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Vintage Tub & Bath is a supplier of reproduction bathroom fixtures, sink faucets, and bathtub accessories. They specialize in vintage tubs and accessories including claw foot tubs and faucets.
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A BBB Accredited Business since
BBB has determined that Vintage Tub & Bath, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Vintage Tub & Bath, Inc. include:
- 19 complaints filed against business
Factors that raised the rating for Vintage Tub & Bath, Inc. include:
- Length of time business has been operating.
- Response to 19 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||14|
|Total Closed Complaints||19|
Type of Entity
Business ManagementMr. Norm Dick, CEO Mr. Allan Dick, Executive Vice President of Merchandising
Plumbing Fixtures, Parts, Supplies - Retail Bathroom Accessories Building Materials
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Additional Phone Numbers
- (877) 868-1369(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
|10/28/2013||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: Sales Rep and Customer Service not helpful, insisting I'm to blame for entire order. Sent recorded phone discussions. Told sales wanted Deck or rim mount tub, sales insisted I should buy wall mount (out of rim tub???) as 'more compatible and more room' for stand shower. 54" tub wall mount tub sent with shower ring 55" plus the 10" from wall totals 65"- total available space 58". Customer Service says I have to BUY the smaller 48" ring or settle for rod being cut which is ugly and allow rod to sway slightly with weight of curtain. For 1,850.00 would expect sales rep to KNOW the right items needed, ACCEPT customers original request and NOT talk customers into the tub THEY want to sell. Also told sales that water lines came out of the wall. Floor lines were sent and customer service refused to help. Extra days work for plumber (more expensive for me)to reroute waterlines. Of course was billed immediately. With all the delays, still do not have finished bath 4 weeks later. Because the faucet sticks out so far into the small tub, only 25" bathing space, we can not use without banging knees on the faucet - hence why we wanted the rim mount - wall mount looses 8.5" of space. I'm sure many of units have been sold and sales rep misguided me on the wall mount. Should not have to accept cut down rod. Rod should not be larger than tub-common sense. Tired of the bruised knees so we do not use tub to bathe and haven't got to try the shower as plumber has not returned. He was very discussed with lack of instructions (none included)and poor quality parts, don't know IF he will return. I had to print out over 20 pages of specifications/installation instructions off of the website. Again, would expect better as not cheap. Retirees should not have to deal with extra problems, lack of customer support, extra expenses because sells rep doesn't know the products or just wants to make the sale.
Desired Settlement: Smaller rod should be sent to replace larger rod. Should receive partial refund for the tub that was talked into OR rim mount sent as originally requested.
Our Customer Service Manager listened to all three phone calls concerning *** ****’s purchase. Our manager did not hear any discussion between our sales person and *** **** about the location of the supply lines. *** **** seemed far more concerned about us discounting the tub rather than choosing a specific type of tub. Here is an email our Customer Service Manager sent to *** **** (before she contacted the BBB) requesting more information concerning her claims that our sales person was misleading:
I have attached the recorded phone discussions between you and the sales rep *****. I pulled them because I wanted to see if you had been misled in any way. I have labeled the calls accordingly, if there is another phone call in which you and ***** discussed the supply line issue in depth, please let me know when it would have been and from what phone # as I have spent the better part of this afternoon trying to find another phone call to prove your point.
With the phone calls that I was able to find, I do not hear the lengthy discussion that you mentioned and do not find that VTB has made an error with the order. Again, if I am missing a phone call, please help me find it.
There is a third call in which you called from your Cell phone to provide the payment for the order, I did not want to send that recording due to the fact that it contains your credit card information. I can assure you that there was not a discussion about the product during that call and will send it if you like.
I did see that ***** actually extended the full 10% contractors discount on your order, which in all honesty should not have been done. This discount is reserved for contractors only and ***** can get into a great deal of trouble for having extended it. If ***** had followed the guidelines that your order qualified for , the order total should have been $2060.94 minus $55.05 discount for a total of $2005.89, your order received a discount of $215.35 for a total of $1845.59.
Again, if there is another call that contained the discussion about the supply lines, please let me know when it would have taken place, what phone # it would have been made from… something that will help me find the call.
Based on the information before me; I do not believe that we pressured *** **** to take a tub she did not want. Further, we gave her a deeper discount she normally not would be entitled to on the tub she said she wanted. When we learned that the shower ring she ordered would not fit with the normal support rods, we sent her the connecting hardware (at no charge) that would allow her to easily fit the ring to her bathroom. Finally, we gave her a $69 tub caddy at no charge as well. Unless *** **** introduces new information to the conversation; I don’t think there is any more we should or can do for her.
[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.]
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: A little over a year ago I purchased a shower unit from them. I bought it mainly because of the 5 year warranty. I've now gone back to them to see if parts are available and they are telling me that they've discontinued the unit and no longer support it. I asked how they could offer a 5 year warranty on an item that they discontinued and offer no support on less than a year later. They told me sorry there was nothing they could do.
Desired Settlement: I would like them to offer some kind of refund for misrepresenting their product and it's warranty.
I just read the notes for this order and spoke with the customer service representative who handled *** ******’s call. The facts as I have them are different than they are presented in the complaint. We need to be clear - there is no warranty claim being made on this product. The product is working correctly. My understanding is that *** ****** wants to purchase extra parts to modify the unit into a multi-head shower. Unfortunately, we discontinued this shower and no longer have any spare parts in stock. Our warranty covers replacement, repair or refund if there is a defect with the item within the warranty period. The warranty does not extend to having spare parts for purchase to modify the unit. There simply no basis for a complaint if I have the facts right.
As an aside – of course we support and honor our warranties. We will offer prorated refunds / replacement items / credits in the rare instance when we cannot supply parts for valid warranty claims against one of our house brand products.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
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