American Standard Companies, Inc. Customer Service Issues

I recently responded to an advertisement for a walk-in tub and spoke with a representative in Houston. He mentioned that I live too far from an American Standard office for an in-home visit but said private contractors could assist. I provided my details, expecting a follow-up. Unfortunately, when I tried to return the missed call, the number was not working. I'm eager to get an estimate for replacing a garden tub with a jacuzzi model in my manufactured home in BANDON, OR [redacted]. The representative assured me I'd receive the same pricing by going through them, but I'm unsure how to proceed now. Hoping for some guidance on how to move forward. Thank you.

I have three American Standard toilets under warranty and require replacement washers for the flush valve assembly. Kindly send three washers to our address on file. Additionally, we need a new flush valve assembly or just the washer for the bottom part due to the water chemicals from the Santa Margarita Water District affecting the washers. Our details are listed under [redacted] for Patrick L. Thank you.

I encountered an error while attempting to complete this online. I am inquiring about the status of an order. A part was supposed to be shipped to me over two weeks ago, but I have not yet received it. I would greatly appreciate it if you could expedite the shipment via express mail. Continuously turning the water on and off for individuals over the age of 68 has proved to be challenging. I am unsure if I previously registered the warranty, so I indicated "no." Thank you for your assistance.

I recently responded to a Facebook ad for an American Standard walk-in tub seeking a price for a client moving into a new home. The ad promised a straightforward price inquiry process, but it turned out to be a frustrating experience with vague responses. They insisted on sending someone to the house without disclosing the tub cost, making it impractical to provide my client with a simple price estimate. These high-pressure sales tactics are off-putting, and it makes me hesitant to endorse their products in the future. All I was looking for was a clear price for the tub, nothing more.

On July 5, [redacted], at 4:23 P.M., I contacted your company regarding walk-in tubs. I spoke with a representative named Laura. I shared my interest in getting an estimate for a tub and mentioned my previous unsuccessful attempts to receive one through emails and texts. Laura proposed putting me on an automated system, which I declined due to receiving too many unwanted calls. She explained it was a legal requirement on her end. Feeling frustrated, I expressed my dissatisfaction with needing to be on an automated system to discuss an estimate. This customer service experience left me disappointed as I believe there shouldn't be a legal obligation for such a process. - David L. Hill

I had an American Standard Heat Pump installed in October [redacted]. Two weeks ago, it stopped blowing air, and when I contacted the original installer, I was informed they no longer service my area. Another American Standard dealer diagnosed a faulty TXV and quoted $[redacted] for labor and $50 for the part. I feel uncertain about the charges and service quality as a new customer. I inquired about a breakdown of the costs but received no response or documentation. I'm seeking guidance on whether the $50 part-acquisition fee and $[redacted] labor cost align with industry standards for American Standard dealers. Any advice would be appreciated.

I recently hired an HVAC contractor to replace my old multi-zone heat pump with separate thermostats. The new system is just for cooling since I now have gas heat. The contractor set up one master thermostat to cool all zones when needed and allocated the other four thermostats for heating. While the heating system is working well, the cooling aspect is problematic. Some rooms now have temperature differences of up to 5 to 8 degrees Fahrenheit, which is quite uncomfortable. I believe that a single master thermostat is inadequate for regulating multiple cooling zones effectively. Your acknowledgment of this issue would be greatly appreciated.

After multiple phone calls, I managed to secure an appointment for September 10th, [redacted], at 10 a.m. When the representative arrived at the scheduled time, my mother, Martha B., inquired about the professionalism of American Standard installers. Unfortunately, after discussing the poor online reviews and difficulty in post-installation service, the representative abruptly left without providing a quote. Despite speaking to four supervisors, the response has been consistent - they will pass it along. I am frustrated by the lack of accountability and desire for a proper assessment and quote. It is essential to have a professional approach, considering the investment made in your products. Please assist us promptly.

I bought a Liberation walk-in tub with an outward swinging door in April 13, [redacted]. Recently, on August 20, a leak began to form around the door. After contacting the service department, I was assured that a repair person would get in touch with me. Unfortunately, when I didn't hear back, I followed up and learned that the repair parts had been ordered. I received the parts promptly but have not yet been contacted by a repair technician. I have reached out to customer service (CJ), who mentioned contacting me within three business days. Is this your usual procedure? I spent over $16,[redacted] on this tub, yet it has been dysfunctional for over a week, possibly two. I hope to have a resolution soon. Thank you for addressing this. - Steve N.

I purchased an American Standard Champion 4 one-piece toilet to ensure efficient waste flushing and a quiet operation. Unfortunately, the toilet I received was flawed. The tank lid arrived broken and repaired, with a loud screeching noise when flushing. A replacement lid provided was unstable on the tank, requiring adjustments. Additionally, the toilet does not clean the sides well after flushing. I had to remove excess material from the tank lid for a proper fit. To address the noise issue, I plan to adjust the flush lever and add a spacer. I hope American Standard can provide a solution for the poor scouring performance of the toilet.

I purchased an American Standard Cadet 3 toilet with a flush valve on January 9, [redacted], to replace my Delta toilet. It was installed on January 15, [redacted], as recommended by my plumber. Despite the replacement, the issue with the knocking sound persisted after about 2 weeks. I attempted to resolve it by bleeding the water pipes to no avail. My plumber suggested that the new flush valve could be faulty, although it's puzzling as the other toilets in the house don't have this problem. I'm unsure if the flush valve is indeed the culprit or if there might be another underlying issue causing the disturbance.

I am experiencing issues with my American Standard bathroom faucet model [redacted] SF. The faucet handle is frozen and leaking in a wide-set three-hole brushed nickel finish, which was purchased from Lowe's about five years ago. The hot water handle has become very difficult to move, and the faucet is leaking continuously. Despite attempting to contact tech support via email twice, I have not received a response. Additionally, I have been on hold for hours trying to reach someone by phone without success. This situation has escalated from a minor inconvenience to a major frustration and source of anger, especially as my house is currently for sale and I cannot show it with the bathroom sink inoperable. I am disappointed in the lack of support from American Standard, as I initially chose this brand due to my trust in their products.

I had two skirted toilet bowls installed 8 years ago with the following numbers from the back of the tank: [redacted] then 79, 4.8LPF, and 1.28 GPF. During a bathroom remodeling project, the contractor removed one of the toilets and discovered two cracks along the seams towards the front, visible inside the tank. I have pictures available to share. The other toilet, which remains in place, also has a similar crack issue with one long crack on it. I used my phone camera to inspect due to limited space between the toilet and the wall. Our plan was to reuse the toilet in the remodel, but the cracks are concerning now. Urgent response is appreciated. Thank you.

I purchased an American Standard toilet (Champion 4149A, 1.6) due to the trusted brand name and the claim about its powerful flushing capacity. However, after a little over 2 years, I experienced issues with only a weak flush. Despite receiving replacement parts from American Standard following complaints, the problem persisted even after my plumber replaced all the tank components. The plumber realized that the water jets were not functioning properly, possibly due to clogging, although they shouldn't have been blocked so soon. While he managed to improve the flush, it still falls short of expectations. The total costs incurred with the initial purchase and plumber visits have been substantial, and it's frustrating dealing with these ongoing problems.

The American Standard Walk-in Tub we had installed on 7-9-[redacted] has been leaking at the door seal since the beginning, as noted by the installer. The door seal has been replaced twice, the handle has been adjusted, and a new door was ordered, but it was the wrong type. Despite these attempts, the door still leaks. I filmed a video showing light coming through the door seams and seal when closed. It's now 9-19-[redacted], and we haven't been able to use the bath function due to this issue. We bought this tub for my wife's health, hoping it would help with her Fibromyalgia and arthritis. Unfortunately, we're left with an expensive shower instead of the relaxing bath we had hoped for.

I had an A.S. shower and bidet installed in my mother's mobile home in early April of [redacted]. After moving in to help her, I realized the tub she was using was unsafe. I paid $12,[redacted] for the remodel. In June, I noticed damage between the bathroom and kitchen walls where water had accumulated due to improper installation. The installer seems to have cut something in the floor during the shower/bidet installation. The company claimed my mother needed to use home insurance, but we found out she doesn't have that coverage. We urgently need assistance to address this issue.

I recently had one of your furnace and AC packages installed, but I am struggling to get assistance over the phone. The dealer who installed it is not returning my calls, and I have discovered it is leaking CO. Due to this issue, I have been forced to sleep in my car. I am a 70-year-old disabled veteran and believe I deserve better treatment. The furnace model I have is S9X1B080U4PSBAB, but I feel it may be undersized for my [redacted] sq ft home. Even with two rooms closed off, it takes an hour to reach the desired temperature, causing high consumption of LPG. Additionally, I am concerned about the evaporator coil labeled "MADE IN CHINA," as I thought your products were made in America. I am eager to speak to an engineer about these issues, but so far, my attempts to obtain corporate information have been unsuccessful. I hope to receive a prompt response and the opportunity to discuss my concerns further with an engineer. Sincerely, J. Beranek.

We purchased the Liberation walk-in tub and had it installed by an American Standard installer. During installation, we were asked to report a cracked handle and other issues later. Months later, we found the handle cracked, several jets not working, and the heater malfunctioning. American Standard sent a new handle on June 16, but follow-up service has been lacking. After contacting them on June 21, no progress has been made. Despite reaching out to customer service on July 11, the issues remain unresolved. It is frustrating to experience these delays considering the significant investment made in the product. The lack of communication and service is disappointing, especially given the assurance of a lifetime warranty. I hope to receive the assistance and support we were promised when purchasing the tub.