Business ProfileforAmerican Water Heater Group
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Headquarters
- 500 Princeton Road, Johnson City, TN 37602
- BBB File Opened:
- 10/1/1993
- Years in Business:
- 32
- Business Started:
- 7/1/1992
- Business Started Locally:
- 7/1/1992
- Alternate Business Name
- U.S. Craftmaster Water Heater Company
- Contact Information
Principal
- Mrs. Brenda Hamilton, Manager
Customer Contact
- Kenny Dick, Manager
- Mrs. Brenda Hamilton, Manager
- Additional Contact Information
Fax Numbers
- (800) 999-5210Primary Fax
Phone Numbers
- (423) 283-8000Other Phone
- (865) 111-1111Other Phone
Email Addresses
- Primary
- (800) 999-5210
Customer Complaints
65 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Customer Reviews
7 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Wing L
1 star09/20/2022
I called AO Smith the next day and was informed that I could not get a refund on the unit as they needed a technician to first try to repair the unit. I did not feel this was acceptable and demanded a refund because 1) I have had 3 issues with your heaters in the past, each time costing me XXX-XXX dollars for a contractor to inspect the unit; 2) I do not have confidence in the water heater and I consider it a safety issue with my two young children; 3) it was defective out of the box and I can't even imagine what else is wrong with the unit.
In addition, their customer support yelled at me when I asked to speak to their supervisor to get additional support. I was really surprised and offended by this and indicated that I would post my concerns on social media, they simply replied by telling me to "go ahead". Taking their advice, I have been posting on Twitter, tagging AO Smith, Lowe's and their CEO, of my concerns. My hope is that I can inform at least a few individuals of the dangers from purchasing an AO Smith water from Lowe's.
This is a scam and they should not be allowed to stay in business if they expect customers to accept a device that is non-functional out of the box and expect customers to be fine with an unsafe water heater. If I had known that I could not return a brand new but defective device, I would not have purchased AO Smith!
American Water Heater Group Response
09/22/2022
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