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Business Profile

Building Materials

American Standard - LIXIL Americas

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building Materials.

Complaints

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

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American Standard - LIXIL Americas has 3 locations, listed below.

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    Customer Complaints Summary

    • 117 total complaints in the last 3 years.
    • 47 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/03/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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:
      Resolved
      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.

      [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,



      ******* ******

      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

    • Initial Complaint

      Date:11/11/2024

      Type:Product Issues
      Status:
      Unresolved
      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.


      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,

      ****** ******

      e 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. 

    • Initial Complaint

      Date:10/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      [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,



      ****** *****

      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,

    • Initial Complaint

      Date:09/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.

      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: 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. 

      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. 

    American Standard - LIXIL Americas is NOT a BBB Accredited Business.

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