NORTH OLMSTEAD, OHIO -- After a plumber charged me $160 to tell me the MOEN cartridge did not fix my leak & I would have to replace both bathroom faucets (for another service call $$$) I found the 'lifetime warranty' papers for all the MOEN faucets in my home. Granted, the serviceman should have informed me that MOEN had a lifetime warranty on their faucets and not charged me for the cartridge, but it was too late then. I called MOEN & MOEN did send out new faucets (they warned me they were slightly different,... more rounded.) I took plumbing lessons & did the install myself. I kept thinking I must have gotten something wrong. Had several people look at it before I realized the problem.
I made the call to MOEN (Tuesday) & explained the problem. I told him that the faucets were pre-assembled & looked like the photo on the box (pointer on bottom) but the pointer would point at the cold when the handle is turned to the left (hot.) The service representative told me not to go by the photo on the box. He said the picture on the instructions was correct (the pointer on the one-handled faucet should be on top.) End of that conversation (I think it was their closing time.)
Next day (Wednesday) I called back. I said there's no way (& sent pictures to prove it) the handle can be turned around 180 degrees since the set screw is offset & has a 'U' shaped slot. Actually it could, but would look absolutely ridiculous. After reviewing the photos, 'Brandon' - the Wednesday service rep, said the photo on the instructions was from an older model & to go by the photo on the box.
After my suggesting there's a HUGE DESIGN FLAW in that scenario, Brandon kept insisting the faucet was assembled correctly. (The picture on the box showed a different hot & cold cap than the one I had. And unlike Brandon's condescending comment of, 'That's why we put the 'H' and 'C' on the handle',... there IS no 'H' and 'C' on this faucet handle.) I'm not happy.
NORTH OLMSTEAD, OHIO -- Twenty years ago I replaced all the faucets in my home with Moen faucets. I wanted beautiful faucets that would last a lifetime. After about 10 years some of the cold water handles became difficult to turn because of hard water buildup. I called Moen and they no longer had any parts for Monticello plated faucets. They sent two new faucets and matched them as well as they could. I paid the plumber. I no longer had matching faucets. About 5 years ago the original faucets started rusting at the base. They are now significantly rusted. I called Moen and sent pictures.
They told me they could not honor the warranty because I no longer had the receipt. They are taking this under consideration since they honored the warranty in 2007. Even if they honor the warranty, I will receive another totally different set of faucets. My faucets will not match and I will have to pay the plumber. Their lifetime warranty is useless because they do not keep replacement parts. Their products actually last the lifetime of a hamster instead of a human, and you have to pay the plumber.
Bought Moen products in 2013 for bathroom remodel. Tub faucet started to leak 8/17 which quickly progressed to steady stream within a week requiring a plumber. The plumber had to replace cartilage within Moen faucet. Called Moen customer service about warranty. Was told they only replace parts. This is not a satisfactory warranty for product failures that require immediate repair such as a water leak. Don't buy Moen because you believe their products are warrantied. You will get a replacement part after the fact when you have a premature failure of their product.
MARYLAND -- I just never cease to be amazed by Moen. Our house was built 22 years ago and all Moen products were installed buy the builder. It was the Monticello line, now discontinued but the internals still seem to be the same as the current products. Anyway, after about 20 years I started to need parts because I started getting drips that wouldn't stop. A call to Moen not only quickly identified the parts I needed, but they sent them out free! No charge for the parts, no charge for the shipping. I just now had to replace the cartridge for the shower (which is what prompted this review) and called them again. Sometimes in the past I have had to use the call back feature when the wait was more then 10 minutes, but the call back always came and always within 20-30 minutes. One time I got through immediately with NO wait so they seem to have really good staffing levels to handle the call volume. This time was similar with a call back in 25 minutes or so. They sent out a free replacement cartridge, emailed me detailed instructions on removal and installation and also recommended I purchase a puller since it had been in there so long. It was $50 at Moen, but the representative told me to check online and the Moen branded puller was on sale at Amazon for $28. Boy did I need it! After 22 years of soap residue and mineral deposits everything was tough to get off. The set screw on the handle had seized (they use a larger one with coarser threads now to prevent that) so I had to drill that out. Then the adapter had seized to the cartridge stem so I had to cut that off. The puller did a great job of removing the cartridge despite it's 22 years of sitting in there. The new cartridge went in easily (lube was provided by Moen) and my drip was cured! I now need parts to replace the ones I destroyed getting them off. I figured since I damaged them I would have to buy them, but NOPE!! Told them what I did and once again they sent them all out free of charge. I did pay for expedited shipping because my wife is getting impatient to get the master bath up and running again, but standard shipping would have been free again. What an amazing company!! What amazing products! What else could be repaired back to good as new after 22 years of continuous use? After all of my experiences, I will never buy anything but Moen.
KINSTON, NORTH CAROLINA -- The I called customer service 26th of Dec to get a cartridge replaced as it was leaking, automated answer said they were busy and would call back in 45 min to 1 1/2 hours so I waited a at home to describe issues with the shower faucet and kitchen faucet in front of me, well no callback. This repeated 5 times each one waiting at the house for return call. 2 weeks later called a different Moen CS number that is for professionals. Finally a human he transferred me to a nice lady that went over the issues and was going to send parts in 2 shipments.
Today Friday Jan 17th parts arrived yay! Not so fast. These are parts for a bathroom sink drain. Not going to help with my shower dripping or sprayer on kitchen sink that's broken. They sent totally wrong parts!!! So I called them and automated system said they will call back Tuesday 21st. Almost a month with getting a run around not sure what's going on at Moen but after buying these for 40 years for our home and rentals getting great customer service to looks like its time to switch to Delta, Peerless or GlacierBay. Moen has lifetime warranty on cartridges but are much too expensive @ $46.48 at Home Depot.
Have purchased Moen for over 25 years. Two days ago my 5 year old sink faucet broke, water everywhere! Trying to call Moen is worst than any task I have ever encountered. When calling Moen a computerized message stating it would be a two hour wait or call back in three days. I waited approx 30 minutes then gave my call back WHICH IS RIDICULOUS. So much for your lifetime warranty when a customer can't get through you. I was forced to buy another faucet because of your lack of commitment to your customers.
I DID NOT NOR WILL I EVER BUY ANOTHER MOEN. Your company used to be decent with good service. NOW you are the worst! I have full intention to go online and inform every potential Moen customer that Moen is a scam lifetime warranty on products. Moen doesn't answer the phone and then the 3 day wait for a CALLBACK! Are you kidding me! I was your best customer. Now I am going to be your worst nightmare!
SAULT STE MARIE, MICHIGAN -- Purchased the Varese Model Lavatory Faucet. The flow rate is unacceptable! Like watching grass grow. Followed up in local plumbing shops to change the aerator based on recommendations online and in person. Can't find a replacement aerator. Either it doesn't fit, the thread options do not work ++++... What a stupid engineering flaw to have the flow rate at a such a low level...then not have upgrade options one can find by using the model number and description. Coding does not match manufacturer's number system. I wish now I would have chosen Delta or similar. Have been using Moen for 40 years! No problems until now.
MICHIGAN -- I needed a special wrench to tighten my faucet onto my kitchen counter.It had loosened up over the years and allowed water to run underneath it.
It is a specialized tool that comes with the faucet when you buy it, but it was thrown out years ago. I was not able to find one at a local store so I called Moen customer service. They asked my name and immediately pulled up my record. I did not realize it was ten years old.
I was very surprised when they said they would send it out immediately at no charge. I asked how much a new rubber gasket would cost since the old one may be damaged and she said that would go out free as well. The lady I talked to was exteremely courteous and friendly.
I wish our company's customer support provided such high level support to our customers.I know what brand of faucet I am going to buy the next time I need one.
I had very little faith I would get the great service I got from Moen, but I was totally wrong! Due to a fire in our office (where all receipts and such were kept) I had no receipt not even a model number, I took a couple of pictures of the faucet and emailed it to them. They not only identified it but in a little over a week I had the parts to repair my faucet set!!! And they even emailed me the instructions to remove and replace the parts!!! I GIVE a 10+ review and will be a loyal customer!