Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Newport Brass shower head for our new house. We selected this premium product based on the fact that it is made from brass and stainless and has a lifetime warranty.Our shower head is now deteriorating. The stainless is now showing pitting. I contacted the manufacturer who just gave us the run-around and stated this was caused because of our hard water and refused to replace the unit. We have a whole-house water filter and water should not affect a shower head. This makes no sense. We are demanding that this shower head be replaced based on the warranty. (attached)

  Business Response

  Date: 01/06/2025

  Thank you for your inquiry.  The customer supplied image of the showerhead in question clearly shows white residue which is caused by the accumulation of hard water over time.  Hard water stains on plumbing fixtures are caused by mineral deposits, primarily calcium and magnesium, left behind when hard water evaporates from a surface, leaving a visible white, chalky residue as the water dries.  When this water dries on a surface, the minerals precipitate out and form a visible deposit.  These deposits often appear as white, chalky stains on faucets, showerheads, and other plumbing fixtures. 

  Hard water is not considered a defect in the product or finish, which is why it is explicitly excluded from the company's warranty policy. Numerous methods for removing hard water stains from plumbing fixtures are available online. However, it is important to take care during cleaning to avoid causing damage to the underlying finish.

  Customer Answer

  Date: 01/06/2025

  I do not agree with the response.  We are not complaining about calcium or water spots.  On the back of the unit where water does not exit, the stainless steel is pitting off.  This is a clear manufacturing defect where there is not enough stainless clad to the base material.  There may be a few calcium deposits on the front head of the unit where the water exits, but we are not complaining about that.  THIS IS A CLEAR DEFECT AND THE MANUFACTURER NEEDS TO REPLACE THIS UNIT.  We will also file this same claim against the reseller (********) for misrepresentation of the product.  

  Business Response

  Date: 01/07/2025

  Mr. Seline,

  This claim differs from the information initially provided. I received an image of the front of the showerhead, which clearly shows signs of hard water. If the issue youre describing is on the back of the showerhead, I recommend sending additional images directly to me at ********************************* We will review your claim based on this new information.

  ***** ****** - Marketing VP

  Customer Answer

  Date: 01/18/2025

  I will send you the info.  We have been corresponding directly with you company and provided the information regarding the back/top your *** insisted it was from hard water which makes no sense

  Look out for an email from me.

  Thx,  ****

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 12/23/2024

  Thank you for the notification. Unfortunately, I am unable to respond as I have not received any details regarding the complaint. The original complaint references an "attached document," but no document was included.

  Thanks,

  ***** ******

• Initial Complaint

  Date:04/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The brand new home that I purchased in 2005 was equipped with four(4) lavatory sets made by Newport Brass (a Brasstech company). I am the original owner of this house. The lavatory set model is No. 7200. The sets are guaranteed for life (see attachment). A leaking condition with one of the sets resulted in Brasstech honoring the warranty and replacing the entire unit on 5/11/2021 (sales orders ******* and 3408466).Two of the original lavatory sets have been exhibiting the same problem since the beginning of 2024. I contacted Brasstech on April 1, 2024 and they refused to send me two replacement lavatory sets. They stated that the warranty does not cover the replacement even though Brasstech honored it in 2021. I request that Brasstech replace the two sets that are under their warranty.

  Business Response

  Date: 04/09/2024

  The customer's statement is not entirely accurate.Cartridges that no longer function properly are the primary cause of leaking faucets. In such cases, Brasstech does not opt for faucet replacement; instead,we provide replacement cartridges at no charge to resolve the issue. This was precisely the resolution for sales orders ******* and *******, as mentioned by the customer. Contrary to their claim, faucets were not replaced; rather,complimentary replacement parts were sent to facilitate faucet repair.

  Upon reviewing internal phone records, we were unable to locate any calls from the provided number on April 1st. However, if replacement faucets were requested, such requests would typically be declined since replacement is often unnecessary. Nevertheless, we are more than willing to provide replacement cartridges once again if they are required to remedy the leak, just as was done in 2021.

  Customer Answer

  Date: 04/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************************
  
   
  

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased multiple Newport Brass fixtures for a home renovation in 2014. Weeks ago, a single cold cartridge failed on a master bath faucet. I called Newport Brass which referred me to BrassTech who handles their warranty claims, since we are still with 6 months of the 10 year warranty for the cartridge. After multiple phone calls- we were referred to email- and only use email- to one person specifically, ************************, at *********************************** and send receipt and a photo of the faucet in our home/bath. Which we did. The response I received was "Thank you. This is not our product." It was unclear whether Mr. ********* meant the actual photo of the faucet in our home or the Newport 1400L itemized on our receipt. After 2 weeks and numerous emails- he still will not be clear what the issue is, only writing such responses as "What faucet are you saying this is?" - or such responses as - "For which of our product or products" as one line responses to detailed emails form us with clear questions and images etc. Final email was "Still doesn't make it so." which is even more confusing, since he makes no reference as to what "it" actually means. I have called the distributor who sold us the faucet- and she stated this is 100% a Newport faucet and the one they sold us. So basically, it seems when you have an issue, BrassTech who manufacters Newport, simply claims it is "not their faucet" and implies you were sold a fake faucet to avoid fulfilling warranty requirements. They should send us the Cold Cartridge at their expense, and fulfill the warranty obligation. I also believe My. Villlafona should apologize in writing to ****************** Supply- one of their distributors - for stating the faucet they sold us is not a Newport faucet and basically suggesting they committed fraud, when they did not.

  Business Response

  Date: 10/18/2023

  Newport Brass is a brand of products manufactured by Brasstech Inc., they are not two different companies. I apologize for the inconvenience but the confusion here is easy to understand.  The 1400L shown on the submitted receipt is in fact a Newport Brass faucet, however, the image of the faucet provided is NOT a Newport Brass faucet.  The 1400L faucet is shown on our website located at ********************************************************************************************************;

  Brasstech/Newport Brass is not able to, and should not be expected to, provide replacement parts for a product that was not manufactured by our company.  To reach resolution the homeowner will need to determine the actual manufacturer of the faucet in question and contact them directly.   

  Customer Answer

  Date: 10/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I would also like to apologize to Newport, and personally apologize to Mr ********* for causing any problems from this misunderstanding.

  I would add, if in the last two weeks of emails, this had simply been properly explained with a few sentences- as in this response- there would have been no complaint, and no confusion.
  i had multiple people review the emails to try to understand what was being communicated- and they were so brief that no one was certain.

  Thank you for taking the time to properly explain the issue.
  

  I consider this complaint resolved.
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:04/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I built a house about 20 years ago and purchased these products throughout my entire home faucets etc. They were expensive at even at that time but had a lifetime warranty on many items so I felt happy about that. Over the years on occasion I would need a new faucet valves and there would not be any problem they would simply send them to me. About 12 years ago they even sent me a whole lot of them to cover me for the next 10 or so years. I never thought they would ever change their ways so when I built a small condo for business purposes I ordered the same products knowing there was a lifetime warranty. Again I over paid for these products because of their warranty. Recently I had an issue with the condo only one year after installation and contacted them for replacement products which werent working similarly to when I needed new valves. that was several months ago and boy did I have a lot of trouble getting them to help me emails and emails documenting with photos documenting with plumbers requests. In the end all they sent me was a little stem and a tiny little porcelain part. They had decided I didnt need anything. So my condo has faucets that dont stop turning and arent fitting well and I did not get any help with that at all. I let that go because Im going to try and find another way to repair that More recently I noticed a few of my own valves in the house Ive built 23 years ago were becoming very stiff before they completely failed I tried to call them again for war valves. Suddenly after ******************************************************************************************************************************************** the past at all. I explained all of that to them but they told me that that is their policy. They asked for the builders name.I gave them all of that information. I didnt hear For a couple of weeks after that finally they told me that they had to approve two valves as a courtesy. They would not cover all of my miss functioning valves because now they need a receipt from me.

  Business Response

  Date: 04/17/2023

  Replacement valves have been sent for applicable products that are still covered by Brasstech's warranty.

  *  All Product parts except valves are warranted for ten (10) years from the original date of purchase by the Original Purchaser.

  *  Ceramic disc valves for the lavatory faucet and roman *** are warranted for as long as the Original Purchaser owns the home.
  

  *  All other valves (balance pressure, thermostatic, etc.) are warranted for one (1) year from date of purchase by the Original Purchaser.

  COMMERCIAL PURCHASERS
  Brasstech, **** extends the above limited warranty to purchasers of Products for industrial, commercial and business use upon the same terms and conditions and exclusions applicable to residential purchasers, except that the finish and functionality warranty periods are reduced to a period of one (1) year from the date of purchase. ADDITIONALLY, with respect to commercial purchasers, all implied warranties, including the implied warranties of merchantability and fitness for a particular purpose are excluded and disclaimed.