A. O. Smith Water Heaters Reviews
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About A. O. Smith Water Heaters
A. O. Smith creates water heaters for residential and commercial use. Its product lineup includes gas, electric, hybrid electric heat pump, tankless and circulating water heaters designed to provide efficient and reliable hot water supply. Since 1874, A.O. Smith has focused on innovation and energy efficiency, offering durable solutions for various water heating needs.
- Reliable performance over years
- Easy installation process
- Good energy efficiency
- Frequent pilot light issues
- Customer service can be slow
A. O. Smith Water Heaters Reviews
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Reviewed May 14, 2026
The worst customer service I ever encountered. I requested to speak to Supervisor, placed numerous messages, spoke to service department. No person ever calls you back. You get robo calls that go to message box & then the whole process repeats again. My 1st HWH gas operated came with the brand new house in September 2019, lasted 4 years & then leaked & had to be replaced-I covered the cost of labor that was around $ 800.
The replaced new unit, installed on 4/20/2023 failed only after 3 years. AO Smith doesn't take any responsibility for two units failure in just 7 Years. Talking to customer service is extremely frustrating & it doesn't accomplish anything. They have my case number (**) & completely ignored my requests to speak to the Supervisor or Manager. I share this experience on line in hope that I finally get response from AO Smith. Is AO Smith Company stands behind their product or not?
Reviewed May 11, 2026
Bought a gas water heater 1 month ago ... Today it stopped working... Went thru lowes (bought from). That was an experience.. Was transferred to A O Smith customer service.. Was told that I needed to contact a plumber at my cost to troubleshoot the unit.. then they would move forward.... Wonderful process, in the meantime we have no hot water.
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Reviewed May 5, 2026
The water heater lasted only 3 1/2 years. Very disappointed.
Reviewed April 18, 2026
I wish I could give a negative five! Bought brand new AO water heater at my local Lowe's. Now myself and husband are not newbies to the world and over many years have replaced water heaters and parts to them. Now that being said my husband installed ours properly and made sure of all of our worong and he bleed the air properly. Turn on, nothing! So call Lowe's. The manager told us to call them. They will walk thru a test to make sure then if bad issue a replacement. Ok nice but we live three hours round trip from nearest store. Plus pain In butt to drain and haul! So he does what they ask! Lady at AO nice, ask him to call back when in front of heater.
Well he was at work so local contractor comes to help. Calls and she tells him it's bad element so gives a RA code for part. So gonna have to make the long trip just for part. Ok fine ... He removes element... It is an old bent burned corroded element, the likes I never even saw in one years ago that was wore completely out. I call, man answers rudely this time. Proceeds to tell me it's our fault because we had to of dry fired it and we have corrupt water. Ummm Ewe K... No on all. He refused to help and talked down to me because I was female.
Contractor took my phone when hearing his attitude and engaged him. They had a back and forth and they hung up after he said we were out of luck. So husband calls back, gets nice lady. She tried to help but says only can do part replacement. So we load up, drove to Lowe's, ask for manager. He recognized us as he had sold us the heater. We handed him the old elements. He was appalled and says that's not dry fired nor water, that's a used water heater packaged as new....YUP! DO NOT BUY THEIR PRODUCTS. THEY ARE NO LONGER ETHICAL COMPANY!
Reviewed April 14, 2026
STAY CLEAR!!! No service. No support. Called everyone within 30 miles and no one supports this company. Call AO Smith and they gave me a name 200 miles away.
Reviewed April 7, 2026
This is a photo a corroded heating element in a new water heater. DO NOT PURCHASE THIS BRAND. I originally purchased a A. O. Smith water heater on 4/16/2024 from Lowe’s and it was installed 4/20/2024. The water heater did not last 2 years before rusting and leaking. I contacted AO Smith’s warranty department on 3/25/2026. The rep examined everything via camera and deemed it as needing replacement (there’s a 6 year warranty with this water heater). I received the authorization number that day and the plumber removed the old one and installed the new one on 3/28/2026. I paid the plumber for his services. For 2 days afterwards, the water was hot for my shower in the morning. I didn’t do anything else that required hot water. Apparently, I was getting the hot water from the reservoir.
On the 3rd morning everything was cold. Same on the 4th. Paid the plumber to come back out. That’s when it was discovered my reset button doesn’t work and the bottom thermostat was not heating up. I called the warranty line and explained the details. Andrea, was a horrible rep and speaking condescending. She told me to turn the water off, have it sit for 2 hours, and then use a meat thermometer to check the water. I questioned her because the plumber said I had 2 faulty issues, the reset button being inoperable and the bottom thermostat not working; however, I filled her instructions and called back approx. 6 hours later and told her that did not fix the problem. Andrea then speaks to me as if I’m a plumber and understand things in her terminology to keep troubleshooting. I then told her how my original water heater that came with the house and was not an AO product, lasted me 10+ years.
This AO brand should not be sold and needs further testing. Ms. Andrea, just wanted to throw lingo and not understand that each time I have to call a plumber out, it costs ME money, that I don’t have. The only resolution I was looking for was for them to replace the malfunctioning parts. This company does not sell reliable products. I now have to go purchase the parts myself and pay the plumber.
Reviewed March 31, 2026
Just bought a 30 gallon model and not sure if I am going to keep it after reading about the PLASTIC DRAIN VALVE though meant to save money, designed to fail prematurely. I will accept a FREE SWAP OUT of the plastic to a brass and thank you.
Reviewed March 30, 2026
I bought a water heater from this company. Had it installed at my house. It didn’t work. I called the company. I politely ask what they can do and the customer survey was terrible. They didn’t help at all. Refuse to help me or anything and was treating me racist just for my accent.
Reviewed March 24, 2026
Worst customer service I have ever experienced! We had one AO Smith water heater for a year that leaked and we replaced with our warranty another AO Smith heater which the elements corroded in and their customer service kept explaining it was our water that was causing the rust. We did several tests we were putting clear cold water in and you could clearly see that the elements had rusted after many long months of back and forth getting them pictures flushing the systems they refuse to honor our warranty and even went so far as to hang up on my husband who was extremely kind on the phone to them. I got Lowe's involved and Lowe's was a great help but we will never purchase another AO Smith water heater! They are the worst customer service I have ever experienced! And their product is junk!
Reviewed March 19, 2026
I was issued a replacement A.O. Smith water heater for one that was having electrical issues and burning out heating elements. The replacement worked for maybe 2 weeks before the lower element burned out. I was issued a code over the phone for reimbursement parts and labor up to $100. After having a plumber come out and diagnose and replace the burned out element, it lasted another 2 weeks, at which time the lower element (again) burned out.
Upon seeking reimbursement using the code given, I was told the person I spoke to was wrong and only the warranty on the original warranty covered the new one, even though it was brand new. I was told that even though I was told it was covered, it wouldn't be. I was misled and will not be trusting A.O. Smith with my business in the future. Any statement made by a representative should be honored no matter how far off they are. That's how businesses work. Maybe you need to retrain your people instead of the consumer shouldn't have to bear the consequences of your mistakes. Not to mention the fact that multiple lower elements are burning out in a month old water heater.
A. O. Smith author review by ConsumerAffairs Research Team
Sold exclusively by plumbing wholesalers and plumbing contractors, A. O. Smith offers a broad range of residential and commercial water heaters, boilers and storage tanks. They have delivered hot water solutions to consumers for over 70 years.
Types: A. O. Smith offers a wide range of residential and commercial water heaters. People looking for a residential water heater can choose from multiple options including gas, electric, tankless, hybrid or solar. The gas units range in capacity from 30-98 gallons while electric units range in capacity from 19.9-80 gallons.
Remote monitoring: iCOMM Elite is A. O. Smith’s remote monitoring technology for commercial water heaters. It allows them to interact with, monitor and manage commercial water heaters. This minimizes down time for repairs which lessens the time a business is without hot water.
Vertex water heater: The Vertex water heater was designed by A. O. Smith to have a lower manufacturing cost and save consumers a significant amount of money in energy costs. It comes in a 50-gallon power-direct vent model and a 75-gallon power-direct vent model. It has improved thermal efficiency and is easily installed.
Product selector tool: For consumers unsure of which water heater to buy, A. O. Smith provides an interactive tool to help consumers pick the right unit. By answering a few simple questions, a list of units with prices is generated.
Product support: Consumers can find a product support tool online in case they need product manuals, spec sheets or catalogs. If the product name or model number is unknown, there is a pre-made list of types that will guide consumers to the right model.
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
A. O. Smith Water Heaters Company Information
- Company Name:
- A. O. Smith
- Website:
- www.aosmith.com