ComplaintsforBio Bidet by Bemis

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I believe this business takes advantage of the regulations around hygiene products in order to refuse refunds. I got the Slim Three Bidet Seat for a standard, two-piece toilet with a round seat. I measured the dimensions of my toilet, which completely met the compatibility guidelines laid out on their website. I should have even had an extra inch of room for adjustment. When installed, the product was too big for the seat, even though all of my measurements were correct. I sent them an email asking for an exchange/refund and included photos of the toilet with measuring tape for reference. They said no units would fit with my toilet due to the "curve." On their website, they have photos of acceptable toilets that have very similar curves to mine, and mention nothing about curves (other than a French Curve) effecting the fit of the product. Even if my toilet tank was completely flat, and as deep as the deepest part of its curve, I still should have had an inch more than the 1.5" of space minimum they said is required on their website. In our email exchange, they said "If the toilet has any curved features, we cant guarantee a perfect fit. While some curves are acceptable, the angle of your curve makes it incompatible with our product. We would not be able to return the unit. Bidet seats that have been installed or used are non-refundable. This is due to governmental regulations pertaining to personal hygiene products. Bio Bidet cannot accept product returns if the installation hardware kit has been opened, water has been run through it, or if other signs of use are detected."I needed to install the seat fully before seeing that the fit was wrong. So I cannot return it.They don't show the round version of the seat on their website, or how it fits. This leads me to believe that they know it fits wrong, and continue to sell it knowing the customer will not be able to return it once installed. I cannot find a photo online of the round seat fitting properly.

  Business response

  09/26/2024

  Please see attached.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a Bemis bio-bidet 2000 on July 12, 2023. The seat was not working, and I asked Bemis for instructions on how to fix it since I didn't have a manual at the time. However, due to hip surgery I cannot get on the floor to fix it. Bemis informed me that they can't send someone to fix it. Their solution was to remove the seat and send it to them for repair. I can't do that either. Nor do I want to since I could end up damaging the unit and voiding the warranty. Bemis says that the product has a 3 year warranty. I would like to have the unit repaired or replaced by Bemis since it is still under warranty.

  Business response

  08/27/2024

  Please see attached. 

  Customer response

  08/27/2024

   
  Complaint: 22155386
  
  I am rejecting this response because:  Bemis ignores the fact that I am recovering from hip surgery and can't remove the seat and send it to them for repair.  I said I would send it once I am able to do so.  
  
  Sincerely,
  
  *************************

  Business response

  08/28/2024

  Consumer was contacted to let them know that since the troubleshooting didn't correct the issue, this unit would have to come in for repair. 

  Customer response

  10/28/2024

  Complaint: 22155386
  
  I am rejecting this response because: I request that the above subject complaint be reopened. I do not feel that Bemis is being transparent with me. I know that the toilet seat was in the repair shop because one of the technicians contacted me. The representative informs me that it works and sent me a video of water coming out but does not mention that it was repaired. The insinuation is that there was never a problem. A handyman saw a problem so I know that I did not imagine that it worked occasionally. Now Bemis tells me that movement will cause the unit not to work. I would like a new one or a guarantee that if the present one continues to give trouble, that Bemis will cover the cost of returning it to them. They are not covering my costs for the work of a handyman or postage and insurance costs. Bemis says that they guarantee only repairs.
   
  Sincerely,
  
  ***** Dacosta  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a question about obtaining parts for a 3 year old Flow faucet in bronze which was purchased at ********** in October of 2020. I tried calling their phone but they have message staying they are only offering chat and email which takes 4 to 5 days to receive a response. When I went back to try and use the chat method, the chat link is inop. They are clearly far understaffed and making it the problem of customers who purchased their products. Pretty unacceptable.

  Business response

  07/24/2024

  To whom it may concern

   

  RE: 22023611

   

  This correspondence is in response to the complaint id: 22023611, dated July 22nd ,2024.

   

  Upon receipt of your inquiry the matter was investigated. Based on this investigation we consider this matter resolved. If you have any follow up questions, please contact me at, (***********************************************)

   

  Sincerely,

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

  Customer response

  07/25/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Seat cracked on a bidet.I called them and was told a seat replacement would be sent. It has been 7 months and I was told by a new seat or wait indefinitely for a seat.This seems like a bait and switch. They offered a product with a warranty and then say oh yeah we're not doing that and just but another one. Very frustrating. If they stopped making parts before the warranty even ended give me a new elongated similar bidet. Waiting forever seems unfair.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Bio Bidet's customer support regarding the replacement of a safety clip for the Flow Single-Handle Pull-Down Sprayer Kitchen Faucet with Motion Sensor. I was subsequently advised that "not having that clip will not affect the functionality of the faucet." I was a little taken back by that statement because the installation manual clearly shows that the safety clip is intended to be used with the safety plug - and it was the safety plug that had initially failed resulting in its ejection from the water regulator's black box, loss of the safety clip and flooding under my kitchen sink. I had thought that replacement of the safety clip would have fixed the problem when I had contacted customer support only to learn that it was the failured of the safety plug/black box that was at fault. Consequently, I asked for a warranty coverage but was advised that it does not cover the loss of the safety clip? I clarified that it was the failure of the safety plug/black box that resulted in my inability to find the safety clip when the safety plug was ejected from the force of the water and subsequently should be covered under the warranty. My complaint is that customer support has since stopped responding to my emails and I feel that they are ignoring and thereby refusing to replace the safety plub/black box under the terms of their warranty. Consequently, I am seeking a replacement of the black box ASAP.

  Business response

  07/19/2024

  Upon receipt of your inquiry the matter was investigated. The item in question was replaced. Based on this investigation we consider this matter resolved. If you have any follow up questions, please contact me at, (***********************************************)
   
  Sincerely,
  *******************

  Customer response

  07/19/2024

   
  Complaint: 21980093
  
  I am rejecting this response because:

  Customer support sent a redundant replacement safety clip in instead of the required safety plug/black box replacement.  Please note that the company themselves admitted the safety clip does, 'not affect the functionality of the faucet'.  Consequently, per their subsequent request, I have also sent a video clip showing how the safety plug ejects from the black box when the faucet is opened and I continue to seek a warranty claim replacement.  As of today have not received any additional communication from them on this matter.  

  
  Sincerely,
  
  *************************

  Business response

  07/24/2024

  To whom it may concern

   

  RE: 21980093

   

  This correspondence is in response to the complaint id: 21980093, dated July 12th  ,2024.

   

  Upon receipt of your inquiry the matter was investigated. Based on this investigation we consider this matter resolved. If you have any follow up questions, please contact me at, (***********************************************)

   

  Sincerely,

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my deep frustration and disappointment with the BioBidet 2000, which I purchased just four months ago. Within this short period, I have had to file warranty claims twice due to product quality issues. Most recently, the bidet seat dispensed only cold water and displayed an error code, rendering it unusable. While I understand that the customer service agent could not offer a replacement due to company policy, this situation is unacceptable for a product priced at over $400. I invested in the BioBidet 2000 expecting a high-quality, reliable product, and this experience has been anything but that. The frequent issues and lack of resolution are extremely frustrating and inconvenient. I urge you to take immediate action to address these concerns, including offering a replacement or a satisfactory resolution. I hope that BioBidet values its customers and stands by the quality of its products. Thank you for your prompt attention to this matte

  Business response

  07/24/2024

  This correspondence is in response to the complaint id: ********, dated July 8th ,2024.
   
  Upon receipt of your inquiry the matter was investigated. Based on this investigation we consider this matter resolved. If you have any follow up questions, please contact me at, (***********************************************)
   
  Sincerely,
  *******************
  

  
  

  Customer response

  07/24/2024

   
  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.
  
  Sincerely,
  
  ***************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a disabled military veteran and a stage IV cancer survivor. 9/21/2021 purchased this Bio Bidet toilet seat. I subsequently had to coordinate with Bio Bidet and return this malfunctioning/defective unit 1/11/2024 (at my own expense) for repair ( order #: ******). This unit was repaired and the return was initiated on 1/22/2024. This left me without use of this toilet (no toilet seat) during this process. A few days ago, this Bio Bidet toilet seat started malfunctioning again. Today I phoned Bio Bidet again about this same Bio Bidet toilet seat malfunctioning again; same symptoms. This time, I was offered a courtesy standard toilet seat (order #: ******) without any bidet features. I am very disappointed as it seems after six months of normal use, I have to go through this process for a second time. Not only losing the use of this bidet seat during this process including shipping this seat back, but waiting another two week without the bidet seat for the repaired seat to be returned again. I do not need a bidet seat to work for 10 out of 12 months. For this much money (as compared to other available similar products). I would expect better.

  Business response

  06/27/2024

  To whom it may concern
  
  RE: 21861614
  
  This correspondence is in response to the complaint id: ********, dated June 17th ,2024.
  
  Upon receipt of your inquiry the matter was investigated. We are continuing to work with the consumer to see how to come to an agreement. If you have any follow up questions, please contact me at, (***********************************************)
  
  Sincerely,
  *******************
  Customer Service Manager

  Customer response

  06/28/2024

   
  Complaint: 21861614
  
  I am rejecting this response because:
  
  No action has been taken to resolve the issue.

  Sincerely,
  
  *********************

  Customer response

  07/08/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Product has quite a few design flaws in regard to both the seat and lid hinges. In 2 years, the seat hinges have broken twice, the lid has cracked near the hinge, and the lid hinge eventually failed. Replacement for seat assembly was mailed promptly and installed by me. Lid hinge replacement has been a nightmare. Replacement lid and housing were sent promptly. However, in trying to replace housing, found out that it was not the correct one because the electronic connections did not match. Alerted company and they told me to send it back and that a replacement would be sent. Packed up replacement housing and lid in original packaging and sent it back. Inadvertently left seat damper that I had transferred to new (but wrong) housing screwed into it. A replacement housing (without a lid) was sent to me. Informed them that the lid was sent back to them. They sent another lid. In the meantime, while trying to assemble unit, discovered that I had left the damper in the returned housing. Notified them. Emailed me that a new damper had been sent to me. This was followed by another email, shortly afterwards, asking me to send a picture of the part that I needed. Forwarded a copy of the order confirmation email to that request. Heard nothing about shipment. In the course of this week, have called customer service to get this straightened out. Finally got the damper, the old one, as evident by the residue and dirt on it. But they left out the screws. Tried to get the s**** specs but was only offered a picture. As per usual, the supervisor was out until TUE as opposed to in a meeting last time. On last call had someone tell me that they did not send back the old damper. This is beyond absurd. Bottom line, process that should have been so simple has gotten out of hand. This is not how you do business. Miscommunication was initially blamed as the cause. Sending the old damper without the old screws seems like contempt.

  Business response

  06/28/2024

  To whom it may concern

   

  RE: 21755867

   

  This correspondence is in response to the complaint id: 21755867, dated May 24th ,2024.

   

  Upon receipt of your inquiry the matter was investigated. Based on this investigation we consider this matter resolved. If you have any follow up questions, please contact me at, (***********************************************)

   

  Sincerely,

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

  Customer Service Manager

  Customer response

  06/28/2024

   
  Complaint: 21755867
  
  I am rejecting this response because it means nothing.  They responded to the closing of the case by BBB and not to the complaint itself.
  
  Sincerely,
  
  *********************

  Business response

  07/22/2024

  To whom it may concern

   

  RE: 21755867

   

  This correspondence is in response to the complaint id: 21755867, dated July 17th ,2024.

   

  Upon receipt of your inquiry the matter was investigated, and we have determined that the agents should have asked for pictures to alleviate confusion on both Biobidet and the consumer.

   

  Based on this investigation we consider this matter resolved.

   

  If you have any follow up questions, please contact me at, (***********************************************)

   

  Sincerely,

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

  Customer response

  07/26/2024

   
  Complaint: 21755867
  
  I am rejecting this response because: pictures were sent, emails for clarification were sent.  Agree that the agents were at fault.  It wasn't confusion, it was bad customer service practices which appear to be common according to other complaints posted on line.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a part fall off of my BB-2000 and attempted to get support to put it back on myself, After they determined it was under warranty the issued me a RMA number to ship the unit back to them for repair. I had a family issue so the box and RMA sat in my garage, when I discovered it I went ahead and shipped the unit along with the **** Since it is now passed the warranty they no longer want to honor the original **** Now they want to charge me 1/2 the cost of a new unit instead. The email chain shows not only the chat where I tried to get them to walk me through the repair, but also the issuance of the warranty RMA number.

  Business response

  06/27/2024

  To whom it may concern

   

  RE: 21742256

   

  This correspondence is in response to the complaint id: 21742256, dated May 21st ,2024.

   

  Upon receipt of your inquiry the matter was investigated. Based on this investigation we consider this matter resolved. If you have any follow up questions, please contact me at, (***********************************************)

   

  Sincerely,

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

  Customer Service Manager

  Customer response

  06/28/2024

   
  Complaint: 21742256
  
  I am rejecting this response because:

  
  They have not reached out to me to resolve the issue.  They still have my bidet and are still wanting for  $180 to cover the "warranty" repair.  Until they agree to honor the warranty there is still an issue.  I'm pretty sure since they hav an 'F' rating that will be nothing done.  If their unwillingness to do the right thing is considered "resolved' in their business then so be it. I can move on to other avenues to expose the problem.

  
  Sincerely,
  
  *********************

  Business response

  07/22/2024

  This correspondence is in response to the complaint id: 21742256, dated July 19th ,2024.

   

   Upon receipt of your inquiry the matter was investigated.

   

  Customer was told the ********************** needed to be repaired in June 2023.

   

  Customer sent his ********************** in May of 2024, by this time his warranty was expired.

   

  Based on this investigation we consider this matter resolved.

   

  If you have any follow up questions, please contact me at, (***********************************************).

  
  

  Sincerely,

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

  Customer response

  07/22/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of purchase: 04/08/2024 Amount: $324.00 Shipping cost: $19.78 Issue: The bidet purchased (elongated) was out of stock. Their website didn't state this; a round bidet was sent instead. They swapped the type without informing me and now I have to return it because it won't fit my toilet. They won't pay for shipping despite this being their mistake. The return window is too short to wait for proper resolution from the BBB so I paid for the shipping label. My desired resolution is for them to reimburse the shipping for the return of the product.

  Business response

  04/26/2024

  To whom it may concern

   

  RE: 21561659

   

  This correspondence is in response to the complaint id: 21561659, dated April 11th ,2024.

  Customer response

  04/26/2024

   
  Complaint: 21561659
  
  I am rejecting this response because: it just says "we consider it resolved" with absolutely nothing done on their part to make it right.
  
  Sincerely,
  
  *************************

  Business response

  05/13/2024

  To whom it may concern

   

  RE: 21561659

   

  This correspondence is in response to the complaint id: 21561659, dated April 11th ,2024.

   

  Upon receipt of your inquiry the matter was investigated. There was a refund to the account that is associated with this account on 04/15.  Based on this investigation we consider this matter resolved. If you have any follow up questions, please contact me at, (***********************************************)

   

  Sincerely,

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

  Customer Service Manager

*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. ↩