Complain about a product or service

American Standard Plumbing

Virginia of Ocala, FL June 17, 2009

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 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 replacemnt if they would reimburse us. Well now here we are 5 years later and it still leaks.

t of newtown, CT May 21, 2009

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.

Rick of Lake Alfred, FL May 13, 2009

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.

cynthia of dallas, TX April 26, 2009

Bought american standard faucet less than a year ago. Now it will not allow water to flow , not the aeroter took it off and cleaned it,this should have lasted longer than 9 months. Installed 4 Am.Std. toilets , had to have them all replaced, clogged up everyone of them - each in different properties. What is the deal with this company?

Bob of Philadelphia, PA April 13, 2009

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.

Scott of Cuyahoga Falls, OH April 5, 2009

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.

Steven of Newark, DE April 3, 2009

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.

Steven of Newark, DE April 3, 2009

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.

Erik of Paris, ON April 1, 2009

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.

Peter of Pleasanton, CA March 23, 2009

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.

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