ComplaintsforBrondell Inc

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6-8-24 I ordered a Coral Three stage water filter. Somehow it took weeks to get the filter and it was forwarded to ********** instead of deliver to *********. Coral Three Stage. The Order #********. I am a physician and have recommended this filter to numerous friends and patients and already had one installed in my Cincinnati house that works great. This when it was installed we noted the spigot turns constantly and turning on or off the water makes it move and we have now had water all over our counter and floor. Two plumbers looked at it and said it is defective spigot. I called customer support and they connected me to Just Answer who never had an answer and would not respond after trying to text for hours. I can send you screen shots. They did however charge me 46 dollars for something that is an obvious warranty issue. I am very disappointed in Brondell and will have to rethink recommending this company even though they have a great 3 stage filter.

  Business response

  09/24/2024

  I have contacted this customer. He has received the late shipment and I will be replacing his leaking faucet no charge under his warranty.

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

  Senior Customer Support Manager

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

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bidet seat when installed correctly according to Brondell at ********************************* the up position. But their design automatically springs the seat closed 5-10 degrees. This action causes the seat to exceed its catch/hold position causing the seat to fall by gravity. Also the spray arm sprays too far foward.Brondell customer service both Admits its a design flaw, but insists it's a installation issue, that either the toilet, the tank or their seat is improperly installed and their product cannot possibly be defective. If the seat wouldent naturally spring foward 5-10 degrees inorder to catch the hold position and act as a typical toilet seat, their wouldent be an issue, also if the spray arm was adjustable, you wouldent crunch your ***** trying to spray your ****.The videos clearly shows the seat springing foward from the 95 degrees fully open To 90 and 85 degrees past the hold position where gravity then Pulls it closed. It is not an installation issue, I have 2 toilet one moves 1/2 in and holds, the other exceeds this and it difficult to stay up. I would like Brondell to either fix or replace the bidet since it is a design flaw that pushes the seat past the hold position

  Business response

  06/24/2024

  **************** is having an issue with the fit of the bidet seat on his toilet. This is not due to a defect in the product. We have advised him to adjust the seat on his toilet. Replacing the bidet seat will not resolve the issue since this is due to fit rather than a defect.

  Customer response

  06/27/2024

   
  Complaint: 21888183
  
  I am rejecting this response because:

  Brondell claims that the seat is not at 95 degrees so gravity pull the seat closed. I have repeatedly shown that the seat is at 97 degrees exceeding their minimum, I have shown that their seat springs foward 5-10 degrees (1/2 - 1 inch) before it holds, and Brondell admits this is typical and a issue!  but still refuses to admit that the hold mechanism that actually catches the seat preventing it from falling further is the problem. Brondell has not sent anyone to verify their claim. they have received  pictures and videos proving the seat catch is not catching, that the seat IS at 97 degrees exceeding their minimum 95 degrees. yet Brondell insist the photos and videos must be fake or something, because they insist the seat must not be installed correctly  and insist that I install it at 95 degrees or greater. WHAT MUST I DO TO PROVE THAT THE SEAT IS 95 DEGREES +?
  I just wanted a solution too actually fix the seat from falling, yet no matter what I say or show proving that the seat is at the correct angle, was installed correctly, and that the actual fault is in their design. the catch is not catching the seat when their mechanism springs the seat forward 1/2 -1 inch. if the seat would have been designed to rest back their would be no issue. but they designed it too close then stop! and this is the issue because their stop is not catching the seat!
  Because of all the stress and aggravation we endured over the past year of arguing, sending photos and videos proving the seat is exceeds 95 degrees,that its installed correctly, I now want a free replacement

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

  Business response

  06/28/2024

  We are currently working with this customer and will replace his unit.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Swish 1400 under full warranty, less than one year since purchase.Contacted service, went through multiple trouble shooting exercises over a couple of days.Come to learn it needs to be sent back for service.Not having another toilet seat just sitting around, i proceeded the packaging process to send it back. Odd shape box, couldnt find anything close to fit so I had to modify and pack carefully.Was supposed to get a return label ******* in the instructions but didn't. Had to reach back to get that, took another two days. Upon getting the label I noticed it was GROUND. From the extreme ********** to the extreme west coast ground, took just over a week. Once Brondell recieved the package I got an email : We have just received your Brondell unit in for repair for CASE50017. You will be contacted shortly with further repair information and/or an estimate for repairs if necessary. Our current turn around time in the service department is 7 to 9 business days. Please disregard turn around time given if you are a Super High Repair.If you have any questions regarding the repair process of your unit, please do not hesitate to contact us.Please note: We are currently in the process of moving to a new office space. You may experience a delay for just a few extra business days on top of the current estimated repair turn around. We apologize for the inconvenience and appreciate your understanding.7 to 9 business days can span over two weeks or more, plus the PLEASE NOTE we are moving, who knows how long that will add to the process.After trying my best to appeal to the agents to just replace it and mke us all happy, no such luck.For a luxury item of this value one would think a reasonable thisn to do would be to resolve the issue.I am very disappointed in the response and the committment to the warranty and customer satisfaction.

  Business response

  04/05/2024

  The customer was told prior to sending his product in for repair that our current repair turnaround time is 7-9 days. We repaired his unit under a super high priority within 48 hours of receipt and sent it back to him. It was delivered to him on April 3:

   

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

   

   

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pack of Swash Bidet Filters from Brondell on 1/11/24. They were shipped on 1/22/24. When we tried to install one on 2/11/24, we discovered that it doesn't fit the EcoSeat S101 bidet. We returned the filters to Brondell. Their website states that it is not compatible with the Swash S101 or S102. Since my bidet seat is the EcoSeat S101 and not the Swash S101, I believed that it was compatible with my bidet seat. Brondell charged a 10% restocking fee even after I requested that they not charge the fee because their website was not clear. I paid $79.99 + $8.25 tax + $9.22 shipping. They returned a total of $79.40. I am requesting that they give me a full return of $79.99 + $8.25 tax ****** = $8.84.

  Business response

  03/08/2024

  We will issue a refund for the restocking charge. 

  Customer response

  03/08/2024

  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.
  
  Sincerely,
  
  *********************************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Discloration of S1400 bidet seats from Brondell, **** I purchased and installed a Brondell S1400 Bidet in 2022. This was within warranty, when we noticed a stain discoloration. Please refer to the picture dated August 19, 2023. I called customer service to request a replacement, **** indicated it was denied for the reason it was not covered in the warranty. I accepted that it would not be covered, so I paid for the replacement of $110.00 which included the shipping and tax.After only 4 months, the discoloration appeared again with the brand-new replacement bidet. Please refer to my second picture taken on December 3, 2023. When I called customer service again, **************** indicated it was again denied for the second time with the same reason of the bidet not being under warranty and she explained the discoloration was due to the chemicals used on the seats, ex: lotion or cleaning solution.I am not satisfied with this explanation, especially since it was only 4 months and the same problem occurred with discoloration. I expect a replacement at no cost. I have a total of 4 bidets, 2 Brondell brand and 2 Toto brand. I am a loyal customer with a second ********************** bidet that does not have this problem. If this can not be resolved, I will replace it with the Toto brand.

  Business response

  01/26/2024

  One of our support managers reached out to this customer via both email and phone/voice mail on Tuesday, January 23. We have not gotten a response.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bidet (order #*****OM). Received this item yesterday, after installing noticed the pressure is SUPER low, about 1/5th of my previous 10 year old bidet model (to which this was advertised as the latest and greatest in the industry and a pro model). Immediately contacted the company to arrange a return, it was not "used" but tested once to see the pressure right after installing and discovered the issue, SAME DAY it was delivered. Notified by customer service that i can not return this item, and i basically have to just live with a dud product with no pressure that does not do what its advertised to do.

  Business response

  11/13/2023

  We have contacted the customer and will be repairing his unit no charge under the conditions of the warranty.

  Customer response

  11/13/2023

   
  Complaint: 20851107
  
  

  I am rejecting this response because:
  

  I have returned the item, if the response is that the unit is not defective and is operating "as expected" then i do not want to receive it back, and would like a refund.  

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

  Business response

  11/13/2023

  We will not send this unit back unrepaired. We will repair it under the highest priority or send a new replacement unit.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a swash cl1700 bidet from their online warehouse as an open-box item that stated that it was in excellent working condition and would be under warranty for the first year. As soon as I got it out of the box and installed it would never spray water inside. Went through all of the troubleshooting tutorials. Water flows all the way in to the bidet but the pump inside doesnt come on and essentially doesnt work. I contacted the customer service and the call center line just keeps hanging up on you. I then placed service requests through the online but have not received any sort of response back after over a week now. I just want to send it back and have it replaced with one that works properly as stated when purchased. I have all the information from the purchase plus and all the original packaging. The seat has been unused as it doesnt spray any water and Id just like to exchange it for one that works.

  Business response

  10/31/2023

  We have attempted to contact the customer both by email and phone but have not yet heard back.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Brondell Reverse Osmosis Under Counter Water Filtration System. The filters are supposed to last 6 months or filter 475 gallons of water, which ever comes first. There is a light indicator that lets you know when you are supposed to change the filter. For the last 4 years that we have had this system it's indicated that we need to change the filter every 3.5 - 4 months. After numerous complaints to Brondell I was told that we are just using a lot of water. I recently measured our water usage and we use 352 gallons in 6 months. Well below what the filters are supposed to filter. I spoke with ******* today, who is supposedly a supervisor. All he did was mock every word I said and no one at Brondell takes any responsibility for their faulty light indicators which has resulted in unnecessary filter changes. Their filters are quite expensive and go up in price every year. Instead of changing the filters twice in a year, the faulty light indicator has led us to change it every 4 months. The price of the filters is currently $80 plus the membrane filter which is $90. We have also replaced the light indicator and still had the same issue. It seems like a fraudulent company that makes money with extra and unnecessary filter changes. Who knows if their filters even filter out everything they claim .

  Business response

  11/08/2023

  One of our Support Managers spoke to Ms. Vartanians on 10/25/2023 and explained to her that water quality issues can lessen the lifespan of water filters. This is also pointed out in the owner's manual on page 15, I have attached a screen shot.

  ************************ lives in an area with hard water, *******, **. This is documented in the city's 2022 Annual Water Quality Report. Hard water can cause sediment to build up on the filters, which can lessen their lifespan. 

  We sent Ms. Vartanians a free set of replacement filters on 10/26/2023 as a courtesy. However, because her filtration system is not defective or malfunctioning we will not do so again moving forward.

  Customer response

  11/08/2023

   
  Complaint: 20776134
  
  I am rejecting this response because:

  Either Brondell is not understanding the issue with their faucet light indicator or they are just going around in circles trying to confuse the consumer so they don't take responsibly for their faulty faucet light indicator. We don't know if the hard water in ******* is lessening the lifespan of the water filters as they have never been tested. The only way to determine that is if they are sent to a lab for testing. The last line in the screen shot from the owners manual provided by Brondell states: The period for the filter exchange is based on an average production of 2.6 gallons of drinking water per day. We use two gallons of water a day. At that rate the light indicator which supposedly measures water usage and time should make it to the 6 month ***** As Brondell claims the Sediment Filter, Pre-Carbon Plus Filter and Post Carbon Block Filter's usable period is 6 months and the ** Membrane Filter's usable period is 24 months. However the light indicator is faulty and indicates a filter change every 3-4 months. AGAIN, THIS IS AN ISSUE WITH THE WAY THE LIGHT INDICATOR IS MEASURING USAGE, NOT THE FILTERS. THE FILTERS HAVE NEVER BEEN TESTED. WE DON'T KNOW HOW THE HARD WATER IS EFFECTING THE FILTERS. So for the last 4.5 years that we have had the system we have made an unnecessary filter change every year. I explained that to the Brondell representative. They actually owe me 4 filters plus two ** Membrane ******. All these extra unnecessary changes have cost over $500. 
  
  Sincerely,
  
  Elin V

  Business response

  11/15/2023

  The time frame for the filters is based on the amount of time the faucet is in the on position. Even if it is slightly on and no water is flowing the timer is counting once the LED is triggered and flashing. Results can vary based on the usage of the unit. The timer is based on an approximation of time spent when water is pouring at the standard output flow rate, which would equate to the 6 month / 475 gallon of water in normal circumstances. We have replaced the faucet timer once for ************************ and we sent her a free box of filters at the end of October. I am happy to provide an additional free box of filters as a one-time courtesy. However, the filtration system is not malfunctioning and we will not offer free filters in the future.

  Customer response

  11/17/2023

   
  Complaint: 20776134
  
  I am rejecting this response because:

  Since we purchased the ** system 4 years ago I have reached out to Brondell via phone and email numerous times complaining of this issue. The very first time we installed the filters we got 2 months of use. I talked to **** at the time who was a supervisor and he brushed it off as "Oh that can sometimes happen because of the testing they do in the factory." Due to the faulty light indicator we have had to unnecessarily change the filters every 2-4 months, instead of 6 months. As I mentioned in my last email to Brondell and to ******* on the phone, I am requesting 4 filters as well as 1 of the membrane filter. These are all the filters we have had to prematurely replace which has cost over $500. 

  
  Sincerely,
  
  Elin V

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Consumer: ***************************** Bathroom Designer:************************* Designs LLC. (Owner: ******************)Contractor: HoneyDo (Owner: **************)Reseller: *********** (Svc. Rep: ************************** Brondell (Svc. Rep: ******************** ************************************ Return required within 30 days of order. ISSUE: Product protection for the Consumer ended before the Product was ever out of the box. Once installed by licensed Contractor on 8/7/23, Product found to not function with remote control. All remedies/troubleshooting performed failed.DISPOSITION: Only recourse available from Manufacturer was repair. ISSUE: consumer charged $70 for oversized shipping (when quoted twice by Manufacturer that shipping was covered between $46-$70) and product is being held by ************************** pending resolution of $70 shipping dispute.REQUESTED REMEDY: Waive $70 shipping charge & return repaired product.- Brondell Swash **** product that never worked as the product is described to work with "the Remote Control"CONSUMER HAS:- No Product as the seat is being held hostage pending payment of $70 in oversized packaging shipping fees (which were quoted in writing on 2 occasions by Manufacturer's Svc. Rep to be covered up to $70)- Additional unplanned uninstall/Install costs from license contractor after Manufacturer product did not work.- No confidence that if/when the "Repaired Product" is received it will work as intended (despite Purchase on 4/4/23 and install on 8/7/23 (Despite 5 year Extended Warranty Purchased)- 35+ Exchanges have occurred over a 2 month period from 8/7/23 (awareness that Manufacturer Product didn't work upon install) to 10/9/23 (Timeline created for this customer service nightmare) and Manufacturer has not remedies this Consumer's issue.- 22 email exchanges - 13 phone call exchanges - 7 text messages as proof of timing from Purchase to Install and Shipping for Repair

  Business response

  10/20/2023

  The shipping charge has been removed and the unit has been sent back to ******************, delivered by ***** on 10/17. This issue has been closed at our end.

  Customer response

  10/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and can confirm the repaired product was returned to me with $0 cost incurred. I am scheduled for a reinstall and if the product does not work as intended I will open a new claim. Otherwise we can consider this claim closed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  14 months ago I bought a Bidet for $499 with a one year warranty. 2 months after the warranty expired the bidet stopped working.The internal over-temperature safety feature will not allow bidet to spray when any water temperature is used.Ive called and complained that the bidet is completely useless. I feel this is a scam and would like my money back. I paid $500 for a product that stopped working in a little over a year.If this is not resolved I will have no other choice but to write a review on Amazon warning other consumers about this product.

  Business response

  09/06/2023

  Thank you for sending this. We have searched our records and cannot find any correspondence with ******************** under her name, email address or phone number. She says she spoke to one of our agents over the phone, she may have used a different phone number. I've attached a copy of our warranty for reference. If the unit was purchased from  Amazon we are unable to issue any refund. She will need to contact Amazon. However, we are very happy to help troubleshoot the issue with her and would like, with her permission, to contact her directly regarding this issue.

  I'm including a link for our warranty coverage: **********************************************************************

  Thank you,

  ****

  Customer response

  09/06/2023

   
  Complaint: 20548392
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  The purchase was made with ********************** email address.  Amazing told  us to contact the manufacturer directly.

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

  their response is typical of the run around we are getting about this defective product.  I want a full refund the seat is broken and useless.

   

  I have attached all my the purchase information 

  Business response

  09/07/2023

  Because the bidet was not purchased directly from Brondell we cannot issue a refund. We can provide support and repair.

  I am happy to contact ******************** directly to troubleshoot the issue.

  Customer response

  09/07/2023

   
  Complaint: 20548392
  
  I am rejecting this response because:  we have been through all of this before.  Its unprofessional to say Amazon is responsible, when Amazon says Brondell is responsible.  This insures no one takes responsibility for defective products.

  I will do my best to make sure no one else buys this product again.  I will let them know if they have a problem, the buck will be passed from Amazon, to Brondell, and back again.  They can be sure we will never by their product again.

  Feel free to have them contact me directly so they  can tell me themselves what they will not do.

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

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