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:03/24/2025

  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.

  Hansgrohe advertises lifetime warranty. They use to honor this up until about 8 years ago as my house is all Hansgrohe and purchased because of the implied warranty. I called today to explain that the faucet is leaking internally and probably one of the supply lines. Tech support informed me that it needs to be replaced. Further I was told by him and his manager, *****, that the warranty is not lifetime and that it has been used under pressure as it was designed to for numerous years. I explained that there is no time specified, this was a low use faucet as its in a powder room, and never had this issue with any other faucets. As you can see from the photos that the faucet is in excellent condition. Quality of the water is excellent as i have a water softener in the house. Because of this failure, I am asking for repair or replacement. I am the original owner in a residential house. They would not supply me with the previous warranty from the purchase date as it has changed over the years.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Leaking shower head lifetime warranty they claim to old, but its lifetime to original owner

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, I am dealing with a leaking Hansgrohe kitchen faucet. We noticed the faucet leaking yesterday from inside of the metal tube (the "gooseneck") portion of the faucet. The water leak squirts out the top of the gooseneck, and also follows the hose down to underneath the cabinet. I went to ********** to find ***air parts and see if they could help me fix the problem, and the employee at ********** said that they do not stock those parts and recommend that I use the lifetime warranty that came with the faucet (a big reason why we purchased this faucet).Long story short- because I'm tired of rehashing this issue- the last *** that ***lied to my email said that it "appears" that my issue is caused not by a defect under warranty, but from "normal wear and tear"How did she come to this assumption that my faucet warranty is not going to be honored? I've only sent two pictures, and I offered to send a video of the leak, which she did not even bother asking for to further research my issue or concerns.I'd expect much more from a high-end brand like Hansgrohe and I will be 100% thinking twice before choosing them again. My friends, family, and co-workers will also hear about this experience. I'd like the CEO of Hansgrohe look into my issue and to coach his employees how to show more concern and caring for the customer...especially when it's a life-changing problem like us not being able to use our kitchen sink for the past two days because of this leaking faucet. I would also request a further explanation on how the *** that is denying my claim came to her conclusion. Thank you.*******************************

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Crome coating peeling of a faucet base after a little over a year of single adult household usage in a power room. I called and emailed Hansgrohe several times and the answer was to polish the faucet. I polished it as requested, but the brass under chrome coating is showing even worse. Ive been very careful and never cleaned with any harsh chemicals. The faucet is under a limited warranty, but obviously doesnt mean a thing. All my faucets and shower heads are Hansgrohe, because I expected the quality and customer service to be excellent. All jokes on me!

• Initial Complaint

  Date:01/26/2024

  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.

  We bought a Metris widespread faucet set from Hansgrohe. Unfortunately it seized up within a few years. The issue is that the cartridges are designed to sit flush with the countertop, meaning that the water ends up pooling inside the cartridge and corroding it.The set was so corroded that we were unable to remove it. *********** had to manually saw off all 3 parts of the set. It took 2 visits, plus there will be another visit to install the replacement. The plumber's overall bill is going to be $400-500.Hansgrohe are sending us a replacement set, but they are refusing to cover this cost.The design of their faucet is faulty and Hansgrohe should be paying for the cost of the plumber.

  Business Response

  Date: 01/26/2024

  Thanks for contacting the BBB in reference to your Hansgrohe faucet. This complaint was sent to the ** subsidiary of Hansgrohe who has no record of this warranty complaint. ****** distribution of Hansgrohe products is managed by ************ Limited. We request the BBB file this complaint to ************ Limited who handle distribution and warranty for that region. We will also send this to our contact at ************ as well. We assume they have record of the full issue and can review their stance on this issue. Please let us know if there is no follow up, and we will assist. 

  Regards,

  Hansgrohe US Product Services

• Initial Complaint

  Date:01/04/2024

  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.

  For several months I have been trying to get Hansgrohe to make good on their lifetime warranty. They are slow to respond and I have been without my shower now for this period of time. A lifetime warranty is not a warranty at all if you can not get the parts.

  Business Response

  Date: 01/26/2024

  We apologize for the delay in response, and inconvenience. We do show a warranty request (order#**********) was placed on 1/3/24. We apologize for the delay on the backordered part (1 of 3 parts on the order). Unfortunately, we do not stock that part in the US and have it on order shipping from *******. While the *** is to receive the part on the week of 1/29/24, we cannot provide an exact ship date until it comes through customs and additional transit. Our supervisor is monitoring the receipt of this part and will expedite shipment once it arrives. We will send shipping information directly to the customer contact information provided on the warranty request. 

  Regards,

  Hansgrohe Product Services

  Customer Answer

  Date: 01/26/2024

   
  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

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 name is *********************************. I purchased 2 complete hansgrohe shower sets which were installed on 05/31/23. Less than a month in, I am having major issues with both shower sets, my licensed plumber came by after the install and confirmed the issues are from defective shower cartridges. I have received a warranty replacement from Hansgrohe, but my plumber wants to get paid for uninstalling and redoing the work. I dont blame him because its not his fault and time is money. I am seeking reimbursement for the plumber fees. He is charging me $250 per cartridge to replace these because he installed them a month ago. I am emailing ********************** but I have yet to receive a response. Plumbers are expensive and I have already paid him for this job. I am a loyal hansgrohe customer, all of my fixtures are from your brand, even aside from the shower sets.

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchases Hansgrohe waterfall kitchen faucet 04/1/5/2023 through build.com. Plumber installed discovered a part for the waterfall function is broken. He called (I have no idea how he got in touch, see explanation later) and was told it is a manufacturer defect and a replacement part would be sent out. That part was supposed to arrive 05/16/2023. Two days later and the part has not arrived. I called build.com, they were very nice but do not have replacement parts and gave me the number for Hansgrohe. I call that number ************** four times. The first two times, I thought it had been disconnected because there was no answer. The third and fourth time, after a long pause, a recording came on saying it was not available. I ******d the company, found **************, that has been disconnected. Called **************, no answer, tried **************, that number disconnected also. YOU CANNOT CONNECT TO CUSTOMER SERVICE!!! This is BALONEY!! I paid just under $1,000 for a friggin faucet that does not work and this sham of a company has disconnected, or will not answer ALL OF THE NUMBERS associated with the Company that are found with a ****** search. SCAM, SCAM, SCAM!!!!

• Initial Complaint

  Date:02/16/2023

  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.

  On 2/6/23 I called customer service because my hand shower was defective and I wanted a repair or replacement. I got a relatively rude man who eventually ordered a replacement. I was told that the replacement would come 2/17 and to my surprise, it came earlier. Unfortunately they sent me the incorrect/cheaper model. I emailed customer service on 2/15 then called on 2/16. ******** told me that they no longer make my model hand shower and this was the closest they had. I looked again online and found literally the exact model on their site. I emailed this to customer service then called later that day (they do not answer customer service emails) where ******** said their website was inaccurate and they are redoing all of their pricing because its the beginning of the year. When I asked for clarification, she immediately said Im transferring you to technical with an annoyance in her voice. On hold for an hour with no one picking up on the technical side. This has been one of the worst customer service experiences and Im pretty sure illegal that they didnt replace my product with the same item, rather a cheaper version that is the wrong size and does not match my other Hansgrohe shower parts (like the main shower head) or have the same functions. I would like this to be resolved.

  Business Response

  Date: 02/17/2023

  Hello,

  We show the correct replacement was sent out yesterday.  We do realize the actual replacement is on backorder, but you have the other handshower for use until the backorder arrives. If you still have an open issue let us know. Sorry for the inconvenience.

  Regards,
  *********************

   

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19419183
  
  I am rejecting this response because:

   

  Thank you, *****. I will close the issue once I receive the correct product. Unfortunately, this was more than an inconvenience. The customer service agent I spoke to was rude and belittling and refused to offer any help whatsoever. It was on me to get get to the bottom and find a resolution. She also gave, clearly, false information. My main shower head (Model No. 27486001) is also starting to rust and I am nervous if I reach out to customer service that I will have the a similar issue. Happy to discuss via email. 
  
  

  Business Response

  Date: 02/23/2023

  Hello,

  Understood on the tone and context of your call. That's not acceptable, and we were addressing based on prior complaint. We can look into that by your warranty request and have a phone log of your call. It was being addressed. I was not making light of it, just didn't go into detail. My apologies.

  Please send me an email with a picture of the showerhead. The product should not be rusting, the material is not made of anything that rusts. Once I can see the picture, we can discuss what is causing this. 

  Regards,
  *********************

  (************************************************)

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a leaking thermobalance II cartridge. I sent an email with a photo to Hansgrohe in Nov 2022. I did not receive a response. The plumber came today, Jan 31, 2023 and confirmed that I need a cartridge replacement. I called Hansgrohe and after telling me that I wasnt covered under their warranty, I was put on hold indefinitely. She said the product was old (purchased in ****) and was leaking due to wear and tear. I had the warranty in front of me and it did not mention wear and tear and applied to products purchased after March 1, ****.

  Business Response

  Date: 02/17/2023

  Hello,

  I apologize for the delay, although I am still with Hansgrohe someone else handles these complaints. I will get with BBB to get this corrected so there are not delays in the future. We acknowledge that we need to work on our hold times.

  The person who does these type of requests is out of office, so I am reaching out to resolve. I saw the copy of your warranty, which had ************************* email address written on it which implies you've reached out to us in the past. I cannot find your warranty history if you have received parts in the past. If your warranty history is under a different phone number or name listed please advise. 

  As for the warranty, it has always covered our products to be free of "defects in workmanship." It sounds like we may have not discussed the details on the call only stating wear and tear. "Wear and tear" is mentioned in conversations to reinforce that we cover our product against defects in workmanship. The product was installed in ****, and if it has worked for this long so the person on our end assumed it was not a defect. I was not part of the conversation, but willing to discuss the exact issue. I do not want to assume what anyone has said to this point. My cell number is ************ since the person who handles these is out. Sorry for the bad experience and hope we can get this clarified. 

  Regards,
  *********************

   

  Customer Answer

  Date: 02/17/2023

  Thank you for dealing with this complaint for me.  I dont want to accept the companys response but I dont want to deal with this any longer.  Its really hasnt been a positive experience dealing with Hansgrohe.  I will just avoid dealing with them in the future.  Thank you again.