American Standard Plumbing

We bought a new toilet and had it installed by a professional plumber. After about 20 flushes, the handle broke off. I called and gave the operator all of the info on the paperwork. She agreed to send another handle for the toilet. This handle was incorrect. So we tried a second time. Again they sent an incorrect handle. I called a third time and gave them information from inside the toilet tank. They told me that the product was so new there were no replacement part available and had did not know when they would be able to send the correct part.

We now have a brand new American Standard toilet that must be flushed be opening the tank and manually pulling up the chain until further notice by the company.

I purchased an American Standard (A.S.) kitchen faucet last September. I have had problems with it from the very start. I had a professional licensed plumber install it. He informed me that it was defective, because using the hand squirter caused a chattering in my water lines. This can cause the pipes to leak if not corrected.

I called A.S. customer service. They told me this was caused by a bad diverter valve inside the faucet, and they sent me a replacement valve. This did not fix the problem. So, I called them again. This time they sent me another diverter valve and the cartridge part of the faucet. These also did not fix the problem. I called customer service a third time and they said they would send me yet another diverter valve. After waiting over a month without receiving the new part, I called them a fourth time. They said that for some unknown reason, the order to send the part had not been completed (and had been ignored). At this point, I realized that this faucet has problems which cannot be fixed. But American Standard refused to replace the faucet. I gave up on A.S. and bought a Delta brand faucet. I had it installed by my plumber, and it works perfectly with no problems at all.

My American Standard WH was installed 4 days ago by Harvey West Plumbing and the pilot light is out. I followed the instructions precisely and it will not light, it has an auto light feature like a gas grill. I cannot believe the plumbing contractor would sell this product with all of the issues listed here and on other sites. On top of that, the last thing he told my wife after being paid was, "The pilot light may go out if the circulation in the attic is poor. We will come out and light it the first time for free, all of the new water heaters are like that." I was shocked and knew this was not a normally accepted "new" WH design.

I will be [expletive] if I am going to go through the horror stories written by these poor victims. On top of this, the contractor advertised the WH as $699 installed. Sounds good, but then he added $365 for a hot and cold water connection tubes and a flexible gas line. These cost a whopping $33 total at Home Depot. So I was duped twice. Three other contractors I called include these parts and the city inspection fee in their installed price.

As I write this warning, my wife is at the bank issuing a stop payment order on the check. A reputable competitor who has been in business 45 years will install a Rheem WH with an 8-year warranty and match the 8-year parts with 8 years labor for $898. Harvey West Plumbing should not be selling this brand and they should not be engaged in what I believe is misleading and deceptive advertising. Due to what I believe are deceptive and misleading practices by Harvey West Plumbing, I will not consider allowing them to fix this beleaguered and unsafe product.

Installing three low flush water closets within the house, I chose to keep the 1980s color of grey/silver for the main bathroom. Big box stores could not provide grey, so I visited the local plumbing specialist Splashes in Victoria BC. I did manage to order a grey Cadet 3. However, it took over six months to finally get it, while the Totos were in a matter of a few weeks.

Almost six months to the day, I picked up the grey AS Cadet 3 and promptly inspected it for cracks and/or chips. The bowl and tank appeared in good shape and were consequently installed. As soon as the toilet bowl was filled (AS), I noticed a brown spot that just couldn't be removed with cleaner. On further careful examination, I discovered that there were two areas in the bowl that did not have glaze over them, causing the porcelain to turn brown and stain. I spoke with Splashes's front staff, and after deliberating with management, I was advised that as the toilet was intact when received, I must deal directly with AS. The original complaint was lodged over the phone, and two follow-up faxes were sent requesting status of Claim Number **. There have been no answers yet, and it has been four months since initial contact.

Splashes remains adamant that I deal with AS. If only Toto made grey porcelain, I wouldn't have this problem. I've experienced poor customer relations. I guess the class action suit regarding the Champion is taking precedence over all others. The economic impact is that I will be replacing the bowl, probably with another color, which means a new tub/shower, sink, and vanity top. It's an aesthetics thing. My total anticipated cost to rectify is about $2,000.

Last summer (2009), I purchased an American Standard vanity water faucet set from Home Depot. The cold water comes out smelling foul. It makes my stomach hurt to drink the cold tap water out of that faucet. Hot water is fine. Other sinks in the house are fine. We have replaced the hose connecting the water to the sink several times but in a day or so the awful water is back. I am sure I no longer have the receipt. The faucet was around $100. It is brushed nickel. Water from this faucet makes my stomach hurt and throat burn. Also smells very bad!

I am a remodeling contractor, 25 years now. I installed an American Standard bath faucet in my own bathroom last November 2009. Then in March 2010, it began to leak internally when it was in the on position. When on, it would pour from underneath inside the cabinet. Luckily, my beautiful daughter noticed it right away and brought it to my attention. I got a replacement from my wholesaler here in Ohio.

Next, just 3 days later, I am installing another American Standard faucet (same guts, different style) in a customer's bathroom. It was a lengthy install, because it was a pedestal sink and all the plumbing shows. After completing a very exacting installation, I turned the faucet on and, you guessed it, water was pouring out from underneath. Buy Price Pfister.

Our first Cadet 3 toilet (product number 2403012) came with a leak that caused the tank to drain constantly into the bowl. American Standard shipped us a new flapper valve and a new flush valve; neither helped. Then they shipped an entirely new toilet which we had to install at our own expense, but it leaked even worse than the first one! We finally fixed it ourselves by applying sealant to the joint between the flush valve and the base of the tank. American Standard says "sorry" but are unprepared to do more and appear not to care about what they now admit were likely cracks in the bases of both tanks.

American Water Heater (ProLine) pilot constantly goes out. I cannot relight. (The original purchase date is 10/22/07.) I was sent 2 replacement thermostats and a thermocouple by the manufacturer. Labor cost was my expense. Still, I was having a problem. American Water Heater today (1/4/10) agreed to replace hot water heater, but labor will be my expense.

I see there is some defect with American Water Heater (California class action) and believe consumer should not be responsible to pay labor to replace a defective product. Not to mention previous plumber costs and inconvenience and aggravation. Currently, I incurred $200 in plumbing costs. I am awaiting cost estimate for a complete new installation.

We have had an American Standard kitchen faucet since 2004 and have had nothing but problems. We have contacted American Standard by phone numerous times and they have sent parts and at one time, a faucet replacement but it still leaks. The faucet is no longer available and the local store that we originally purchased it from no longer carries the parts and it still leaks.

The item has a lifetime warranty but each time we call American Standard, it's an ordeal and at one point, they requested us to send a picture of the problem. I did not have a camera but the only way I received a part was because I offered to send the faucet or purchase a replacement if they would reimburse us. Well now, here we are 5 years later and it still leaks.

I have had to replace the transfer valve, diverting water flow from tub to shower, three times in the last year. I have the Williamsburg model; valve part # 012316-0070A. American Standard is great about sending me replacement ones, but the design is not correct, and these valves break. I just looked at the new replacement just recieved. To see what happens,I just screwed the shower handle on the stem of the valve to simulate what will happen and function of the shower /tub diverter. Note, I did not screw the valve into the valve housing. I therefore was able to see what movement and function happens when I turn the valuve stem with the handle on it. I found when the stem is turned two or more times to move the piston outward,thus diverting the water, the piston (diverter) gets stuck there, and wont retract again, as you would expect. I suggest this valve is the reason for my need to replace it several times. This valve needs a design such that the number of rotations the the stem can turn are limited.

I have two Amercican Standard Champion Toilets They both have Broken Flush Valves, Replacment parts on back order over a month and is to date still on back order with no time line that items can be sent.

What is the deal with this company?

American Standard customer service is definitely SUBstandard. After a year, my kitchen faucet hand spray diverter clogged; waterflow virtually stopped. I and friends tried for two weeks to disassemble the spout assembly, using the parts exploded view. It would not budge.

I called TWICE for assistance. Both women I spoke with knew less about the faucet than I did. Finally I was told that if it didn't come apart, there was nothing they could do, there was no one else more technically savvy I could talk to, the problem was mine. I just shook my head at a major company that offers absolutely no technical support on their products at all, and have no regard for their customers.

I'm washing dishes in my bathroom sink until I can purchase a new NON-American Standard faucet.

I purchased and installed American Standard faucet for the kitchen, with a lifetime warranty.Both handle inserts have stripped and I have spent 3-1/2 months trying to get the correct parts. I have spent more wasted time on the phone to them, than if I had walked to N.J. to pick them up. It took them 3 weeks the first time to send me the incorrect parts, even though I gave them the model number off the original installation instructions.Now they want me to send pictures of the faucet.I'm on my way to the home center to buy a new faucet, tired of having vise grips clamped on the valve stems to operate.

Have to buy a new faucet and install, instead of replacing a ?? $2.00 part by removing 1 screw that is supposed to be under warranty.

I purchased and American Standard faucet from the Home Depot 2 years ago. After only 1 year of use the faucet handle became very stiff and the faucet started to leak. I disassembled the faucet to try to reduce the stiffness and elminated the leak I accomplished loosening up th handle a bit. About 6 months later it became stiff and leaky again. I fixedit once again.

Come to this morning the handle was very stiff and as I went to turn off the faucet the valve completely broke with the handle now flapping, the water running and no way to turn off the faucet but to turn off the water. I called American Standard to get a replacement faucet and was told they only provide parts. I said okay, I need allt he parts then.

She agreed to send me the valve and all internals seals, but then proceeded to tell me it will take 7 to ten days to receive the parts. I said, What kind of lifetime warranty is this, your faucet breaks after 2 years and now I have to go 10days without a kitchen sink faucet I asked if she could expedite the shipping and she said no, I asked why it takes 10 days to ship a couple of small parts from NJ (American standard is based in NJ) to DE and she said actually I am in Ohio and the warehouse is in Texas. I told her I would like to spea to someone sho can expedite the shipping for me becasue this is horrible customer service. She said, We do not expedite shipping, I am the only one who processes orders and our customer service if fine we treat all our customers the same. I hung up the phone thinking, well I guess you treat all of your customers poorly.

I guess warranties are virtually useless these days and should not be ad deciding factor in my purchases. I will never buy American Standard again. On a side note I remember noting how heavy the faucet was when I bought it and making a non-relevant connection between the weight and quality, i.e. the heavier the better. Turns out all the internal components of the faucet are plastic junk. I see very clearly now that a plastic faucet with a metal valve would be a much better design than a heavy metal faucet with a plastic valve. All the faucet fixture does it transfer water while the valve does all the work and gets all the abuse.

I purchased and American Standard faucet from the Home Depot 2 years ago. After only 1 year of use the faucet handle became very stiff and the faucet started to leak. I disassembled the faucet to try to reduce the stiffness and elminated the leak I accomplished loosening up th handle a bit. About 6 months later it became stiff and leaky again. I fixedit once again. Come to this morning the handle was very stiff and as I went to turn off the faucet the valve completely broke with the handle now flapping, the water running and no way to turn off the faucet but to turn off the water.

I called American Standard to get a replacement faucet and was told they only provide parts. I said okay, I need allt he parts then. She agreed to send me the valve and all internals seals, but then proceeded to tell me it will take 7 to ten days to receive the parts. I said, What kind of lifetime warranty is this, your faucet breaks after 2 years and now I have to go 10days without a kitchen sink faucet I asked if she could expedite the shipping and she said no, I asked why it takes 10 days to ship a couple of small parts from NJ (American standard is based in NJ) to DE and she said actually I am in Ohio and the warehouse is in Texas. I told her I would like to spea to someone sho can expedite the shipping for me becasue this is horrible customer service. She said, We do not expedite shipping, I am the only one who processes orders and our customer service if fine we treat all our customers the same.

I hung up the phone thinking, well I guess you treat all of your customers poorly. I guess warranties are virtually useless these days and should not be ad deciding factor in my purchases. I will never buy American Standard again. On a side note I remember noting how heavy the faucet was when I bought it and making a non-relevant connection between the weight and quality, i.e. the heavier the better. Turns out all the internal components of the faucet are plastic junk. I see very clearly now that a plastic faucet with a metal valve would be a much better design than a heavy metal faucet with a plastic valve. All the faucet fixture does it transfer water while the valve does all the work and gets all the abuse.

I cannot wait ten days for a replacement parts. So now a worthless $80 hunk of metal that I have no desire to fix even when the parts come and I have to go out and buy another new faucet only 2 years later.

I have a lifetime guaranteed faucet, which didnt last a lifetime. So they sent me parts, and i started trying to figgure out how to fix it. Eventually i gave up and requested instructions (for a second time) new parts were sent out. So for a third time i requested instructions, and got none. They dont have instructions. THey want you to figgure it out yourself. This is not a warranty if you ask me. Ill never buy another american standard product again.

Needed a part for my shower. The Pressure Balancing Valve. They were unable to help unless I had the specific model number. They directed me to their website and there is not a part listed that matches. I spent hours looking and am at a dead end. NEVER will I buy American Standard again.

I had to call a plumber to replace the part and perhaps the entire unit or shower.

My daughter purchased an american standard shower faucet last fall. Both stems have broken on the valves and replacement parts are next to impossible to find and when you do find them they cost about twice what similar replacement parts cost. No more american standard products for me.

I called American Standard Customer Service to report a knob that fell off of a faucet I purchased on 9-27-08 with a lifetime warranty. They gave me a confirmation number and stated the part would be in the mail. The literature that came with the faucet said not to return it to the store but to call their 1-800- to report missing pieces or broken parts to their customer satisfaction team. Two months have passed, and I have yet to receive the part they promised me.

At the end of November, I called them again to report the part was never received. I was told they just received the part and I should be receiving it shortly. Four more weeks have passed and I still have not received the part. This company does not even send you a repair kit to repair the part that fell off if they do not want to spend the extra money for new parts. American Standard stated on the faucet box and on the literature inside the faucet it has a lifetime warranty for parts replacement free of charge with proof of purchase.

I have proof of purchase receipt in hand and have been ignored by them. I will never buy another American standard product again ever. They used to sell great products but are now selling junk. I am not pleased with their customer service becasue they have chosen to put up their sign that reads, How can we not help you today. I also had trouble with a Trane furnace they also manufactured at a former residence. Avoid this company if you can because they do not service what they sell and they are riding out their warranties to avoid warranty costs. A piece of junk and is also now considered a Substandard company by my family.

I had to buy a package of special glue to glue the knob back on the faucet. A plumber told me to do this. However, the glue should have been provided by American Standard when I called them under their warranty if they did not want to spend more money to send me the part. They don't want to spend a dime on their product warranties to satisfy their customers.

The American Standard idea of quality control seems to be let the customer do it himself.

Built a new home in 1996.

1. 5 toilets - Cadet - Every flush valve has failed, and American Standard says that since the toilet is discontinued (it always stops up) the valves are no longer available. They are cheap plastic, and you can't buy anything that will work in its place. So - what am I supposed to do, dump 5 toilets?

2. Americast kitchen sink: finish began to wear off and chips developed. American Standard asked what I used to clean it - standard grocery store cleansers, I said. Oh no, you are only supposed to use whatchamacallit. Huh? Never heard of it. Not sold around here that I've ever heard of. So they send a cheap touch-up kit. You can't use anything else??? What is this about?

3. Shower faucet: failed in the wall - now our master bathroom may have to be completely ripped out. Plus, the parts for ANY of their products are impossible to come by (today 5 plumbing houses in Chicago didn't have what I needed!!!)

Our home is our life's investment, and as far as I'm concerned, American Standard is destroying its value.
I am so sick of American Standard and their sick poor excuses I hope they go bankrupt and the owners get some incurable disease that has them lingering in pain before they die.

Toilets need to be replaced (5 @ $450 each); kitchen sink needs to be replaced ($1000), master bath shower may be ruined ($5,000) and at the very least shower valve no good ($400). Since everything's out of warranty, American Standard gives a hoot.

About 2 months ago I purchased a model 3375 American Standard three handle bath/shower set. In replacing surround on shower, it had to be built up where it was extra thick, so we had to order the extender kit. I was appalled at the price charged for this kit (about the same price we paid for the set itself). Then just a short time ago my wife was shutting off one of the faucets and the valve stripped and she went past the stop and now we have troulbe finding the right spot to stop the water flow. I have not been impressed with our American Standard product. The valve # is A954120-0070A.