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Business Profile

Brass

Compleat Baldwin Brass Center (The)

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Baldwin Bethpage door handle set from this company on September 26, 2022 for $464.75 (Order No. **********). Invoice is attached.I received the item at the end of October, 2022.The handle set was broken. First, we had to call a professional locksmith to fix the outside cylinder as the one supplied was missing pins within. The cost to repair and install the outside cylinder was $330 (invoice attached). We had no choice but to call a locksmith at 8:30pm to fix the outside cylinder as Baldwin was closed at the time we called and could not wait for a new one due to being unable to lock our door. Once Baldwin headquarters (the supplier, not Baldwin Brass Center) supplied us with a new cylinder, we had to call the same locksmith out to replace the new deadbolt which cost $190 (invoice attached).The handle still did not lock properly, as evidenced by the video we sent to Baldwin Brass Center (unable to attach that format here but can provide by email if need be).We reached out to Baldwin's manufacturer who advised that we contact Baldwin Brass Center. For two and a half weeks, we endeavored to resolve the issue with Baldwin Brass Center and were either ignored or told to wait indefinitely. The last correspondence was on 11/7/22 from *****, the General Manager, who said he would contact us that day. We never heard back, despite following up.We require a $520 reimbursement in unnecessary locksmith fees, and at minimum a partial reimbursement for the $464.75 defective handle set if we keep it OR in the alternative reimbursement for the locksmith fees, plus a new handle set that works, plus the locksmith fees associated with installing the new handle set should one be provided.We have also disputed the charge with our credit card company for the defective handle that was provided.

Compleat Baldwin Brass Center (The) is NOT a BBB Accredited Business.

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