Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 windows over the phone. THEY ONLY DELIVERED TWO OF THE THREE WINDOWS. They told me the third window got broken and they would have to reorder it. THE TWO WINDOWS THEY DELIVERED WERE THE WRONG SIZE. I called within minutes of them delivering and I told them the two windows they ordered were the wrong size. I tried to return the windows and reorder them but they told me I would have to pay to get new windows and that they would not take the old ones back. THESE ARE NOT THE WINDOWS I ORDERED. THEY ARE THE **** WHO WROTE THE DIMENSION WRONG OVER THE ****** I SHOULD NOT HAVE TO PAY FOR THEM. I tried to offer a more reasonable solution but they refused and told me I had to keep the windows that I could do nothing with. They would not work with me at all.I CANCELED THE THIRD WINDOW THAT I NEVER RECEIVED AND TOLD THEM I DIDN'T WANT TO WAIT ANOTHER 4 WEEKS AND I HAVE NOT GOTTEN REFUNDED FOR THAT EITHER. THEY ARE THIEVES

  Business Response

  Date: 08/25/2025

  Allegheny Millwork & Lumber strives to exceed our customers' expectations; and we are proud of the relationships we have with all our customers, suppliers, and the community in general. If there was anything we could have done for Mr. *** and his situation to get him a refund, we absolutely would have (and tried to); but unfortunately, special-order product is just like the name suggests- specially ordered for the customer. In the industry AM&L operates in, products like these are almost always non-refundable; this is why our sales team not only explains this to our customers, but we note this on every customer order we prepare. 

  
  We understand that Mr. *** is upset and understand his frustrations, as well as his decision to end communication with AM&L; but from AM&L's perspective, Mr. *** is currently in possession of $1,811.25 in stolen property since he's already been refunded his money via the credit card chargeback. We hope that the Office of the Attorney General can assist AM&L in the next steps of coming to an agreed upon resolution with Mr. ***. 

  
  Please let me know if I can provide any other information on behalf of Allegheny Millwork & Lumber in regards to this. Thank you for your time. 

  
  Sincerely, 

  ******* ** ******* 
  Controller 

   

  Timeline of Events: 

  
  3/29/2024 - Mr. **** *** requested a quote for special-order windows. Mr. *** and my salesperson went back and forth a few times (I think there were 3 separate revised quotes) before the final quote was agreed to and signed off on. The final quote/order was for 3 special-order windows, and 2 of them were the same size. Industry standard of listing measurements is always width x height. Mr. *** provided his own measurements, which my salesperson used to create Mr. ***'s quote/order. My salesperson explained to Mr. *** that special-order products are non-returnable/refundable. This is also noted on his (and every) AM&L order. Mr. *** was emailed the final quote/order for review, he approved/agreed to everything, provided payment in full over the phone, and the order was placed. 

  
  4/18/2024 - The windows are delivered to AM&L, but 1 of them arrive broken. AM&L reordered the broken window and notified Mr. *** to see if he wanted to pick up the other 2 windows, or wait until the new one comes in and pick up all 3. He explained he wanted to have the 2 good windows delivered, so AM&L delivered these the next day. 

  
  4/19/2024 - My salesperson contacted Mr. *** to explain the ETA on the broken window was 4/30. Mr. *** then explained that the measurements on the 2 windows he was already in possession of were incorrect. The measurements on the windows Mr. *** ordered were 55'' x 51", and he needed them to be 51" x 55". The 3rd window (replacement still in the process of being sent to us) had the correct measurements Mr. *** was expecting. 

  
  4/23/2024 - Sent Mr. *** a quote for 2 new windows with $450 taken off, which was the best we could offer him. He explained he wanted to return the 2 windows with incorrect measurements and that he would pay a restocking fee. We reached out to our supplier (Jeld-Wen) to see if they would make an exception and return Mr. ***'s incorrect sized windows and they would not, so we explained to Mr. *** that paying a restocking fee unfortunately wasn't an option. Mr. *** said at that time he would get back to us on our offer on 2 new windows with the $450 credit. 

  
  5/6/2024 - My salesperson reached out to Mr. *** to let him know the 3rd window had arrived and asked Mr. *** when he would like it delivered. Mr. *** responded, "Good Morning Kevin, I do not want my windows from you. I only want my money back. Do not contact me again. You can contact my lawyer moving forward who has already been in touch with your company. I have already filed a complaint with the BBB, AG, and my Credit Card Company. Have a great day." 

  
  5/10/2024 - Received chargeback letter on AM&L Order #***********, and the amount of $2,954.63 (order total) was debited from AM&L's bank account. 

  
  5/16/2024 - Received consumer complaint letter from the Office of Attorney General - Bureau of Consumer Protection which was filed on 5/10/2024. 
  At this point, Mr. *** has been refunded the order total via the chargeback. Regardless if they're the wrong size, he is still in possession of 2 windows with a total value of $1,811.25. If Mr. *** doesn't intend on paying for these (which seems to be the case since a chargeback was filed), AM&L would need the product returned to us; but as mentioned above, Mr. *** demanded that no one from AM&L contact him again. 

  
  

  Customer Answer

  Date: 08/25/2025

  
  
  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,
  
  
  
  **** ***