in this case
- Find out what happens when a major home renovation project goes wrong and the company stops responding to repair requests.
- A look at the complications that can arise when a large national company subcontracts local installation jobs.
- Learn the crucial final step you should always take before a contractor leaves your home to prevent problems down the road.
Doreen Waltrich pays American Standard $32,952 for a new bathroom, but now the shower doors don’t work. Why won’t the company fix it?
Question
I paid American Standard $32,952 for two tub-to-shower conversions. After the work was completed, the shower doors in my second-floor bathroom were not operating correctly. I’ve contacted the company many times, and they have not fixed the problem. Can you help me get my shower doors repaired? — Doreen Waltrich, Philadelphia
Answer
American Standard should have ensured your shower doors were working properly after installation. When a company completes a home renovation project, it is obligated to make sure that everything works as advertised. This is standard practice in the home repair industry.
I think you did everything right by contacting the company multiple times, keeping a paper trail of emails, and contacting the regional installation manager.
What happened? 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.
Based on the paper trail of correspondence you shared, it looks like American Standard simply forgot about your case.
Have you ever had a major home renovation project go wrong after you’ve paid? What do you do when a company’s subcontractor does a poor job?
And what’s your best advice for making sure a contractor finishes the job to your satisfaction?
Share your story in the comments.
Next time you get a home renovation done, here’s a little advice: Test everything before the installers leave. It’s easier to get it fixed right then and there instead of contacting them later for help.
If your initial attempts to resolve the issue fail, consider escalating the issue to a supervisor or executive. You can find contact information for American Standard executives on my consumer advocacy website, Elliott.org.
I contacted American Standard on your behalf. A representative acknowledged the problem and agreed to send someone out to fix it. I’m happy to report that your shower doors are now working.
The home renovation handshake
Your final walk-through checklist. Don’t make the final payment until you’ve checked every box.
Check all functions
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Doors and drawers: Open and close everything. Do they stick? Are the handles secure?
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Fixtures and faucets: Turn on showers and sinks. Check for leaks, water pressure, and proper drainage.
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Electrical: Test every switch, outlet, and new appliance to ensure they work correctly.
Inspect the finish
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Paint and surfaces: Look for drips, smudges, and even coverage. Check for scratches on walls, floors, and fixtures.
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Caulk and grout: Check for smooth, consistent lines around tubs, sinks, and tiles. Are there any gaps?
