Newport Brass

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Brasstech/Newport Brass has made no offer to resolve this, so there is really nothing to rejectThey have tried to disclaim any responsibility for it based on their warranty policyThis makes no sense whatsoever as obviously this is not a warranty claim for a defective product Instead this is a customer service matter because they delivered their product over one month late with no explanation or apology and directly caused additional construction expenses of $as a result.Their contention that the retailer should be financially responsible for their manufacturing problems is ridiculousMr [redacted] is correct that International Plumbing and Bath did issue a credit towards future purchases of $Unfortunately this is of no use to us as our project is now completeI am still expecting Brasstech/Newport Brass to do the right thing here and cover our costs which were the direct result of their breaking of their delivery time promise Regards, [redacted]

Regarding customer [redacted] *Complaint [redacted] , please note the followingWe have been to the job site with Mr*as promised in our response to his original complaintWe have done all that we can to address his concerns including; providing free replacement parts and labor to address his requestsHowever; as you can see from the attached email sent to us by Mr*on May 17, 2016, he is advising us that his pipes are corroded to the extent his bathroom is not functionalThis is NOT an effect of the product he has, rather, it appears to be the result of the condition of the water in his home, which is something we cannot controlWe responded to this note within hours of his email (attached)We have been exceedingly helpful and accommodating to Mr [redacted] and will continue to do so in relation to any issues that are addressable relative to our products, however; we are not accepting liability in any form or fashion for his water problemsWe have been very responsive and have provided a direct line of Communication for Mr*As you will see in the string of emails going back to April (Mr [redacted] cancelled our original appointment in March and we made an accommodation to reschedule at his request), he was pleased with our service and all was working well, although he clearly states “I will be having some heated conversations with the service manager of the water softener company because that is where I believe the seat of the problem lies"Additionally, Mr*, in the attached string of emails, has made allegations about the design of our valves and these allegations are completely unfounded and irrelevant to the issue of corrosion he is experiencingThe valve he has is an industry certified and highly reliable product and has been sold in this market for over twenty yearsWe clearly state in our response that the only time we ever see this type of issue is when there is corrosion and mineral deposits in the water supplyWe have offered to provide Mr [redacted] a replacement valve even though our warranty clearly states we are not obligated to do so given the condition of his waterWe have provided him replacement drains, also not covered under our warranty considering the corrosion we have observed that is a result of his waterWe are at a loss as to why MrF believes we should now be liable for his plumbing bills and potential hotel expenses We continue to stand by our assessment that the issues he is experiencing are not a result of product quality and are prepared to defend our company to this endThank you for your time and consideration [redacted] Vice President, Sales & Marketing Brasstech, Inc

[redacted] 5pt;">March 15, [redacted] Revdex.com Viewridge Ave, Suite San Diego, CA 92123-Regarding customer [redacted] , Complaint [redacted] , please note the followingMr [redacted] did contact our office with a request to address concerns he had with a shower handle and a sink drainAs a part of our standard procedure, we asked him if he had any paperwork showing purchase information for the products, which he did notAs our second step to verify consumer requests for products where they have no purchase information, we asked him to send us a photo (in any form including from a smart phone) of the items in question so we could verify they were our products and then we could provide him replacement partsHe refused to send us a photo, and ultimately ended the call without providing us a phone number or way to contact himUpon receipt of your letter on or about Friday March 11, 2016, our Vice President was able to ascertain Mr [redacted] 's phone number from the complaint and called his home on Friday March 11, at 4:41PMA detailed message was left including the cell phone number of our Vice PresidentOn Monday March 14, after no call was received our Vice President called again and this time was able to speak to Mr [redacted] An open offer was made to Mr [redacted] to have a factory service technician visit the site as soon as Wednesday March 16, but Mr [redacted] was unavailable to see the technician until Monday March A detailed conversation was documented and any/all replacement parts that may be needed to correct all the concerns he has identified are being assembled to take on the service visit Monday March 28" at 12PMAt this point, we have nothing else to reportWe have full confidence that our technician can remedy any issues, and if Mr [redacted] has any additional concerns, we are open and available to address them [redacted] , Vice President, Finance Brasstech, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
consumer complaint #***THIS CLAIM HAS NOT BEEN RESOLVEDAFTER THE BATHROOM WAS INSPECTED BY NEWPORT BRASS, ANDERSON PLUMBERS, RAYNE WATER CONDITIONING, AND CONTRACTORS, THE SHOWER THERMOSTATIC MIXING VALVE IS FAULTY, CORRODED, AND WILL HAVE TO BE REMOVED AND REPLACED BECAUSE NO COLD WATER IS AVAILABLE AND ONE GETS BURNED BY HOT WATER ONLY IN THE SHOWERTHIS IS A MAJOR CONSTRUCTION PROJECT TO DO THIS, REQUIRING ABOUT $20,WORTH OF WORK AND EVACUATION OF THE HOUSE AND ADDITIONAL LIVING EXPENSENEPWORT BRASS HAS BEEN NOTIFIED, BUT NO ACTION YET.*** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Brasstech/Newport Brass has made no offer to resolve this, so there is really nothing to rejectThey have tried to disclaim any responsibility for it based on their warranty policyThis makes no sense whatsoever as obviously this is not a warranty claim for a defective product Instead this is a customer service matter because they delivered their product over one month late with no explanation or apology and directly caused additional construction expenses of $as a resultTheir contention that the retailer should be financially responsible for their manufacturing problems is ridiculousMr*** is correct that International Plumbing and Bath did issue a credit towards future purchases of $Unfortunately this is of no use to us as our project is now completeI am still expecting Brasstech/Newport Brass to do the right thing here and cover our costs which were the direct result of their breaking of their delivery time promise
Regards,
*** ***

*** ***March 15, 2016*** ***Revdex.comViewridge Ave, Suite 200San Diego, CA 92123-6199Regarding customer *** ***, Complaint ***, please note the followingMr*** did contact our office with a request to address concerns he had with a shower handle and
a sink drainAs a part of our standard procedure, we asked him if he had any paperwork showing purchase information for the products, which he did notAs our second step to verify consumer requests for products where they have no purchase information, we asked him to send us a photo (in any form including from a smart phone) of the items in question so we could verify they were our products and then we could provide him replacement partsHe refused to send us a photo, and ultimately ended the call without providing us a phone number or way to contact him.Upon receipt of your letter on or about Friday March 11, 2016, our Vice President was able to ascertain Mr***'s phone number from the complaint and called his home on Friday March 11, at 4:41PMA detailed message was left including the cell phone number of our Vice PresidentOn Monday March 14, after no call was received our Vice President called again and this time was able to speak to Mr***An open offer was made to Mr*** to have a factory service technician visit the site as soon as Wednesday March 16, but Mr*** was unavailable to see the technician until Monday March A detailed conversation was documented and any/all replacement parts that may be needed to correct all the concerns he has identified are being assembled to take on the service visit Monday March 28" at 12PM.At this point, we have nothing else to reportWe have full confidence that our technician can remedy any issues, and if Mr*** has any additional concerns, we are open and available to address them.*** ***,Vice President, FinanceBrasstech, Inc

BB* Compialnt ID: [redacted]
Please see the attached factual information regardlng this claimCredit was issued to the consumer by the retailer involvedThe product purchased was custom ordered and made to orderlead time to ship custom product is 4-weeks and all items were shipped within that periodelow are the detalls regarding [redacted] (name redacted):
• PO 15-[redacted] was received from "International Bath and Tile" on 8/19/and processed on S/O [redacted]• The PO included qty of each of the following items:
o 9452-1/Kitchen Bridge Faucet w, Side Spray-Shipped 9/22/9481/Potfiller w/Wall Cross Handles—Shipped 10/8/o 112A/Disposer Flange - Shipped 9/22/o 122/Basket Strainer–Shipped 8/20/Mr* (name redacted) called us requesting compensatlon for the delay on the potfiller• We stated to Mr** (name redacted)that we could Issue credit on the freight to International Bath for the delivery of the potfiller, due to the delay, and they could relay that credit to him, Mr* (name redacted) felt that the freight cost was a start, but he expected much more,
• Mr* (name redacted)was advised that any other compensation would need to be handled through international Bath since he was their direct customer• Tina at International Bath had attempted to reach out to Mr* (name redacted) to work on arrangement with him, but they were unable to get in touch with hims Tina acknowledged at the beginning of December that they finally made contact with Mr* (name redacted) and
Issued him a store creditThank you,
[redacted]

Regarding customer [redacted]. Complaint [redacted], please note the following.We have been to the job site with Mr. *. as promised in our response to his original complaint. We have done all that we can to address his concerns including; providing free replacement parts and labor to address his requests. However; as you can see from the attached email sent to us by Mr. *. on May 17, 2016, he is advising us that his pipes are corroded to the extent his bathroom is not functional. This is NOT an effect of the product he has, rather, it appears to be the result of the condition of the water in his home, which is something we cannot control. We responded to this note within 12 hours of his email (attached).We have been exceedingly helpful and accommodating to Mr. * and will continue to do so in relation to any issues that are addressable relative to our products, however; we are not accepting liability in any form or fashion for his water problems. We have been very responsive and have provided a direct line of Communication for Mr. *.As you will see in the string of emails going back to April 12 (Mr. * cancelled our original appointment in March and we made an accommodation to reschedule at his request), he was pleased with our service and all was working well, although he clearly states “I will be having some heated conversations with the service manager of the water softener company because that is where I believe the seat of the problem lies". Additionally, Mr. *, in the attached string of emails, has made allegations about the design of our valves and these allegations are completely unfounded and irrelevant to the issue of corrosion he is experiencing. The valve he has is an industry certified and highly reliable product and has been sold in this market for over twenty years. We clearly state in our response that the only time we ever see this type of issue is when there is corrosion and mineral deposits in the water supply.We have offered to provide Mr. * a replacement valve even though our warranty clearly states we are not obligated to do so given the condition of his water. We have provided him replacement drains, also not covered under our warranty considering the corrosion we have observed that is a result of his water. We are at a loss as to why Mr. F believes we should now be liable for his plumbing bills and potential hotel expenses. We continue to stand by our assessment that the issues he is experiencing are not a result of product quality and are prepared to defend our company to this end.Thank you for your time and consideration.[redacted]Vice President, Sales & MarketingBrasstech, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Brasstech/Newport Brass has made no offer to resolve this, so there is really nothing to reject. They have tried to disclaim any responsibility for it based on their warranty policy. This makes no sense whatsoever as obviously this is not a warranty claim for a defective product.   Instead this is a customer service matter because they delivered their product over one month late with no explanation or apology and directly caused additional construction expenses of $350 as a result.Their contention that the retailer should be financially responsible for their manufacturing problems is ridiculous. Mr. [redacted] is correct that International Plumbing and Bath did issue a credit towards future purchases of $150. Unfortunately this is of no use to us as our project is now complete. I am still expecting Brasstech/Newport Brass to do the right thing here and cover our costs which were the direct result of their breaking of their delivery time promise.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 consumer complaint #[redacted]THIS CLAIM HAS NOT BEEN RESOLVED. AFTER THE BATHROOM WAS INSPECTED BY NEWPORT BRASS, ANDERSON PLUMBERS, RAYNE WATER CONDITIONING, AND CONTRACTORS, THE SHOWER THERMOSTATIC MIXING VALVE IS FAULTY, CORRODED, AND WILL HAVE TO BE REMOVED AND REPLACED BECAUSE NO COLD WATER IS AVAILABLE AND ONE GETS BURNED BY HOT WATER ONLY IN THE SHOWER. THIS IS A MAJOR CONSTRUCTION PROJECT TO DO THIS, REQUIRING ABOUT $20,000 WORTH OF WORK AND EVACUATION OF THE HOUSE AND ADDITIONAL LIVING EXPENSE. NEPWORT BRASS HAS BEEN NOTIFIED, BUT NO ACTION YET.[redacted]
Regards,
[redacted]

BB* Compialnt ID: [redacted]Please see the attached factual information regardlng this claim. Credit was issued to the consumer by the retailer involved. The product purchased was custom ordered and made to order. Normal lead time to ship custom product is 4-8 weeks and all items were shipped within...

that period.elow are the detalls regarding [redacted] (name redacted):• PO 15-[redacted] was received from "International Bath and Tile" on 8/19/15 and processed on S/O [redacted].• The PO included qty of 1 each of the following items:o 9452-1/01 Kitchen Bridge Faucet w, Side Spray-Shipped 9/22/159481/01 Potfiller w/Wall Cross Handles—Shipped 10/8/15 o 112A/01 Disposer Flange - Shipped 9/22/15 o 122/01 Basket Strainer–Shipped 8/20/15 Mr. * (name redacted) called us requesting compensatlon for the delay on the potfiller.• We stated to Mr. ** (name redacted)that we could Issue credit on the freight to International Bath for the delivery of the potfiller, due to the delay, and they could relay that credit to him, Mr. * (name redacted) felt that the freight cost was a start, but he expected much more,• Mr. * (name redacted)was advised that any other compensation would need to be handled through international Bath since he was their direct customer.• Tina at International Bath had attempted to reach out to Mr. * (name redacted) to work on arrangement with him, but they were unable to get in touch with him. s Tina acknowledged at the beginning of December that they finally made contact with Mr. * (name redacted) andIssued him a store credit.Thank you,[redacted]

[redacted]
5pt;">March 15, 2016
[redacted]
Revdex.com
4747 Viewridge Ave, Suite 200
San Diego, CA 92123-6199
Regarding customer [redacted], Complaint [redacted], please note the following. Mr. [redacted] did contact our office with a request to address concerns he had with a shower handle and a sink drain. As a part of our standard procedure, we asked him if he had any paperwork showing purchase information for the products, which he did not. As our second step to verify consumer requests for products where they have no purchase information, we asked him to send us a photo (in any form including from a smart phone) of the items in question so we could verify they were our products and then we could provide him replacement parts. He refused to send us a photo, and ultimately ended the call without providing us a phone number or way to contact him.
Upon receipt of your letter on or about Friday March 11, 2016, our Vice President was able to ascertain Mr. [redacted]'s phone number from the complaint and called his home on Friday March 11, 2016 at 4:41PM. A detailed message was left including the cell phone number of our Vice President. On Monday March 14, after no call was received our Vice President called again and this time was able to speak to Mr. [redacted]. An open offer was made to Mr. [redacted] to have a factory service technician visit the site as soon as Wednesday March 16, but Mr. [redacted] was unavailable to see the technician until Monday March 28. A detailed conversation was documented and any/all replacement parts that may be needed to correct all the concerns he has identified are being assembled to take on the service visit Monday March 28" at 12PM.
At this point, we have nothing else to report. We have full confidence that our technician can remedy any issues, and if Mr. [redacted] has any additional concerns, we are open and available to address them.
[redacted],
Vice President, Finance
Brasstech, Inc.

Regarding customer [redacted]. Complaint [redacted], please note the following.
We have been to the job site with Mr. *. as promised in our response to his original complaint. We have done all that we can to address his concerns including; providing free replacement parts and labor to address his requests. However; as you can see from the attached email sent to us by Mr. *. on May 17, 2016, he is advising us that his pipes are corroded to the extent his bathroom is not functional. This is NOT an effect of the product he has, rather, it appears to be the result of the condition of the water in his home, which is something we cannot control. We responded to this note within 12 hours of his email (attached).
We have been exceedingly helpful and accommodating to Mr. * and will continue to do so in relation to any issues that are addressable relative to our products, however; we are not accepting liability in any form or fashion for his water problems. We have been very responsive and have provided a direct line of Communication for Mr. *.
As you will see in the string of emails going back to April 12 (Mr. * cancelled our original appointment in March and we made an accommodation to reschedule at his request), he was pleased with our service and all was working well, although he clearly states “I will be having some heated conversations with the service manager of the water softener company because that is where I believe the seat of the problem lies". Additionally, Mr. *, in the attached string of emails, has made allegations about the design of our valves and these allegations are completely unfounded and irrelevant to the issue of corrosion he is experiencing. The valve he has is an industry certified and highly reliable product and has been sold in this market for over twenty years. We clearly state in our response that the only time we ever see this type of issue is when there is corrosion and mineral deposits in the water supply.
We have offered to provide Mr. * a replacement valve even though our warranty clearly states we are not obligated to do so given the condition of his water. We have provided him replacement drains, also not covered under our warranty considering the corrosion we have observed that is a result of his water. We are at a loss as to why Mr. F believes we should now be liable for his plumbing bills and potential hotel expenses.
We continue to stand by our assessment that the issues he is experiencing are not a result of product quality and are prepared to defend our company to this end.
Thank you for your time and consideration.
[redacted]
Vice President, Sales & Marketing
Brasstech, Inc.

Review: On August 19, 2015 we ordered two special order plumbing fixtures for our home remodeling from Newport Brass. At the time we were promised four weeks until delivery. While one of the items showed up on time, the other did not arrive until over 7 weeks after our order was placed.

Because of this delay, we had to have our plumber and tile installer leave the project and return when the second fixture finally arrived. There was a cost to us for this of $350. Since the delay was Newport Brass's fault (and they will admit this) we feel it is fair for them to cover expenses which are a direct result of their mistake.

I have spoken extensively with [redacted] who is a customer service supervisor at Newport Brass. He has been unwilling to provide any compensation for their mistakes and the costs related thereto. He inexplicably is of the opinion that we should attempt to recover from our retailer for Newport Brass's (the product's manufacturer's) mistake.

Accordingly it has become necessary to bring the Revdex.com into this matter as Newport Brass's business practices do not reflect favorably upon the Southern California business community.Desired Settlement: We would like for Newport Brass to issue a credit on our purchase of $350. This particular purchase from Newport Brass was over $1600.

Business

Response:

BB* Compialnt ID: [redacted]Please see the attached factual information regardlng this claim. Credit was issued to the consumer by the retailer involved. The product purchased was custom ordered and made to order. Normal lead time to ship custom product is 4-8 weeks and all items were shipped within that period.elow are the detalls regarding [redacted] (name redacted):• PO 15-[redacted] was received from "International Bath and Tile" on 8/19/15 and processed on S/O [redacted].• The PO included qty of 1 each of the following items:o 9452-1/01 Kitchen Bridge Faucet w, Side Spray-Shipped 9/22/159481/01 Potfiller w/Wall Cross Handles—Shipped 10/8/15 o 112A/01 Disposer Flange - Shipped 9/22/15 o 122/01 Basket Strainer–Shipped 8/20/15 Mr. * (name redacted) called us requesting compensatlon for the delay on the potfiller.• We stated to Mr. ** (name redacted)that we could Issue credit on the freight to International Bath for the delivery of the potfiller, due to the delay, and they could relay that credit to him, Mr. * (name redacted) felt that the freight cost was a start, but he expected much more,• Mr. * (name redacted)was advised that any other compensation would need to be handled through international Bath since he was their direct customer.• Tina at International Bath had attempted to reach out to Mr. * (name redacted) to work on arrangement with him, but they were unable to get in touch with him. s Tina acknowledged at the beginning of December that they finally made contact with Mr. * (name redacted) andIssued him a store credit.Thank you,[redacted]