this to so many people. If there is a class action lawsuit, count us in!

We purchased a new home in 2008 with a water heater installed (A.O. Smith ProMax GCV 50 100). The pilot light began going out every once in a while and I would have to relight it. The problem became much worse a month ago. The pilot light would not stay lit. I had to relight it six times a day. The plumber replaced the entire burner system including the thermo couple ($220) because he said that it was the only way to fix the problem with an A.O. Smith sealed combustion water heater.

Ten minutes after the plumber left, the pilot light went out again because of the same problem--it won't stay lit. I have to light it before bed and again early in the morning just so we can have warm water. There are hundreds of comments on this site from people having the exact same problem. A.O. Smith has not helped any of them. What can I do to keep this pilot light from going out? I have cleaned the flame arrestor air screen with a home-made vacuum attachment (the only way to get at this center air screen). The production date of the unit is stamped as 7-11-07 (not very lucky!).

The plumber told me that it only had a one year warranty except for the tank which is six years. Is that true? I am going to call A.O. Smith now but according to the 200 previous posts, they are rude and not much help. I won't anticipate that I will have much better results.

This 10-year warrantied A.O. Smith Water Heater has been a disappointment. It developed a slow leak and after 2.5 years of use, it has to be replaced. The total cost the 1st time was $1750.00 and now it is going to be $850.00 for labor, since the tank has to be replaced free. The first A.O. Smith tank I had lasted 5 years and 3 months. It had a warranty of 5 years.

Service people kept on recommending this brand but I think it is a poor quality product after reading all the complaints online.

I also have a A. O. Smith piece of junk hot water tank. It is only 1 year old. The pilot light won't light. I have had nothing but trouble with it since having it installed 1 year ago. I'm hoping for a class action lawsuit. This is the very reason why there are class action lawsuits, companies that continue to rip people off.

I have an A. O. Smith gas water heater. After the hurricane Irene, the gas company visited since the pilot light was not lit. I am told that I have to throw away the unit 50-gallon new as its ceramic plate got wet and cannot be replaced.

I am a ceramic engineer and I understand what these plates do. They are useful, but it is not wise engineering if the whole unit is thrown away when one ceramic insert got wet.

Is there a lawyer who is interested in a class action suit? I see on this site that there are many other similar complaints.

The gas valve which controls the pilot light went out on our brand new A.O. Smith hot water heater after two weeks. When my father (he purchased it as a house warming gift for my husband and I) contacted A.O. Smith, he was told by them that "it worked for two weeks," implying that we did something wrong to have it malfunction after two weeks. All we did was have it installed and light the pilot. My father was told that the shipping for the part was going to be $10.

However, when I called to give them the card information, they told me that the $10 was for ground and they could not verify when we would receive the part (so, I'd have to be without hot water for a while). I had to pay $50 to have it shipped to me within five days, which is ridiculous. I reported them to the Better Business Bureau and they replied that their warranty states that the consumer is responsible for the shipping of replacement parts. I could understand this if it had been two years but it was only two weeks!

And when I argued with the extremely rude customer service lady, she said that if they ship out of their warehouse directly, they wouldn't charge us for the part. But because they use UPS, they have to send the charges our way. She then said to me that I could just pay for the part outright which would be $250 to which I replied that I would just go buy a brand new hot water heater that was not an A.O. Smith product.

There is no help. The pilot goes out every other day.

Same as everyone else--pilot won't light on six-year-old GVC 50 100, faced with expensive replacement. Please, someone let us know if there's a class action suit impending.

I have a 4 year old hot water heater. Every year, the heating unit goes out and, under warranty, they replace the part but I pay for the labor. It just went out the 4th time and I know that after I pay labor for the 4th burner to be replaced, in 6 to 8 months I'll be doing it again.

I purchased a new water heater on September 5, 2007. The water heater pilot light will not stay lit. I have had it cleaned and several service calls on it during the time I have had it.

I was charged $78.50 service charge each time I have to have it re-lit. This was professionally installed by New Boston Service Co. LLC. This water heater was obviously defective when installed. I would like to get reimbursed from A. O. Smith Corporation.

As I am doing more research, I found that I am not alone in the problems I am having with my water heater. Apparently others are having the same problem keeping their water heater pilot lit.

I have a A O Smith hot water heater in one year it leaks and the tanks rusted out i never seen a company not warranty or stand by there product i talk to the manufacture they basically told me where to go i would not recommend anyone to this company no customer care at all.

My complaint is the same as the other 200+. The water heater will not stay lit even though every part was replaced. They just replaced the entire water heater today (the last one was only three years old with numerous problems). It cost me $500 so far in labor charges. The company refuses to pay for this and is looking for any reason to blame me, as the consumer, for it not operating. I wish I had read these complaints before purchasing from AO Smith. This is a lesson well learned. I would love to band together to form a class action law suit. This company should not be allowed to get away with this complete and utter negligence!

OK, i have read a years worth of complaints, and I have had Problems with My AO Smith 38 natural Gas Sealed Water Heater for about 6 Months Now. It was Manufactured in 2005, June 6, to be.EXACT (OUT OF WARRANTY AS OF THAT DATE !) I have the Problem that the pilot will extinguish and can then be lit again. I had read the manufacturer literature and noted the part about cleaning the Screen filter (if actually installed by the Contractor, NOT INSTALLED). So i attempted to clean the round screen (located on bottom of the combustion chamber).

This is a lot harder than it sounds, as it is not just a screen but also a flame arrestor (it did not find this out until yesterday). So it is after about 16+ attemps (over 6 months, 10 of them in the last month) to get to this screen (some of them comical) I THINK I FIGURED IT OUT. Any standard vacuum attachment (THE LONG SKINNY ONE) will not reach, and in order to do this right you need a Flash light, an old card board box, a roll of masking tape, a razor knife and a strait edge. SOUNDS COMPLICATED but it is really not. What you are going to do is make an extension for your vacuum attachment. This going to end up looking like 8" MIN X 1-1/2" X 3/4" Box. The Smaller Dims are just slightly bigger than the end of the vacuum attachment Nozzle, so after you make this thing i just slips over the end (that you will tape tightly) after you are done making it.

On the Closed end (but on the 1-1/2" Face, you will need a small hole 1-1/4" X 1/2" Approx. This is so that when you stick your new extension in the slot the hole Now faces the Screen, and can actually pull dust thru and into your vacuum cleaner. I had ALSO used small brushes on the end of a paint stir stick (held on with masking tape) and that only pushed the dust and dirt around. SO TAKE your time, and Feel around the entire screen with the extension (make sure you have a new bag and a strong suction). I had made other previous attempts, but i now looks like i got it !!!! It took about 20 Minutes of EXTRA Vacuum effort, I also drained the water heater (to get rid of any sediment).

So, after all this it looks like A LARGE AMOUNT of these Pilot light Problems are just that this screen/arrestor MUST BE CLEANED every 3 to 6 months. I have taken a lot of S(*&^ from the significant other because all the cold showers. SO if after you have cleaned this Thing A couple of times, you should be able to light the pilot, AND HAVE IT STAY LIT !!!! IF NOT IT MAY BE SOMETHING ELSE ! SOO..... BAD DESIGN TO START WITH, And not enough information about cleaning this thing (OR HOW TO) from AO , AND FORGET ABOUT HIRING A CONTRACTOR TO DO THIS FOR YOU, as they are going to charge you an arm and a leg and find something else wrong with it and it may not fix the problem. Jim T

3 years ago, I spent weeks having various parts replaced (at my cost) on a 65,000 BTU gas water heater in my 3-year old home. Finally, the plumbing firm convinced the manufacturer to replace the entire unit. Now, 3 years later, the identical situation is happening. Now, AO Smith is indicating the unit (although only 3 years old) is no longer under warranty since the original warranty applies to the "bad" unit replaced 3 years ago; and the clock continued to tick. They actually had the gall to say that 'they would go broke if they had to replace under warranty a unit every 3 years'. I guess it's okay for me to "go broke" instead?

Purchased a brand new PowerVent Water Heater with 6-year warranty. Had the water heater installed, it worked for half a day then stopped working. Had warranty plumber come out and they said it was the burner, so part was ordered/shipped free of charge. That was not the problem, so another plumber thought it was the controller - part was ordered and they wanted to charge me $50 for it to be shipped overnight.

Just for the principal, I had it shipped FedEx Ground for $10 because shipping on warranty parts is not covered...its going on three weeks and I still do not have hot water! Paid $1100 for the water heater, I am VERY dissatisfied with the company customer service, warranty and the product!

In 2005, we built our house and contracted Port Orchard Plumbing for all our plumbing needs for the house. They chose to install an A.O. Smith Pro Max water heater. The problem started with the water heater about a year or less after we moved in. I called Port Orchard Plumbing to come out to fix it. The problem was that the pilot light kept going out; sometimes it would go months without a problem and then it would start to malfunction, and the pilot would not stay lit. You would have to get up extra early to light it; sometimes three or more times in order to get a hot shower. After many calls to Port Orchard Plumbing, they got fed up. They told me I had to call A.O. Smith myself to take care of the problem. I called A.O. Smith and they sent a part out. I had Port Orchard Plumbing come out and install it.

I was told by the plumber who installed the part that it pretty much rebuilt the water heater, and I should have no more problems. But that was not the case because about six or seven months later, the problem started again and the pilot would not stay lit. And for six years now, we have had problems with the heater. I finally gave in and now I bought a water heater from Sears. I had to spend $1,000.00 for a new water heater and to have it installed. A.O. Smith makes a bad product. They should not be allowed to continue selling this piece of junk. I do not think it is too much to ask that an appliance that you have purchased does the job that it was made for, unless of course you buy it from A.O. Smith.

The pilot light goes out on this water heater regularly. The unit was purchased in 2007, and the pilot light has gone out on it about 15-20 times in the past 3.5 years. The other 200+ complaints below sound much like my experiences. I want you to ask your self something. It's not personal; this is just business.... How many times in the past 3.5 years did you wake up to a cold shower? Most everyone I talk to says they have not taken a cold shower in 3.5 years, and believe me, you will remember it if you do!

When we moved in five years ago, we had an A.O hot water heater in the house. It stopped working so we had a plumber come out, did all kinds of checks on the heater, could not get the pilot to light. I called A.O Smith and they replaced it with a new one.

Two months after they installed it, pilot light went out. I had to relight it over and over again many times just to get our baths. It goes out after every shower or bath. I called them and they said you have to open it up and vacuum out dust. There was no dust present. Months ago, we called them and they sent out a new pilot light assembly work for a month then started going out again. I am back to lighting it six to seven times a day. They said I have to call a plumber because it has been less than a year since we got new pilot assembly. You call a plumber out six or seven times a year at $100 each time just to hear we can't fix it. It's a junk-designed pilot light igniter. We are getting screwed and they're making money off of it just like our government does to us.

I built my house in 2000. The local company, McGee Plumbing, which plumbed the whole house, put in the gas water heater. It was made by A O Smith. It lasted ten years before it began leaking. It was replaced with another, same model. Now here it is not quite 3 years and the tank has also burst. We can only get a replacement of the same model. I am now 86 years old. I really don't want to have to deal with this. But did I read someone write about a class action lawsuit? Count me in.

I had four of their water heaters installed seven years ago at my rental property and what a nightmare. Within the first year, I had to change one completely out because it would not stay lit. Then within five years, I could not keep a second one lit and had it worked on twice within the last two years and finally replaced it. I just recently replaced a third one because it will not stay lit.

I realized that the warranty period was only six years, but the heaters I replaced were 18 years old with no trouble. I replaced them in order to prevent future problems but I only created problems by buying A.O. Smith "Junk." I called their company to complain, but they could care less.

This water heater is only four years old yet the pilot will not stay lit. I have called two plumbers and they each replaced parts but to no avail. Please do yourself a favor and stay away from AO Smith water heaters. They have serious engineering issues.

I had several calls to A. O. Smith and the replacement parts were sent. All movable parts have been replaced. The pilot light still goes out every 3 days (model GCV 50), still under warranty. A. O. Smith refuses to admit that there is a problem. Consumer Affairs has at least 200 complaints about this company. I would welcome all to join me in a class action suit against A. O. Smith.

I purchased an AO Gas Water Heater Pro Max, model # XCV 50 100 on 03/13/08. Within 1-1/2 year, the pilot light was not staying on and I had no hot water. I called the company, was told to have it cleaned. I call a plumber, paid him $100.00. He told me that this model was causing a lot of problems and to call the company and get a Thermocouples & RTD's and I would have to pay him to install it. I called the company, after a few attempts they send me the parts. The parts were installed in 06/08/10. It lasted on until now 04/22/11, I have the same problem. The company is telling me to get it cleaned again. That is not the problem. This unit should be on a recall with all the complaints on the same problem, I found on the computer. I would like this unit to be replaced with a new one and the company should even pay for the installation.

I have the same problem with my AO Smith water heater. We installed our new AO Smith water heater on Thursday, March 10, 2011. By Saturday, the pilot light went out and we couldn't get it to restart. I had to have a plumber come out and replaced the thermal couple. Sunday night came and the light went out again. I Called AO Smith on Monday, they sent out a technician to diagnose the problem. They ordered a new temperature valve, which didn't come in till Friday afternoon. During the week, while we were waiting for the replacement part to come in, the pilot light went out multiple times.

On Friday, March 18 the technician replaced the temperature valve. By Friday night the pilot light went out again and kept going out all weekend. There is obviously a defect. I am asking AO Smith to refund my money, and take their water heater back so I can get a different brand. They won't do it. They obviously don't stand by their product.

I purchased an A.O. Smith gas water heater in 2005. In the past ten months, I've had three separate plumbing calls, all for the same reason, pilot light would not stay lit. The two main components, the burner assembly and the outside little box with the dial and pilot ignition clicker, have all been replaced each time. Yesterday, I had the plumber over to fix again and last night after he did all the work, with the same thing but now with new parts, pilot light will not stay on.

I am totally sick of this. A.O.Smith is a piece of junk.

House was purchased in 2003. This is the fourth time in three years the pilot has gone out. Warranty expired in 2009. Last service was 4 months ago (in paid for). I have used about 5 plumbers to try to fix this heater that obviously has a defect, especially after reading all of the other complaints. On my last conversation with AO four months ago, the representative stated I was the only customer complaining about their product. It caused several days of inconvenience, cold showers and delayed chores that required hot/warm water.

I have the same problem as everyone else. I bought a new home back in 2007. Since then my A.O. Smith 50 gal hot water heater will not stay lit. I have had multiple plumbers come out and take a look at it and all say the same thing. This is so frustrating to me and my family. I was under the impression that this would be a great water heater. Wow, was I wrong. The water heater has not to this day stay lit more than one week at a time. I have had this cleaned and changed everything. I am now to the point where I am looking to buy a new hot water heaternot an A.O. Smith. I am so disappointed in this product. It caused frustration to my self and my family and resulted to constant loss of time and being late to work multiple times because of waiting for hot water.

I have the same problem as everyone else. I bought a new home back in 2007. Since then my A.O. Smith 50 gal hot water heater will not stay lit. I have had multiple plumbers come out and take a look at it and all say the same thing. This is so frustrating to me and my family. I was under the impression that this would be a great water heater. Wow, was I wrong. The water heater has not to this day stay lit more than one week at a time. I have had this cleaned and changed everything. I am now to the point I am looking to buy a new hot water heaternot an A.O. Smith. I am so disappointed in this product. It caused frustration to my self and my family and resulted to constant loss of time and being late to work multiple times related to waiting for hot water.

I moved into a brand new home in 2003 which had an A.O. Smith water heater. About 1 year later, I noticed "dirty" hot water. It looked like sand had gotten into the water line. My plumber friend said maybe it was an installation problem, but the "dirt" should wash out. About a year later, my water heater sprung a leak. I called the local carrier of A.O. Smith and they promptly replaced it, but I had to pay for the installation. Now 1 year later, and again, I have "dirty" hot water. It is even brown when it comes out of the tap! Has anyone else had this problem? I am considering replacing it with a tankless system, but this isn't that old a tank.

A.O. Smith 50 gallon water heater pilot light won't stay lit. This heater is junk. I bought this junk 2-1/2 years ago. Now I much get the flame arrester cleaned every month and then buy a new flame arrester when I can no longer clean this one. This is a company design flaw, and as far as I am concerned, it should be recalled and replaced at no cost to the consumer. Now I have to buy a new water heater, and eat this one. All my friends and people I know well, be informed about this product and guarantee they wont sell many of there products here. I'm a very disappointed consumer.

I ran across this site looking for the specifications on the unit and was shocked to see all the issues there have been. I will update if I get stuck with the bill. I had an A.O. Smith Model GVC 40 100 build date of 7/2006 that my church installed for me near the same time. The other day I heard running water coming from my basement. I went down to check to see what was going on and found the corner of my basement in 2 to 3 inches of water. The water was gushing out of the top of the water heater by the flu. I contacted an A.O. Smith authorized service company. They said that the tank was bad, but because of the date it was installed, they gave me a new unit model GVC 40 200 (having to install it myself). They are holding my credit card until A.O. Smith reimburses them. If they don't, I eat the bill. I have my fingers crossed as I have been out of work since November 2009 and I really can't afford to pay for it. I'll update if I get stuck with the bill.

We have had 4 A.O. Smith water heaters in the past 6 six years. You read that correctly, 4 in the last 6 years! We purchased a brand new home with 2 40 gallon State Water heaters installed. The first one failed 2 years after we moved in, they replaced it with another one, the second original water heater failed, 2 years later.

Just this year, the first replacement failed, that is 2 years since it was installed. I will say that AO Smith covered my first deductible, they did not cover the second deductible, they pro-rated the amount and I refused to have them replace. The 3rd unit with another AO Smith product. Each time a water heater failed, the basement would flood. The amount of disruption in our lives and time invested to clean-up was huge. We proactively replace the 4th unit with a different brand.

We called AO Smith and they would only replace the failed with the same poor quality unit that was there. How this company stays in business is beyond me. Imagine if they built airplanes or cars. The carnage left behind would be incredible. All I wanted was the cost of the clean-up and replacement cost for a reliable water heater. They have refused so far. I have been telling everyone I know never to purchase AO Smith products and if they have AO Smith products they might want to consider replacing them.

My A.O Smith Promax GCV 50 100 will not stay lit. The unit is only 4 years old. I am currently looking into the manufacturer's warranty for replace and repair. However, after reading all the issues with A O Smith products, it may be best to just purchase another unit from a different manufacturer.

I have a two-year-old A.O. Smith 75 gallon water heater and have major problems with a greenish slime or small particles building up on the hot water side. I had a plumber install a spin down filter right out of the water heater but this filter will clog up in one week. No problems with the cold water, just the hot. The hot valves on the tub get clogged, too. Any help out there? The Kinecito water representative told me A.O. Smith are notorious for this. Is the rod inside wrong or what?

I have a two-year-old A.O. Smith 75 gallon water heater and have major problems with a greenish slime or small particles building up on the hot water side. I had a plumber install a spin down filter right out of the water heater but this filter will clog up in one week. No problems with the cold water, just the hot. The hot valves on the tub get clogged, too.

Any help out there? The Kinecito water representative told me A.O. Smith are notorious for this. Is the rod inside wrong or what?

AO Smith water heaters are awful and their customer service is even worse! I had a brand new gas water heater installed to replace the previous AO Smith water heater that was still under warranty and leaking water. The brand new water heater will not stay lit from the first hour it was installed one week ago. The plumber purchased a new thermal coupler and it worked for one day. He said I needed to call the customer service department to have them send me a new gas valve and heat element.

I called the technical support number and tried to explain to the representative what was going on. She said she needed the serial number for the new heater that was recently installed. As my luck would have it, the serial number is no longer on a stamped plate. They have changed the plate to a very inexpensive clear sticker with black print. The sticker is designed to allow the serial number to smear/wipe off very easily. The new gas water heater serial number must have been touched during the installation process. I touched the clear sticker while on the phone with technical support and sure enough the words wipe off as if they used a dry erase marker.

When I explained my problem to the representative, she all but accused me of being dishonest and told me she has never heard of this before. I told her she had to be kidding because the method they tagged their tanks with the serial number was worthless since the sticker can become ruined so easily. I told her if the serial number was too important for technical support and warranty help, they should stamp the serial number in several places on the tank rather than use a transparent sticker. The representative became hostile and told me to call a plumber to figure out why the heater will not stay lit and there is nothing she could do without the serial number. I asked her to look up my information from one week ago using my phone number, name or address, and she told me that she could not help me without the serial number on the new water heater.

Now I have a brand new water heater without a serial number. I get to call the plumber back and pay for another service charge, and if I want hot water, I have to wake up several hours prior to turn on the heater.

Thanks AO Smith for protecting yourself and leaving me high and dry. Is this how you deal with a poor quality product? I'm sure your method for tagging the tank's serial number with a sticker was a well-planned out method so that you do not have to provide service to the customer. Especially, when your entire technical support database can only help consumers if they have a serial number.

I have called several plumbers in the area to see if they can help and they said AO Smith used to be a decent water heater but now they are some if not the worse water heaters due to taking the manufacturing and assembly process to Mexico. I will make sure I tell everyone I know to not use or purchase a AO Smith water heater!

Like so many other people, I, too, am having problems with my water heater. Just like the rest, the pilot light keeps going out. It started around August 2010. At first it was about once in two weeks. It has become much more frequent, sometimes daily or every couple of days and sometimes shortly after you lite it.

I have a new home built in 2008 that has an A.O. Smith Promax water heater. We have had problems with this water heater since the first year with the pilot constantly going out. We, like most of what I have read from everyone here, had to light the pilot daily only to find by night no hot water again.

I called the company who basically blew me off to a local plumber after having the gas company come out and tell me it was a defect in the water heater itself. Plumber came out and found that there was leak in the bottom and the thermocouple was bad. Thank goodness it had a leak so it was replaced with a new one; however, it still cost me $280 to have it installed.

I have been told by the plumber that this is a very usual situation with this manufacturer's product and the problems they get are all about the same. Since a new water heater is far more costly than the repair, I could only replace it with the same manufactured **. I have started a new water heater fund to get this ** out of my house a.s.a.p. I am so shocked to see my story repeated over and over by other people and I can't believe nothing has been done. Is there a class action suit against this company? If so, I want in! This is so not right! New home, all new appliances but costly repair on a junk water heater after 2 years!

I bought new central air/furnace/hot water tank (A. O. Smith Promax 50) in august 2008. Around may of this year I woke up for work no hot water! Called the gas company payment not late? Called the installers they came out to look at it told me the burner assembly went out! I ordered a new one the installer told me it was from China and that these don't really work but sir you are only under a 2 year warrantee on parts and labor and you will have to pay for the service call!

Then I called the owner and he told me no he would take care of it! And they did now 6 months later the thing won't even stay lit when I light the pilot! It lights up starts to burn with a blue flame then turns orange and goes out. Well they are on their way out here on Friday to see what the deal is and told me they would make it right! Well I hope someone goes after A. O. Smith regarding this problem! I don't believe my furnace company should be out a bunch of money too. They have gone above and beyond to make it right and it must be costing them a ton of money to fix these problems!

I have had the same problem all the other A.O. Smith water heater purchasers have had. Although, I purchased mine around 8 years ago but have had to deal with the pilot going out constantly. I just have not had the money to buy a new one. It started malfunctioning within two years of buying it but the installers went out of business so I didn't think I had any recourse which apparently I didn't anyway according to the other comments on here.

I will have to buy a new water heater before I should have had to. I rent the house out now where the water heater is and the renters don't want to put up with the hassles that I did when I lived there.

Model f6v40 100, built 10/29/04. The pilot light will not stay lit. I had replaced 2 time the total burner assembly plus the gas valve. I have had numerous service calls for the pilot light going out. The service people had replaced several times the thermocouple and cleaned the air screen yet the pilot light still continued to go out. The last time all replaceable parts were replaced was 8/20/2010 and at that time with the service person still there, the pilot went out 3 times. I had called a o smith several times and all I was told was there is no problem and all I need to do is clean the flame arrestor or filter screen. On 8/21/2010, I replaced this unsafe defective product with a different brand and my pilot light has not gone out again. There must be a recall and class action suit against this company before there is injury to someone or something.

My Family and i own an A.O. Smith Promax water heater. There have been numerous problems with this inferior product. Barely used for two years, this heater is constantly causing me trouble. The light will not stay lit underneath the heater. It is so frustrating. Many times I have to wake up extra early before I go to work just to turn the heater on (sometimes 3 or 4 in the morning). I have small children and a rather large family and showering under cold water will not do.

The instances where I have not had time to go down and fix the heater have led me to take cold showers and caused me to be more vulnerable to colds/flu. This is ridiculous. A.O. Smith is collecting money from everyone and presenting this piece of garbage. It is about time they replace this issue, Or we all need to stand together and file a lawsuit. I am also deeply concerned that this might lead to some type of leak in my house. If a gas explosion occurs in my house, will A.O Smith come to my rescue? I am a very worried customer that needs answers right away. They need to see that everyone is complaining about this product and they need to do something about it immediately.

I have a very similar story with almost everyone here. Moved in our new house that had a 2 year old A.O.Smith Promax water heater. Never think about it because it looks brand new. Nightmare started about few months later. The light won't stay lit underneath the heater. No help from A.O.Smith. The guy picked the service call basically said it is my liability to maintain it 'every six months,' which is not covered by warranty. I had to light it up every single time when I need the hot water. It stays lit for about 30 minutes and then out. I am ready to file a law suit with anyone here that is willing to take this step. A.O.Smith can't produce a junk like this and get away with the warranty liability.

It is about time that A. O. Smith is made to pay for the inferior product that they are selling to the public. I have no complaint with my plumber who installed this junk, but I have a problem with the A. O. Smith company. The plumber had replaced all the parts, except the tank and still, the pilot light will not stay lit. After talking to the factory rep, the plumber was told they are not having a problem. They better read this website to find out what people are saying about their product. I would be willing to help any lawyer in filing a class action lawsuit to make things right for all the people. A. O. Smith has stuck with an inferior water heater.

I have an AO Smith Promax. What a piece of junk! I light the pilot every other day in the spring, fall, summer, and winter with no issues. I was going to attempt to contact them. But after reading everyone else's comments, it would be a waste of time. Never again!

I recently had a new electric hot water heater installed. There was a strong smell of rotten eggs from the water and I found out this is due to the fact that the "impurity collection rod" was made of magnesium. It cost me $75.00 to have this rod changed to an aluminum one. I called A.O.Smith customer service and explained my problem and was told I should have "Special Ordered" one with an aluminum rod. When I asked who I was speaking to, they hung up on me.

This is the second AO smith gas water heater we have had installed. The units after awhile started to develop corrosion on the top of the units around the water lines and the vent stack. The first unit was replaced because of this, but we still had to stand the cost of the plumber for installation. This unit is now doing the same thing and I am sure will require replacement. Does anyone else have or had this issue with these units?

In 2006, I purchased a new water heater through a local firm and had it installed. The pilot would not stay lit. In 2009, the local firm (Armstrong Plumbing) replaced the burning pan, telling me that the part was covered by warranty but that the labor would be $115. Now, 18 months later, the water heater pilot doesn't stay lit. This appears to be a full employment for plumbers unit. Throughout my life experience water heaters stay lit. This unit now must be relighted every morning.

I have an Smith Water heater and I am also having a problem with the pilot light. Every day I have to light the water heater. It's a pain. You would think the company would recognize the problem and help people out with their inferior products.

I purchased the unit on 08/23/10 and paid for the unit to be installed only to find out the pilot light wasn't working. I called the company and they said the part will be mailed. Today is 08/27/10 and as of yet I still have no hot water. I asked for the unit to be replaced and unless the unit is leaking, they will not replace it. There's no hot water and I'm taking in cold water. Now I have a cold.

My water heater is only 4 years old and I am having the same problem as every other complaint I have read. My pilot light keeps going out. This is ridiculous, after only 4 years having this problem is unacceptable. The company A.O. Smith needs to do a recall and make better products.

My complaint is against A.O. Smith Water Heater Co. We completed building our home in May of 2005 in Port Orchard, WA and Port Orchard Plumbing installed a A.O. Smith ProMax Water Heater. During the very first winter that we were there, the pilot light on the heater went out repeatedly; you would get up in the morning to shower and the water would be cold. I had Port Orchard Plumbing out several times to fix the heater, and it would keep happening. Being fed up with having to call the plumbing place over and over, I just gave in and began to light the ** thing myself. It would go out every few days and I would have to light it over and over. Sometimes, it would be lit for a week or two but then it would start acting up again. This has gone on for the last five years.

In 2009, Port Orchard Plumbing told me that I would have to contact A.O. Smith myself. I think that they were as frustrated as me. So I called A.O. Smith and they said that the heater was still under warranty so Port Orchard Plumbing installed a new part and they said it was almost a rebuilt water heater now. We didn't have any problems after that until last week, and the problem is back--the pilot will not stay lit. I contacted A.O. Smith and they said that my warranty was up this July and now it is August. I told the employee in customer support at A.O. Smith (Robert #**) that is was an ongoing problem, not a new one, and I have had this same problem for the last five years. He just told me that there is nothing they can do.

I am so frustrated with this piece of malfunctioning junk. I think that when companies sell products, those who do not work properly, they should be forced to back them up and replace them or find out what the true problem is and fix it once and for all.

I purchased my hot water heater in 2003. Now although this was 7 years ago, I have been having problems with it since 2006. My problem is that every 6 months I don't have hot water. My original complaint was still under warranty, so they sent me a new filter. What no one told me when it was purchased was that it needs to be maintained about every 6 months by cleaning out the filter. There is actually a video on-line with directions on how to do the cleaning. The problem is that my recent incident, on July 2010, I followed the directions and still no hot water and, of course, I am no longer covered under any warranty.

I had to hire someone to come in with a compressed air machine and take about the whole area around the pilot and the filter, blow out the dust or whatever it is that is causing the problem and then, voila, hot water again. When I spoke to the company, they claimed that an air compressor wasn't necessary, just use an old toilet brush. This does not work! I am a single woman who can't afford to constantly pay someone to get me hot water. The next time this happens I will be forced to purchase a new heater and it won't be from AO Smith!

A.O. Smith has a six-year warranty on their water heaters. I called the company and notified them that my water heater cracked. They asked for the serial number of the unit and then said it expired 15 days before my call. I told them that we did not move into the house until May 2007. The water heater should be good for 6 years from the date of install. They asked for proof that I moved in when I did. So I provided them tax records showing address change and mortgage interest. They waited three days and then said it was not the paperwork they needed. So then I gave them a copy of the deed. They accepted that, but now I am being told that in order for them to honor the warrantee, I have to remove the tank myself haul it to the warehouse 20 miles away so they can look at it and then I may get a new one of equal value. Haul it back and then hire a plumber to install it.

Never, never do business with A.O Smith. They sell junk and then place a warranty that is more expensive to receive than it is to simply go out and purchase another one. Shame on me for not purchasing a Rheem or Whirlpool the first time. Never again, A.O Smith. I figure I have 45 years left to make sure all my family and friends know not to purchase A.O. Smith products. I am out of $1200.

I have 2 AO Smith hot water heaters in a new house which is less than 3 years old. Last weekend, both heaters stopped working. After lighting the pilot a number of times, they continued to go out. The remedy was to take out the burners. My burners were covered with fine rust particles enough to cover the whole burner. The removal of the debris, which was considerable, solved the problem. My question is where did the debris come from and what about the future? AO Smith did not address this in their manual. It is obviously a problem as my neighbor had the same problem after two years.

After reading all of your complaints, I am still in shock! We put two of these worthless hot water tanks in our newly built home in 2001 and are now having the same problem as all of you. A friend of our family is a plumber and has already told me on the phone that he knows A.O. Smith will do nothing about it. I agree with the person that said we should do a class action law suit against this company. These units are way too expensive to be failing at the rate that they are with. Absolutely no recourse!

We purchased a new AO Smith hot water heater in July of 2007. I have had a plumber out twice to check pilot because it would never stay lit. I contacted AO Smith the first time and I had to send documentation of the parts and labor used to replace pilot assembly. A few months go by and the same thing starts to happen. I call back and they tell me to clean the filter on the bottom of the hot water heater. I am in my mid sixties and my husband has had two hip replacements and neither one of us are really capable of getting on our hands and knees all the time to check to pilot and clean this filter out. Well, when I finally got to the filter it was dusty so I cleaned it and put it back in.

A couple of months later the same thing happened. This time I left the filter off because another plumber told me that it really doesn't need to be on it and he also said that he has had nothing but complaints about AO Smith heaters. Well here we are into our 4th year and I am having the same problem again. I have to get down on my hands and knees at least twice a day to relight the pilot. It only stays lit while the burner is on and as soon as the burner shuts off the pilot goes out also. I am so frustrated with this whole situation. Do we try something else or just suck up the losses and purchase a better hot water heater. I vote for getting a new hot water heater - Not AO Smith.

The PVC tube inside the heater that distributes water (dip tube), disintegrated into small pieces and got into the entire plumbing system of my 8-year-old house with 5 bedroom and 5 bathrooms, ruining all faucets, shower heads and cartridges. The diagnosis took over a year and several plumbing appointments. It's very difficult to diagnose at first until damage is done.

We built our house about 3.5 years ago and had an A.O. Smith hot water heater installed and are starting to have the same problems with the pilot light going out and cold water in the morning. It sounds like no one has had a positive response from A.O.Smith. I will start our journey with the warranty issue today.

I have had similar unsavory results with an A.O. Smith ProMax 50 Gallon water heater. The pilot will not stay lit even after all the steps provided in their video were accomplished as directed, even using good vacuum and good compressed air. I too, have gotten little help from A.O. Smith and while their customer service team does respond, they are not world class by any means. They don't care if the problem really gets resolved. I have to light my pilot light multiple times a day and after hearing all the other horror stories about the costs people pay to repair a problem that seems to be consistent on this model, I am frustrated and unsure if spending lots of money with a "professional" is going to net any great results. I am also really unhappy with the quality of the drain spigot on the unit.

Ever since draining the unit to make sure there was no build-up, the spigot continues to drip. I have tightened it slowly over multiple times to make sure I did not overdo it. Now I am to a point it cannot really be tightened anymore without consequences and it still drips. A.O. Smith in my mind is junk stuff and cheap components. The plastic ring that goes around the spigot when touched simply disintegrated into pieces and the water heater isn't more than about 8 years old if that.

It appears that like the comments made by others that a class action suit is the only way to get these folks to wake up and solve this and other issues appropriately and take action that will result in obtaining a product that works as promised. In the mean time we continue to have cold water and dripping water experiences and hope someone finds a solution in the problem.

My water heater is less than 2 years old and the pilot keeps going out and stays unlit. I am sure this may cause a danger or even an injury. This company is making a fortune at the expense of the consumer. Only a class action lawsuit will put a stop to this company's unlawful behavior.

I had to have a new hot water heater replaced in 2004. I was told that I needed a Power Vented unit due to chimney flue problems. So fine, I have my HVAC company come out and they install a new 75-gallon power vented A.O. Smith unit. Warranty is 6 years. So the other day I let the guy in to read my water meter, and there's water on the floor of the furnace room. It's the hot water heater. I called my plumber, of course, it's out of warranty with A.O. Smith but guess what, the power vent unit was never installed correctly to begin with from the manufacturer and it's been slowly leaking and corroding the power vent unit the entire time.

I'm calling the company again tomorrow, and demanding that I speak to someone in Management. A new unit can be installed for $550, my cost. Oh and by the way, I've been unemployed since November and according to the one guy at Customer Service "Well, that's cheaper than a new water heater". Really? The warranty was up in January, had I not gone down to check the meter, I would have never known this was happening to a unit that's only 6 years old. I shouldn't have to pay to replace anything if this was done at the plant to begin with! Go with tankless heaters people. A.O. Smith will never be in my house or any of my client houses again! I have to go down to my furnace room every 2 hours or so and vacuum up the water. The heater works, except for that pesky water leaking thing! $550 to replace something that was installed incorrectly by A.O. Smith to begin with because my installer never saw there was a problem. So shame on them for not noticing, and shame on A.O. Smith for allowing a hot water unit to go out like that!

The AOSmith Promax water heater in our own house has the same problems that I have just read about. The unit shuts itself down for no apparent reason. I have had a plumber replace the thermocouple, and we still have no hot water due to the unit not running. It is only five years old.

I moved into my new home about 4 years ago, and installed in the basement is an AO Smith ProMax hot water heater. When we purchased the house, we didn't think anything about it. Hot water heater is a hot water heater huh? They generally last about 15 years, so we didn't think much about it. About 7 months ago, we woke up to no hot water. Oh man, did we pay the gas bill? We checked the stove too--yep gas is on. Oh man, I hope the hot water heater didn't spring a leak. I headed to the basement. There was no immediate visible damage. I checked the pilot light and it's out. I figured maybe a gust of wind or something must have blown it out. I re-lit it and went on about my way.

Next morning, there was no hot water again. Seriously? I checked the pilot light and it was out again. Okay, there's no way it was just a gust of wind. So I lit it again and checked back in about 30 minutes. It's out again. I started researching around to see what's up. Lots of people immediately told me it's the thermocouple that went bad on my AO Smith ProMax hot water heater. I'm doubtful because the pilot light will actually light and stay lit. It's not until sometime later during the actual heating cycle, that the flame and pilot light went out. If the thermocouple went bad, I don't think the pilot light would even light.

I posted a question on Yahoo Answers, and this super helpful guy told me there is this screen at the bottom, under the burner assembly that gets clogged up. Clean the screen, and the problem will go away. I looked, and sure enough on the AO Smith ProMax water heater, there's a mesh screen under the burner assembly. I later found out this is a flame arrestor. Anyway, evidently this thing gets clogged up with dust, dirt, particles, whatever, and restricts airflow and causes the burner to go out. I cleaned the flame arrestor screen on the AO Smith Promax heater, lit the pilot, and sure enough the thing stayed lit for about 6 months.

Well, here we are with the same problem again only 6 months later. I lit, re-lit, cleaned, lit, cleaned, I did everything to make sure that thing was clean. Day after day, after day of no hot water. Basically it got to the point where I had to re-light the pilot light multiple times a day. I finally just got in the habit of lighting the pilot each night before bed, and there's usually enough hot water for a couple of showers in the morning. I even cleaned the screen with my air compressor and an attachment I bent to place the compressed air almost directly on the screen. I'm positive that the screen was as clean or cleaner than the day it came of the assembly line in Mexico, or wherever AO Smith ProMax water heaters are manufactured.

Now it's getting more and more difficult to get the pilot light lit, which makes me start to wonder, maybe it is the thermocouple. So I broke down and called a plumber to come take a look. A super nice guy from Fulton Plumbers came out and I gave him the whole sordid history. He looked, and told me the thing is still under warranty and I should contact AO Smith and make a warranty claim. This is where the fun started. I submitted my warranty claim to hotwater.com. The first thing they did is tell me I probably cleaned the screen wrong, and they sent me a cleaning kit with a specialty attachment for a vacuum to clean that screen. They also sent a different, wrap-around filter to supposedly keep the screen clean for longer.

Now you have to consider that they knew this was a serious problem. At the drop of that they immediately knew what the problem was. They immediately pointed me to a website where they even made a video showing what the problem is and how to clean that screen. The AO Smith ProMax has such a substantial problem they immediately shipped out several boxes of junk to try and fix the problem. I, of course, played along and used the attachment and the new wrap-around filter. Next day, pilot light was out, no hot water.

I sent this email to the support email at AO Smith: "Good Morning, I have received the cleaning kit and the wrap-around filter. I have thoroughly cleaned the flame arrestor screen using the provided attachments and brushes. I have also installed the wrap-around filter, however my pilot light will still not stay lit. Please help! I am getting very frustrated with waking up in the mornings with no hot water. - Thanks, Chris"

And seriously, got a load of the response from AO Smith: "Hello Chris, I do apologize but without having a manifold and supply gas pressure readings or millivolt readings on the thermocouple, it is difficult to determine whether a part is faulty. Pilot outages can happen due to various reasons. You could have an obstruction in the venting causing a downdraft, condensation could cause pilot outages, or there could be a lack of combustion air to satisfy the air requirements for proper combustion."

AO Smith didn't refer any local plumbers to assist. They didn't offer suggestions as to who to call. They didn't offer any additional advice. AO Smith basically spews some techno babble at the customer and says, "Sorry, we're not going to do anything about the warranty."

I think if you like your water heater to actually make and keep the water hot, you should avoid AO Smith ProMax. I'll continue fighting this with them, simply for the principle of the matter, but their customer service is atrocious. And it would appear that AO Smith will take measures to avoid honoring their warranty. I think it's ridiculous that less than 5 years of use and this AO Smith ProMax water heater is basically worthless and the company isn't honoring their warranty.

Same thing as all of the other complaints. I went to trouble shoot A.O. Smith water heaters because mine keeps getting cold. The light is flashing green so it is on but the water is cold. I did reset it by turning it off than back on again. I heard the unit start up and my husband was able to take a warm shower. I later on that eve went to shower and it was ice cold.

I will follow Ken's response on May 4th to see if it works with mine tomorrow, tried too now and mad that I couldn't take a hot shower before turning in. Wish me luck and I will keep you all posted if that worked. If there is a class action, there should be. Mine is about 6 or 7 years old it should be lasting longer than that for a 50 gal. and expensive side at that.

Our 75 Gallon A.O. Smith Water Heater came with the purchase of your brand new home in 2003. Two months short of the 5 year warranty period, the nipple of the distribution pipe burst and we too had cold water and 75 gallons of water in the basement. The original plumbing company came in and replaced it with an identical unit. A.O. Smith is apparently covering 1/2 of the $1900 cost of replacement but I am still $900 for a water heater less than 5 years old. If I had known of the complaints about A.O. Smith Water Heaters, I would not have allowed the plumber to install an identical unit. Now I am stuck and I only have a 1 year warranty on the replacement.

We have the same problem as everyone else. We have an A.O. Smith hot water heater that is 7 years old and the pilot won't stay lit. We spent $250 for the plumber to clean, replace thermocoupler, filter, and pilot assembly with still no luck. Now that I need another, I will definitely stay away from A.O. Smith. Is anyone ready to sue?

Same as others, the pilot light goes out every couple of hours. I was lasting overnight, but not anymore. The plumber replaced the starter, cleaned the filters, etc.-He is now unable to solve problem. I paid the plumber for 3 service calls and all the said work.

I also have an A.O. Smith 50 gal water heater that I purchased in Feb 2009. The pilot light keeps going out and I continuously have to have a repairman come out and clean the bottom screen. If A.O. Smith is aware of this problem which sounds like they are. they should honor their name brand and either replace the water heater or correct the problem.

We have a 6-year-old water heater Gas Power vent FPSH/FPCR that we purchased from AO Smith. We have had ongoing issues with the unit and it is now out of warranty and not working correctly. AO Smith has not responded to our complaints. We have learned that AO Smith was well-aware that there were issues with this unit (made in Mexico) and yet they refused to replace, even though its only a couple of months past warranty. We have no hot water and the unit consumes more gas and electricity.

Is there a class-action suit being filed somewhere on this unit and company and how do we become a part of it?

My 50gal A.O. Smith water heater has done the same thing as so many other's have reported flame out I go down and reset it and clean off the flame censor and were good for about a week.I Wrote A.O.Smith and still no reply. just wondering if there is a class action suit pending on A.O.Smith if so I want to be on the list!! It looks like there are thousands of people complaining about this and just think of all the people that don't know about this web site. I like many others want answers from A.O. Smith I'm sick and tired of cold water.

2 year old 1285 dollar hot water heater needed replaced,told by company out of warranty,went elsewhere,replaced with another brand at half the cost and it is better,never will buy ao junk again

it tells the pilot lite to shut down.

The original installer has been here to repair the unit at least 10 times. While any parts have been free the labor is not. The accumulated cost of labor in the past 24 months has well outstripped the cost of the hot water heater. The installer Adirondack P&M is trying to get a new hot water heater authorized- but if they do it can only be replaced with another A.O. Smith money pit. This brand is awful. Repeated repair costs in excess of value of hot water heater.

After reporting to the company, my water heater shut down. The CS rep told me the policy: get a license plumber to come in, check with his meter and report back to her (Brandy) before she would issue a reset code which would reset the water heater. I suggested to her to ship out this sensor and I would install it myself. She was demanding that I needed to hire a plumber first to do this before she would ship this sensor. Why make more cost for the home owner, I'll never know. Okay, I called "The Plumber Works". The CS rep there demand I pay half up front prior to completing the job and the other half after. This plumber came in, checked the area, reported back to the company that there was never any chemical compounds in the area of my water heater which would make the sensor go off and ask for the reset code which would reset this sensor! She refused because she stated his equipment was faulty and it was not giving the proper reading. (Long story short)

This plumber charged me $365 because CS rep refused to give the proper reset codes until we received a new sensor (reminder, this is costing me). If this unit is still under warranty, why does your CS rep continue to give me a hard time? Then she wants me to give her my credit card to charge $50 for shipping out the new sensor. This is totally crazy. So after two hours of not getting any help from company and eight hours, this plumber worker I was forced to pay $365. I want my money back. I should not be responsible for paying $365 when the unit is still under warranty. A copy of the bill will be faxed. Please help me resolve this matter. I'm highly upset that I was treated this way while my unit is still under warranty. It makes no sense for me to have to pay $365.

Thank you.

I too was having the same problem with my two year old 50 gal. gas tank. After trying everything including a new thermocouple, I found the real problem. Look inside at the bottom under the tank. You do this by removing the plastic dust shield and shine a light inside. You should see a screen about 5 inches in diameter that is probably coated in white dust. Tada! I put a rag around a thin stick and reached in and wiped off the dust then tap-tap the screen. Nothing like a good hot shower.

The unit is about 5 years old in a condo that we have just purchased. The pilot light keeps going out and was getting worse. I noticed that the flame pattern seems to lick all over the bottom like it is looking for air. It eventually just flames out. I have an engineering background and have worked with burners in process heaters and recognize when a flame is looking for air.

I read in the comments on this website and saw where others are mentioning problems with pilots staying lit, and a lack of air due to the flame arrester. I have not determined where the flame arrester is since I do not have a manual, but this gave me clues to search for the problem.

I removed the burner and drilled out the 1/8" holes in the disc around the burner to 3/16". This seemed to help but it still flamed out. I then loosened the nuts on the adapter plate holding the gas and thermocouple piping. This allowed some extra air to get into the burner. This has been working about 30 to 45 minutes with no indication of a shortage of air. I believe the problem is due to the brilliance of the EPA to add a flame arrester, which is a nice safety feature but without proper design to allow sufficient air, it creates more problems than it is worth. I will keep people posted on the success of this modification. I still need to find out how to get at the flame arrester as I suspect this is the culprit as it must over time corrode or plug up and restrict the air flow for combustion.

I purchased and had Rescue Rooter of California install an A.O. Smith water heater model #GNR50 100 serial #L07T006783 on Feb. 8, 2008 in my home. The pilot light will not stay lit as of Apr. 28, 2010. Since I own several rental homes and have never had problems with water heaters that I purchased at Home Depot, I was surprised that the A.O. Smith water heater was defective in just over 2 years and 2 months. My rental water heaters have lasted for over 7 years! When the Rescue Rooter technician came out to troubleshoot the water heater on Feb. 27, 2010, he was going to charge me $224 for replacing the thermocouple.

His company only provided a 1 year warranty on the installation, but suggested to contact A.O Smith since the warranty on parts is 6 years. I've sent an email to A.O. Smith and am presently waiting for a response and new parts to be sent to my house. However, I'm without hot water on a 2-year old unit and very frustrated that I paid $1465 for the water heater and installation. I now have to question the reliability and quality of A.O. Smith products. Now that this company has reported their earnings for the 1st quarter of 2010 as being profitable, I'm wondering if their CEOs are following Goldman Sachs and ENRON executive decisions by taking advantage of consumers at the cost of making profits for their shareholders.

I've paid $1465 for this water heater and installation and it is defective in 2 years and 2 months. The water heaters I've purchased from Home Depot other manufacturers and installed in my rental homes have worked for more than 10 years. A.O Smith water heaters' reliability is questionable!

I had my plumber install a promax by A. O. Smith and they have had to replace it twice. The pilot light will not stay lit. We constantly have to relight this second heater. It has cost more money to keep replacing this unit and I can tell you I would never recommend anything by A. O. Smith.

When we called again today to complain that this heater will not light at all now and it is less than a year old, they were very rude on the phone. Their attitude tells me that they obviously do not give a hoot about customer service or even making a product that is worth buying. Installation fees are about $450.00 for each installation as well as countless calls to get it to light. I cannot begin to mention the times and days where there has been no hot water and the aggravation it causes.

I have not dealt with anyone other than my builder of this house which was built only 5 years ago, so my hot water heater by A.O.Smith is only 5 years old. I have already had a serviceman here and he put in a new part (thermal coupler).

The pilot light still goes out at least once a week and won't stay on without relighting it several times and then it stays on a few days. I have to take cold showers often. I may have to purchase a new heater after 5 years. I have had hot water heaters that have been 20 years old in other homes!

Promax Water heater will not stay lit. I have had the repairman here 5 times. A.O. Smith says there's nothing wrong with the unit. The repairman punched a hole through the flame arrester to try to keep it going. It has gone out since. I have no hot water and big repair bills without results.

I purchased 50gal water heater from A. O. Smith Pro Mac for $877.03. Then on May 24, 2007, attempted warranty work on pilot assembly (which was defective) by Extreme Climate, 20 West 210 Belmont Place, Addison (because Bel-Air does not do the six year warranty work). Upon completion, they charged labor and trip cost $140.00! On March 9, 2010, I had ARS Rescue Rooter, 731 District Drive Itasca, IL 6304386900, flushed Heater $29.00. On Mar. 25, 2010, the pilot light would not remain lit (three times went out). I called Extreme Climate (Rose) who said they would have a technician get right back to you. As of March 31, no one has and the pilot light does not remain lit. I think this qualify as a lemon for manufacture and service. I can get no response from any phone number.

A. O. Smith hot water tank model RCV-50-F00L010545. The pilot light does not stay lit. The main burner is violent and blows out the pilot light. Regular cold morning showers and cost to replace with another brand.

I had an AO Smith for 14 years and had no problem. It was still working when I replaced it. I was just getting scared of it at that age. I replaced it with an AO Smith Pro Max, thinking I was buying the best heater. The plumber installed it on 12/22/2007. I have had nothing but trouble from this heater. It will not stay lit! I have come to the conclusion that AO Smith products are junk. Do not buy an AO Smith water heater! You are just asking for trouble.

I have owned an AO Smith FPSH40261 hot water heater "power vent" that the flame sensor will not work consistently. If I do not take it out every month or so and clean it, the heater won't stay lit. I have been told that this is normal. We get a nice cold shower usually on Monday mornings because the heater decides it doesn't want to stay lit. AO has never come up with a solution to the problem. The consequences are cold showers and major frustration with a supposed high end hot water heater.

I had a new Promax installed and in three years the pilot went out and won't relit. The retarded way you clean it didn't help either. What kills me is my 21 year old water heater was still working when I replaced it with the Promax and it had never had a repair and only cost a fraction as much. This is the most worthless piece of crap I've ever had. Why are the AG's filing class actions for their consumer protection division? I hope they lose everything since they don't care about their product. I've been without hot water for 8 days and it's going to cost me money I can afford. I'm on a fixed income. I and my son are too disabled to bathe so I have to borrow a friend's shower. They should be ashamed of themselves.

We had a new A. O. Smith water heater installed in August of 2009. A few days later no hot water. I called the company that installed it and they sent someone out and finally figured out that they were not an authorized A. O. Smith warranty contractor. I had to call the warranty company, another plumber. The valve box was replaced. This is ridiculous for a brand new unit to breakdown so soon. Now 5 months later, I went through the same thing. No hot water. This time, it was the igniter. I had to go through the same ** as the first time, but this time, I am being charged $496 for labor.

I will never buy another AO Smith product and will spread the word as well. We have sent men to the moon; a water heater is a pretty basic piece of equipment. It seems like A. O. Smith would have their designs down to a science since they have been in business so long. At minimum, they should replace the unit or give me a refund.

I am echoing those who problems with AO Smith gas water heaters. I had mine, a Promax GNR 40 100, installed on emergency on November 16, 2009, at exorbitant weekend prices since my old one was leaking into the condo below. Aquatek, the local plumber, said this was a great product.

On February 21, 2010, I had no hot water as the pilot light went out. I called the installer, Aquatek, on Monday and they informed me that to come out they would have to charge me their $118/hr rate. I reminded them that this was under warranty and they said they had not been able to negotiate a suitable labor payback rate from AO Smith. I asked them if they were still installing AO Smith heaters and they said, "No." They invited me to call the manufacturer, who referred me to three plumbers in the area that were "trained" in AO Smith heaters. I called the first one and they seemed to indicate that they would pay the labor also under the warranty. The very kind tech that was sent out first adjusted the thermocouple and got the heater lit. It was out again the next day. He returned and adjusted again and got the pilot lit. It was out the next day.

He also noted that there was water underneath the pan. In the process, he contacted AO Smith technical support who asked him to check the valve pressure. He reported to me that it was 5.8, when it is recommended that is 5.0. He said that it would have no problem regulating lower pressures; however, the manual clearly states that the valve can regulate lower pressures, not ones that are too high. They decided it was a faulty gas valve and informed me that I would have to pay for the overnight shipping (which is now at $58) to have this part arrive.

Well, I certainly did not want to wait a week for hot water, so I consented. Gas valve was installed on February 25 and pilot was out again on February 26 and February 28--two times. I relit it all times and noted that there is also water in the pan underneath, perhaps also a slow leak. Having reading about the design flaws in the flame arrestor, I am convinced that this is the problem. I plan to pursue the FTC and several local consumer hotlines and other avenues to pressure the installer into at least replacing with a a better heater.

At the very least, I want a refund on the original heater under the 1979 Sale of Goods Act. I would be willing pay for labor for a new one but believe that the company, which has divested themselves of this manufacturer, should really install a new one for free, no labor charges.

I built my house in 2007 and had an A.O. Smith Promax power vent water heater installed. Late in 2008, started having problems with pilot light not staying lit--would power up, flame would come on and then go out within seconds. After three start ups, and failures it puts a code on the control panel.

Plumber came out and checked thermocouple and continued with this same problem. Would work for a day, maybe several days and then right back. Plumber replaced several parts and eventually pulled the thing and replaced it under warranty with me having to pay labor. I just wanted to have constant hot water and not worry about the thing. I thought after replacement that maybe I'd just gotten a lemon, but no, after just over one year later--same problems! I'm so mad right now I want to scream.

So much for a hot shower in the morning. Sounds like this a very common problem among A.O users. Sure wish the company would fix the design flaws. I have never had problems with a water heater before in any home I've lived in. If I didn't have to pay the plumbing fees for repair or install on a problem fixture I wouldn't be as upset. The company should warranty it with parts and labor.

I am disappointed of A. O. Smith. The water heater has not performed as it should after four years. I discovered the pilot of my water heater was off. I tried to light up the pilot but it wouldn't work. I called in a plumber and found out that the pilot was defected and there was a slow tank leaking at manifold. Most water heaters do last for ten or more years.

I sent my plumber to the store for a warranty replacement. The store charged me $130 for a different model GCNH-50 because GCV-50 was no longer available in California. I spent $600 to replace my water heater that is still under warranty. It doesn't sound right to me. I am stuck with the service call ($120), installation cost ($350) and cost of the warranty replacement water heater ($130). I will never buy A. O. Smith water heater again. Their warranty sucks.

My plumber installed an A.O. Smith Promax 50 gallon natural gas water heater in our home when it was built in January 2005. It worked perfectly for 4.5 years and then it began to leak water. Our plumber replaced it under warranty with a like water heater. I paid only for the plumber's labor, which isn't too bad, but even that doesn't seem right. A. O. Smith should pay for the labor.

Regardless, within 3 weeks of installation the new water heater pilot light went out. My plumber came and re-lit it. And thus began the constant problem of the pilot light going out time after time. As others have stated, it might go out twice in one day, it might go out after 3 days, or after 1 week. You never know when, but it always went out. Often we'd not realize it was out until late at night (I got in the habit of checking for hot water before I went to bed each night) or sometimes when I got in the shower in the morning. My plumber worked on it multiple times and tried to get a resolution from A.O. Smith, all to no avail.

My patience ran out with 3 pilot light outs in the 3 days. I called my plaumber and told him to replace the A.O. Smith piece of crap with a different vendor's water heater that actually works. We reached a reasonable agreement on a new water heater where we shared the cost and he installed it at no charge.

Absolutely do not buy an A.O. Smith water heater. They have a serious engineering defect and they apparently either have no idea how to fix it, despite all the complaints, or have no intention of fixing it. I hope the company goes bankrupt. They sell an inferior product, that costs too much to begin with. Until this water heater I never lit a water heater pilot light in my 56 years of life. A.O. Smith is a terrible coompany with a terrible product. Stay away!

I, through a pair of contractors , own 3 ao smith electric water heaters. All three produce a horrible sulphur smell. our cold water is good-only water heated in these heaters smell. All three are connected to soft water

Model ECT-55200. Installed hot water heater in 3/09 and heater failed within 6 months. We found out when we went into the garage and the entire garage was flooded. After close inspection it was noted that the tank had ruptured/leaked and the water was coming out of the top. We dried out the garage and started our contact process with warranty. We could not get an immediate answer from the plumber other than they stopped using A. O. Smith products because they were failing rapidly. I choose not to use their replacement heater for fear of another failure. My concern now is that I have the same hot water heater in our closet for the other side of the house. I can only hope that it will not fail. We chose to replace it with a Rheam product.

After my previous water heater failed after 31 years, I had a 30-gallon A. O. Smith Promax gas water heater installed on October 30, 2007.

The pilot failed sometimes every few days, sometimes every day, sometimes four times a day or more.

Eventually, I had to relight the pilot light every time we needed hot water. The plumber who installed the Promax returned five separate times to try and fix it, without success. An A. O. Smith Authorized Technician tried and also failed to fix it. To help find the problem, I installed a camera at the heater viewing window, and videotaped the pilot failing four times. No one looked at the tapes.

I began to think that this water heater must be pretty bad if an experienced plumber couldn't fix it after five tries, and an A. O. Smith Authorized Technician, who works on nothing but A. O. Smith products, also could not get it to work.

Over seven months, I had to relight the pilot 63 times. At 10-15 minutes per relight (according to A. O. Smith instructions), this comes to a total of between 10-16 hours I spent lighting this heater. I can assure you that having to lay on your stomach at all hours of the day and night, in a cold and dark cellar, is not a pleasant job for an old man.

A. O. Smith, and the Factory Authorized Service Technician (who is paid by A. O. Smith) blame me for the Promax failure and refuse to refund my money. They say (without any tests or proof) that water vapor coming through the dirt floor in my cellar causes excess humidity which clogs the heater's flame arrestor, disrupts the air flow to the heater, and puts out the pilot flame.

In 2003, the Government got into the water heater business. It required all water heater manufacturers to fit a "flame arrestor" into water heaters. A flame arrestor prevents the burner flame inside the heater from igniting flammable vapors outside of the heater. All heater manufacturers were allowed to come up with their own design of flame arrestor.

I learned from some plumbing websites that the real problem with the Promax may not be my cellar, but the design of its flame arrestor. All incoming air for the heater's operation must pass through the flame arrestor. The Promax uses a flame arrestor made from a Corderite ceramic disc. This ceramic disc is about the size of a saucer, so limits the air coming into the heater. In addition, the openings in the disc itself are small, further restricting air flow.

Aside from any design problem with the Promax, there are several reasons why A. O. Smith blaming me for the Promax failure is nonsense.

I would not have bought the Promax heater.

The excess humidity conclusion is not supported by statements in A. O. Smith's own Instruction Manual (#184165-003) and Service Handbook (#TC-049RC). In these manuals, the word "humid" is mentioned only once in 93 pages, and then only as an indication of tank leakage, not as a cause of pilot flame failure. These manuals are available on A. O. Smith's website hotwater.com/lit.html.

Saying that my cellar is too humid, does not make it so. During December 2008-January 2009, I tested the relative humidity in my cellar using a Honeywell hygrometer. For these two months, the relative humidity was in a range from 51%-65%, staying mostly in the mid-50s.

A 30%-65% range for occupied areas is recommended by The American Society of Heating, Refrigerating and Air-Conditioning Engineers (ASHRAE thermal comfort standard for Human Occupancy, Standard 62.1-2004). Their chart can be seen at ccohs.ca/oshanswers/phys_agents/thermal_comfort.html.

This means that even though my family doesn't actually "occupy" our cellar, the relative humidity there is within ASHRAE standards. This normal reading is more significant in that during January 2009 we had four times as much snow (i.e. more moisture thus more humidity) than during the same period in 2008 when the Promax was installed. In other words, during January 2008, the humidity level in my cellar was probably even lower.

I also tested the wooden beams in my cellar with an Extech moisture meter. All the wood tested normal at 20% or less moisture. My home was built in 1924, so these normal readings are after 85 years of supposedly excess humidity.

These tests show that my cellar is not "too humid" as A. O. Smith maintains and therefore is not likely to be the cause of their product's failure.

My films of the Promax pilot light failure show that the pilot fails in several ways; it goes out by itself, or when the burner tries to go on, or when the burner is lit and then turns off. A. O. Smith's lack of air explanation for the pilot failure seems suspect considering that the burner itself, which must require thousands of times the air the pilot does, had no trouble staying lit (once the pilot was lit) during a heating cycle.

The solution for pilot flame outages, A. O. Smith's Legal Department says, is to clean (vacuum) their ceramic disc flame arrestor top and bottom routinely. To do this the burner must be removed, not a job the average customer can or would want to do.

Some plumbers state that it is impossible to properly clean the bottom of this ceramic disc at all, as that part is nearly inaccessible. In any case, calling a plumber "routinely" (every three months? every month?) is expensive and irritating, considering that your old heater may have lasted for decades without any attention at all.

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I believe that most people would consider it intolerable if a brand-new car failed to start 63 times in seven months. After experiencing similar inconvenience, not to mention cold water, I replaced the Promax with a Bradford-White heater (my choice and in spite of the plumber's objections) on May 24, 2008.

The Bradford-White has a stainless steel flame arrestor, the full diameter of the heater, and lets in plenty of air. The Bradford-White has now been installed for a much longer time than the Promax, and has worked perfectly in the exact same location, in the exact same "humid" conditions.

I am out almost $1,000 for A. O. Smith's measly 30-gallon gas water heater.

Do yourself a favor and stay away from A. O. Smith.

I purchased the home hot water heater on 12/31/07 approx. In October of 2009 the unit would not stay lite and I contacted a professional plumber. He came out and checked the unit and said that the burner unite needed replaced and at no cost for the part but a cost of $68.00 for the house call this was done, In November of 2009 I once again had to replace the unit at the plumbers advised and was charged $60.00 for this home visit. Now as of this Thanksgiving day, 2009 the unit is once again not staying lit. I am getting quite upset with this happening and I am looking for help from you a company well known for taking care of its customers. I am available for a phone call at your leasure and would appreciate one asap. I believe that if the unit is bad that A.O. Smith should at total cost to you, have your plumber make arrangements to come to my home and inspect and replace the unit with a model that is not having this kind of problem. I also feel that this should be done asap.

2002 we had a failed water heater in our home in Henryville area. Called Leon Clapper of Stroudsburg. Wanted Home Depot GE water heater...he ... plumber... called them junk and said we should get an A O Smith. Cost of install around 360 dollars after replacing the other water heater which by the way probably only needed heating elements...it was not leaking...but it was not making hot water. That water heater my father had had installed in the kitchen pantry closet in about the year 1970. The heating elements had been replaced once in all those years...32 years... but that was my fault...I had shut off the water to the house and forgotten to turn off the electric to the water heater.

Anyway, Clapper plumber installs A O Smith in Feb of 2002. In the year 2006 it is springing leaks like a fountain with a waterfalls. Called new plumber...Forsell of Canadensis...PA... also spoke highly of A O Smith. He said it was under warrantee, being only four years old, and replaced it for "only" the 300 dollar cost of labor. The water heater A O Smith replacement was "free".

September of 2009, three year old water heater is seeping water at the base, making crackling noises occasionally. I ignore...as I had bigger problems with cars and relationships to work with. November 13, 2009, water heater is gushing water like a marble fountain in front of Caesar's Palace. I turn off water valves and electric to the heater... this three year old heater is shot. Plumbers say is still under warrantee...can replace for only cost of labor...300 dollars. (Seeing a pattern here?) I sware at the two plumbers I called and say no to A O Smith, even if it is "free."

Decided I am going to Home Depot and buying my own water heater and attempting an install myself.

I'm replacing it with a Rheem and keeping my fingers crossed.

I bought as AO Smith water heater (model Promax GVC 40 200) from the Company above in 2006, for aproximately 400.00 or more. This was for the cost of the water heater and installation. 4/1/06 the pilot light would not stay lit, so it needed to be replaced.Because it was still in warrenty the untit was replaced and I had to cover the 200.00 cost for installation. In 5/8/08 same problem occured, and I had to get the water heater replaced again, and pay another 200.00 to have it installed. Now on 11/10/09 the pilot light will not stay lit and they have to replace the unit again. I have now had four water heaters since 2006, and have to pay another 200.00 for the labor.

They warranted it, but I had to pay installation costs--now $822 total. Never buying Smith anything again.

In Dec 2006 I purchased for total 762.00 a promax 6 yr model FVR 40 100. The unit was flooded and replaced by AO Smith in 2008 by a GNR 400 100. From the moment it was installed I was on the phone with the Warranty dept for AO first I would have to fight with them over if it was covered the pilot keeps going out first they say the gas control box was recalled and send a authorized guy here who i swear said he replaced but i am not sure as we kept experiencing the same problem did he replace with a recalled conrol box? Now must relight every other day 20 mins before needing hot water.

Now almost 6 yrs later the warranty people tell me my problem is a maintence problem that this unit due to EPA chgs must have a plumber blow condensed air thru the gas something every three months. What did I buy a puppy? Ao is standing behind the dup that because of these EPA requirements they are not responsible. Well, bs I did not want a hot water heater that I have to add an additonal 500 or more in maintence to every year I own. They say your installer should have told you no way he told us we would never have bought an item that we assume has an expressed warranty of quality and that works properly not that we were getting a unit that over the 6 yr warranty period i would be expected to invest another 3,000 in maintence that is a crock and I feel so ripped off. I will never ever buy another AO Smith product and I hope they go the way of al the other discovered rip off consumer companies out of business I will re-tell this story to anyone who needs a water heater and the dirty little secret this and others like tham hid behind.

AO smith 50 gallon water heater....we are around 60 units with the same heater and everyone of us (yes alll the 60 home owners is fed up of this water heater...) stay away.........the flame goes of in most of the heaters and all repair work seems to be nothing but just waist of money....

Purchased A.O. Smith GPCR-50 natural gas power vent water heater in mid 2006. 3 1/2 years passed and the problem is not resolved yet. Multiple attempts frequently required to ignite burner. Appears flame sensor is not satisfied (hot enough) to keep gas valve open to the burner. Controller times out, tries again to ignite with a preheated flame sensor which generally satisfies the controller and remains lit, till the next time. Apparently, an "air turbulence blows the flame away from the flame sensor causing burner short cycling."

Dealer service has been of no real help with this matter. Dealer service tech suggested I reduce vent pipe run by replacing vent pipe from 3 inch to 2 inch which did not change a thing (more expense, more time wasted). Concerned with multiple ignition attempts adding premature wear on the igniter life expectancy among other things. That said, I decided I'd research this problem on my own. Found the intelli-vent troubleshooting guide on-line and began self diagnoses. Checked for proper electrical requirement to heater, flame sensor gap and elevation, cleaned igniter, checked igniter resistance etc.

More recently, spoke to A.O. Smith phone support tech whom insisted all above be rechecked again and again. Later told to check the flue restrictor and baffle for proper positioning. I found there is no flue restrictor on my heater. It's listed in the parts list but doesn't exist on the heater. Apparently the tech discarded it during the installation of the power vent unit on this heater. I'm waiting on parts. Flue baffle and igniter were sent without the flue restrictor. Now, a flue restrictor ring shows up without the flue restrictor plate. Monday, I will call and request the flue restrictor "plate".

In conclusion, for 3 1/2 years I've been DAMAGED with greater energy consumption expense without the flue restrictor ("engineered to precisely regulate the flow of flue gases through the flue pipe." "This maximizes the amount of heat conducted into the water through the walls of the flue pipe"). I've purchased and replaced the complete vent run needlessly. Made many trips to the basement to reset the heater control error codes following periodic three attempts to ignition failure.

Endured hearing the heater tries and try again to ignite. Spent a great deal of time and energy trying to get to the bottom of this matter. Unbelievable that any tech would discard the necessary flue restrictor and walk away from the problem leaving the home owner / consumer to deal with this problem. When all the necessary parts arrive, I will need to move the heater out from under overhead ducting which will require empting the heater, removing the gas supply, water lines both in and out, and the vent pipe. Install flue baffle & restrictor parts and reinstall the heater.

We purchased a new water heater made by A.O. Smith about a year ago (2008). Several times this week the pilot has gone out. We looked at the manual which mentioned checking the burner for sooting. The manual was not easy to follow and I decided to call the Gas Company. They came out and looked at it. The service man told me that this was the third case this week with this problem. He expressed a concern with the design of these units because the access to the burner and air vent is underneath the waterheater and many times the pan makes it difficult to clean the soot. I had no idea that this was something that I needed to maintain and that there is a difference in water heater designs. I will definitely ask someone for recommendations the next time I need to replace my water heater. A.O. Smith needs to come up with something that is more user friendly and better manuals to help consummers take care of their maintenance.

4 year old 50 gallon water heater from AO Smith model GPCR 50 100 tank came apart rapidly spilling water in our basement. Although it would be nice for the manufacturer to reimburse for the water damage the really surprising news was that I had to pay $100 for a technology upgrade? Additionally we had to pay for reinstallation, removal of old heater etc. I cannot believe it is legal per the warranty to charge for changes the manufacturer have made since they sold us the first heater?

I wanted to talk to the AO Smith company again but so far they have not returned my call. My builder wants to know how it turns out as he may stop using that brand heater in his houses.

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.

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.

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.

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.

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.

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.

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.

be drained out.

I had an AO Smith Pro Max 50gal electric water heater professionally installed in 2002. In 2006 the tank was leaking and had the water heater professionally replaced under warranty. Now in 2009 the replacement is also leaking. My installers AO Smith rep refuses to make good on it, saying that the 6-year warranty has expired.

True, from a purely legal standpoint. They fooled me once.

However, I purchased the AO Smith Pro Max with the expectation of it lasting at least as long as the warranty, and at the end of the warranty period, I find instead I have had to pay for an extra installation and will have to do so again, plus another water heater.

Well, since I have to pay for an entirely new water heater, plus another installation, there is absolutely no justification to spend that money on AO Smith as the whole cycle of install/failure/re-install/re-fail will likely repeat again.

There is no financial advantage to my giving AO Smith any repeat business, and every incentive to switch vendors.

We are on out third water heater. All are under the original warranty. Although this last one has probably exceeded the end of the warranty. We have only had this one for about 6 months. We have had the same problem with the last two. They each lasted only a matter of a few months. The original one developed a water leak. The last two were the newer types that require a flame arrestor to be added onto itas per federal government rules. Both of these heaters quit lighting because of lack of air because of the arrestor clogging. We asked for a different brand this last time but were told that the only type we could trade it for was the same type. This time we will have to suck up the expense and buy a new one.

Be advised we WILL NOT buy another a. o. smith heater! We are at a lack as to what type to buy however at this time. It is ashame that in these tough economic times these companies can not put out a decent product. Then they always say that it is the fault of the consumer. Bull. We have read some reviews by others who have had the same problem and been told that it was the environment in which the heater sets. Again, bull.

We are going to be out the money for another heater and instead of getting one replaced under the warranty we will have to go somewhere to purchase another brand.

50 gal tank model GPSH 50 100 this was manufacured 01/24/05. It has not worked right since day one. We closed on the house with the new hot water heater 04/01/05. It was a friday. We had no hot water and they did not come to work on it till the next day. They have changed all the parts out, changed the vent all of which only worked for a few months and then it did not work again. Since the company who installed the hot water heater could not find out what was wrong they stated it must be the gas. I call the power company and they came out to my home and found no trouble with the gas. I also have a gas furnace, fireplace and stove all working with no problems.

After the first year the repairs were no longer covered and I had to pay and I still do not have a working hot water heater. I even hired a different contractor and they also could not find out what was wrong. I contacted the company and gave the name and nubmer of the contractor and let them know of my problems. They wanted me to pay to have the contractor come out again and talk to A&O smith over the phone. Don't think so. I let them know of every thing done to the hot water heater with no luck on fixing it.

I purchased a new hot water heater 10/25/08. I had been 2 mths with no hot water and could not take it any more. I feel three years of problems is enough. The hot water heater is junk. They should recall the unit.

I contacted A. O. Smith, the manufacture of my Whirlpool LP gas water heater in which I peurched as Lowes of Columbus Indiana. The customer service rep. at Lowes said I would have to contact A.O. Smith to air my concern. I explained my wife and I smelled LP gas during night. I turned off the gas to furnace and water heater for fear of explosion. Allowed air to clear overnight, the next day I followed the pilot lighting proceedure on water heater I attempted to ignight the pilot light and water heater blew up in my face.

The A.O. Smith representative said she needed proof water was properly installed or she would not due anything. I explained we had used water heater for a period of without any problems. She still would not offer any assistance. She was very rude and uncooperative. I informed her that some people could be severly hurt, killed or lose their home due to defective control valve. I ask her if there was a recall and she declined to say.

Believed hearing loss, A very frightened wife and grand child, exposure to LP gas (All had head aces) and cost to replace water heater.

We redid our house and we decided to take out our old waterheater and put a new bigger more effiecent one in. We replaced our water heater sometime between 02-03. We put an AO Smith heater in and after only being in for not only 2.5 years the burner assembly unit went out. AO Smith replaced the unit but shortly there after it went out again.

After calling and complaining to them several times they sent a technician out with a new heater. Now 2.5 years since that new one was put in the same exact thing has happened. The burner assembly unit went out again. I contacted AO Smith but they claim that the new heater doesn't have its own warranty it goes off of the first original heater. I need help.

They lady I talked to said that the part I need is a commonly asked for part. That tells me that this company has a serious problem with this part and their water heaters. I have five children at home one of whom has a brain tumor and I can't be without hot water. Is there anything you can do?

There is always a strong smell of gas in our laundryroom/bathroom and we have no hot water. Some times it will start working again.

On October 30, 2007, I replaced my 30-gallon gas water heater with a new A. O. Smith ProMax 30-gallon gas heater. The Promax was properly installed in my basement by Scott C. Plumbing, Watertown CT. On November 17, nineteen days later, the pilot went out. Because the pilot continued to fail, I called Mr. C. to see if he could find the problem. He checked the heater and found nothing wrong. Over the next six months, Mr. C. returned five times, without compensation, trying to get the heater to work properly. By March 7, 2008, the Promax was on its third thermocouple, the last two installed by Mr. C. Each of these thermocouples kept the pilot lit for varying lengths of time, from about 18 days to almost two months. The pilot would then start going out, and once it started failing, would go out with greater frequency, sometimes four or five times a day.

By April 4, I had relit the pilot 29 times. On this date, I placed a camera by the heater viewing window to see if I could determine when the pilot was failing. Recording the pilot 24 hours a day, I was able to get several video tapes which showed that the pilot was being extinguished when the burner came on or turned off. By April 18, I had relit the pilot 46 times. On this date, Mr. C. returned with Mr. Mark S., owner of Monroe Mechanical LLC, Monroe Turnpike, Monroe CT 06468. Mr. S. is a factory authorized service technician for A. O. Smith products.

Mr. S. and Mr. C. spent some time checking the Promax. The Corderite flame arrestor was vacuumed and some tests were made on electrical components. The only problem they found was some discoloration on the insulation facing the burner. Mr. S.'s conclusion was that this was caused by the burner flame "floating" which overheated the combustion chamber and singed the insulation. He explained that the burner flame will float when there is lack of air for combustion. His opinion was that moisture (humidity in my basement) had caused the ceramic flame arrestor to clog, thereby restricting air flow to the burner. He mentioned that this was also consistent with the problems that I had videotaped.

Twelve days after Mr. S.'s visit, the pilot light went out again. The location for my water heater is on a concrete footing four feet by six feet by nine inches high. No water has ever reached the water heater. Because my basement has a dirt floor, and water vapor comes up through the floor from the outside, the humidity inside the basement is sometimes higher than average. If I installed a dehumidifier, or had the flame arrestor cleaned every few months, or had new thermocouples put in regularly, maybe the Promax would work fine, and maybe not. This almost constant and expensive maintenance seems to be asking a lot of your customers. Had I known that the Promax was so sensitive to humidity, if in fact that is the cause of the pilot failure, I would never have bought it.

My previous water heater had lasted over 27 years in the same location as the Promax. During this time, my basement has not changed. It is your heater that has changed. Perhaps A. O. Smith should alert customers that their basement humidity should be tested before buying your product and that it may not work if they have dirt floors. On May 24, Mr. C., at my insistence, replaced the Promax with a new heater by a different manufacturer. He told me that I could get a replacement A. O. Smith heater at no charge. By this date I had relit the Promax pilot 63 times. You can understand why I did not want another A. O. Smith heater in my home.

It is an understatement to say that my family has had considerable inconvenience over the last seven months with the Promax. It is no fun to take showers that suddenly turn cold, or to get up at 4 AM to light the pilot in order to have hot water later in the morning, or to ultimately be forced to light the pilot every time hot water is needed. Using your recommendation of six minutes per relight, I have spent over 6 hours just lighting the Promax pilot. Despite any humidity, the new heater installed on May 24 is working without a problem.

I am asking for my money back for the Promax. The total is $932.50. This includes an $82.50 removal charge from Copes, Watertown CT.

Thank you.