Grohe America, Inc.

Initial Business Response /* (1000, 5, 2015/07/29) */
Contact Name and Title: Geri [redacted]
I have been trying to locate the part you are asking for but have not been able to locate what product it comes from. Can you please tell me the whole product that this items is missing form?
Thank...

you,

Initial Business Response /* (1000, 5, 2015/06/24) */
Mr [redacted]
Could you please supply me with the purchase order number that was placed with Grohe as I have no other way to locate your order. We are experiencing a large back order issue that is unlike Grohe but we are doing our best to get...

caught up. I will have some better information once I have the po number
Thank you
Geri
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original PO number I was given is [redacted]. I was informed by Deidrea [redacted] on 6/19/15 that parts of the order were shipped on 5/26/15 and 5/31/15 and the remaining item would ship in the next 2 weeks. The two back ordered items that shipped were all defective, having a bronze tint.
The latest PO number I have is [redacted] which, according to the vendor, is scheduled to ship in about 2 weeks. This is the same story I've been hearing for nearly five months and I therefore have no faith in its accuracy.
Final Business Response /* (4000, 9, 2015/06/25) */
The only item left on back order is the [redacted] which does not have a good delivery date. I have added a [redacted] at n/c on the order so it maybe used until the EN0 item arrives.
Thank you,
Geri
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless if the only item left on back order is the 19615eno or not, the vendor still has not received non-defective body sprays or shower head and therefore neither have we. Further, your statement that the 19615eno has no good delivery date directly contradicts what your service representative told us last week. Please confirm that the information we received earlier this week that we could expect the correct thermostat trim to ship the week of July 8th is not correct.
Finally, please provide an explanation why you continue to offer for sale items which you are unable to deliver.

Hello ,  I am very sorry for the issues you are having with your Grohe product ,  The written warranty is below the warranty does not  covers a full replacement of you product.  We will send out parts to repair your product on site.  also,  we require a copy of...

your original proof of purchase to validate that the product is under any warranty.  Are you able to provide that ?    Grohe provides a Limited Lifetime Mechanical warranty to the original purchaser when sold and installed in a residential application after January 1, 1997.A Limited Lifetime Mechanical Warranty is provided on all mechanical parts to be free from manufacturing defects in materials and workmanship under normal use for as long as the original purchaser owns the product.  Proof of Purchase ( copy of your original receipt,purchase order or invoice) , the date the product was purchased and installation date is required. At the company's discretion, Grohe will preplace any part that proves to be defective in material and/or workmanship under normal installation, use and service. Please note our warranty does not cover normal "wear and tear" to your product and we do not cover installation or any other labor charges.

Initial Business Response /* (1000, 5, 2015/06/08) */
[redacted]
Please if you could supply me with the faucet you are talking about and all communications you have had with Grohe to resolve this. I would like to see what happened and why our Grohe representative didn't resolve the issue....


Thanks you
[redacted]@grohe.com

Hello ,  I am very sorry for the issues you are having with your Grohe product ,  The written warranty is below the warranty does not  covers a full replacement of you product.  We will send out parts to repair your product on site.  also,  we require a copy of your original proof of purchase to validate that the product is under any warranty.  Are you able to provide that ?    Grohe provides a Limited Lifetime Mechanical warranty to the original purchaser when sold and installed in a residential application after January 1, 1997.A Limited Lifetime Mechanical Warranty is provided on all mechanical parts to be free from manufacturing defects in materials and workmanship under normal use for as long as the original purchaser owns the product.  Proof of Purchase ( copy of your original receipt,purchase order or invoice) , the date the product was purchased and installation date is required. At the company's discretion, Grohe will preplace any part that proves to be defective in material and/or workmanship under normal installation, use and service. Please note our warranty does not cover normal "wear and tear" to your product and we do not cover installation or any other labor charges.

Hello,  I am very sorry you are having issues with your Grohe product.   The warranty policy is below we are able to send parts out to repair the faucet if you would like you can take it back to Lowes for full reimbursement. Thank you, ~~~~~~~~~~~~~~~A Limited Lifetime Mechanical...

Warranty is provided on all mechanical parts to be free from manufacturing defects in materials and workmanship under normal use for as long as the original purchaser owns the product.  Proof of Purchase ( copy of your original receipt,purchase order or invoice) , the date the product was purchased and installation date is required. At the company's discretion, Grohe will preplace any part that proves to be defective in material and/or workmanship under normal installation, use and service. Please note our warranty does not cover normal "wear and tear" to your product and we do not cover installation or any other labor charges.

Initial Business Response /* (1000, 6, 2015/09/29) */
Mrs [redacted] has been contacted and we are working through to fix the issues.
thank you,
Geri

Complaint: [redacted]
I am rejecting this response because:This faucet was not even used by us, for an issue to be caused by normal wear and tear. A defective product was sold to us. I tried turning off each hot and cold valve and water seems to be leaking from both sides.Do not agree that consumers should test your product for leaks or manufacturing defects after it is installed. Given this was a new product purchased from one of your authorized retailer. Only Grohe would know which parts are defective, so kindly arrange for this to be fixed by one of the plumbers listed on your website:https://www.grohe.com/us/[redacted]/where-to-buy/find-showroom-or-plumbe...⇄ /> Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/13) */
Contact Name and Title: [redacted]
The Grohe warranty covers product that has be installed our warranty states :
At the company's discretion, GROHE will repair or replace any part or finish that proves to be defective in material and/or...

workmanship under normal installation, use and service. Please note: warranties do not cover normal "wear and tear."
As Mr. [redacted] did not purchase this product directly from Grohe we suggested that he contact the on line company to work with. They are the ones that would have to give him his return and credit. We offered Mr. [redacted] a onetime order direct with Grohe that he could purchase new product at a very discounted rate to help with this situation.

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted]
Mr [redacted]
I am very sorry for the delay in getting your replacement part. We do have your full unit in stock I will have our warehouse inspect the side spray you need and have it sent out asap....

Again so sorry for the delay but I do want to make sure we full your warranty request.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I would like to say that [redacted]'s response would be acceptable if they would do what they say they will do. I did not receive any communication further from Grohe other than her response above on June 17th through the Chicago Better Business (above.) A reasonable person would think that if they indeed were going to send a replacement part to a customer that has been waiting since November of this past year, that they would send a message stating we are shipping your replacement part today, and sending it via overnight courier. So in light of not receiving any communication from them, or the replacement part, their response is indeed not acceptable to resolve the problem. I e-mailed her directly this morning to ask if they had shipped the part. - No response. This is their typical method of delivering "Customer Service." To satisfy this continuing problem, they could either overnight the replacement sprayer to me, or provide a full refund and I will return their complete defective product to them. - Very frustrating!
Final Consumer Response /* (2000, 11, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The part arrived this morning, and appears to be properly working. I want to thank the Chicago Area Revdex.com for their actions in resolving this issue. It had been seven months since the part broke, and all I could get from Grohe America was delays and a run around. Without your efforts, I am not sure if the issue would have ever been resolved. I am mailing the defective part back to them today. Thanks again!
Final Business Response /* (4000, 9, 2015/06/24) */
The product was pulled from our stock on June 19the the part needed was inspected to be free from any issue released for shipping on Monday. It shipped from out facility yesterday via overnight.
Thank you
[redacted]

Ms. Simon I am very sorry for your issues with the Grohe product.    I am happy to reimburse you for the spare part you had to purchase.  Please supply me with a copy your original proof of purchase for the product so we can validate your warranty and the receipt for...

the part that you purchased. These can be email to [redacted].[redacted]@grohe.comThank you for contacting GROHE.[redacted].  A Limited Lifetime Mechanical Warranty is provided on all mechanical parts to be free from manufacturing defects in materials and workmanship under normal use for as long as the original purchaser owns the product.  Proof of Purchase ( copy of your original receipt, purchase order or invoice) , the date the product was purchased and installation date is required. At the company's discretion, Grohe will preplace any part that proves to be defective in material and/or workmanship under normal installation, use and service. Please note our warranty does not cover normal "wear and tear" to your product and we do not cover installation or any other labor charges.