It is genuinely disappointing that a high-quality A.O. Smith water heater is hamstrung by such a poorly executed app. While the heater itself performs well, the iCOMM app is easily one of the worst user experiences I’ve encountered.The Main Issues:• Zero Reliability: The app is "Out of Service" or offline more often than it is functional. It is incredibly glitchy and fails to connect when you need it most.• Dated Technology: In an era of seamless smart home integration, this feels like a decade-old beta project. It’s a shame that a company like A.O. Smith hasn't invested the necessary resources into their software.• Missing Essential Features: Even when it does work, the functionality is bare-bones. It lacks basic data points like the current water temperature vs. the set point or an estimated time to reach the target temperature.What it Needs:To be competitive, this app requires a complete overhaul. I’d love to see:1. Consistent Connectivity: It needs to work 100% of the time, not 10% of the time.2. Energy Tracking: Clear graphs and tracking for electricity usage.3. Real-Time Data: Better transparency on what the heater is actually doing in the moment.At this point, I’d settle for it just being functional. If you are buying an A.O. Smith heater specifically for the "smart" features, be warned: the app is a major drawback.

I am on my third hybrid, hot water heater by AO Smith/state in as many years. The only way I can tell that the heat pump has failed is when the app shows me excessive electric electricity consumption, or of course, if we run out of hot water again. I sincerely regret allowing my plumber to choose this hot water heater for me as each time it gets replaced under "warranty" it cost me more money than I would have saved than just heating hot water the old-fashioned way. The app is off-line so often and requires to sign in frequently that I can be blissfully unaware of yet another heat pump failure. The frequent heat pump failures is really an embarrassment for an American company. To throw entire units into the waste Stream because the heat pump is not repairable. The app exemplifies the apathy of the manufacturer regarding both the appliance and the software.. Customer service is equally unreliable and unhelpful.

Ok let’s go with the assumption that I did everything through the app for access and registration and all worked perfectly. That’s the easy part. I use the app to control settings for my short term rental house. My issue is the amount of times the AO Smith network is down. The frequent message of “you are connected but our network is down” is beyond frustrating. The inability to access and change the mode when guest are about to arrive is unacceptable. If this was a once in a while problem I could live with it. The problem is their network is down more than it’s up. Useless app and the fact that you see the same reviews for well over 2 years and nothing has changed says it all. AO Smith doesn’t give a rip about you once you plunk down your money.

Like others, the app and water heater connectivity are flakey and often fail to work, my AO Smith hybrid hot water heater has broken twice (in just two years), and customer service is awful. The app frequently fails to connect and lately doesn’t even let me log in. Customer service just takes stabs in the dark and tells me to reconnect the heater to the network (not the issue) or wants to delete my profile and make me start over (when I did nothing to corrupt my profile). They don’t how what is wrong so they throw work at me instead of fixing anything on their end. And the hot water heater keeps having the compressor go or so it runs continuously using lots of electricity) without heating the water. Junk. Pure junk.