84 Lumber

For the first time in my life I give a -0 stars to a company, even though I had to mark a star which 84 Lumber honestly doesn't deserve! What a disaster, very unprofessionalism, and not least, it's ​competence is outrageous when it comes to warranty coverage. It's taken them over 6 months to exchange a door, 5 doors and it can ve properly cut, 5 techs, they all measure it for what? It continues to be improperly cut! Their customer service is as horrible and don't get me started with its scheduling department, they have no sense of responsibility or concern in the clients time value and commitment. They'll confirm the appointment one day and call.the next morning to reschedule, that's unacceptable. No sense or urgency to do what's best for a customer they've had so many issues with when it comes to providing accurate services!

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Dear Revdex.com, Inc Although lumber’s rebuttal is accurate on most of the facts they seem to hedge around the fact that the window was delivered damaged, avoiding the fact that my contractor will not install it without a signature of acknowledgement that Lumber has damaged it not his companyLumber is convoluting my issue with other issues that they had with my window orderi.e“The missing screens and the incorrect accent window size”This is non-issues as of the moment because they said they would take care of itI don’t know why they are mentioning the degree flanks vsdegree flanks on the window in question, because this discussion was settled weeks before the saleAs far as the size, I accepted they ordered it to short and was ready to install it when my contractor told his people not to touch the window and pointed out the damage to meAs I mentioned in my previous letter the window was damaged on delivery or when taking it out of the protective ply-wood case that “ [redacted] Windows” said it was delivered in( [redacted] windows even asked why they did they take it out of the ply-wood box..?? I assume Lumber removed the window from it original protective case to make it lighter for their moving crewWhich did not have the proper lift gate equipment on the back of their truck for such an itemI was there and saw how much trouble they were having getting it off the truck I even suggested that it seemed like they were breaking the window, they replied they do this all the time it will be fineI told my salesman about the whole ordeal that morning Regards, [redacted]

In regards to the below emailThe customer in question scheduled an appointment to get the carpets in is car cleaned. While we were there doing is car he ask us for an estimate on get floors done in his kitchen and bathroom. We measured the floors and gave him a price of $75.The
customer call the office the following day to schedule the appointment on the estimate he was giving. When we arrive and started to do his kitchen floors, the looked so good he ask if we could also do the floors in the rest of the house (living room plus two bedrooms) and that he didn’t mind paying extra to have this done. He agreed to the new price, we completed the job, he signed off on the work order and paid. While we was getting ready to almost leave the customer asked if he could use our equipment to clean a car that was outside. He wanted to do the job his self because he use to clean carpets back in the day and he really missed it. I told him we had another job to get to. I guess he didn’t like my answer or he had buyer’s remorse or something because a few days later he called the office and very disrespectfully demanded a refund for the difference in what was quoted and what he ended up payingHe lady at the office who took the, upon looking up the job, told him the price difference was for the additional work he requestedOf course he already knew this and didn’t want to hear anything she had to say so she told him she would have the owner give him a call.As soon as I got to the office and was told what happened I gave the customer a call. No sooner than he found that I was the one that actually did the job he promptly hang up the phone. I then call him back and started to explain that the call may have gotten disconnectedHe told me no, he had hang up on me and ask me to please not call him anymore

At 84 Lumber Company we strive to provide excellent customer service and certainly want to resolve any issues that arise. According to our co-manager at the time, Nelson C. the following transpired: Window order placed in July 2015. Communications with [redacted] and Nelson regarding the window project...

started the week after Memorial Day. After going back and forth debating the different styles, [redacted] decided upon the [redacted] 400 series and requested that Nelson verify measurements. Nelson confirmed measurements and provided him with a cost of the windows. He altered sizes and Nelson tried to find the best price for him. After a few different estimates and changing of styles and sizes he finalized and signed off on the order which was processed late July. The order came in mid-August and was delivered to his house. Nelson sent along an associate with the delivery driver to assist in unloading the windows. [redacted] informed Nelson he was there when delivered and mentioned no issues at that time. After a week Nelson received a text message with the first issue. [redacted] informed Nelson that the [redacted] was supposed to be 2'0-5/8" wide and instead it was 1'5" wide and the contractor already installed it. After review Nelson did in fact find out that he intended on ordering the [redacted] but when processed it went through as [redacted]. Nelson apologized and informed [redacted] that he would reorder the correct casement and due to the fact it was installed would issue him a $200 credit as well to try and cover the cost of the labor and that he would have to give us back the incorrect window in saleable condition. The second issue came up when he called to inform Nelson that no screens arrived with delivery. 84 assumed they were in the boxes when [redacted] delivered them. Nelson began processing a request to get them ordered. They are due to be in on 9/29/2015 along with the correct casement. Nelson informed [redacted].  The final issues was with the 30 degree bay window. At first [redacted] said that the window was the wrong size and that 84 would need to reorder. Nelson informed him that they agreed on the size sent and it was clearly stated on the form that he signed off on. A day later he got a call from [redacted] informing him that there was irreparable damage to the window and we need to order a new one. Nelson told him if there was a manufacturer mistake he would get this taken care of. [redacted] was asked to send pictures of the damage. He emailed the pictures with a description of the damages. There was clear damage to the nail fin on the bottom corner of the window and along the side. Assuming from the handling off of the truck. Furthermore there were fingerprints and dirt running along the pine of the window he didn't approve of. After further review Nelson informed [redacted] that the nail fin is going to be completely covered by the siding of the house and can easily be bent back and used to install the window. Nelson apologized or the fingerprints and dirt, and offered him a way to clean it but also to let him know that the damage he described did not warrant ordering and replacing the window. Seeing that there was no damage to the integrity or structure of the window. [redacted] and 84 Lumber agreed there was no reason it needed replaced. He at that point said he may call a lawyer and the Revdex.com. Nelson's last correspondence with [redacted] was informing him of the casement and screens being ordered and that we would issue him a credit of $200, seeing how that was the difference in price of the window he should have received. Please advise [redacted] to contact our store manager Alex B. to arrange for the credit and the delivery of the materials at his earliest convenience. Alex would be more than happy to discuss any further issues that [redacted] would have. ###-###-####. Sincerely, Patrice R. Customer Relations Manager 84 Lumber, Team Headquarters

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Dear Revdex.com, Inc.
Although 84 lumber’s rebuttal is accurate on most of the facts they seem to hedge around the fact that the window was delivered damaged, avoiding the fact that my contractor will not install it without a signature of acknowledgement that 84 Lumber has damaged it not his company. 84 Lumber is convoluting my issue with other issues that they had with my window order. i.e. “The missing screens and the incorrect accent window size”. This is non-issues as of the moment because they said they would take care of it. I don’t know why they are mentioning the 30 degree flanks vs. 45 degree flanks on the window in question, because this discussion was settled weeks before the sale. As far as the size, I accepted they ordered it to short and was ready to install it when my contractor told his people not to touch the window and pointed out the damage to me. As I mentioned in my previous letter the window was damaged on delivery or when taking it out of the protective ply-wood case that “[redacted] Windows” said it was delivered in. ([redacted] windows even asked why they did they take it out of the ply-wood box..?? I assume 84 Lumber removed the window from it original protective case to make it lighter for their moving crew. Which did not have the proper lift gate equipment on the back of their truck for such an item. I was there and saw how much trouble they were having getting it off the truck I even suggested that it seemed like they were breaking the window, they replied they do this all the time it will be fine. I told my salesman about the whole ordeal that morning.
Regards, [redacted]