• Report: #966131

Complaint Review: vintagetub.com

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  • Submitted: Wed, November 07, 2012
  • Updated: Mon, November 19, 2012

  • Reported By: bobstahoe — tahoma California United States of America
vintagetub.com
395 Oak Hill Road, Mountain Top, Pennsylvania 18707 Internet United States of America

vintagetub.com Do not service or stand behind their products; My refrigerator failed within 1 week, no service, nor refund Internet

*Author of original report: Resolution

*UPDATE Employee: It is amazing what a bear can do to a refrigerator.

*UPDATE Employee: A Resolution and Clarification

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I ordered a Blomberg refrigerator, order 117  It arrived and was installed.  It appeared to be in perfect condition.  The refrigerator stopped working less than a week in service.  The air blowing was not only not cold; it was hot.  I lost the entire contents of my refrigerator and my freezer.  The stench and clean up required much effort, and the stench remained.  I contacted Vintagetub on Wednesday afternoon, October 24.  On Thursday morning, after calling and emailing again, I was told that a service request could not be processed without the serial number.  I'm in California, and this company is on the east coast.  In any event, I returned home on my lunch break, and immediately emailed and called in the serial number to Sam C and Patty Roth and Vintage tub.  Patty Roth responded that she would "put a claim in" but did not give me any further info or contact information.  I heard nothing the rest of the day, despite my calling later in the afternoon.  On Friday morning, October 26, I called and emailed Patty requesting information on when I can expect a service call.  She said Vintagetub purchased the refrigerator from Eastern Marketing.  That Ruth, from EM, was handling the service.  I explained I didn't buy the refrigerator from EM, and asked for Ruth's contact info.  I called Ruth, and spoke with her four times on Friday.  She said she was "working on it" , and had called for service but hadn't heard back.  Having lost all of our food, spending hours trying to get service, and faced with the weekend of no service, I asked for a full refund and to process the return.  In the meantime, I also tried and contact service companies, but Ruth said they wouldn't compensate me for service calls they didn't coordinate.  On Saturday, I heard nothing.  On Sunday, I heard nothing, even though Eastern Marketing is open on the weekends; according to Beth at Vintagetub.  I purchased a new refrigerator on Monday, having gone six days without a refrigerator or a service call.  Vintage tub refuses to take back the refrigerator for a full refund.  I've asked to speak with customer service Beth's supervisor, LeAnn, and the owners, but no one will return my call.  Shameless customer service.

This report was posted on Ripoff Report on 11/07/2012 06:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/vintagetubcom/internet/vintagetubcom-Do-not-service-or-stand-behind-their-products-My-refrigerator-failed-with-966131. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Resolution

AUTHOR: bobstahoe - (United States of America)

Vintage tub has agreed to refund our money for the refrigerator.  We are happy with the resolution.  As this was refrigerator was only in use for less than a week, and the prospect of having the earliest service to the unit on November 16, over three weeks later; was the issue.  The stench from the rotting food did indeed  prompt the bear to attack our refrigerator, and that was the issue that initially denied our claim.  We are happy that vintage tub agreed to refund the money for the refrigerator; it was a complicated case.  A quick note,  when we spoke with the service provider, she did mention she was surprised to hear that our Blomberg refrigerator wasn't working; as they are practically trouble free.  I will update again if there are any issues, although I'm not anticipating any problems going forward.  Thank you.
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#2 UPDATE Employee

It is amazing what a bear can do to a refrigerator.

AUTHOR: Vintage Tub - (United States of America)

We received the photos of the damaged refrigerator and it is, to put it mildly, beyond economic repair. The bear ripped it to shreds. I spoke with the manufacturer and distributor and they both agreed that given all the facts, it would be proper and ethical to refund the full amount of the purchase. Our Accounting department informed me that the credit was processed today and it should show up on the customers credit card account shortly.
 
Again, I am sorry that the refrigerator failed and set off this chain of unfortunate events. Please let me know if there is anything else I can do for you. Best wishes, Allan D., EVP Merchandising, Vintage Tub and Bath.
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#3 UPDATE Employee

A Resolution and Clarification

AUTHOR: Vintage Tub - (United States of America)

We have spoken to the manufacturer as well as the customer and I think we have arrived at a solution. The manufacturer, distributor and Vintage are working together to refund the customer. The customer has agreed to send us pictures showing the bear (yes, bear) damage as well as sending us the manufacturers serial number decal. If the manufacturer and distributor agree that the unit was damaged by a bear, then they have agreed to offer a full refund of the unit price.

Let me explain: the compressor appears to have gone out on the refrigerator while they were away from home. This caused the food inside to spoil and begin to smell. The smell was so bad that even after cleaning, it needed to air out. The customer placed the unit on the porch of their rural home. A bear, presumably smelling the lingering stench, attacked the unit and demolished it. Of course, this rendered repairing the unit a moot point. Damage caused by wildlife would usually fall under a homeowners policy. The manufacturer is only responsible to complete the warranty repair in a reasonable timeframe. However, we know that the deductable is higher than the purchase price of the refrigerator. We also strongly empathize with this customer. Given the rather unusual nature of this situation we are willing to refund the entire purchase price as long as we can verify her story.

Lastly, I should address the customer service aspect of this situation. Our notes show that the customer first called us on Thursday, the 25th of October at about 12:30 in the afternoon (EST). The customer wanted same day repair service. We simply could not comply with that request. As the customer stated, we needed the serial number to process her claim. She provided that information and we contacted the distributor so they could arrange for a repairman to go out and check the unit. The distributor is located near the coast in New Jersey. As we know, Hurricane Sandy began to batter and then barrel through that area over the weekend. The storm cut power to our distributor for a full week. That is why we could not get an answer for her. We understood the importance of her warranty claim and did our best to get a fast resolution for her. We also had difficulty in contacting her as her phone was constantly busy and our emails went unanswered. I think we did a good job in attempting to resolve this issue quickly and to keep her informed.

I will update this Rip Off Report once we receive the photos and decal.

Allan, EVP Merchandising, VT&B
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