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BBB Accredited Business since
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Botello Lumber Co., Inc. offers lumber, building materials, hardware, windows and doors, and kitchen and bath cabinets. The company is also known as Botello Home Center and Botello Lumber & Hardware. The company was established and incorporated in Massachusetts in 1978. Mr. Stephen P. Botello is the Vice President of the company. Mr. Tracy Whitman is the Personnell Manager and questions or problems should be directed to his attention. The company can also be reached at 1-800-834-3132.
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A BBB Accredited Business since
BBB has determined that Botello Lumber Company, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Botello Lumber Company, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementMr. Stephen P. Botello, Vice President Mrs. Jeanne M Ethridge Jr., Accounting Manager
Number of Employees
LUMBER-RETAIL Cut Stock, Resawing Lumber, and Planing (NAICS: 321912)
Hours of Operation
|M||:||7:00 AM - 5:00 PM|
|T||:||7:00 AM - 5:00 PM|
|W||:||7:00 AM - 5:00 PM|
|Th||:||7:00 AM - 5:00 PM|
|F||:||7:00 AM - 5:00 PM|
|S||:||7:00 PM - 5:00 PM|
Method(s) of PaymentMasterCard
Service AreaBotello Lumber Company, Inc. provides their services in BARNSTABLE, FALMOUTH, HYANNIS, HYANNIS PORT, ORLEANS, PROVINCETOWN & WOODS HOLE, MA.
Alternate Business NamesBotello Home Center Botello Lumber & Hardware
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
6 Bowdoin Rd
Mashpee, MA 02649 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: (I have had a 17 year relationship with this company) I ordered a special order ******** window through this company (on or about February 28th, 2013), and it arrived incorrect (missing extension jamb). after following the proper channels to rectify the situation with Botello Lumber Company, I was told by their personnell that it would be recified, and that their millwork department would produce the part for me (Thursday (March 28th, 2013). I was reassured that i would be taken care of, and that this situation was through no fault of my own. Today(April 1, 2013) I arrived at the store to purchase materials for another project, and was told "your extension jamb is all set" from the sales manager, I asked "im all set?" he stated, "yep, your all set" and turned and walked away from me. I was to assume that botello lumber had rectified the situation, and I proceeded to check out with my goods I was purchasing, and went over to their millwork department to pick up the extension jamb they produced for me. I spoke with the millwork workers, and thanked them for their dilligence and loaded the item in my truck and proceeded to the guard gate at the exit to the yard, where my invoice was checked, and I was passed thru. A couple hours later I recieved a phone call from the Sales manager at Botellos (*****) and hes said "**** we have a problem." I asked, "whats the problem" he proceeded to tell me I left the yard without bieng invoiced for the extension jamb and that I owed them $225.00 for it. to my shock, i replied, "i was under the impression that you all were taking care of this problem, and I wasnt going to incurr any additional expenses" he went on to tell me I had mistakenly left the yard with a roll of Ice & Water (a roofing product), to which I was addmittedly at fault, and offered my apologies, and reassured him I would pay for it when I came in later today. after speaking in length to *****, I told him I was not in agreement to the charge, and I would return the extension jamb, since I didnt want to pay $225, a proce that was never disclosed to me at the time they agreed to make the piece. I also told him with 17 years of history as a customer, I felt abused in the situation, and if this is how they wanted to do business, i would not be continuing business with them. He said "fine." and hung up the phone. Approximately 2 hours later I arrived at Botello Lumber to return the extension jamb, and speak with the General Manager (****) regarding this situation, and after a 30 minute conversation, she was in agreement that I was not at fault, and Botellos should have rectified the situation. She then asked if I wished to speak with the CEO, to further resolve the situation, and since my integrity was at stake, I absolutely agreed to that meeting. At 2:31 pm I recieved a phone call from ***** Botello (CEO), which proceeded as follows: ****: Hello, this is ****. *****: ****, ***** Botello. How are you? ****: Ive been better *****. Im a bit bothered by this situation. *****: Well, my guys are saying you left without paying for materials. ****: And theyre sticking to that? *****: Yes. you did take materials without paying. ****: I was told I was all set by *****. *****: Lenny never said that, and the millwork guys also said you said you didnt have an invoioce, and you said you werent paying. ****: I never had that conversation with the millwork guys. I merely thanked them for their dilligence, and they explained a bad cut they had made that might make the piece unusable to me. I reassured them I'd be able to use it and... *****: listen, ive heard enough. you stole from the company. ****: No, I mistakingly tool a roll of ice and water, and brought it immediatly back and apologized to *** (the cashier) for the mistake. *****: like I said, Ive heard enough. Im having a no tresspass issued. and your not to return to the store. (hung up). I am disgusted, and completely taken back by the way Botello Lumber, and its employees have handled this situation, and their complete lack of regard for consumer relations in whole.
Desired Settlement: I want the extension jamb as promised, so I can finish my project, and I want an apology from the owner, with an explanation as to why after 17 years of business, I would be treated in such an ill manner. I would also like them informed of a defamation suit to follow any slander if it happens.
An order for an ********
window was placed on February 19, 2013. The order was for an ******** ASW 5’-0
window and did not include extension jambs.
The customer reviewed the order and signed to acknowledge that it was correct. There was no mention on the order that an
extension jamb was included. To order
one would be an added cost.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved