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Business Profile

Water Heater Manufacturers

American Standard Water Heaters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/02/2025

    Type:Order Issues
    Status:
    Unanswered
    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. It was still under warranty ( home warranty will not fix they refer you to the company when still under warrancty) so american standard would not respond so I purchased a new one because I was without hot water for almost 3 1/2 weeks. That is how long before they would respond to me. Paid a plumber prior for parts and a service call. Then after all my ***** calls and emails I received a email from attached exhibit 1 that once they receive my documents they would send me a refund within 3-4 weeks. That was 3/18/2025 I emailed all the requested documents and asked for verification. Thereafter never received a call or any responses. I left a message with ******* for manager and was told everyone is working remote so it is hard to get ahold of a manager. As of today no refund and no further responses. There is a email on the email ******** ****** sent me.

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a commercial gas water heater (Model D100T-199AS, purchased Sept 2022). from American Standard Water Heaters, with a clearly advertised 5-year warranty. The unit failed in less than 2.5 years due to a tank leakwell before the warranty was set to expire.Upon filing a warranty claim, I was denied coverage because the company stated that an expansion tank was not installed, citing fine print in the manual. At no point prior to or during purchase, installation, or registration was I informed that an expansion tank was a mandatory requirement for warranty coverage. This was never disclosed by the company, on their website, in sales literature, or by the supplier/installer.This exclusion is buried deep in technical documentationnot highlighted as a key warranty condition. Denying my claim on this basis is both deceptive and misleading. I have a different water heater (from another brand) that has lasted many years without such a requirement. American Standards refusal to honor the warranty feels like a deliberate attempt to avoid responsibility for a defective product by relying on an ambiguous technicality.I attempted to resolve this directly with American Standard by escalating my claim via phone and email (including to their corporate, warranty, and risk management departments). To date, I have not received a response.

  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 original outreach to American Standard about replacing my water heater began on September 9, 2024. After providing required information to American Standard for warranty replacement, I was told on September 12, 2024 that my water heater was approved to be replaced. After I called and emailed American Standard requesting an update, on October 26, 2024, a phone representative finally shared that I was allowed to purchase a new water heater because American Standard was unable to locate a distributor to replace my unit. This happened after at least TEN communications via phone and email to obtain this information because the Leaking Water Requirements I received on September 9, 2024 explicitly warned customers should not proactively replace their water heaters because it would risk denial. On October 27, 2024, I purchased the new water heater at $679.58 as instructed by American Standard. Again, after ELEVEN communications from me between calls and emails to American Standard, requesting assistance, attempting to gain clarity on my case and ultimately receiving unclear, conflicting, incomplete, and unsatisfactory information. On January 24, 2025, I am told by ******** ******, tech support supervisor that I will not be reimbursed what I am owed. This is the least American Standard can do to compensate me for the undue amount of stress this issue has caused me and my family. I have evidence of each call and email I made to American Standard. As of today, June 23, 2025, American Standard has shared with me by phone conflicting informationthat I did not provide a proof of purchase from me. The representative I spoke with said he spoke to ********, his manager, and this is what he was told. This demonstrates that the organization is doing a poor job of providing customer service and resolving customer concerns.I am requesting this matter be resolved immediately and that I am reimbursed for the amount I paid for the replacement water heater.

  • Initial Complaint

    Date:05/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am writing regarding my (Model: GSN50T1-3-6) American Standard water heater, which is currently leaking and still under warranty. I was recently informed that American Standard does not intend to honor the warranty, despite the fact the unit is still within the warranty period and has experienced a covered failure.

  • Initial Complaint

    Date:05/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Residential water heater started to leak December 2024 and resulted in plumbers attempting to repair the water heater on several occasions. When the plumbing company reached out for replacement parts under warranty they were met with long wait times on the phone and no communication resulting in the plumbing company turning over follow up to me (owner)due to ongoing frustrations and the inability to receive any further parts needed for repair. On the countless occasions I have contacted American Standard/Ariston ************* and ************) I've spoken with the same 2 representatives who have advised me that they will be refunding the amount paid for the water heater as they will not replace under the warranty. The representatives state a refund is in process (as of 2 weeks ago)or has been processed as of today 5/1/25 when I called again today, then the 2nd representative when I call back to verify information said the refund is still being processed and he is unable to reach accounting as they leave at 4 pm. When I ask to verify the dollar amount of the refund within documentation, my email address on file or the address the check is intended to be sent to or sent to neither representatives have any information on file and state "the refund amount is the same as the receipt you submitted" When I ask them to verify the dollar amount to be issued they are unable to do so. When I ask to speak with someone in accounting I'm transferred to a survey or unable to reach anyone when I call back. This has been going on since December 2024 with no resolution, no information, no communication, via email as they state they will and no refund. All documents they have requested has been verified as received, I have provided my email and address on several occasions for immediate refund with no resolution as of 5/1/2025. Immediate resolution is needed as the water heater continues to leak causing potential harm within my household.

  • Initial Complaint

    Date:03/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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:
    Unanswered
    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:
    Unanswered
    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:
    Answered
    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:
    Unanswered
    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

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