Complaints

This profile includes complaints for American Standard - LIXIL Americas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Standard - LIXIL Americas

  30 Knightsbridge Rd Ste 301 Piscataway, NJ 08854-3948

• 

  American Standard Inc

  605 S Ellsworth Ave Salem, OH 44460-3743

• 

  American Standard Brands

  41 Cairns Rd Mansfield, OH 44903-8992

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 16th called American Standard about problems with tub and toilet. Called twice and was told contractor would call to set up appointment. Have not received a call.

  Business Response

  Date: 06/12/2025

  Thank you for bringing this to our attention. We have shared your issue with management. 

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a walk-in tub from American Standard at the end of **************************** early 2020. The tub has a lifetime warranty. In October 2024 we noticed the tub's lights did not work. After this, we had a problem with the door handle. A technician came out three times to try to fix this price. On the third occasion he damaged the door, causing the tub to leak when bathing or showering. The leaks have damaged the tiles and we believe the floor underneath. Another technician came out in March 2025 and stated the door was bent and would order a new door. The company told us they would not order a new door and stated the problem was fixed. We tried filling the tub, and it leaked. We told this to the company but problem has not been fixed. Lights do not work as well as door.

  Business Response

  Date: 06/12/2025

  Thank you for sharing your issues. Your issues have been escalated to senior service manager for action. Please allow two business days for a response. 

• Initial Complaint

  Date:06/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to order a replacement handle for a walk in tub approximately 3 weeks ago. I was told by multiple customer service representatives that the computer systems were updated and they can't order any parts until the system comes up. I have called almost every day to check on this issue. On Friday May 30, 2025, I called yet again and explained I'm trying to care for my elderly mother who cannot get in the tub bath until this part is received and installed. They said the system was unable to accept orders at this time. I told her that companies that have computer issues usually have back up plans in place. I'm a nurse; ************ go down at hospitals, we revert back to paper charting. I encouraged her to do the same. She said they couldn't do that for legal reasons. I voiced my frustration. She then told me she would try to send the order through. After a few minutes, she said the order went through and I should receive the part in a couple days. I assured her I would call back after a few days, which I ended up doing. The part was not ordered and I was told June 2nd that they can't order that particular part because it's not one of the parts loaded in their system. This is ridiculous.

  Business Response

  Date: 06/23/2025

  Hello Mrs. Phillips,

   

  Sorry for the delay and inconvenience, I have looked for your order and it looks like the replacement item has shipped out, we will reach out to you directly with more information.

  Thank you

  Deidrea

  Customer Answer

  Date: 06/25/2025

  [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 23427867, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Carrie Phillips

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2 year old 16 seer hvac system had a compressor failure. The compressor warranty is supposed to be for 12 years but you must register it within 90 days of install. I found this out when I checked their website for warranty info after the failure. I was able to register the unit still but the warranty was reduced to only 5 years. The **** company that installed the unit didn't disclose this information and should have registered the unit for me. I can't buy a hvac unit directly from the manufacturer I had to buy the unit from this dealer. This warranty registration requirement should have been disclosed or done by the **** dealer that installed the equipment ********** for the cherry on top...The compressor is not available for 2 and half months. That's a long time to go without heat or air conditioning. I reported this situation to the manufacturer, American Standard and just got the run around, no help, no mercy, and I still have to pay $1800 labor to replace the compressor that the warranty covers when it eventually delivers. Buyer beware!!!

  Business Response

  Date: 06/13/2025

  Dear **** ********,
  
  Please be advised that we do not offer service or support for products that are not affiliated with us. We cannot assist you with **** inquiries since we are not affiliated with this company.

  American Standard **** manufactures plumbing products, such as toilets, faucets, showers, etc. We do not make heating and cooling systems. 
  
  Contact the **** manufacturer to discuss your inquiry. They should be able to provide the information and assistance that you need. 
  
  Thank you for understanding.

  Customer Answer

  Date: 06/17/2025

  [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

  Date:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/07/2025, **** ******* a Design Consultant,representing American Standard ************** came to my home regarding a home improvement project for the installation of a shower in my house. *** ****** provided me with in person consultation on replacing my old shower with a new shower. I agreed to the terms and provided *** ****** with a good faith amount of money to begin the installation. He requested from me $1,000 dollars. I gave him the money and signed the contract. *** ****** or American Standard ************* have not contacted me regarding the repairs to my shower. They took my money and did not provide any service. I have called repeatedly the number provided on the contract, ************. The address of **************************************************. I attempted contact with *** ******* his address of *************************************************************. *** ******** phone ************. My complaint is with *** ****** and American Standard. I believed *** ****** scammed me out of $1,000 dollars, No work or installation has been done for nearly five months. I am 68 years old and just wanted my shower installed. *** ****** took advantage of me and so did American Standard *************. They took my money and did not provide any services.

  Business Response

  Date: 05/08/2025

  Our last conversation with the customer was on or about April 30th. The project is scheduled to start May 19th. Unfortunately the permit process and plan review time frame was unexpectedly long. We look forward to providing the home improvement our customer has contracted with Safety Tubs for. 

  Customer Answer

  Date: 05/09/2025

  [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

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March I contacted them regarding my leaking water heater. I sent in all requested pictures/ serial numbers. They deemed my unit needed to be replaced and I would be receiving a new one on 3/17/2025, to this date April ****** no one will tell me which one of their house will ship it or when according to them thats not something they can control.

  Business Response

  Date: 04/18/2025

  Dear Mr. ******************* contact American Standard Heating and Air Conditioning, we are not affiliated with HVAC.

  Thank you,

  *******

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with the American Standard brand toilets that I purchased. My experience has been extremely disappointing, particularly regarding the quality of the products and the warranty support provided by the company.Product Quality Issues I purchased two American Standard toilets, and shortly after installation, I encountered a significant issue: both toilet tanks cracked. This is not only an inconvenience but also a major concern regarding the durability and reliability of the product. Cracked tanks lead to leaks, which can cause water damage and increase utility bills. Given that these toilets were marketed as high-quality fixtures, I expected much better performance.Warranty Support Experience Upon discovering the cracks in the tanks, I reached out to American Standards customer service for assistance under their warranty policy. Unfortunately, my experience with their warranty support was far from satisfactory. The representatives were unhelpful and did not provide clear guidance on how to proceed with my claim. It took an excessive amount of time to get any response, and when I finally did receive feedback, it was vague and did not address my concerns adequately.Conclusion Given these issues with both product quality and customer service, I have decided that I will never purchase or recommend American Standard products again. The combination of defective toilets and poor warranty support is unacceptable for any consumer product, especially one that is essential for daily use in a ************ summary, my experience with American Standard toilets has been overwhelmingly negative due to cracked tanks and inadequate warranty support. I strongly advise others to consider alternative brands before making a purchase decision.

  Business Response

  Date: 03/20/2025

  Dear Vic,
  
  Thank you for reaching out to us regarding the issues you've experienced with your toilets. We deeply value your feedback and appreciate the opportunity to address your concerns. We understand how frustrating it must be to have a second toilet crack after having previously dealt with a similar issue. We sincerely apologize for any inconvenience this has caused you.
  
  In the past, we were able to offer reimbursement for such issues as an exception. However, our warranty policies do not provide reimbursements directly. All warranty replacements need to be fulfilled through American Standard directly. However, we are committed to finding a solution that works for you.
  
  To resolve this matter, we are more than willing to send you a replacement tank. You can return this tank to the place of purchase for a refund. This approach ensures that you receive the necessary support while adhering to our current warranty policies.
  
  Please know that your satisfaction is our top priority, and we genuinely value your business. We want to assure you that you matter to us, and we are here to support you in any way we can. If you have any further questions or need assistance with the replacement process, please do not hesitate to contact us. We are here to help and want to ensure that you have a positive experience with our products and services.
  
  Thank you for your understanding and continued loyalty.
  
  Warm regards, 

  Jessi 

   

  ______________________
  LIXIL
  
  ***** *****
  Senior Supervisor, Digital & Sales - Consumer Connections
  LIXIL Americas
  American Standard | GROHE | DXV

  Customer Answer

  Date: 03/20/2025

  
  Complaint: 23089096
  
  I am rejecting this response because:

  
  Poor quality products and dissatisfaction with the warranty policy of American Standard, particularly regarding the inconvenience it poses to consumers like myself. Imagine if you are a one-bathroom household, you would experience significant challenges due to the delays and inefficiencies in their claims process.
  

  Issues with Warranty Policy
  

  Delays in Replacement. When I encountered an issue with my American Standard product, I expected a prompt response based on the warranty coverage. However, the reality was far from my expectations. The process of filing a claim was cumbersome and time-consuming. After submitting my claim, I was informed that it could take weeks to receive a replacement. This delay is unacceptable for any household, especially one with only one bathroom.
  

  Impact on Daily Life
  The inconvenience caused by this delay cannot be overstated. Without a functioning toilet, daily routines are disrupted, leading to significant stress and frustration. It is unreasonable for a consumer to be left without essential services for such an extended period, especially when they have invested in what they believed to be a reliable product backed by a reputable company.
  

  Lack of Caring Support
  Furthermore, during this waiting period, I found the customer service experience lacking. Attempts to reach out for updates were met with long wait times and vague responses. It felt as though American Standard was indifferent to my situation and more focused on minimizing their costs rather than ensuring customer satisfaction. ********************** products will never be seen in our household again.

  
  Quality Concerns
  In addition to the warranty issues, I must also address concerns regarding the quality of the products. The fact that I had to file a warranty claim more then once indicates that there may be underlying quality control issues at American Standard. A reliable product should not require frequent repairs or replacements within such a short time frame after purchase.

  
  Conclusion
  In conclusion, my experience with American Standards warranty policy has been frustrating and disappointing. The lengthy wait times for replacements and inadequate customer support demonstrate a lack of care for consumer experience. As a result, I feel compelled to voice my concerns about both their warranty practices and the overall quality of their products.
  

  American Standard needs to reevaluate its warranty policy and improve  product quality and its customer service approach to better serve its consumers and restore trust in its brand.
  
  
  Regards,
  *** ******

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an American Standard Champion 4 Toilet-To-**************** 1.28 gal White Round Complete Toilet Price: $229.99 + tax and $200 *************** does not flush. This is the worst flushing toilet that I have ever used. It will not flush the amount and consistency of waist that other, cheaper, off brand toilets will.

  Business Response

  Date: 02/20/2025

  Customer alleges his ********************** toilet will not flush properly and the performance is poor. Troubleshooting tips were offered to the customer to try to resolve the issue, but the customer was not interested. A replacement toilet of a different model was also offered to the customer, but he was not interested. Instead, a reimbursement in the amount of $229.99 was agreed upon by both parties as a resolution. Customer's case # ******** was marked as resolved and closed. 

  Customer Answer

  Date: 04/07/2025

  
  Complaint: 22937851
  
  I am rejecting this response because: i have never received the refund promised to me by American Standard. See email exchange below. Lixil Care Team <******************************************** style="color: rgb(12, 84, 96); background-color: rgb(209, 236, 241); font-family: "Proxima Nova", sans-serif;">Wed, Feb 19, 2025 at 2:30 PM To: "**********************************" <**********************************>******, If you are unwilling to accept the replacement toilet offered, I will process a refund for the $229.99 you paid for the original toilet. Let me know if you prefer the replacement toilet or the refund. Thank you, ______________________ LIXIL ****** ********* Supervisor, Consumer Connections, LIXIL Americas American Standard | DXV ************* ******************* Tel: ************ E-mail: ******************************************* ************************ | ******* | ************************** ****** Shneyder <**********************************>Wed, Feb 19, 2025 at 2:39 PM To: Lixil Care Team <********************************************>refund. Lixil Care Team <********************************************>Thu, Feb 20, 2025 at 5:31 AM To: "**********************************" <**********************************>Good morning ******, I have set up the reimbursement for the amount of $229.99 as shown on your original purchase receipt. Please allow 4-6 weeks for the check to arrive in the mail. The toilet may be disposed of; we will not require it to be sent back. This action will close your case through us. If you have other questions or concerns, please let me know. Thank you, ______________________ LIXIL ****** ********* Supervisor, Consumer Connections, LIXIL Americas American Standard | DXV ************* *********, ** ***** Tel: ************ E-mail: ******************************************* ************************ | ******* | ************************** From: ****** ******** *************************** Sent: 2/19/2025 5:39 PM To: ******************************************** Subject: Re: American Standard Inquiry refund.
  
  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 04/10/2025

  Customer states the original refund check was not received. The check was mailed out on 2/27/25 and we verified the address it was sent to was correct. We put a void on the original check and are having a new one reissued and mailed to the customer. Advised customer the new check should be received with 2-3 weeks and asked customer to contact us directly if there are further issues. 

  Customer Answer

  Date: 04/23/2025

  
  Complaint: 22937851
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ****** ********

  Customer Answer

  Date: 04/25/2025

  [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

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Experiencing surface cracks, blemishes in my toilet bowl which appears to be an issue when I ****** this issue. I purchased in good faith this Champion toilet which was a special order. I have reached out to this company and they want me to switch out the bowl with a new one they sent. I explained to the company that my plumber would have to remove the existing toilet and dismantle the tank from the bowl which would be over $400 for this service. The toilet cost me $250 and initially cost me $200 to mount and with the plumber charging me another $400, the total would end up costing me $850 which is insane. I would like a total replacement, which is a reasonable request especially when there are on going reports of this issue. My wife and I are so upset over this issue and with American Standard. Please send me a new replacement so we can put this to rest.

  Business Response

  Date: 02/20/2025

  Hello Mr. ************* am looking at our records and it is showing that we were able to work our a solution that works for you, we will reach out again to make sure you were satisfied. 

  Thank you,

  *******

   

  Customer Answer

  Date: 02/20/2025

  [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,
  
  ***** M ****

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2024 I had a walk-in shower installed in one of my units.The company failed!to obtain a permit with the City of ****************** that I had ************ is very important for this kind of project to have a permit.Since then American Standard has failed!to communicate with me to find a solution.When the subcontractor who installed the shower told me I didnt.need a permit I got very upset.I am about to file a Small Claims Court against them.I question their integrity and business practices.

  Business Response

  Date: 01/14/2025

  Thank for alerting us to this issue. We have escalated your concerns to regional installation management. Please allow 48 hours to review your records and respond. Please make a note of the customer care phone # for any future warranty issues, questions or concerns. ************.