Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Standard agreed to replace a defective water heater that was leaking. It was replaced under warranty; however when it was shipped it was badly damaged and definitely did not want to move ahead with the installation. I first brought this to the attention of American Standard with photos showing the damage back in November 2024. Repeated emails and two phone calls to ****** at American Standard have been ignored and done nothing and no response or assistance has been provided. The shipping company was Forward Air and the email I have sent information to is ********************************************************** I just want someone to resolve this and send us a replacement water heater. This is not our fault or problem. It needs to be address and handled. Photos of the damage are attached.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/23/25, I started a warranty claim for water heater replacement due to leakage. Images to support the claim were provided to company on 1/24/25, and company approved my claim on 1/27/25 and said they contacted nearby distributors to exchange the unit. The email from company states it will not provide cash refund and only refund in kind so I was not allow to purchase a new unit for immediate remedy and get reimbursed under the warranty. I have not hear from the company since then. The water heater failed to work completely on 2/5. I contacted the company via call and email on 2/3 and 2/5 for status update and letting them know I need it replaced ASAP but support did not provide useful information other than putting a note on my case. There was no response at all for emails sent requesting update. I called various distributors near me for inventory information trying to get replacement directly with distribution on 2/7. The distributor I purchased the original unit said there is inventory in company's warehouse in ****** and ask me to pick up myself. On the same day, I received email from the company stating it will ship the replacement unit to me from its Ontario warehouse. No shipping information was provided to me. I called and emailed the company on 2/10, 2/12, 2/14 for shipping information update but the support can only provide that the information was sent to warehouse and will ship out in the next or two business days. On the 2/14 call, support told me I will have the tracking number in next couple hours. However, I have not receive any shipping information or hear from the company before I file this complaint on 2/15. It's been over 3 weeks since I started the claim and more than 10 days I do not have hot water to use during winter time. I want to get my replacement from the company **** or have them agree to provide me a money reimbursement for the unit's current price so I can purchase new water heater on the market and install it ASAP.

• Initial Complaint

  Date:01/10/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a residential water heater in 2021. Model # GN4OT1-3-6. Serial # **********. Bought from True Value hardware in ******* **********. A supplier of American Standard. On 12 /11/24 our heater went out. PG&E came out and told us since our water heater was still under warranty, call them and get the Pilot assembly kit and "Thermocouple" replaced by them. We called them for 7 days. They do not answer any number we call. We actually called for "Business water heater" and they would not help us. They kept telling us to call for residential heaters. Finally, after pushing every button. We got in touch with someone, and they send they would send us the parts. Hear we are 30 days later, they never sent us the part. After 2 weeks of no hot water, we had to come out of pocket $96.00 and get the part from a commercial supplier in ******** **********. I still try to call them everyday at ************, they do not pick up. They send us straight to a survey. I would like my replacement part and be reimbursed $96.00. I read these water heaters keep going out.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a warranty claim with them. We requested an expedited part, which is covered under warranty - and they acknowledged and agreed to that request. A week later, no part arrived and we were told it could not be expedited but should arrive regular shipping in 3-5 business days. Tracking could not be provided. 5 days in tracking still cannot be provided. A manager call was requested and offered within 24 hours... which was also not provided/did not happen. 1.5 weeks later we still do not have any information or updates on tracking for the warranty part. It is simply as if they do not care because they do not make money off of it. No resolution still.

  Business Response

  Date: 10/18/2024

  Dear Ms ***** ******,
  
  We apologize for the delay on the shipping of the part. It was shipped on October 15th 2024.
  UPS Tracking # 1Z0994720363694035
  UPS webpage states it will be delivered today, October 18th 2024.
  
  Please contact us at ************ if you need further assistance
  
  Sincerely,
  American Standard Water Heaters

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MY WATER HEATER WENT OUT BACK ON AUGUST 23RD 2024. I CONTACTED MY HOME WARRANTY COMPANY (***) AND THEY SENT ME TO HERO'S PLUMBING. I WAS TOLD BY HERO'S THAT THE HIGH LIMIT SWITCH NEEDED TO BE REPLACE, SO I CONTACTED AMERICAN HOME STANDARD AND WAITED 3-5 BUSINESS DAYS. AFTER RECIEVEING THE PART I CONTACTED HERO'S AND THEY REPLACED THE PART BUT IT DIDNT FIX THE ISSUE. THEN I WAS TOLD THE GAS SWITCH NEEDED TO BE REPLACE, SO I CONTACTED AMERICAN HOME STANDARD AND THEY SENT OUT THE PART IN 5-8 BUSINESS DAYS AND WAITED FOR HERO'S TO COME FIX THE ISSUE. THAT DID NOT FIX THE WATER HEATER, THEN I CONTACTED AMERICAN HOME STANDARD AGAIN TO REPLACE THE **** ASSEMBLY. I PLACED THE ORDER ON 9/10 2024, I KEEP CALLING TO CHECK ON THE STATUS ON THE PART WITH NO ANSWER. I ASKED THEM MUTIPLY TIMES IF THEY COULD REPLACE MY WATER HEATER. AMERICAN HOME STANDARD JUST KEEPS GIVING ME THE RUN AROUND AND I CANT GET IN CONTACT WITH ANY ONE THAT CAN MAKE A DECISION TO REPLACE THE WATER HEATER. I HAVE FOUR KIDS AND A WIFE, WE'VE BEEN WITHOUT A WATER HEATER FOR A MONTH AND A HALF. I'M HOPING YOU CAN HELP ME. THANK YOU

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an American Standard water heater serial no. **********, model no. ****************** gas on 2/13/2019 for $640.30. It began to have problems and not working on dates: 9/25/2019 ( only 7 months from purchasing needed to replace the pilot assembly, I had to pay for labor), 5/14/2021 (again needed to replace the pilot assembly, this time they reimbursed the labor only after I made a complaint with BBB). On 5/14/2024, the water heater stopped working. Again the same problem, need to replace the pilot assembly. I asked them to pay for labor like they did before, and they said no even though it's still under warranty. The labor cost $225.00, not to mention it took 1 week for the part to be mailed to us from their parts office because no one caries the part locally, not even the plumbing supply store that I purchased the water heater from including the fact that they do not sell this make of water heaters anymore. We were without hot water for a week. I called American Standard and asked them to reimburse me on the labor like they did in May of 2021 and they refused. I expressed concern that the water heater would stop working again but this time the warranty would be expired. I asked for the entire unit to be replaced with a different model since it's still under warranty with a history of many repairs, they refused. I asked if they had issues with this model the representative refused to know. They told me that it is probably because it's old now and I am not keeping it in an area that is not ventilated. I told them that is not true, it's ventilated. So they are blaming me for the problem. I live in a condo where everyone has a water heater in the same spot, no one has plumbers coming in and out replacing pilot assemblies. I would like them to pay for the labor $225.00 on their defective water heater that has given me so many problems since 7 months from purchasing it, or replace.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an American Standard hot water heater on 5/17/22. The water heater broke in November 2023 and flooded my basement. We filed a claim with American Standard in February 2024 because the heater was defective and had a 6 year warranty. We sent the required pictures and copy of our original invoice to them. Reimbursement was approved 3/25/24 but has never been received. They do not return my emails. My case # is CAS-*******. I call every week and speak with someone who assures me I will receive a check but never receive it. The invoice amount was $576.85.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So for the last 5 months I have been having issues with my water heater which is under warranty until October of 2025. I have had multiple plumbers out to assess the issues I have been having. On Dec 31 it randomly shut down. Now mind you I have two toddlers at home. I called and was finally able to deduct that a small power box on the tank was defective. Took them 2 weeks to send me the part in the dead of winter I had no hot water so we had to go else where to bathe. It took me 7 phone calls to finally get someone to make sure we received the part. April 4 or 5 the same part failed again. So I waited 1 more week for a replacement part. I requested the tank be replaced many times to which they stated if its not leaking we wont replace it. The rep I spoke with admitted to me that model was prone to the exact issues I am dealing with and they discontinued the model. Im on my 3rd power box and I have to constantly check to make sure its working. I shouldnt have to replace a part every few months to use my hot water. These power vent tanks are thousands of dollars. I want them to own up to their product and replace it with a functioning product because Im not calling them every 3 months to repair the tank.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this hot water heater in 7/31/23. Stopped working in 12/26/23 They sent new parts. Installed by my plumber. Stopped working again in beginning of Feb. 24. Called said they would send same part again. Asked who was paying to have installed, because I paid the first two times. Said to get my plumber and they would pay. My plumber refused to put new part in because the old-new one broke where it supplies the gas and burnt the ignitor wire insulation. My utility company red flagged the heater. Trying to get a refund. Ended up going out and getting a *************************** heater, after 4 weeks with no hot water. They offered no recourse. Sent them everything they asked for and they claim they never received it after 4 weeks of sending and calling every two days. If you look at there reviews you will see the same dissatisfaction as myself. Last case # was CAS-*******. I have all the ********************** of proof that I sent them if needed. Hoping for some satisfaction. Tried talking with a supervisor, always in a meeting. Horrible company to do business with. Should be reprimanded.*****************

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company failed to honor there warranty on a customer's ********************** heater even after telling me it was approved for replacement and they will not respond to emails or phone calls about the neglected issues