Complaintsfor84 Lumber

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a house and the windows are still under warranty. ******* ****** came out in March or April 2022 and said that he would order a replacement window for a window where the seal has broken and it is now become cloudy inside between the two panes of glass . We were told that it would be replaced before it became cold. It has not been replaced, and we have not heard from him. I understand the problems with Covid but I would like to hear what they are doing about. He does not return our calls. I’ve contacted the co-manager by the name of ***. He said he would look into it. He does not return our calls. In December of this year I contacted corporate. I spoke to a young lady but I did not get her name. She said that she would call them and either she or the manager, I think his name was *****, would call us back. Neither one called. However, **** ****** did call and left a voicemail. I returned his call They went out and talk to him and I was told to call back on his cell line and of course he did not pick up . My husband and I have called three ***es, left three left 3 messages and he has not returned our calls. We would like the warranty honored and the widow replaced.

  Business response

  01/18/2023

  [BBB Transcription via Mail]

  ******** ******** 
  BBB Northwestern Ohio & Southeast Michigan 
  Integrity Place - 7668 King's Pointe Rd Toledo, OH 43617 
  Letter date: 1/10/2023 
  Thank you for the letter, we appreciate the opportunity to respond to claim ********. 
  I am very sorry to hear about Mrs. ********'s continued issue with her window replacement. I can identify two immediate reasons for the substantial delays. The associate who initially handled the order is no longer with the company, so someone else had to step in to pick up where they left off. Also, the warranty is held by the window manufacturer, which is Silverline. Our stores do not stock windows or window parts, due to the customizable nature to these products. When a customer requests replacement parts while under warranty, the 84 Lumber store still must reach out to the window vendor and place an order for the required components. The first time we did this, the order did not go through to the vendor as planned. We don't know why this happened, but it was not brought to our attention until Mrs. ******** spoke to our team headquarters. While these factors were an unfortunate contribution to Mrs. ********s wait time, they are no excuse for the service she received. 84 Lumber strives to provide the best customer service in the industry, and we intend to make this right. The Maumee, OH store manager has placed another order for the required parts. This time we have a valid order confirmation. The estimated lead time is 2-3 weeks, placing the expected arrival date at the end of January or beginning of February. The store manager communicated this to the customer once he received confirmation. He also plans to schedule a technician to swap out the faulty material. Our corporate office will follow up to make sure the materials arrive as promised and the service appointment is scheduled in a timely manner. I do apologize for the mishandling of this order, and we are closely examining this situation to make sure it does not happen again. 
  ***** ******* 
  84 Lumber Company 
  Customer Relations Manager 
  1019 Rt 519 
  Eighty Four, PA 15330 
  

  
  

  Customer response

  01/18/2023

  
  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.
  
  Sincerely,
  
  ***** ********

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