Baldwin Hardware Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I can't afford to buy another lock at the price that they offered again I am shocked and appalled after being a very loyal customer almost years that they have not honered the product that clearly stated on the purchase boxes that they are lifetime warranty and not in fine print what they had stated s you can see from the photos that was given Product didn't hold up to any warranty Regards, [redacted]

February 27,
*** ***
Revdex.com of Metro Washington DC and Eastern Pennsylvania West North Street Bethlehem, PA 18018-
RE: *** *** ID ***
Dear *** ***:
We are in receipt of your
letter listing *** complaint about the finish on the entrance set she purchasedThere are two finishes shown on the correspondence, one is *** (satin brass and black) and the other is *** (distressed Venetian Bronze)She did email us some pictures and we believe the finish that she has is our *** finish, therefore the product number would be ***Clear coated finishes are warranted for a period of one year on the exterior side and five years on the interior sideWe have enclosed a copy of our warranty for your reviewThis is the same warranty which is supplied with the hardware when it is purchasedOur box does say lifetime warranty on the exterior which refers to the mechanical warrantyOur mechanical warranty applies to all Baldwin products for the life of the product to the original purchaser
Currently we offer three finishes which do have a lifetime warranty on finishThey are our *** (Lifetime polished brass) *** (Lifetime polished nickel) and *** (Lifetime satin nickel)All other finishes are warranted for the time frame noted above except for living finishes which have no warranty at allWe did share this information with *** in some previous correspondence with our office
As a courtesy we are prepared to offer *** the opportunity to upgrade to one of our Lifetime finishesThe current list price of the Landon point lock in one of the Lifetime finishes is $We are prepared to offer *** the opportunity to upgrade to the Lifetime finish of her choice for $This is for the full set and we will absorb the shipping costsUnder the circumstances we believe this is a fair offerThank you for the opportunity to explain our sideWe anticipate that our offer will be acceptable to ***
Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I can't afford to buy another lock at the price that they offered again I am shocked and appalled after being a very loyal customer almost 20 years that they have not honered the product that clearly stated on the purchase boxes that they are lifetime warranty and not in fine print what they had stated s you can see from the photos that was given Product didn't hold up to any warranty
Regards,
[redacted]

Review: when purchased it clearly stated Lifetime warranty ON BOX ITSELF, Now im being told another story I've been trying to get this resolved since last year and am Shocked and applauded on how Baldwin is not standing behind their products. heres what ive told them I also contacted them several times n Didn't get a reply until 2/10/14 when I've been contacting since December 2013. Now they stated today that they won't replace the whole locking system and Keyhole. here is what I wrote them originally-2/8/14 RE: Replacement to be mailed out this is my 4th contact n we still have not received the replacement under YOUR WARRANTY CUSTOMER SERVICE IS COMING UP PAGE UNKNOWN SO PLEASE TAKE CARE OF THIS - Good Day 3 photos attached- product replacements mail out model# [redacted] RH IN COLOR Venetian Bronze N The same color for the DOOR KNOCKER PEEP hole. Lifetime warranty on mechanics and finish - WARRANTY REPLCEMENT ON WHOLE LOCKING system N - please mail me out replacement above model#'s to replace LANDON SATIN BRASS & BLACK - [redacted] SINGLE CYLINDER 2PC HSET W/WAVE LEVER I've lived at the same address for over 20 years I had to replace my door locks N Peep Hole Door Knocker b4 n shouldn't of had to. when we purchase OUR 1ST one with we got bright Brass but seeing over the years that bright brass didn't last without tarnishing within a short period of time, even though we could have we didn't contact u for the replacement at the time n then tried n went with the SATIN BRASS & BLACK Thinking it would not tarnish so fast n last many years especially having a life time warranty even though the 1st one had a Life time warranty as well We thought unlike the first this coloring would last but it didn't..so we r going to go with the Venetian Bronze dark Even though it doesn't go with the rest of our dcor of our house, Venetian Bronze Which it doesn't look like it will change n should last the warranty. so please mail us out model# [redacted] RH IN COLOR Venetian Bronze N The same Color for the DOOR KNOCKER PEDesired Settlement: product replacements mail out model# [redacted] RH IN COLOR Venetian Bronze N The same color for the DOOR KNOCKER PEEP hole. Lifetime warranty on mechanics and finish - WARRANTY REPLCEMENT ON WHOLE LOCKING system N - please mail me out replacement above model#'s to replace LANDON SATIN BRASS & BLACK - [redacted] SINGLE CYLINDER 2PC HSET W/WAVE LEVER I've lived at the same address for over 20 years AND SO THE WARRANTY is for the lifetime of the person living at the same address

Business

Response:

February 27, 2014

**. [redacted]

Revdex.com of Metro Washington DC and Eastern Pennsylvania 50 West North Street Bethlehem, PA 18018-5789

RE: [redacted]. [redacted] ID [redacted]

Dear [redacted]:

We are in receipt of your letter listing [redacted]. [redacted] complaint about the finish on the entrance set she purchased. There are two finishes shown on the correspondence, one is [redacted] (satin brass and black) and the other is [redacted] (distressed Venetian Bronze). She did email us some pictures and we believe the finish that she has is our [redacted] finish, therefore the product number would be [redacted]. Clear coated finishes are warranted for a period of one year on the exterior side and five years on the interior side. We have enclosed a copy of our warranty for your review. This is the same warranty which is supplied with the hardware when it is purchased. Our box does say lifetime warranty on the exterior which refers to the mechanical warranty. Our mechanical warranty applies to all Baldwin products for the life of the product to the original purchaser.

Currently we offer three finishes which do have a lifetime warranty on finish. They are our [redacted] (Lifetime polished brass) [redacted] (Lifetime polished nickel) and [redacted] (Lifetime satin nickel). All other finishes are warranted for the time frame noted above except for living finishes which have no warranty at all. We did share this information with [redacted]. [redacted] in some previous correspondence with our office.

As a courtesy we are prepared to offer [redacted]. [redacted] the opportunity to upgrade to one of our Lifetime finishes. The current list price of the Landon 2 point lock in one of the Lifetime finishes is $600.00. We are prepared to offer [redacted]. [redacted] the opportunity to upgrade to the Lifetime finish of her choice for $243.00. This is for the full set and we will absorb the shipping costs. Under the circumstances we believe this is a fair offer. Thank you for the opportunity to explain our side. We anticipate that our offer will be acceptable to [redacted]. [redacted].

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I can't afford to buy another lock at the price that they offered again I am shocked and appalled after being a very loyal customer almost 20 years that they have not honered the product that clearly stated on the purchase boxes that they are lifetime warranty and not in fine print what they had stated s you can see from the photos that was given Product didn't hold up to any warranty

Regards,

Review: Baldwin sells a line of "lifetime finish" hardware that it claims it will replace if the finish deteriorates. We purchased two Identical sets or entrance hardware (trigger door handle and lock), two deadbolt locks, and one door knocker. The interior hardware was fine, but the exterior hardware developed pits in the finish. I complained to the retailer, [redacted] Hardware, in Philadelphia. [redacted] contacted Baldwin, and Baldwin instructed us to send pictures of the hardware to their Cus[redacted]er Service and committed that they would respond within 48 hours and replace the hardware if it was indeed defective. Two weeks later, Baldwin asks for more pictures and does not respond.

This is the second time we have contacted Baldwin to replace the hardware. We originally contacted Baldwin directly. They asked us to send pictures, which we mailed to Cus[redacted]er Service. Baldwin did not respond at all.

Baldwin's policy seems to delay and ignore until the cus[redacted]er goes away, false advertising at best.

Business

Response:

Dear **. [redacted],

I contacted **. [redacted] regarding the replacement of his products and learned that he contacted you because he did not receive any correspondence from us. We were short handed in the department at the time that his request came in and while we immediately processed his request for replacement hardware we did not contact him to let him know that we were doing so.

I explained the situation to him and apologized for the lack of correspondence but also explained why he did not hear from us in this situation. I provided him with the order number for the replacement hardware which he had not received yet. I believe he is satisfied with our handling of the matter.

Please feel free to contact us if you have any questions.

Sincerely,

Technical Training Manager

[redacted] (phone)

[redacted](fax)

BALDWIN

Spectrum-[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,