ComplaintsforMoen Incorporated

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MOEN disposal would not work try everything that was suppose to call company they sended me out a key to unstick it received key tryed using key the disposal blade turn when Turing on power next thing the power went completely out no humming sound no anything l unplugged disposal and put another appliance in the same out which came on so it wasn’t the out let . I called and service person told me I just have to keep turning it until it unjam and just keep turning and it’s not going to work right away I tryed to explain to her the disposal has no power it’s not working pushed red button and still nothing lady told me MOEN does not cover jams how can you get disposal unjam if there no electrical power going though disposal this is a new home should not be having electrical issues with this disposal

  Business response

  04/11/2024

  We apologize for the experience the consumer had with their Moen disposal. Although jams are not an aspect of the disposal warranty, we have ordered a replacement warranty and it should arrive to the consumer within the next 7 business days. We have emailed an order confirmation to the consumer. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi! We have purchased the kitchen spray head replacement 3 times now and each time it has broken! We first purchased it in 2020, then 2022, and finally 2023 (see attached orders). Each time the sprayer eventually won't turn off no matter how many times we press the knob. It keeps spraying (I have video but it won't upload). We love the look of the product and the amount of water it sprays is better than other sprayer we had at our old house, however the quality is not up to par considering it only lasts about 1 year. We would love a refund for these faulty sprayers. I have reached out to Moen through their website and got no response. Thank you for your time in this matter. ---***** ******

  Business response

  04/10/2024

  We apologize for the experience the consumer has had with their Moen fixture. According to our records I was unable to locate an email from the address provided in this complaint nor any past records with the additional information provided. When submitted an online request for help, the user will receive an automatic reply that we have received their inquiry. If that reply was not received, then the email did not go through. This can happen if an attachment exceeds the allotted size. We did attempt to reach the consumer by phone this evening but was unable to reach them. Moen products are backed by a limited lifetime warranty and the replacement sprayer would have been provided free of charge to the consumer. Unfortunately we are unable to reimburse for an item that was not purchased through us and one of the sprayers purchased was not a Moen branded replacement part. We will reach out to the consumer via email to obtain additional details so we can provide the replacement item at no charge.  

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my profound disappointment and frustration with the Moen U Shower products that I recently installed in my new home. Despite my initial excitement, the performance of these products has been nothing short of dismal, leaving me deeply dissatisfied as a customer. To provide some context, I have experienced repeated failures with the valves, necessitating five replacements, along with two controller replacements. Even more frustrating is the fact that one of the replacement controllers also failed to function properly, exacerbating the inconvenience and expense of this ordeal. Despite reaching out to Moen for assistance and requesting coverage for repair costs, I have been met with a complete lack of response and support. Promises of supervisor call have gone unfulfilled, leaving me feeling ignored and abandoned as a loyal customer. The Moen U Shower products were marketed as a sleek and modern solution for my home, promising simplicity and integration with my other smart devices. However, the reality has been far from satisfactory. Not only has the accompanying app failed to work since day one, but the overall reliability and functionality of the Moen U Shower system have fallen far short of expectations. At this juncture, I have lost faith in the Moen U Shower products and just want my money back and to have a truly traditional shower setup that’s actually simpler to use. I’ve invested over $5,000 with the expectation of a reliable and hassle-free shower experience for my family, and instead, I have been met with constant frustration and disappointment. In conclusion, I implore Moen to take immediate action to address these issues and provide me with a resolution that reflects the significant investment I have made in their products. As a dissatisfied customer, I expect nothing less than prompt and satisfactory redress for the numerous problems I have encountered. Sincerely, DP

  Business response

  03/25/2024

  We apologize for the experience the consumer has had with their U By Moen Shower system. According to our records there is an open ticket for this consumer and we will have a member of the Smart Home Team reach out ASAP. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my Townhome in 2020, Oct. and expected the Sink Hardware to least at least five years; save the Aerators. I have a master bath upstairs and a downstairs one-half bath with exactly the same sink hardware. Ever since I took possession of said premises; whenever I wanted to close the sink stopper on either sink; I noticed the pin that you use to pull up and down to open and close the sink stopper wasn't smooth-moving in any way. In fact, you had to practically yank the thing up to make it work. Even then it would leak just slightly...so I wasted I don't know how much water over the past three years. One day; I pulled up on the pin to attempt to close the sink stopper and the cap snapped off. About two weeks later, I did the same thing downstairs and THAT cap snapped off. I AM TIRED OF GARBAGE BEING SOLD IN THE AMERICAN MARKETPLACE; WITH THE CONSUMER PAYING THE BRUNT OF THE PROBLEM MANUFACTURING THAT THESE BIG COMPANIES ARE MAKING BILLIONS OFF. I contacted MOEN and they send me parts; as if EVERY CONSUMER IS A PLUMBER. I even tried to fix the sinks with the parts and the hardware is not designed correctly. An angle exists between the back of the Neck of the Spout; and the length of the Pin; so there is created a Binding problem; where you can't get the Pin down the Shaft without using a Rubber Hammer so as not to damage the hardware. But even if you do that; there is still a Binding problem. In other words; YOU CANNOT SLIDE THE PIN INTO THE SHAFT (IF IT INDEED REALLY EXISTS OR SOME OTHER COCKAMAMEE PIECE OF HARDWARE, WITHOUT IT JAMMING OR BINDING. MOEN insists I am incorrect and it works. THAT IS NONSENSE! ALSO I ASKED THEM WHAT IS THE WARRANTY? THEY SAID, OH IT'S A LIFETIME WARRANTY. I said, ok....then I want the entire hardware sent to me. i shouldn't have to play plumber boy! I also said; I am going to have to hire a plumber and pay outrageous labor fees just so HE CAN SHOVE THE SAME STUPID PROBLEM ON ME, JUST LIKE I'VE BEEN HAVING.

  Business response

  03/21/2024

  We do apologize for the experience the consumer has had with their Moen fixture. We will have a member of our consumer services team reach out to the consumer to go over in warranty options to the the faucet back in working order. 

  Customer response

  03/21/2024

  [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

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased two faucets about 10 or more years ago and installed them in my current residence. They have gone bad and need replacement. I called Moen and their representative claimed I was not in their system. Which is incorrect, they had no issue 10 years ago when I replaced the same faucets that were also Moen faucets. It’s pretty obvious Moen doesn’t want to back up their guarantee anymore. Just look at all the similar complaints. They are now a dishonest company and are a disgrace to the industry they are in. I even left a message on customer service manager/supervisor “Ed”’s phone and of course it wasn’t returned. So here I am Ed. *** ******* ** ******

  Business response

  02/20/2024

  We do apologize for the concern the consumer has experienced attempting to obtain warranty assistance for his bathroom sink faucets. The last record we have recorded is from 2009 but it is for a kitchen sink faucet. I attempted to contact the consumer by phone this morning but received his voicemail. I left a message advising we would send an email that he can reply to. For future records the number to contact Moen support is 1-800-289-6636. Our hours of operation are M-F 8am-7pm Eastern standard time. If the consumer is unable to connect via phone, he can also visit ************************************************ and us the "Send an Email" option and our correspondence team will be able to assist further. 

  Customer response

  02/20/2024

  [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

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have Moen products in my house. They're supposed to have lifetime warranty. Items have gone. Bad cartridges have gone bad. I contacted Moen for replacement. Which they've done replacements before for us. This time they're asking for my original receipt which I do not have. All I need is their items that they claim have lifetime warranty's to have a lifetime warranty..

  Business response

  01/25/2024

  We do apologize for the experience the consumer has had with their Moen products. According to our records the consumer is not the original product purchaser as we have prior warranty claims under the previous home owner. Moen's limited lifetime warranty applies to the original product purchaser/home owner and is not transferable. 

   

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

   

  Lifetime Limited Warranty
  Moen® products have been manufactured under the highest standards of quality and workmanship. Moen warrants to the original consumer purchaser for as long as the original consumer purchaser owns their home (the "Warranty Period" for homeowners), that this faucet will be leak- and drip-free during normal use and all parts and finishes of this faucet will be free from defects in material and manufacturing workmanship. All other purchasers (including purchasers for industrial, commercial and business use) are warranted for a period of 5 years from the original date of purchase (the "Warranty Period" for non-homeowners).
  If this faucet should ever develop a leak or drip during the Warranty Period, Moen will FREE OF CHARGE provide the parts necessary to put the faucet back in good working condition and will replace FREE OF CHARGE any part or finish that proves defective in material and manufacturing workmanship, under normal installation, use and service. Replacement parts may be obtained by calling 1-800-289-6636 (Canada 1-800-465-6130), or by writing to Moen Incorporated, 25300 Al Moen Drive, North OImsted, OH 44070-8022. Proof of purchase (original sales receipt) from the original consumer purchaser must accompany all warranty claims. Defects or damage caused by the use of other than genuine Moen parts is not covered by this warranty. This warranty is applicable only to faucets purchased after December, 1995 and shall be effective from the date of purchase as shown on purchaser's receipt.
  This warranty is extensive in that it covers replacement of all defective parts and finishes. However, damage due to installation error, product abuse, product misuse, or use of cleaners containing abrasives, alcohol or other organic solvents, whether performed by a contractor, service company, or yourself, are excluded from this warranty. Moen will not be responsible for labor charges and/or damage incurred in installation, repair or replacement, nor for any indirect, incidental or consequential damages, losses, injury or costs of any nature relating to this faucet. Except as provided by law, this warranty is in lieu of and excludes all other warranties, conditions and guarantees, whether expressed or implied, statutory or otherwise, including without restriction those of merchantability or of fitness for use.
  Some states, provinces and nations do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary from state to state, province to province, nation to nation. Moen will advise you of the procedure to follow in making warranty claims. Simply write to Moen Incorporated using the address above. Explain the defect and include proof of purchase and your name, address, area code and telephone number.
  Moen Incorporated
  25300 Al Moen Drive 
  North Olmsted, Ohio 44070-8022

  Customer response

  01/25/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ****
  
  
  
  
   

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June of 2021, I purchased a Moen ***** ***** ********** **** *** ******** Faucet - spent $400 on the model from a big box hardware/home store. Within the past year, the cartridge inside the handle failed - TWICE - led to a waterfall in the basement - significantly more damage than the faucet is worth. In addition, the faucet' hose shredded and led to another flood under the sink. Supposedly, MOEN has a lifetime warranty, however, I've simply received replacement parts on numerous occasions, leading to no resolution. I've requested a NEW faucet and ended up at a dead end!

  Business response

  11/27/2023

  We do apologize for the experience the consumer has had with their Moen product. After reviewing our records we do not have a prior contact with this consumer regarding the described issue. The last contact we had is documented from 2/19/2020 regarding a shower product. On 11/21/23 we received an email complaint with no phone number provided. We will have a member of our consumer services team reach out to the consumer ASAP. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need a replacement part for a registered kitchen sink faucet set that was registered with Moen when purchased for our kitchen remodel. The Moen website indicates that they will respond to inquiries within 48 hours. Two weeks ago, I submitted a customer service request with the necessary information and a photo of the product and its defect. Over one week went by and I did not receive a response. Last week, I submitted another website request for support and included the model number and photo - again. Still no response - week #2.... What do I have to do to resolve my problem. I need a part.

  Business response

  09/12/2023

  We do apologize for the experience the consumer has had in attempting to obtain warranty assistance. After reviewing our records we are unable to locate an email received from the consumer. We will submit the inquiry to our consumer services team who will follow up. In the future should an email response not be received, the consumer can Consumer Support directly at 1-800-289-6636.  

  Customer response

  09/12/2023

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

  My correct telephone numbers are as follows: *** ******** Home    *** ******** Mobile.  I do not know how you ended up with the telephone number listed on the posting.
  
  
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom it the CEO of this company. I am writing this complaint about Moen keeps sending us damaged faults. They keep using FedEx for shipping, and I have been calling and dealing with them for the last two months. A home builder installed this in my home, which is a new builder. Jade's custom service was better than all I have been dealing with. Derrick, Garret, and the manager Cordey were very unprofessional. I called back, and she was still disrespectful. It said for this company to be doing business with them. I told her she couldn't send Fedx out to me because they were banned from my home. She didn't care Cordet was still trying to send them out. She told me she wasn't sending me a return label or a new fault. She didn't care if water was all over my floor or house. BBB, I need your help in getting this issue resolved for me. I can't fix the problem because of my health issue. So my wife is helping me with everything. Since I can't take care of this, but I'm the house owner and see that my kitchen faucet is about to fall off, she is sending this out on my behalf. I don't understand why the manager is so mean to my wife and can't do her job in management and take care of the customer who pays her salary. If this were her, she would want someone to help her. I gave her my USP box where all my mail goes where they have been sending. She wanted my resident address, and I told her she couldn't mail me a package nor send Fedx to me. So she said I'm not helping you. Nobody had this problem but her. I have been getting packages to my UPS box ever since June. 2023 Thank Mr. ******* Sr

  Business response

  08/17/2023

  We apologize for the experience the consumer has had with obtaining warranty service. Reviewing the pictures the consumer has provided it appears that only the shipping box was damaged. Did the consumer open the package inside that box and inspect the faucet? We will order another faucet and ship it to the UPS address the consumer has provided us. The delivery will be made by Fed Ex. The consumer has also been emailed a prepaid Fed Ex shipping label to return the item that arrived damaged back to us. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As part of a house renovation, I purchased a complete set of Moen Colinet bathroom fixtures, including a faucet, shower head, towel holder and other products in brushed gold. The finish of these fixtures appears as a yellow gold color in all of the pictures on Moen's website and in other advertising. When I saw the fixtures installed, however, they appear in no way gold, but instead look quite copper in color. I called Moen customer service to discuss the issue and ask for replacement products but the company refused. Moen informed me that it is not unusual for the product to appear copper because they take pictures of the fixtures under very bright lights causing the finish to appear remarkably different in the company's promotional materials than the finish will look in consumers' homes. It is impossible to understand why Moen does not accurately depict its brushed gold finish so consumers will not be misled into believing they are buying yellow toned fixtures rather than orange ones.

  Business response

  07/13/2023

  We do apologize for the experience the consumer has had with their Moen fixtures. We have forwarded the concern to Moen's consumer services team and a member of that group will be reaching out to the consumer. 

*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. ↩