Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Wilson Lumber provided exterior doors to our home built by Huntsville Custom Homes (Jerry ******** We took delivery of the home in Nov 2020 and in May 2021 we started noticing mold on our hardwood floors and warping at a door entry to sunroom. We notified the builder Jerry ****** Huntsville Custom Homes on 13 May 2021 and he in turn contacted Wilson Lumber on 14 May.. We were told by ****** Lumber and Jerry ****** that it was a caulking problem and the builder would take care of it in July 2020. The door was caulked and the problem has continued, We repeatedly called the builder who said he would contact Wilson Lumber again. Wilson Lumber returned to the home with a field rep in Aug 2021 to evaluate the problem. They made a determination that the door needed slight adjustment and more caulking at bottom of door. and replacement door jam. The replacement service was done but a few days later the water leakage problem continued and now the wood flooring is continuing to warp and mold. The frame around the door is showing mold and warping as well. WIlson returned again in Sep with someone they said was from the manufacturer. They order a new floor plate and did adjustment to the hinges and added more weather stripping. A few days later when it rained the water returned to seeping into the house. The subflooring under the hardwood floors shows water damage and the frame is showing damage. The floors are warped as well with mold like stains. Now in October 2021 Wilson now says they need to come out and water test the door again. We want the defective door replaced and installed correctly and water dameged hardwoods replaced and restained.
Business response
11/18/2021
Business Response /* (1000, 5, 2021/10/26) */ We have been in touch with the homeowner and have an appointment this week to discuss further.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.