American Standard Brands

We have received the complaint from Mr [redacted] regarding marks on his toiletAccording to the receipt the customer provided the Clean Cadet toilet was purchased 8/2/ from Lowes and carries a year warrantyThe customer did call and speak to one of our technicians who asked for photos of the issue I have attached one of the photos to this email.Since the customer is asking for a replacement and we do have some of these bowls in stock I have gone ahead and ordered a replacement bowl and coupling kit to be delivered directly to the customers homeBest regards, ____________________________LIXILLink to Good Living Connie J***LIXIL WATER TECHNOLOGY AMERICASTechnical Customer CareClaims American Standard BrandsCairns road, Mansfield Ohio, 44903Tel: 800-442-1902E-mail: [redacted] www.americanstandard.com | www.dxv.com | www.grohe.com/us

*** [redacted] Your complaint has been received.We sincerely apologize for the issues you have experienced with your toiletAt American Standard Brands, we take pride in our products, our quality, and our commitment to customer service, and are saddened that your experience was less than satisfying.Please forward a copy of your purchase receipt for the toilet so we can honor your request for reimbursementAmerican Standard file number [redacted] Best regards,____________________________LIXIL Link to Good Living Connie J***LIXIL WATER TECHNOLOGY AMERICASTechnical Customer CareClaims American Standard BrandsCairns road, Mansfield Ohio, 44903Tel: [redacted] E-mail: [redacted] www.americanstandard.com | www.dxv.com | www.grohe.com/us

Dear [redacted] , In regards to the complaint we have received from [redacted] - [redacted] - [redacted] , case number [redacted] concerning customer service issues.I sincerely apologize for the delay in replacing the faucetAccording to FedEx tracking the replacement faucet will deliver 4/24/by the end of day The representative who handled this claim is no longer with the company.As a gesture of customer good will we have offered the customer a $Visa gift card Sincerely,Connie J***LIXIL WATER TECHNOLOGY AMERICASTechnical Customer CareClaims

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I did get your letter you sent in the email with reference to the above IDI thought I confirmed my response. Anyway, I want to let you know that I was satisfied with the Business response. Thanks for your help

Dear [redacted],  In regards to the complaint we have received from [redacted]-[redacted]-[redacted], case number [redacted] concerning customer service issues.I sincerely apologize for the delay in replacing the faucet. According to FedEx tracking the replacement faucet will deliver 4/24/18 by the...

end of day.  The representative who handled this claim is no longer with the company.As a gesture of customer good will we have offered the customer a $50.00 Visa gift card.  Sincerely,Connie J[redacted]LIXIL WATER TECHNOLOGY AMERICASTechnical Customer CareClaims

(See file for original document.) In response to the letter we have received regarding complaint ID [redacted] from [redacted].I sincerely apologize for any misunderstanding with this order.On August 4, 2017 the amount of $60.99 was credited back to Mr. [redacted]'s credit card.  Credit...

confirmation number is [redacted]. Sincerely, Connie J[redacted]American Standard Brands

[redacted] – We regret that the resolution response failed to meet our customers’ expectations. However our records indicate that the issues were address on March 8th.  There are not notes or open service tickets indicating further issues or concerns. But we follow up with the customer to make...

sure there are no additional concerns. Please do not hesitate to contact me with questions. Thank you Martin T[redacted]DTC Business Development ManagerAmerican Standard Brands[redacted] / cell[redacted] / Direct Line

We have received the complaint from Mr. [redacted] regarding marks on his toilet. According to the receipt the customer provided the Clean Cadet toilet was purchased 8/2/12  from Lowes and carries a 5 year warranty. The customer did call and speak to one of our technicians who asked for photos of...

the issue.  I have attached one of the photos to this email.Since the customer is asking for a replacement and we do have some of these bowls in stock I have gone ahead and ordered a replacement bowl and coupling kit to be delivered directly to the customers home. Best regards, ____________________________LIXILLink to Good Living Connie J[redacted]LIXIL WATER TECHNOLOGY AMERICASTechnical Customer CareClaims American Standard Brands41 Cairns road, Mansfield Ohio, 44903Tel: 800-442-1902E-mail:[redacted]www.americanstandard.com | www.dxv.com...⇄

[redacted]
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Your complaint has been...

received.We sincerely apologize for the issues you have experienced with your toilet. At American Standard Brands, we take pride in our products, our quality, and our commitment to customer service, and are saddened that your experience was less than satisfying.Please forward a copy of your purchase receipt for the toilet so we can honor your request for reimbursement. American Standard file number [redacted]  Best regards,____________________________LIXIL Link to Good Living Connie J[redacted]LIXIL WATER TECHNOLOGY AMERICASTechnical Customer CareClaims American Standard Brands41 Cairns road, Mansfield Ohio, 44903Tel: [redacted]E-mail: [redacted]www.americanstandard.com | www.dxv.com...⇄

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

In regards to the complaint we have received from [redacted], case number [redacted] concerning refund and exchange issues. The trip lever that Mr. [redacted] asked for is a discontinued part. Notes on the order from our rep indicate the customer was informed that the part he ordered looked different....

The model number of the toilet was not available for us to verify part numbers. The purchased part was returned and a full refund including shipping was credited back to Mr. [redacted]'s credit card. In that return was a used trip lever we could not identify as one of ours, a packing slip and a parts label. Used and opened parts are disposed of for health reasons. Our rep did a search of unopened returned parts, and found the requested trip lever in a white finish, he wanted chrome, and offered to send that to him at no charge but he refused the offer. As a gesture of customer good will we have offered the customer a $25.00 Lowes gift card. Sincerely, Connie J[redacted] American Standard Brands Warranty / Claims

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.see copy of aggrement:Dear [redacted],I have received your complaint regarding your toilet and part order. I do sincerely apologize for any inconvenience you have encountered. As a gesture of customer good will we would like to offer you a $25.00 Lowes gift card. Please confirm receipt of this letter and I will send the gift card. Your file number is [redacted].Sincerely,Connie J[redacted]American Standard BrandsWarranty Claims ProcessorEmail: [redacted]

Initial Business Response /* (1000, 5, 2016/05/09) */
(Revdex.com converted from original document. See file.)
I have received your letter regarding case # [redacted]. I was unable to find any information on this customer in our files. Please have the customer contact me directly and refer to file...

number [redacted] so I can help resolve his issue.
I will need a copy of the customers receipt for the product and depending on the issue may ask for photos.
Claims can be forwarded via email to:
cjones(americanstandard.com or via US Mail at:
American Standard Brands
41 Cairns Rd.
Mansfield, OH 44903
Fax: 330-249-2408
Phone: [redacted]
Sincerely,
Connie J[redacted]
American Standard Brands
Warranty Claims Processor
Initial Consumer Rebuttal /* (2000, 11, 2016/05/25) */
Revdex.com received voicemail from consumer. The business and he have come to a meeting of the minds and he considers the matter resolved.

Review: American Standard offered a rebate of $250.00 to purchasers of any of its walk-in bathtubs from Lowes prior to 10/15/2014. They required submission of a completed Rebate Form and an original sales receipt. They promised to provide the rebate within six to eight weeks. I purchased an American Standard Walk-in tub from Lowes prior to 10/15/2014 and submitted all of the requested documentation in mid-October 2014. After not having received the promised rebate in a timely manner, I called American Standard Walk-in Bathtub Customer Service. Each time I called, I was informed that the person responsible for disbursing the rebates had been very busy, but the person with whom I was speaking would investigate and call back the same day. I have cakked several times and instead of eight weeks, it has been more than fifteen weeks with no calls and no rebate.Desired Settlement: I would like an apology for all of the promised phone calls which never materiajized and the immediate mailing of the $250.00 rebate.

Business

Response:

Good Morning Mr. [redacted], On behalf of American Standard, I want to apologize for the delay in receiving your walk-in baht rebate check. We employ a 'clearing house' to process these rebates, and due to an invoicing error on our end, your rebate check was not processed. We have since communicated with the clearing house, and they have assured us that they will be cutting a check and having it mailed to you. So, you should expect to receive your rebate check in 10-14 business days.Again, I apologize, and should you need anything further, please feel free to call me directly at ###-###-####.Mitchell PintuAmerican StandardCustomer Service Leader

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: In March 2013, my American Standard kitchen faucet broke - this was the 2nd American Standard product that was installed in my kitchen sink and bought in June 2012. The original was in my kitchen when I bought my condo in 2011 and it was replace in 2012 when it broke.

Subsequently, I called customer service which explained to me that I could send back the product for a replacement, however it would take at least 2 weeks. I told the customer service agent that their solution was not reasonable because that would leave me with no use of a kitchen sink for 2 weeks! The agent stated there was no other recourse. I even recommended that I would take a 'credit' for other American Standard products (e.g. bath) but was told that was not possible

As such, I had to buy another faucet and choose a competitor product because the last 2 American Standard products failed.

In addition, I wrote a letter to the president of American Standard explaining the situation and request a refund for a product that failed within it's warranty. I have yet to hear back

I can provide evidence (e.g. receipts) and I'm sure i'm in the call-records of American Standard.Desired Settlement: Requesting a refund of the product:

American Standard Fairbury Single-Handle Pull-Down Sprayer Kitchen Faucet in Stainless Steel

Model # [redacted]

$129 Home Depot price + 10% Chicago Sales tax = ~$142

Business

Response:

We will contact the customer and work towards a resolution.

Business

Response:

We originally responded to this complaint on 10/11/13, we contacted the customer and resolved his issue by honoring his requested settlement. We sent a reimbursement check to him on 10/24/13.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Called customer service on dec 26 at 10AM.

I asked about a warranty claim I had made on line about 2 weeks prior.

This was for a product that had warranty claims before (about 15 years ago for an item with a lifetime warranty).

I offered proof of prior warranty claim but was told that I needed a sales receipt from 20 years ago.

When I asked to speak with a supervisor to clear up the matter, the woman hung up on me.Desired Settlement: supply me with the necessary parts to stop a leak in a bathroom faucet sink.

Business

Response:

American Standards limited lifetime warranty is to the original purchaser only, the warranty is not transferrable, as such a receipt is necessary to provide proof of purchase which would be needed for all warranty claims.

Review: On or about 4-1-2015 I emailed American Standard thru their website requesting that the flush valve mechanisms on both my Champion 4 toilets be replaced under warranty. I purchased them approximately 5 years ago. The warranty is for 10 years. They are both leaking even with new seals replaced. Their site said I would receive a reply back in 48 hours. It is now 1 week and no response.

I called American Standard today at ###-###-#### to follow up on my email. I told the representative of my need for the valve mechanisms need of replacement due to their leaking issue. I told her that the seals that are replaceable were new yet it still leaks. She asked me if the mechanism was cracked. I did not know , but told her most likely since it was leaking. She insisted it was the rubber flap that was the issue. I again told her it was replaced and was new. I asked for her supervisor nicely and then she HUNG UP ON ME!! I called on tuesday April 7 at about 1130 am eastern time.! I never had this happen to me in my life with ANY company. I demand this company uphold its warranty on this product PERIOD!Desired Settlement: REPLACE 2 Champion 4 toilet flush mechanisms

AND an apology for their customer service representative that hung up on me.

Business

Response:

I greatly apologize for your experience with our customer service / warranty department. I located your warranty registration in our system dated 6/23/2008, I have placed a warranty order for two complete flush valve assemblies as well as two new tank to bowl gasket kits. You should receive an email when these items ship, but if you need to call us please use the following confirmation number if you need to check on the status of your warranty order;[redacted] I again apologize for your experience.

Consumer

Response:

Revdex.com;Thank you for your help in this matter-I am greatly appreciate all your effort.I also wish to than American Standard for their quick response and resolution. I will continue to be an American Standard customer.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My complaint concerns a kitchen faucet ([redacted] series) purchased 9/2013. Feb 2015 the faucet literally fell apart. I called customer service & was asked to send a picture of faucet & receipt. And I did. I received another faucet that was installed a short time later. Worked excellent until approx 3-4 weeks ago. The faucet lost water pressure. I found troubleshooting info & followed the instructions. The h20 pressure returned but only cold h20. The same rep answered my call (5/20/15 @ approx 10:15 ). She immediately "told" me that it was the cartridge & I would receive another. I still had questions because this is less than 6 months & I have more problems & a faucet that's under warranty. I continued to calmly ask questions & she became short & rude. She finally told me "you're not getting another faucet" & tried to hang up on me. First of all individuals void of telephone etiquette need to be as far away from a phone as possible. Considering the fact that I spent $119 for this faucet I felt I had been inconvenienced enough. I called back and was not immediately answered. I spoke with another rep who presented herself appropriately also citing the cartridge. I didn't feel good about this at all because I didn't spend money for what I though was a quality item & end up with the task of replacing parts. The cartridge was replaced & the problem did not change. Still no flow of hot h20 (since 5/20/15). I called on 6/1/15 approx 11:25am & told the rep that I received & replaced the cartridge but still no hot h20 flowing. She stated that she would send a new faucet. On 6/4/15 I've received a small box from the company. Obviously another cartridge. So I was lied to by the last rep.How long am I to be inconvenienced if the problem isn't rectified? This company is not honoring their warranty because I paid for a working faucet & that's what I expect and rightfully deserve. This needs to be resolved with a fully operable faucet. This is business not a game!Desired Settlement: Send a "FULLY" operable, replacement kitchen faucet. If the first cartridge didn't solve the problem why should I believe another will. So I received a faulty replacement part? What I have is not serving the purpose for which it was purchased. Your customer service representatives did not purchase this item. I did. Who are they to decide what I should have when I've spent my money on an American Standard product.

Business

Response:

I would first like to sincerely apologize for the problems the customerhas been having with their American Standard faucet, and how the customer wastreated during their phone conversations with our warranty department. The package the customer received on 6/4/15 was for the cartridge thatwas ordered during the 5/20 phone conversation. The replacement faucetthe customer was expecting to arrive from the conversation on 6/1/15 was placedon order but simply has not arrived to the customer yet. This shipped outof our Mexico Distribution center and is currently in transit to the customer. The tracking number is [redacted]via [redacted] and will become active once the faucet clears customs and continues on itsway to the customer. This should resolve the customers issue.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I made an online order on 11/19/for a toilet lever partThe order number is [redacted] and the total cost was $including shipping and taxesOn 11/I received an e-mail advising of shipping with delivery date 11/when the item was received, I opened the plastic bag and attempted to install in the toiletUnfortunately it was not the right modelWith the Delivery I received a return label that required me to call [redacted] to obtain an authorization number to returnI called on 11/but the customer service representative refused to give an authorization number to return claiming that since I opened the bag, the item is now considered USEDI asked to speak to a manager, she told me the manager left for the day and gave me the manager's voicemailI left a message on the manager's voicemail stating the situation and left my home and cell numbers to call me backI received no calls so far.Desired Settlement: I demand the company to call me and provide an authorization number for me to return the item since it actually has not been used as they claim and refund my credit card accordingly for the full amount
Business
Response:
We will contact customer and see about providing an RGA number
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
The item was shipped on 12/17/by USPS Priority Mail to American Standard Brands at [redacted] according to voicemail message instructions for delivery on 12/19/until this writing, my credit card account was NOT CREDITED back
Regards,
Business
Response:
The item was received back and credit was issued on 12/22/15, it generally takes to business days to post to the customer's account

Review: In 1999 my wife and I signed a contract to have a home built. The contractor, [redacted] Home Improvement, purchased a double sink selected by my wife to be installed in our kitchen. It has served us well: however a few years ago we noticed rust appearing at the front corner. We did some research and found out that the sink has a lifetime warranty against, the best we can tell, this sort of thing. I contacted American Standard by telephone to find out what be done. I talked to a person that gave her name as K [redacted]. Not a pleasant person to deal with, as it turned out. She told me if I was not the original owner and didn't have my sales receipt, the warranty was void. Pressing her a bit further, she agreed to a $100 refund.Even back in 1999, this sink was over $700. I know because I saw it in the contractor's quote. Ms. [redacted] also informed me that I was not the original owner; the contractor was. Of course I never did get the receipt as it was figured into the entire price of the house. Mr. [redacted] succumbed to cancer a few years ago and the original receipt is not available. Ms. [redacted] asked me to send pictures of the sink. I am not good electrically, and inadvertantly sent her a video by mistake, resulting in a scathing reply.Due to no fault of our own, we never received the original sales receipt. And it is a bit of a stretch to ask a customer to retain the original receipt. The sink is clearly embossed with the name Americast, which is a brand owned by American Standard. It obviously had to have been purchased by somebody at some time. .Desired Settlement: It seems like American Standard is using a technicality to avoid honoring their published warranty. We want a replacement sink, just as their warranty says.

Business

Response:

The Americast Kitchen sinks had a limited lifefime warranty to the original purchaser only and the warranty was non-transferable. Unfortuneatly these sinks were discontinued in 2008 with no replacements available. Since they are no longer available our only option would be to reimburse a customer their original purchase price, without a reciept we are not able to provide a reimbursement. As a courtesty without a receipt we can offer a one-time reimbursement of $100.00.