American Standard Brands

Review: I have a kitchen faucet,model 4665.000, that has a lifetime warranty. I received this as a gift in dec,2004 and installed it in jan, 2005. I have have two warranty claims on it and parts were sent for repair. Those were in 2009 and 2012; which I have the receipts for. I again need repair parts, but am told that I must show original purchase receipt. Since this was a gift to me I do not have the receipt as was explained to them at the first request for warranty. I fell that proof of purchase has already been established and warranty parts shipped previously to me, that this warranty should still be considered valid.Desired Settlement: replacement of part under warranty.

Business

Response:

The faucet had a limited lifetime warranty to the original purchaser, this warranty is non-transferable. As this faucet is discontinued, most parts are no longer available. In the past simple parts requests could have been honored as courtesy replacement parts, however since the entire faucet would need to be replaced as parts are no longer available, a valid proof of purchase is necessary to validate the limited lifetime warranty. Without a receipt we are unfortunately unable to provide a replacement.

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: We purchased a walk in tub July 15, 2015 it was install the end of August. We started to have a leaking issue around December 27th. My husband called [redacted] @ 10:23am and filed a work order for the leak and the CSR walked him through resetting the jets. We were told the Tech will call to set up a time. We had still not heard from them and on January 11, 2016 I called the Sales Rep who sold us the tub. He told me he would check on it and call me back. Again we heard nothing from any Representative from American Standard. so on January 13, 2016 @ 8:25am I called the Sales Rep again but it went to voice mail. I left him a message and then called the number my husband call originally. They said yes there is a work order and will check the status. At about 9:33am a representative from Grand Prairie, TX called and said the Tech will be here Sunday but he will call with the time. The Tech called me on January 13, 2016 and he left a message asking me to call him back. I returned his call 2x before I was able to talk with him. He set up a time between 8:30am and 9:30am on Sunday January 17, 2016. Needless to say we skipped church and waited for him. NO SHOW!! NO CALL!! NO ANSWER WHEN I CALLED HIM!! THIS PRODUCT HAS A LIFETIME WARRANTY!!Desired Settlement: All I want is for the leak to stop so I can finish remodeling the room it is leaking in.

Business

Response:

Service is set up for next Wednesday, Feb 10th at 9 am.

Consumer

Response:

In response to the response from American Standard, this has not been resolved. The serviceman keeps putting me off. They set appointments up but never follow up with me to make sure he shows up

Review: I purchased an American Standard toilet (model 3381.216) in 2014 and it stopped working properly after 10 months. The water tank stopped getting automatically filled with water after the toilet is flushed. So I called American Standard and they sent to me a package of replacement parts, which look significantly different from the existing parts inside the water tank. So I called American Standard again and was told they "redesigned" the toilet and that I was out of luck. What a nightmare. Also, the installation guide included in the replacement parts package shows a diagram of the parts that look significantly different from both the new parts and the existing parts. After spending more than $300 on a brand new American Standard toilet, I have a broken toilet that is beyond repair in less than a year. Now I have to buy a new toilet and hire a plumber to install it. This is so unfair.Desired Settlement: I want American Standard to refund my $200 purchasing cost plus $125 installation cost.

Business

Response:

The toilet parts in question sent to fix the issue are correct for the model number listed. All toilets will at times need some general maintenance. The parts sent to the customer will resolve the issue.

Consumer

Response:

I am rejecting this response because: I have to spend $200 to hire a plumber to try to fix the broken toilet, which is less than one year old. This is ridiculous. American Standard should reimburse the cost.

Business

Response:

Unfortunately the warranty specifically excludes labor, the warranty only covers the parts.

Review: I have had an american standard bathroom faucet for a couple of years and I have needed a new cartridge for it before and was able to obtain it under warranty without showing a proof of purchase now all of a sudden I have to show a proof of purchase to get a warranty item. It is a lifetime warranty first of all. Second of all the warranty terms change all of a sudden. Well this was not the terms when I purchased the faucet nor when I received a warranty part 2 or 3 years ago. This wasn't the terms when I purchased the item yet all of a sudden I have to follow it because the company chose to change their terms. All I want is a new hose and tee kit. There is a lifetime warranty on this faucet and all I want is for the company to honor their warranty.Desired Settlement: All I want is a hose and tee kit for the Hampton lavatory faucet ([redacted]).

Business

Response:

The warranty has not changed, the warranty states "FOR RESIDENTIAL INSTALLATIONS: AS America, Inc. (“American Standard®”) warrants this product to be free from defects in materials or workmanship for as long as the original consumer purchaser owns this product. Proof of purchase (original sales receipt) from the original consumer purchaser must be made available to American Standard® for all warranty claims. This warranty is non-transferable. As a courtesy we can order the requested parts, but in the future a receipt will need to be provided for all warranty claims. Once the receipt is provided to us, it can be attached to the customer's file and would not have to be resubmitted in the future.

Consumer

Response:

I am rejecting this response because:

I have ordered parts for this faucet before specifically the cartridges a couple of times under the warranty and I have not been asked for a receipt so one of 2 things happened. One the warranty has changed or two my receipt is already on file from the first time that it was done. If you want to claim that neither is true then how have I been able to order multiple times before parts under the warranty?

Business

Response:

The warranty has always been that a copy of the sales receipt may be necessary for all warranty claims. The warranty is non-transferable and only to the original purchaser. Regardless of past warranty claims, it may be necessary to provide a proof of purchase. At this point we have made a good faith courtesy order for the parts requested.

Review: Bought Am Standard heat pump from [redacted]'s AC in AZ. $5439.32 on 11/4/2013 with limited warranty. Had regular service with good reports. on Labor Day w/e, the unit stopped working. [redacted] came and found rotolock fitting broken and lost Freon. A few days later they fixed the unit for $1443.67 for (free part) , Freon, welding and labor $539.00. Since it was a manufacturing problem, (we were not on the roof,) I believe it was a faulty unit, plus the SRP bill was $361.10. We live on social security and believe American Standard and [redacted]'s should have gotten together to help with this added expense. Am standard is [redacted]. Web sites not working so I made several phone calls to no avail and decided to contact the Revdex.com.Desired Settlement: I would like American Standard and [redacted]'s air conditioning ###-###-#### to stand behind their product!! Give partial money back to us..is the part on recall?l Serial #[redacted], especially since we had regular 6month service. I did file with Revdex.com against [redacted]'s in Arizona.

Business

Response:

American Standard Brands is not affiliated with this company. The Air condition and heat pump division has been a separate company, for quite some time, they would need to be contacted at

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.

Regards,

Review: I bought Am. Std. Toilet assy. on 12/04/2012.

The glazing is defective. I cannot get past the "telephone call screeners" whose job, it appears, is to fend off customer complaints with statements similar to " this is normal".Desired Settlement: I would like a local rep. to come and inspect the toiler bowl, with an eye to replacing the defective one they sent me

Review: I purchased two American Standard toilets ($300) a piece and purchased the recommended toilet seats that went with [redacted] that we bought which were $45 + tax each. The toilet seats are terrible and you cannot even sit in them without them twisting or moving. The are a piece if garbage and I want a replacement (something much sturdier and better than these).Desired Settlement: Refund for the horrible toilet seats I bought, that are nearly brand new and toilet seat replacements that are better than these inferior toilet seats.

Business

Response:

We will be offering the customer a different seat.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have no problem receiving another seat that is satisfactory and works well. However, it should be at least comparable to the one I already purchased for $45, if not better.

Regards,

Review: American Standard sink Faucet is leaking water. The product has lifetime warranty on parts ; when request a replacement cartridge, company refused.

I have a American standard sink faucet from 2006, and do not have the receipt any more. It started leaking sometime ago because the cartridge is broken. The product has a lifetime warranty on parts. I have request on the website to provide a replacement cartridge, but the company refused to provide one because I have lost my receipt. See emails below:

For all warranty claims, we will need a copy of your original sales receipt. This includes all repair parts, fixtures, or faucet replacements. If you no longer have the receipt you will need to contact our Technical Support Department at 1-800-442-1902 to purchase parts.

Thank you for contacting us,

Karen

American Standard Brands,

Technical Customer Service

________________________________________

From: [redacted]Desired Settlement: American standard should honor its lifetime warranty on faucet parts and provide replacement cartridge.

Business

Response:

American Standard faucets have a limited lifetime warranty to the original purchaser only, and the warranty is not transferrable. A receipt or proof of purchase would be necessary to receive free parts under the warranty.

Review: I purchased an American Standard Sink that stated it was stainless steel, stain resistant and chip resistant. However, a week after install, the sink began to rust badly. I contacted American Standard only to be spoken to with little respect. The representative, [redacted], insinuated that I was lying because stainless steel could not rust. I offered to send pictures as proof, but she was not interested because as she stated previously, stainless steel does not rust. I agree that I have never seen stainless steel rust, but then my question would be, why are they advertising it to be stainless steel when it must clearly not be if it has rusted.Desired Settlement: Replacement of better value. If I return the sink, I do not want the same exact model. It is obviously is fabricated poorly.

Business

Response:

Paperwork included with the product would direct the customer to a different phone number than American Standard direct. The phone number the customer needs to contact is ###-###-####, this company handles all warranty claims on the product the customer puchased. I have already contacted the customer directly and left him a voicemail to this effect.

Review: I purchased 3 American Standard model 4260 commodes and installed them in my home. These commodes have a warranty of 10 years on the tank parts that are now leaking. All three have the same issues, leaking seals in the tank, and hardened, broken, split fill tubes. I purchased my home in February, 2006. These commodes have a production date code after February, 2006, so they were manufactured AFTER I purchased my home. I still live in the same home where these commodes are installed. There is no way that these commodes have been installed for more than 10 years, which is the warranty for the parts of these commodes that has failed. American Standard refuses to honor the warranty because I cannot produce the original receipt. I had hundreds of receipts over the years because I completely remodeled my home, purchasing everything needed to gut and rebuild the house. In doing all of the work on my home, I apparently did not register the purchase of these commodes to activate the warranty. There is no way that these have been in use for more than 10 years, and I am the original purchaser. I simply want American Standard to honor their warranty, which was the main reason that I bought their product.Desired Settlement: I just want to get the warranty replacement for the parts that have failed, which are still under warranty, which I will need to install. Installation itself is painful as it requires removing the tank to replace these parts, three times for the three commodes.

Business

Response:

The limited lifetime warranty is non-transferable, generally without a receipt or any warranty registration on file, we would require proof of purchase in the form of a receipt. As a one-time courtesy, I will replace the parts requested, but all future requests will require proof of purchase or the parts will have to be purchased directly by the home owner.

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.

This is all that I wanted, to have warranty coverage of the parts. I would need to know the next steps are to receive these parts, and when I should expect to receive them.

Review: I am a plumber who installed 2 Champion 4 toilets in a house and had a catastrophic failure of one. This failure resulted in flooding of a room beneath the failed toilet. Here is the sequence of events as they happened up to the failure.

The toilet was installed approx 2 weeks ago using the plastic tooling provided with the Champion 4. When installing the tank I attempted to tighten the tank until it had "China to China contact" per American Standard's instruction manual but I was uncomfortable with the amount of force I felt was being applied and stopped tightening before this was achieved. Consequently the tank had a leak in the seal between the tank and bowl. I assumed this leak was caused by a misalignment or perhaps a pinch in the seal. I removed and re-installed the tank and gasket two more times attempting to get "china to china contact" and prevent the leak and again failing. About 15 minutes after the final re-installation of the tank it ruptured and dumped the full tank of water all over a newly re-modeled bathroom and the room beneath. Luckily I was able to get to the supply and shut it off. I have photos of the toilet in the bath, the tank rupture, and proof that neither side was over-tightened as neither ever reached American Standards own spec'd level of tightness.

After taking pictures and uninstalling the toilet I noticed that there is a large "?" written on the back of the bowl where it faces the wall. It appears to be under the glazing so I don't know what that means other than presumably it was written by an America Standard employee. I do feel obligated to note that I have had to return 2 American Standard toilets for clear manufacturing defects and have inspected several others in the warehouse that were either poorly cast or damaged then clearly repaired before being glazed.

I am in the process of procuring estimates to repair the water damage and drywall in the kitchen/dining room area below the bathroom.Desired Settlement: I would like American Standard to assume responsibility for a faulty product and refund my purchase price plus damages incurred to repair the room below the bathroom.

Business

Response:

I apologize that the customer has had issues with their American Standard product, all product damage claims must be made through the Home Owners Insurance company. Their insurance company will then get in contact with American Standard.

Review: I bought and paid over $150.00 for a kitchen faucet from American Standard. on thanksgiving day this this broke leaving me with no way to cut the water off because there were no water cut offs under the sink. I could not stop the water except to go out side and turn all the water of from the main water cut off. then the bottom of the faucet was rusted and could not get it of so have to cut it off. mind you this is thanksgiving da house filled with guest. called American Standard the customer service people hung the phone up in my face two times. called back ask for a supervisor who also hung up in my face. just because the store could not provide me a receipt. ask if I could send the faucet back at no cost to them was told that I was just out of luck suck it up. PLEASE SOME ONE HELP ME////$150.00 IS A LOT OF MONEY. PLEASE HELP ME GET TO THE BOTTOM OF THIS...Desired Settlement: I have already bought another faucet, so if they can just send me my money back or at the least send me another faucet.

Business

Response:

All warranty claims require proof of purchase, as the warranty is to the original purchaser only, the warranty is not transferable. Without a copy of the sales receipt we are unable to start a warranty claim.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the receipt was in the box in which the item came and was destroyed by mistake in a an emergency situation. And I offered to send the faucet back at mi cost, as a proof of purchase. It seems to me that If I could send the item back they would know two things 1. that I had bought it. 2. that I actually had a problem.

Regards,

Business

Response:

Unfortunately having the faucet in your possession is not proof of purchase, since the warranty is non-transferable, people who have a American Standard faucet in their house does not prove it was purchased. American Standard cannot replace a faucet without knowing who the original purchaser was.