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Business Profile

Plumbing Fixtures

TOTO USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plumbing Fixtures.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 8 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:06/30/2025

    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.
    Four toto toilets were installed into our new build in 2022 - we did not move into the house until Fall of 2023. Immediately we were taken aback by how poorly these flushed. Toto was marketed to us as being a high quality option from their *** at ********, but these toilets have such a bad flush mechanism that they leave ***** matter in the bowl every single time. They never are clean from the flush, we need to use a toilet brush every single time. ******** stated that the ***** toilets should have a coating in the bowl that prevents ***** to stick. They said our warrranty with them didn't apply anymore and to contact Toto. ****'s live customer service chat never spoke with me. The page kept disappearing. We would **** a refund to exchange these toilets; or have a Toto maitenance person some and re-coat the toilets and/or some other solution. This is a health hazard; and I am currently pregnant with my first ****** I do not want dirty toilets.

    Business Response

    Date: 07/02/2025

    TOTO USA's ****************** Manager has contacted the customer will work with them for a resolution to ensure that the products are working properly to meet the customer's needs.

  • Initial Complaint

    Date:05/31/2025

    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.
    The Toto Washlet toilet I own does not flush hard bowel movements. I have a wall hung model. Reaching out to Toto has been unrewarding.

    Business Response

    Date: 06/04/2025

    **** ***************************** has reached out to the customer.  **** will schedule a **** ****************** representative to visit the customers home to review the product's performance and determine how we can best help the customer through product repair or product replacement.  

  • Initial Complaint

    Date:04/14/2025

    Type:Product 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.
    THIS TOILET DOES NOT FLUSH LARGE BOWEL MOVEMENTS! BEWARE!Toilet has very small tank which will not flush a large bowel movement.Toilet repeatedly clogged after large bowel movements. Landlord accused tenants of using wipes (NOPE) or "excessive toillet paper" (NEVER more than 6 single-ply squares after each use). Landlord repeatedly sent, or asked us to summon, plumbers to clear the clog. Then charged us for 50% of plumbers fees and installed new toilet--OF THE SAME KIND--which also does not work.I would like to arrange for refund on new toilet and use the funds to install toilet with larger and/or higher tank.

    Business Response

    Date: 04/16/2025

    *************** has reached out to the customer and discussed the product in the customer's home.  After discussion between **** and the customer, the customer feels that they under the product design and performance and have addressed the concern themselves.

  • Initial Complaint

    Date:01/06/2025

    Type:Customer Service 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.
    ****'s tech support might be the worst customer service experience I've ever had. We purchased a toilet via *******, who seemingly sent the wrong product match twice, then referred us to **** for technical support. After almost an hour on the phone with a combative, disrespectful agent, who refused to transfer me to someone else, the result was gaslighting me into believing I received the correct products; even though our seasoned plumber and many photos comparing what we received to the product online would suggest otherwise. As a General Contractor in business for over 25 years, we have NEVER dealt with such treatment from any product manufacturer. This is also our first issue with Toto, and we've installed Toto products in almost every job we have completed. After this experience and now knowing how **** treats its consumer, we will not be using their products in the future.

    Business Response

    Date: 01/09/2025

    TOTO USA has reached out and contacted the customer to understand the concern with the **** product.  TOTO USA's ****************** Manager has given the customer their direct line and will continue to work that the customer to resolve the concern and determine if the product needs replacement or is there is an installation concern.

  • Initial Complaint

    Date:11/18/2024

    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.
    I purchased a **** toilet about two years ago and it's been not working ever since. First i t refused to flush at all, now it's flushing but only when you hold the level half-way and for a long time. Toto has been notified repeatedly and haven't been able to resolve the issue. Twice they sent me a new flushing mechanism, each time the process took a long time as the part was backordered. Then it each time took me months to find a plumber willing to work on their "overengineered, complex mess" as they all call it. Each time I paid significant money, which by now exceeds the price of the toilet and each time the problem is still there. I demand either a full refund and reimbursement of plumbing fees, a new working toilet or for you to send your own plumber and needed parts to address the problem once and for all.Toto has my receipts and full records once they look up Case# ******** Case# ********

    Business Response

    Date: 11/26/2024

    TOTO USA has reached out to the customer.  The customer has been gracious and has agreed to allow **** to send a **** representative to the customer's home to evaluate the product and determine the best was to address the customer's concerns and resolve any problems associated with the products.

  • Initial Complaint

    Date:11/14/2024

    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.
    In June 2024 I purchased a TOTO Drake ** + C5 washlet and had it professionally installed as part of a bathroom renovation. Approximately 2 months later, I noticed water gurgling in the cistern. I called the technical support line at TOTOusa (a number of times) in order to get support. I sent the receipts and warranty information and was told to send pictures. Meanwhile, the toilet was constantly gurgling and wasting a lot of water and money trying to keep the cistern filled. A few weeks later I received a new part by mail - no instructions. I then had to hire a plumber to install the new part. I have inquired a number of times for reimbursement of the plumber's bill. I was told it was passed on but I haven't heard from anyone in weeks. I suspect it was ignored or thrown away. I also filled in a survey sent to me in which I described my dissatisfaction and requested a response - I left contact details but no one ever reached out to me. I am greatly disappointed in ****'s poor communication, poor warranty and poor technical support/customer relations. I think that the least someone can do is to reimburse the plumbing fee for fixing a faulty toilet.

    Business Response

    Date: 11/18/2024

    The request for a reimbursement is in the TOTO Customer Satisfaction System and a **** Management representative will contact the customer within the next few days to let them know the status of the request and approximately when the customer will receiving the reimbursement for the plumbing cost.

  • Initial Complaint

    Date:11/06/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 Toto toilet bowl Model #MS854114EL-01 in Cotton white and the toilet was installed last week. My bathroom was being redone, and once installed and able to be used, we noticed the toilet seat was wobbly and moved and made one fall onto the porcelain bowl. My elderly dad is not comfortable using that toilet and it is the only one he has access to. I am simply requesting a new toilet seat and Toto says that the wobbling is normal. I have other toilets that do not have this problem so I don;t think this is normal. I paid a lot for this toilet and toilet seat - $536.26 for this toilet and I think they should replace the toilet seat

    Business Response

    Date: 11/12/2024

    **** Regrets that the customer has experience a problem with the seat. Our customers and their experience with our products are very important to us.  **** will send the customer a new seat and will pay for the seat to be installed by a plumber. 

    Customer Answer

    Date: 11/12/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* *****

  • Initial Complaint

    Date:09/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 filed a complaint with BBB weeks ago and have not heard back. Please advise what action BBB did.

    Business Response

    Date: 02/07/2025

    TOTO USA Has provided a replacement product and will re-imburse the customer for the cost of incurred to change out the products.

    Customer Answer

    Date: 02/07/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* Love

  • Initial Complaint

    Date:07/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    About a month ago, we purchased a Toto toilet that was made to accommodate a Toto bidet/washlet. Upon installation, we discovered a defect in the toilet that made it impossible to attach the bidet. It wasnt level, as it should have been. Contacting customer service, *************************** ***** Services Department, Assistant *************** Services, ********** Facility -************** Option. 4, Toll Free ************** Ext. 5677 Direct) was very helpful. We provided pictures of the problem, that clearly illustrated the defect. He said he was forwarding the pictures to management along with our request that **** cover the charge we had for a second expensive plumber. The plumbers invoice was also submitted. That was three weeks ago. Last week, ***** updated us that he was contacting management again to remind them that we are awaiting a reply. As of today, 7/10/24, we have no answer from ****. To say that this experience has been disappointing is an understatement. Not only did we have to cover two plumbers invoices due to TOTOS defective toilet, but it was also a major inconvenience taking it back to the store. Although their website indicates that they do not cover requests like ******************** said that they have made exceptions in the past. I feel that a companys integrity is shown by not only covering the expense caused by their own defective product, but also by the promptness of their response. Three weeks is unacceptable customer care. Toto has been very disappointing.

    Business Response

    Date: 07/16/2024

    TOTO USA has contacted the customer.  We apologize for the delay in responding and completing the customer's request.  The Director of ********* Services has contacted the customer and TOTO is processing a re-imbursement for the plumber visit.  The customer will receive the this in a couple of weeks.  TOTO appreciates the customer choosing TOTO products and the opportunity to work with the customer to resolve the concern. 

    Customer Answer

    Date: 07/16/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***************************

     

    And thank you to the BBB for your help.

  • Initial Complaint

    Date:06/30/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Dear BBB,My complaint is in regards to the (4) Toto brand toilets I purchased from a reputable vendor of their products. While I purchased many items from *********************** during the new home construction of my primary home, the Toto toilets have been a terrible example of a supposed good product! This is a prestige and very large home as we wanted the best if everything. We was told of Toto brand toilets and purchased (4) of these. The fill valves have been continuously adjusted by our plumber over a period of 1.5 years since installation and (1) in particular continues to run or fill causing more money to be spent in our water bills. Yes, these are 1.5 years old! I paid a premium price for these toilets and I truly want to replace them with a better product but dont want to lose the money I paid for them in excess of $500+ for each toilet. Please help me retrieve this amount from **** for this terrible brand. Thank you!

    Business Response

    Date: 07/08/2024

    TOTO USA is attempting to reach to the customer to better understand the situation and to help resolve any concerns with the company's products.

     

    Customer Answer

    Date: 07/08/2024

     
    Complaint: 21923740

    I am rejecting this response because:

    TOTO USA has made zero attempts to contact me either via email or phone. 

    Sincerely,

    ***********************

    Business Response

    Date: 07/16/2024

    The Director of ********* Services has contacted the customer to work directly with them to resolve the concern.  TOTO USA apologizes for the difficulty the customer has experienced with our products.  A reimbursement for the products is currently being processed and will be sent to the customer within the next few days.  

     

    Customer Answer

    Date: 07/16/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************

TOTO USA, Inc. is NOT a BBB Accredited Business.

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