Moen Incorporated

I do not have a warranty or contracts or receipts because according to Moen I am not the original homeownerI did however, purchase the home in which was less than a year after the original owners bought and furnished the home with the Moen productsMy main complaint is that they will not extend the warranty to meHowever, I will be happy for a refund for the parts that they shipped me to fix my faucets

Our records indicate there was a shipping error with Fed ExAs an accommodation we have credited the entire order amount back to the customer

I have attempted to contact the customer on 7/24/17 and today 7/26/17 by phone but was unable to reach the customer. A voice message was left on both calls. I have also emailed the customer with my direct ext for her to call to discuss her concern.

Please see our response to [redacted] below.From: claimsprocessing Sent: Monday, May 08, 2017 11:54 AMTo: [redacted]Subject: Moen Ref [redacted]/Revdex.com Ref [redacted] Dear [redacted], We have received the complaint you lodged with the Revdex.com, and we...

regret that you are disappointed in the resolution provided to you with regard to the installation reimbursement for your disposal. Since our service agent did not cover your area, we did some research and found installers who would perform the installation for less than $100.  Therefore, we felt that our $195 offer was generous. Your check for the $246.05 in labor should be mailed next Monday 5/15/2017.  I would appreciate a reply should the check not arrive at your home by the end of next week. Kind regards,Jacqui A[redacted]Claims Adjustor IVCustomer Quality, ClaimsMoen Incorporated25300 Al Moen DriveN. Olmsted OH 44070P:  800-321-8809 x2730 #1F:  440-962-2162E:  [email protected]

Our records indicate the replacement hose was ordered on 11/16/17 and delivered to the customer on 11/20/17. I attempted to contact the customer by phone today and left a voicemail with my direct extension for the customer to call if needs further assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Moen offered a discount on a replacement sink however there recommended replacement does not have the same dimensions and the granite countertops would have to be modified and/or replaced. This is not a viable option and was only offered to dismiss me. A far as being the second owner ,the sink is still within the warranty period and just tells me Moen does not stand behind their products.In addition Moen no longer manufactures the MoenStone products which tells me they had known problems and discontinued this product line leaving customers like me with no options and thousands of dollars in needed repairs
Regards,
[redacted]

Under Moen's Limited Lifetime Warranty, labor reimbursement for plumbers repairs or installation are not a covered aspect. It is a parts replacement warranty. We mailed a full unit to this customer four years ago based on her description of symptoms and she only recently actually installed it....

She then indicated that the unit had leaking issues upon installation. Based on her feedback, it appeared that her plumber took parts from the full unit that we sent her in 2012 to fix whatever problems she was having and then finally had the full unit installed in March of this year. Due to changes that were made to this model over the timeframe from her original purchase and warranty replacement, we decided that sending another full faucet replacement was the best course of action since we were uncertain about exactly what had been used and when. Although labor is not a covered aspect and we have had that conversation with the customer in past interactions, we offered to assist her above and beyond her warranty for the installation of the faucet back in March for 200.00 with a valid plumbers bill and to receive the unit back for testing. The customer then said that she would also need 200.00 for the install of the new faucet that we just sent her in March. I advised that we would honor what had been discussed regarding the 200.00 bill from March, however we would not be reimbursing for any additional labor expenses. At this point the customer said not to do anything and that she was going to report us. We will still honor the 200.00 reimbursement, with a valid plumbers bill, if she would like for us to do that.

To Whom it may concern, Based on the terms of the warranty, options including replacement or prorated reimbursements are offered to In Warranty customers with proof of purchase. Since Mr. K[redacted] is not under warranty for this product those options would not be offered to him.

Revdex.com:
Consumer called in and states that the complaint has been resolved. 
Regards,
[redacted]

A check was processed for the refund amount of $67.84 on April 7, 2017.  Customer has spoken to a representative on that date and again on April 17 to confirm this.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Ed was respectful, polite, apologetic, and did what was needed to help solve this problem.  Thank you!
Regards,
[redacted]

I spoke to [redacted] this morning. After reviewing the customer's prior contacts, he actually sent a letter in November of 2015 that stated his product was leaking but there was no phone#, receipt or pictures.  We mailed him a letter, and he responded on December 11, 2015 with an...

email but no explanation as to the issue. (again, no phone # was provided).  An email was sent to ask him to clarify the issue.  We have not received a response to that email.  The complaint that is currently pending includes a different model number than the picture that was provided 17 months ago.  I attempted to call him today at 11:30am est and was able to leave a voice mail message for him to call me directly.  An email was also sent asking him to please clarify which product he is contacting us about. We are willing to help him, but we need more information in order to do so.

Our records indicate we contacted the customer on 10/13/17 and have resolved her concern.

10/25/17 E-mail response from consumer as follows:[redacted],The complaint has been resolved. Moen sent me a new faucet. Thank you for helping me.   The Revdex.com is wonderful.[redacted]

Our records indicate we have not received the customers email with the requested information. The phone number we have contacted the customer on is the only number we have been given. We have attempted to contact the customer today 11/7/17 at 1:45pm but was unable to reach him. A voice...

message was left and an email was also sent requesting the pictures of the shower system for us to proceed with warranty assistance.

We have issued a full credit to the consumer's card.

Our product warranty would cover a like for like replacement should the faucet not be repairable. We still produce the same model faucet and models comparable to what the consumer has however since the consumer has requested to be upgraded to a different style of faucet we would offer...

the rebate since upgrading is not an aspect of our warranty.

Issue getting money back for lifetime warranty product.My house has several Moen fixtures which were installed by the builder. The product is terrible but carries a lifetime warranty. I had an issue with the shower handle and I called the builder for assistance. The builder referred me back to Moen for the warranty. I called Moen and they told me that they would not pay for the repair and neither for the part. Monetary reimbursements are not done by them.I have spent $250 to fix the bad quality fixture and now I demand my money back as it has a lifetime warranty on the product.Desired Settlement$250 for the repair of the faulty product.Business Response I received your Revdex.com case file # [redacted] correspondence via email and sincerely apologize. Please be assured that I am here to help you. I very much want to resolve this matter and restore your faith in our customer service. Moen's lifetime limited warranty does not include reimbursement. As a good will gesture I would like to offer and reimburse you for the Moen part. Please send a copy of the receipt and I will process the reimbursement request. Consumer Response I have discussed this matter with [redacted] and she agreed to reimburse me for the part + 1/2 of the cost for the plumber which totals to $109.50.Regards,[redacted]Final Consumer Response

Product is lacking specific warning that is not compatible when mated with other companion products. Recent purchase of Moen stainless steel kitchen sink model # [redacted]. Purchase cost of $242.19. This was to replasce existing sink. After installation, it was discovered that exixting garbage disposer, [redacted] model,would not mount to sink due to design of new sink. A second disposer, [redacted] model [redacted], was also attempted to be installed without success. A call to Moen "tech support" produced the following advice from Moen's representative: You should have taken the exixting disposer down, measure the threads & compare the depth to that of the sing mount"Returning to [redacted] where the sinkwas purchased I inquired at the plumbing dept, which brand dispoeer was compatible with this model Moen sink. I was not able to secure an answer to the question.The installation instructions that came with the sink indicates to "follow instructions supplied by the manufactuer" when mounting a disposer. Those asme instructions also state that the adaptor supplied with the disposer is not needed.??? I now have a new sink without a disposer due to this issue. Desired SettlementMoen shoud replace the sink with a model that will accept a standard garbage disposal or supply a disposer that can be installed on the existing sink.Business Response We are in the process of contacting the consumer and see if we can give them a little more information about how to install the drains for this sink. Consumer Response We have been contacted by the business in question & have worked out a satisfactory settlement based on their representative's statement.Thank You for your assistance. Final Consumer Response