Toto USAReviews on record for totousa.com

Customer service does not respond. I submitted a ticket 3 times and no contact, however they sent me a survey to see if they handled things to my satisfaction. Lol

I purchased a Toto toilet with a washlet and wanted to install it myself, but ran into issues, and I called their customer support and they spent like 40 minutes guiding me through the process and helped me get everything to work!

I have always associated TOTO with quality, which is why I purchased two Aquia IV toilets for my remodel. When I experienced the same performance issue with both toilets, I contacted TOTO in hopes of finding a solution. Over the course of several months, I exchanged numerous emails with their technical support team, welcomed a technician into my home for an inspection, provided photographs and videos, and worked patiently through every step of their review process. TOTO ultimately concluded that both toilets were functioning as designed. While I respect that conclusion, I was disappointed that there was no meaningful accommodation despite the fact that I had purchased two units, the issue was consistent on both, and I had made every effort to work cooperatively with the company. The suggested workaround was to flush the toilet before using it to wet the bowl, which I did not feel was a reasonable long-term solution for a water-saving toilet. What disappointed me most was not simply the outcome, but the feeling that my real-world experience was never fully acknowledged. I was hoping for the kind of goodwill that builds long-term customer loyalty. Instead, after months of communication, I was informed that the matter was closed without any accommodation. I hope TOTO will consider how situations like this affect customer confidence. I also hope this review helps future customers make an informed decision.

Paid £3500 for an all singing all dancing toilet but instead of receiving a premium product they are made out of poor substandard material. My wife (whom isn’t heavy) sat on the outer seat and it split across it I contacted TOTO and asked for advise but they said they are just a cover and not there to sit on? They referred me to the safety information and it didn’t once say don’t sit on it it measly states do not stand or place heavy objects on the outer seat cover. The cover alone is £260 which I have had to buy otherwise the toilet is rendered useless. Over my years I have had many toilet “seats” and never had an issue with any of them i would avoid ToTo products they are substandard.

This actually concerns the European Toto, but the toilets in Europe are similar to those in the USA, hence my assessment. Actually, you should also be able to give zero stars. I have a total of 6 Toto toilets, 4 of which are expensive Toto Neorest toilets from different years of manufacture, plus a Gerberit. In particular, the expensive Neorest TCRF994 WG/WGE/WSW and TCF996/RWG/RWSW are unreliable and full of plastic parts that often fail. Of the six toilets, one has completely stopped working, one only works in terms of the lid, and the other was repaired again after several attempts. The technicians have been to the site at least four times for the last two toilets. During the last repair, I was charged around €500, even though the toilet was still not functional. The same condition as before. The spout was replaced, and the pump, even though both were working. Now the lid and other parts are to be replaced for €700, even though the lid is obviously working. Apparently a sensor or the control system that detects the water level is defective, because the pump is not activated. The entire repair process is ineffective anyway. Instead of replacing the lid, repairing it in a stationary position and then reinstalling it, technicians are sent who obviously don't have all the parts or any knowledge. The sales department is completely unreasonable. By the way, the Geberit toilet has been working perfectly for 6 years. My personal advice, if Toto at all, then only the cheapest versions, you might as well throw them away, it's only plastic anyway.

Poor recruitment procedure.

I have TOTO Neorest. Cost over $5000.00 For the last 2.5 weeks waiting for scheduling a service call. TOTO had created a service number but all of my attempts to get anybody failed short. Horrible service for a good product.

Bought a brand new washlet. Over $1000. Didn’t work out of the box. Technical support told me to disconnect the unit from the toilet and send it back to them which I did. They send it back “fixed” and it’s even worse. I called technical support again. They tell me they’re going to send me a new base plate which apparently I’m responsible for installing after already uninstalling the unit in the first place, packing it in a box, going out to UPS, and reinstalling it when it came back. This is a supposedly high-end company with high-end products. It’s completely inappropriate to sell a customer an item for over $1000 that doesn’t work and then put them to work trying to fix their problem for them. Uninstalling the unit, shipping out the unit, reinstalling the unit when it comes back. Not to mention the multiple technical failures. This unit has yet to work properly. I would look elsewhere for better products and better customer service.