ComplaintsforWater Pik Inc

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Waterpik Water Flosser on Nov 30 as recommended by my dentist. I watched instructional videos on youtube and read their booklet before my first usage on Dec 7. I used it daily every night. Everything worked fine until last night. The tip broke off, and its base was stuck inside the rotator. I called their customer service this morning and was able to get the tip out with the help over the phone. Apparently this is not uncommon. When I asked for a replacement, I was informed that I had to buy the tip again. The best they could offer was a 25% off coupon. The broken plastic tip broke off inside my mouth while water was gushing in. I could have choked on it. They are fully aware of their design defect. I was told this was not uncommon. I also contacted them about their faulty product within a reasonable time yet they refuse to replace the broken one.

  Business response

  12/13/2023

  I am sorry to hear this was your experience. The tips themselves are made of food-grade plastic therefore we do not warranty them, and we suggest they get replaced every 3-6 months. I can offer a courtesy replacement of tips at this time, if we may please have your shipping address. 

  Customer response

  12/14/2023

  My address is:

  Suki Kwon

  367 Highland drive, Seattle WA 98109

  Once you provide me a tracking number for the replacement, I will accept the offer. 

   

  Business response

  12/18/2023

  My apologies for the delay. The courtesy order for the replacement tips was placed today under order number CS490949. It should arrive 10-14 business days due to the holiday, you will get a secondary email when it ships with the tracking number. Have a great holiday season. 

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Suki Kwon

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I ordered a WaterPik flosser on 28th Feb 2023 for my mother through Amazon and the flosser suddenly stopped working . The flosser is still under warranty and I tried to reach out to their customer service where I was being told to send the flosser back to US in order to see whether it’s a warranty problem or not. My concern is , I live in Canada and in order to send the flosser back to US there are international shipping charges associated with that. I asked them to provide me a return label or provide me an alternative but seems like they are not helpful at all. I even sent a follow up email yesterday for which no reply has been sent. I spent $112.99 thinking that it’s a good company and the product has enough warranty but seems like it’s not worth it. Please help me fixing this problem as it’s for my mother and she really needs the water flosser for her oral care because she is old. I am not looking for any claim or money but I just want my flosser to be fixed asap. Thank you!

  Business response

  11/11/2023

  Based on the receipt provided to us, our business analysis associate was able to identify the this a fraudulent receipt therefore not valid. So yes, we would need the product returned to us if Japleen Dhillon wishes to do a warranty claim. She can send her product to Waterpik at: 

  1703 East Prospect Road,

  Fort Collins, CO 80525 Attn: CS #716455 

  Customer response

  11/13/2023

  Complaint: 20855343
  
  I am rejecting this response because:

  On what grounds are you claiming it’s a fraudulent receipt. It’s clearly from Amazon Canada and I have the proof in my past orders.  I am just asking you to either replace my product or fix it for free or cost and you are claiming it’s a fraudulent receipt. Atleast show some courtesy. If, I would have known about this kind of customer service, I wouldn’t have ordered a Waterpik product at all.
  
   

  Business response

  11/13/2023

  I will not be stating how this is fraud. The original receipt (above) given was tampered with therefore we are not moving forward with any warranty claims for this account. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I purchased a Waterpik on 10/3/2022. Around 6 months after this, the battery wouldn't charge. I went through some steps to reset the battery and tried to charge it again as directed. It wouldn't hold a charge anymore. Waterpik replaced the item around 2/2/2023. Several months after this replacement arrived, around 9/23/2023, I had to repeat the steps to reset the battery on the replacement Waterpik because it wasn't holding a charge. Around 9/27/2023, I got another replacement for the Waterpik. I noticed this latest replacement had a very weak flow even on High. The previous two Waterpiks had an excellent flow which really helped clean my teeth. This latest replacement Waterpik had less "pulse" or "flow" when fully charged on High than my wife's Waterpik when hers was set on High and needed a charge! For the record, the Waterpik I want replaced is the White one. My wife's is the Rose Gold one that I happened to notice had a better flow than my White one. Waterpik asked me to show them videos of each Waterpik so they could troubleshoot. I did so. Waterpik claims there is no issue with the White Waterpik's flow. It is obvious that the White Waterpik has a weak motor even when fully charged. You can see and definitely even hear the difference between the White and Rose Gold Waterpik flow. Upon sending Waterpik these videos they said the Waterpiks have the same flow. What do I have to gain by lying about the replacement Waterpik being defective? 1. The 2-year limited warranty doesn't renew when they send a replacement to me. 2. I'm only asking for the same item, not an upgrade or superior version of the current Waterpik I was sent. I don't want a refurbished Waterpik, which is possibly what they sent. Please see the link below for the 4 videos I reference in this email. **********************************************************************************************  Regards, Keith Krohn

  Business response

  10/12/2023

  i appreciate you sending a link to your video, I however am not able to open this type of file. I can send out a replacement for the Cordless Advance in the color of white. We no longer manufacture or have Rose Gold in stock, my engineering team assured me they have the same functionality the only difference is the color. 

  Customer response

  10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. All I wanted was a replacement that has a powerful flow of water when set to High and holds a charge well. 

  Thank you.

  Regards,
  
  Keith Krohn

• Initial Complaint

  09/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have waterpik WF-06W w/ 5 heads. I need a hose replacement. spoke with a customer service and was informed that the model was discontinued but they kept in stock units for replacements. They will check their inventory and will let me know the availability. A week later was confirmed that the replacement hose was available but I need to pay for it! I agreed She said that was a promotion : a bottle of whitening tablets FOR FREE w/ my order. A confirmation/receipt was never sent but my card was charged. When I received the order was no hose inside the box ONLY the tablets!!! Why I need tablets for if I have NO HOSE!!!! I started over again requesting a call from a supervisor to fix this problem. I noticed that their agents work from home and have no access to inventory and DO NOT READ THE NOTES ON THE ACCOUNT! Their supervisor is contacted by msg to call the customer. Several requests but never heard from them. Decided to call again and, before I tell the reason for my call, the customer service said that she would place the order for the HOSE! She already knew!!! I COULDN'T BELIEVE THAT THIS AGENT READ THE NOTES! Order placed but the copy of the order was not sent to me. When I got the order, AGAIN, WAS WRONG. Wrong hose model and does not fit any of the 5 heads. I decided to get some Corporate help. Tried to get the Corporate # or Marketing/ Sales Dept but it is impossible. Nobody knows??? Called customer service and left msg for Supervisor Annie extension 8713 and 3 msgs for extension 8755 Never heard from them. Now when I place the call for customer service, the line drops SEEMS THEY BLOCK MY NUMBER!!! Do they resolve their issues this way? What kind of a company that does not honor their own products or their representatives words? I'm dealing with this for almost 2 months !!! I need the hose replacement that fits my model in order to use the 5 heads, WHICH I PAID FOR! or replace the whole unit!!!

  Business response

  09/21/2023

  Hello Lopes,
  
  The product the customer has was manufactured in to 2017, her warranty expired in 2020. She does not have a receipt indicating this product was purchased in the last 3 years to prove warranty. Her Wf-06 Hose and handle has been discontinued as replaceable part, this information was relayed to her by 3 agents. The team member she spoke to on 9/1/2023 did send the wrong part for which we refunded Ms. Lopes for the $26.00, and sent her an alternative hose and handle that would fit the boost tip she was sent so she can use her whitening tablets. I reached out to Ms. Lopes on 9/13 and left a voicemail. On 9/20 another supervisor called her and left a voicemail. Customer then decided to call multiple departments in the company and be less than professional at our personnel. We at Waterpik do not tolerate aggression and reached out to discuss her case in a final attempt before blocking her phone number. She has received a product to fix her original hose request and a refund. She is outside of warranty by three years we are unable to comply with her demand of a replaced unit. The hose sent to her on 9/13 under order number CS468868 is our resolve for her complaint. 

  Customer response

  09/21/2023

  Complaint: 20633458
  
  I am rejecting this response because:

  1) I never asked to be covered by warranty

  2) the company confirmed that they kept some units/ replacements for Model WF 06W, that was discontinued, but in my case that no warranty would be covering, I had to pay for it. The employee  that was placing the order informed that at that time was a promotion of a free bottle of tablets with the order. The company should listen to that phone call.

  3. Never received the hose that I PAID FOR! I called the company and advised of their mistake.

  4. Employee put another order to correct the mistake for the previous order. Company should listen that phone call.

  5. Receive again the wrong hose that does not fit my 5 heads.

  6. The company wrongly assumed that I'm interested on use the tablets. ANOTHER WRONG ASSUMPTION.

  7.my main concern to replace the hose was for cleaning/flossing my implants which the hose sent does not fit the heads.

  8. Just called my bank and no refund was done.

  
  
  Regards,
  
  France Lopes

  Business response

  09/21/2023

  The refund was completed in our systems on 9/20/2023 will take 3-10 business days depending upon your bank to return to the card used for the purchase. The hose send on 9/13/2023 is compatible with all 5 tips that you wish to use. The hose sent is a WP-100 hose that is compatible with any Waterpik manufactured tip that says 100E. We will not be replacing this unit as the warranty is no longer valid on this product. 

  Customer response

  09/26/2023

  from: france lopes <[email protected]>
  to: Better Business Bureau <[email protected]>,
  france lopes <[email protected]>
  date: Sep 26, 2023, 1:49 PM
  subject: Subject: I do not accept the response made by the business to resolve this complaint.
  
  Again, this company provide information that is not accurate.
  Quote: " The hose sent on 9/13 is compatible with all tips that you wish to use".
  
  As per pictures attached, the hose sent DID NOT OPEN TO INSERT THE TIPS which DOES NOT ALLOW ME TO USE MY TIPS.
  
  Constant lies,  and wrong assumptions will not resolve this issue.
  The lack of professionalism and respect to their customer and BBB institution, is impressive.
  
  France Lopes

  Business response

  09/26/2023

  We have sent her a compatible part for her unit we no longer manufacture. She is out of warranty. She has also been refunded for the purchase made for the wrong product. She called and harassed our team after managers reached out to her. We will not be complying with her demands. Her aggression on towards our team lead our Quality Assurance manager to block her calls. 

  Business response

  10/19/2023

  The product the customer has was manufactured in to 2017, her warranty expired in 2020. She does not have a receipt indicating this product was purchased in the last 3 years to prove warranty. Her Wf-06 Hose and handle has been discontinued as replaceable part, this information was relayed to her by 3 agents. The team member she spoke to on 9/1/2023 did send the wrong part for which we refunded Ms. Lopes for the $26.00, and sent her an alternative hose and handle that would fit the boost tip she was sent so she can use her whitening tablets. I reached out to Ms. Lopes on 9/13 and left a voicemail. On 9/20 another supervisor called her and left a voicemail. Customer then decided to call multiple departments in the company and be less than professional at our personnel. We at Waterpik do not tolerate aggression and reached out to discuss her case in a final attempt before blocking her phone number. She has received a product to fix her original hose request and a refund. She is outside of warranty by three years we are unable to comply with her demand of a replaced unit. The hose sent to her on 9/13 under order number CS468868 is our resolve for her complaint. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The battery on the toothbrush I have purchased from them is faulty. This is a common issue among these to fail after warranty. The toothbrush has not been used much and should have life left in it. No attempt at a resolution has been made through my email support inquiry.

  Business response

  09/15/2023

  Hello, we will not be proceeding with any claims with Damen. He emailed in stating his toothbrush was two years old but has no receipt. He also stated he did not use this product much since he has had it, which resulted in his toothbrush battery depleting which indicates he is not charging or maintaining his unit as the warranty manual states. His unit was manufactured in 2016 and we discontinued manufacturing this product in 2019. Our policy is to use either the serial number or a receipt for warranty this was told to Damen. Unit was out of warranty in 2018, and if had a receipt his warranty still would have expired. We offered troubleshooting and when he stated that did not work, we offered rebates. We are unable to comply with his demands as he is 5 years outside of warranty. 

  Customer response

  09/18/2023

  Complaint: 20608117
  
  I am rejecting this response because:

   

  This is a common issue with this device as I have seen online. Countless customers explaining how their batteries completely die after the warranty period. I now have been told both charging and not charging the battery will cause the battery to go out, which is not stated in the manual. Seems more like a low quality battery that only lasts long enough for the warranty to expire..Terrible product and service.
  
  Regards,
  
  Damen B

  Business response

  09/19/2023

  Hello, we will not be proceeding with any claims with Damen. He emailed in stating that his toothbrush was two years old but has no receipt. He also stated he did not use this product much since he has had it, which resulted in his toothbrush battery depleting which indicates he is not charging or maintaining his unit as the warranty manual states. His unit was manufactured in 2016 and we discontinued manufacturing this product in 2019. Our policy is to use either the serial number or the receipt for warranty, this was told to Damen. Unit was out of warranty in 2018, and if he had a receipt his warranty still would have expired since he stated it is two years old. We offered troubleshooting or rebates. We are unable to comply with his demands as he is 5 years outside of warranty. 

  Business response

  09/19/2023

  Hello, we will not be proceeding with any claims with Damen. He emailed in stating that his toothbrush was two years old but has no receipt. He also stated he did not use this product much since he has had it, which resulted in his toothbrush battery depleting which indicates he is not charging or maintaining his unit as the warranty manual states. His unit was manufactured in 2016 and we discontinued manufacturing this product in 2019. Our policy is to use either the serial number or the receipt for warranty, this was told to Damen. Unit was out of warranty in 2018, and if he had a receipt his warranty still would have expired since he stated it is two years old. We offered troubleshooting or rebates. We are unable to comply with his demands as he is 5 years outside of warranty. 

  Customer response

  09/19/2023

  Complaint: 20608117
  
  I am rejecting this response:

  Repeating the same response is the exact support to be expected from this business. They did offer a discount on a new purchase, which is unhelpful when my original purchase has barely worked. Would not buy a new device from them if this is the quality and support I can expect. However, no working troubleshooting steps have been provided. That is a lie. I’d be happy to troubleshoot and get this machine to work, but it appears that it’s just a dead battery due to poor manufacturing. Troubleshooting can’t fix poor quality.

  
  Regards,
  
  Damen B

  Business response

  09/19/2023

  We will not be proceeding with any products or refunds with Damen. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried contacting the business 3x in regards to my concern in regards to debris/mold build up in handle. I have always been diligent in regards to cleaning and soaking/rinsing everything out. I was still noticing an odor and debris coming out of the handle so I then tried to use a cleaner inside the handle, and used compressed air and was disgusted at my finding. Water Pik has refused to return my numerous attempts to reach them on how to address this issue since the handle can’t come apart without breaking it. I decided that I no longer wanted to use it under these conditions so I took the handle apart. I have included photos of this, and want Water Pik to replace my device because this is uncalled for.

  Business response

  08/17/2023

  Hello upon reviewing Mr. Wagner's information it appears that he had reached out to us before our department opened on 8/15/2023. Once the department opened a team member had reached out to discuss Mr. Wagner's warranty, we have not yet heard from Mr.Wagner. We would be more than happy to have an agent call him during our business hours to discuss his warranty options. 

  It is not typical for mold to form in our products because the water pathways are designed to evaporate any residual water that may be left behind if the unit is stored and cared for as recommended. Our products are also composed of medical grade plastics, so mold should typically be unable to develop. Buildup commonly only occurs if mouthwash or other oral solution additives are being used in the flosser or if it is not regularly cleaned with white vinegar and water. We advise cleaning the flosser every 1-3 months with a 2:1 ratio solution of warm water and white vinegar to maintain proper function.  If the flosser has never been cleaned in this way, it is possible that the buildup is an accumulation of hard water deposits. Please also note that excessive heat or cleaning chemicals such as bleach, essential oils, or fumes from air fresheners or hygiene products that may be sprayed near the flosser can affect the food-grade plastic over time. Please be certain to dry the flosser and empty any water that may remain in the reservoir after each use.

   

  Customer response

  08/17/2023

  Complaint: 20482924
  
  I am rejecting this response because: they emailed me at 10am today and responded 2 hours later and no response 
  
  Regards,
  
  Scott Wagner

  Business response

  08/17/2023

  On our website it states we are open 9 am – 7 pm (Mon-Thu); 9 am – 4 pm (Fri) Eastern and please allow 1-2 business days for a response. If you are contacting us on a weekend or office closure, please allow additional time for a response (as we answer emails in the order in which we receive them). We are more than happy to assist you with your warranty claim. Please call us back at your earliest convivence at 1-800-525-2774. 

  Business response

  08/18/2023

  Hello upon reviewing Mr. Wagner's information it appears that he had reached out to us before our department opened on 8/15/2023. Once the department opened a team member had reached out to discuss Mr. Wagner's warranty, we have not yet heard from Mr.Wagner. We would be more than happy to have an agent call him during our business hours to discuss his warranty options. 
  It is not typical for mold to form in our products because the water pathways are designed to evaporate any residual water that may be left behind if the unit is stored and cared for as recommended. Our products are also composed of medical grade plastics, so mold should typically be unable to develop. Buildup commonly only occurs if mouthwash or other oral solution additives are being used in the flosser or if it is not regularly cleaned with white vinegar and water. We advise cleaning the flosser every 1-3 months with a 2:1 ratio solution of warm water and white vinegar to maintain proper function.  If the flosser has never been cleaned in this way, it is possible that the buildup is an accumulation of hard water deposits. Please also note that excessive heat or cleaning chemicals such as bleach, essential oils, or fumes from air fresheners or hygiene products that may be sprayed near the flosser can affect the food-grade plastic over time. Please be certain to dry the flosser and empty any water that may remain in the reservoir after each use.
  On our website it states we are open 9 am – 7 pm (Mon-Thu); 9 am – 4 pm (Fri) Eastern and please allow 1-2 business days for a response. If you are contacting us on a weekend or office closure, please allow additional time for a response (as we answer emails in the order in which we receive them). We are more than happy to assist you with your warranty claim. Please call us back at your earliest convivence at 1-800-525-2774. 

  We have emailed him and called him. We will have a team member follow up with him by the end of the day 8/18/2023. We are not rejecting his request to assist but it is imperative that he speaks with our team. We have reached out to him, and he continues to reject our responses. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My initial contact to Waterpik: Contact ID 7762898 Reason for Contact Warranty Assistance Model Number Complete Care 5.0 (WP-861/862) Serial Number WP861W220104AJ First Name MARY Last Name MATTIACE Address 1 2540 RIDGECREST AVE City ORANGE PARK State FL Postcode 32065 Email address [email protected] Phone Number 904-327-0160 Purchase Date 09-Nov-2022 Where did you purchase this product Other Product Issue Charging How can we help? Sonic toothbrush is not charging Mary: The owner's manual does not state that the product is warranted only if it is purchased from an "authorized" dealer. I purchased this through e-bay from: TMZ DISTRIBUTORS LLC registered at 444 NW 1ST AVE 501 FT LAUDERDALE, FL 33301 . It's Document Number is L19000030204, and FEI/EIN No. is 84-2409839 .

  Business response

  08/07/2023

  This customer was sent a replacement from our team on 7/18 under order number CS454961. 

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Mary Mattiace

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2 year warranty on my Waterpik. I needed a part replaced. I was sent the wrong part two (2) times. It was the reservoir. I got the second wrong one today 6/3/23, & called about 2pm, & asked for a manager. First I spoke to James. He connected me to I don't know what. Then I called back & spoke to Alexis, she didn't know any managers names, but put me on hold, & never came back. This is rediculous!

  Business response

  07/05/2023

  Customer has been sent an email with a confirmation that a replacement has been sent under warranty. 

  Customer response

  07/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Sara R Augustin

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a water flosser in March 2023. From day 1 it shakes very loudly and vibrates across the counter. It has slowly lost power and the jet became very weak. When I press the button to pause it started completely shutting off. Now it won’t pump water at all. I called and did all kinds of troubleshooting including running vinegar and water solution etc. it doesn’t work. I was told that this model is from the 90s so it has issues. I spent 45 minutes messing around with this device. This is a very strange company to push back so hard and make their customers jump through hoops to make their 25+ years old device right.

  Business response

  06/01/2023

  We are refunding John for the purchase of the WP-72 with the MSRP of $59.99. He has been made aware that our check clearing process will take 4-5 weeks. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So i purchased this waterpik at target and not even 2 years it decided to die on me. It stopped working yesterday and i have kept in on plugged and unplugged the cord to see if it works. Nothing is working. DEAD. Although, the warrany says on the box is 2 years. My item has only been 1 yr and half. I have a purchases reciept for verification. I have a case #****** over the phone and was spoke to an agent. The agent advised to send the reciept via email and she will get back to me for further assistance. Upon checking back my email, she advise this model is past 1 year warranty. I dont believe this is a 1 year warranty or they just simply say that to avoid getting it fix or replaced. In conclusion she gave me a $5 coupon for future purchase. I dont want a $5 coupon. If i am spending $60 on a waterpik this should last at least 2 yr+ otherwise lower the price for the quality that doesnt last. I expect a replacement due to warranty issues

  Business response

  05/01/2023

  Glida was contacted by email and sent a replacement unit under warranty.

  Customer response

  05/01/2023

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

*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. ↩