ComplaintsforWater Pik Inc

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Received a waterpik sonic-fusion 2.0 as a gift from my parents. We were in the process of moving(building a new house)and had to make 2 moves so I opted to keep the product stored until we were settled. I finally get settled and open up my waterpik to start using it. Everything powers on and appears to be charging but nothing is happening when I hit the buttons. I attempt to troubleshoot from the user guide and online. Nothing is working for me. I call the service number listed. I spoke with *****. He walks me through a reset protocol. So obviously this is a known issue. I was told after the reset to allow 4 hours. If it does not work I was to email service with information about my product. I did this because the product is still not working. I was informed that there is nothing this company could do because I do not have the receipt. This was a gift. This is an expensive purchase and I was looking forward to using this but Im so frustrated that this company knows this is an issue but not willing to make this right. I was offered a $5 rebate. Thats ridiculous to the value of this product. Nowhere on this product that I can see gives a warning that storing it would kill it. Never would have stored it if I was aware. My parents are still using our original Waterpik that was purchased 30 years ago when I had braces. I realize things arent made as well nowadays but this is beyond poor service that a brand new product will not work straight from the package. I thought I was protecting it by keeping it in the original package and secure during our transition. Model number sf-03w010-1 Fn 20028981-f ab Serial # *************

  Business response

  11/13/2024

  Hi *****,

  While it is not explicitly stated that we advise against storing any units, I will state that warranty starts on the day of purchase. Without the receipt for the exact date of purchase we go off of the serial number, the team member was going off of this policy. This is why a rebate was offered since the warranty ended over a year ago. I can offer a onetime replacement that will not come with a warranty. We do not advise storing any of our electronic products or battery-operated components, out of any as unprotected areas such as basements, bathrooms, attics, and garages are prone to fluctuating temperatures, and fluctuation in humidity as these elements can pose a risk to product shelf life.

  Customer response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

  Business response

  11/14/2024

  ***** do you mind asking the customer if they have an apartment number? My system was not able to validate. I would like to verify the address before shipping a replacement. 

   

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

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

   

  Kelly 

  Customer response

  11/16/2024

  Better Business Bureau:
  
  

  Response to the question about the address. This is a brand new address just issued from our 911.  Brand new construction.  We will have a marker at the end of the driveway with our address. Hope that helps. If possible I can sign for delivery to confirm receipt  

  1325 is correct.  
  

  Thank you! 
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about water pik flosser units that after a few months just quit working. This is the 3rd unit I've had that just dies. A very nice woman called me today and she tried to walk me through the ridiculously complex process of looking for some number on this unit.Even with a 10x magnifying glass, the only number I found on the unit wasn't the number she was looking for.It's very difficult for me due to health issues to do this but I tried, my neck hurts a lot.After about 20 minutes of trying, I gave up. I expressed my dissatisfaction with this warranty process to her, and I told her goodbye.It is just not worth the hassle.These water pik units work for a few months and then, suddenly, they just stop working.This is the 3rd unit I've had that has done this.I understand you have to find the serial number on the unit, but we tried in two locations and it wasn't there. First we looked where the straw comes down into the water reservoir, then we looked for a sticker on the front of the unit.Then she wanted to send a "virtual assistant" to my phone? I get two-party authentications to my phone, I cannot allow someone I don't know access to my phone, it's just a very bad idea.She then said she was going to send me a picture of ANOTHER location where the serial number might be.That was the final straw. Over 20 minutes on the phone trying over and over to find a serial number in several locations? I paid about $40 for this water pik, which is something I cannot live without, it's important for oral hygiene.But your ridiculous warranty process is just too much for me.And she called me this morning at 8am which is fine, but it woke me up.And this is after I tried the 800 number about 8 times on Monday and Tuesday, and it was always busy.I also tried the 800 number for dental professionals and it was busy as well.You're doing a great job making it so hard for people to claim their warranty that I'll just have to use a different brand of water flosser.

  Business response

  07/18/2024

  Hello *******.

  This customer did the same complaint last Oct. I sent him a unit without a warranty. On a recorded call today he stated he was going to complain for more free things. At this time without a receipt, and without a serial number the unit he is complaining about I sent him. We are not moving forward with any of his claims. 

   

  Business response

  07/18/2024

  Hello ****,

  I am sorry to hear that the unit that you received is no longer working. Our warranty process states in the manual that we would require a receipt. You were sent a onetime courtesy last year under order number CS474961 on 10/10/23 as the original unit purchases warranty had expired in January 2023. Without a dated, itemized receipt showing a new purchase of a Waterpik product we are unable to move forward with any processes.

  Customer response

  07/18/2024

  Complaint: 22008524
  
  I am rejecting this response because: My complaint is not about what they said in their response. The Water Pik device I bought, I have a receipt for it, I just bought it two months ago. I told the woman on phone I could find the receipt if I needed to, it would just take a little doing as I have several credit cards I use. She did not say I needed to have the receipt after I explained that. She continued asking me to look first in one location, then a 2nd location, and then a 3rd location for a number on the unit. Even using a 10x magnifying glass, I could not find the number she wanted. After about 25 minutes on the phone, I gave up. And, also, several times on Monday and then several times on Tuesday I called their customer service number, it was busy. I tried both a land line and a cell phone. It is obvious to me that this company does not really want to adhere to their own warranty by making it very hard to make a claim on the warranty, by not answering their phones, and then calling early in the morning and asking questions on the phone for 25 minutes. Over a ***** item, it is utterly ridiculous. These units only last a few months and then they quit working. I am filing complaints with both State and Federal agencies.
  
  Regards,
  
  *********************

  Business response

  07/18/2024

  While I apologize for the inconvenience, but we would require a receipt or the serial number from the machine in question to start a warranty claim. Page 10 of your warranty for the ***02 states 'Consumer will be required to submit the original purchase receipt as proof of purchase date and if requested, the entire product to support a warranty claim.

  Customer response

  07/18/2024

  Complaint: 22008524
  
  I am rejecting this response because: They deliberately make it difficult to accomplish a warranty claim
  
  Regards,
  
  *********************

  Business response

  07/18/2024

  Hi *******,

  In our system he did this last year he complained about having to do our processes, so we sent him a courtesy unit. We need a copy of the receipt or the serial number to proceed. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a water pik ion at khols about 6 months ago. Soon it began operating on full force causing gym recession. The dial to adjust the water force malfunctioned. A customer representative from the warranty department sent me a new unit. A return shipping label was also provided but she said returning the unit was OPTIONAL. I had already thrown the unit away. The warranty replacement unit stopped turning on only a few months later. I contacted the support team once again. Nevaeh J. has the absolute worst customer service and was entirely UNHELPFUL. I attempted all of his requested trouble shooting steps and gave all of the information requested including a video. Ultimately, he refused to replace the unit, claiming that it was the original unit. He then ordered me to return it back to them! He said it was based on the serial number. Do they all have the same serial number? It’s not the same unit, it’s the replacement! Also, returning the defective unit was optional. Terrible customer service by water pik. I told Nevaeh J., I have bridges and implants so it’s imperative to have a functioning water flosser but that fell on deaf ears. What a little SCAM they have going on. I feel as though they should honor their warranty for as long as the original unit had one. Purchased only 6 months ago, I feel ripped off and upset that they do not live up to their promises! Also, the original unit isn’t actually my first unit, it’s the unit I made a warranty replacement for. Prior to this I had another water pik that I threw in the trash. All in all, 3 units in less than 1 year. I am not willing to spend my hard earned money on new water piks multiple times a year!

  Business response

  06/05/2024

  Hello Sunny! I’m sorry to hear of your recent experience with your Waterpik device but would be happy to elaborate further. As stated in the Warranty section of the instructional manual, “Water Pik, Inc. warrants to the original consumer of this new product that it is free from defects in materials and workmanship for 3 years from the date of purchase. Consumer will be required to submit the original purchase receipt as proof of purchase date and if requested, the entire product, to support a warranty claim.” 
  
  At this time, I have created order number CS527382 containing your replacement unit. This replacement will be coming from Fort Collins, CO with an estimated shipping timeframe of 10-14 business days. This order will be shipped to the address on your BBB form.
  
  To support this claim, we will want your current device returned once you receive your replacement. Attached you will find a merchandise return label that you can print and use on the box the new unit comes in. The old device can be sent back at any USPS location. The return number is RMA19858. Please don’t hesitate to reach out with any questions or concerns. Thank you and have a great day.

  Customer response

  06/05/2024

  Complaint: 21806445
  
  I am rejecting this response because:

  Thank you but you sent it to my OLD address! I gave my new address with the form I completed.  If shipping USPS then it needs to go to my PO Box 1141 St Johns AZ 85936.  If shipping UPS or Fed EX then it needs to go to 1200 W Cleveland St Suite 9 (UPS) St Johns AZ 85936.  I will return the broken unit when a new unit has been delivered to either address.

  
  Regards,
  
  Sunny Stimson

  Business response

  06/06/2024

  Hello Sunny! Order CS527382 is being sent to PO BOX 1141 via USPS. Please let me know if you have any other questions. Thank you and have a great weekend. 

  Customer response

  06/14/2024

  Better Business Bureau:
  
  Please send a QR code for USPS to print a shipping label.  Alternatively, UPS will print a label.  USPS does not print labels unless it’s a scannable QR code.  I do not have access to a printer.  A USPS shipping label could also be mailed to the PO Box.  Thank you. 
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Sunny Stimson

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I RECEIVED THE WATER PIK ON MAY 21. THE BOX IT CAME IN LISTED 4 ITEMS ENCLOSED. 1 WATER FLOSSER, 1 USB CHARGING CABLE, 1 HYDROPULSEUR AND 1 CABLE DE CHARGEMENT USB. THE LAST ITEM LISTED WAS NOT IN THE BOX. I CALLED THE COMPANY THE NEXT DAY, AND THEY SAID THEY STOPPED PUTTING THE CABLE CHARGEMENT IN THE BOX 2 YEARS AGO, TO WHICH I RESPONDED ''THAT'S FALSE ADVERTISING''. THEY SAID I COULD BUY IT FOR $11.00, PLUS SHIPPING, PLUS TAX. THEY WOULD DO NOTHING TO HELP ME GET THE PART EXCEPT TO CHARGE ME FOR IT. WHAT CAN I DO? PLEASE HELP ME . THANK YOU, SANDRA KELMAN

  Business response

  05/21/2024

  Hello Sandra! I'm sorry to hear about your recent purchase but would be happy to assist you with your concerns on the USB wall adapter. In an effort to cut down on electronic waste, our newer units will not include outlet plugs or “bricks”. You are welcome to use a typical third-party brick that is 5 volts and 1 amp. Our packaging does include this statement, "The USB charger is not included in all product configurations". As a onetime courtesy, I have placed order number CS524529 containing a USB Wall Adapter 5 volts 1 amp. It will be coming from our Fort Collins, CO warehouse with an estimated shipping timeframe of 10-14 business days. Please don't hesitate to reach out with any other questions or concerns. I hope you have a wonderful day and thank you for choosing Waterpik.

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Sandra Kelman

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Waterpik at the end of 2022, either from CVS or Waterpik directly. Last night during regular use it would not shut off for nearly an hour. Due to the time customer service was unavailable, so I unscrewed the back and it finally shut off so my family could sleep. When inquiring about warranty as I had registered the product, I was told I voided the warranty when I disassembled it. When I explained the situation and that I had to partially disassemble without access to their customer support, there was no flexibility in the rigid policy. I was told I have to re-purchase a unit to replace my defective one, and was offered a small rebate of $5. I will not be spending additional money to replace a defective unit, this is very disappointing that the unit will not last more than a year or so apparently and customer service is trained not to entertain any potential exemptions to the policy. All I wanted was a replacement of their broken item.

  Business response

  05/15/2024

  Hello Maria! I'm sorry to hear of your recent experience with your Waterpik device. Waterpik's warranty does state that Waterpik will replace at its discretion the product, which in its opinion is defective, provided the product has not been abused, misused, altered or damaged after purchase. However, we can see in your specific situation it was deemed a necessary step for your family. At this time, I have created order number CS523534 containing your replacement Cordless Plus WP-462. It will be sent to the address provided on your BBB form from our Ft. Collins, CO warehouse. The shipping timeframe is 10-14 business days, and you will receive an email with tracking information once it ships out. Please let us know if you have any other questions or concerns. Thank you. 

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Thank you for using the discretion built into your policy to come to this decision. 
  
  Regards,
  
  Maria Nakis

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2024. Dentist recommended water pic sonic fusion. Gave me flyer and said there was a $15 rebate. Sent form in and was denied because Price was not high enough. Needed to be $149.99. I feel this rebate is false advertising and I was misled. I don't believe water pick actually gives rebates. They advertise rebates to get you to buy product. I believe this is false advertising. I called them and all I get is sorry. Very disappointed customer

  Business response

  05/14/2024

  Hello Sandi! I'm sorry to hear of your recent experience with the rebate for your Waterpik Sonic Fusion but would be happy to assist you with this matter. Please note, rebates are offered through a Inmar Rebate Center. There are terms and conditions listed on their rebate forms including price minimums as well as restrictions on already discounted purchases. That said, I would like to offer you an expedient resolution by sending out a 2-pack of White Compact Brush Heads that equate to $24.99 in value. The other option is we can proceed with a refund for the $15 rebate; however, I will need to gather your denial letter and this process can take up to 8-12 weeks. Please let me know which direction you would prefer to proceed and if you have any questions. I look forward to your response and I hope you have a great day. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a new but older model waterpik glosser WP-150 and it was working fine until the motor just stopped working. I only had the machine for about a year now. Waterpik wants you to buy replacement and repair kits but I am a senior and not handy with tools. I just want a functional machine that doesn’t stop working after one year. I did nothing different from any other day. These machines are not designed appropriately for long lasting.

  Business response

  04/02/2024

  Hello Deborah! I'm sorry to hear your WP-150 is not working. Upon further review, the unit was purchased from eBay which is not an authorized seller of our products. Since eBay is a 3rd party seller, we cannot guarantee the condition of the products. However, I would be happy to offer you a one-time courtesy replacement for the inconvenience. If you could please relay your shipping address, I can then assist you further. Thanks, and I hope you have a great day.

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.    I would very much accept a replacment with my thanks.  My shipping address is 23 Autumn Drive, Scotch Plains, NJ 07076l

  Please provide shipping confirmation and if able to, tracking.  Thank you very much.
  
  Regards,
  
  Deborah Kramer

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a water pik from bestbuys in September 2023 it stopped working after a few months I have been trying to get a replacement for months only to get a run around.

  Business response

  02/05/2024

  Hello Linda,

  Based on the records we have there hasn't been any troubleshooting, in order to move forward with a warranty, claim please answer the following questions.

  I am sorry that the flosser is not staying on. 
  
  To your knowledge, was the item accidentally dropped or fully submerged in water?
  Was the item charged for four hours prior to the first use? How frequently was it charged after that?
  Are you certain that the charging brick you are using is compatible with the included charging cord? The charging cord of your flosser will be compatible with any USB charger brick with the following specifications: USB Type-A, Rated Output: 5.0 VDC, 1.0 A.
  Does any part of the charging cord or charging brick appear damaged? If so, can you provide an image?
  Does the charging port cover appear to be damaged?
  
  Does it operate after a 4-hour charge?
  If you remove the tip and reservoir from the power handle and press the power button, does the motor turn on?
  
  This information will be helpful for knowing how I can provide the best solution. 

  Customer response

  02/06/2024

  Complaint: 21246906
  
  I am rejecting this response because:
  
  Regards,
  
  Linda Garcia

  Replacement needed I did all the troubleshooting it does not hold a charge it's defective 

   

  Business response

  02/06/2024

  Hello Linda,
  As no troubleshooting was conducted, not here nor through our team.

  It is hard to pinpoint why your unit stopped working. I can send a replacement but without understanding your daily use or battery routines behind it I cannot guarantee you will get any more longevity out of a replacement. If in the future you experience issues with your machine please contact our customer service department, it will be required to troubleshoot before any more replacements are sent out. 

   

  CS502439 will arrive in 10-14 business days. It is notated in the account replacements require troubleshooting.

  Have a good day. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Regarding Submission 224010024811495 for a $20 Rebate. We received notice that UPD code was not submitted, nor was it original. NOTE: UPC Code, Images of the box with a $20 Rebate and a full itemized receipt from the authorized retailer dentist office (Cherry Creek Family Dentistry) in Denver Colorado in which the Waterpik was purchased WERE PROVIDED. Waterpik needs to simply remit the $20 refund to 453 Cook Street, Denver, CO 80206. S. Ruxsamuang

  Business response

  01/29/2024

  Hello, the third party in Texas must have rejected the submission. Unfortunately, Waterpik does not have access to any of that information. I can offer the $20.00 refund at this time. However, since it is going through a different system the refund will take anywhere from 8-12 weeks to arrive once submitted. Please let me know if you wish to proceed with the rebate refund request. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased a waterpik a few months ago at WalMart. I contacted them to see if they could fine my proof of purchase. I gave them all my cards that I could have used and they could not find it so I am assuming I paid with cash. The agents that I spoke with will not do anything for me since I don't have a receipt. I have only had this for a few months and its crazy that nothing can be done the water pik does not work at all anymore.

  Business response

  01/26/2024

  Hello Mr. Andrew Plush,

  in 2018 you had contacted our team in regard to a wp-360, at that time we sent out a replacement under order number CS19112, the serial number you have provided today matches the one in our system we sent fulfilling your warranty 5 years ago. We will not move forward without a receipt showing the purchase of this model was made in the last year. 

   

  Have a good day. 

  Customer response

  01/26/2024

  Complaint: 21204239
  
  I am rejecting this response because: Weird I have not called you for a replacement I just purchased this unit. 
  
  Regards,
  
  Andrew Plush

*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. ↩