Drove over and walked into this spot after calling and being told they wouldn't answer questions over the phone, to find the counter roped off with a stanchion and one guy sitting behind it who quite literally wouldn't look at me or say a word. When I finally forced the situation by saying "hello?" He just mumbles, "20 minutes." I say "what?" And he says "be with you in 20 minutes." Nothing going on. Nobody else in the store. No one doing anything. I walked out and made my purchase at the Chinese place instead. While I sat out front writing this review. I watched three contractors drive up, walk in, walk back to their trucks and leave, clearly having gotten the same treatment and decided not to give these guys their business.

Google Review

Submitted by A.c. Cortes on Sunday, May 26, 2024

1 Star Review by a.c. cortes

Overall

Purchased an A.O. Smith water heater from AF Supply because first convenience (I live next door to the Brooklyn location) and second because as the salesman put it “No worry, hassle free warranty exchange”
Sooner than expected my unit failed. A.O. Smith covered the faulty unit under warranty. I received an RA number which in my case, covers the defective unit. I go back to my neighbor AF supply with every document needed to pick up my replacement unit, and Nacimm, the person that handles warranty issues at this location said that he would not handle my claim unless I paid him $250.00
He said that it’s the processing fee for warranty claims.
ARE YOU SERIOUS?
A $250.00 PROCESSING FEE? WHY?
THIS IS UNACCEPTABLE!
When I purchased my unit from AF, this $250.00 fee was never discussed or even mentioned as part of any process or warranty claim.
This is a deceptive practice that needs to be looked into and thoroughly examined from top to bottom.
When I purchased the unit I was sold on the no hassle promise but being blindsided by this 250.00 surcharge is not only a hassle, it’s HIGHWAY ROBBERY!
That is about half of what it’s going to cost me to install the replacement unit.
I will be reporting this incident with the BBB ASAP!

Google Review

Submitted by Dr 67 on Saturday, Apr 13, 2024

1 Star Review by dr 67

Overall

Went to AF Supply via AO Smith Water Tanks on a warranty for a Hot water tank.
I waited for the manager and when he responded, I explained that I was sent over by AO Smith on a warranty of which he replied that I was supposed to call him and not appear at his store.
I answered 'well....I am here because I was told to come over and I wouldn't know what he required unless I was told beforehand?!

So, Despite AO Smith Co. providing a return authorization number and me having all the receipts of purchase and valid warranty policy paper work, AF Supply refused to accept the return because according to the manager, the warranty and return policy is AO Smith's terms and not
AF Supplies responsibility and that they do not have to honor the warranty.
Needless to say I was taken aback by his rude and dismissive behavior.
I reached out to AO Smith Co. and reported what I unfortunately was subjected to at this establishment.
I was told by AO Smith customer service that AF Supply can indeed reject the warranty but they (AO Smith) would buy back the water heater since AF Supply could not accept the return.
Wish they had informed me of this option in the first place when we spoke initially, I would have never set foot in that rat hole to begin with!

Google Review

Submitted by Wu Huang on Wednesday, Dec 06, 2023

1 Star Review by Wu Huang

Overall

They charge 35 dollars plus tax for a warranty replacement part( the part size is very small), which i picked up at their location. Their justification was “it’s to cover our storage and shipping cost”. Also rude customer service, save yourself the trouble and shop else where.

Google Review

Submitted by Louie Vasquez on Friday, Dec 01, 2023

3 Star Review by Louie Vasquez

Overall

Had to do a return on my A.O Smith water heater, and was done quick by Nacim who was a professional over the phone and helped me out to get a replacement asap. Now my issue was that Nacim was vague on the process of the return, he just emailed me a Brooklyn address. That’s it! So I had my guy take the old water heater over there and when my guy go there they said all they needed was the sticker! Also, they charged me $220.00 fee? I have no idea for what? I mean they had the replacement so I needed it right away.

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