"Installed 4-28-22 and have enjoyed except for the use of cheap materials at installation and poor caulking job. Yesterday it developed a leak and flooded our garage and ceiling. Luckily I know how to shut the water off (so we have now have no water or toilets!) They promised to send a repair person but have heard nothing. It’s going on the 3rd day and we are obviously upset! I wish I would have read the reviews before purchasing!"
"The sales force was certain that installation would take 3-4 days and "guaranteed" it. In reality the installation took 3.5 weeks. Most of the delays were logistical in that American Standard sent an incomplete kit. While the installer embarrassed, he did complete the work.
After installation the caulking began to fail. Three calls to AS who assured me the installer would come back and correct the issue resulted in no contact. I finally repaired some of the failing caulking so that moisture didn't get behind the panels.
DON'T USE THIS COMPANY! They are either not competent or unenthusiastic in correcting faults."
"I got scammed by this company. I put down a $3000 down payment for shower remodeling. I have to cancel the order since they haven’t completed the form for the HOA work approval for 2 weeks. When I ask for my money back, they told me that I have to pay for penalty for canceling the order. I didn’t receive my money back!!!! Scammers big time. Please read reviews before considering this company. I would have done it myself. I would never, ever recommend this company !!!"
"Holding our deposit for 2 months - 2 postponements - what is going on ? I'm going to escalate this Jane Cucchiara"
"The installers did a good job installing the tub. Everything works fine. However, after they left I was missing several items from my house. I think I was robbed when the lead contractor had my wife and I in the bathroom explaining the functions of the tub. The other two installers still had access to my house and removed a few things. I called the sales person who obtained these guys and only got an apology. I called American Standard and got only an apology. Do not trust their installers. Buy with another company."
"My bath and toilet were installed 2 years ago. I called 3 months ago because the drain handle broke, and I can't plug or unplug it. Also the heater doesn't work, really never has. I was told there was a lifetime guarantee on both parts and labor, so that was the reason I bought it. This is my 3rd walk-in bath, both of the others different brands. They had no guarantee, but did need repair after a couple of years. I received new parts in the mail after my first call, last July. I have called weekly ever since and keep being told that the person handling my case is away from her desk, and will call me back. I'm still waiting for that imaginary person to call. The salesman did a very good job. Too bad none of the other employees ever consider customer service as a priority. Shame!!!!!"
" My wife and I had several companies come to our home to give us quotes for a Walk-in-Bathtub. I noticed that the other companies sent out extremely passive aggressive sales representatives. I was told when I called American Standard that the sales representatives they have are not pushy and would be very understanding and helpful. Robert Nadeau came out to our home and was exactly what we hoped for. He went over the project in detail and showed us a range of options. We did not make a decision right away and he was perfectly fine with leaving us with the information and a quote. We have since called him back to have the Liberation bathtub installed. Couldn't be happier with the product! "
"Had sales person named Dennis come by and explain how great the walk in tub would be for my dad with his health problems. Salesman did assessment of water heater and said sufficient to heat tub. Not true! Sitting in tub,not even half full and water from faucet cold. Installation tech turned up thermostat on water heater when first installing. No difference. Repeated phone call to company to have sales rep call us back,no response. $15,000.00 down the drain. Bad mold problems around rubber gaskets not long after using tub. Called lady from company in Texas,said I had to fill tub with water and add liquid bleach and run the tub to get rid of these problems. Also one of workers broke a nice plate I had on wall;not offer to replace,just said "hope it was not special or expensive." It was both. Just wish could get someone to call me back. Product and customer service really ****. Buyer beware!"
"Leland Cain was the sales representative who entered into contract with our mother and father who are in their 80s. We were asked to attend the second meeting. We had decided that possibly the tub should be installed in an adjoining bedroom. Reps fist comment "that will be more money" without even looking at the changes or situation. I personally have some construction background and believe that to be untrue. During the meeting, Mr. Cain had to make several calls to other employees at the company asking construction questions. Finally stating that the unit would have to be installed in the original location or the negotiation process would have to start over from the beginning. Since the was a 3 day right to cancel clause in the contract and our parents had given a deposit, which we were worried about we decided to cancel. Mr. Cain got mad, aggressive and condescending, stated things like, all we were doing was stopping our parents from being happy and comfortable and he liked them. That's when I asked him to leave, I stood up "he stated what are you going to hit me"and I stated no "showing you the door". We ended up out on the front porch nose to nose because he would not leave. Kept telling me things like " it was not my house", incidentally there happened to be a policeman out front of our property investigating an auto accident, heard the incident since we were getting loud, came over to investigate, informed patrolmen we wanted him to leave, only then did Mr Cain Leave. Beware! of this company and sales rep."
"What a nightmare!! I have found out the salesman Leland Cain REALLY scammed me!! I NOW have a Liberation and just found out Leland has been my BIGGEST PROBLEM!! When he came for his sales pitch he immediately went down to my basement to SEE IF I had the proper electric box to handle the tub installation and look at the pipes I have? He was all pleased they COULD hook me up! THEN he shows me this FANCY power point with all the GREAT things about getting the Liberation Tub?? MOST of this power point wasn;t TRUE. What matters MOST NOW is I have a $15,000 tub that can NEVER be filled with enough hot water to take the wonderful relaxing bath and massage BECAUSE LELAND NEVER TOLD ME that my hot water tank can NEVER produce enough hot water for me to have anything BUT a luke warm bath??? I have already responded to a survey over the phone about OTHER ISSUES with the tub and installation. Bruce called me two hours after that surveys' results came to him. His number is ***-***-**** but I don't have his last name? I have three calls in to him NOW. He sent a man Neil to come and paint my woodwork that was trashed removing and putting it back up PLUS I had indicated the water never was hot enough for the bath Leland promised I will want to have me stay in the tub for up to THREE hours and not get COLD??? Neil also went to the basement and turned the thermostat UP on the hot water tank that day. Well, New Year's Eve I decided to take a nice relaxing bath and run all the perks of the tub as a treat?? What happened was then when I went down to the basement I find two inches of water AND the water STILL running out a release pipe on the hot water heater!! TWO HOURS OF A HANDICAPPED WOMAN cleaning the water up!! I called the man who originally put in the hot water tank ASAP! Yes, New Year's EVE!! He came the next day and has informed me that my 40 gallon ELECTRIC hot water tank can NEVER, EVER give me enough hot water for the Liberation tub!!!! LELAND CAIN SHOULD NOT BE SELLING TUBS IF HE ISN'T GOING TOP TELL CUSTOMERS THE TRUTH!! IF I was TOLD this obviously he wouldn't have made a sale to support his LEXUS luxury car to go around being dishonest!!! I am FURIOUS and if I have to I will be taking this case to court!!! I NOW KNOW I need at least a 50 gallon GAS HOT WATER TANK in order to have a HOT bath EVER with your tub!!! COST AT LEAST $1,300 or more!!!!! What is American Standard going to do for me?? We have an American Standard factory HERE in Salem so I THOUGHT I was making a good decision to go with a company I KNOW!!! BOY, was I WRONG! I am ALSO thoroughly disgusted that with a credit score of 800 or better Leland set me up with a payment plan that will end up costing me over $24,000 for this $15,000 tub?? He jumped on hearing my credit score of 800 and I THOUGHT I was getting a same as cash payment plan for at least a WHILE??? NOT either??? Now after the TRUTH is OUT that Leland Cain scammed me what is American Standard going to do? Installation workers said their NEXT job was to install the Liberation in a house that the HALLWAYS are TOO SMALL to even get the tub inside the bathroom?? They were told "it's THEIR problem to make it work?" Someone else was getting scammed and told the workers can do it?????"