ComplaintsforBuildDirect

• Initial Complaint

  25/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased pre finished hardwood flooring in May of 2021. The order numbers are ******* and *******. We followed all the recommendations and guidelines for installation and had the floors professionally installed. The flooring is also covered under warranty. Slowly over the course of the two years that the flooring has been installed many of the planks started splitting and peeling around the edges. We have contacted the company many times to get this issue resolved and they keep making it very difficult and try to blame our usage of the floor for these issues. The reason this is completely not accurate is that the damage is consistent within each plank and differs from plank to plank as can be seen in the pictures. After much contact and back and forth with the company through the course of the past year to have this issue fixed, which is covered under the warranty, the company required us to pay them over $400 for them to send out an inspector who was clearly only asking questions to try and put blame on our usage of the floor for the damage. Once he was not able to find anything, he tried blaming it on the wood cleaner we use. And since this issue is scattered across different planks throughout all of the flooring, it all needs to be replaced and reinstalled. Communication with this company has been very ****, ************* *** *************.

  

  Business response

  26/09/2023

  Thanks for taking the time to provide this feedback.

  We aim to solve every situation possible, in cases where customer wish to execute on the warranty for a full replacement of the floor, we do require a third party, independent flooring inspection to take place.

  This inspection happened in this instance as the customer has mentioned and a copy of the report has been attached for reference.

  In short the conclusion is that the cleaning materials being used are damaging the surface of the product which is the root cause of the issue.

  The warranty does not cover this instance, as we have no control over what products the customer ultimately uses. We do provide care and maintenance guides with recommendations, but if people do not follow this there is little we can do.

  I am sorry to say since this is not a valid warranty claim we cannot offer a free replacement of the floor, along with installation costs, nor can we offer a refund on the inspection fee (this is only refundable if the inspection concludes that there is a valid product issue).

  We would be happy to work with the customer on discounting replacement material as a possible solution, but this wouldn't be free material, we would simply offer a slight discount vs the advertised price.

  Please let us know if there's anything else we can do to help.

  Kind regards,

  BuildDirect

  Customer response

  29/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Firstly, we were not given any choice of inspectors and were actively warned about using an inspector other than the one recommended and provided at a 'discount' by the business, although they say they have no affiliation with the inspection company.

  Second, I was not home at the time of inspection and the inspector spoke to my wife who does not understand or speak English very well. When asked about the cleaning product, she tried to explain to him that the cleaning solution in the bottle was NOT ****** Oil Soap. It was a water based cleaning solution as is recommended by the manufacturer and builddirect. She was only using that old bottle as it was a spray bottle that made it more convenient to use. This was explained to the inspector but all that made its way into the report is just that picture (which you can see the liquid in it is NOT consistent with the color of ******** Oil Soap. 

  Third, we use the same water based cleaning solution for all of the flooring. This is inconsistent with the damage that we are observing and that can be seen in the pictures. Some planks are completely unaffected while others are splitting and peeling around the edges. This is more consistent with having received a few defective boxes of planks and since they were installed in a mixed fashion throughout the space (as per the installation instructions), this is why we see many instances of planks side by side, one affected and one not at all.

  It is only fair to have the floor replaced completely and installed at no cost in addition to being reimbursed for the inspection fee.

  Sincerely,
  
  *************************

• Initial Complaint

  21/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ******* square feet of ****** flooring on February 14th of 2022. The product comes with a 5 year retail warranty, which is why I purchased it. In May of 2023 we noticed the floor begin to chip, warp, ****, and disconnect from itself.We contacted Build Direct to inform them of the issue and begin a warranty claim. They have refused to honor the warranty despite the following: It was installed by a professional contractor to the specifications on their installation instructions. Pictures detailing the damage being given.They require us to pay a company they work with on a regular basis $400 to inspect the flooring and believe they will render an unbiased opinion. I don't believe that.We have had two sperate contractors come out and verify the flooring is the problem and it was installed to specification.I am now out $4003.88 for the flooring and even more for the original contractor that installed it. I now have to pay for a new floor and a new contractor to install it

  

  Business response

  11/07/2023

  Thanks for reaching out to us.

  A member of our Customer Success team has been in touch with the customer regarding this complaint.

  In short, the warranty on all our products covers the product itself, but it doesn't cover things outside of our control such as how the product is installed.

  We don't employ any installers ourselves, we only provide the product itself. Customers are responsible for sourcing installers or installing themselves.

  In warranty cases such as this one, we use a nationally recognized company / network of professional flooring inspectors (******* *********) to review these claims and provide an un-biased report on what is causing the issue at hand. 

  If the conclusion of the report is that this is a product issue, the warranty is absolutely valid and we will work with the customer to resolve the issue.

  If the conclusion of the report is a install or site issue, then those outcomes would not be covered under the warranty. 

  In this case as per the inspection report attached, this was found to be an install related issue and a copy of the report has been sent to the customer for their records so they can work with their installer to find an appropriate solution.

  Kind regards,

  Ben from BuildDirect

  Customer response

  11/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Included below are two videos depicting the issues they deem are warranty voiding. Allow me to outline why they say they are installation issues and why I can prove they are not.

  The first "Installation Issue" they claim is that the flooring was installed with too much force, the video below shows the contractor installing the floor without the use of a hammer, and only applying as much force as is necessary to get the tiles to click.

  The second issue is that the floor is 7/16 in 6' out of flat, but the second video shows the inspector manipulating the results by lifting the level and setting it onto the measuring step.

  The third issue piggy backs off the 2nd.

  The inspector who performed the work even commented to me that "It is strange that only the area that is heavily trafficked is having the issue" Later saying "He doesn't make the decision if it is an installation issue"

  The warranty should be valid, and I had two separate contractors verify that it was a product issue, but that was not good enough for Build Direct. They required we hire a floor inspector of their choice who THEY work with on a REGULAR BASIS. One that obviously would have some level of bias towards them, if the company returned too many floors to them why would they continue to get hired. Build Direct provided no other options, only to use their inspector or we could not file a claim. 

  **********************************************************************************

  **********************************************************************************

  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a sample of flooring from Build Direct. the label on the back was ******, ********** Oak. The transmission went out in my truck. Build Direct called to see if I liked the sample; I told them yes, I did but due to financial problems I was unable to purchase it at the time. I asked them not to forget me as I still wanted the flooring but I just did not have the money at the time. I did not request a loan and there was no offer of a loan. I was then contacted about the delivery. I was unprepared. It was a full size simi and there was nowhere for it to park. ****** **** is not a major throughfare. The road is also quite twisted. I had to stand down the road on the curve and try to slow down traffic to make sure the driver did not get hit. I was not sure what was being delivered. I did know it was less important than the life of the driver! The simi was empty except for the flooring which was left at the end of my driveway. I am 73 and have 5 pieces of metal down my left side but we got the flooring inside to protect it from the weather. I had started receiving emails from Affirm. I looked at one of the emails and saw it was a loan company. I do not believe in credit. With the exception of a major investment like a home; if I cannot pay for it, I will do without. I trashed their emails. They then started claiming “my payment was past due” I had no idea what they were talking about. When I tried to contact them, I could not get through because I din not have an account number. Of course, I had no account number; I had no account. At least not one that I was aware of. Build Direct had apperently taken out a loan in my name without my knowldege, consent or permission. Both firms have been informed that I will not pay for a loan I did not request. They have also been told that the flooring delivered was not the flooring I requested a sample of and that I want it removed from my hoome.

  

  Business response

  11/01/2022

  On the 18th November the customer ordered 9 boxes of ******* Underlayment Floor Mat as well as 38 Boxes of ****** Laminate 7mm ********** **********. The customer selected to pay via Affirm, the financing option we offer at check out. (See: Order Confirmation)
  BuildDirect cannot submit a financing application on behalf of a customer. Only the customer can select this option on our online checkout at the point of ordering. They must provide certain pieces of information in order to get financing approved and complete their transaction which is what the customer did on the 18th November. 
  On 30th November the customer received the delivery for her order and signed the proof of delivery taking ownership of the goods. (See Attached: Proof of Delivery) 
  On 4th December the customer emailed us saying the delivery was a bit 'chaotic' but that she had received her order and she was very happy. We replied to this email on the same day, 4th December. No further action was required at this time. (See: Email 1)
  On the 23rd December, the customer emailed us saying she got the wrong material and doesn't understand why her order has been paid via finance and requested to return her order. We replied to that email on the same day requesting images of the goods received to verify which product she received. There was no response to date to our email. (See: Email 2)
  On the 27th December, the customer emailed us again asking us to pick up the flooring. We replied to that email the same day, the 27th December, again requesting information on which product she received to be able to do this. To date we have not received a reply to this email. (See: Email 3)
  On the 28th December, the customer sent us another new email requesting that we pick up the flooring delivered. On the 30th December we again replied, but to date have not had a response to that email (See: Email 4). 
  On the 7th January the customer left BuildDirect a 1 star review on **********, again claiming that BuildDirect took out a loan on her behalf (which is not accurate or possible), and requesting that we pick up the flooring. BuildDirect replied to the ***** ***** review the same day again requesting that the customer reply to our emails so that we can progress this matter for her. To date we have not had any reply to this request.
  We would gladly arrange for a return for the customer, but we need her to respond to our emails and phone calls in order to do so. 
  Kind Regards, 
  The BuildDirect Team
  

  Customer response

  15/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:  I DID NOT apply for a Loan.  Credit is a **** played upon the American Public.  I do not have a credit card.  I do have a debit card from my bank and that is all.  Due to this ***** concocted by by Affirm and Build Direct the web has lost a posabile coustomer. 

  I have a letter going out to all three credit rateing companies.  I have been blocking the calls coming from collection companies.  AND I will NOT pay their ********** loan. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  17/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased "made to order custom" stair nose wrap moldings from BuildDirect 6/9/21 Order # ******* Amount Paid - $996.42 Our general contractor finally came to do job (all contractors are backed up for weeks) last week and the moldings DO NOT MATCH the engineered hardwood we ordered from BuildDirect. The flooring we order has grey veins and knots throughout and the stair nose molding DOES NOT. Not only is it darker in color, it's a leas quality wood and gaps when you put the two pieces together. I called BuildDirect and asked for a credit as I needed to order more engineered hardwood flooring to have our contractor actually make TRUE custom nose wraps and the manager wouldn't even respond or take call. Jerome in customer service who sounded like he was working from home and had no clear what customer service is, said I would hear back within a day. NOTHING. Called today and Jerome said manger told him too bad - wood close enough. HORRIBLE SERVICE. I want a FULL REFUND

  

  Business response

  11/09/2021

  We apologise for our slow response to the customer complaint with BBB.  This was from a combination of change in staff with the team that manages the BBB account, and a slower than usual process for our claims & sales teams to review the full case ahead of our reply.
  
  The customer placed an order (Order 1) for flooring order on 8th June 2021, and it was delivered on 17th June. The customer then purchased a second order (Order 2) of an attached stair-nose molding on the 9th of June, delivered on 26th of June of a value of $996.42.  We offer a 30-Day money back guarantee on our flooring, with clearly marked exceptions for made-to-order products.  The attached moldings the customer ordered (Order #2), are marked as made-to-order and are final sale.  The following information is provided on the product page of the moldings she ordered: *********************************************************************************************** ***** *********
  
  Product page disclaimer: "Our moldings are not designed to be an exact match, they are carefully blended to complement the color and finish of your floor, therefore variation in wood grain and color in different pieces is to be expected. Please note this is not a defect but a way to capture the various natural grain and color characteristics of the flooring. Whether you want a uniform look or a variated look between your moldings and flooring, we suggest having the installer sort through floor boards prior to installation to select end boards that best pair with the look you are after. Pre-selecting flooring that will lay next to your moldings before installation will ensure an exceptional result that meets, or even exceeds, your expectations.
  
  Please note that our moldings may be made from different materials or species than the floor boards, but are still crafted to complement any given flooring as closely as possible.
  
  Please note that these moldings are made to order, only after the order is placed. This production time is taken into consideration when estimating shipping timelines, so please expect a longer lead time for the production of these custom made products. Also, as with all of our special order products that are custom made, our 30 Day Money Back Guarantee does not extend to these custom made products.  Flooring should not be installed until the moldings have arrived."
  
  The customer raised a complaint about the color difference between the moldings (Order #2) and the flooring (Order #1) on August 16th, 2021, 51 days after having received both products.  She requested a full refund on Order #2, and to place an additional order (Order #3) of the same flooring product she had ordered as part of Order #1.  She requested we fulfill Order #3 below our minimum order quantity.  After reviewing the customer submitted photos, our claims team responded the next business day on August 17th.  We deemed the variation of color was within expectation, and met the customer disclaimer on site, and therefor was not eligible for a refund.  We did agree to fulfill her requested Order #3 below our minimum order quantity, and to provide it at a discounted price.   32 minutes after our reply, the customer informed us she had left a review on BBB and would be in contact with our executives. (see attached email exchange)   The customer did not respond to further communication from our claims team, nor the executive team member who followed up with her.
  
  After an internal review of the case, our team made the decision to provide the customer with a full refund, against policy.  The refund was process yesterday, September 10th, 18 business days following her originally complaint to our team. 

  Customer response

  29/09/2021

  
  Complaint: ********
  
  I am rejecting this response because:  Returned product per BUILD DIRECT request and STILL waiting for a refund per their correspondence 9/21 - Have emailed them 3x asking for update.  They have had the product over a week now and still haven't processed refund.

  NOTE TO BUSINESS:  DO NOT SELL stair nose wraps as CUSTOM WRAPS.  THEY ARE NOT CUSTOM!!

  
  Sincerely,
  
  ******* ******

  

  Business response

  29/09/2021

  Thank you for providing an update on your refund. A chargeback in the amount of $996.42 was processed on 9/29 and customer should take receipt of her refund within the next few business days. The customers bank will be able to confirm the chargeback was accepted by BuildDirect today.  This claim is complete with the customer receiving a refund. Thank you. 

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 3 boxes of ************ **** tile on April 15 2021. Each box was $59.99 but only 2 boxes arrived on April 23 2021 which was the arrival date. After given extra days thinking Delivery was running behind later I soon contact the company by email. Days later the Company contact me back on April 28th saying they were checking into it and will get back with me but have not. Now because so much time has passed I have no need for the 3rd box of tile and would like BuildDirect to Reimburse the $59.99 back on my credit card. Thank you very.

  

  Business response

  14/05/2021

  We have contacted the customer and issued a refund.

*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. ↩