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.
Visit www.aosmith.com- 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 July 8, 2026
Just one month later, the second water heater also failed, leaking from the bottom overnight and resulting in another costly replacement.
While both units were replaced under warranty, A. O. Smith would not cover any installation costs or the significant water bills caused by these failures. I've spent over $2,500 on installation alone. I've also spent hours on the phone trying to speak with a manager, only to receive conflicting information from different representatives and repeated promises of callbacks that never happened.
Having two water heaters fail within a month of each other after only five years strongly suggests I received defective units. I'm simply asking A. O. Smith to help with the installation costs caused by these failures. To add to my frustration, I was also told the replacement units do not receive a new warranty period—they only continue the original warranty from the five-year mark. I hope someone from A. O. Smith's customer relations team will finally reach out to resolve this fairly.
Reviewed July 2, 2026
I got a Smith water heater because husband swore it was the best. Every year I had to have service out to fix the temp valve and after the first replacement anytime I used a lot of hot water the unit moaned so loud they can hear it across the street. I've had someone out every year to resolve issue and they say you have to keep it clean underneath my garage and hot water tank area is so clean you can eat off floor. This sounds like a pressure release valve and I'm pissed that I paid so much more for the name of quality and got off brand service
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Reviewed July 1, 2026
Had a brand new hot water installed, purchased through Lowe's end of May/beginning of June. After 10 DAYS the pilot went out and would not stay lit. Turns out there was water getting into the burner. After monkeying around with AO Smith for well over a week, we finally got a new one installed. Literally another 10 DAYS later and the pilot went out again. Same thing, can get it lit but won't stay lit. As soon as we let go of the pilot knob, it goes out. Checked the burned, no water in it this time. Thought maybe an issue with the propane (even though the stove/oven and dryer are all working just fine) as we had an older propane tank. Propane company was great and came out, put a brand new tank and regulator in. No change.
They couldn't get it lit either. Suggested possibly an issue with our chimney. So called a local chimney company. They came out within a couple hours of being called. They were amazing and the owner had actually worked on propane appliances in the past. No issues with chimney and he had no idea why it is doing it either. Tried to call AO Smith tech line once again and got a run around. Said, "Oh well. You need to be right in front of the tank to keep this call going right now as they may need to do a video call." Ok, that's fine (I am at work so I could not do so). Greg, the person at AO Smith I talked to, was less than helpful, would cut me off, talk over me, and his tone was very condescending.
The amount of times in the last month we've been without hot water is insane. If I was a landlord, I would have tenants up my rear end and all of those things, but it seems that since I'm not, AO Smith has no sense of urgency. Thankfully we can boil water on the stove for dishes and are able to shower at family members' homes, but we shouldn't have to. I am absolutely disgusted. I tried to tell him at this point we want the tank removed and a full refund, but he talked right over me without acknowledging. And since I wasn't able to a video call right that second, he wanted nothing more to do with me.
Reviewed June 22, 2026
One of the worst companies I’ve ever had to deal with. Bought their water heater on 6-19-26 and installed it the same day. Immediately through an error code. The company stated the gas control valve needed to be replaced. They gave me two businesses to obtain the part from and gave me a payment authorization code for the company to be reimbursed. First company said they don’t carry the part. The second company said they have the part, but they will not do the reimbursement, because AO Smith doesn’t reimburse them. Contacted the company again, told me to purchase the part and they would reimburse me. Well if you deny reimbursing the company, what makes me think you’re going to reimburse me.
Reviewed June 15, 2026
Junk mixed with/scam warranty made to discourage and disqualify. Lengthy and painful. Just know it is a crap shoot IF it last the length of warranty they claim on the box. Expect ZERO customer support! It's yours when you walk out the door.. Maybe it works. Maybe you got 500$ of scrap.. Good luck.
Reviewed June 13, 2026
Horrible service. They rather children and elderly go with out hot water than honor their warranty and replace a hot water heater saying they need to fix it first and take days to do it. Horrible. Horrible. I want to return the 4 hot water heaters I just bought. Never again.
Reviewed June 10, 2026
My AO Smith 50 gal water heater lasted just over 3 years. Rusted out from the bottom. Complete garbage. Company should be ashamed.
Reviewed May 27, 2026
Worst Customer Service & Complete Warranty Failure! Avoid A. O. Smith! If I could give 0 stars, I would. We installed a brand new A. O. Smith tankless water heater (Model THR-199M) in December 2025. It completely failed in less than 6 months, leaving our household with NO HOT WATER—a total living emergency. Their "manufacturer's warranty" is an absolute joke. Their customer service department wasted days of our time. They provided a list of authorized plumbers under warranty, but every single one of them refused to come, stating our area is completely outside their service range! Because A.O. Smith's service network failed, we were forced to pay $500 out of pocket just for a private technician to diagnose their defective product (Case 19773419). Now, because they have no local plumbers, we are being quoted an additional $1,000 for labor to install the replacement part.
When escalated to a supervisor, they offered a ridiculous reimbursement rate of $65/hour, which doesn't exist anywhere in the market, admitting their own network doesn't cover our area but refusing to take financial responsibility. They are in breach of their own warranty, leaving families stranded without basic utilities. Do not buy their products unless you want to spend thousands of dollars fixing a brand-new appliance yourself!
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.
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