ComplaintsforMoen Incorporated

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 3 bathroom sink faucets water flow have gradually got weaker, almost to a trickle. Water pressure in rest of the house is fine. Tried to take out faucet’s water restrictor to clean out potential debris but these will not come out as instructed using a hex wrench. I contacted MOEN on April 10, 2023 regarding this issue but they did not provide any support. They stated that these faucets are designed for low water flow and to buy replacements faucets. I understand these faucets are originally designed for low water flow and water conservation, however the water flow has considerably got worse in the last 5 or 6 months, to the point where they are barely putting any water out. Also, these faucets' water restrictors are not made to be taken out for cleaning the debris. When attempting to do so with a hex wrench as instructed in the manual, the screws holding the restrictors stripped badly. These faucets were installed new in 2018 by the home seller in two different bathrooms. Moen Model 84661SRN. Moen Lindor Chrome 2-handle Widespread WaterSense High-arc Bathroom Sink Faucet. Backed by Moen's limited lifetime warranty.

  Business response

  06/07/2023

  We do apologize for the experience the consumer has had with his Moen products. Moen's limited lifetime warranty applies to the original product purchaser and does not transfer. The fixtures installed in the home when the consumer purchased from the prior owner would not carry a warranty based on our terms and conditions. However at this time we will accommodate the replacement spouts and aerator kits needed to resolve the current issue. The spouts are currently not available to ship until 6/15. The remaining parts are available now and will arrive to the consumer within the next 7-10 business days. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  WHEN WE MOVED IN IN 2002 , AFTER SOME TIME WE CHANGED ALL THE FAUCETS. I HAD REPLACED THE KITCHEN FAUCET WITH THIS FAUCET ALSO , A PLUMBER CAME AND INSTALED IT FOR ME AND ALSO SUPPLIED THIS NEW FAUCETS. NOW THAT IT HAS BEEN SO LONG , THUS I CANT FIND THE INVOICE FOR IT. I ALSO DONT HAVE THE INFORMATION ABOUT THE PLUMBER. MOEN WOULD NOT SEND THE DAMAGED PARTS AS I DONT HAVE THE INVOICE OF IT. EVEN THOUGH IT SAYS IT HAS A LIFE WARANTEE ON IT. THE FAUCET HAS CORODDED ON ALL JOINTS AND LEAKING WATER. THE SPRAYER ON IT IS BROKEN AND CANT BE USED. I ALREADY HAVE SENT THE PHOTOS AND TO MOEN, ACCORDING TO THEM THE FAUCET MODEL # IS 7730 AND IT WAS INTRODUCED IN 1996 , BUT I CHANGED ALL THE FAUCETS MUCH LATER ( AFTER 2002 WHEN I BOUGHT THIS HOUSE). IT ASKS THAT I NEED TO PAY $ 25 FOR THE REPLACEMENT. I WOULD LIKE TO SAY , I DONT NEED REPLACEMENT OF THE WHOLE FAUCET , JUST THE PARTS THAT ARE DAMAGED. PLEASE HELP

  Business response

  06/08/2023

  According to the pictures provided the faucet would appear to not be serviceable. Since the consumer is requesting parts to attempt repair, we will send those parts. Should the consumer not be able to repair the faucet with the available components we are sending then the only option would be to have the faucet replaced with the handling charge the consumer was quoted since proof of purchase is not available. The replacement parts have been ordered and should arrive to the consumer within the next 7-10 business days. Reviewing the consumer history there are multiple kitchen faucets that we have assisted him with including replacing a different kitchen faucet for this same home back in 11/2022. Proof of purchase is required for all claims in accordance to our warranty terms. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased new tub and shower faucet and had in storage due to delayed installation last year. It will not regulated temperature. Have contacted Moen and the parts provided did nothing to regulate temperature. They have even sent parts that were for a totally different faucet. Called them again sometime ago and they said they would send the parts to correct the problem. We have scalded ourselves due to this issue several times. I am an octogenarian on total disability. They never sent the parts they promised to send the last time. model: Moentrol (R) T3160...82464NLBL. box says: 82864CPM

  Business response

  05/12/2023

  Based on the information provided it would appear we have conflicting information. The models provided in this complaint are different from each other and would take different components. That could be why the wrong items were sent. We will have a member of our consumer services team reach out. 

  Customer response

  05/19/2023

  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.]  Third part sent did not work and made worse!  Supposedly has lifetime guarantee and cannot be repaired with parts sent!  Obviously the unit is defective out of the box and needs to be replaced!  Moen needs to honor advertised warranty at time of purchase and replace the Moentrol faucet!  Will follow up withe to Attorney General's office and all venues available to which i can avail myself!  We have purchased Moen products over many years for our rental properties and never had this much BS trying to resolve a product problem!
  
  Regards,
  
  ******** *********
  
  
  
  
   

  Business response

  05/22/2023

  I called and spoke to the consumer. We have offered replacement options and consumer will be letting me know his decision. 

  Customer response

  05/27/2023

  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.]
  Spoke to Ed and send him my accepting the replacement body and trim. He never acknowledged my acceptance of his offer After sending him the verification of body and Trim models.   Very unsatisfactory Customer Service!
  Regards,
  
  ******** *********
  
  
  
  
   

  Business response

  06/02/2023

  We apologize for the delayed response. The consumer was contacted earlier today and his order was placed. The case is closed. 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Flo by Moen device and had it installed by a licensed plumber. I also subscribed for the FloProtect Plan. The plan includes payment up to $5,000 towards an out-of-pocket homeowner’s insurance deductible for water damage. On March 23, 2023, I made a claim via email ([email protected]) with Moen as a result of the device not shutting off the main water valve causing water damage and incurring a deductible payment. I attached the homeowners insurance damage report for the water damage claim including the deductible amount and pictures. I followed up again on March 28, 2023, via email and also forwarded my claim to another Moen email ([email protected]). Thereafter I then called Moen several days later to follow up at 1-844-633-8356. I have heard nothing in terms of a claim number or the processing of this claim by Moen whatsoever.

  Business response

  04/21/2023

  We do apologize for the delay in response. According to our records the consumers file was submitted to our Quality Group on 3/27/23 for review. We will have a member of that team reach out to the consumer ASAP. 

  Customer response

  04/27/2023

  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.  Moen on April 21, 2023 said they would respond shortly to the undersigned.  It has been seven days and neither through email or phone have I heard from Moen to remedy the issues.  I expect a claim number to be issued from Moen and a timeline on how they will fulfill their obligation per the "deductible guarantee reimbursement program" as well as an inspection, repair/replace/install the defective Moen Flo device.   It also appears that there is a recall on the back up battery pack for this Moen  Floe device and I would like this remedied as well.   
  
  Regards,
  
  ***** ******
  
  
  
  
   

  Business response

  05/12/2023

  The consumers claim is currently in the hands of Moen's Quality Team. The information the consumer provided through this channel is different than the information provided in his claim. The physical address is the only constant. Name, phone and email are completely different. We have resubmitted the information to the Quality team to make sure they have the contact information correct. The consumers claim has not been closed it is still open and active. 

  Customer response

  05/12/2023

  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.
  

  First, attached are the two emails that demonstrate that the name, email address, phone number, and physical address have been consistent throughout all communications with both Moen and thru the BBB. As such, Moen's statement to the BBB that the “Name, phone and email are completely different” is demonstrably incorrect.  

  Second, more than 45 days have elapsed, and I have still not received a claim number from Moen or when they will adhere to their homeowner's "deductible guarantee" reimbursement of $1,500.  Absolutely no contact has been established by Moen to resolve the issues via email or mail to the address location.  

  Accordingly Moen's response quoted below in its entirety is rejected and the complaint has not been resolved.

  [“The consumers claim is currently in the hands of Moen's Quality Team. The information the consumer provided through this channel is different than the information provided in his claim. The physical address is the only constant. Name, phone and email are completely different. We have resubmitted the information to the Quality team to make sure they have the contact information correct. The consumers claim has not been closed it is still open and active.”]
  
  Regards,
  
  *****
  
  
  
  
   

  Business response

  05/12/2023

  The claim was opened under the name of ****** ******** with a different phone # and email address than the one being provided through this channel. We were able to confirm with our claims group that they called the phone # ending in **** that was attached to the claim and left a voicemessage earlier today. We will have them reach out to the number being provided through this channel. Since this claim is still open and active and being handled by our claims department future correspondence would need to be directed to them. 

  Customer response

  05/12/2023

  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.  I have reviewed the call logs for phone number ending ****, no calls have been received from the business and no voicemails have been left at this number regarding the complaints or claims.  The response is inaccurate, at best.  If the business prefers, it may contact me directly at [email protected], as it appears it is having difficulty calling my cell phone number.  Thank you.
  
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The faucet has been leaking, the plumber said that the product has defects and needs to be replaced.I have been contacting Moen consumer services multiple times however they have not resolved the issue yet. Today I called in again, again I was transferred to another department, then had a chance to talk to a lady, Ms. Rosanne, however, had a horrible experience from this call and she was not helpful. I have been spending huge amount of time, energy on this issue, costs to hire plumbers, and waste of water / water costs, and the problem has caused huge inconvenience, frustration and upset to me. I request Moen to investigate the problem thoroughly, send a working faucet set replacement to me as soon as possible. Moen bathtub Faucet Model: T943ORB Eva Oil Rubbed Bronze Two-Handle High Arc Roman Tub Faucet ****************************************************************************************************

  Business response

  04/21/2023

  We do apologize for the experience the consumer has had with their Moen fixture. According to our records on 4/5/23 an order was placed for the full valve and trim kit model T943ORB and 4793. Fed Ex tracking show both items were delivered as of 4/14/23. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My kitchen Moen faucet spout metal rusted and leaking. Moen model 87500. The faucet was builder installed since I purchased the house. In the past, Moen support Rep. always saying the leaking cartridge warranty for limited number of years, but the faucet outside metal is life time warranty. This Life Time Warranty statement is still boldly saying in Moen advertisement today. But when I called Moen support today 03/01/2023, about my Moen faucet spout metal rusted and leaking, the Rep. found out my faucet model 87500 ran out of replacement parts, the Rep. started to change her statement saying the Life Time Warranty does/did not exist, and denied my warranty claim. I told the Rep that if Moen discontinued the model 87500, they still should honor the warranty, they can send me a compatible faucet to fulfill the warranty. The Moen kitchen faucet model 87500 spout material was terribly bad. After it rusted and broke, I looked inside the spout, it was a thin metal wrap around plastic inside. The metal was so thin. That was why the thin metal skin rusted and leak. The Moen Rep. pretended not heard I said my Moen faucet problem is the spout metal rust and leak, she still just blindly mailed me the replacement parts for the cartridge and O-rings of which does not solve my problems.

  Business response

  03/02/2023

  According to our records, Mr. **** advised that his faucet was installed in the mid 1980's. Moen's Limited Lifetime warranty from 1986- Dec 1995 covered replacement cartridges. All other aspects of the product carried a 2year warranty. Moen's limited lifetime warranty covering the entire faucet did not begin until Dec 1995. Therefore Mr. ****'s faucet, installed in the 1980's lasting close to 40years is a testament to Moen's quality of product. Should Mr. **** choose to purchase a new Moen fixture, the product would carry a limited lifetime warranty in accordance to our terms that can be viewed at the link below

   

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

   

  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.

  Customer response

  03/02/2023

  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.
  
  

  Moen's response is based on their recent years modified rules about Products Warranty of which is different from their original rules. Moen started their faucets business from 1947. In Moen response saying their product warranty started 1986. Intentionally ignore the facts Moen offered strong warranty in the 80's to promote their products. That was why many builders adopted to use Moen products in new built houses at that time. In the past, Moen always so proud of their Faucet outlook and emphasized their Faucet products Chrome metal guarranty for Life Time, despite their cartridge and O-ring might survive shorter life and need to replace often. I must say again. No matter Moen saying the Faucet Limited Warranty for cartridge and O-ring, but my problem is the Spout Chrome metal rusted and break and leak of which is Moen always emphasized their Life Time Warranty. The said Faucet model Spout was made by thin metal wrapped around plastic inside. The metal skin was so thin and that is why rusted and leak. In Moen later days faucets, they changed their design with the spout full metal instead of metal skin wrap plastic inside.
  
  Regards,
  
  ***** ****
  
  
  
  
   

  Business response

  03/02/2023

  Although the model the consumer purchased was discontinued over 25yrs ago, the repair cartridge and oring kit that were covered under the lifetime warranty are parts that are still available to this day. The parts the consumer is requesting are no longer available as those items were only covered under a 2yr warranty from point of purchase. Technology and manufacturing has changed over the last 40yrs. Again at this time the request for warranty is denied as the failure of the product falls outside of the warranty the consumer had with their product. If the consumer would like to have a faucet that would carry a limited lifetime warranty and feature todays technology then the consumer would need to purchase the new faucet and register it with proof of purchase. At this time we consider this case closed. 

  Customer response

  03/03/2023

  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.
  
  

  Warranty is a commitment from the business, no matter Moen discontinued the model, Moen still obligated to honor their commitment. Moen wiped out all their old products information from their web pages. In the 80's, Moen advertisement emphasized their Faucets Chrome Metal was Life Time Warranty, and faucets inside cartridge and O-ring just Limited Number of years Warranty. In recent years, Moen quietly modified their Warranty not mention the product Chrome metal last for Life Time. In today Moen new product web pages, although still mention Life Time Warranty wording, but not dare to explain what it means and what is the coverages anymore. Moen must to realize the company's Warranty is a commitment, no matter the products were discontinued or the the Warranty statement was changed, the company must honor the products **warranty at the time the product was sold**.  Moen cannot handle it the way that because the cartridge is still available and therefore still honor the cartridge warranty, but the faucet body (such as the spout) is out of stock and therefore deny the warranty.  I am sure a Court order would make Moen surrender their 1980's advertisement materials. Despite all that, my request is simple for Moen to fulfill. I understood Moen discontinued this model, I do not restrict Moen to offer which model as replacement, but I do request Moen take their professional spirit to provide a compatible model (such as the new set faucet using 1225 Cartridge mechanism) as replacement. 

  
  Regards,
  
  ***** ****
  
  
  
  
   

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a kitchen faucet on December 17 2021, it is a Moen S73004EVBG Weymouth Smart Touchless Pull Down Sprayer Kitchen Faucet with Voice Control and Power Boost, Brushed Gold. I bought it from Amazon whom is according to their customer support team "Amazon is a Moen distributor. The material is the same and warranty is the same. Amazon pricing is to their discretion." No where in the listing did it mention there would be no warranty and because they are a certified distributor I was under the impression there was a warranty. (see attached photos of other sellers mentioning there is no warranty and my purchase that says its simply a damaged package) A little over a year after I bought the faucet APPARENTLY LIKE MANY OTHERS ON THE COMPLAINT LIST the faucet stopped working and both Amazon and Moen are refusing to assist me in getting the part to repair it or replace the faucet. It is a $300+ part that has gone bad in a little over a year. Please send the part or replace the faucet and allow for the warranty to go into effect as it should since the faucet was inspected by Amazon and resold with a limited lifetime warranty.

  Business response

  02/09/2023

  We do apologize for the experience the consumer has had with their Moen Kitchen faucet model S73004EVBG. Reviewing the information the consumer provided, this item was purchased "Used - Like New" and not "New". "Used" products are usually sold "as is" and do not carry a manufacturer warranty since we do not know what conditions the faucet went through prior to the consumer purchasing it. That is why the pricepoint is lower than the item being purchased as New. The seller of this unit is listed as "Amazon.com Services LLC" and Not "Amazon.com". The consumer would need to contact the seller or view the seller's terms, if the seller is advertising a warranty with the product that it would be up to the seller to honor that warranty. 

  Customer response

  02/09/2023

  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.
  
  

  Amazon services llc IS amazon, they have the exact same address as AMAZON corporate hq. 

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

  The Amazon Corporate Headquarters address is 410 Terry Ave N, Seattle 98109, WA. Get directions to Amazon Corporate Headquarters from Bing: 410 Terry Ave N, Seattle, WA. Amazon Corporate Headquarters is part of the Seattle Downtown Main Campus. Amazon Corporate Headquarters is also part of the South Lake Union Campus.

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

  the fact of the matter is, that you need to have rules and regulations for your distributors on the resale of your items and you do not this is your fault for being a poorly run business. Buy it for looks buy it for life that's a lie, if this is the quality one is to expect from your overpriced product man am I mad I put all your products in my home. I am certainly going to tell EVERYONE your products/warranty/customer service is bad. You will get you Karma one way or another. Amazon your distributor sold the item, took it back inspected the item found it to be in perfect condition and resold the item, no different then home depot or lowe's would do and I bet they would still have a warranty. Its sure seems like you are defrauding your customers by removing the warranty. I wonder if a class action lawsuit is in order to fix your bad business practices.  

   

   

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

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Touchless faucet it was less than a year old in December it stopped working We did fill out are warranty but they told us we needed a new faucet but wouldn’t give us one because we didn’t have the receipt So what’s the point of a warranty This is faucet is over four hundred dollars I’m hoping you can help us never the less I’ll never buy there products again Thank you for your time

  Business response

  01/25/2023

  We do apologize for the experience the consumer has had in attempting to obtain warranty assistance. According to our records on 12/29/2022 we requested a picture of the consumers model to confirm the unit installed so we can provide a replacement spout kit. However we have not received a picture to confirm the model in order to replace the spout kit. Once the consumer responds to the email that was sent to him on 12/29/2022 with a picture of the faucet installed in their home a replacement spout kit order will be fulfilled at no charge. In order for us to proceed with an entire full product replacement, proof of purchase would be required. Warranty terms below, also attached warranty disclaimer from instruction sheet included with faucet. 

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

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a three piece kitchen faucet from Moen on August 26th, 2022. The model number is ********. We had it professionally installed by a plumber shortly after. Fast forward to last week and the faucet is now spouting water from the base. I had the plumber come back to inspect and they indicated that there is something within the faucet itself, likely a manufacturing issue that was not allowing the water to flow as expected. The plumber was not able to remove the faucet without damaging it. They recommended contacting Moen directly to request a replacement piece. I contact Moen via phone where I was told they had longer than normal wait times. The only choice was to select a call back. First available option - WEDNESDAY, two days from now. What am I supposed to do with a leaking sink in the meantime? I also attempted to contact Moen via email. Their system asked that I upload a picture. Their system wouldn't accept a picture OR video stating that the file size was too large. You cannot submit a request via email without this information. I need this addressed asap. The complete **** of options and ease to resolution are incredibly frustrating and unacceptable.

  Business response

  01/10/2023

  We do apologize for the experience the consumer has had attempting to obtain warranty assistance. The callback feature is for non emergencies only. Consumers who are only provided with the callback feature are not held to the times available and are able to contact us again the following day at start of business. Through our email channel we are only able to accept Jpeg files, video files are not supported. Our records show we did receive the consumers feedback posted on Moen.com and we will have a representative contact them today for assistance. 

  Customer response

  01/11/2023

  [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:
  
  The business contacted me the next day to resolve the issue.  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

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late 1999 I had a home built, and the plumbing products for the bathrooms were Moen products. Moen has a product replacement warranty. In past years they have replaced some worn valves, doing so without a problem, and in a prompt manner. Recently, one shower head began leaking internally. I asked about repair or replacement. They promptly sent me replacement, BUT my shower head was a more expensive model, with varied streams, and a flexibility add on. The one they sent to me was their cheapest model, one pattern with no stream variation or flexibility. Granted, it appears that they no longer make the type I had, but do have heads with similar design. I asked that they send me one similar to my original purchase. NO REPLY. I explained why I was dissatisfied. I had sent email photos of the product I'd originally purchased, so they knew what benefits it had. I heard nothing back from them by phone or email. Using the email, I had received replies from two sources, but now I hear from no one. They still advertise their life-time warranty for original owner--which I am. Thank you. *** *** *** ****

  Business response

  12/12/2022

  We do apologize for the experience the consumer has had trying to obtain warranty assistance for their shower head. According to our records we were unable to locate any correspondence after 10/19 regarding the shower head. If the consumer is using the contact us page on Moen.com they would receive a confirmation that their email was submitted. In order for us to receive an email, it has to be submitted through our web portal or the consumer can respond directly to an email they receive from us. If the consumer is sending an email directly into us that is not attached to ticket then the email will not come through. We will have a team member with our consumer services department reach out so we can confirm more information as the picture we received from the consumer was only of the face of the shower head. 

*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. ↩