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:09/12/2022

  Type:Delivery 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.

  We ordered a shelter with benches January 28, 2022 and paid in full i/a/o $7140. We were told to expect installation towards end of April, but we figured it would take longer. I called them July 14 to follow up as we had only been sent a form letter stating material delays. During this call I was told they were working through the January orders for installation to occur mid to late August and they would call me later that day or the next to verify. No call. Received another form letter with excuses and some reasons for delay, none of which keep them from being able to return a call.I called again Sept 8 (Thursday) and was told a manager would call me by a certain time; he didn't, so I called back and actually did speak with him. At this point, my husband and I are just wanting a refund since we have lost confidence and haven't received anything. I noted others who ordered after us had received their shelters. The manager said he had the order and note from the July follow up and simply said he had no idea why we fell through the cracks twice. He offered to have it installed in 2 days. So suddenly, after I put forth all the effort, they are able to provide what has been paid for since January in two days. I explained that this makes me feel as though they would just be putting someone else off who hadn't happened to call and I don't think that is the way to do business. I stated again that we just want a full refund so we can go elsewhere. Then he says he will need to contact the owner because cancelling an order causes a lot of paperwork (all on their end) and to give until Monday (today). They are closed today, so once again I am not going to get a promised update.The resolution I want is simply a full refund since we haven't received anything. They move on, and we move on. I have lost complete confidence at this point in the company and its management.

  

  Business Response

  Date: 10/13/2022

  Customer called on 9/8/22 (Thursday) and wanted to speak to a manager about the delay in getting their shelter installed.  They were told that the manager would call them back that day.  ******** called back shortly after manager arrived at the showroom on that same day.  He did explain that there had been a mistake and that their shelter would be installed in two days or as soon as possible that would fit in customer's schedule.  Customer declined that offer.  Unfortunately, we are still reeling from the aftereffects of the pandemic shutdown.  This included not only supply chain issues for parts and supplies but also the severe lack of an eligible employee pool.  We have made great strides in both areas but most unfortunately there were mistakes made and challenges to overcome.  We apologize sincerely for the delays and miscommunication and did reach a solution that was agreeable to this customer.

  Customer Answer

  Date: 10/13/2022

   
  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.  I do, however, feel as though they are passing the buck a little with regard to employees and the shutdown.  None of those things prohibit this company from providing proactive communication, especially when multiple mistakes are known to have occurred.  Communication, promised follow-up, and an engaged owner are things that CAN be controlled very easily.
  
  Sincerely,
  
  ******************