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 has 3 locations, listed below.

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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:05/05/2023

  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.

  Paid 10% for installation of what I thought was shower from the company American Standard. The 10% deposit was ******* dollars. After the installer did not show up on May 1, ************************************************************************************************************************************* When asked why, the designated person **** was unable to tell me why it was cancelled. She told me should would call me back to reschedule. After waiting 6 hours and did not receive a call back to reschedule, I called them back to be sent to **** again (contact person for my state?). At this time she told me she was not able to schedule an appointment because the material had not arrived to the installer yet. I had to ask what was not sent, after looking it up, she was able to tell me the back wall panel did not show up but should arrive in 5 days. I asked the installers name, she was unable to provide this. I told her if I did not receive a call by Friday, May 5, 2023 to reschedule, I would be cancelling. May 5, 2023, I still did not get a call or any attempts of communication. Called company, sent to **** again. When asked to be sent to cancellation department. **** said she could only cancel verbally but not in writing. When asked to speak to cancellation department to ask about questions regarding cancellation, was told there was only one person working in the cancellation department and he was unavailable. I was then told he may call me back by next week. Attempted to call corporate office for American Standard provided through internet. Was transferred multiple times. One time someone transferred me to someone while I was in the middle of speaking to someone answering the phone in English. They then started speaking Spanish and transferred me again. After being transferred 4-5 times, I was given the original number I called and told to hit 3. I have lost **** dollars because this is a fraudulent company using American Standards name.

  Business Response

  Date: 05/10/2023

  I'm sorry to hear of your continued issues with getting your shower installed. I'm sure that this has been extremely frustrating.  I will reach out to a Manager of our In-Home installation team, so that they can connect with you and assist you in getting your issues resolved.

• Initial Complaint

  Date:04/16/2023

  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.

  After a house fire in 2018, all of our fixtures were replaced. The master bath toilet was replaced in 2020. After we moved in, we noticed the ceramic finish was coming off of the toilet bowl. I contacted the plumber that installed the toilet three times without any response. I also filed two emails with American Standard over the course of the last two years. I have gotten no response.

  Business Response

  Date: 04/17/2023

  I'm sorry to hear you are having issues with an American Standard toilet, I'm sure this has been frustrating for you.  We will have an American Standard ******************* Supervisor reach out to you to assist you in resolving your complaint.  Your American Standard ******************* team.

• Initial Complaint

  Date:03/09/2023

  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.

  On December 07, 2022, I contacted American Standard, to report, trouble with my two news American Standard Touchless Flush toilets. the Units were replaced the first week of august of 2022. After the replacement, the water bill increased from my average of $96.34 to $319.45.I didn't know that the problem came from the brand-new toilets, I am a 74 year old woman with medical open heart surgery conduction. I was assisted by a representative by the name C, I provide her with requested old and most recent water bills. I told her, that I undusted that I am responsible to pay the difference for my normal water usage which is 7 or 8 on average. we also agreed on replacing the toilets Touchless flush valve from the two units. and to be reimburse for the service. the valve units arrived in a very poor condition, which I immediately send her photos of the boxes conditions upon arrival. on December 19, 2022.After that holiday pass, I got very sick and a big family emergency occurred. I was not able to have the replacement than until Feb 17, 2023. on the same day I forward the receipt for the service. I submitted another email to C with most updates water bills for the months Dec-2022and Jan- 2023 and the service receipt.On February 27, 2023 I received and email from C stating that my reimbursement check has been approved for the total amount of $462.00, which includes $262.00 for labor costs for the replacement of the valve and well as $200.00 towards my water bills. From September 2022 through January 2023 my water bills have been extremely high. I trusted the brand to be very reputable and purchased the units, I couldn't tell that there were any problems with the brand-new toilets. until December 2022 a plumber came to inspect the basement.I'm waiting for the next water bill to make sure the problem with the toilets are corrected. This has been very stressful for me, very concern on water lien from **************** Your assistance on this matter is greatly appreciate.

  Business Response

  Date: 03/28/2023

  I'm sorry to hear of your issues with your American Standard toilet.  While it is the homeowners responsibility to determine these types of issues, and we do not normally cover any type of additional charges on water bills, we will review the information that we have on file and then reach out to the consumer to see what we can do.  

  Customer Answer

  Date: 04/03/2023

  
  Complaint: 19526595
  
  I am rejecting this response because:  I reach up to your company for assistance with hope of a resolution on this issue, before I reach for help from the BBB.

  The response was a check $462.00 for Repair cost of replacement of two Valves on two malfunctioning toilets and $200.00 towards my water bills.

  Unfortunately,  more meaningful problem are exiting now, I have a water lein on my property. and its affecting my financial Loan modification, which is affecting

  me with a very high level of stress.

  Your  attention on this matter is greatly appreciate.
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/04/2023

  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.

  a year ago December, 13 months ago I ordered a tub from American Standard a walk-in tub to help me with my medical problems. they did not have the width tub i needed so they promised to refund my **** deposit. *** from corporate told me. **** *********** assured me i would get **** for my boyfriend who bought from them too. they have never given me back the **** that they owe me. all my attempts to contact them throughout the year calls we're never returned

  Business Response

  Date: 01/10/2023

  Thank you for reaching out to American Standard, I'm sure that this has been frustrating for you.  I will ensure a Manager from our Walk-in-************** gets a hold of you to resolve.

• Initial Complaint

  Date:11/06/2022

  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 was seeking a walk in tub to help ease some of my medical maladies as severe arthritis & more. I went with American Standard as they were cheaper plus was a reputable company. I purchesed the product in July 2022 & it cost me over $15,000.00, which I am Financing. There are a number of issues. 1st: the installation date was rescheduled 3x's. It was installed by their plumber. The representative informed me my 30 Gal hot water tank would be sufficient, IT wasn't! I had to purchase a 60 gal tank @ an additional cost of about $600.00. Once the tub installed, the plumber never checked the drainageof the tub. So when tub 1st used, when it drained it flooded my basement!! The company relayed they would compensate me for delay in installation & the flooding of my basement. That never happened. The gentleman I dealt with was ************************* who is not w/ company any longer. For 2 yrs now there has been other issues. ie: aroma therapy does not work, I notified company; the 1 faucet handle fell off, my fiance repaired that. I have lodged @ least 3 complaints with the *** about all above issues. Upon this last complaint, the company did reimburse me $650.00 BUT that just about covered cost of the new hot water heater. They NEVER compensated me for the delay in installatin nor the flood that occurred upon 1st use as per ****************** stated. Now last person to deal w/ is Mr. ************************* ***************************** is with the *** who investigated complaint. So I definitely want a larger monetary compensation as the company misrepresented upon sale & never reimbursed me for the delay of installation & the flood in my basement. So they breached a verbal contract. It is difficult to find an attorney who will work on this case on contingency as one said the cost of law suit is to minimal for contingency basis. All documents are w/ *** as submitted to them. Again *************************** is the *** investigator.

  Business Response

  Date: 11/18/2022

  I am so sorry that you had continued issues with your Walk-in-Tub.  I'm sure that is has been extremely frustrating for you.  I spoke with **************** today (11/18/21) and believes that this has been taken care of, and your issues have been resolved.  At American Standard we strive for quality products as well as quality service, and hope everything has been resolved.

  Customer Answer

  Date: 11/18/2022

  
  Complaint: 18366213
  
  I am rejecting this response because:
  
  a) Yes **************** showed me from archives re: reimbursement when I had the flood. I forgot about that; b) I still relay the aroma therapy canister does not function. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/07/2022

  Type:Order 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 signed an agreement as a Direct Seller (****) with Lixil, American Standard, aka Safety Tubs LLC. After working with them for 1 month, I became frustrated with the overwhelming amount of unqualified appointments provided by the company and decided to terminate the agreement on 9/14/22. Since then, weekly commissions for the walk-in tub and shower systems I sold for them have not been paid although American Standard has been paid. On 9/23 after 2 weeks of nonpayment, I reached out to ******************* in Finance to inquire about the missing payments. Ive never received a response. On 9/26, I reached out to ************************* and *********************** in mgmt. On 9/27, I attempted to reach ***************************** in HR. On 9/28, I received an email from ************************* informing me that the company would only pay for the commissions owed once all of the projects were completed and audited, not on the following pay period from the week they were installed which is what is outlined on their Sellers Agreement that documents what to expect when the contract is terminated. This was the first time that this practice was communicated or expressed to me. Regardless it is not listed in the agreement between us. I have hired an attorney and a Demand Letter was sent, but again theres been no response. If youre in the *******, ** area and considering contracting with this company to sell, beware! Theres is a good chance you will have the total amount owed is $6454. Im requesting to be paid immediately or receive an explanation of why they reneged on the contract.

  Business Response

  Date: 10/14/2022

  I'm sure this has been frustrating, the national sales manager has been made aware of Mr. ****** departure and is committed to making sure that ************** receives all commissions that are due. Once all of Mr. ****** projects that he sold are completed, funds collected from the customers,audited for accuracy, the national sales manager will release any commissions due at that time. ************** should follow up with the regional sales manager he worked with during his tenure with Safety Tubs/American Standard.

  Customer Answer

  Date: 10/14/2022

  
  Complaint: 18182037
  
  I am rejecting this response because:
  
  I signed a Sellers Agreement and never would expect an organization of this size to attempt to change the terms after the contract was executed.  There is no mention in that contract about holding commissions until all projects are completed and audited.  What it states is that at the termination of the agreement, commissions will be paid during the normal pay period based on when they were installed.  I would advise you to read that contract.  From your response, it seems this is a normal practice of yours to have independent contractors getting new business for you then s******* them when they no longer want to work with you.  The first time this process of holding commissions was ever mentioned to me was 2 weeks after I was no longer with the company and projects that I verified myself were complete werent paid over a 2 week period.  Thats when the sales manager advised of the hold.  To date were approaching 6 weeks of non payment on projects that were either sold or installed and American Standard/ Lixil has received payment but has chosen not to pay me.  *** had to retain a lawyer who confirmed after reviewing the Sellers Agreement that I signed, American Standard is in fact in breach of the contract I agreed to. A Demand Letter for payment was sent via mail and email 2 weeks ago.  Now we will proceed with the next steps.  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/08/2022

  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.

  Hello, We received toilets and they have started to crack. I reached out to ******************* who arranged the new toilets and she has been impossible to get in contact with. I have tried to contact her several times since March 2022. We have had so much trouble with these toilets and for them to crack and start leaking is very concerning.

  Business Response

  Date: 08/11/2022

  Dear *****, First, I want to thank you for taking the time to reach out to us and sincerely apologize for the experience you encountered with your American Standard toilets.  I understand how frustrating and concerning this has been for you.  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.  I will ensure that you are contacted in order to best determine the next steps in getting your issues resolved to your satisfaction.