ComplaintsforInSinkErator

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ***************************
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I would like to reopen complaint ID ******** I filed on or about Oct 19, 2023 regarding InSinkErator requesting they honor their parts and labor warranty and refund the $125.00 I paid to install the replacement disposer InSinkErator sent to me. On Oct 26, 2023, I spoke with ******** from InSinkErator. ******** processed the refund check request ($125.00) and advised i should receive the check in up to 14 business days. Fourteen business days from Oct 26 was Nov 16, 2023. It is now Nov 20, 2023 and I have not received a check. Where is my labor refund check?

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am uploading my 10-19-2023 letter to InSinkErator with attachments that explains my request to honor their warranty and reimburse me for the labor costs ($125.00) for the replacement disposer that their senior consumer specialist sent to me.

  Business response

  10/23/2023

  Upon review, it appears there may have been some confusion as to the Options provided to the Consumer. 

  Unfortunately, the Consumer is located in an area where their is no InSinkErator Factory Authorized Servicer available.  As a result, the issue was forwarded to our Escalation Team. Escalation Agent **** followed-up with the Consumer on 5/25 and informed there was no Factory Authorized Servicer available.  Agent informed he we would need to locate a Plumber/Handyman who would be willing to work with InSinkErator to address the issue.  The Agent also offered the option of sending a *** replacement unit immediately to the Consumer and they would be responsible for the installation of the unit.  As a benefit of selecting this option, the Consumer would be provided with a new warranty.  If Consumer opted for Service, the replacement unit would carry the balance of original units warranty.  Consumer opted for the the *** Unit.  Unit was shipped to the Consumer on 6/7.

  As the Consumer would like to be reimbursed for the Installation, an Agent will be instructed to contact the Consumer and issue a reimbursement check for the amount indicated by the Consumer (with invoice).  As will will be covering the installation, the replacement unit will carry the warranty balance of the original unit.

  Regards,

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

  Customer response

  10/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************

   

  Thank you to all that assisted in resolving this to my satisfaction.  I will be awaiting contact from InSinkErator and receipt of reimbursement.

  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a non-functioning disposal and when I called customer support, I found out that my disposal was still under warranty. They offered to send me a new one and promised it to me by August 30th (today is the 29th). I've been calling customer service to find out when it will arrive and the only information I can get from the most senior representative that I can speak to is that they're not sure if the model is available in their ******************* waiting for an email response from that department. Since I can't be without a functioning disposal any longer, I reached out to a plumber to get me a new one. What is the point of saying that you provide a warranty which you can't fulfill? I think that Insinkerator should at least send me a check to cover the cost of a new one. My disposal is only 3 years old and the warranty is for 9 years.

  Business response

  09/07/2023

  After reviewing the BBB complaint, I found the Consumer/Case Record concerning the issue.  Upon review, the issue the Consumer was experiencing appeared to be related to backorder/product availability issues.  As a gesture of Goodwill so the Consumers product issue could be addressed, I instructed an Agent reached out to the Consumer on 8/31 and offer to reimburse the Consumer the cost of a replacement and installation.  Agent spoke to the Consumer and instructed them to provide the receipt/invoice once the unit has replaced.  Currently waiting for the Consumer to provide the info.  Once the receipt/invoice is received, Consumer will be issued a check.
  
  

  Customer response

  09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will submit the invoice I receive to Insinkerator as soon as I get it and will await my reimbursement.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We moved into a new home build in September 2021. In august 2023 our garburator (Evolution Pro **** XL) stopped working. We had purchased this more expensive unit with our house as it was supposed to be more reliable. It was jammed. A Plumber came out and the garburator could not be unjammed or opened. We called Incinerator and were told that they did not have techs in our area and there was nothing they could do. Very disappointing response. We are now buying a new garburator. Sad to see this poor quality of this product and indifferent service. Thanks for listening.

  Business response

  08/25/2023

  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 (unit was jammed).  While the handling provided was correct, as a gesture of Goodwill I instructed an Agent reached out to the Consumer to offer additional assistance.  Agent spoke with the Consumer on 8/16.  Consumer informed the Agent that they had someone install a replacement.  The Agent asked of these was anything we could help them with.  Consumer indicated everything was ok.

  After reviewing the Agent notes, I had the Agent reach out to the Consumer again the same day (8/16) and request they email is the receipt of the replacement for review and we would consider reimbursing a portion of cost to replace.  Agent left  VM for the Consumer on 8/16 and no response has been received since.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Insinkerator disposer started making a large clacking noise and then just hummed, so I searched online for an Insinkerator service technician to fix it. When he got here he said we needed a new unit(charged over $400) and installed it, and a few weeks later the same issue developed. When I contacted him he said he couldn't get a replacement unit for some time (even though I know he could have picked one up at *********** and I was supposed to wait until I heard from him again. It is now four days later and he still says "Don't worry" but I am still without a disposer. Today I contacted Insinkerator and explained all this to them and they are not being helpful, saying he may have left a tool which did not fit our disposer, and they could send one in 3-5 days! Then they said they would call another technician, which I should hear from in 3 days, but that if the disposer is jammed it won't be covered by warranty.

*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. ↩