American Water Heater Reviews

I purchased this hot water heater three years ago. I have had multiple issues with the pilot light going out from the first week after installation. I have had the three primary parts replaced, and was responsible for shipping and labor for every visit the plumber has had to make. When I requested that the shipping be covered because I obviously had a bad unit, I was told no. The unit has never worked, and I continue to have problems with it.

I had an American Water Heater for about 5 years when it started leaking out of the tank. They replaced it with a new one but it started leaking within the first year. When I called to report I was told the warranty on the “new” one is linked to my old one and the warranty ran out 2 months ago. I ask if I could talk with a supervisor or anyone who could help and she calmly told me no and there’s no one else to talk to. Less than a year old and wouldn’t even discuss. Definitely my last American Hot Water heater.

It's December 18th in Michigan. My water heater broke down. I called American Water Heater for a replacement part on the 19th of December 2022. They gladly ordered the part, charged me an extra $38 for express delivery, I asked "Do you want my email for the confirmation that it's been shipped?" Their reply was "we don't do that, just call back." I called Wednesday December the 21st and asked if they could give me the confirmation number or tracking number because the part hadn't arrived yet. The customer service representative explained that the part hadn't shipped yet. I asked when it would ship, he said "I don't know. It's a made to order part." I asked what that meant and was told that there was no way they could tell when it would be shipped or when I would get it, he did however, offer to refund my express shipping cost. My recommendation is not to deal with this company or buy their products "PowerFlex" water heaters.

Cannot get hold of them on phone. Been waiting for 2hrs. They just don't care! Tried calling again and again. No reply. Been trying for 3 days. My heater pressure relief valve is not working and I am leaking water.

Bought water heater with warranty 2009 - heater leaked - they agreed to replace but no plumber would take their job - so they offer 419$ only - can't buy water heater for that price - do not buy heater from this company - useless customer service.

I purchased a new house built by D.R. Horton. The house came with a preinstalled water heater. The water heater failed with internal leak exactly in less than three years. I called the American Water Heater Company and they agreed to provide a replacement water heater. They referred me to Northside Plumbing to get a similar water heater. Their supplier (Northside) is now asking $60 for the paper work and the original tag attached to the water heater. The total cost to get it installed, get the tag from the original heater (making two trips) and installation is more than getting a new water heater from a different manufacturer. Never purchase any product made by American Water Heater which is now owned by A.O. Smith.

Absolutely horrible products. They fail (leaking tanks) every couple of years and when it comes time to stand behind their product, they do not. They blame the issue on something else like high water pressure...really? On a well? We are lucky to get to 50PSI...the water is filtered and softened...you really can't get better than that. Never again, Will switching to another brand.

After fighting tooth and nail to warranty a faulty heater for my customer I was told that with no one in our area distributing these heaters I had to eat the additional cost to replace something that should have been warrantied. The heater was not even 5 years and old and was leaking through the tank. The service was awful and as a Plumber not worth the time it took to sort out the problem for only a fraction of the cost of a new heater to replace it with. I know we refuse to treat our customers this way so I am baffled to see a company like this so comfortable with it.

Our water heater is 5 years old and has a issue with the airflow turning the pilot light out. I called the 1-800 number and customer service was very helpful, helped get my pilot light back on, and even had me send in photos of the unit to fix any issues to keep this from happening again. It can be rough taking cold showers but thankfully this company helped us not have to do that.

Have a 30 gal, started leaking after about 4.5 to 5 years. Called, great at giving rma, but, needs a licensed plumber to exchange the unit, and have to find a place that sells them That would defy the use of having a warranty. The cost to have the plumber take it back, is not worth the hassle to just be gouged with purchase of a new one from a decent company that can simply just exchange it. Just go to the large chain store and get one. They just do not make them like they used to.