Complaint Review: Vintage Tub & Bath - Mountain Top Pennsylvania

After sending CLEAR photos of the bathtub we were trying to retrofit, I was sold (3) products from the salesperson (Mike) to make up the entire bathtub retrofit.  Total order $ 1,249.42.  When the order came in, I delivered it to the job site and made arrangements to meet my plumber to install the plumbing.  Together, we carefully opened the boxes to find that the picture on the directions alone told us we could not use what was sent to us.  

NO TOOLS WERE ON THE JOB at that point!  I called the company immediately to see how this mistake could have been made when I was so clear on the phone on what was needed with this tub.  I was told I would receive an "RGA" (Return Goods Authorization) by e-mail.  Nearly (1) week goes by, no e-mail (by Mike).  I called back and spoke with Jennifer (ext 340) who was, to this date, the only person that seemed like she cared or that knew what she was doing.  That day I received (2) RGA's (Feb 16th), one from Jennifer and one from Mike...different #'s.  I then had to call back to ask Jennifer which # to use.  I was told to use hers.

On February 25th I brought all three packages to my local UPS store to have them pack up the boxes and ship them back to Vintage Tubs.  I had already carefully put anything we had removed from the box back into it's same location, they had come packed very well.  At the UPS store, we together taped up the boxes.  Well over a month had gone by and I had not heard about a refund.  I called the company and was told I would need to speak with Leanne (ext. 330) in the credit department, that was over two weeks ago.  When I called Leanne again this last week, I was told they had no record of receiving my packages.  I immediately took my receipts and went onto the UPS website and did a track on the packages.  It clearly showed they were delivered and received on March 2nd by "Pollock".  When I called Leanne back, she had found the same info and needed to get back to me to find out what was happening with my credit.  

On 4/8/10, I was given a credit of $620.24 with the oddest description of what the credit was for, it didn't look like, or match the original order (to me).  I called the company back to find out where the rest of my money was ($629.18) and there was no explanation.  I was told someone would have to get back to me.  I called yesterday, April 9th and spoke with Jennifer and she told me that it appeared the product was installed and non-returnable! I told her that not only was the product not installed, there wasn't anything at that point to install the product to as it was all going to be done at the same time (bringing water lines to the new product).  NOTHING was installed that day and no tools touched the product in any sense of the word.  So today I get and e-mail with pics of the damage by Leanne saying that they are returning the product to me since it can't be sent back to the manufacture.  The pictures of the product they sent to me are NOT the same product that was sent to them.  They in my estimate can't return the product back to the manufacture and so they damaged the product to make it look like it was received that way so they still make their profit.

I've been in business for 18 years, do only word-of-mouth business, stay busy year round and my business is built on integrity.  Much of our work could go in publications as we do high end work.  If we damaged a product, the last thing I would do is try to pass it off and return it, I'd eat it.  I wouldnt be stupid enough to think it wouldnt be noticed and I wouldnt try to pass off my mistake onto someone else.  Thats not how I make my income.  I resent the poor customer service (with exception to Jennifer) this company gives and the way they are trying to make money.  I am contacting my credit card dispute department on Monday and appreciate anything you can do as well.

Best,

Gary ****