Flo Lithium-Ion Battery Backup Product Safety Recall

We have discovered a potential issue in a small percentage of our Flo Smart Water Monitor Battery Backups, Model 920-001. Note that this involves only the Flo Smart Water Monitor Battery Backup, and not the Flo Smart Water Monitor and Shutoff itself, or any other accessories. The Flo Smart Water Monitor Battery Backup was sold as an optional accessory to the Flo Smart Water Monitor and Shutoff.

Based on information we have gathered to date from our ongoing quality and customer feedback system, in rare instances, the product can overheat, posing a fire hazard. As of April 13, 2023, there have been no reports of injuries or significant property damage associated with these failures.

In an abundance of caution, we have decided to voluntarily recall the affected model in collaboration with the U.S. Consumer Product Safety Commission (CPSC) and Health Canada.

Flo Lithium-Ion Battery Backup Product Safety Recall

Recall Details

Consumers should immediately unplug and stop using their recalled battery backup and contact Moen for instructions to disable their battery backup before disposing of the unit in accordance with applicable laws for the disposal of lithium-ion batteries. To uninstall the Battery Backup and reconnect the Flo Smart Water Monitor and Shutoff to power after removing the Battery Backup:

  1. Unplug the power adapter from the electrical outlet.
  2. Unplug the Battery Backup from the Flo Smart Water Monitor and Shutoff and the power adapter.
  3. Re-connect the power adapter to the Flo Smart Water Monitor and Shutoff and to the electrical outlet to restore power without the Battery Backup. When connecting the power adapter to the Flo Smart Water Monitor and Shutoff, firmly push the power cord into the Flo Smart Water Monitor and Shutoff and then twist and turn until the second ring is completely in the device as shown in the image.
  4. Ensure Flo Smart Water Monitor and Shutoff has power by noting LED lights on the device reactivate and turn to green. Ensure connection with the app is re-established.

NOTE: It could take up to 10 minutes for connection to be restored in app.

Recall Details about the Flo Lithium Ion Battery Backup
The image (Figure 1) shows how the Flo Smart Water Monitor and Shutoff should be connected to the power adapter and electrical outlet without the Battery Backup.
Flo Lithium-Ion Battery Backup, Model 920-001 Dimensions

Recall Process

  1. Consumers who own a Flo Smart Water Monitor Battery Backup should stop using the Battery Backup and UNPLUG IT.
  2. Disconnect the Flo Smart Water Monitor Battery Backup from the wall.
  3. Disconnect the Flo Smart Water Monitor Battery Backup from the Flo Smart Water Monitor and Shutoff device.
  4. AFTER the unit is unplugged, permanently disable the Battery Backup unit by cutting the shorter cord (connection to Power Adapter).
  5. NOTE: Do NOT cord cut while unit is still plugged in. Do NOT cut power adapter cord to the FLO Smart Water Monitor and Shutoff.
  6. NOTE: We recommend using either side cutters or a strong pair of kitchen shears.
  7. Take a picture of the cut cord with the Flo Smart Water Monitor Battery Backup, showing both pieces in the image. Ensure the Serial Number and Manufacturing Date Code are readable in the image. See example image.
  8. Dispose of the unit in accordance with applicable laws for the disposal of lithium-ion batteries.
  9. To request a full refund, complete the web form or contact the Moen Smart Water Support Team toll-free at 844-633-8356. You must provide one or more images containing both ends of the cut cord and the Serial Number and Manufacturing Date Code on the unit.
  10. Once Moen receives your refund request with supporting pictures, your refund request in the form of a check will be mailed to you in 8-12 weeks.
Disconnected Flo Battery Backup

Consumer Contact:

  • Complete the form at the bottom of this web page, OR
  • Please call Moen Smart Water Support toll-free at 844-633-8356, from 8 a.m. to 7 p.m., ET Monday through Friday and from 9:30 a.m. to 6 p.m., ET Saturday

Units: About 10,000 (In addition, about 14 were sold in Canada)

Incidents/Injuries: There have been three reports of backup batteries that have overheated and caught fire. No injuries have been reported but minor property damage has been reported.

Sold at: Lowe’s, The Home Depot and other stores nationwide and online including at Amazon.com from August 2019 through November 2022 for about $250 for the battery.

Manufactured by: Moen Incorporated, of North Olmsted, Ohio

Manufactured in:  China

Note: Recalled lithium-ion batteries should be disposed of in accordance with applicable laws, including following the procedures established by your municipal recycling center for damaged/defective/recalled lithium batteries, because these potentially hazardous batteries must be handled differently than other batteries. Do not throw this recalled battery in the trash. Do not deposit this recalled battery in used battery recycling boxes found at various retail and home improvement stores.

Frequently Asked Questions

We have discovered a potential issue in a small percentage of our Flo Smart Water Monitor Battery Backups, Model 920-001. Note that this involves only the Flo Smart Water Monitor Battery Backup, and not the Flo Smart Water Monitor and Shutoff itself, or any other accessories. The Flo Smart Water Monitor Battery Backup was sold as an optional accessory to the Flo Smart Water Monitor and Shutoff. Based on information we have gathered to date from our ongoing quality and customer feedback system, in rare instances, the product can overheat, posing a fire hazard. In an abundance of caution, we have decided to voluntarily recall the affected model in collaboration with the U.S. Consumer Product Safety Commission (CPSC) and Health Canada.

We take any issue involving the quality or safety of our products very seriously. We identified this issue through our ongoing program of monitoring quality feedback from our customers.

As of April 13, 2023, there have been no reports of injuries or significant property damage associated with these failures.

Only the Flo Smart Water Monitor Battery Backup, Model 920-001, is included in the scope of the voluntary recall.

No, only the Flo Smart Water Monitor Battery Backup, Model 920-001.

The Flo Smart Water Monitor Battery Backup is no longer on the market.  These units were sold to consumers between 30-Aug-2019 and 18-Nov-2022.

We will not be replacing recalled Flo Smart Water Monitor Battery Backups as part of this recall process and do not currently have an alternative battery backup option for sale. Moen is working to develop a new battery backup to support the Flo Smart Water Monitor in the future. The new product is expected to be rated for indoor use.

We are not offering a replacement at this time. You should follow the instructions on this webpage to disconnect and disable your Battery Backup and submit a request for a refund.

Yes.  You should follow the instructions on this webpage to disconnect and disable your Battery Backup and submit a request for a refund.

No.  You should follow the instructions on this webpage to disconnect and disable your Battery Backup and submit a request for a refund.

Yes, the Flo Smart Water Monitor and Shutoff does not turn your water off in the event of a power outage.  Should you wish to turn off the water to your home, Moen recommends you use the Flo by Moen app.  If the power is out (or in case of other emergencies) you may use the green or blue manual knob on the Flo Smart Water Monitor and Shutoff to turn your water on or off.  Please see these instructions for how to use the manual shutoff.

The Flo Smart Water Monitor Battery Backup, model 920-001, is a gray rectangular battery that has the FLO logo printed on the lower right-hand side.  A sticker showing the status of the light on battery is printed on the lower left-hand side as well as model number 920-001. 

This is a separate product from the Flo Smart Water Monitor and Shutoff, which is not part of this recall.

Once Moen receives your refund request with supporting pictures, your refund request in the form of a check will be mailed to you in 8-12 weeks.

No.

No other third-party battery backup devices have been approved for use with the Flo Smart Water Monitor and Shutoff.

Moen is voluntarily recalling all Flo Smart Water Monitor Battery Backup devices due to risk of overheating, which poses a fire hazard. Disabling your Flo Smart Water Monitor Battery Backup is mandatory to receive your refund.  It allows us to verify that the unit cannot be accidentally used or resold and allows us to ship your refund as quickly as possible.

Recalled lithium-ion batteries should be disposed of in accordance with applicable laws for damaged/defective/recalled lithium batteries, because these potentially hazardous batteries must be handled differently than other batteries. Do not throw this recalled battery in the trash. Do not deposit this recalled battery in used battery recycling boxes found at various retail and home improvement stores.

The Serial Number and Manufacturing Date Code is located on the side of the unit.  The label will look like one of two possible formats (shown below).  The Serial Number can be found in the lower right corner next to the “S/N”.  The Manufacturing Date Code can be found in the lower right corner next to the “MFG”.

Text Description automatically generated  Text Description automatically generated with medium confidence

* Required fields

Recall for Battery Backup for Flo Water Monitor

Product Information

Serial Number and the Manufacturing Date Code Images

Upload one or more pictures of the cut cord with the Flo Water Monitor Battery Backup, showing both pieces in the image(s).  Ensure that the device is unplugged before cutting the cord, and that the Serial Number and Manufacturing Date Code are readable in the image(s).

Maximum file size 5MB
Maximum file size 5MB

I hereby verify that the information I have provided is correct, and that I have complied with all requirements of the above-referenced recall for seeking a refund for my Flo Water Monitor Battery Backup ("Battery Backup"), including the disposal of my Battery Backup in accordance with local laws for the disposal of lithium-ion batteries. 

By accepting a refund for my Flo Water Monitor Battery Backup ("Battery Backup") pursuant to the above-referenced recall, I fully and irrevocably release and discharge Moen Inc. and its affiliates, agents, divisions, parents, and subsidiaries, of and from any and all claims, damages, duties, or liabilities of any kind which I now have or may hereafter have arising out of or related to the Battery Backup, including but not limited to any claims for economic loss, property damage, or personal injury.