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:11/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  In September I bought a counterbalance step for my tapco brake. When it arrived only have of it was there. When I contacted mbs they told me that only one tread was included in my order. I went back to my order took a screen shot that clearly showed 2 treads and emailed them back and told them that I was supposed to receive 2 treads. I did not include the picture. About 3 days later he emailed me Back with a link to the product description that showed only 1 tread. In that 3 dats they changed the product description and picture. So I sent them the screen shot I took and told him that this kind of shady business practices was not acceptable and they needed to honor what they sold me, if not I was going to return everything I had bought. He told me "This product will have to be returned to the manufacturer Van Mark, we will have to get return authorization from them and forward it over to you. You would be responsible for the return shipping cost as well as a 20% restock fee. Please let us know how you would like to proceed at your earliest convenience". I kept what I ordered and never received the other tread but this is not the way a company should be able to conduct business. This one tread was $204. I have pictures and emails of the entire conversation and both products descriptions when I ordered and after. Thank you.

  Business Response

  Date: 11/16/2023

  Hello,

  Thank you for bringing this to our attention. We had the pleasure of working with this customer on providing a proper solution.

  We reached out to the customer on 11/6 addressing the issue and confirming rather or not they would like a replacement or a refund, for the error posted on our website. Although, the price paid was for one step, our website showed in the photo that there were two included. The customer was rightfully due a second step or a refund. The website also needed updated, which has been completed.

  Although, this item is usually on backorder for 6-8 weeks, we were able to explain the issue to the manufacturer and get the replacement escalated. The second step shipped on 11/13 via FedEx ************, and delivered on 11/14. The customer has reached to us out confirming the delivery, and the issue has been closed.

  Thank you again!

  -BuyMBS Team 

• Initial Complaint

  Date:09/08/2023

  Type:Product 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.

  This establishment's business model is a swindle:
  
  They sell CetainTeed soffit, which you can buy in either 12' or 6' lengths. I need soffit cut to 23.75" lengths, and since the cost of 12' lengths is significantly higher due to shipping and I didn't need longer lengths, I ordered the 6' lengths. Consider: 6' = 72". 72" divided by 3 equals 24", which is 1/4" longer than each piece I need (perfect!), leaving me with under an inch of product wasted per soffit length. Great!
  
  BuyMBS receives the 12' lengths from CerainTeed and then cuts them in half in their warehouse prior to shipment. They cut mine off-center at 70.5" and 73.5", which means that I had to waste 2/3 of the product because the third piece of each soffit was a mere 23" - 3/4" short of my needs.
  
  BuyMBS refused to make good, stating that the sizes are approximate. This company is a total swindling rip-off. After finishing this post I'll call CertainTeed - a first-class company that stands by their product, which is why I purchased it in the first place.

  Business Response

  Date: 09/13/2023

  Hello,

  Attached are documents that support this BBB complaint has been handled and a resolution was provided to the consumer. Unfortunately, I believe there was quite a bit of confusion with all parties involved. Luckily this was escalated to management to review. The customer's issue was investigated and the customer was initially contacted on 9/8/23 with two options to resolve the issue. We also called the customer on 9/8/23 to fully understand their issue, explain why the product was cut the way it was, and to apologize for the confusion/ error on our behalf. We quickly realized our mistake, informed the shipping department, and the replacement was processed as requested. The replacement shipped on 9/8/23 via UPS tracking ******************, and delivered 9/12/23. The customer was contacted on 9/13/23 to ensure the replacement arrived in good condition. 

  We thank you kindly for the opportunity to correct our mistake. Have an amazing day!

  Customer Answer

  Date: 09/14/2023

  
  
  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.

  More than that, on a scale of 1 - 5 with "1" being "poor" and "5" being 'excellent" or "outstanding", MBS converted my performance score of them from a "1" to a "5".

  I agree that I may have been lucky that management got wind of the issue, but perhaps it wasn't just luck but their intentional operational awareness and dedicated concern to do right. They either saw my Google Review (to which they immediately responded) or learned of this issue from the BBB. Either way, MBS went out of its way to correct the issue and then took extra steps after resolution to be sure they got it right.

  Rather than a black mark on their reputation, I view my initial complaint as a perfect test case, which allowed MBS to prove that it stands by the products they sell and will go the extra mile to ensure they get it right whenever there are hiccups along the way.

  Thanks to all for moving this to expeditious resolution.

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

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  On the morning of August 31, 2022, this company delivered shingles to our residence for installation. Irresponsibly, they drove on and parked their nearly fully-loaded flatbed conveyor delivery truck on our concrete driveway, causing stress cracks (which are now very pronounced) and heaving/buckling issues that are now being worsened by the cold winter weather. We have photos of the vehicle parked on our driveway, with improperly placed outriggers—that did not allow for proper weight distribution—as well as no pads underneath. Most importantly, the 40,000 lb. delivery truck should have never been parked in the driveway in the first place. I have made an attempt to contact them through my contractor, and most recently via their corporate contact page. Over a month has gone by with no contact.

  Business Response

  Date: 01/17/2023

  Re:         Case #********
                  Consumer
  name:             **** ****, **** ********
  **., *****, ** *****
  
                  Our
  records indicate that Modern Builders Supply, Inc. (“MBS”) made deliveries to
  the consumer’s home on August 31st and again on November 3rd.
  No issues were raised with our delivery personnel on either of those dates
  concerning property damage. If, as the Consumer indicates, notice was made to
  his contractor about driveway damage, that information was not forwarded onto
  to MBS. MBS was not made aware of this issue until January 3, 2023. A claim was
  prepared that was promptly forwarded to our insurance carrier and we were informed
  on January 5th that an adjuster had been assigned and would be
  reaching out to the property owners. I have checked to see if contact has yet
  been made and will provide more information on the claim’s status when they get
  back to me.
  
  
  ******* *. *****
  Vice President
  & General Counsel 

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I informed my contractor immediately upon noticing the damage to the driveway and he, supposedly, made immediate contact to his local rep, ****—who was supposed to come by and take pics assessing the damage, but never did. I reached out to my contractor several times to find out any details of the report of damage, though had no such luck in getting a reply. At this time, I reached out directly to MBS. 
  

  MBS’s insurance company did reach out to me on 1/05/23, and said that it’d be in the company’s best interest to replace the driveway, however did not get a follow-up email from the insurance company within 24 hours as stated I would. It has now been 2 weeks since I last heard from anyone (MBS or the insurance company).
  

  As a result, I cannot accept this response as it has not been made clear to me if a remedy is in progress. Instead, I’ve been in limbo, waiting for contact. 

  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 02/01/2023

  This complaint was first received by our Insurance/Transportation Department on January 3rd. Our carrier was immediately notified and I have been informed that this claim has been fully paid and our file was closed on January 27th.  

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The claim hasn’t been fully paid, and the file should not be closed. The insurance company did not physically send an adjuster out to our home to do a thorough and qualified inspection. Furthermore, they did not even have the correct address on file, therefore had literally no way to reference the actual damage, nor the exact area of the driveway.
  

  The damaged sustained was substantially more than pictures would be able to accurately show—such as the heaving and movement of other slabs from the extreme weight of the delivery truck, not to mention, future issues that haven’t yet presented themselves, such as additional movement that is likely to show in the upcoming, weather transitioning months. 
  

  As a result, the damage was underestimated by a considerable amount due to this unethical procedure. The insurance company issued a payment amount solely based on estimates generated by a computer program. I did not agree to the amount being paid out, and conveyed that very clearly to the insurance company.

  Lastly, MBS (Modern Builders Supply) did not ask us for permission to park on the driveway as they should have prior to doing so. Typically, a release needs to be signed by the homeowner to allow a truck with this kind of weight to be granted access on a driveway with a pressure rating way less than that of the truck. MBS neglected to do this, and as a result caused significant damage to our driveway, which had absolutely no integral issues prior to their arrival to our home.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:09/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I ordered outdoor window shutters in August, Order # ******, delivered on 8/20/22. They were the incorrect size and I requested an exchange for the correct size. Customer Service informed me: there are no exchanges, no refunds, I would have to pay a 20% restocking fee AND I would have to pay shipping to return the incorrect shutters.
  
  I am requesting reimbursement for the return shipping of $60. I am also asking for a refund of the restocking fee of approximately $60.

  Business Response

  Date: 09/09/2022

  On 8/23, this customer ordered  six pairs of 12"x31" black shutters from our online store. I have provided two images; one of the customer's receipt and one from our CRM. The following day we shipped out the shutters that were ordered.

  The customer requested to return these shutters because they would prefer a different size. As our company had correctly fulfilled their original order, we informed them they would be subject to our return policy at ********************************* and attached here as an image which requires the customer to pay for the return shipment and they would be subject to a 20% restocking fee, which mostly goes toward recovering our costs for the original shipment to them.

  The customer returned the shutters and was refunded on 9/8.

  Customer Answer

  Date: 09/12/2022

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

  When I ordered the shutters, the size listed in the Shopping Cart was 14.75 x 63. This size was also listed when I placed the order. When my order confirmation arrived, the size had changed to 12x31. This was the size that arrived and I was denied and exchange and charged exuberant fees. 

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

  Business Response

  Date: 09/12/2022

  The customer paid $279.48, the price of the six 31" shutters that were sent to them. They were sent an email receipt at time of order and a tracking email the morning we shipped out the order, both  clearly listing the 31" shutters that they ordered and received. The customer did not notice a $120 discount at the payment screen and disregarded two emails clearly showing the item they ordered so we have no reason to believe they ordered anything other than what they had received. 

  Customer Answer

  Date: 09/12/2022

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

  I was unaware that I needed to review the email notifications about my order and also that I had the option to make changes to the order at that point. I was under the assumption I could exchange the merchandise, similar to any other online retailer on the internet. I paid for the return shipping. However, charging the re-stocking fee on top of that (which you said covers the return shipping) is exuberant. This is an unfair business practice and the main reason for my escalation to the BBB and my social media reviews/posts. 

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