Complaints

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

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  InSinkErator

  4700 21st Street Racine, WI 53406-5031

• 

  InSinkErator

  5612 95th Ave Kenosha, WI 53144-7800

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:04/15/2025

  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 bought a garbage disposal march 2024, i'm now having issues with what could possibly be the internal seal. i called insinkerator and was met with the DREADFUL OUTSOURCED customer service. FOUR calls later ive been hung up on, YELLED at, REFUSED a manager and told that the warranrty for this product does NOT cover my issue. for over a year i've had no issues but at the 13 month **** i have issues and am being told that my item was not installed professionally!! LOL comical yet you hire these buffoons to be the first line of defense for YOUR company and they speak to YOUR customers like trash and i'm stuck with water under My sink, out of MY MONEY spent on YOUR product and YOU wont even stand behind the WARRANTY on it?!

  Business Response

  Date: 04/24/2025

  Upon review the Consumer called the ************** on 4/15 concerning an issue with their disposer leaking from the mounting assembly that connects the disposer to the sink.  Agent offered the provide to do troubleshooting with the Consumer, but the Consumer declined.  The Agent informed that based on the description of the issue, the unit may needs to reinstalled onto the mounting assembly (if not locked properly a unit can become loose in the mounting assembly and needs to be tightened).  The Agent clarified that our warranty covers quality issue only and that they could be billed for a Service visit if the issue was not related to a manufacturing defect. Since the Consumer as dissatisfied with this response, the Agent informed that she would escalate the issue.

  BBB Complaint was received shortly after. On 4/16, I reviewed the Consumer/Case Record directed the escalation Agent to follow-up with the Consumer.  The Escalation Agent reached out to the Consumer and the Consumer informed that the issue was resolved.

• Initial Complaint

  Date:01/23/2025

  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.

  The issue is with the Insinkerator disposal Power 15SS-1, serial number ***********, that I purchased at ***** in ******, ** on 01/05/2024. It has a 6 year warranty.On 01/17/2025 the disposal started spewing acrid smoke that smelled like burning wire insulation. I immediately unplugged it and stood by with a fire extinguisher to make sure no fire started. After it looked safe, I called Insinkerator to file a warranty claim. They issued claim reference number 250117-000098. They told me Collier County Appliance Service would contact me and replace the disposal, but everytime I call CCAS I get the runaround with no date for the installation.

  Business Response

  Date: 02/03/2025

  After receiving the Consumers complaint and reviewing the details of their issues with the Factory Authorized Servicer not following up with the Consumer, an Agent was instructed to follow-up with the Consumer, offer to send a replacement unit directly to them expedited via ***** and to reimburse the cost of the installation.

  I confirmed the unit was delivered per the ***** Site on Thurs at 2:07pm.  Consumer was instructed to email the installation invoice to the Agent who will issue a check covering the installation of the replacement unit.  Agent is currently await receipt of the invoice.

  Regards,

  *** *.

  Customer Answer

  Date: 02/03/2025

  [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:12/09/2024

  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 10-30-2024, i contacted insinkerator warranty, via text support ,for a locked up garbage disposal under warranty. I have to admit this was a pleasant, efficient, positive experience. The company **** after several questions and some diagnostics ,agreed to send me out a new ***lacement disposal. For which i received promptly within 5 days. Exactly what i expected from insinkerator, as they are a great company that stands behind their product. Their products have always been top notch. Being a licensed master plumber, and in the plumbing service business myself for some 32 years , i relied on quality products that had my back as the service agent/installer. Upon installing this unit on Saturday 12-7-2024 i found that it is defective, right out of box with no use. The unit does not spin the grind chamber and will trip out on overload if the switch is left on. Spent the weekend with no use of the disposal side of sink and called warranty support 12-9-2024. *** spent a few moments running thru some diagnostic questions before informing me they would have to send out a service ***air agency. I informed the *** i held a master plumber license and could take care of the matter. ****, have to have authorized factory service company come to my home. Ok , i can live with that. Then was informed no local service *** exists, they will escalate the matter, and i would here from a insinkerator company *** in 48 hours as to what will take place next? This is not the service i have come to expect from this great company. I will take care of the removal and installation so there are no labor costs. I am just expecting another unit to be sent out to ***lace the defective one i have presently. I will gladly send them back this defective one so R&D can look into. I still am holding out Insinkerator will do the right thing, and send me another ***lacement. They have always stood behind their product in the past 32 years i've sold and installed. I will update as case moves along.

  Business Response

  Date: 12/23/2024

  Since all our units are tested prior to shipping, out of the box issue are extremely rare.  In cases where a replacement is sent and a Consumer calls back indicating an issue with the replacement out of the box, we typically require a follow-up by one of our ************************** Centers.  Since the Consumer just wanted a replacement sent, the issue was escalated on 12/9 and the Consumer informed that a Agent would follow-up.  An Agent reached out to the Consumer the following date 12/10 and agreed to ship the Consumer another replacement and asked that the unit that did not work out of the box be returned (Pre-Paid Return Label would be provided).

  Order was processed and shipped same day on 12/10, tracking #************ and per the ***** Site, delivered on 12/12. There have been no further follow-up by the Consumer.  Issue appears to have been resolved.

  Regards.

  *** *.

   

   

  Customer Answer

  Date: 01/03/2025

  [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:12/03/2024

  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 the InSinkErator F-HC1100SN Dispenser and water heater. Everything worked fine for the first couple months. The cold water lever is spring loaded to the off position, but it is designed to stay on when the lever is pushed to the full open position via a little detent on top of a nylon plunger in the dispenser. That nylon plunger wore out after just two months and the dispenser cold water will not stay on without holding it open now. There is a 18mm nut on top of the dispenser to remove the handle and get to the nylon plunger. I was able to see the plunger is wore from the center of the plunger to the outer edge of the cup, causing the problem of why it wont stay in the locked open position. I called insinkerator to inquire about a rebuilt kit to replace the plunger and they said they dont sell the plunger or a rebuild kit, that I would have to replace the entire dispenser handle at a cost of $500. It needs a plunger that costs them less than a dollar to make. Every faucet company in the country sells a repacking kit for their faucets except for this company. It is criminal that they dont offer a rebuild kit for this faucet dispenser. If they wont offer a rebuild kit, then they need to offer to replace my unit under warranty. It should not have failed after just 2 months. This seems like a criminal operation rather than a respected company. There are many many many complaint online of the exact same problem and they were told the same thing; just have to replace the whole dispenser unit. Unacceptable!

  Business Response

  Date: 12/13/2024

  Using the information provided,  I could not find a record of the Consumer calling into the InSinkErator ************** concerning their issue  Consumer indicated that the unit was installed two months ago.  This model of Faucet Carries a 5yr warranty and based on the Consumers description of the issue, this would be covered under our warranty.  Consumer would simply need to verify the faucet is in warranty either via purchase receipt, or by the manufacturing date indicated by the Serial #, if the purchase receipt is not available.

  Concerning replacement parts. A indicated by the Consumer replacement parts for standard Hot/Cold Faucets are typically available for.  Due to the nature of this type product (dispensing near boiling water) replaceable parts are limited due to liability/safety concerns.  This would apply to any faucet company that sells a similar product.

  I would be delighted to have someone follow-up with the Consumer and address their issue.

  Upon review, the phone # listed in this complaint is short one digit.

  Sincerely *** *.

  
  

• Initial Complaint

  Date:10/14/2024

  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.

  Insinkerator sells small kitchen faucets that dispense cold filtered water and instant hot water. The cartridge and o-rings below the handle are prone to leaking. Reached out to company. They told me they will not supply parts for their product. They want you to buy a whole new faucet for $435. They said the common consumer doesn't have the skill to replace these easily replaceable parts.

  Business Response

  Date: 10/15/2024

  While the Consumer did not provide info on the age of the unit when they reached out to our *************** based on the description the product provided, the faucet appeared to be out off warranty.  The majority of our Faucet carry a 3-5yrs warranty depending on model.  Unfortunately, due to the nature of this product (dispensing near boiling water), no Service parts are available due to potential liability issues.  Consumer was informed that we did not have these parts available to send. Our faucets are factory assembled and there are no service replaceable parts available except for the Aerator (Nozzle).  Per our warranty support terms if there is a quality issue with this product, and the Faucet is in warranty, our Service Technicians do not attempt to repair but will replace the product with new.  

  If the Consumer's feels faucet may still be in warranty by either by serial # (manufacturing date) or can provide purchase receipt that places the warranty within warrant, or no more that a year outside of its warranty, we would be delighted to provide *************** to replace the faucet. 

  Regards,

  *** *.

• Initial Complaint

  Date:06/04/2024

  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 insinkerator disposal system and it broke. The item is under warranty and to company acknowledged it is under warranty. The company told me they would send someone down but the company they sent has not called me back or sent someone. We finally reached them and they said they will not be able to come for another week. We were not able to use the sink while it is broken and it smells terribly. We Called insinkerator back and inquired why it is taking so long and they said because the compony has to get a new replacement product but when we called the repair company they disputed that and said its false and they have them in stock just don't have anyone to come down for another week. I called insinkerator back and asked for a supervisor. I was put on hold and told there was not anyone available. I have a handyman who can purchase anew one and install it but insinkerator told me they will not reimburse me. This is not fair. A warranty is not worth anything if it takes over aw eek to get it replaced. I would like to either get reimbursed the cost of anew one or have someone come down this week to replace it.

  Business Response

  Date: 06/11/2024

  Consumer was contacted on 6/6 and offered an alternate Servicer in the area to address the issue.  We confirmed that the Servicer had a replacement unit available and would be able to address the issue on 6/7.  An Agent spoke with the Consumer and confirmed the visit and informed we would follow-up after the Service visit to verify everything was addressed properly.  We have reached to the Consumer several times after the scheduled service date via phone and email, but have not been able to get a response.

  Concerning the initial complaint.  We contract with third party Companies to provide Warranty support for our product, in most cases, due to the number products we have available, a servicer will  need to order a replacement unit from our Parts Depot before providing service.  While some Servicers have limited stock available, we have no agility to determine what a servicer does and does not have.  Also, being independent business service dates are scheduled based on the Servicers ability.  While we understand the Consumers need to have their issue addressed quickly we are limited by what the Service can arrange.

  That being said, in this case we did have another Servicer in the area who was able to address the Consumers concerns. Will have reached out to the Consumer for follow-up, but will consider the issue resolved unless we are informed otherwise.

• Initial Complaint

  Date:05/31/2024

  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.

  To Whom It May ********* am writing to file a formal complaint against InSinkErator regarding a recent purchase of one of their garbage disposals. Approximately three to four weeks ago, I acquired an InSinkErator garbage disposal from *********** ****************** situated at ************************************** a journeyman plumber operating under a licensed plumbing professional in *******, ****, I am well-versed in installation procedures and safety standards. I promptly installed the garbage disposal on the same day of purchase.However, today, May 31st, 2024, an alarming incident occurred. While my wife was innocently wiping down the kitchen countertop, she received an electric shock from our metal kitchen sink. Concerned for her safety, I conducted a thorough inspection, diligently checking for any loose, frayed, or disconnected wiring in the outlet box and within the wall. To my dismay, no such issues were found. It was only upon closer examination of the InSinkErator unit itself that I discovered the presence of dangerously loose wiring inside the casing.This discovery has left me profoundly distressed and outraged. The potential consequences of this manufacturing flaw are unthinkable, as my wife's life was needlessly put at risk due to InSinkErator's apparent disregard for quality control and safety standards.Given the urgency of this matter and the gravity of the situation, I am formally requesting an immediate replacement of the defective garbage disposal unit with one of InSinkErator's highest quality models available. It is imperative that swift action is taken to rectify this hazardous situation and prevent any further harm.I trust that InSinkErator will acknowledge the severity of this issue and respond promptly to ensure the safety and well-being of its customers. I eagerly await your prompt resolution and the replacement of the faulty unit.Sincerely,***************************

  Business Response

  Date: 06/13/2024

  There has been a delay in responding as we have been waiting until the issue has been resolved and a replacement unit installed.

  That being said, upon review, it appears the Consumer did not reach out to our ************** concerning the issue initially.  There is no record to indicate the Consumer made us aware of this issue prior to posting their comments on the BBB Site.  We definitely take any claims related to the safety of our products seriously.

  Once we were made aware of the issue, the Consumer's info was provided to the appropriate parties for follow-up.  An Escalation Agent followed-up with the Consumer on 6/4 and gathered all the relevant details of the issue and the Consumer experience with the product.  Consumer was informed the unit would be replaced and all associated replacements costs would be covered by InSinkErator. The Consumer agreed to have the original unit shipped directly to our (QA Engineering Team) for review.  Consumer was sent a ***** Pre-Paid Return Label to cover the cost of returning the original unit.

  The Consumer was shipped a replacement unit via ***** on 6/5.  The Agent followed-up with the Consumer on 6/12 and verified the unit was received and installed without issue. The Consumer sent in their Plumbers installation invoice for reimbursement. A check request has been submitted to cover the cost replacing the original unit.

  At this time it appears that all issues have been addressed.  For any questions or concerns going forward, the Consumer can always reach out to InSinkErator directly.

  Sincerely,

  **********

  Customer Answer

  Date: 06/13/2024

  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.
  
  Insinkerator failed to pay me for the 4 hours x $169.00 for the diagnosis of the electric problem, which shocked my spouse, could have killed her, and ended up being the Insinkerator. However Insinkerator did pay me for the removal of the electrical hazardous garbage disposal and installation of the disposal they sent to me in the mail. I will not be satisfied until I am paid the $676.00. That amount is a small amount for someones life put at risk for a worldwide corporation. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/25/2024

  When we replaced the disposer and covered the installation to address the issue it was site unseen (no inspection of the unit was performed).
  
  Since the Consumer is claiming additional losses (the cost of having an electrician determine the issue and is claiming a safety issue), this now must follow our claims process as this is beyond the typical Warranty Support of replacing the unit cover the cost of installation. 
  
  Once InSinkerator/Whirlpool received notification of the Consumer's BBB response, our Claims Administrator was informed that the Consumer was looking for additional compensation.  Our Claims Administrator followed-up with the Consumer and provide the Consumer with additional information and instructions on how to submit a claim.  The original disposer will need to be returned to us for testing by our QA/Engineering Team with the results being provided to InSinkErator/Whirlpool Claims Group.  Once the testing has been complete, InSinkErator/Whirlpool will contact the Consumer with the results/determination.

  Customer Answer

  Date: 06/25/2024

  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.
  
  I have FedExd the Inksinkerator with the shipping label provided by **** through paper mail. I will not be satisfied until my wife and I are compensated for labor and medical damages experience by Insinkerators malfeasance. Thanks.

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

• Initial Complaint

  Date:03/06/2024

  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.

  Purchased an Insinkerator garbage disposal through my plumber in July 2024. After six months, the unit started making a loud grinding noise and then stopped working. I contacted Insinkerator about the issue on 2/21/24. They connected me with an appliance repair shop in my area. It has now been over two weeks and no repair has been scheduled, despite making numerous calls to the repair shop. I contacted Insinkerator again today and asked that they please refer me to a different company. They were resistant to do so and finally said they would forward my request to "corporate." My unit is under warranty and I expect a timely repair. It has been over two weeks now since I reported the issue.

  Business Response

  Date: 03/15/2024

  While we understand the frustration and the Consumer's request to have alternate Servicer address the issue, for issues such as this, the ************** is instructed to forward such issue to Corp for review.  Once received, we typically would like to contact the Servicer that had been assigned to the address the issue and see what was causing the delay.  ********** review, since the Consumer was adamant they no longer wished to work with the Service initially assigned, a replacement unit was sent directly to the Consumer and another Servicer was contacted and authorized to address the issue with the Consumer.

  Once of our ************** Agents reached out to the Consumer and assisted with facilitation the resolution.  Per the Servicer, as of 3/11 the unit that was sent to the Consumer was installed and tested.  Details of the Consumer provided concerning their interaction with the Service that has been initially assigned was sent to their **************** Manager to document.

• Initial Complaint

  Date:12/19/2023

  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.

  11/29/2023 purchase day. 2 weeks to arrive and no one knew why delayed I received the shipment just now and I specifically stated that we need to have it set up just like the one that failed and was therefore being replaced. I don't want to hardwire it. We agreed on this model and I stuck thru the waiting process. It finally arrived and I cannot install it!! If I would have known I would have skipped the wait and bought one down the street with a 20 minute turnaround. Can you please ***** me a cord. I will just buy one at ********** today. I really don't want to wait even longer to install this. Thanks It's just expectations not being met I will pick up the cord for $20 at ********** today Hi, good afternoon. I've been working on this garbage disposal project for way too many hours. It's installed and it leaks from the bottom and apparently it was never tested by you first!! Can you please refund my money completely, as I do not want a replacement directly from your company? Please send me a return label. I will box it up and I will send it to you and I'd like a complete refund, at the very least.Hi, my name is xxxx. Thanks for contacting InSinkErator. I'm sorry to hear about this. We are unable to process any refund. Our record shows that we will be sending a new disposer and it was discussed via AnswerLine.I tried to stop him. I will send back the new one AND the old one You don't want the new disposer? I'll cancel the request. Would you like me to refer you to my manager? Yes. You all costed me so much time so much effort and so much money!! Cancel the order yes. That would be great. I will never buy direct Cancel the new one and I will send back the broken one and I need 100% refund Plus wasted money I spent on a plumber. No response from them, no ***** return label, they dont care, they have hung up on me after 5 min waits. I have called corporate no luck and Now I have a letter in the mail to corporate. I want my money back Plus more money.

  Business Response

  Date: 01/18/2024

  Spoke with the Consumer directly about his experience related to his purchase of the product and the issues experienced with the product itself and returning/crediting for the order.  As a goodwill gesture, offered to reimburse the Consumer for the replacement unit that was purchased locally and its installation.  Provided the Consumer my contact information (via email) and requested that he forward me information on the cost of the unit and its installation.  Consumer appreciated the follow-up.

  Currently awaiting the requested information.

  Customer Answer

  Date: 01/19/2024

  [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

  Date:12/09/2023

  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 had our contractor install an InSinkErator PRO750-4 which came with a 1-year warranty. It started making weird loud noises after 6 months. InSinkErator has refused to honor the warranty. They made the contractor go through multiple hoops, send pictures of the unit, video of the sound, made him go back to verify a number of points related to the installation, told him they would send a tech to inspect it, then ask me the customer to contact them directly. When I contacted them they claimed they didn't have the information, which was a lie, the contractor had sent it to them, and they *************** it after I insisted they had it. But they made me go back through the same hoops. Finally they told me they would send someone over but threatened that if they deemed it functional, they would charge me for a service call. They *********** that you give up after they wear you down.Terrible company. Terrible product. Terrible service. Never again.

  Business Response

  Date: 01/12/2024

  After reviewing the BBB complain, I found the Consumer/Case Record concerning the issue.  Upon review, the issue the Consumer was experiencing appeared to be non-quality issue (loud unusual noise) for a unit installed approx. 6m.  While an Agent tried to resolve the issue Plumber/Consumer.  This issue could not be resolved and Service was commended.  Due to the nature of the product, when troubleshooting has not resolved the issue and a visit by a Factory Authorized Servicer is required, there is always a change the issue may not be related to a manufacturing defect.  In these cases, there could be a charge for the Service visit.  We do set this expectation with the Consumers ahead of time.  This is typical of most In-********************* provided for installed appliances. 

  While the initially handling provided was correct, as a gesture of Goodwill, I instructed an Agent reached out to the Consumer to offer a no charge replacement unit.  Agent spoke with the Consumer on 1/12 and the Consumer accepted the offer.
  

  Customer Answer

  Date: 01/12/2024

  [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,
  
  ***************************