ComplaintsforAmerican Standard - LIXIL Americas

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The bathroom sink faucet stopped working. I bought a new American Standard cartridge for the model and it still didn't work, no water flow. I called their warranty phone number to ask for warranty replacement on the faucet. I sent photos and proof of purchase. I was not sure of the model number. The agent suggested " the handle looks replaced" I said I don't know but if it was replaced the builder did so with a brand new unit. Then she sent me what she thought was the model number and said since I replaced the handle the warranty was voided. The warranty rep Julie took what I said out of context to suit denying my warranty. Model # 4508101.295. I want the faucet replaced.

  Business response

  10/23/2024

  Hello Mr. *****,

  We have taken a look at your warranty case, and will contact you directly to come up with a solution that works for you.

  Thank you,

  Customer response

  10/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They did resolve the original request and honored their warranty.  The second rep, Stephanie was very helpful!
  
  Regards,
  
  ****** *****

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new shower put in on May 2024.We have no shower because they did a poor insulation and the has not working for 5 months because of the insulation is poor and leak we have 2 story home can you help me

  Business response

  09/19/2024

  We regret any misunderstanding regarding our customers request for service. Our records indicate that we performed service in June and our service tech contacted our customer in August for your additional service but our customer declined service. Further we spoke with our customer again in early September. 

  We stand behind our limited lifetime warranty, to address manufactured product defects and defects in workmanship. 

  We will have a customer service representative reach out to our customer again to better understand her concerns and arrange warranty service if required. 

  Customer response

  09/26/2024

  
  Complaint: 22310354
  
  I am rejecting this response because: American Standard is lying when the installation was first started the first *** had a hard time installing my shower he was by his self his partner was fired he said he was going back and forth to ********** inner wall of the shower was supposed to be 3 pieces my shower has 6 pieces with 3 seems and supposed to be 1inch from the ceiling it's nothing like the contract says the 1st shower door was off and there was leaking so the Merced County refuses to sign it off so the second *** and his partner came out the shower do6 was reorder but the problem was the ordered the same size shower door it wasn't going fit so my husband made a appointment for the ********* to come out to measure the shower for the third door  the ********* said he will order and come out that's that so talk about wall of the shower remember said it's supposed have 3 pieces there is 6 pieces with a semi there is a crack on the wall of the shower and the ********* caulking it caulking the frame sloppy work and this is costing me ********* dollars and to fix it they want to charge more money our shower has not been for going on 5 months no showers no nothing can you please and try to help and the second ********* said the first *** that worked on my shower was fired. Thank you
  
  
  
  Regards,
  
  ******** ********

  Business response

  10/07/2024

  Our customer service manager is working with the customer to find a solution that will suffice. Our notes indicate that we spoke with the customer explaining why the material the customer originally ordered and we installed could not be installed as the customer had originally required. On 10/1/24, our customer service manager provided an alternate material that could be used for replacement for the surround that was originally ordered and installed. The customer may have responded to the customer service manager regarding the alternate material but the customer account does not yet indicate a response. Although some of the solutions our manager has provided the customer are outside of the warranty and thus consider an accommodation we remain committed to assuring fulfillment of our written agreement with our customer and stand behind the limited lifetime warranty. If our customer has not responded to the customer service managers, we encourage her to do so at her earliest convivence. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The tub and shower was installed on 3/2/24. The cost was: $17,921 They had a lifetime warrantee on the installation. They had any issue with the install would be covered as long as I was the owner. The shower valve handle to control the water temperature has fallen off and I cannot get it to stay on. I have called the main office 3 times. They said a contractor would call me back, but they never did. This is really disappointing. It very hard to control the water temperature with out the handle attached and time I take a shower and scald myself. I know other people that need to get there showers remodled, but due to this poor service I will recommend against using American Standard. I would like American standard to fix my temperature valve problem as promissed.

  Business response

  09/13/2024

  We apologize for any inconvenience and have escalated your request to management. Please allow 48 for a response. 

  Business response

  09/24/2024

  A service repair agent has scheduled a date for the service with the customer. Any questions should be directed to customer care @###-###-####. thank you

  Customer response

  10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  American standard scheduled with me for a worker to come and fix my shower handle.  The prerson came today and installed a handle of a different style, but it did fix the problem.  So, they have fixxed this issue to my satisfaction. 
  
  Regards,
  ******* *** *** *****

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the American standard toilet and every since I purchased it, it has been leaking and causing problems with the water bill and they tried to send me different flappers and everything to repair this toilet and this toilet still leaks and the design or whatever is not right, and I want them to replace this toilet And they could help me with this excessive water bills that ive been getting

  Business response

  08/07/2024

  Hello ******************,

  I am sorry to hear about the issue with your American Standard product, we will contact you directly to come up with a solution for your toilet. However, we are unable to compensate for water bills.

  Thank you!

   

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an American Standard liberation walk-in Tub installed 10/18/17. Over the years I have had problems with it I call they send parts and eventually come and fix the tub. On 6/11/24 I found that the tub was leaking my floor was damaged I took care of that. I immediately called American Standard they sent parts and sent repair person on 6/19/24 to fix issue but it was not fixed still leaking. On 6/21/24 called to report tub still leaking on 7/16/24 repair person fixed again it seemed to be fixed but on 7/28/24 realized that tub was leaking still/again? So I called again on7/29 /24 requested to speak to a supervisor none available asked to have one call me no one has called. I want this tub fixed it has a lifetime warranty it needs to be fixed correctly or replaced. I have been without use of this $14,000 tub since 6/11/24 basically.

  Business response

  08/01/2024

  We regret the delay. We have escalated your account to a manager to review, to assure the appropriate actions have been taken and to expedite a return. 

   

  Customer response

  08/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

  Customer response

  08/09/2024

  
  Complaint: 22079081
  
  I am rejecting this response because: I am writing to inform you that American Standard tub company has done nothing to get my tub fixed. I have reached out to them,  I was informed that parts were shipped but did not receive a tracking number. I called American Standard back after not receiving the parts on Wednesday they informed me that they could not verify that parts were shipped or give me a tracking number.They told me they would call me back but I have not heard a word. 
  
  
  
  Regards,
  
  *****************************

  Business response

  08/09/2024

  We regret that our customer finds our response dissatisfactory. We are committed to locating and resolving all issues covered by warranty. In our last visit the repair agent determined all repairs required had been properly executed. We currently have a return ticket open and are working to respond promptly. Please call our service organization @ ************ option 2 for up-dates or questions. 

  Customer response

  08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Mostly satisfactory.
  
  Regards,
  
  *****************************

  Customer response

  08/26/2024

  
  Complaint: 22079081
  
  I am rejecting this response because: I received the parts on 8/19/24 the repair person was scheduled and came on the 22nd of August to repair the tub yet again. Repair person advised me to wait the usual 24 hours as he has after each repair he has done so far, I waited 48 hours for sealant to dry giving extra time to ensure the sealant was completely dry because repair person told me he had applied the whole can of sealant to be sure it would not leak anymore! I used the tub on 8/24/24 in the evening and checked under tub and found it was indeed still LEAKING!! I need my tub repaired correctly. I want a tub that does not leak. My floor is being ruined again! PLEASE HELP ME GET THIS ISSUE RESOLVED!!!
  
  
  
  Regards,
  
  *****************************

  Business response

  08/26/2024

  We regret that our customer is experiencing this issue. In our service notes from the 16th of July we believed we addressed the leak. Notes from our service visit on the 22nd indicate that the leak was not evident. I do not see that we have been contacted by the customer since our visit on the 22nd. However we will reach out to the customer before close of business the 27th. We can appreciate how frustrating this must be and are committed to resolving any and all warranty issues. Our contact # is ************, option 2. 

  Customer response

  08/27/2024

  
  Complaint: 22079081
  
  I am rejecting this response because: I spoke to ************************* on 8/27/24 @ 4:30 pm after receiving the message that I would be contacted before the close of business today 8/27 and had not heard anything from American Standard. I explained how frustrated I am with this Lifetime Warrantied tub still leaking after 3 times not being properly fixed. It was discussed about the possibility of having to bring the Attorney General into this issue because of American Standard's having an F rating. At this point ***** informed me that if that was done their legal team would get involved and that it could halt any further action while legal sorts it out, I interpreted this a serious threat and an attempt at intimidation.
  
  
  
  Regards,
  
  *****************************

  Business response

  09/03/2024

  Service is currently pending. If there is a way to expedite the service call we will make every effort to do so. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an 8 jet Eliger whirlpool tub and after installation only 4 of the jets work. . I looked it over and found one of the hoses leading to the pump was kinked in 2 places. I figured out a way to eliminate the kinks but the jets on that side of the tub still do not work. I contacted American Standard and communicated my issue. I was first told they would send a repairman to fix it. The next day i got an e-mail saying they did not have a service tec in my area and they would send me replacement jets for the4 that will not adjust and i would need to find someone to replace them and do the other repairs to get the other jets working properly then they would reimburse me up too $300 for the service call. I complained that I should not have to search for someone to fix their defective product then pay them and wait for a payback. As someone with engineering and mechanical background I offered to repair it myself because I believe I know what is wrong , if they supplied the four replacement jets and sent me a check for the $300 they said they would pay the person I might find to do the work. They told me they could not send me that check , It had to be to a business. But if I could fix it they would send the parts. . I told them I would not make the repairs to their defective unit for free and they would need to send someone out of my area to make the repairs..

  Business response

  08/12/2024

  Hello Mr. ********,

  I am sorry you have had an issue with your Eliger whirlpool tub, we have processed an order for the replacement parts as well as the requested refund.

  Thank you!

   

  Business response

  08/21/2024

  Hello,

  You mentioned additional parts, that replacement order was placed and shipped out to you as well with an expected ship date of 8/22/24.

  Thank you!

  Customer response

  08/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  **** ********

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  American standard has not made good on their warranty. They have not supplied the correct part for my water heater which was installed 1/6/2021 in one case - the thermostat- and for a second part that we requested under warranty - the pilot light generator kit - , they continue to tell me that the part is unavailable. They sent out one part and it was the wrong size - double insulated 2 thermostat. That is case 1. Case two failed to add the pilot generator kit and they keep saying that they will send me the right size of the thermostat but have yet to do so. I have spent hundreds of dollars out of pocket to repair my water heater so that my family, which includes three daughters, could have hot water.

  Business response

  07/30/2024

  Hello *********************,

  American Standard does not support AS Heating.

  Thank you,

  Customer response

  07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed an American Standard shower base about two years ago. Ive try least six months the finish keeps getting duller. Over the last couple of months the shower base just keeps getting more stained. All the warranty department says is clean it with S*** and Span. I have tried to explain that I have cleaned it and nothing is working. My tile grout remains white, I have a tub and another shower that remains as white as when they were installed. They initially tried to say I had minerals in my water. But yet I have no issue with anything else including the white grout. The shower looks horrible after I spent $15,000 on this bathroom. They would not even assign a case number and the customer service rep would not take my call. She did not even respond to let me know that she sent it to a supervisor. Then responds to tell me that the supervisor agreed that I need to clean it with S*** and Span. Like I am an idiot.

  Business response

  07/09/2024

  Hello,

  I am so sorry that you are having an issue with your American Standard Product, We will reach out to you directly to come up with a solution that works for you.

  I believe there has also been a service ticket set up to have an agent reach out to you as well.

  Again, we are sorry for the inconvenience.

  Thank you

  *******

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid American Standard ********* for a shower remodel in June 2023. Two weeks ago the grab bar that is used for getting in and out of the pulled out of the shower wall. I called the ******************* and was told that a service technician would be calling me within two days to set up the repair appointment. That was two weeks ago and so far I am still a disabled Vietnam Veteran risking falling in my shower. The last call I made was two days ago and I was promised that I would be called yesterday morning. Still waiting.! I used this company because of the American Standard name and a Lifetime Warranty. This is becoming a nightmare.

  Business response

  06/18/2024

  We apologize for the delay. We are working to arrange your repair. ******** care manager has been informed and will be following up to help expedite your service. 

  Customer response

  06/18/2024

  
  Complaint: 21857785
  
  I am rejecting this response because:
  
  I am a disabled Vietnam Veteran and I deserve better treatment. I paid for this installation upfront without financing. I chose this company because of the name American Standard. This is not what I would expect from a Lifetime Warranty 
  
  Regards,
  
  *********************************

  Business response

  06/26/2024

  Per the customer signed service ticket Service was provided on 06/25/2024. No additional issues or requests are pending. Please call us @ ************ Option 2 for any questions or additional requests. 

  Thank you. 

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American standard charged is $10,000 for a new tub/shower. They destroyed my bathroom. They glued up cheap walls and caulked the joints. The walls were 14” higher than what the contract stated. The tub was supposed to be a deep soaking tub with a 17 1/2 inch soaking depth. The entire depth of the tub is 17 1/2 inches with a 15” inch soaking depth. I need a deep soaker for a health issue. The tub outer dimension was to be 32”; it is 30 1/2. We complained a couple of times during installation. They kept telling us to just “let them finish and see what you think.” We did let them finish and we are still VERY unhappy. Now, American Standard told us too late. It’s your now. Looks like a $2000 job. The cleaning lady was just wiping the fixtures and the handle fell off!

  Business response

  04/28/2024

  We regret that your experience was not as expected and you are not satisfied with your purchase. Our notes indicate that you have spoken with our regional manager on 4/26 and he is assisting with your issues. It is always our goal to deliver the products you requested as specified in your contract. If there are issues with the quality of workmanship and or you have product with defects these are covered by the warranty we have provided. We will correct or address each under the warranty. Please do not hesitate to call our customer care center for warranty support @ ###-###-####. 

  Customer response

  04/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They are not assisting in resolving this matter. They basically told us “too bad.” We have a contract for certain dimensions. They didn’t satisfy that. They told us “to just let them finish, before we decided whether we like it or not.” We do not like it! It is hideous looking and not to contract specifications. Now, the handle to the water has fallen off. I have been three days without a proper bath. No customer service. 
  
  
  Regards,
  *** ******

  Business response

  05/01/2024

  We understand our customer is unhappy. We are committed to meeting the terms of the agreement we have with our customer, providing the products and services that are specified in the contract we have with the customer.  With regards to product defects and workmanship we stand behind our lifetime warranty and will correct, repair or replace any issue covered by the warranty. Our regional manager has spoken with the customer as well and we have a set return date with the customer. 

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