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 Brands

  41 Cairns Rd Mansfield, OH 44903-8992

• 

  American Standard Inc

  605 S Ellsworth Ave Salem, OH 44460-3743

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:01/14/2025

  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.

  Six year old heat pump quit working first week of October. Service tech diagnosed issue of faulty control board and ordered replacement. Two weeks later replacement board was received and installed. Ten days later the same board went out again. Ordered another replacement board and three weeks later it was received and installed but was bad. Ordered another replacement board around 11/16. I have been waiting for this board ever since. I have opened a case with their support #******. I have called 3 times trying to get info but they say it’s escalated but my case hasn’t been assigned yet.

  Business Response

  Date: 01/14/2025

  Hello Mr. ******

  We are not a part of American Standard Heating and Air Conditioning, please contact ###-###-####.

  Thank you

  Deidrea

  Customer Answer

  Date: 01/14/2025

  [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:01/07/2025

  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.

  Bought shower from American Standard salesman on October 26. promised installation in 6 to 8 weeks! they contacted me saying they were trying to get ahold of me to set up installation. I called them and was told the person who schedules was away from her desk, but would call me back. Waited three days, and no call. Called again and was told the scheduler would call me. That was a month ago! Ive been called by the sales person who said he was taking care of it! Still nothing. Meanwhile my handicapped wife can't bathe as she can't access the tub. i have to give her sponge bathes. i want our ******* down payment returned right away!!

  Business Response

  Date: 01/07/2025

  We sincerely regret the delay experienced by our customer. No doubt this delay can be disappointing. We however are committed to proceeding as quickly as possible. As our agreement states start and completion times are estimates that may be impacted by factors beyond our control. We show the project in "permit pending" status. The customers issues as presented in this ******************** complaint have been presented to the installation manager(s) for review and response. Please allow up to 48 hours for a response. 

  Customer Answer

  Date: 01/07/2025

  
  Complaint: 22770286
  
  I am rejecting this response because:
  
  I feel we have been very tolerant of the delays! We were not advised that 6 to 8 weeks were only an estimate. Again its now ten weeks and two days, and if we had somewhere to give my disabled wife a shower, or bath it would be somewhat easier to deal with, but I can only give her a sponge bath since October! The company said they were going to get a permit, but that would be another week! I dont believe that, as we live in a very small town, and you could walk in and get a permit on the spot. Just more delays is what that week to get a permit is!! We just want our down payment back and thats our offer. 

  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 01/10/2025

  The contract address the start and completion dates and includes that the dates provided are estimates. Additionally the contract does include that factors outside of the control of the contractor may impact the estimated dates. However, the customers request has been escalated to management for review and approval. 

  Customer Answer

  Date: 01/13/2025

  
  Complaint: 22770286
  
  I am rejecting this response because:
  
  ITT further delays the process of installation, as it passes the buck to the installer
  We are know going close to three months, with no guarantee of a date to install. We want a refund of our down payment! Enough already!!!
  Regards,
  ****** Kacobs
  ****** ******

  Business Response

  Date: 01/15/2025

  While we remain committed to fulfilling the agreement we have with our customer. we understand that our customer no longer wishes to purchase from us. Our customers request to ****** the agreement and have the deposit returned is now in review for approval from executive leadership. 

  Customer Answer

  Date: 01/17/2025

  
  Complaint: 22770286
  
  I am rejecting this response because:
  
  While its being sent to executive, there still is not concrete proof I will get my deposit
  
  Regards,
  
  ****** ******

  Business Response

  Date: 01/23/2025

  Customers refund was approved and has been completed electronically  as of 01/22/2025. 

• Initial Complaint

  Date:12/31/2024

  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.

  On dec 16th I purchased an American standard hot water heater from a local distributor for appx ******. After installation it didn't work, the pilot light would not stay lit. We called them due to it being defective. We were told they would send out overnight a coupling device and a company to ***lace it. 4 days later no package had arrived, so we found one and purchased it. After the ***air company ***laced it they informed us that it was not the problem, we then reached out to american standard again. On the 26th of December they finally said they were overnighting the valve. Then on Monday 30th we still had no valve, but the coupling device they "overnighted" showed up on the 27th. The 30th they said they were sending someone at noon, then called back and said they wouldn't use that company (they chose and used to ***lace coupling device already) so thry would need to find another company. I have asked 4 times to speak to a supervisor, each time they took my number, but I have yet to hear from a supervisor. Today the 31st I called in regards to the valve as the other ***air guy called to set a time for ***air. The customer service *** could not give me a tracking number, nor a supervisor. I, at that point have spend 2 weeks with no hot water, the gentleman told me he could do nothing for me and the call was 20 min long he said "mam I'm disconnecting this call, I have other customers and there is nothing I can do" I told him I wanted a supervisor, he said give me your number and I'll have one call you, but in disconnecting. Needless to say, I then paid that same plumber to un-install take it back and reinstall. After all of this, the end of the day on December 31st, I have still not recieved a call from a supervisor, a tracking number for the valve or anything. I had to spend an extra ****** to remove the defective one, have it returned and install the new one. Not one person out of the 25+ calls has been at all helpful.

  Business Response

  Date: 01/02/2025

  Hello,

  We are not American Standard *************

  Thank you

  *******

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising 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.

  I had to have a second I ********* come back and fix the poor installation. The first ********* left me a mess to clean up. He also placed the shower rod on an angle that the water in the shower! He placed the entrance and exit hand bar on the wrong side of my shower! I tried to get the company to fix it, but they were rude and said it's not their problem! I'm disabled and I'm concerned about falling. The shower hasn't been in a year, but I was trying to get used to it and I can't. So the company doesn't care about the type of work their subcontractors do. I paid $13,000 for this type of treatment and it's not right!

  Business Response

  Date: 12/14/2024

  We are sorry that our customer is not happy with their purchase. It appears that the customer requested service and then cancelled in April 2024. We attempted to reach the customer but there was no answer and no voice mail available. We stand behind our warranty and encourage our customer call us at ************ to arrange for service. 

• Initial Complaint

  Date:11/25/2024

  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.

  I've been in contact with American Standard (aka ASD Holdings, aka LIXL Americas) regarding an issue with my toilet that has been a problem since we first installed it. I was promised a refund in the amount of $199.00 by Sr. Supervisor, Jessi L****, Digital & Sales- Consumer Connections LIXIL Americas, since the issue is persisting. This promise was made by e-mail on 10/16/24. I have not received the refund yet and it's been 6 weeks.

  Business Response

  Date: 12/02/2024

  Hello Mr. ******* ******,

  I sincerely apologize for the delay in the check arriving to you, I know that it is frustrating to achieve an amicable resolution, and then be waiting longer than anticipated. As of Wednesday, November 27th, I have been in contact with our accounting department to see why the check had not arrived yet since they request was entered and approved in the amount of $199.00 on October 16. I resubmitted the information and they are expediting the request. Normally the checks do take 4-6 weeks to arrive, and we do our best to ensure that happens, but I understand we are presently past the 6 week mark so thank you for reaching out. The check should arrive very soon, and feel free to reach back out to me directly if you have any further concerns.

  Warm regards, Jessi L

  Customer Answer

  Date: 12/02/2024

  [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.
  
  

  As mentioned in the response, a check in the amount of $199 will be sent. Therefore, I will request this complaint be closed. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/11/2024

  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.

  In July 2022, my husband and I purchased a walk-in bathtub from American Standard. The loan is financed with Service Finance.Approximately a year later, it was discovered that water has been leaking into our crawl space under the house due to the contractor's negligence. There is significant ($30,000 - $40,000) damage. I tried relentlessly to get a solution from the LIXIL Company. When my efforts failed after several months, I contacted Service Finance. A ***resentative from Service Finance began helping me to get a resolution. In August 2024, an envelope was delivered to us via ***** from LIXIL. Enclosed were legal documents with a settlement amount of $18,000. The document was signed and returned the very next day. The Service Finance *** has been in contact with the legal department at LIXIL, she was told the check was sent via ***** and returned to them in October. As of today, we have not received the settlement and the legal department has stopped interacting with Service Finance.I would like to get this resolved immediately. Waiting a year and a half is extremely excessive.

  Business Response

  Date: 11/24/2024

  We have been in communication with the customer and are working to correct any issues that may have contributed to this delay. 

  Customer Answer

  Date: 11/25/2024

  
  Complaint: 22541899
  
  I am rejecting this response because:
  
  I have been trying to reach the companys legal department with no response. 
  

  I have emailed ****** ******, manager at Lixil **** multiple times.  After months of sending messages, he responded on November 21 but I havent received a response back.

   We have been waiting months for this resolution.  It seems like they are just pushing it out further.

  I would like a definite answer and a check at my door immediately.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/17/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:09/19/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/12/2024

  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.

  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

  Date: 09/13/2024

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date:08/05/2024

  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.

  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

  Date: 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!