ComplaintsforMoen Incorporated

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RENOVATING THREE BATHROOMS WHICH HAD MOEN FAUCETS FOR 15 YEARS WHEN I BUILT THIS HOME I PURCHASED TWO CALDWELL FAUCETS FROM LOWES IN DE. A WEEK AGO. TWO DAYS AGO PLUMMER INSTALLED AND INDICATED, PROBLEMS WITH BOTH DRAIN OPERATION AND STIFF HANDLES. I PURCHASED THE PRODUCT WHICH INDICATES A LIFETIME WARRANTY YET THE CUSTOMER SERVICE PERSON DAWN STATES THAT THERE IS NO REPLACEMENT FOR DEFECTIVE NEW PRODUCTS. SUGGESTED THAT I CALL THE PLUMMER BACK AND HAVE HIM TRY PUTTING IN NEW PARTS TO MAKE A NEWLY PURCHASED ITEM WORK. ADDING THE COST TO AGAIN PAY A PLUMBER TO TRY TO MAKE IT WORK IS REPREHENSIBLE SINCE THE PRODUCT STATES A LIFETIME WARRANTY. AGO MY PLUMMER INSTALLED

  Business response

  10/04/2021

  We do apologize for the experience the consumer has had with their Moen products. According to our records the consumer contacted us on 10/1/2021 and advised of the difficulty operating the lift rods for her sink drain assembly and also the difficulty with moving one of the faucets handles. Moen's Limited Lifetime Warranty offers parts at no cost to get the product back into working condition. We offered the replacement parts at no charge, per the terms of the product warranty, to the consumer but the consumer requested 2 full sink faucet replacements instead. Replacing the full products would not be necessary for the repair but we would be more than happy to accommodate the request. If the consumer is requesting a refund for the products instead then they will need to be returned to where they were originally purchased from per the terms of that stores return policy. Below is Moen's product warranty.

   

  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

  10/04/2021

  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  installation of the defective Moen Faucets are less than a week old. A full replacement of product should be made.  I am sure Moen is well aware of the cost of installation via a professional Plummer to add insult to injury to "make a new product work" by sending parts is unacceptable.  I would like the product to be replaced.

  My mailing address is **** *** **** ********* ** ***** .. My home address only receives packages via FED EX or UPS! 

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

  Business response

  10/04/2021

  The order for the 2 full bathroom products has been placed and should arrive to the consumer within the next 7-10 business days. Tracking will be provided via email to the consumer once the items ship.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Moen U digital shower system as part of my new home construction (purchase via my builder), less than a year ago. During the initial installation, the product didn't work and my builder had to contact Moen to get a replacement of the entire system (valve, touchpad, data cable). Two months ago, the shower system stopped working (screen froze & water wouldn't come on), so I contacted them and the rep said they pushed out a firmware update that broke the system for all their customers with the system and sent a replacement valve as a work around while they worked on a new firmware package. The replacement valve arrived but it is not a homeowner replaceable unit - a professional plumber needs to perform the swap. I contacted **** ****** and they quoted $624 to perform the work. Moen now refuses to repair the non-functioning shower. Now I am stuck with a $1,200 doorstop and my wife and I have a shower that doesn't work.

  Business response

  09/30/2021

  We apologize for the experience the consumer has had with their U by Moen product. According to our records the consumer spoke with a Manager with out Smart Home team today 9/30/21 where they were able to manually force a new version of the software that is still in testing to see if the issue resolves without needing to replace the valve. The consumer was provided a direct ext to report back to that Manager to report any issues with the newest software version.

  Customer response

  10/01/2021

  
  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. 

  Please cancel case number ******** as the company has changed their position and remediated the issue.

  Regards,
  
  **** *****
  
  

  
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My MOEN EX75C garb. disp. died under warranty. MOEN sent me a replacement & info on the only installer around. I called him w/no luck. I called MOEN for them to talk w/ installer. Rep said she would refer matter to Dept. dealing w/ installers. She offered option of using my plumber & getting reimbursed up to $150. I said, I didn't have time to call around & since the job involved removing & installing GDs, I didn't feel I had to pay for the difference. She increased reimbursement $. Installer finally answered. She said they hadn't received an emailed order # from MOEN. Without it, they couldn't do the call bc MOEN had denied paying for jobs & they now require written proof the job was ordered. I called MOEN. A rep said they didn't email installers and offered reimbursement again. I said I didn't want to do it bc it takes up to 6 weeks to get the $. I asked if they could email the order # to installer. He said he would refer matter AGAIN to Dept dealing w/ installers. Still waiting.

  Business response

  09/22/2021

  We apologize for the experience the consumer has had. However our records indicate that Mrs. ******* made us aware of the situation with the Service Agent requesting a written order on 9/21/21. Our team that handles payouts to service agents has contact the agency to determine what is actually needed. Once we have an update Mrs. ******* will be contacted as her ticket is still open and being worked on.

  Customer response

  09/29/2021

  
  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

  09/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  bought moen GS18242 stainless still sink, not even 1 year, now find 3-4 inch crack on aluminum from top right. tried calling customer service 2-3 times and didnt get any help. need help replacement or better product that last

  Business response

  09/20/2021

  We apologize for the experience Mr. ***** has had with his Moen sink. According to our records we were unable to locate a prior contact with us regarding the concern. We have submitted the inquiry to our Consumer Services department and a member of that team will reach out to Mr. *****.

  Customer response

  09/21/2021

  [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 will resend replacement asap
  
  Regards,
  **** *****
  
  
  

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 16, 2021, I purchased a Flo by Moen directly from their website (meetflo.com). Order ID #******. They sent me the backup battery and extension cord, but it has now been almost 2 months and I still haven't received the actual Flo unit. I emailed their support email address and never received a reply. I then logged into their chat and spoke with Christina. She proceeded to refund me for the Flo unit since it was still out of stock and they couldn't give me a timeframe when it would be back in stock, but told me the 30 days have passed since I received the battery backup and extension cord, so they told me I had to go back and try emailing their support again... They failed to inform me that the unit wouldn't be back in stock for 2 months...this isn't right...I want to return the backup battery and extension cord and get a full refund since those are useless without the Flo unit.

  Business response

  09/10/2021

  We do apologize for the experience the consumer has had in attempting to obtain assistance with his Flo product. We have submitted his request and to our Flo team and a representative will contact him directly.

  Customer response

  09/10/2021

  [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:
  
  A member of the Flo team reached out and is allowing me to return the product for a refund.  
  
  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. ↩