ComplaintsforAmerican Standard - LIXIL Americas

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a hvac unit 3 years ago from American standard and had it installed by a professional. Last week the blower gave out and since its under warranty, the part has to be gotten through one of their dealers. This happened on Wednesday of last week. At first they told us it was in ***** and was arriving on Friday. Then, when Friday arrived it wasnt there they told us it was coming Monday. Then they said Tuesday and now they are saying Thursday. I offered to go get it from ***** myself but they will not give it to me. I called customer service 5 times and was hung up on 3 times. I live in ******* and my house is unloveable without ac. I need them to offer a solution ASAP and this was my last resort

  Business response

  04/24/2024

  American Standard Heating & Air Conditioning is a different company than American Standard **** and unaffiliated.

  Please refer to their online Contact information for more assistance: ***************************************************

  Thanks,

  American Standard Consumer Connections

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2023 my bathroom was completed redone. I purchased a new American Standard "Acti Clean" two-piece toilet from ProSource of Valley Forge. Per the manual, it's a 714AA/214AA Series ActiClean. It has a soft close toilet seat with lid. By December something in the lid has broken and it now slams down instead of soft close. ***** ***, the employee from ProSource worked with American Standard to get me a replacement. Unfortunately, the toilet seat I was sent is incorrect. Now, I am not getting any help. ***** sent in the proof of purchase so you should have it on file. I can send you back your incorrect toilet seat you sent me, it's been 4 months of horrible, outsourced customer service. I'd like someone within the ** with knowledge to my case to call me.********************* email is ***************** Mine is ************************* My cell is ************

  Business response

  04/18/2024

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

  Sorry to hear the toilet seat was incorrect, we will contact you directly to discuss the incorrect item being shipped out to you.

  Thank you

  *******

   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IN AUGUST OF 2021 I PAID OVER $17,000 FOR A LIBERATION WALK IN TUB. I THOUGHT THAT AMERICAN STANDARD WAS A GREAT COMPANY!! BOY WAS I WRONG!!! THEY ADVERTISE LIFETIME WARRANTY BUT THEY DO NOT HAVE ENOUGH HELP TO DO THE REPAIRS. YOU CAN SEE PIECES OF THE PAINT THAT IS PEELING IN THE BLACK TAR LIKE GLOBS THAT COME OUT OF THE JETS. IT IS SO DISCUSTING!!!! MY DOCTOR HAS TOLD ME NOT TO USE THE TUB BECAUSE OF ALL THE INFECTIONS THAT I HAVE BEEN TREATED FOR. THIS HAS CAUSED ME SO MUCH PAIN AND MY MEDICAL BILLS ARE PILING UP. MY HUSBAND HAS ALSO HAD SOME HEALTH PROBLEMS. I FEEL LIKE WE RECEIVED A DEFECTIVE TUB THAT HAS HAD ONE PROBLEM AFTER ANOTHER. THE ORGINAL DOOR WAS BROKEN WHEN I RECEIVED IT AND I HAVE HAD TO HAVE A FEW HOUSECALLS TO REPAIR OTHER THINGS. I CALLED EARLY IN MARCH COMPLAINING ABOUT THE BLACK GLOBS AND NEVER RECEIVED A CALL BACK FOR SERVICE. ON MARCH 31ST THE TUB STARTED LEAKING SO BAD THAT IT WAS "RAINING" IN MY DOWNSTAIRS BATHROOM. I CALLED FOR SERVICE ON APRIL 1ST AND THEY TOLD ME THAT I HAD TO WAIT UNTIL APRIL 10TH. NO ONE SHOWED UP FOR THE REPAIR NOR DID NOT RECEIVE A CALL FROM ANYONE TELLING ME ABOUT A DELAY. I HAVE HAD TO CALL THE COMPANY TO GET UPDATES AND I AM TOLD THAT THE REPAIRMAN IS WORKING ON AN INSTALL AND CANNOT MAKE IT. THE LEAK HAS CAUSE MAJOR DAMAGE TO MY DOWNSTAIRS BATHROOM AND HALL CLOSETS. MY INSURANCE COMPANY TOLD ME THAT I BETTER STAY ONTO OF THIS BECAUSE OF AMERICAN STANDARD POOR SERVICE. THE LEAK HAS ALSO CAUSE ELECTRICAL PROBLEMS. MY INSURANCE COMPANY NEEDS TO KNOW THE CAUSE OF THE LEAK SO THEY CAN PROCEED WITH MY CLAIM. I AM FEARING THAT THERE IS A MOLD PROBLEM CAUSED BY THE LEAK BECAUSE OF A COUGH THAT I HAVE DEVELOPED. I AM SO DISSAPOINTED WITH MY PURCHASE.

  Business response

  04/13/2024

  We build and install our products with the greatest focus on quality and reliability and is one of the reasons we provided a limited lifetime warranty for product defects and workmanship. Our records indicate that the last service request has been received and scheduled. Our customer service manager will follow up with the customer following an up-date on the completed service. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 01/02/2024, I signed a Custom Remodeling Agreement with American Standard **** Services and made a $2000 down-payment for a bathtub remodeling. Several days later I contacted the representative to change the project and later I contacted the company to cancel the project all together and requested a refund of my down-payment. I've attempted numerous times to get a status on my down-payment without success. I was told that the matter was sent to person that handles refunds and to date, I've not been given any feedback at all, what so ever. I've also attempted several telephone numbers and spoken to several departments in order to get their corporate office or their legal department, also without success. I was also told several time that this matter was escalated and that I would receive a telephone call from someone and to this date I've not received a call from American Standard. What I have told is that either; the person that handles refunds no longer works there, the company went to a new system, the new person that handles refunds is out of the office, just got back from vacation and probably has not gotten to my case.

  Business response

  03/12/2024

  We regret any misunderstanding regarding the refund of a deposit. As the agreement states you may be required to pay up to 15% of the agreement purchase price if you cancel after the first 3 days. However, your request has been escalated to the appropriate VP to review and address. 

  Customer response

  03/14/2024

  
  Complaint: 21399922
  
  I am rejecting this response because: I was not verbally advised of any such cancellation policy, as referred to in the company's response, by anyone in or associated with American Standard during this process. Further, I have been attempting to resolve this matter with this company for several months. In that time and to date, I have not received any information at all what so ever, as to what the company intends to do with my refund. 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a walk-in tub installed and a shower redesign. After the work was finished, I noticed gouges and scratches in my drywall, gaps on the floor and the shower was installed with the walls do not have 90 degree angles. The grab bar was not installed. I called to report this within a month and they said they would send somebody out to fix the problem. I notified them that I did not want the same person to come and fix them. A few months later I called them again to let them know that the repairs had not been done yet and that a panel on the bath tub had fallen off. Again, they said they would have somebody come out and fix it. I called back this morning and was told that the service representative would call me back because she was busy. Still no call from the service representative. i also called their **************** ************** to file a complaint and selected "0" and was immediately hung up on. If they're not going to fix this problem, I would like my money back plus any funds I may need to fix the drywall. Now my shower door is ready to fall off.

  Business response

  02/19/2024

  Thanks for bringing this to our attention. 

  Your information has been escalate to our customer care manager. 

  For future reference our correct phone # is ************, option 2. 

  Please allow 2 business days for an up-date. 

  Customer response

  02/23/2024

  [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.
  
  Regards,
  
  *****************************

  I received a call from American Standard and they set up a date to come out and make the repairs, if this appointment is not kept, I will be reporting them again.  Thank you

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two weeks after installing a shower remodel all four shelves came loose from the glue. I called service. That was two weeks ago and they said contractor would call and come back to do a repair. No contractor called. After calling the service center daily over the past two weeks and getting the runaround they said they would find a new contractor. They never called. Poor installation, poor service. Ive been calling ************ since the shelves came down and have been getting a run around. Theyre the ones that tell me a contractor wii call within a day and it never happens. Theyre the ones that tell me a supervisor is unavailable. They have been no help

  Business response

  01/25/2024

  In review our your service request we do apologize for the delay. We are committed to addressing the issues you have reported and working diligently to respond. 

  Customer response

  01/25/2024

  
  Complaint: 21194682
  
  I am rejecting this response because:they have been telling me for over two weeks theyre working on the problem. Everyday over that over two week period they said a contractor would be in touch with me in 24 hours.  They also said theyve contacted three contractors but no one contacts me. They also give me the runaround when I call their service center. This company does not live up to its sales promises or its warranty 
  
  
  
  Regards,
  
  *************************

  Business response

  02/19/2024

  We currently see all issues resolved, there are no pending repairs. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have an ******** tub filler with hand spray from American Standard. The hose of the hand spray (or shower) broke and it cannot be replaced, as neither the existing hose can be removed from, nor another one inserted into the holder. Since the hose needs to be replaced from time to time, it is a faulty design. Plumbing suppliers confirmed that this is a unique design problem. One solution they offered was to replace the hose together with the holder, but this item has long been discontinued. American Standard sent me a part number claiming that hose unthreads and can be replaced. It was, however, an identical unreplaceable hose. The only other solution is to replace the entire kit, but that would require new plumbing, as no other kit has the same connections. Thus, replacing a $30 shower hose would cost us about $700! Yet, so far American Standard did not help and did not take any responsibility for their faulty product.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment with American Standard contractor for an estimate today.I told him I have a ******** approval for a walk in tub which will aid me with my disabilities.He said ******** ******** require itemized estimates which they do not do.I said how do you stay in business without giving itemized estimates? He promptly walked out.American standard is discriminating against people on ******** and ******** with disabilities.

  Business response

  01/16/2024

  Thank you for considering Safety Tubs/American Standard for your bathing needs. We regret that we were unable to meet your requirements. The information you shared has been provided to the appropriate leader for follow up. Safety Tubs provides a contract that meets all regulatory requirements and is customer friendly. The contract includes a list of the service and products the customer has requested as part of the total project as well as purchase price including install services. We do attempt to provide the information required by our customers, however due to the potential # of 3rd party finance companies or funding agencies our customers have the option to use we may not be able to accommodate every request.  

  We would be happy to have one of our sales team members to follow up with you if your would like. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract (57472) to purchase a walk-in tub on 9/19/23. The company promoted a superior quality product with superior service during and after the sale. I paid a deposit of $2000.00. An installation date was scheduled, which was cancelled by the subcontractor installer the day before installation. Another installation date was scheduled that was also cancelled by the subcontractor the day before installation. The company's poor service and communication has made it impossible to feel confident that we will receive satisfactory service if any issues arise after the installation. I've decided to cancel the contract and purchase from a different company. I've sent several emails and made numerous phone calls in an attempt to receive my deposit back. I am NEVER able to speak to someone in authority regarding my refund and have received no response to any of my emails. I have left several messages regarding the status of the refund and am always told someone will get back to me via phone or email, and I have NEVER received an update. It has now been over six weeks since we cancelled the contract and are still waiting for our refund. This has been a terrible experience. I was willing to pay top dollar for a superior product with the promise of superior service and support. I do not believe this company held up their end of the contract, and all I am seeking is a refund of my deposit.

  Business response

  01/03/2024

  Your request has been escalated to senior leader for review. Our agreement with our customers contains a clause that if the project is cancelled after 3 days from date of sale, the customer may be accountable for a restock fee. Your project appears to have been cancelled beyond the 3 day allowance, after product was built for you and shipped.  Please allow 5 business days for review. 

  Customer response

  01/03/2024

  
  Complaint: ********
  I am rejecting this response because:
  The reason I cancelled was because installation was cancelled TWICE by your subcontractor, not me. You are responsible for your subcontractors and the fact the product needs to be restocked is because of the lack of confidence I have in service after the sale of YOUR subcontractor. Have them pay the restocking fee (that you didn’t even define how much).  Additionally, I was told my refund was being submitted as a full refund request with no discussion afterwards. You can’t take people’s money and then just not show up to perform the work. Don’t you care about the customer at all?  
  
  
  Regards,
  **** *******

  Business response

  01/05/2024

  Thanks for sharing. As previously stated your request is being reviewed by leadership. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted American Standard inquiring about their lifetime porcelain warranty as I noticed a crack in the bowl of our toilet. I received a reply on December 4 from Karen R****** Her reply seemed receptive and had a couple of questions about our unit for replacement. I answered her questions and then never heard from her again. I reached out on 12/04, 12/07, 12/13, and 12/21. I am concerned about the safety of our toilet having a crack in it

  Business response

  01/03/2024

  We apologize for the delayed response -- according to our records, we see that this case is now resolved based on a team member placing a replacement order after connecting with you directly.

  If you require further assistance, please feel free to call us from 9-6 EST, Monday through Friday at ###-###-####. Thank you!

  Customer response

  01/03/2024

  [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,
  **** *****

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