Consumer Complaints and Reviews
I purchased three (3) American Standard toilets from Lowe's Canada, and installed them myself. After installing the first one, and being satisfied with the flushing action, I installed the other two. After returning home, after being away for a couple of days, I found water stains and soft drywall along my kitchen ceiling and walls. Needless to say, I found that water had seeped from the bathroom above. Upon inspection, I found a hairline crack in the tank of the brand new toilet. Lowe's was good enough to replace the toilet, instantaneously. Dealing with American Standard about the damages and repair was another story. Upon contact with the customer service department, I was informed that American Standard does absolutely nothing regarding damages. They will replace the damaged product, upon their inspection. Just imagine covering the drain and waiting for them to direct ship you another toilet, if they decide to.
I was contacted by Kimberley **, who claimed to be the top person to complain to. Her attitude was very simple: "We do not pay for any damages, especially when the consumer self installs the product". After a rather heated discussion, (MS. ** WAS EXTREMELY CONDESCENDING) I was asked to submit a bill for the damages and repairs. This was submitted, as an estimate, and I was told that this would not be suitable. In not so many words, Ms. ** was all but saying that she felt that I was trying to make a fraudulent claim! Needless to say, my further inquiries were totally ignored, and there is no contact information, to allow me to pursue this matter further. I assume that Kimberley ** is now the president of the company, as her attitude towards the consumer will bode her well as she climbs the corporate ladder. Think twice before you buy their product. They make a good product, but, if you have a problem, they could not care less!
After one year the toilet would not flush properly. By adding a mug of water it would flush complete. After ripping the tank off and investigation the flush path I found a 20% blockage in the forward part of the flush path. It felt like a combination of ** and calcium from the year of slow water movement. The solution that should be available would be a special bent metal tool to open the flush path without the mess I had to endure. If you need assistance I can design one for you.
After installing a brand new faucet in my bathroom always had problems with, was not working correctly, a few weeks after that the faucet just didn't work at all causing the water to drip and going into my wall... When I called customer service and speaking to 4-5 different people they all gave me the run around not helping at all, not calling me back nor returning my emails. They hang up on me many times, being rude and nasty on the phone. This is the worst customer service people I dealt with in my life. My problem still unresolved, causing me to spend more money to buy a new faucet, I will never buy anything from American Standard again, they do not stand by their products and customer service stinks... No wonder everything is made in China now!!!
Furious! Second time to have a flood on parquet floors and Persian wool carpets due to toilets overflowing. Bedroom bathroom and hall flooded with water (fortunately clean). See two images of flapper mechanism inside of toilet (note there is not much "play".) The manufacturer obviously has a faulty flapper design. Has this flaw been reported to the government for a recall?
We purchased the Cadet toilet from American Standard through our local Home Depot. We loved the ease of installation, no problems with water leaking but within a three month period we discovered the toilet bowl was cracked in four places. American Standard was extremely helpful. I save my receipts on large purchases for at least a year, so that wasn't a problem. Their representative advised me to keep in a safe place due to the warranty. So glad because just before Easter weekend with 18 people coming I discovered that the replacement was now cracking from the lip of the bowl down the center of the front.
I just called American Standard and got a very nice person. They are going to refund my money but that means a whole series of pictures to be taken before removing the toilet, then take a hammer and put holes in the tank and bowl and take pictures. Then they will refund what we paid. I only have one toilet in my home. So we have to have someone install a toilet for the third time in less than a year. We had no problem with the way the toilet worked, in fact we really liked it. But the quality of the bowl is awful.
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Toilet cracked in middle after two months. American Standard refused to refund the money. Emails went back and forth for 6 months!! So frustrated!!!
I called the customer number to ask about a replacement part for my faucet in my bathroom. The first lady I spoke to was helpful in providing the model number. Then I called back to get my part with the lifetime warranty, and the second lady was extremely RUDE! She was yelling at me, and wanted me to pay for the replacement part. She wanted the copy of the receipt from 13 years ago, even though it's a lifetime warranty. She then accused me of yelling, and hung up without any acknowledgment of a solution for the problem. What kind of customer service is that?!
Finally, I called again and spoke to a third person, also rude. In comparison with Delta service, and product quality, I will never use American Standard again. All my house is Delta products with no leakage problems, and super nice service. No interrogation to customer. My advice: regardless of whether you have the receipt, keep calling them until they give you the replacement for the problem. After so much unhelpful attitude, I finally got someone to action the lifetime warranty and sent me the part without the receipt. One time only policy apparently, so use it!
I am a plumbing contractor, and just started installing the American Standard champion 4 max toilet because of the 4" flush valve. After I installed the toilet, a few months later the flush valve seal leaked, so I called up American Standard and they told me that only the customer can get the seal and the customer has to have proof and needs the original receipt to be emailed to them in order to get the seal under warranty. Well first off a contractor does not give the customers receipts for any parts purchased by contractor. I explained this to the lady and she said "oh well, looks like you will have to find the receipt and take it to your customer." This is the most ridiculous thing I ever heard of.
We as contractors make money off the parts to so we can't just give the customer our receipts. This is the most outrageous thing I ever heard of. I emailed the headquarters of American Standard and no one returned my email. I will never install another American Standard product ever... I will go back to installing Gerber avalanche toilets which have a great customer service and there is no issues when a part needs to be covered under warranty, and I will install only Delta faucets.
American Standard can stick their parts right up there you know what. I hope that all contractors read this so they will stay far away from American Standard products. I hope they go out of business. They sound greedy, and obviously make it hard to get warranty parts covered. And for a flush valve seal to leak after 2 weeks is ridiculous, I had to order a korky 4" flush valve seal online, to repair the toilet because my cpa had all my original receipts due to the end of year taxes, and also I had other items on that particular receipt anyways. It's just crazy how American Standard has their warranty set up. STAY AWAY FROM AMERICAN STANDARD PRODUCTS.
I bought a faucet about 10 years ago, when I replaced my whole kitchen, and the metal under the faucet that keeps it in place broke. I called the company and the person in customer service, had no willingness to help at all. He asked me to send pictures of the faucet and I did. Then he called me back and said that I needed to buy a new one if I did not find the receipt. He was like a police investigating a crime, he made me feel like I was stealing from the company. The lifetime warranty only works if you keep your receipt. The product is pretty good but be aware!!!! Keep your receipt if you ever want to get a replacement.
I had the worst experience with a 50 gallon gas operated water heater sold by American Standard. The unit was installed in March 2013. By November 2016, I installed FIVE thermocouples. While American Standard provided the part, I had to pay a plumber $150 to install each thermocouple. The last one installed two days ago failed in 6 hours. At that point I had to suck it up and buy a Rheem brand Water Heater and hope that it does not give me the trouble that this POS has. Do yourself a favor and do NOT purchase a water heater sold by American Standard. I tried to not give any stars but I had to give them one.
Just completed a remodel that included 2 Champion 4 Max toilets purchased from Menards. One of the toilets located in an addition with all new plumbing flushed with about half the enthusiasm as the other. I looked for any reason for the weak flush, and sought advice and eventually swapped the toilets where the same toilet still performed poorly. I called American Standard feeling I had a pretty good case and expected that after gathering info, they would send a local contractor to help. Instead I got a customer service rep who told me there was likely something wrong with my venting or that an animal crawled into my vent pipe. She explained that I would need to show proof that those items were checked before they would send me a new toilet because she knows from experience a new toilet will not help. I have never experienced a customer support so determined not to get involved.
American Standard??? The toilet I bought was made in Mexico!!! This company just tries to capitalize on the good American name. I bought a new American Standard toilet 2 years and the flow valve is leaking and now I cannot get any parts for it. I called customer service and they are not interested in helping customers at all. I will never buy another American Standard products again.
We remodeled a master bathroom in 2003, only 13 years ago, and installed an American Standard Amarilis Contemporary faucet and shower head in the shower. The shower handle stripped and eventually stopped working. We have a vise grip attached so we can turn the water on and off. It is discontinued and we can no longer get parts for it. That means we have to rip out the tile, install something new, and re-tile. I can't believe parts are no longer available. I could see if it was very old but I don't consider 13 years very old in plumbing terms. Very dissatisfied. I would even take in another finish but even that is not available. I have the exterior parts. It is the interior parts that need to be replaced. You'd think they'd be standard size/shape.
I just installed an American Standard UHET Dual Flush Toilet Model 740A.200 and it was without a doubt one of the best and fastest Toilet Experiences ever. I was totally pleased, two thumbs up with the ease in which it was able to be assembled and installed. All and even extra parts were provided, as well as special tools to add and speed the process up and make it come together in the blink of an eye, in comparisons to previous Toilet replacements. As an engineer, I was especially impressed with the design advancements and new materials that American Standard offered over Toto and Kohler offerings. Let's see how it holds up over time. There is no reason to believe that I may expect issues, but this is new ground for all UHET toilets. Toilets are usually one chore people put off, but, I am ready and willing to do one for my brother here in CA next week. Doing our part with the drought.
I have the lump sum receipt for material and labor from the plumber who installed an American Standard faucet in my bathroom as part of a renovation in 2004. But I do not have and did not know to ask for the individual receipts for fixtures that were installed. As a result, though I am the original owner of the faucet, American Standard refuses to honor their lifetime warranty for the faucet.
Count your loss early if you purchased a hot water heater from Lowe's. Tear it out and start over, or you will be paying to have the gas valves and burner units sent and a service call every time. Living for days without hot water and the hassle of draining it when it's the gas valve. It was 4 years old and the longest it ever worked was 3 months at a time. Most frustrating purchase ever made and I've been in my house 23 years.
When this happened during the warranty period, a very surly woman said, "We'll send a new actuator". That was it. New actuator installed, sounds like water is running. Sound only becomes more frequent until it is constant. Then, toilet starts flushing itself again a few months later. Call American Standard again. They'll send another actuator. If the first two actuators didn't work, I'm gonna bet that the problem is not the actuator. This toilet is a "Lowe's Exclusive" meaning I can't get it anywhere else and Lowe's doesn't cover repairs on products like toilets. I could call American Standard again, and they would tell me they will send me a new actuator. I spent THREE HUNDRED DOLLARS ($300.00) on this toilet - no rebate - and it doesn't work. The new actuator lasted just three weeks.
I am very angry, I am trying to list my house for sale, I can't sell it without a working toilet! I should be doing other things than writing complaints to American Standard. Their own site has plenty of one star, crappy toilet reviews, the company seems oblivious. Lowe's also has many 1 star reviews and warnings not to buy this toilet. But, nobody reads reviews before they buy when it comes to something like a 'touch free' toilet. My next rant will be to the BBB, and I hope others will follow. We all bought a lemon, and AS isn't acknowledging it, offering to fix or repair/replace. And this is something that needs to be addressed!
We bought three American Standard toilet sets for our new home. Within a few months of light usage, all the bidet sprays were leaking for unknown reasons. Because of that, we turned off their water source and called a plumber to fix them. Weeks after that, the leaks were still there and our bathrooms became flooded so we were forced to just remove them altogether.
Plumber said they were irreparable and we should ask for replacements. We thought of getting the replacements at the local Home Depot where we bought them but since all three sets had the same problem, we thought that there's a big possibility that it would also happen to every replacement sent (assuming they'd agree to it). We also can't find the time to go to the store so we just decided to forego the idea. But I didn't expect the leaks for such newly installed products. Very disappointing and not worth the money at all.
I have an American Standard toilet, and the flush valve system is leaking. After searching the internet, I realized this is an EXTREMELY common problem, and the company has had to develop an entirely new system. Trying to get through to customer service is a NIGHTMARE, and took over an hour of waiting on the phone. They have a laughable message about "extremely high call volumes" (except they've had the message all 5 times I've tried to phone in, which doesn't mean high call volumes, just that they are too cheap to hire customer service). Basically, you are getting a product from some third world country with almost zero support or warranty. STEER CLEAR!
I purchased American Standard 4205104-075 kitchen faucet and hired a plumber to install it. When installed there was a leak from inside the body so the plumber had to remove and install a temporary faucet till I could buy another faucet. Needless to say the replacement faucet is not American Standard. As it seems they are poorly made even at a cost of $300. My complaint is that there is no reimbursement for the cost of the plumber to install and remove a defective product. The hardware store, where I bought the faucet, takes no responsibility for the product sold.
Purchased a kitchen faucet back in 2005. Needed parts under warranty. Parts were sent in 2005. Called on 2/26/2016 for replacement parts because of faucet dripping. Even though I had the paperwork they sent me with the new parts in 2005 with PO # and all my info they now say that I need a receipt to get warranty parts. Very unfriendly customer oriented. Rather lose a customer over a few dollar parts than make the customer happy and buy their product again. No wonder when you go to my Lowe's in Savannah GA they have only 3 American Standard Faucets on the shelves compared to other major brands such as Moen that have a full wall display. That should tell you something when you go looking for Kitchen or bath room Faucets.
Brand new toilet August/2015. Developed ghost leak in Sept. - $31.87 extra water - leak stopped, again in Dec. - $101.52, again in Jan./2016 - $58.77. Just got my bill (Feb./2016). Complained to Home Depot 2x. Called American Standard Canada several times, waited about an hour each time. Finally they sent me my part after complaining, weeks later. **SHAMEFUL, IT'S OWNED BY LIXIL of JAPAN, made in MEXICO. FIX THE DAMN PROBLEM - THIS IS NOT RIGHT!
I have a Eljer cast iron kitchen sink. The enamel finish popped off down to the metal. I wrote customer service and spent the last 4 months responding to questions and providing original receipts. Early in the process they led me to believe my product was covered and just needed a receipt to show date, item, cost. They confirmed the date and told me they just need to see the item detail more clearly. I provide a PDF copy and was told my receipt was submitted for payment. I just received a letter from a different person stating my sink was out of warranty. It was their people that stated the sink was in warranty. In fact I believe it has a lifetime warranty. Since American Standard doesn't participate with Consumer Affairs I suggest you pass on all their products. I am forwarding this to the California State consumer affairs for legal action.
American Standard Toilet - I emailed them (Canada) and even fill up their survey but never get a reply from them. I contacted their 1-800-387-0369. It took me an hour to wait for the customer service to answer me back. They willing to send me the part but I have to pay the shipping and handling fee plus tax even though is under 5 years warranty. Most company I deal with such as Delta Faucet, GE, Philips, they usually free of charge. This is unfair because the warranty did not stated that there is an extra charge for shipping and handling fee plus tax.
Installed 2 new Champion 4 Max toilets. Both work amazingly well. Putting new flooring down and replaced the toilets in the baths for lower water use. I was skeptical, but haven't had problem flushing yet. Tested by several construction workers, plus I'm 6'6" tall. My personal tests flushing, didn't include anything as big as a basket of golf balls - or anything as small as a golf ball. So far I've only had to flush twice 1 time and never had to plunge which is a huge improvement over my old toilets.
2 minor issues. First AS opted for form over function. I got the elongated bowl, for some strange reason they included a seat that takes an 11/2 off of it and to make it look pretty (you wouldn't want to put your a$$ on an ugly toily). The seat cover covers the seat itself making for a deep sharp rim when in the up position. The other minor issue was that the fill valve had a minor dripping problem when installed. I called American Standard customer service. The phone was answered immediately (caught me off guard, I was expecting a wait and calming music) by a nice lady who took my name and address and sent me out a new fill valve right away. I gave it 5 stars based on the function of the product and the speedy customer support. I'd recommend them in a heartbeat.
I purchased three American Standard Toilets and they all leak water into the bowl. I have to refill it of the water that was lost every 30 minutes or so because the seal does not hold the water.
I bought faucets 20 years ago and they came with a lifetime warranty. Now they are all rusted. I called them and they asked me if I had a receipt, I said not anymore. When I told them I did not have a receipt they told me that these models don't come with a lifetime warranty. I have been a big fan of American Standard for a long time, I used to sell their products through my business as well as installing their products in my home. I thought their customer service would have been better than this. This is what an American Standard faucet looks like after 20 years. Their customer service will not do anything about after repeated attempts at looking for a solution.
Purchased an American Standard hot water tank in 2014. Two years later 2015 the tank cracked. American Standards was contacted on Monday and they asked to email pictures of the tank and the pipe connections. On Tuesday I was to email more picture. On Wed, they wanted to know more information i.e. where the tank was purchased only to receive an email stating that they will review my case and get back to me. I have been without hot water for a week now and I am not very happy. If American Standard company feels as though their products are made with quality they should stand by it and honor their warranty. I feel as though the process they take you through is ridiculous and a discouraging. I wish I came to this site first before purchasing this item. I definitely would have chosen another company.
We purchased 2 toilets (Mainstream model - 3472128020) & had them installed. The first toilet is great, but the second toilet is a total bust! Our intention was to purchase two identical products as the exterior packaging, model number, and pricing were exactly the same. We also purchased the items at the same time, on the same day, from the same store. However, upon installation of the second toilet, we found that the two products are NOT identical in quality or physical parts. Although the part numbers were the same, the second toilet had a completely different instruction manual, toilet filler, flap, seat mounting hardware, and bowl mounting hardware.
In addition, the second toilet was missing some hardware to mount the seat so our lid/seat remains unstable and wobbles with each use. The tank also had a large, black scratch across the top and we had to file down the edge of the seat as it was so uneven and rugged, it actually nicked us. In conjunction to all of the above mentioned, the second toilet is significantly louder than the first.
We are so surprised & disappointed in the inconsistent quality between these two 'identical' products! Returning them is not a feasible option as the toilets have already been installed. American Standard customer service was unable to provide us with any explanation for this occurrence.
Jonathan TroutConsumerAffairs Research Team
As a member of the ConsumerAffairs Research Team, Jonathan Trout believes having access to free, comprehensive information on products and businesses is vital to making smart purchasing decisions. He focuses his efforts on researching and reviewing multiple brands across a variety of industries, with the goal of writing unbiased buyers guides to help inform consumers on impending purchases.
American Standard has been designing and making bathroom and kitchen fixtures for over 140 years. It makes multiple styles of faucets for your kitchen and bathroom sink, as well as shower and tub. Faucet prices range from around $140 to over $700.
- Bathroom faucets: American Standard makes one- and two-handled bathroom faucets. They come in up to five installation types and modern or traditional designs. Bathroom faucets come in brushed nickel, bronze, oil-rubbed bronze, chrome or stainless steel.
- Kitchen faucets: American Standard makes multiple styles of kitchen faucets. Choose from pulldown or pull-out faucets, wall-mounted, deck-mounted, single- or double-handle faucets and more.
- SelectFlo: SelectFlo technology includes four spray patterns to make washing dishes and cleaning up easier in your kitchen sink. You can filter which models have SelectFlo technology when you’re looking at faucets on American Standard's website.
- Selectronic technology: Selectronic hands-free technology is American Standard’s touchless faucet system that allows you to turn water on and off with a wave of your hand. It has a sliding sensor door so you can select a manual mode when needed.
- ADA compliant: American Standard has multiple models and styles of ADA compliant kitchen faucets. These are easy to use for people with limited mobility and dexterity issues.
- Best for consumers wanting multiple faucet styles and designs to choose from.
Compare Bathroom and Kitchen Faucets
American Standard Plumbing Company Profile
- Company Name:
- American Standard Plumbing