Building Materials
American Standard - LIXIL AmericasHeadquarters
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Complaints
This profile includes complaints for American Standard - LIXIL Americas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 116 total complaints in the last 3 years.
- 47 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/05/2023
Type:Delivery IssuesStatus: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.
American Standard contonues to call me after they were told I was not interested in pursuing their services. I received 6 calls today ******************* has ethics issues.Business Response
Date: 11/06/2023
Thank you for bringing this to our attention. We regret any misunderstanding. We received a request that you were interested in our product and services. Our records indicate we then called you on Sunday, Nov. 5th but were unable to reach you.
Our management has been informed that you do not wish to be called. We will place you on our DNC list, however it might take a few days to go into effect.
Thank you
Initial Complaint
Date:11/01/2023
Type:Customer Service IssuesStatus: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.
Shower was installed 9/21/2022. A gasket was left off hinge side of shower door and leaked water all over floor. It took a few weeks but finally was fixed. We originally ordered shower when sales lady told us they could put a fold down bench that would be safe for my husband to use as he had a quadruple heart bypass the previous year. By March 2023, the screws on bench had started pulling out of wall, not safe to use. Since March, I have had numerous calls, texts and emails to discuss problem. No one ever gets back to me as they say. In August, I was asked to sign a document which I didn’t think should be necessary in order to get the warranty work done. I was told to sign it to get process started so I signed it. I’ve had a couple of calls from Alton Griggs telling us it has been approved and supplies ordered. At end of September he told us it would be scheduled soon. Now November, 7 months later and I’m still waiting. My husband and I are both retired and $14,000 is a LOT of money to us, but we thought we were getting a safe shower.Business Response
Date: 11/12/2023
We regret the customers dissatisfaction. However the work now pending is an accommodation for the customer, not covered by warranty. The up-grade is normally chargeable but is provided at no additional charge. Service manager is following up and will contact customer with an up-date.Customer Answer
Date: 11/13/2023
[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:10/26/2023
Type:Sales and Advertising IssuesStatus: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 submitted a request online on what looked like a local company to see if I could get some bathroom renovations done. I hadnt realized that I was not actually working with a local company but American Standard, and quickly saw that American standard would not be able to do the renovations I wanted to do. After they called I told them I was not interested.However, I continued to get call after call, coming from many different phone numbers, none of which left messages. I picked a couple up and told them to stop calling but I still get calls, now 2 months after my initial request! Completely unprofessional and I would never want to give them business after this.Business Response
Date: 11/08/2023
Your request has been addressed and your contact information has been moved to the "do not call" list. Thank you for your patience.Customer Answer
Date: 11/08/2023
[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:10/26/2023
Type:Service or Repair IssuesStatus: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.
Scheduled a walk in tub installation totally over $20,000. Provided a $1,000 deposit. It was double deducted as a bill pay. I was never informed of the double deduction and it took a week to get the additional funds returned. The install was scheduled for 10/18. It was pushed to 10/19 as the contractor had an appointment even though I advised it was difficult for me to make the adjustment. Finally the contractor arrived. They decided they couldn't do the install and left. I called and requested my deposit back, cancelation of the financing contract, return of my check, and confirmation that my banking information is not stored in an accounting system as it taken via bill pay, not my check. I have tried to contact the regional manager multiple time, but I'm sent to voicemail. I've contacted the sales representative multiple times, but he doesn't follow through with returning calls. I have written the company and called the main number, but no one follows up.I am seeking:1. Refund of my deposit 2. Cancelation of job documentation 3. Return of my check that wasn't cashed 4. Confirmation that my banking information from the check isn't stored in their internal systems.5. Cancelation of financingBusiness Response
Date: 11/08/2023
We are sorry we are unable to meet your expectations. While we would still like to fulfill your bath project needs we recognize your dissatisfaction. Your requests have been escalated to our senior finance department manager for review and follow up. Thank you for your patience. Please do not hesitate to contact our accounting team at ************ option 3 for further discussion or questions.Customer Answer
Date: 11/14/2023
[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:10/05/2023
Type:Service or Repair IssuesStatus: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.
S/N: ********** (heat pump compressor parts warranty)
American Standard's 10 year warranty is deceptive advertising. My unit, manufactured in 2016, should have parts replacement coverage until 2026 since it was properly registered.
They denied parts service because their limited warranty applies to the purchaser unless, when the house is sold, the new home owner pays a modest fee within 90 days of closing (I was unaware). I asked how to appeal the claim denial and they said there is not an appeal process. During the call the company has readily available information on home sales which they used to deny my claim, and then said the onus was on the home seller to make me aware of my rights to get the warranty transferred. They denied any responsibility to communicate that to new home owners despite readily available information that they have access to (and use to deny claims).
This situation is analogous to life insurance where a national multi-state task force sued insurance companies to protect the consumer and change how the industry operates. Insurance companies used Social Security Admin's Death Master File to know when someone dies, used that info to stop paying deceased person's annuity and/or invest decedent's death benefits to for their investment purposes, and deliberately chose to not use that info to start search for beneficiaries. They only act when a beneficiary files a claim.
To pick one example, in MetLife's settlement, they "believe it is industry best practice to leverage available technologies and available data sources."
The states' lawsuit won a decisive victory on behalf of the consumer. American Standard has readily available information on covered HVAC systems as well as home sale info, uses that information to deny claims, and hides behind a specious claim that the original purchaser is supposed to provide warranty transfer information. Deceptive business practice, anti-consumer. State authorities should get involved.Business Response
Date: 10/06/2023
I'm sorry to hear of your continued issues with your HVAC, unfortunately this complaint was filed the incorrect company. American Standard a division of Lixil, is not associated with the American Standard HVAC company. The American Standard HVAC, is actually a division of Trane Supply. Trane Supply acquired the American Standard HVAC quite some time ago. You will need to file a complaint with the correct company.Initial Complaint
Date:08/29/2023
Type:Service or Repair IssuesStatus: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 bought a toilet at ********** in Dec. 2022. It has not worked right since then. I have been battling this company to get reimbursement for it so I can get a new toilet and I asked them for help with my water and sewer bills because of this toilet. They promised to pay those and the $900 I have paid plumbers to look at this. This company is horrific. They don't answer emails often and there is no resolution yet and I've been battling them for months. I want a new toilet now because they sent their parts to put in, the plumber did and the toilet still doesn't work right. It keeps me up and night and the stress is getting to everyone in the household. I want reimbursement for the toilet and for the plumber that they promised in an email which you have on record. I also have copies of EVERYTHING.Business Response
Date: 09/01/2023
******, thank you for sharing your issues with your American Standard I'm sure that this has been frustrating. We will be reaching out to you to assist you in getting your issues resolved.Initial Complaint
Date:08/15/2023
Type:Service or Repair IssuesStatus: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 May 23, 2023 I purchased an American Standard HVAC/Gas Furnace system and had it installed by a local HVAC dealer. From the beginning it made horrible noises and vibrated the entire house. It is located outside the master bedroom. With the master bedroom door closed you could hear it start and run 60 feet away on the far side of the house. On five different times the local installer came out and tried to fix the problem by installing isolation pad, replacing the blower and adjusting the fan speed with zero success. I advised American Standard I wanted it fixed or replaced or my money refunded so I could get a system that allowed us to sleep as the noise was so bad it was almost impossible to sleep. Their sole response was to tell us to have the local dealer contact their "expert". However, when the local dealer came out and implemented the expert's advise, which was to increase the air flow capacity of the duct works, it only somewhat reduced the noise, but did not solve the problem. Clearly either there is a major design defect or this specific unit is defective. So far American Standard (Trane) has refused to do anything else.Business Response
Date: 08/16/2023
Thank you for reaching out about your American Standard HVAC system. American Standard, a division of LIXIL Water Technologies is not afflicted with the American Standard Air company. American Standard Air is affiliated with Trane Supply so this complaint was actually filed with the incorrect company.Initial Complaint
Date:07/19/2023
Type:Service or Repair IssuesStatus: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 bought a brand new commercial water heater for nearly $10,000 from American Standard on May 20th for a big apartment complex and to generate hot water for **** families. Just 2 days after a successful and clean installation, the water heater breaks due to a manufacturer's defect in which metal flakes fly onto a part on the water heater and cause it to stop working. 10 families on the property are left without hot water. We call American Standard to come back and fix this ASAP as families cannot afford to not have hot water.We found out that metal flakes land on the igniter and stop the water heater from functioning. This is a COMMON and KNOWN problem at American Standard, according to their technical support with their new water heaters. American Standard sends out a technician to do the repair, who ends up just blowing off the flakes in 2 minutes and says "oh we do this stuff all the time, it's easy money for us, we get paid $500 from American Standard to do this 2 minute job."Sure enough, less than 2 weeks later, our brand new water heater AGAIN breaks and it's the same problem of metal flakes from the bottom plating landing on the igniter. 10 families are left without hot water randomly. We talk to American Standard **************************************** who drag their feet and don't send ANYONE out to solve the problem. They refuse to accept this is a manufacturer's defect and pretend that they don't know this is a fatal problem. We had to beg our own plumber to solve because we cannot afford to let 10 families go without hot water. It has been 72 hours and NO ONE from American Standard has called us back as promised nor have they sent anyone to repair. If we we had not asked our plumber, this would have been 3+ days that 60 people would not have been able to take a shower. Unacceptable, disgusting. We are so worried if the water heater breaks again a third time, American Standard will s**** us hard like they did this time.Business Response
Date: 06/15/2023
Thank you for taking the time to share your issues with your Water Heater. This Better Business Bureau complaint was address to the incorrect company. American Standard, a division of Lixil, deals with plumbing fixtures and fittings, such as toilets, faucets and bathtubs. The American Standard ******************** is not affiliated with our company. I understand how since it has the name American Standard it could be confusing, but they are a separate company, and not part of the company this complaint was addressed to.Business Response
Date: 07/21/2023
I believe we had already responded to this complaint. American Standard a division of Lixil Americas, manufactures plumbing products such as toilets, lavatories, kitchen and bathroom sinks and kitchen and bathroom faucets. We do not manufacture either commercial or residential Water heaters. The American Standard company that manufactures these products is not affiliated with us, but are owned by a company called Trane. You can reach American Standard Water Heaters at **************, but this complaint was lodged against the incorrect company.Initial Complaint
Date:06/06/2023
Type:Sales and Advertising IssuesStatus: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 a toilet in Dec 2022 & paid a plumber just under $1000 to get it going/fixed. It still isn't working and my ************* bills have gone up 2-3 times more than usual. I've begged American Standard for help and they haven't offered any help at all. The fill valve was bad also and I had to get a new one for a brand new toilet. I'm thoroughly disgusted and cannot afford these bills that this toilet has caused. The plumber got frustrated and said the toilet is bad. He did what he could but this stupid toilet still isn't working. I would not reccomend American Standard to anyone. This company does not care about its customers. I should have read the reviews online before I bought it because they are good and American Standard got a D- rating. I need help so hoping the BBB cand help me to get some sort of resolution or a new toilet but not from American Standard. They are a big company but the customer service stinks bad and the stress is getting to everyone in our home. I have all my receipts & every email and letter I sent to American Standsrd and the variation in my bills too! Please help me with ****. I am getting no where with this horrific company and their customer service which is terrible also.Business Response
Date: 06/22/2023
Thank you for taking the time to let us know of your troubles with your American Standard toilet. I understand how frustrating it must be to be having continued issues. I can assure you that the products and services we offer to our consumers are of the utmost importance to all of us at American Standard. We will evaluate your claim in be in contact with you soon to assist in resolving your complaint.Initial Complaint
Date:06/01/2023
Type:Service or Repair IssuesStatus: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.
Product was not installed properly. Company refuses to contact me when they say they will. Three months without a shower. Only 1 contact initiated by the company. We've called numerous times. We want it the shower removed and our payment refunded. Would have negotiated if they would have offered payment for all the trouble and for loss of shower for 3 months. NOW we want our money back. Their own inspector reported that the base, tile, caulking, wall,and ext. was improperly installed.Business Response
Date: 06/07/2023
We apologize that you are having difficulty with your installed American Standard product. I'm sure that this has been frustrating. Quality and Service are very important to us, so I'm sorry that we haven't met your expectations. I will have someone from our In-Home Install team connect with you directly, to assist in resolving your complaint.Customer Answer
Date: 06/07/2023
Complaint: 20131745
I am rejecting this response because: this is the same song and dance they've said for the last over 3 months. I want the shower removed and a full refund asap. Their warranty states refund is available under certain circumstances.
Regards,
*********************
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