Complaints

This profile includes complaints for InSinkErator's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

InSinkErator has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  InSinkErator

  4700 21st Street Racine, WI 53406-5031

• 

  InSinkErator

  5612 95th Ave Kenosha, WI 53144-7800

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:11/20/2023

  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.

  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

  Date:10/19/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:08/29/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:08/14/2023

  Type:Order 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 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

  Date: 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

  Date:05/11/2023

  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.

  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.

• Initial Complaint

  Date:04/06/2023

  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.

  My Evolution Series (quiet) Insinkerator disposal was installed on 4/3 and sounded like a helicopter taking off. Installer checked all and left; I phoned the 800# on box at approx 4:30pm. ***** first/only question was if DW plug had been removed. I couldnt confirm but **** verified pieces from this plug most likely problem. Hed escalate me to a Sr. ******** Specialist to arrange in-home service at my expense unless unit found defective. The call came today at 3:12- 46 hrs later! Meanwhile my installer recalled that seal had been difficult to remove and had broken. He returned to find a small piece that he missed while installing. The unit is operating properly now. Since this is a frequent issue (per ****) WHY hasnt the co.improved the flimsy part to make removal easier or colored it so broken pieces are visible? WHY would it take 46 hours for a Sr. ******** Specialist to call? My trust in the Insinkerator brand is damaged by this unnecessary experience.

  Business Response

  Date: 04/06/2023

  Hi ******,

  This is *** with InSinkErator.  I do apologize for the experience you had with the product and the **************.  We definitely want Consumer's to have a productive interaction with our Agents and have their issue address as quickly as possible.

  In this case, concerning the delay in the Escalation Agent getting back to you, since we did not have a ************************** in your area to address the issue, the Agent needed to reach out to Local Plumbers to find someone that would agree to work with us, if the issue could not be resolved and needed to send someone out.  Typically, we want to have someone available once we reach back out to you.  Unfortunately, at times, we do not get immediate responses from those we reach out to.  That being said, the Agent definitely should have given you a call and kept you aware of the process.  This will be addressed.

  Concerning the knockout plug.  This has been something that we have been working out for some time.  Due to the need to make sure this part never fails if not removed, the plug is actually a molded part of the disposer body that is only removed if a dishwasher is to be connected.  As indicated, once removed it is critical that the parts be removed from the grind chamber.  This is why that step is flagged in the Installation Manual to carefully examine the grind chamber to make sure the plug or it parts are removed.   While not the best method, it has been the best method to ensure that there will never been a leak from this location if a dishwasher is not connected.

  Again, I do apologize that we were not able to address the issue as smoothly as it should have been.  I will definitely follow-up with the ************** on the time it took to reach out to you, and will also pass your comments along concerning your experience with the disposer.  I do appreciate your feedback.

  Sincerely,

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

  Sr. Escalation Support Associate

  Customer Answer

  Date: 04/07/2023

  [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 ********. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:01/03/2023

  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.

  My garbage disposal stop working. It under warranty when I called customer service on 1/2/23. I called back today with the serial number and was told made in 2017 no warranty. I purchased 2022 at ****** off the shelf. If it was old and out of date when I purchased the manufacturer id responsible for the out of date product being sold out of warranty date.

  Business Response

  Date: 01/10/2023

  Consumer submitted two complaints for same issue, in error.  Complaint IDs ******** and ******** reference the same issue.  Providing same response for both.

  
  Called Consumer Concerning their issue. Found Consumer had submitted a registration for her current unit and listed the product as purchased/installed on 9/10/2020. Consumer confirmed that this was the date the unit had been purchased/installed and she had entered the dates of 2021 and 2022 incorrectly on the complaints.
  Clarified and educated the Consumer on our Warranty Policy and informed that the Serial # is only used as a last resort to validate the warranty eligibility when a purchase or installation receipt is not available.  Informed that the Purchase/Installation receipt is the primary method of determining warranty.
  
  Explained to the Consumer that her current unit, Badger 1, is one of our basic models and only carries a one-year warranty.  Based on the information provided, the unit would have gone out of warranty in Sept of 2021.  Consumer felt this was a very poor life span for a disposer.
   
  As a gesture of goodwill, offered to have one of our Factory Authorized Servicers replace the unit at no charge.  Consumer appreciated the offer.  I let the Consumer know that I would have an Agent authorize and instruct the Servicer in her area to order a unit and to schedule a service call with her once they receive the replacement.  Consumer understood.  Emailed the Consumer my Contact Info for any follow-up questions or concerns she may have.