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American Standard Co Complaint - UNETHICAL STANDARDS BY AMERICAN STANDARD

Review by lukenda on 2002-04-24
PISCATAWAY, NEW JERSEY -- Bathtub chipping. Contacted co. Told to e-mail photos & receipt. Co, said “impact damages” (WHICH IT WASN’t) & not warranteed. Co didn’t even send a rep to check! Contractor verifies as mfg defect
Dear Mr. Matson, I was given your name by customer rep Audrey today concerning a problem my wife have with a newly installed American Standard tub. Two weeks ago, an American Standard rrep named Sandy Pires listened to my case and asked that I forward her an e-mail with an explanation, photos, & a receipt. I understand she has left your company. If you'd be so kind, I'd appreciate if you could handle my case. The original e-mail follows. Thank You,
Larry Lukenda

----- Original Message -----
From: Larry & Karen
To: piress@amstd.com
Sent: Sunday, March 17, 2002 2:39 PM
Subject: Tub chipping


Dear Sandy,
As you requested during our phone conversation on 3/15/02, I am enclosing photos & a copy of the receipt for the newly installed tub which is chipping. I had contracted Todd Felter Construction - - Clark, NJ 07066 -phone # - to gut & replace my bathroom in November, 2001. Construction was completed the end of January this year. During the end of construction, after tiling was complete. I noticed 2 chips on the back top & wall of the tub. I brought it to Mr. Felter's attention. Since then a new chip appeared on the front top of the tub. Again, I brought it to Mr Felters attention. He said he would get in touch with his supplier to find the procedure for correction. Last week, he called to say that I should get in touch wiith American Standard to find out what to do. He said he could touch it up. I reluctantly agreed. It came out poor. My wife & I agreed that this was unsatisfactory, We paid nearly $600 for this tub based on American Standard's quality & reputation. For this to happen within a few months of installation was unconscionable. Our last tub lasted over 30 years without one chip. I tried to calm my wife down saying that it would be taken care of & that sometimes defects appear in any product. Similarly, chips can be seen on the outside rim of the toilet bowl. I will tell Mr Felter that he can get the bowl replaced. But the problem remains with the tub. If this happened in a few months, what will happen over the course of the years? Again, this is no run-of-the-mill cheap tub. I would greatly appreciate it if you direct this information to the proper department for replacement of the tub & labor costs, since this was just insatalled. Or some other equitable solution. Feel free to contact the contractor. Please, Sandy, we are quite distraught over this. Help us. We grew up knowing that American Standard is a quality company. That is why the entire bathroom was furnished with American Standard parts- tub 2460.00, sink 0558.017, toilet 2266.015, shower -1041.224-297, sink faucets 2908.224.297 & other accessories. If you have any questions, please contact me via e-mail, or phone @
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