ComplaintsforMoen Incorporated

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased brand new Moen Flo device. It should detect leaks in the plumbing system. Plumber screw up the solder joint and I had a dripping water every 5 seconds and the unit never alerted and always tested healthy. Contacted Moen. Provided all necessary info they wanted. Video, Pictures, description. Never resolved the problem. It has been half year.

  Business response

  09/16/2022

  We do apologize for the experience the consumer has had with their Flo by Moen device. We have forwarded his ticket information to the team that services the product and will reach out directly to the consumer. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have the Moen automatic water shutoff, it is a brilliant concept, but unfortunately the execution is an other story. The original 900-001 was received in Dec 2019, it lasted until July 2021. It was replaced free but died 2 month later and was replaced free in Sep 2021. It too died less than a year later. For the next replacement in Aug 2022 I had to pay $200. While I appreciate getting a discount on my 4th replacement, I feel that it is or hopefully was a defective product and the replacement should have been free. Reading all the complaints in ****** shows that I am not alone and not the only user with a 4th replacement. My replacement should have been free!!.

  Business response

  08/31/2022

  We do apologize for the experience the consumer has had with their Flo device. Our records indicate that their concern with the device was elevated to Tier 2 support who will be reaching out to the consumer directly to troubleshoot further. In the meantime we have processed the credit for the partial charge for the replacement device and the consumer should see that back on their credit card within the next 2-3 business days. 

  Customer response

  09/01/2022

  [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

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2019 I contacted Moen regarding the warranty replacement of my Monticello Cathedral Kitchen Sink Moen R7786ST,A7785ST, 97557ST it was leaking and was informed that they no longer made this sink or replacement cartridges. This was a quality well made sink purchased at Reading Foundry in 2003 at the cost of $400.00 for my home I had built. I was informed they would be sending a replacement faucet. Well this faucet was a piece of **** it was no way comparable to my original sink. It was plastic , the entire sink weighed the same as my handles from my original sink. Due to Covid I dropped the ball on co tacting Moen but within a few months I noticed the faucet was pitted and the finish was failing on the sprayer and faucet. So I contacted them by email August 22. I expressed my feeling regarding the dismal quality of their products and shared the pictures of the product. I expressed that I purchased a quality product and want it replaced with a quality product not this "toy". I received a replacement today. I do not know what they are trying to prove but this replacement is JUNK it is pitted, scratched, the finish is different on the top and bottom of the actual faucet. They better hire a new Quality Control Manager or give him glasses because there is no way they should even be selling this. I am so disgusted, if they cant live up to their warranty guarantee they should not offer it. I did not purchase this at **** ***** or ***** and do not expect my purchase to be replaced by inferior products. I have not opened the handles or sprayer can only imagine what these look like. My "replacement" looks as if it was a used returned item.

  Business response

  08/29/2022

  We do apologize for the experience the consumer has has with their Moen product. According to our records we were contacted on 1/20/2020 regarding the consumer kitchen faucet and we were provided with a picture, attached to this email, of the faucet model 87000SL that the consumer needed replaced. We ordered the current version version of the same faucet model CA87000SRS as a replacement. If the consumer is stating they have model 7786, then we would need either a picture of that product or proof of purchase since we were provided with a picture of a different model when the warranty claim was submitted.

  Customer response

  09/20/2022

  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 want a quality replacement faucet, not **** ***** grade! Foundry Supply grade, I purchased my original faucet from a foundry and that is the replacement quality I should receive and expect to receive. Not plastic, metal. Not pitted and scratched flaw free finish!

   

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

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to moens leaking faucets we have tens of thousands of damage to our cabinetry. Which they still refuse to replace and direct attention to properly. It’s been about a year since the first faucet issue was brought to there attention. They finally sent a faucet. But not the one that was leaking the worst. They then sent the correct faucet. Moen then to insult the entire situation demanded the other faucet back. Even after explaining we have two of those leaking as well. (We have two of the first faucet they sent malfunctioning) (We have a total of 3 moen kitchen faucets which all leak even the new one) and (2 laundry faucets one of which leaks). There is excessive damage to 2 different sets of cabinetry. We have had countless plumbing company’s come. We payed countless amounts of money in service calls and labor. Every time I demand a call instead of the automated robot like computer responses they never call. Today, august 25 2022 I was on hold 3 occasions being told a 4-5 minute wait. After waiting 15 minutes each time I realized nobody was going to answer. We have countless moen products in our home. We feel our next home will have to have every moen product removed and replaced before closing or else we are stuck with a worthless product. Warranty is worthless if the product is always broken regardless of replacement.

  Business response

  08/25/2022

  We do apologize for the concern the customer has had with his Moen products. According to our records we were contacted on 4/27/22 with the following email

  # Comments: Seal under faucet is broken. Water leaking into cabinets confirmed by plumbing company.

  Included with the email was a picture of 1 kitchen faucet. The parts were ordered that same day. The next contact we received was on 7/25/2022 with the following email

  External Email
  
  I never got any tracking email… nor did the parts arrive. I can’t have a plumber come to diagnose the issue multiple times. The sink has caused us thousands if not tens of thousands in damage to our cabinets from it leaking. We want a refund for the faucet or a entire brand new one. We are not playing games having plumbers come try to play guess the issue with the faucet. We’ve done it and nobody is going to repair a faucet. Replacement is the only way a company will install it.

  A full replacement faucet was ordered for the consumer same day. Unfortunately it was the wrong model that was sent to the consumer

  We received another contact on 7/29

  External Email
  
  The wrong faucet was sent please send correct one ASAP as the water is still leaking when it’s turned on…

   

  On 7/29 the order was placed for the correct faucet and a prepaid return label was sent to have the consumer return the incorrect faucet received. 

   

  On 8/20 We received another email from the consumer

  External Email
  
  We have 2 other moen sinks that style that are damaged we can use one of those to replace… also we have a few other moen items that are faulty

   

  Our response to the consumer was

  Dear ******* ******,
  >
  > Thank you for your interest and support of Moen products.
  >
  > You will need to ship the incorrect faucet that you received back to us with pre-paid Federal Express label that we provided.
  >
  > We will be happy to assist you with your additional Moen products that you are experiencing an issue with; however further information is needed for each of these products in question.
  >
  > Please respond to this email with the below requested information for each of the products in question.
  >
  > What year was the product installed?
  > Are you the original purchaser/owner of the product?
  > Did you retain your receipt?
  > Please provide a digital picture of the complete product in question.
  > Please include a detailed, but brief description of the issue you are experiencing with the product in question.

   

  So reviewing the interactions we were only made aware of 1 unit having an issue until 8/20/2022 which we sent the replacement faucet out already. We have submitted the consumers inquiry over to our consumer services team and the consumer will be contacted directly by phone within the next 24hrs so we can determine what is needed to resolve the other concerns. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Moen to inquire about our bathroom shower heads warranty because it’s going bad and the rep asked me if I bought it and installed it, I advised that I purchased the house new and it came with it. He said that since I’m not the original owner then there would be no warranty because the warranty only covers it for the original owner. I advised him that I am the original owner and that he can validate on county records. He then tells me that I told him that I’m not the original owner and that he has it on record because it’s on a recorded line. Then he ignores me and hangs up. Several years ago they replaced a kitchen faucet for me under warranty because I am the original owner of the home and have my information on file when I called on today.

  Business response

  07/28/2022

  We do apologize for the experience ***** had in attempting to obtain warranty service. Our records indicate that on 7/27 we spoke with ***** after the initial contact and the replacement shower heads were ordered. 

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a Moen kitchen faucet model #****. My husband replaced the cartridge about 3 years ago and in December 2021 Corey from *** *** ******** looked at it (leaking occasionally) when he was here for another plumbing issue. He said that we should order new parts in case it failed again. When I requested parts from Moen for the model #**** faucet, we received 8 of part #1225B# and 5 of part #1255. On June 17, 2022, ******* ******** came to fix our kitchen faucet because the leak persisted. They said the parts that were sent were not the correct parts. Invoice from ******* ******** said: “Moen sent wrong cartridges for faucet couldn’t replace. I replaced the pull-out hose and faucet head but they didn’t send a weight so I put the old weight on it but it’s not heavy enough”. So now, after a $165.00 bill from ******* ********, we still don’t have a faucet that doesn’t leak and a faucet head that won’t stay in place. Considering how much we have already spent on repairing this faucet, we requested that Moen replace this faucet under its lifetime warranty. This request was made over a week ago; as of July 4, 2022, we have not received a reply from them.

  Business response

  07/18/2022

  We do apologize for the experience the consumer has had with their Moen product. According to our records we have only been contact by the consumer 2x once on 7/23/2020 and again on 3/21/2022 when an order was placed for several replacement parts. We are unable to locate a contact since that date. If consumer is sending an email in using our portal on Moen.com they will receive a auto confirmation email that their response was received, if that was not received then their email did not go through. The model the consumer has on file with us has been retired and we no longer have any available left in inventory. We have submitted the inquiry to our consumer services department who will follow up with the consumer. 

  Customer response

  07/18/2022

  [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

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  faucet was purchased by exgirlfriend at christmas it is a moen kitchen faucet it appears to be metal on picture upon opening it found it to be plastic would like a metal faucet with comparable value the unit it new in box and only reason to exchange is for metal vs plastic

  Business response

  06/13/2022

  We do apologize for the experience the consumer has had with their Moen product. Reviewing out records, we spoke to the consumer on 6/9 and at that time we were advised that the consumer expressed dissatisfaction with the faucet material.  Since this is not considered a manufacturing defect, we offered the consumer a rebate to purchase a different style faucet. The consumer declined that option. All Moen fixtures are manufactured using both metallic and non metallic components, this does not affect the limited lifetime warranty that our products carry.  Should the consumer wish to keep their faucet, it will carry the same limited lifetime warranty as our other fixtures. Should the consumer wish to exchange the product, then they would need to refer back to the place of purchase to inquire on exchange/return policy. 

  Customer response

  06/16/2022

  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.]
  seeing that i dont know where the moen faucet was purchased and you can verify that this indeed a moen product i dont understand the issue of replacing this item with one that may suit the customers needs
  Regards,
  
  ***** ******

  Business response

  06/17/2022

  Upon further review, we were advised during the consumers contact with us on 6/9/2022 that the product in question was purchased in 2018.Again the consumer concern of the product not being made from 100% metal is not a manufacturing defect. Therefore there is nothing additional we can offer the consumer on top of what we already have offered. The consumer is free to purchase a different product to their liking with the rebate we have offered or they are free to purchase a faucet from a different manufacturer that would better suit their needs. 

  Customer response

  06/17/2022

  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,
  This unit was purchased in June 2022 I will be following up with vendor **** ***** as I found out it was bought there n retain a receipt I don’t appreciate you lying n not sticking with the facts after I obtain the receipt I will be requesting a replacement as it will show that it was bought in June 2023 not when you claim it was purchased I think that this should be brought to senior personnel at that point so they can see how I have been treated n I’m hoping that this is an isolated inncedent n can’t imagine that you would’ve lying about other customers complaints n facts until I get receipt I ask that you not give false facts to bbb as i have escalated this nhave been put this uncomfortable time when this could of and should of been resolved much easier than this 
  ***** ****** 

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  MOEN IS REFUSING TO HONOR THEIR GARRANTEE MY KITCHEN FAUCET HAS DEVELOPED PIT HOLES WITH DROPS DRIPPING DOWN THE SIDE OF THE SHAFT. I UNDERSTAND THAT MOEN HAS A LIFE TIME WARRANTEE ON THESE ITEMS. PLEASE SEND REPLACEMENT.

  Business response

  05/09/2022

  Based on the information provided by Mr. ******, we were unable to locate a prior record with Mr. ******. We will have a representative reach out to him regarding his concern.

   

  Ed A****

  Supervisor - Resolutions

  Moen Incorporated

  25300 Al Moen Drive

  North Olmsted, Ohio  44070

  Office: 1-800-289-6636

  Customer response

  05/09/2022

  [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

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally purchase a FLO By Moen Smart Water Detector on Feb 9, 2021 for $699.98 ($766.48 with shipping and tax). About a month and half later, the unit would not turn on. Working with customer support, we tried a number of different things, but ultimately, they determined that the unit would need to be replaced, and they shipped me a new one. This unit has been working for 1 year, but now the same problem has occurred. The unit will not turn on. This appears to be a common problem with the product, as I've gathered from other forums and message boards. Upon calling customer support again to see if they can resolve the problem, I was told that the unit is now out of warranty and there is nothing that they can do. I would like a replacement unit or a full refund.

  Business response

  04/25/2022

  We do apologize for the experience the consumer has had with their Flo by Moen product. Our records indicate on 4/14 we spoke with the consumer and a replacement unit was ordered. 

  Customer response

  05/05/2022

  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.
  
  The new unit has not been sent to me yet, so until it arrives, I would not say that this complaint has been resolved. 
  Regards,
  
  **** ******

  Business response

  05/06/2022

  We do apologize for the delay. The replacement unit was ordered on 4/18, however the item is currently on backorder. Once our stock is replenished the replacement unit will be sent expedited to the consumer. 

  Customer response

  06/30/2022

  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.
  
  Hi Kristie - just providing an update here. I have not yet received a replacement unit for the defective one. 

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

  Business response

  07/05/2022

  According to our records, the replacement unit has shipped and is expected to be delivered to the consumer today 7/5/2022.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I first contacted Moen on or around November 13th via email with pictures and my request. I know that they received this email, because I immediately started receiving Marketing emails, but no response for warranty assistance. I have called twice and their call volume is high and you only have the option to request a call back that you never receive. Can someone please call me and provide me with assistance.

  Business response

  03/07/2022

  We do apologize for the experience the consumer has had with attempting to obtain warranty assistance. Reviewing our records I was unable to locate an email received from the consumer. On the contact us page at Moen.com the option to sign up for marketing emails displays before submitting email for assistance. If the email successfully went through then the consumer would have received an automated email acknowledging receipt of email response. We will submit the consumers inquiry to our consumer services department and someone will reach out directly to consumer. 

  Customer response

  03/12/2022

  [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 gave apologized and reached out to me via phone and email and the repair parts are on the way.
  
  Regards,
  
  *** *******
  

*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. ↩