Complaints

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:04/21/2023

  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.

  My Delta ****-MPU-DST model faucet is leaking and when I contacted the company to replace the parts needed to fix the leaking faucet I was told the Lifetime Warranty does not apply to me as I am not the original purchaser of the faucet. I am not sure why there is a Lifetime Product Warranty when the product is still in use and its not operating as a faucet should. I am not going to give this company money to fix the problem caused by their substandard part not working.I would like replacement Delta Faucet RP60400 Valves sent to me at no cost since the faucets life is still in tact. If this is not sent to me I will install a completely different brand of faucet and ensure that nobody I know buys a delta product again. This is not the first issue that I have had with their products, but it certainly will be the last.

  

  Business Response

  Date: 04/28/2023

  Dear ****,
  
  Thank you for contacting the Better Business Bureau regarding your ****** bathroom faucet. The Delta Faucet Company **************** Warranty dictates that we will repair or replace, free of charge, any part or finish that proves defective under normal installation, use and service to the original consumer purchaser. As you are not the original purchaser of the faucet, you would not qualify for repair parts at no cost. However, we would be happy to offer the RP60400 replacement valves at a discounted price.

  
  Attached are the complete details of our Limited Lifetime Warranty, including what circumstances are covered. If you wish to place an order for the replacement valves, please contact ** by phone at 1-800-345-DELTA (****). We appreciate your business and look forward to hearing from you.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

• Initial Complaint

  Date:04/13/2023

  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 Brizo faucet from Build.com for $854.93 on Aug 5th, 2021.- The faucet is used for residential purposes and is covered by the warranty for 10 years.- I have opened a ticket on the faucet defects (Brizo Case #: ********) and the customer supports were not helpful. They said and I quoted: "Unfortunately, the line is not a replacement part that can be sent out. Also, the cause of this flow is debris. Debris is not a manufacturing defect. Only manufacturing defects are covered under the warranty."- I disagreed with the assessment. We are using the product normally w/ normal installation for residential purposes. This has only been ~1.5 years and the product is now defective due to some unknown reasons and they claimed the warranty will not cover our case.- They made untrue claims like "the cause of this flow is debris. Debris is not a manufacturing defect." An educated guess would be there is something causing the restriction of the flow in the cold water line, we dont know whats the root problem as we couldnt disassemble the product on our end.- It feels like they are trying to find a way out of the warranty and trying not to do extra works to fix the faucet.The whole back and forth is more than 3 weeks and we still don't have a working faucet, we even got the plumbers out for investigation and they said the faucet needs to be replaced.

  

  Business Response

  Date: 04/18/2023

  Dear Man Kit,

  
  Thank you for contacting the Better Business Bureau regarding your Brizo kitchen faucet. Upon reviewing your account history with **, it appears that you were provided with a new Solna articulating hose and sprayer assembly. You were advised that restricted flow could be remedied by replacing the part and flushing your kitchen supply lines. Debris can also build up in your faucet cartridge; if you have installed the replacement hose and followed the flushing guidelines with no improvement, we would be happy to provide this part as well.

  
  Please do not hesitate to reach out if you have any further questions. We appreciate your business and look forward to hearing from you.
  

  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Based on the respond I have given on the Brizo Case #: ********, I have mentioned we already tried flushing and cleaning the cartridge with no luck. We will likely need to replace the core part where the cold / hot lines are connected.

  
  Regards,
  
  Man Kit *****

  
  

  

  Business Response

  Date: 05/01/2023

  Dear Man Kit,
  
  Thank you for your response. Unfortunately, the part you are describing is not replaceable. If flushing the cartridge did not remedy the issue, we would recommend replacing it entirely, as its possible that debris has become lodged inside and has restricted the flow of your cold-water supply.

  
  If you wish to place an order for the replacement cartridge, please contact ** by phone at 1-877-345-BRIZO (****). Please do not hesitate to reach out if you have any further questions. We appreciate your business and look forward to hearing from you.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  - The product is well under warranty.

  - The company is not able to offer any useful helps to repair the product.

  - The overall process is taking very long to resolve a simple problem. I ended up purchasing a new Faucet instead due to the faucet is unusable since the beginning of the initial reachout (2 months ago). The overall experience is very negative working with the company.

  
  Regards,
  
  Man Kit *****

  
  

  

  Business Response

  Date: 05/12/2023

  
  Dear Man Kit,
  
  Thank you for your response. We are disappointed to learn that our solution did not meet your expectations. We apologize for any inconvenience this may have caused. We strive to offer outstanding customer service and value your feedback.
  
  Please do not hesitate to contact ** at ***************************************************************** should you have further questions or concerns.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

• Initial Complaint

  Date:04/08/2023

  Type:Product 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.

  - Purchased item on 2/9/23 ($89.27)- Item shipped to me on 2/9/23 - Email query on return policy on 2/13/23 - Item returned to Delta Warehouse as per return policy on 2/14/23 - Item received back at Delta Warehouse and signed for on 2/20/23 - Email query on refund status 3/14/23 - Phone call to **************** on status of refund (told it was being escalated) 3/14/23 - Email query on refund status 3/20/23 - Phone call to **************** on status of refund (3/20/23). Told an error took place and refund was just process on 3/14/23, instead of return date 2/20/23.- Email query on refund status 3/27/23 - Phone call to **************** on status of refund (3/28/23)

  

  Business Response

  Date: 04/12/2023

  Dear ******, 
  
  Thank you for contacting the Better Business Bureau regarding your Delta Faucet return. 
  Please accept our sincere apology for the delay you have experienced with obtaining a refund. I have confirmed receipt of your return and have flagged your case for expedited processing. You will receive a confirmation email from our team once your check has been mailed.
  
  Please do not hesitate to reach out if you have any further questions. We appreciate your business and look forward to hearing from you.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

  Customer Answer

  Date: 05/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Never received check from Delta related to Complaint ID: ********.

  Sent from ********************* (*********************)

   

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

  
  

  

  Business Response

  Date: 05/01/2023

  Dear ******,

  
  Thank you for your response. According to our records, your refund check was processed on Thursday, April 13th.It was mailed via the United ********************* to the address in which your original order was delivered. If this is incorrect, please verify the correct address.

  We appreciate your business and look forward to hearing from you.
  

  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. We recently received the refund check and have deposited. Thanks.
  
  
  

  Regards,

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

• Initial Complaint

  Date:03/18/2023

  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.

  Delta faucet defective leaked water and damaged my cabinets and home

  

  Business Response

  Date: 03/24/2023

  Dear ******,

  
  Thank you for contacting the Better Business Bureau regarding your Foundations kitchen faucet.

  
  Please accept our sincere apology for the difficulties you have experienced.According to our records, your plumber contacted us on your behalf and requested a warranty claim form after attempting to repair your faucet. Unfortunately,your plumber refused to provide proof of purchase, a requirement for our warranty, before disconnecting the call.
  

  To consider a claim, we will need proof of purchase for the repair parts.
  
  Please do not hesitate to reach out if you have any further questions. We appreciate your business and look forward to hearing from you.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  
  

• Initial Complaint

  Date:03/07/2023

  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.

  I completely remodeled my entire bathroom (September 2018) and replaced sink and shower with Delta faucets. I have them throughout my home as they carry a lifetime limited warranty (So I thought ) The Left (hot water) bathroom faucet Model (#*****LF) handle finish started peeling. The rest of the faucet is completely perfect. I have pictures to prove that. I contacted the company and they sent me a set of handles that are not compatible with the faucet. ( I had to hire a plumber to change them but when he arrived he explained they were not compatible with my faucet). I called customer service***************) and they told me that the faucet is discontinued and they can't do anything except offer me a 25% discount on a new faucet and it had to be purchased from them directly.. How is that a valid lifetime warranty ? The last time I had a problem with a Delta faucet in my kitchen it was replaced with a complete new faucet as that item was was discontinued also. Incidentally, there 25% off price was higher than the item sells for at ******. Bottom line is now they want me to purchase a highly over priced faucet and again pay a plumber to reinstall them. This is not a good faith warranty they are offering. They warranty is not being upheld and that is unfair to me and other consumers. They are one of the highest priced faucets you can buy and I expect them to stand by their warranty as they have in the past.

  

  Business Response

  Date: 03/10/2023

  Dear ******,

  
  Thank you for contacting the Better Business Bureau regarding your Windemere bathroom faucet.

  
  Please accept our sincere apology for the difficulties you have experienced.It appears that the replacement handles you received were ordered and delivered in July 2021. Unfortunately, as mentioned at the time of the initial call, our Windemere model was discontinued, and handle bases were not available for replacement. In reviewing the photos that you provided us, our **************** team determined that the finish damage was due to corrosion, which is not covered under our lifetime limited warranty. As a courtesy, we offered an appropriate discount off our list price. Authorized Delta Faucet retailers determine their own pricing.

  
  Attached are the complete details of our Limited Lifetime Warranty, including what circumstances are covered. Please do not hesitate to reach out if you have any further questions. We appreciate your business and look forward to hearing from you.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  
  Dear Delta, I am extremely disappointed in your response to my problem. First and  foremost this is not corrosion on the hot faucet handle. It is peeling which indicates a problem with the finish.Tell me why one faucet handle is peeling and the rest of the parts of the faucet are perfect. Obviously this hot faucet handle was not finished properly or it would not have peeled. In your response to me you highlighted electrical parts are not  covered under warranty. There is absolutely nothing electrical involved here. (Please refer to PDF sent with your response). You already started a warranty return on this faucet and apparently want to reverse your decision. I have had the incorrect faucet handles in my possession since July of 21, yes, but I  told my plumber it was not an emergency to replace the handle. I am a senior citizen and Im unable to fix it myself so therefore I was at his mercy. Your company is the one who should be embarrassed and sorry for sending me a part that is not compatible to my faucet. . ( I incurred an expense of having to pay a plumber because of your company sending me the wrong parts ) You are not complying with your own warranty. How do you offer a lifetime limited warranty if you dont have the faucet that I purchased. YOU OFFER A COMPATIBLE FAUCET, Thats how you do it. I have multiple pictures to prove that the rest of the faucet is perfect. I have receipts for the purchase and have the warranty info as well. I am willing to send you any info or pictures that you require. I remodeled my complete bathroom and I have receipts for that also. I shouldnt have to repay for faucets that are already in the warranty process. Of course, Ill have to pay a plumber again also. If you dont plan on honoring your warranty then dont have one. This is fraud against the consumer. I would like to have this issue resolved with your company sending me either compatible faucet handles or a completely new set of faucets that are compatible. How am I to believe you dont have this faucet or parts available when the retailer Lowes is still selling it??????Years ago I had a problem with a Delta  faucet and the whole faucet was replaced. Stick by your warranty please. Thank You. ***************************

  Addendum to original response 
  
  Incidentally the warranty info notes that the finish of the faucets are warranted. I am a senior and I read the warranty that you sent in a PDF. It does not even mention corrosion. How can you address that in your answer if thats not mentioned in the warranty???? Mine is peeling not corroding. 

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

  
  

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Dear Delta, I am extremely disappointed in your response to my problem. First and  foremost this is not corrosion on the hot faucet handle. It is peeling which indicates a problem with the finish.Tell me why one faucet handle is peeling and the rest of the parts of the faucet are perfect. Obviously this hot faucet handle was not finished properly or it would not have peeled. In your response to me you highlighted electrical parts are not  covered under warranty. There is absolutely nothing electrical involved here. (Please refer to PDF sent with your response). You already started a warranty return on this faucet and apparently want to reverse your decision. I have had the incorrect faucet handles in my possession since July of 21, yes, but I  told my plumber it was not an emergency to replace the handle. I am a senior citizen and Im unable to fix it myself so therefore I was at his mercy. Your company is the one who should be embarrassed and sorry for sending me a part that is not compatible to my faucet. . ( I incurred an expense of having to pay a plumber because of your company sending me the wrong parts ) You are not complying with your own warranty. How do you offer a lifetime limited warranty if you dont have the faucet that I purchased. YOU OFFER A COMPATIBLE FAUCET, Thats how you do it. I have multiple pictures to prove that the rest of the faucet is perfect. I have receipts for the purchase and have the warranty info as well. I am willing to send you any info or pictures that you require. I remodeled my complete bathroom and I have receipts for that also. I shouldnt have to repay for faucets that are already in the warranty process. Of course, Ill have to pay a plumber again also. If you dont plan on honoring your warranty then dont have one. This is fraud against the consumer. I would like to have this issue resolved with your company sending me either compatible faucet handles or a completely new set of faucets that are compatible. How am I to believe you dont have this faucet or parts available when the retailer Lowes is still selling it??????Years ago I had a problem with a Delta  faucet and the whole faucet was replaced. Stick by your warranty please. Thank You. ***************************

  Addendum to original response 
  
  Incidentally the warranty info notes that the finish of the faucets are warranted. I am a senior and I read the warranty that you sent in a PDF. It does not even mention corrosion. How can you address that in your answer if thats not mentioned in the warranty???? Mine is peeling not corroding. 

  
  

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

  
  

  

  Business Response

  Date: 03/24/2023

  Dear ******,

  
  Thank you for your reply. The issue that youre experiencing is not covered under the Limited Lifetime Warranty, however, as a one time courtesy, we are happy to offer you reimbursement on a replacement faucet. As you mentioned, Delta Faucet no longer has the Windemere model in our inventory,but it can be found at several of our authorized retailers. If you would like to purchase the faucet from your local Lowes (or a different authorized retailer), and provide us with a copy of the sales receipt, we will refund you the cost of the replacement. Below is a link to the retailers who carry the Windemere model.
  

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

  Please do not hesitate to reach out if you have any further questions. We appreciate your business and look forward to hearing from you.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:03/04/2023

  Type:Product 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.

  Quantity (2): Installed model T3568LF-BLWL a year ago. The faucets leaks underneath the spout and it's a huge inconvenience since it drips all over our countertop. We complained to Delta and they offered us 50% off of another product which had great reviews (Model T3599LF) compared to the first one installed. My complaint is that Delta should replace the new product free of charge since this is an ongoing issue with a flaw in their design. I'd like to add that ******** Plumbing Supply offered the new product for a much lower list price than Delta and Delta wouldn't price match to ***** us the 50% at the lower price. We would like for Delta to realize that model T3568LF-BLWL is poorly designed and discontinue the product so other people aren't affected as well as receive a refund of $845.85. You can copy and paste the following link into your browser for reference to the poor reviews from the Delta website on the model with the issue: ***********************************************************************************************

  

  Business Response

  Date: 03/10/2023

  Dear Syntha,

  
  Thank you for contacting the Better Business Bureau regarding your Ara bathroom faucet.

  Please accept our sincere apology for the difficulties you have experienced. Upon reviewing the video you provided, our **************** team determined that your faucet rough-in may have been installed at an angle, as water should not run beneath the spout. This would not be considered a defect.  As a courtesy, we offered an appropriate discount off our list price of the model of your choosing. Authorized Delta Faucet retailers determine their own pricing.

  
  Attached are the complete details of our Limited Lifetime Warranty,including what circumstances are covered. Please do not hesitate to reach out if you have any further questions. We appreciate your business and look forward to hearing from you.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

• Initial Complaint

  Date:03/03/2023

  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.

  I purchased a new build townhome in 2019 as the original owner. The bathrooms had Delta Lahara faucets installed. I recently discovered one of the faucets appeared to be leaking under the cabinet. I contacted a plumber who came and confirmed the leak and stated I needed a new faucet as the leak was a result of bad internal components in the faucet. He advised me there would be a lifetime warranty on the product. I called Delta customer service and was told they were aware of the leak issues and to try a repair kit they would send out. They appeared hesitant the repair would work. My plumber advised me the parts would not work. I then purchased a new Lahara faucet for approximately $100 through ********** and paid another $150.00 to have installed. To be equitable, I am asking to be repaid for the faucet and I will pay for the plumber. I emailed customer service this information and received no reply.Thank you for your assistance in this matter.***

  

  Business Response

  Date: 03/10/2023

  Dear ***,

  
  Thank you for contacting the Better Business Bureau regarding your Lahara bathroom faucet.

  
  Please accept our sincere apology for the difficulties you have experienced. The Delta Faucet Limited Lifetime Warranty dictates that we will repair or replace, free of charge, during the applicable warranty period,any part or finish that proves defective in materials or workmanship under standard installation, use, and service. To consider a refund, we will need a copy of both the purchase receipt for your original faucet and the newly purchased replacement.
  
  Attached are the complete details of our Limited Lifetime Warranty, including what circumstances are covered. Please do not hesitate to reach out if you have any further questions. We appreciate your business and look forward to hearing from you.
  
  Thank you,
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/20/2023

  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 have purchased a delta touch faucet on January 2022. The touch feature stopped functioning after a few months - I have been in contact with Delta customer service and tried to trouble shoot the issue 3 times over several months. Delta sent 2 new solenoids and a spacer that I installed but did not resolve the issue. The issue has nothing to do with my sink or the installation as: it worked properly for a few months - the touch features works on the base of the unit but not the spout. Delta refuses to honor their warranty and is proposing that I use the faucet without the touch feature?!?Customer service ******** We had 17 emails on the subject since Dec 2022 to no avail.I am asking them to replace or refund the unit.

  

  Business Response

  Date: 02/22/2023

  Hello *******,
  Thank you for reaching out to the BBB regarding the issue youre having with your Touch2O single handle pull down kitchen faucet.
  Please accept our sincere apology for the inconvenience you have and are experiencing with this faucet.
  After reviewing all the trouble shooting that has been done with our agents and sending the new solenoids that have not worked for you as well. We will be replacing the faucet and sending you a call tag to have this faucet sent back here for testing.
  If you should have any further questions let me know by replying to my email address below.
  We do appreciate you and your business and look forward to hearing from you!
  Thank you.
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

• Initial Complaint

  Date:02/17/2023

  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.

  Delta claims to have a lifetime warranty. Unfortunately, when I needed to use the warranty they put me through a HUGE bureaucracy. And made unreasonable demands. The rep on the phone was rude, unprofessional and spoke with arrogance. And on top of all unhelpful. When I asked for his name he refused to answer and clicked the phone off. I have dealt with delta in the past, it used to be a great experience. Seems that over the years they deteriorated. There is no point for me in taking their warranty into consideration when purchasing in the future.

  

  Business Response

  Date: 02/21/2023

  Dear ******,
  Thank you for reaching out to the BBB regarding your having with an issue with your Delta Faucet Company shower unit.
  Please accept our sincere apology for the inconvenience you have and are experiencing with your shower faucet.
  After review of the phone call with our warranty agents.
  We will be sending you out a new cartridge for your unit along with a new handle.
  The phone call was reviewed here,and we have passed along the call to the Leadership team for this agent to be reviewed with as to why they decided to manage this call the way they did. This is not how we normally manage our consumer warranty calls.
  If you should have any further questions let me know.
  We do appreciate you and your business and look forward to hearing from you.
  Thank you.
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

• Initial Complaint

  Date:02/15/2023

  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.

  We bought a new home in May of 2013. It had Delta Faucets in the home when we purchased it. They are to have a lifetime warranty. Our Kitchen Faucet started Leaking and we called a plumber and he arrived on Feb 13, 2023 he tried numerous things including installing a new Delta Cartridge nothing worked it still leaked the plumber said the faucet was leaking internally. I got the warranty phone number and called Delta, The First Gentleman I talked to was polite but I didn't get anywhere. He wanted to send me a new Delta Cartridge and have the plumber come back out and install the new cartridge. I explained that he just did the exact same thing., He insisted I have to have a plumber install the new cartridge they said. I asked if they were going to paty the $150 for a plumber to replace the same cartridge that I just watched him replace. He said absolutely not so I asked to speak to a supervisor and he transferred me to a supervisor. Right off the bat she was very inconsiderate and rude. I explained everything to her again and she told me to pay the plumber to replace the cartridge or I can have him take the faucet off and send it to them and they will look at it and decide what to to do. I asked her what I am supposed to do for water in our kitchen with no faucet for a month? She said that's not her problem. I said Thank you but I will throw it in the trash and buy a **** Faucet and never buy another Delta product. She said have a nice day and hung up on me.The plumber told me the last year and a half Delta does NOT want to stand behind their warranty's. 2 or 3 years ago they would have sent out a new faucet immediately. They should be forced to stand behind their warranties and not expect a customer to go without a ********************************************* for a month. We are getting a new kitchen faucet installed as I am writing this from a different manufacturer, **** Thank You

  

  Business Response

  Date: 02/16/2023

  Hi ****,
  Thank you for reaching out to the BBB regarding your issue with your ****-DST kitchen faucet leaking.
  Please accept our sincere apology for the inconvenience you have and are experiencing with this kitchen faucet.
  Attached you will find our lifetime limited warranty and what is covered and not covered by this warranty.
  We will not be able to refund you anything towards a different manufacture purchased faucet if you replace this DFC branded with one. We can refund you for the original purchase of this DFC branded faucet with a copy of the original receipt.
  If you should like us to replace your faucet as a one-time customer courtesy with the same model ******************************* we would be happy to do so.
  These are your options for us to help make this situation right for you our end consumer.
  Please let me know which option you will be choosing so that we can move forward with your resolution.
  If you should have further questions let me know directly by my email below.
  We appreciate you and your business and look forward to hearing from you. 
  Thank you.
  *****************
  Senior ***************** Specialist
  Delta Faucet Company
  ****************************************************

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************