American Standard
reviews and complaints

I am writing this email for two reasons. Number one I am absolutely furious at the service that I've received. I have now spent 3 1/2 hours on the phone leaving messages, being transferred, leaving more messages, being transferred back. I was actually on the phone with one lady who yelled at me because I didn't have the model or serial number and then when I asked her name she hung up on me.

I then finally got to a lady named Doris, I do not know her last name she was absolutely wonderful. I want to make sure she is recognized.. However in the middle of all of this I had to get up and out of bed (I am bad ridden), get myself into the wheelchair to go and find the serial number or model number which is nowhere on the tub and nowhere on the paperwork. I then had to take pictures of the tub and the parts and send them to her. This is ridiculous for $20000 I expected better! She was unable to assist but at least she was comforting and understanding.

I also want to thank a lady named Nikki last name also unknown, who did exceptionally dealing with me and my frustration. Although she too was unable to handle the situation her attitude and demeanor was wonderful.

As I write this I am getting ready to contact the Better Business Bureau. I am fully disgusted with the way this entire situation has been handled except for Doris and Nikki, Lese, and Sue. Oddly enough Lese was able to pull up the model number in an instant and told me that the service department would call me IN A FEW DAYS. As I stated, I expected far more for $20K.

Please contact me at [protected]. Thank you very much

I purchased two American standard champion 4 toilets. First one from Lowes 2018 and the second one from Home Depot 2019. Both toilets started to ghost flush/water leaking out of tank to bowl. The gasket at the bottom of the flush valve was failing. I hand to replace both flush valves. Is there an issue with the gaskets? How long will the new gaskets last?

I'm remodeling two more bathroom and was planning on using the same champion 4 toilets. What do you recommend?

Need a door gasket replaced in my walk in tub I purchased in June of 2019. Serial number [protected]. Extremely poor service from American Standard when it comes to getting a technician to fix problems. I understand about covid 19 and a shortage of workers but I called on January 26th and recieved a ticket number 42278 to have this door gasket repair arranged. Have called back numerous times to follow up to get a BS answer from Leese (the repair appointment maker at [protected]) only to get the same old excuse... I will call the repair man to get you scheduled. It is March 22nd and still I can't use my tub that I paid $15800.00 for.

two weeks ago the hot water stopped coming to my tub,shower combo,I have called 4 times,excuses excuses,no repair,it was not a cheap item and there is a warranty. I will not be paying this month unless I get word someone is coming soon. Please resolve this issue before I have to take this further,there is no way to take a bath or shower except for the tub. We have hot water in the rest of the house even in the sink in the bathroom

We purchased and had installed an American Standard walk in tub in Dec. 8 ,2021. My wife noticed a leak around the door. We spoke to their customer service who sent a replacement gasket which arrived around Jan. 18, 2022. We called their customer support and they were to have a repairman install the gasket. After numerous call on our part to their customer support we still have had no contact from their repair man. The warranty on their tub means little if you cannot get after sale support.

Void and null contract because the home was in the storm. Tub not affected by the storm in that part of the house.The person who installed it came and looked and could not believe the company did that and said. the manager didn't have the balls to call left a message with customer service I've been waiting a week for his call. all I ask is to have it removed. You pay all this money to be treated like this.

Heat Pump4 86V0036810000B
Air Handler TEM8A0C36V31DB
Stat ACONT850AC52ZA
The unit was installed in April 2021. It has operated without problem, but the standby current draw is excessive. The compressor unit has a 1.85 amp draw per leg when the system is off. This amounts to more than 10Kw per day in a standby mode. In an extremally efficiently constructed home in Texas we are accustomed to several weeks in the spring and fall using no climate control at all. Additionally, the use of the heat pump in the mild winter may be very minimal. This means that standby energy consumption will cost more than any possible savings. The previous York 18 Seer had negligible power consumption whin not heating/cooling. The dealer has refused to contact AS to see if this is normal and/or expected. The dealer has dismissed my concerns. AS will not allow homeowners to speak to anyone about technical issues rather refers you back to the dealer who is not concerned about the issue.

I have an American Standard air conditioning system that was installed in November of 2019. The dealer that installed it is no longer in business in Texas. He has since moved to Florida.
The system started leaking water back in June. I called an American Standard repair service to check it out. The guy never opened the unit, gauged it or anything. He said it was the drain. it wasn't because I had already made sure the drain was clean and draining. He acted like he didn't want to mess with it. Added a turn off to the drain and left. Still leaking. I called another American Standard service. They said they could not work on it becuase it was installed incorrecfly and would have to be reinstalled for $3500.
So I called an independent American standard serviceman. He also did no like the installation but put gauges on it and said there was an air flow problem.
Now mind you we ran this unit last summer which was hotter than it is now. And there were no issues.
I was finally fed up as water is still leaking into my walls. so I called an AC inspector. He said there is nothing wrong with the installation.
I called another guy 2.5 hours away. he is not an American standard dealer. Primary pan is cracked and expansion valve is bad. Now American Standard will not warranty because he is not a dealer. This is ridiculous that American standard techs cannot diagnose and fix but someone else did and now they wont warranty it. Plus I will have to have my walls replaced.
Basically, since the other American standard guys didn't install it they don't want to fix it. They want to replace and charge thousands of dollars. What crooks this business is. I am very disappointed and will never use or recommend American Standard. Customer serviced was a joke as well. They told me to just keep calling people out.

Had a new unit installed in March 2017. Have had nothing but trouble. Company comes out, cleans drain, acts up again a short while later. Tired of spending money on this thing. Company came recently and installed new valve. Still does not work. Company came today, cleaned drain, still doesn't work. We think the unit is a lemon, but have no recourse but to call and pay until the summer is over. We are both retired Ingersoll Rand employees and were sold on the American Standard brand. Not anymore. The company that installed is Summit Services Heating and Air, 86 Beach City Road, Hilton Head SC 29926. [protected]. We are reaching out to get some sort of satisfaction. I recently thought about trashing this thing and buying something else. Things like this reflect badly on TRANE and American Standard and rest assured we will let others know about our issues. We would appreciate at least a confirmation of receipt of our complaint. Thank you.

After only two years of use, the toilet is not flushing completely. I have spent over two hour on the phone trying to get in touch with a representative to assist me. I have still not gotten through. I had a major remodel back in 2019 of kitchen and bath. I researched many toilets and the salesperson recommended the Champion 4. But after just two years I am already experiencing issues despite nothing being visibly broken. The Delta toilet I used for upstairs bath remodel is still going strong after almost 10 years. I do not use tank cleaners and all parts seem to be functioning fine. I have max adjustment to use as much water as possible but I still get incomplete flushes. I wasted 2 hours on hold trying to use American Standard s help hotlines.

I had a new American Standard A/C heat pump installed on February 11th, 2021. We installed a replacement for the American-Standard heat pump that lasted only 5 years before the compressor went bad. I figured I might as well have a new heat pump unit installed instead of just the compressor since I would get a new 5 year warranty...it was probably just a fluke that the compressor went bad.

So like the old unit, the new unit is a Silver Series 14 SEER. Last week this unit quit running 5 months after the installation. It is July in Florida so it is needless to say that the heat is almost unbearable without the A/C running.

It took a couple of days for the tech to come out to replace some parts and after 3 days it was running again. I figured since the unit was only 5 months old, the whole repair would be covered by warranty...no such luck...the tech said he needed to charge me for the refrigerant...evidently American-Standard doesn't consider this part of the warranty although the refrigerant had to be replaced for the repair.

He said he had to charge me $450 for 9 pounds of refrigerant because the warranty didn't cover that. What?, I said... I am giving you a deal, he said...I should charge you $900. Later on I searched for that type of refrigerant and discovered you can have it shipped to your door for $13 a pound all day long.

So 1 day later, you guessed it, the unit quit again. Now the 5 month old new unit also needs a new compressor and they can't get the part for 4 days so if that is the case, that will be a total of 9 or 10 days with a house that is inhabitable.

I asked for a new heat pump unit and I was told no.

I asked if they could get the part quicker than 4 days...evidently American-Standard won't pay to overnight ship.

I asked if my 5 year warranty would still be in affect...he would have to get back to me on that.

I am a remodeling contractor that never complains but I will tell you ...American-Standard...never again.

American-Standard please tell me if all of this listed above is truly your warranty policy.

We had a major remodel back in 2019 of kitchen and bath. I purchased the Champion 4 toilet for $178.00 at Home Depot. Up until a few months ago the toilet seems to work fine. This year we have experienced issues with incomplete flushing. The handle seemed to have change position slightly so when I checked it I tightened it and didn't notice anything broken. I went online and saw other people had same issue as us even after adjusting fill valve to max. I even put a small piece of PVC pipe to extended overflow tube in hopes of fixing issue. It still is hit and miss and we experience incomplete flushes. I spent twice as much money on this toilet compared to the Kohler I put in upstairs bath almost 10 years ago. I'm very very disappointed in this product considering the amount of money I spent.

We have been getting the run around with American Standard HVAC for 6 weeks now. We have had two heatwaves of over 113 degrees and have an elderly woman living in our rental where the unit is out. We are extremely concerned about her health.
Rhino Heating and Air were out to the property at 4641 Mount Auburn Court, Sacramento, CA 95842 the first of June because the hvac was not cooling. They said that there was no Freon in the compressor and it must have had a crack in it. Either way, it had failed. The unit was only two years old and still under warranty. Rhino had ordered a new compressor and was told it would be here in 7-10 days. After 10 days I called and still no compressor. Theresa, the office manager called her supplier and was told that because of covid it still had not shipped but was promised that it would ship that day. That was June 14th. After another 15 days, I called back and they gave a tracking number of [protected] and today, July 9th sill NO COMPRESSOR and it is going to be 113 tomorrow. We were told the compressor is still at the manufactures. What is up? We have been lied to all along by the Manufacture.
This is horrible customer service. On top of everything, American Standard is charging for shipping when it was their unit that failed. Totally WRONG.

My new American Standard Titan toilet had a leak. I determined it was coming from the tank and assumed it was most likely the tank bolts. I took the tank off and reinstalled it but it still leaked. I took it apart again and figured out the rubber gasket where the fill valve connects to the tank was defective when installed at the factory. Due to your poor manufacturing, I had to remove and replace the tank twice and had to risk cracking the tank two extra times. Plus you caused me to waste my time redoing it. Don't think I can recommend American Standard to anyone I know.

Had the Deluxe model walk in tub with glass doors installed. Bait and switch on the shower doors - this is the 3rd time they have broken - poor quality to say the least - I paid over $11k and was shown quality doors - what they gave me were the cheapest I have ever seen. My mother in law is 84 years old and the inner handle broke - she fell in the shower and was bruised not broken. I have left 2 messages to have the door fixed and worked for months to have them replaced - nothing to date. I am big on local Mom networks - trust me, I will let the world I live in know of the poor quality and customer service from American Standard - fixing these cheap doors will only lead to Mom falling again - they need to be replaced NOW !

I am a contractor trying to get a shower pan color sample so I can get my client to sign off on the color and order your product. I beleive the color is a a 218.
I started this process close to two weeks ago by visiting a furgusion shop here in las vegas, then speaking with a fugusion show room rep. Then calling your 8000 number several times and spoke with a amstead, a connie, an evan and today a rather snot nosed rep called david in texas at [protected]. David told be to call the better business bureau becuase I can't get any satisfaction. On 3/19/21 i called [protected] spoke with an evan and connie and they said they were arranging shipment of the sample, wait till tuesday, the 23rd. It was a no show as of yesterday. I tried to call back and got the mouse trap of your customer service, then called david in texas, it was the number I got from connie on the 19th, and was told to call the BBB. Help me! David [protected] or [protected]@gmail.com

Product was purchased in August 2018 I thought I was buying a top of the line product, but 2 years 4 months later the coil is leaking in multiple places and needs to be replaced. I have video footage of the bubble leaks and I am very disappointed in the quality control at American Standard. Yes, your part is covered under warranty, but it will cost me over $800.00 in labor to have it installed. YOUR faulty product is costing me money. I expect American Standard to mitigate these additional expenses if they want to continue to be considered an upstanding company that stands behind their products.

I have been trying for two weeks to contact customer support for repairs to my toilet. It is the same issue that I have needed to repair for the third time in as many years. I have sent 2 emails and have called several times and yet speak or be able to contact anyone. At the time of writing this I have been on hold for 1 hour and 38 miutes, and holding. I previous calls lasted 1:30, and 1:10.

The three year old toilet (the most expensive toilet I have ever owned) will not flush, the sensor will not work despite changing the batteries.

The quality of the product is subpar, the quality of the customer service is lacking even more. All I want is resolution of this issue so my family can have access to a properly functioning toilet.

During the summer is 2020 my 3 year old american standard 3 ton central air conditioner stop working. The air condenser, wiring, and switchers were burned out and needed to be replaced. The warranty was 10 years for parts 1 year for labor. The labor cost to replace the parts was $1400. There was no charge for the condenser ($810) switches ($200). The repair service could not get the required condenser because it was not in stock and back ordered and it was unknown when it would be available. I had to have a new condenser unit installed during a heat wave. The cost was $3700. American standard (trane corporation) would not discount the new unit or give a allowance for the unavailable $810 condenser. I had a carrier air conditioner for 20 years before I had any problems. I would never recommend american standard or trane air conditioner