Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 3rd, 2025, I received an email confirmation from Pfister stating that my replacement faucet similar to Pfister F049DV00 Treviso 8-Inch Widespread Lavatory Faucet, Velvet Aged Bronze would be shipped within 7-10 business days. This email constituted a clear agreement to provide the replacement part.Subsequently, Pfister representative ***** *********** (Kevivoro) informed me that the part would not be shipped, claiming the faucet appeared to be "welded." This directly contradicts the initial email confirmation of shipment.This situation represents a clear breach of contract. Pfister confirmed shipment, creating an agreement, and is now refusing to honor that agreement.I have attached copies of: * The initial order confirmation email from Pfister. * Correspondence from ***** *********** denying shipment. * Notes regarding the 47 minute phone call with the extremely unprofessional representative. 3/3/25 I believe Pfister has engaged in deceptive business practices by reneging on a confirmed agreement. I request your assistance in resolving this matter and ensuring that Pfister honors its obligations.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have written to this company several times and have received no response. I have been having several issues with our kitchen faucet in just a short time. The store said it is past their return policy and that I must go through the company to get this replaced. I sent the company photos of my faucet including issues but still have not heard back.

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our bathroom sink started leaking water. I removed the hose assembly and searched the web for a replacement. I could not find one that looked like my hose. My next step was to go to *************************** Supplies located in ********, **. They searched their parts manual, found the part number, then searched Amazon which had one that looked like the hose I needed. However, when the hose arrived I tried to install it did not fit my faucet. The hose looked the same but the ends where not the same. I then called Price Pfister. They requested a picture of my faucet which I sent. Price Pfister then gave me my faucet model number. The part number was the same part number that I previously ordered from ******. Again, it did not fit. The case number assigned to me by Price Pfister is *************. It is my belief that the faucet changed in the last 10 years since we the house was built. The midele connector did fit but the connectors to the faucet did not fit. I would like Price Pfister to send me the correct hose so I can enjoy my faucet without replacing the fixter.

  Business Response

  Date: 02/20/2025

  Hello ***** **********, 
  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.   
  
  Our records indicate that someone from our office has assisted you in regards to this matter.  
  
  We are sending you a replacement model: 9710050 Quantity of 1, should arrive within 7-10 business days once shipped.  
  
  Your order number is: 2025021318822 UPS Tracking Number: 1Z5RW6861371590253 
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you.   
   
  Sincerely,   
  ***** *.    
  Pfister Support Team   
  **************   

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Pfister Faucet for my Home very recently. After installing the internal mechanism broke within 2 days of use, leaking from below and messing up the bottom of my cabinet and walls. My Plumber stated that the internal tubing is faulty and broken. When I tried to return the faucet, I was told that this is a manufacturer's defect and I should contact the Pfister business to get a refund and for my installation fee, which I will need to pay twice now.

  Business Response

  Date: 02/03/2025

  Hello ***** *******,      
   
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.   
   
  Our records indicate someone from our office has been trying to get in contact with you in regard to your request. Please give us a call at your earliest convenience, when calling in please reference case number: 2025011286362 
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you.   
   
  Sincerely,   
  ***** *.    
  Pfister Support Team   
  **************   

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2017 we purchased the Venturi model LF-048-VNGS for our bathroom faucets (4). In the last few months, I have noticed spots and discoloration on the faucets. Each faucet spots are in different places. I called up in December 18, 2024 Case ************* to do a warranty claim and the person asked me what do I clean the faucets with I told him ****** and he said you can only clean the faucet with water. WHAT! How can that even be sanitary? I was completely floored as I had never heard of that. I know not to use a hard and abrasive cleaner which is why I used ****** which is plant-based. He sent me a link to send in pictures which I submitted. The company couldn't even take the time to get back to me I had to call them to find out the status which they said it was denied. I have a **** kitchen faucet that we also purchased in 2017 and use the same product and that faucet is perfectly fine. I feel that they didn't make a good product and they don't want to stand behind their product and come up with excuses to not cover. Hand soap gets on the faucet, toothpaste, mouth wash etc. The stoppers look horrible and the same thing that I said applies. You have mouthwash, toothpaste, and hand soap that touches the finsh. People are not wiping their sink out with just water after each use. Had I known this I would never have bought their product and I would have stuck with **** as they stand behind their warranty. I just want the right thing to be done and the company stand behind their product and warranty.

  Business Response

  Date: 01/24/2025

  Hello ****** ******,     
  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  
  Our records indicate someone from our office has been trying to get in contact with you in regard to your request. Please give us a call at your earliest convenience, when calling in please reference case number: 2024121230262

  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you.  
  
  Sincerely,  
  ***** *.   
  Pfister Support Team  
  **************  
  

  Customer Answer

  Date: 01/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bathroom faucet from Pfister has a lifetime warranty, and I filed a warranty claim online.Pfister erroneously sent me only an empty/bare faucet body/housing without any internal parts (Pfister Case: *************), so I contacted them again and on December 13, 2024, I received the following response:"Hello ***** *******,A new case comment has been added to your case:Hello *****,Thank you for your email describing the difficulties you are experiencing with your product. We apologize for the inconvenience and appreciate your taking the time to contact us.Based on the information provided, our limited lifetime warranty covers your faucet. We have viewed the picture of your tub spout.We apologize the insert was not included. The ******* has been ordered under your product warranty and should arrive within 7-10 business days. Your case number is #*************. Once shipped, you will receive an email confirmation including your tracking number.Thank you for choosing our product and allowing us to be of service.Sincerely,***** *.Pfister Support Team **************"Now I received the internal parts instead of the whole faucet assembly, and I sent them a message asking how to install the internal stem w/o a special tool.Another week later, on Dec. 24, 2024, I received their e-mail request to confirm my question submission:" Thanks for asking a question about 971-1550! As a security measure, please finalize your submission by clicking the link below: Confirm your question submission (click on this link) Thanks again,Pfister Initial question:971-1550 1. How to turn the metal sleeve/bushing on the central tube? 2. What tool is needed to turn the plastic wings at the end of this stem?"I immediately clicked on the link to confirm my submission, and I have never heard from them again.First they sent an incomplete unit, then sent me the other components, and then they disappeared, and I cannot put them together w/o special tools.

  Business Response

  Date: 01/03/2025

  Hello *****, 

  Thank you for your recent email describing the difficulties you are experiencing with your product. Our records indicate that one of our techs have connected you and walked you through the process of fixing this issue.  

  The part # ******J necessary has been ordered for you at no charge under your product warranty.

  Please allow 7-10 business days for your order to arrive. Your warranty order/case number is # *************

  Once shipped, you will receive an email confirmation which will include your tracking number. If you need further assistance, please contact our Pfister support team at: ************

  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you.

  Thank you for giving us this opportunity to assist you.
  Sincerely,
  Pfister Support Team

  Customer Answer

  Date: 01/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

  Customer Answer

  Date: 01/10/2025

  After Pfister contacted me and promised to send me a new complete faucet assembly, they sent me an empty/bare steel housing without a plastic insert yet again, the same careless service I initially complained about and for which they apologized so seemingly sincerely. What a mess!

  Business Response

  Date: 01/16/2025

  Hello *****, 

  We apologize for the delay in response to your inquiry.  

  Our records indicate one of our techs from our warranty support team has contacted you regarding this request.

  We are sending out an additional part to fix your issue as explained in the conversation with our tech. This will ensure your issue will be resolved.  

  Please feel free to contact us with any further questions or concerns. 

  Sincerely,  
  ***** *.   
  Pfister Support Team  
  **************  

  Customer Answer

  Date: 01/18/2025

  ******* from Pfister indeed called me after BBB reopened this complained.

  While the first representative who called me after my initial complaint and sincerely and genuinely apologized for their mix-**** ******* interrupted, agued, and bickered with me.

  She first apologized, but her apology was merely a formal insincere check, then she kept arguing that in her records, "the part(s) was SUPPOSED to come complete/assembled", to which I agreed, "Was Supposed..."

  When I mentioned that these parts are covered by lifetime warranty, she argued, "No, Limited lifetime warranty, and we require a proof of purchase, in your case copy of house title, since you purchased your house new from the builder." She didn't ask for it this time (a favor to me?).

  She also advised me next time to hire a licensed plumber.

  After she kept arguing, I asked her, "If you or they did nothing wrong, why did you apologized?", but she couldn't get my point.

  No matter the parts, if we are talking about "BETTER Business", I cannot accept the notion that Pfister is a BETTER Business.

  I am not asking for any additional actions from the merchant, but I cannot accept their response, sorry.

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought "Pfister Jaida Bathroom Sink Faucet, 8-Inch Widespread, 2-Handle, 3-Hole, Spot Defense Brushed Nickel Finish, LF049JDGS" on ****** in July 2021. It now is leaking at the base of the faucet. On the companies website it says there is a limited lifetime warranty on the original purchaser. I am the original purchaser but Pfister is saying that since the seller was not amazon but was from a third party seller. ****** is the first purchaser so I am the second purchaser therefore the warranty is void. I think this is pretty shady and I bought a new product from ****** and they should honor the warranty. There is nothing on their warranty sheet that says buying from third party seller on ****** voids the warranty.

  Business Response

  Date: 11/27/2024

  Hello **** ******,    
  
  Thank you for your recent email describing the difficulties you are experiencing with your products. We apologize for the delay in response to your inquiry.  
  
  We will be sending you a complete replacement model: LF049JDGS, Quantity of 1, should arrive within 7-10 business days once shipped. Your order number is 2024111195674  
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you.  
  
  Sincerely,  
  ***** *.   
  Pfister Support Team  
  **************  

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 openspout bathroom PFISTER faucets (**** MODEL LF 042 VGKK). The tag attached to the product indicates it was manufactured in 2013 so i likeky purchased them a few years later.The area in which i reside has hard water and unfortunately scale deposits on the spout make it extremely difficult to keep the open spout clean. The most frequently used spout has now developed what resembles rust spots, as per pic *********** light of Pfisters life time warranty for the finish, i submitted a claim along with pictures of the unsightly spout. Although the exact product has been discontinued, they are willing to replace it with another open spout product. Reviews of this replacement product are not favourable, only 3 stars.I called Pfister to request a similarly priced product 5 star rating, closed spout LG42 PFMOC. PFIRST MODERN IN BRUSHED NICKEL Although the 2 men i spoke to were very pleasant, they did NOT have the authority to grant my request albeit recognizing -the same product will likely develop the same problem - each time they replace the product i incur an installation cost of $175. - rules are rules they stated and no one above them speaks to customers You cant do the same thing repeatedly and expect different results. In order to avoid this problem in the future and cost to myself, i request a similar priced product, CLOSED SPOUT

  Business Response

  Date: 11/25/2024

  Hello ***** *****,    
  
  Thank you for your recent email describing the difficulties you are experiencing with your products. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Pfister faucet units.  Based on the information you provided us, you are covered under the Lifetime warranty.  
  
  We will be sending you the updated replacement part(s)/unit (s) "LF042VGKK LAV 42 VD S/C 13 1HDL 1.2GPM PVD BN", Quantity of 1 your product warranty, you should arrive within 7-10 bus days once shipped. Your order number is "2024111192373"
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you.  
  
  Sincerely,  
  ***** *.   
  Pfister Support Team  
  **************  
  

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a kitchen faucet. Within 9 months I contacted the company regarding stuck buttons, they sent out the part needed. , now same issue they replaced the same part 2 times already. I'm done waiting for replacements. I spoke to someone regarding this issue again and they stated a supervisor would contact me. It's been 3 months since then.

  Business Response

  Date: 11/08/2024

  Hello C ********, 

  Thank you for your recent email describing your experiencing with our product.

  Our tech has contacted the number you provided and left a voice message with her contact information. 

  Please give her a call back at your earliest convenience. In reference to case number 2024111169096. 

  ***** R

  Pfister - ************

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While the original purchase was in 1996 it was sold with a lifetime warranty on workmanship and coatings. They now say no purchase prior to 1997. I dont have manual only the paperwork attached

  Business Response

  Date: 07/12/2024

  Hello ***************************,
  
  Thank you for taking the time to respond to my email with the image of the manual showing your warranty.
  
  I would like to advise I can cover your product under the warranty. Our Lifetime Warranty on site shows the year 1997. As you had provided 1996 this is why I had requested a copy of your warranty information.
  
  I can replace your spout with an alternate finish as the White finish is not long available. I can replace the handles kit to match we have the parts in a Polished Chrome
  
  Please advise if you would like to have the order placed for parts in Polished Chrome.
  
  Look forward to hearing from you soon.
  Sincerely,
  ********************
  Pfister Support Team
  **************