ComplaintsforFlushmate

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flush mate tank recalled. Company will send replacement parts, but not provide or reimburse for installation? How is that right? It will cost me about $600 for installation through AB May. If its recalled, shouldnt the company provide or reimburse for installation?

  Business response

  10/05/2023

  Flushmate appreciate receiving this information on September 29th, 2023, and the opportunity to respond.

  
  On July 31, 2023, Flushmate supplied a complimentary replacement vessel to the customer upon the request of their plumber. A review of Flushmate's database revealed no prior direct communication with the customer.

  
  Since receiving notification from the BBB, Flushmate engaged in one conversation with the customer but has encountered difficulties in reestablishing contact despite making numerous call attempts

  .
  On October 5th, 2023, Flushmate sent an email to the customer, providing instructions for submitting documented out-of-pocket expenses to a third-party court-appointed administrator overseeing the Flushmate class action settlement fund. This process pertains to the replacement of a recalled Flushmate III unit.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Our flushmate unit was leaking water for months. Money down the drain. We had to be contacted after an $800 water bill. They will not work with us at all. They sent a unit but nobody to install as promised and will not even listen to request for reasonable or partial refund.

  Business response

  03/31/2023

  Flushmate appreciate receiving this information on March 28, 2023, and the opportunity to respond.

  
  On March 14th, 2023, Flushmate provided a replacement vessel free of charge to the customer. ******************** received two additional phone calls from an individual at this location and at no time was there any request for water bill reimbursement or consideration. Flushmate also informed the caller that a service provider could not be located to install the free replacement vessel.  The caller was informed they could have a plumber of their choice install the free replacement vessel and submit the invoice for reimbursement. The customer opted to self-install their free replacement vessel.

  
  On March 27th, another individual contacted Flushmate and stated they had been contacted by their utility company about excessive water usage, and a water bill that was higher than normal. The caller was informed that Flushmate has no program for water bill reimbursement. Since the request for water bill reimbursement took place after the free replacement unit had been installed,Flushmate did not have an opportunity to troubleshoot the original product.

  Customer response

  03/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  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

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2 bathrooms whose toilets have a Flushmate flushing system This product is defective in that it breaks down after less than 1 year and the way it's made, requires a whole new mechanism When I call to replace the mechanism, they have always been "on recall"In the past, they have always replaced the mechanism without any cost to me; as they are "on recall"When I called today for a new mechanism ("on recall" I was told I had to provide PROOF (a video) of said problem!I requested to purchase it at the cost of $161.05 Why is this company still in business when their products are always "on recall"?!

  Business response

  11/04/2021

  Flushmate appreciates receiving this information on November 1st, 2021 and the opportunity to respond to the Better Business Bureau. Before receiving the complaint, Flushmate had been working with the customer to try to resolve the issue. ******************** is committed to providing a high level of satisfaction for our customers.
  
  After receiving this report from the BBB, Flushmate reviewed its database records for this customer. It was determined from those records that the recall remedy had been previously sent to this customer on 9/3/2019.  ******************** also reviewed the call between the Flushmate customer service agent and the customer and found that the agent made several attempts to assist the customer and had asked for additional information regarding the issue the customer was experiencing.  The customer declined to offer any additional information and asked to buy the replacement unit.
  
  Flushmate works hard to address warranty issues for our customers, to their satisfaction.In some cases, additional information may be required so that Flushmate can provide the best customer support possible and accurately determine what solution is needed. While sometimes a replacement unit would be an ideal solution, warranty provisions are limited to providing the part needed to resolve the issue, and not necessarily a complete replacement product.

   

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

  Supervisor, Customer Service

  ******************** 

*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. ↩