Complaints

This profile includes complaints for Moen Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moen Incorporated

  25300 Al Moen Dr North Olmsted, OH 44070-5619

• 

  Moen Incorporated

  377 Woodland Ave. Elyria, OH 44035

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:04/02/2025

  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.

  We bought our new build house in Feb. 2024. It came with a Mainline GrindSmart garbage disposal which is part of Moen. We called Moen on March 31, 2025, to report our garbage disposal was not working. Customer service sent us instructions on how to reset the garbage disposal which did not solve the issue. Next, customer service sent us instructions on how to remove a blockage which we followed, but that did not solve the issue. We are pretty sure even though the grind plate is not turning that it is not an obstruction because we have a drain guard on that sink, and we don't really use the garbage disposal. Customer service insisted that if the grind plate does not turn then it is an obstruction and berated us on not being able to fix the issue ourselves. They refused to honor the two-year warranty leaving us on our own to fix the garbage disposal. How can someone untrained diagnose a problem over the phone? We feel the warranty should be honored as we do not see any obstruction.

  Business Response

  Date: 04/02/2025

  We do apologize for the experience the consumer has had attempting to repair their Disposal. Based on the symptoms explained, the unit was determined to have a Jam. On 3/31/25 an unjamming wrench was ordered for the consumer. Although jams are not an aspect of the disposal warranty, we have placed an order for a full unit for the consumer. The warranty for the product would still be based on original purchase date. The consumer can keep the unjamming wrench for future purposes. 

  Customer Answer

  Date: 04/02/2025

  [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 provided by the business regarding complaint ID ********, and I find the resolution is satisfactory.  Thank you. 
  
  Regards,
  
  ******* ********
  
  
  

• Initial Complaint

  Date:03/10/2025

  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 am filing a complaint with Moen, because my BBB complaint sent to ******* Manufacturing never received a response. On February 27, 2025, I called and spoke to a representative at ******* Manufacturing Company about two problems concerning our Waste King Model 8000 food waste disposer, which I purchased new on June 18, 2012 and installed in our home on June 22, 2012. I advised the company representative that I have been seeing a black powdery residue directly beneath the disposal (possibly a defective bearing) and also advised her that the unit needed a new splashguard. The representative placed my call on hold for a few minutes and then came back to say that she would be happy to send a new splashguard to me, but that I would have to pay for this item. I replied that there was nothing in the printed lifetime warranty that mentioned that the customer would have to pay for any parts and she responded rather condescendingly by claiming that, "you have been told in the past that there would be a charge for this item." Please note that the company has previously replaced the splashguard at no charge. When the representative failed to mention anything about the black powdery substance I have kept finding under the unit, I again asked about this and she responded by offering a "discount" for a new unit. I replied that the unit came with a lifetime warranty and politely asked that the unit be replaced. She refused to consider this and that was the end of the conversation. I would like for our unit to be replaced with a new unit which also comes with a lifetime warranty, since that is what I paid for.

  Business Response

  Date: 03/11/2025

  We do apologize for the experience the consumer has had with their Waste King Disposal. A full replacement model L-8000 has been ordered and the consumer should receive it within the next 7-10 business days. Regarding replacement parts, the warranty only covers manufacturing defects and not general wear and tear. A new splash guard is included with the replacement model. 

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response provided by the business, regarding complaint ID ********.

  Regarding the company's comment that, "Regarding replacement parts, the warranty only covers manufacturing defects and not general wear and tear," the printed warranty in the material I received with the original disposal states that the unit is, "to be free from defects in workmanship and material during the warranty period." One part of the "material" is the splashguard and that is why I expect that or any other defective part to be replaced at no charge under the (lifetime) warranty.

  Beyond that, I wish to thank the company for sending a new unit to replace the original disposal and will consider this matter closed, with satisfactory resolution, once the new unit is installed and appears to be working properly. Thank you, Moen and thank you, BBB.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/09/2025

  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.

  Our house was built 2 years ago. The “high end” Moen kitchen faucet was installed at the builders recommendation. It has been 100% problematic since the first month. We have replaced batteries six at a time more than a dozen times – we probably have $100 worth of batteries that have already been put into the stupid faucet goes out constantly. A kitchen faucet is a mainstay of a home. Moen makes junk and no one has warranted it and it continues to go out. It was a $500 faucet plus installation. I want my $500 back and a plumber to install a reliable basic faucet that actually dispenses water. I am actively telling everyone Moen is junk.

  Business Response

  Date: 03/10/2025

  We do apologize for the experience the consumer has had with their kitchen faucet. However, after reviewing our records we are unable to locate a product registration or even a past warranty claim for Mr. **********. If we were contacted back when the consumer started experiencing the concerns mentioned we could have provided a solution then. In order for us to further assist the consumer we would need the following information: Picture of unit installed in home, Proof of purchase (If available) and Address the product is installed in. Although Moen products are backed by warranty, labor and reimbursements are not an aspect of our consumer warranty. The consumer can provide the requested information through this channel or via email at ************************ and reference Ticket *******

• Initial Complaint

  Date:02/07/2025

  Type:Product 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 purchased their product called the Moen Flo automatic shut-off valve, which is supposed to monitor and automatically shut-off the house main water line should ANY leak occur inside the house. I've hired a professional plumber to install this device, and since that time this device hasn't worked as described, as it constantly needs to be manually rebooted and the data showing water usage has stopped working several time, so I've tried reaching out to Moen support and they tell me to keep hard resetting the device, which isn't easy as it's outside it's located house. I have asked them for assistance and lastly to take this useless product back and give me a full refund, but nobody has responded for some time on that. I've attached just one of the last responses telling me to hard reset the device again.

  Business Response

  Date: 02/10/2025

  We do apologize for the experience the consumer has had with their Flo Device. Although reimbursements are not an aspect of Moen's product warranty, due to the circumstances we would be more than happy to accommodate the consumers request. We DO NOT NEED THE PRODUCT RETURNED. The consumer can discard of the device on their end. The warranty on this unit is now considered VOID. The reimbursement in the amount of $535.57 has been submitted for processing and should arrive to the consumer via check within the next 2 weeks. 

  Customer Answer

  Date: 02/10/2025

  [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 is satisfactory to me. 
  
  Regards,
  
  ******** *********
  
  
  

• Initial Complaint

  Date:02/07/2025

  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 hired a plumbing contractor recommended by Morn to install their smart water shutoff January 23,2023 after dealing with a frozen pipe and narrowly averting serious damage to our home. The Flo device was installed and operated ok for several months. Then it malfunctioned and a second device was installed pursuant to a warranty claim. The second shutoff valve functioned ok for several months until Christmas/New Years 2024. Moen provided a replacement shutoff valve under warranty. The third unit functioned ok less than a month. It started failing late January 2025. The device was not communicating with the server. I was told by several Moen reps that the problem was not my device but an unknown cloud/server issue. But my device goes offline daily. So there’s an issue with my device as well. I’ve called multiple times and Moen reps tell me they don’t know when the server issue will be fixed. My unit has been inoperable about 10 days. Now it goes offline every day. A Moen rep told me my device would not intervene if I had a busted pipe. I asked for a supervisor and was told I would receive a call in 1-2 days. That was 4 days ago. No call. I’ve called Moen support and wait times are 50-60 minutes. So I leave my phone number. I’m told I will receive a call back if I leave my number. I’ve tried that 3 times. No calls. I’m getting a 4th unit from Moen under warranty. 4 devices in 2 years!! The Moen rep told me there’s no assurance a new unit will work until the server issue is fixed. Meanwhile there’s no resolution to the server issue. No one will call me. There’s no solution to the server issue. It’s been over a week with no solution. My house is not protected. Why can’t a senior person call me and assure me my house will be protected in case of a busted pipe? Where’s the service? Where’s quality control.

  Business Response

  Date: 02/10/2025

  We do apologize for the experience the consumer has had with their Flo Device. According to our records the consumer called and spoke with a member of our Flo team today. 2/10/25. We are working diligently with our engineers to determine root cause and resolve the concern the consumer is experiencing. Once we have an update, we will provide the details to the consumer. 

  Customer Answer

  Date: 02/10/2025

  [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 appreciate the follow up. I did in fact speak with a couple of Moen reps this morning. The first call I made was around 7 AM Central. Chelsea was quite helpful and emailed instructions for me to follow. I had trouble implementing the fix so I called again and a Moen rep walked me through the fix. At this time (8:30 AM Central) the device is working normally. Honestly I’m struggling to understand how a company of Moen’s stature could have such a server issue for so long but I’m cautiously optimistic the device will continue to operate well. 
  

  It has been disheartening to ask for follow up in recent days and not receive a call. So my admonition yo Moen is to thoroughly evaluate their quality control and IT operations as well as staffing support adequately to respond in a timely way to Moen customers. I offer this feedback respectfully and from a long professional career in client service. 
  
  Regards,
  
  ******* ********
  
  

  
  

• Initial Complaint

  Date:02/05/2025

  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.

  On May 7, 2015, I purchased a Moen Banbury Kitchen Pullout Faucet Kit from a Home Depot Canada in Winnipeg, MB. Unfortunately, due to poor quality, two (2) issues have surfaced. First, the braided hose with integrated weight that connects the water supply to the pullout head is leaking excessively (and almost flooded my kitchen cabinets on January 25, 2025). Second, the pullout head itself has deteriorated. Moen-branded products are advertised with a lifetime warranty. I requested Moen Canada's support through its website on January 27, 2025 requesting immediate assistance by way of a complete replacement unit and received no response. I then phoned Moen at 1-800-289-6636 on January 29, 2025 at 7:43 a.m. CT/8:45 a.m.ET, and the representative (Hunter) who claimed that it would not be necessary to send me a complete unit and instead only offered to send me the replacement pullout and braided hose. She assured me that these would be sent within 4-5 days. She never mentioned any backordering of parts and even confirmed during the phone call that all parts were available. To my shock and frustration, however, the Moen Order email I received after the phone call listed 4 parts (including a new weight), no indicated 7-10 days. Furthermore, it listed up to 4 weeks on backordered parts. Given that I have now been unable to use my leaking Moen kitchen faucet for 11 days/1.5 weeks, with the high likelihood that none of the parts have been shipped out and delayed, I now ask the BBB to ask Moen to send me a full refund. Contrary to claiming on its website that contacting Moen by chat/email form is an option, Moen should clearly state on its website that emailed requests for assistance would be ignored, and that it will end up being necessary to phone to obtain "assistance" (which Moen won't provide).

  Business Response

  Date: 02/06/2025

  We do apologize for the experience the consumer has had in obtaining warranty assistance. After reviewing our records I was unable to locate an email from the consumer with the information provided in this complaint. Based on the symptoms the consumer experienced the replacement parts needed to get the faucet back in working condition were ordered. Moen products are backed by a limited lifetime warranty which covers replacement parts. *****************************************************************. Regarding the order that was placed on 1/28, the order confirmation advises to allow 7-10 business days for delivery. According to the order details, the items have shipped today through Canada Post tracking ****************. If the consumer would rather have a full replacement faucet we can certainly accommodate that however the product warranty is typically for replacement parts. We will get the full replacement order, the replacement parts will arrive prior to the full replacement unit. The consumer is more than welcome to use the replacement parts until the full unit is received. In regards to the reimbursement request, refunds and reimbursements are not an aspect of Moen's product warranty as we do not offer a Money Back Guarantee.

  Customer Answer

  Date: 02/06/2025

  [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 is satisfactory to me. 

  However, for the record, as a rebuttal for the representative's dispute of my having contacted Moen for assistance earlier, I want both the BBB and Moen to understand that I have a record of that contact from January 27, 2025, which has so far been ignored (see attached confirmation email autoreply image). Essentially, I ultimately still had to restart the request by phone.
  
  Regards,
  
  ***** *****
  
  

  
  

• Initial Complaint

  Date:01/27/2025

  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.

  My insurance company required that I install a water flow cutoff device in order to maintain my insurance and pointed me to Moen. Per their recommendation, I purchased the Moen device which was bundled with free installation for $819.50 Moen scheduled the installation and then immediately cancelled it. Their installation service was unresponsive, did not return calls, but claimed they were going to find someone and get back to me, but essentially ghosted me. After two months of this, my insurance company cancelled my insurance and I was forced to pay a local plumber to install the device at my own considerable expense, (approx $750, invoice attached) even though I've already paid Moen for this. I am now begging my insurance company to reinstate me. This is a clear example of bait and switch, selling me a product and installation and then refusing to provide installation. I am now trying to go through their bureaucratic channels to get a partial refund, but it's going to take 4-6 weeks which is unacceptable. They should not be able to claim that they are providing free installation when they can't provide installation at all. I would have purchased a different device and had this done earlier and not lost my home insurance if they hadn't offered the bundle they did. I would hope that they would not be able to market their device this way.

  Business Response

  Date: 01/29/2025

  We do apologize for the experience the consumer had with our Flo Installation partner Front Door. We will forward the concern to the appropriate team for review. In the interim, standard installation is what is included with all Farmers Flo Bundles, should the installation require additional modification that extra charge would fall on the consumers end to cover. Reviewing the invoice it would appear that this was not a standard installation. However, given the circumstances we have submitted a reimbursement for processing in the amount of $687.67. This accommodation should arrive to the consumer within the next 2-3 weeks. 

  Customer Answer

  Date: 01/29/2025

  [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 is satisfactory to me.    They didn't capture the full amount because they misread the invoice (and didn't notice the $69 dollar charge for the original visit that I paid for separately) and their claim that this was a non-standard installation is moot to me, since they had every opportunity to visit the property, advise on the installation and install it themselves in the 3 months since I bought it.

  However, I will accept the payment offered.

  
  
  Regards,
  
  *** ****
  
  

  
  

• Initial Complaint

  Date:01/25/2025

  Type:Product 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 the TS8710 Moen shower handle. I had it installed per the instructions and it was working well for about a month. I was doing a home renovation project on the other side of the wall and the vibrations made the handle fall off and ruined my brand new tub. I spent $2500 on my shower renovation, and now it all has to be done over because this handle was poorly made. The Set screw was tightened all the way down, so the problem is entirely the product design.

  Business Response

  Date: 01/29/2025

  We sincerely apologize for the experience the consumer has had. Moen products are backed by a limited lifetime warranty. This warranty would cover parts and replacement fixtures however damages are not covered by Moen's product warranty. Should the consumer need product assistance we are more than happy to assist. 

• Initial Complaint

  Date:01/13/2025

  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.

  When I purchased the standard bundle for Moen Flo because my insurance requires so. I was under the knowledge that there will be an in-person pre-evaluation for someone from Moen to check the size of my pipe and all the other installation conditions. I also got multiple emails telling me that I would be contacted via phone within 24 hours, which I did not receive. I called a week later today to schedule an appointment, only to be told that there is no in-person evaluation and that I would have to check everything on my own. I am a pregnant woman in my third trimester with a full-time job and a toddler to take care of, and I know nothing about pipes or even where to look. I've already told the person I spoke to from the customer service department that I need someone to come to do an in-person evaluation as Moen advertised before I purchased my package, but I was told that the only way would be for me to download the app myself and speak to a technician virtually. This is a false advertisement!

  Business Response

  Date: 01/15/2025

  The pre-installation evaluation that is provided as part of the installation is done at the time of install not prior to the purchase of the valve. It is to determine if the set up meets standard installation. It is not to determine size of device needed prior to purchase. If the consumers installation does not meet the standard install, the consumer would be responsible for the additional charge. This is not predetermined by a phone call. This is done once the installer is there in person. If it is determined that the installation does meet the standard install, the installer will review the additional charges with the consumer and they would have to be accepted for the installer to proceed with the installation. 

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not received any realistic assistance. I got an email saying I will be contacted or to call the original customer service number. 
  
  Regards,
  
  ***** *********
  
  
  
  
   

• Initial Complaint

  Date:01/02/2025

  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 Moen Flo Smart Water Shut off, as required by ******** Insurance which was received on November 19, 2024 and was installed several days later by a contractor that was provided by Front Door. The product connected to my wifi at that time although the installer refused to assist in connecting the device to wifi. It functioned for approx 2 weeks and then I had a wifi outage. I have not been able to connect it again since then. My first call they indicated I had to separate my wifi into two bands of 5 mghz and 2.4 mghz, I did this with no positive result other than it disconnected several of my other devices. It did not work. Calls to customer support require hours, they do not answer their calls. When I requested a call back through their system the call was not returned after several hours. I do not know what to do at this point as this is a requirement of my insurance company. The poor customer service makes it impossible to get assistance. I am 76years old and this is very upsetting. I have now been trying to reach their customer service for over two hours.

  Business Response

  Date: 01/03/2025

  We do apologize for the experience the consumer has had attempting to contact support. I was able to locate the 3 emails that have been sent in and they are open and in queue to be worked. We have been experiencing higher volumes than expected over the holidays. We will have a member of the Smart Home Team reach out to the consumer ASAP.