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1.0

A NEW DEFECTIVE HOT WATER HEATER

1.0

I purchased an AO smith water heater on 2/17/22 for my rental house which was installed the same day. 5 days later the pilot/thermostat turned off.

I pay $99.00 to have a tech turn on again. On March 12, the unit again turn off. The gas company inspected again and told the thermostat was the issue (faulty thermostat). The gas company technician couldn't believe that a unit lest than a month old was not working, it a shame that Lowes represent a company that manufacture bad quality / faulty water heaters.

The heater would not stay on... therefore I have no hot water... all this in less than a month from purchasing it, I called Lowes and was advised to call AO smith customer service... the worst customer service I have ever talked with.

The customer service appeared to have a script ready and waiting to state all the things it could be. The first person I call gave me 3 names of their contractors, I call the first two and was told they were not available and to reach someone else, one of them told me that they no longer work with Ao Smiths as a result of their horrible service; and said this company is the worse (AO Smith water Heater manufacturers).

I call again Ao Smith to ask if could get my own plumbing company to get the problem fix promptly. I was told by this woman to go ahead and hire a plumber and submit the invoice for reinburment. The plumber confirmed that the thermostat was the issue; unfortunately he didn't have the Thermostat to replace the faulty one.

I call again to let Ao Smith customer service that I need the part to be replace it and to pay me the cost of the Plumber that confirm the issue. The person in customer service is refusing to reimburse me for the cost of the plumber. I ask to give a reference number so I can return the unit, but also it was denied. I have never deal with such a HORRIBLE COMPANY THAT DOESN"T CARE ABOUT THEIR CUSTOMERS.

AO Smith management and customer service are corrupted. I spoke with a man name supposible in management...he was worse that his customer service agents! ETHAN. this man is rude and disrespectful.

I am very unhappy with the outcome of this purchase.... no one should have to repair a brand new purchased unit brought less than a month ago. Also, as mentioned before , I hired a plumber to come out to my home figure it out the problem after I was given the okay by a woman in customer service, and now they are refusing to "refunded".

This was the worst customer service ever!!!! I will be reaching out to media and sharing my story, along with the better business bureau as soon as i can.

User's recommendation: Never buy water Heaters Ao Smith.

Monetary Loss: $275.

Preferred solution: Full refund.

AO Smith Cons: Horrible service.

Location: Pomona, CA

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Dear Customer, Please let us know your registered case ID or contact number to address the concern. You can also connect us through 1860 500 **** /1800 103 **** or write to us at aosmithcs@***.com for any query. Thanks

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