Bates, George Builders & Home Improvements

Unfortunately the warranty is non-transferable, and a receipt is necessary in order to validate the warranty, an entire product cannot be replaced with out some sort of proof of purchase.

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.

The first step would be to try and change the blue seal that is on the flush valve.  This is already on order for the customer.  It was ordered on 4/6/17 and is in the process of shipping.

There is nothing further we can offer.  We have attached the specification sheet showing the dimensions of the toilet, showing the measurements.

Shipped to address customer gave us, tracking number was [redacted], showed delivered on 12/10 via Fed Ex Smartpost.

American Standard faucets have a limited lifetime warranty to the original purchaser only, this warranty is no-transferable.  In order to replace an item under warranty a copy of the the receipt or invoice would be required to validate the warranty.  Simply having the product is not proof...

of purchase.

While our warranty does exclude labor, I have discussed this with the reimbursement department and they have agreed to this request as a one-time courtesy.  Customer should be hearing from them soon, it may take 4 to 6 weeks to process the claim.

[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.]
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.
Regards,
[redacted]

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.

Complaint: [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,
[redacted]

All customer issues are input into a data matrix, which is reviewed by engineering / quality.  All quality issues are taken very seriously, and looked into by the correct department.

Complaint: [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,
[redacted]

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.
Regards,

We attempted on Friday 10/20/17 to contact the customer directly.

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.

Thank you for your current email.  Mr. [redacted] [redacted] of American Standard...

called and said they agreed to send me a reimbursement check in the sum of $483.45, the sum I paid for the defective American Standard toilets.  He said it would be approximately two weeks before the check would come to Sacramento.  The checks are processed in Tennessee.  Thank you so much for your assistance.  I will let you know when I receive the check.

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

Complaint: [redacted]
I am rejecting this response because:
It is not a valid response! I bought the faulty faucet MYSELF! As I've said before I did not keep the receipt as most faucets do not break within less than 2 years unless they are substandard or defective. I was unaware that I was buying a product that was substandard and defective. Also was unaware that this was a company who does not stand by their workmanship. Something has to be done to resolve this immediately!
Regards,
[redacted]

Our Walk-In-Bath team will be contacting the customer directly to assist.