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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Sutherlands 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 Sutherlands include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 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||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Howard Clayton, Store Manager Clime Rd.
Lumber - Retail Paint - Retail Plumbing Fixtures, Parts, Supplies - Retail Tools - Rent Building Materials Electric Equipment & Supplies - Retail Floor Materials - Retail Hardware - Retail Home Centers
Alternate Business NamesSutherland Building Products, Inc. Sutherland Lumber Co.
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
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What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
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Additional Email Addresses
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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: The consumer wants to return a garage door. She had ordered the wrong size. When trying to return or exchange to the supplier they won't allow her to return or exchange the door because it was a special order. The return policy was not explained to her or sent with the product.
Desired Settlement: The consumer would like to exchange the door for the right size or receive her money back.
Business Response: We have been in touch with Mrs. Miller and have come to an agreement that Sutherlands will order 2 almond color garage doors 9'wide by 7' tall. These doors are special order and non returnable. Sutherlands will also refund the $518.00 she is asking for. The doors will be here in aproximatley 3 weeks and we will contact her to bring in the 2 almond doors 10' wide by 8'3" tall that she did not want for the 2 doors 9 x 7. Case ********
Read Complaint Details
Complaint: My husband and I are retired disabled seniors. We hired Sutherlands to put in a tall chain link fence and gates. Their materials quality was cheap. Their work was not good. We had numerous problems with both. We had this fence and gates put up for protection. We complained to them numerous times. They tried to fix it but, it was still not right. We argued with them about the warranty and poor materials and poor work. They take their time when responding to us. They do not want to use the right materials and fix it correctly. Whenever there was storms and high wind, the posts bent over, the top rails came apart and some were hanging, the gates were also damaged. The fence almost fell onto our cars. We wanted a good fence and gates for protection. We did not get that. My husband was tricked today into signing a paper that says they will not fix any problems. My husband has a very hard time understanding and reading things. He gets confused easily.
Desired Settlement: We would like the fence and gates fixed with the right materials that are good and the work to be good.