CASTALIAN SPRINGS, Tenn. (WTVF) — A defect in a bottle of Lysol toilet bowl cleaner left a Castalian Springs woman with hundreds of dollars in countertop damage — and a dispute with the product's parent company over how to fix it.
Debbie Shrum says the cap on the Lysol toilet bowl cleaner she purchased from Walmart arrived damaged. She didn't notice the leak right away, and the corrosive cleaner sat on her Formica countertop overnight, damaging the surface and leaving bumps across two of the three sections in her kitchen.
"It was just dripping out of the hole although it was all turned off," Shrum said.
Walmart attributed the damaged cap to a manufacturing defect and connected Shrum with Reckitt, Lysol's parent company, to resolve the damage claim.
Reckitt's Consumer Relations team opened an investigation and worked with Shrum to assess the damage. She submitted two repair estimates. Local contractors told her they could not find an exact match for her 1980s-era Formica countertop and recommended a full replacement, which came in at approximately $3,000.
"You can't sand Formica down and make it shiny like you can stone," Shrum said.
But that detail seems to have gotten lost in the process. Reckitt proposed a $1,400 repair based on an estimate it obtained — but Shrum says that estimate was for an onyx countertop, not Formica. She says she was told it was her only option for compensation.
"I just want my counters fixed. I don't want a whole new kitchen. That's not my goal," Shrum said.
In a statement, a Reckitt corporate spokesperson said the company reviewed the matter carefully and determined the damage was limited to a small area that was repairable.
"To support our evaluation, an independent repair estimate was obtained, and we offered compensation equal to 100% of the estimated repair cost," the spokesperson said. "The consumer was not required to use any specific contractor, and the offered amount could be applied toward a resolution of their choosing."
Originally, the company said it believes its offer is fair, while acknowledging Shrum's preference for a full replacement.
"While we understand the consumer's preference for full countertop replacement, our compensation offer was based on the scope of the reported damage and the cost to restore the affected area," the spokesperson said. "We believe the offer represents a fair and reasonable resolution and remain committed to addressing concerns in a consistent and responsible manner."
Shrum disagreed and said the mismatch between the estimated material and her actual countertop makes the offer unworkable.
"I don't want my kitchen torn apart. But I don't have a choice at this point," she said.
After I talked with Lysol, the company acknowledged it hadn't understood the countertop was Formica. I asked if Shrum's case could be reopened. Lysol said it would reconsider if she provides proof the countertop is Formica or evidence that repairing it isn't an option.
NewsChannel 5 is continuing to work with Reckitt and Shrum on a resolution.
Consumers who find themselves in similar disputes have options. The Tennessee Attorney General's Office, through its Consumer Affairs division, has specialists who can facilitate mediation between consumers and companies. The goal of the process is not to resolve the dispute outright, but to open lines of communication. The process typically runs about 90 days, after which consumers may choose to pursue the matter in court.
One complaint may not lead to immediate change, but a pattern of complaints can trigger a formal investigation by the Attorney General's Office.
This story was reported on-air by a journalist and has been converted to this platform with the assistance of AI. Our editorial team verifies all reporting on all platforms for fairness and accuracy.
