A customer paid $32,952 for two tub-to-shower conversions and experienced malfunctioning shower doors in a second-floor bathroom. The customer repeatedly contacted the contractor and kept a paper trail of emails and texts. A technician diagnosed the problem and indicated parts were needed, and a representative later confirmed parts availability. Communication then ceased for unknown reasons. The original company had subcontracted the installation to a local firm, creating a breakdown in coordination. Corporate ownership by Lixil complicated escalation, and documentation suggests the case was effectively forgotten. Advice includes testing all installed work before final acceptance.
American Standard responded to you initially. A technician came to your home, diagnosed the problem with your shower door and told you he would let you know when parts were available to make the repairs. You followed up with numerous text messages, and an American Standard representative eventually told you that the parts were available and asked about your availability. Then, for some unknown reason, American Standard stopped responding to you.
American Standard subcontracted the job to a local company, which installed your showers. It looks like you contacted American Standard to get the situation resolved, but there was a breakdown in communication between the company and the subcontractor. Further complicating the issue is that American Standard is owned by Lixil, a Japanese building materials and housing equipment manufacturer. So when you appealed to an executive at the corporate level, your request got lost in the shuffle or maybe lost in translation.
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