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Business Profile

Building Materials

TW Perry

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building Materials.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:03/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Order Date: 12/2/24 Transaction Date: 12/03/24 Transaction Amount: ****** Wood Cost : $454.25 Delivery: $100 I went to TW Perry ( **********************************) this location wasnt an option. To order plywood cut and have it delivered. The wood was delivered on 12/15/2024 and we noticed it was wet. We assumed it would dry so waited a few days and while I was away for work. And for our contractors to start the work. Our contractors mentioned in February (job wasnt started until I returned) That the wood turned black. The wood was kept inside the house. And wasnt touched until the contractors were ready. I contacted TW Perry about the issue and the decided to give me 3 pieces out of the damage 5. Because of the time frame. However my issue was I gave ***** my measurements by email which was 19 1/4 x 14 1/4. Hes the one who took the order previously and I spoke to ****** also and mentioned the size. I sent pictures to ****** 2/19 of the damage. He shared with *****. The new cuts were 19 x 14. Not close to what I needed or had in damaged wood. To what I asked for. Sizes were off. The new wood was bend and chipped. I was told to bring the wood back. I paid for delivery first because of my traveling. This is very much frustrating. The service and quality of wood wasnt worth what I paid. And the project continues to get pushed back. I had to go to a new lumber company and paid them $463 for what was done already and incorrectly done.

    Business Response

    Date: 03/21/2025

    See text of email sent 03/21/2025 to customer below: names deleted

    I am following up on BBB complaint# ********.  I also left a message at xxx-xxx-xxxx
    Project delays are very frustrating and not something we take lightly.  I am very sorry this happened, though glad you were ultimately able to get what you needed at another lumber yard.
    We as a rule do not offer precision cutting as we are not equipped to provide this service.  XXXXX made an exception in this case, and ultimately should not have done so. The initial delivery pictures do show discoloration on some of the boards and Ill certainly take your word for the condition of the replacements.

    You entered $554.75 as the disputed amount, which is the total for the order.  Your desired settlement is less clear: Other (requires explanation,) Replacement: Delivery:Refund

    Given the circumstances, Ill gladly issue a credit for $554.75.  We have no need for the material,though if you are unable to use or dispose of it easily, well remove it at your request.

    Please give me call at your convenience so I can process the credit.

    Best regards,


  • Initial Complaint

    Date:08/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased a window from TW Perry. The window was installed but does not lock properly. I alerted them of the problem and was told to try a few things in order to remedy the problem. This did not work and the issue was brought to their attention. Over the past year I would follow up with them but they never seemed to get back in touch with me. The problem remained. Recently I started really following up with them in order for them to take action. They finally sent someone out, but they did not resolve the issue. I am tired of the run-around and tired of my issue not being resolved. I am in the business and understand how things work with manufacturers. This window should have just been replaced a long time ago. This has truly gone on for way too long and needs to come to an end.

    Business Response

    Date: 09/23/2022

    ---------- Forwarded message ---------
    From: Steve R*********** <**********@twperry.com>
    Date: Fri, Sep 23, 2022 at 6:17 AM
    Subject: Complaint ID # ******** response
    To: [email protected] <[email protected]>

    Good morning,

    TW Perry is in receipt of this complaint by *************************, and I have been in contact with him regarding this issue as of September 22, 2022.  We will work with all parties involved to find the proper resolution for this concern.

    Please feel free to reach out with any questions.

    Thank you,

    Steven R************

    General Manager - Springfield

TW Perry is NOT a BBB Accredited Business.

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