![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforBaldwin Hardware Corporation
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Reference Case # ************ I am contacting you directly with regards to the above reference matter. I contacted Baldwin customer service to discuss an issue with Baldwin Prestige Spyglass Satin Nickel Smartkey which I purchased sometime during the period of May June 2016 @ ***** in Staten Island NY. I purchased a Baldwin Entry Door lock because of its quality and reputation. Since 2016 I have had two issues with the Baldwin Entry Door lock/handle. The first issue was the handle/lever fell right off the door. I contacted Baldwin and explained the situation and sent pictures which can be verified by your company. The issue was resolved by Baldwin sending me the part I needed for the handle/lever. It was an easy fix and I guess these things do happen. However, today at 7:37am I was shocked when trying to open the entry door and was unable to open it. I removed the key only to find the cylinder was attached to the key. The entire cylinder had dislodged. I had to call a locksmith to gain entry. The cost for that was $136. I immediately contacted Baldwin to advise them of same. Baldwins resolve is outrageous. Baldwins resolve is to send me a cylinder with video instructions on how to correct and replace the cylinder. I am not a locksmith. I am disappointed that Baldwin has not taken into consideration the fact that the entry door handle is around 6 years old and that this is the second issue with this set. There is something wrong with the quality of this set; as this should never have happened. This is a single-family home and there is no abuse to the door lock or handle, and I do not believe its due to wear and tear. In closing since Baldwin Hardware prides, itself as a leading provider of high-quality, stylish and durable door and cabinet hardware for both residential and commercial applications I think a closer look should be taken into consideration of my plight. I believe that a new entry door lock/handle set is in order this time around.Business response
04/17/2023
I received the inquiry about the above case.
After reviewing the information pertaining to this case on 4/4/2023 we sent out a full replacement lock to address all the issues the consumer had been experiencing.
Thanks,
***********************
Consumer/Tech Support Supervisor
Baldwin Hardware Corp.Customer response
04/22/2023
[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.]
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.
Regards,
******************************Initial Complaint
04/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased thousands of dollars worth of Baldwin door hardware And it has only been installed for four months and it is not just oxidizing it is pitting really bad and seems like it is an inferior Baldwin productBusiness response
06/15/2022
We received your letter pertaining to the above complaint number for ******** ****** and set up a consumer profile for them. We e-mailed them a warranty claim form as this is the first time we have been notified of any issue with the product they have. Currently we have no other information and waiting for a reply so we can solve the issue they are experiencing.
Thank you,
Gary D******
Consumer/Tech Support Supervisor
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.