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Business Profile

Building Materials

Monarch Materials Group

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/03/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    October 31, we spoke with their salesman, and told him that the window opening was 48x48. We also brought the existing window and he measured it there. He believed that his replacement was the right fit, even though it was in fact larger than the current window. We asked specifically if we could bring them back if they didn't fit and he affirmed, yes, we could bring them back. Not one word was said about a restocking fee if we brought them back. He charged our credit card for the windows and gave us an invoice afterwards. At the bottom of the invoice, in tiny lettering, it does say there is a 25% restocking fee, but at that point we had already paid for the windows and, frankly, not being professional contractors, we didn't know we needed to check for fees we had not been informed about while discussing the return policy. After getting the windows home it was apparent they were too large for the opening. My husband took the windows back today, Nov 3, still in their packaging. We did all the work - we drove to *********, we loaded our vehicle with the windows, we unloaded them when returning them - their worker had maybe 5 minutes grand total to get the windows when we purchased them and then return the windows to their stock upon return. They are unwilling to forego the 25% restocking fee, so we are out $183.75 for two windows, which their salesman sold to us as the correct replacement (and he had our current window right in front of him). I understand that in the state of Colorado fees of this nature must be disclosed PRIOR to charging our credit card. They were not. Respectfully, we request that the full amount be refunded to our account, or at the very least they retain only an appropriate amount to actually account for the time required to get the two windows from stock and return them to stock, which was a grand total of 5 minutes. Even if they decide to charge for the 5 minutes of work, that would result in a restocking fee of $15-20.

    Customer Answer

    Date: 11/07/2025

    This morning I received a phone call from Monarch regarding my complaint and request for reconsideration on their restocking fee.  We were able to reach an agreement and I wish to withdraw my complaint at this time.

    Thank you so much,
    ******* ****

Monarch Materials Group is NOT a BBB Accredited Business.

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