ComplaintsforMasco Canada

• Initial Complaint

  15/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an expensive kitchen faucet from Amati Plumbing in January 2018. It was distributed by Masco Canada. The faucet retractable hose just started leaking. The faucet had a small leak near the counter for months which I wiped up regularly. There is damage on the pullout part of the faucet under the finish. Masco told me that the problems with the faucet are wear and tear issues and are not covered under the lifetime warranty after 5 years. I disagree. The slight leak and the damage to the finish on the retractable part of the faucet are not normal wear and tear.

  Business response

  24/04/2024

  Good day,

  Hansgrohe offers a 5-year Limited Warranty. Anything outside of 5 years is considered reasonable wear and tear. With that said, an exception has been made and a replacement fixture has been ordered to resolve the issue. 

  Regards,

  *******************************

  Customer response

  26/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I am waiting for the replacement faucet to arrive.  Once it arrives, I will be happy to close this complaint.
  
  Sincerely,
  
  ***************

• Initial Complaint

  13/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I contacted Masco Canada on May 29th with a problem with my kitchen faucet. After multiple discussions with customer service. I was told that my faucet would be replaced with a new(and different one) as they no longer produce my model faucet. I was emailed by them about what specific model they would be replacing my faucet with and I requested to be contacted about their choices as I have very specific needs regarding my faucet due to the use as of an individual with disabilities. I have repeatedly asked for them to respond to my concerns, but it remains without response, in spite of repeatedly requesting my email to be addressed. I need my faucet replaced - as it does not function and I need it replaced with same features. I need to not be continually ignored by "customer service" at masco canada - including **** Howald, * ******, * *****, ****** **** and every individual I have emailed asking to have the issue addressed. This company does everything they can to not address the original email concern - which remains without response.

  Business response

  26/06/2023

  Thank you for reaching out to us. At Masco Canada, we want to ensure that we take care of all our customer concerns.

  In this case customer originally called and spoke to us on us on May 29th. He was reluctant to provide any phone number or his address for us to assist him. He called back on May 31st to complain about his faucet. On Jun 1st, we sent him a brand-new faucet to and responded to his email advising of the same.

  On Jun 5th, customer reached out to us asking about the status of his order, and we responded to him with the tracking number. Customer again reached out to us multiple times on Jun 6th, Jun 7th, Jun 9th, Jun 16th and Jun 23rd, with the exact same phrase - "Please ensure this issue is addressed. It still remains unaddressed".

  We even involved our Senior Manager who responded to the customer on Jun 1st, Jun 2nd and Jun 6th however, customer continued to send the exact same email.

  From our side, we have responded to all customer's calls, emails and have sent a brand-new faucet to the customer, however he continues to write emails to us.

  I have attached all the email communication or your reference. Please feel to reach out if you have any questions or concerns.

  Thanks

  Customer response

  02/07/2023

  
  Complaint: 20178217
  
  I am rejecting this response because:

  Hello,

  This is not addressed. My original email has never been addressed - there is certainly not any response to it - it is just repeatedly ignored. I have not received any faucet and I am still in need of the replacement of the faucet with the same ADA compliance.

  * ** ********* * ** ***** ******* * ******* ******* They are NOT taking care of their customer concerns - as they say. They just continue to ignore the concerns of a customer, *** * ******** *** ** *****
  

  Please, forward me the response that was sent to my original email, as I have not received it and if they are saying that, it is a lie.

  Sincerely,
  
  ***** ***********

• Initial Complaint

  26/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My home was built in 1997 and several of the plumbing fixtures installed are ***** products. Recently the finish on two of my ***** faucets is deteriorating to the point of creating holes in the finish. On 2023-01-19 I contacted Masco by phone to have these faucets replaced under warranty. I was advised to send an email with pictures of the faucets and a copy of the original bill of sale. On 2023-01-20 I sent the email along with pictures of both faucets and the original bill of sale. On 2023-01-23 Masco responded and advised that the faucets only have a 10 year warranty and advised I can purchase new ***** faucets and provided several different names of retailers who sell their products. I replied to their email and took a Screen shot of their warranty which states, " All parts and finishes of the ***** faucet are warranted to the original consumer purchaser to be free from defects in material and workmanship FOR AS LONG AS THE ORIGINAL CONSUMER PURCHASER OWN THEIR HOME. ***** will replace, FREE OF CHARGE, during the warranty period, any part of finish that proves defective". Masco responded by stating. "Because ***** Faucet Company is unable to control the quality of ***** products sold by unauthorized sellers, unless otherwise prohibited by law, this warranty does not cover ***** products purchased from unauthorized sellers and unauthorized installers." They also stated that I didn't properly look after their product. I responded and told them these items were purchased from B.A. Robinson, an authorized dealer, who has been in business for 38 yrs, and that a professional plumber installed these items when my home was built. Also these faucets were cleaned on a regular basis and were not abused in any way. The last email I got from Masco simply read these faucets are not covered under warranty. It appears that Masco is just making excuses for not complying with their own stated warranty.

  Business response

  02/02/2023

  Good Morning,

   

  Although the faucet is out of the warranty period, we have decided to replace it for the customer as a goodwill gesture.

   

  Thanks

  Customer response

  02/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  23/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I am contacting your company regarding my Peerless spray shower Chrome the hose is leaking. This product was purchased at Canadian Tire in November 2021. The barcode is********* ***** ***** life time warranty I am requesting a replacement. Please let me know what other information you will require from me. My email is [email protected]. The Masco representative wanted me to go to a store downtown to do a exchange. When I provided my postal code I was then told they wouldn’t honour the exchange. I am contacting the Better Business Bureau to get a replacement.

  Business response

  17/10/2022

  The customer did not provide us with a purchase receipt, which is a requirement for any warranty related issues, however, we have sent him a replacement shower kit.

  Customer response

  19/10/2022

   
  Better Business Bureau:

  
  I ended up purchasing another faucet only to discover that Masco Canada is also the company that handled Delta  I sent a picture of the new faucet and a response was received that the will send me a replacement .

  
  I have reviewed the response made by the business in reference to complaint ID 18118841, and find that this resolution is satisfactory to me.
  

   

  thanks for your assistance. 
  Sincerely,
  
  Glenora Lewenson

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