Flo Lithium-Ion Battery Backup Product Safety Recall
We have discovered a safety issue in the Flo Smart Water Monitor Battery Backups, Model 920-001. The issue only affects the 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 3 instances, the Flo Smart Water Monitor Battery Backup overheated and caught fire. We have decided to recall the affected model and have notified the Australian Competition & Consumer Commission (ACCC) and the Electrical Regulatory Authorities Council (ERAC) of the 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:
- Unplug the power adapter from the electrical outlet.
- Unplug the Battery Backup from the Flo Smart Water Monitor and Shutoff and the power adapter.
- 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.
- 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 Process
- Consumers who own a Flo Smart Water Monitor Battery Backup should stop using the Battery Backup and UNPLUG IT.
- Disconnect the Flo Smart Water Monitor Battery Backup from the wall.
- Disconnect the Flo Smart Water Monitor Battery Backup from the Flo Smart Water Monitor and Shutoff device.
- AFTER the unit is unplugged, permanently disable the Battery Backup unit by cutting the shorter cord (connection to Power Adapter).
- 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.
- NOTE: We recommend using either side cutters or a strong pair of kitchen shears.
- 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.
- Dispose of the unit in accordance with applicable laws for the disposal of lithium-ion batteries in your local area. Lithium-ion batteries should not be placed into household waste bins or recycling bins, as they can cause fires during waste collection, transportation, handling, and processing.
- Connect the Flo Smart Water Monitor and Shutoff directly to the wall to restore power.
- To obtain your refund, please contact Moen at +61 2 8458 3035. 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. You must also provide a receipt or other proof of purchase stating the purchase price and details of the account to which you would like the refund to be paid.
- Once Moen receives your refund request with supporting pictures, your refund request in the form of an electronic funds transfer will be processed within 8-12 weeks
Consumer Contact:
Please call Moen Smart Water Support at +61 2 8458 3035.
Note: The battery must be disposed of in accordance with your local requirements for disposing of lithium batteries [recyclingnearyou.com.au]. Do not throw the battery in the rubbish, home recycling, or recycling boxes found at retail and home improvement stores, as this is a fire hazard.
Collection Notice
Moen is required to collect your personal information in order to process your refund request. This includes verifying your identity, confirming your purchase, and facilitating the refund transaction. We may share your personal information with relevant third parties, including outside Australia, such as payment processors or financial institutions, to facilitate the refund process. Further information about the collection, use, or disclosure of your personal information is available in our Privacy Policy.
Frequently Asked Questions
We have discovered a safety issue in the Flo Smart Water Monitor Battery Backups, Model 920-001. The issue only affects the 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 3 instances, the Flo Smart Water Monitor Battery Backup overheated and caught fire. We have decided to recall the affected model and have notified the Australian Competition & Consumer Commission (ACCC) and the Electrical Regulatory Authorities Council (ERAC) of the recall.
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 associated with these failures. Minor property damage has been reported.
Only the Flo Smart Water Monitor Battery Backup, Model 920-001, is included in the scope of the recall.
No, only the Flo Smart Water Monitor Battery Backup, Model 920-001.
The Flo Smart Water Monitor Battery Backup is no longer being distributed by Moen or Water Secure Co. Our records indicate these units were sold through an Australian supplier of this product, Water Secure Co (watersecureco.com.au) between September 2020 and May 2023.
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.
You should follow the instructions at https://www.moen.com/product-safety-recalls/flo-lithium-ion-battery-backup-model-920-001-australia to disconnect and disable your Battery Backup and submit a request for a refund. Alternatively, under the Australian Consumer Law, you are entitled to return the Battery Backup to the supplier with proof of purchase. However, we recommend that you only do this if you can ensure safe transportation of the Battery Backup.
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.
Once Moen receives your refund request with supporting pictures and proof of purchase, your refund request in the form of an electronic funds transfer will be processed within 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 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 process your refund as quickly as possible.
Batteries must be disposed of in accordance with your local requirements for disposing of lithium batteries. Do not throw the Battery in the rubbish, home recycling, or recycling boxes found at retail and home improvement stores as this is a fire hazard.
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”.
