BBB Accredited Business sinceFind a Location
1 of 1 images | See All Images >>
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers retail and wholesale lumber hardware and milling services as well as showrooms for all your remodeling needs including windows, doors, trim and moldings and tool repairs. This company offers retail sales of building materials such as lumber, hardware, plywood, concrete, etc.
Request a Quote
A BBB Accredited Business since
BBB has determined that Golden State Lumber 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 13 factors. Get the details about the factors considered.
Factors that raised the rating for Golden State Lumber 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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMs. Jessica Scerri, President Mr. Danny Della-Santina, General Manager, San Rafael Mr. Ralph Panttaja, General Manager, Stockton Mr. Eric Schmies, General Manager, Brisbane Mr. Nick Terra, General Manager, Newark
Number of Employees
Lumber - Retail Windows Lumber Carriers Hardware Consultants Lumber - Wholesale Lumber Mill Representatives Milling Cutters Building Materials Hardware - Retail
Service AreaThis business service ara covers Atherton, Belmont, Brisbane, Burlingame, Colma, Daly City, East Palo Alto, Foster City, Half Moon Bay, Hillsborough, Menlo Park, Millbrae, Pacifica, Portola Valley, Redwood City, San Bruno, San Carlos, San Mateo, South San Francisco, Woodside, San Francisco, Cloverdale, Cotati, Healdsburg, Petaluma, Rohnert Park, Santa Rosa, Sebastopol, Sonoma, Windsor, Benicia, Dixon, Fairfield, Rio Vista, Suisun City, Vacaville, Vallejo, Belvedere, Corte Madera, Fairfax, Greenbrae, Kentfield, Larkspur, Mill Valley, Novato, Ross, San Anselmo, San Rafael, Sausalito, Tiburon, American Canyon, Angwin, Calistoga, Lake Berryessa, Napa, Oakville, Pope Valley, Rutherford, St. Helena, Yountville, Arcata, Blue Lake, Eureka, Ferndale, Fortuna, Rio Dell, Trinidad, Alameda, Albany, Berkeley, Dublin, Emeryville, Fremont, Hayward, Livermore, Newark, Oakland, Piedmont, Pleasanton, San Leandro, Union City, Ashland, Castro Valley, Cherryland, San Lorenzo, Sunol, Antioch, Brentwood, Clayton, Concord, Danville, El Cerrito, Hercules, Lafayette, Martinez, Moraga, Oakley, Orinda, Pinole, Pittsburg, Pleasant Hill, Richmond, San Pablo, San Ramon, Walnut Creek, Albion, Anchor Bay, Boonville, Branscomb Calpella, Caspar, Cleone, Comptche, Covelo, Dos Rios, Elk, Fort Bragg, Gualala, Hopland, Inglenook, Laytonville, Leggett, Little River, Longvale, Manchester, Mendocino, Navarro, Noyo, Old Hopland, Philo, Piercy, Pine Grove, Point Arena, Potter Valley, Redwood Valley, Rockport, Talmage, Ukiah, Willits, Westport, Yorkville, Clearlake, Clearlake Oaks, Cobb, Hidden Valley Lake, Kelseyville, Lakeport, Loch Lomond, Lower Lake, Lucerne, Middletown, Nice, North Lakeport, Paramore Springs, Upper Lake, Whispering Pines, Crescent City, Burnt Ranch, Coffee Creek, Douglas City, Hayfork, Hyampom, Junction City, Lewiston, Mad River, Ruth, Trinity Center, Trinity Village, Weaverville, Big Bar, Helena, Peanut, Salyer, Zenia,
Alternate Business NamesGolden State Lumber, Inc.
1100 Andersen Dr
San Rafael, CA 94901 (415) 454-2532 (707) 206-4100 Directions
38801 Cherry St
Newark, CA 94560 (510) 494-4922 Directions
601 Tunnel Ave
Brisbane, CA 94005 (415) 468-1000 Directions
855 Lakeville St Ste 200
Petaluma, CA 94952 Directions
3033 S Airport Way
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
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?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
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.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (415) 468-1000(Phone)
- (510) 494-4922(Phone)
- (415) 454-2532(Phone)
- (209) 234-7700(Phone)
- (415) 468-4690 (Fax)
- (415) 454-6318 (Fax)
- (510) 494-4922 (Fax)
- (209) 234-7900 (Fax)
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.
Read Complaint Details
Complaint: The pre-hung doors were not built to order specifications. The company initially assured to fix the issues but stopped responding later. I ordered doors for our house remodel with this company. We noticed a few issues with a couple of pre-hung doors that we received: 1. We had ordered a custom door for a double-stud wall. The door was supposed to be built to accommodate an automatic door bottom and a peal-and-stick seal for sound insulation. I had already ordered the door bottom and seal online. The sale person was supposed to collect it from me and deliver to the door manufacturer. He indicated that he only needs the door bottom. The door seal can be applied anytime after the door is installed. The door however was not manufactured to accommodate the kind of seal we had specified. When we finally applied the seal, the door could not be closed. I reported this problem to the sales person more than a month ago (Apr 18th). He initially promised to get it looked at, but nothing has happened yet even after multiple email and voice messages. 2. One of the closet doors was missing a ball-and-catch mechanism. I have been assured several times by the sales person that he will get it installed but it has not happened yet. The sales person initially assured that he would get all the issues taken care of. But even after repeated reminders he has failed to do so. Recently he has stopped responding to my email or voice messages. I tried contacting the branch general manager, but did not hear back from him either.
Desired Settlement: Please either fix the issues or provide new doors built to the order specifications.
Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */ Hello Below I have addressed the issues listed by ****; 1. We supplied ****'s contractor with a door and **** then purchased an aftermarket weather-stripping from a secondary supplier. Unfortunately both the door and the weather-stripping were both installed incorrectly by the contractor. 2. The closet doors were ordered and shipped with the correct hardware; the strikes come taped to the door as they cannot be properly installed until after the door is fully installed. These strikes were misplaced on the job-site by the door installers. The replacement parts were reordered (at our expense) as soon as we were aware of what was needed. These parts have been in my office for a while waiting to be picked up by the contractor. Unfortunately there has been a misunderstanding between **** and his contractors, **** was under the understanding that Golden State Lumber would be coming to his house to fix these items. Golden State Lumber is a retail supplier only we do not do any construction. We supply material to contractors and home owners alike. We do our best to help guide them on which products are best for their project, however it is up to the purchaser to be sure the material is installed correctly. I met with **** and his contractor on site and I explained the issues and gave some solutions, I also explained to **** Golden States Lumbers position as a supplier and that it was the Contractors responsibility to install the product correctly. When I left both **** and the contractor had discussed options on how to fix the issues and were working on establishing a plan. Initial Consumer Rebuttal /* (2000, 7, 2014/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)