Very disappointed with Toronto Vanity's (T.V.) warranty policy - it's basically non-existent. The toilets we purchased have broken after only 1.5 years. This would not be such a big deal if it weren't for the fact that in order to repair them, the toilets have to be ripped out because there is no way to access the plumbing from the outside! We purchased two Aqua One-Piece Dual Flush Toilets w/ Soft Closing Seat and chose them because of the modern design and small water tank (to minimize water use). The pump/fill mechanism broke in BOTH toilets, in the same week indicating there is something faulty with the parts and/or design of this mechanism. We asked Toronto Vanity how they can help, and basically they're not willing to do anything other than replace the parts (which we can get ourselves for ~$15 each). Hiring a plumber will be the biggest expense. Because this is a manufacturing issue, we feel T.V. should be willing to offer something to help cover the cost of the plumber we will need to hire to repair the toilets. New parts are useless unless they are installed properly, and it looks like we have to pay for it ourselves. I don't think T.V. should have to cover 100% of the labour necessarily but, I'm very disappointed that they are not willing/able to offer any assistance with this. If we were at fault of breaking the toilets I would agree that we are fully responsible for the repairs HOWEVER, both toilets broke within 3 days of each other which indicates a manufacturing issue and I do not think we should be held liable to pay for that ourselves. Recommendations: buy a brand-name toilet from a store who can afford to offer a meaningful warranty. The look of these toilets is nice but the quality is clearly sub par. They were made in China, look high-end but are actually very cheap quality. Basically, do not buy a toilet from T.V. period. Their specialty is vanities NOT toilets and the toilets they sell are poor quality and the operating mechanisms are badly designed.
- Approximate cost of services:
- $750.00
- Company Response
We are sorry to hear about your issue with the Toilets, but we would like to add a few notes:
1. If our Warranty was non existent, we would not try to help or offer FREE replacement parts.
2. We have so much confidence in the quality of the Aqua Toilets, that we have them in the Public Bathrooms of our Showrooms. And keep in mind that they are not "Commercial Rated" Toilets. They are used plenty by our customers, and have been for years, without having issues or clogging.
3. The fact that the fill valve stopped working properly 3 days apart from each other 1.5 years after use, can indicate damage caused by the use of in-tank cleaners. Other brands void warranties in the case of misuse and charge for replacement parts. We did not question misuse and simply offer to help with free replacement parts.
4. Most stores will simply provide you with a 1 800 number to call the manufacturer for your warranty. In some cases you have 30 days to register your product with the manufacturer and must provide original Invoice from where the product was purchased. If fail to register or provide original Invoice, there goes your warranty. We get around all this by trying to help with customer issues and carry all replacement parts.
5. We have sold 1000's of Aqua Toilets to repeated customers over the years we have been in business. If the product was of poor quality, we would not sell it period. We are always extremely busy and do not need the headache of selling poor quality products. Customer service is time consuming and we try to avoid it by selling good quality products.
6. Most issues we have had with Toilets are from Improper Installation (which it seems this was not the case with your Toilets). Unfortunately, most installers and plumbers do not take responsibility for their mistakes and always blame the product.
Once again, we are sorry to hear about your issue and try to help you the best way we can while assisting you with repairs and offer replacement parts. Unfortunately we cannot offer to cover any plumbing costs, as we do not provide installation services.
Feel free to contact us anytime if you need further assistance or if you have not yet repaired the Toilets. We are always here to help.