We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Building Materials

I-XL Building Products

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building Materials.

Complaints

This profile includes complaints for I-XL Building Products's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

I-XL Building Products has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • I-XL Building Products

      105 19033 54th Ave Surrey, BC V3S 4R1

    • I-XL Building Products

      13240 Comber Way Surrey, BC V3W 3A8

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/02/2024

      Type:Product 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.
      September 21 2023 - Purchased $20,467.68 worth of stone and *** metal longboard. I-XL assured me that the material is of high quality and would be a good fit for my new construction home. The *** metal was installed on my home Oct 21 2023. The material did not look as advertised at the store. It was not smooth and had lots of warpage causing it to look cheap and off putting. I contacted ***** at I-XL on Oct 24 2023 and notified him about the issue. I also supplied him with pictures outlining the issues with the product. After I-XL viewed the pictures i was told that this is an installation issue and that the product has never gave them this problem. I trusted their opinion and decided on finding a new installer to re-install new material. I had extra *** metals material because I had bought enough from I-XL to cover all the posts at my new home as well. I told ************ will buy more material for the posts after re-doing the installation. However, every installer that I called said that *** metal product is not good and that they do not touch it or recommend it.I contacted ***** again at I-XL and told him that I cannot find an installer and that I would like to return the product and go with something else. He said I was not able to return that much product and that he would find me an installer that has worked with mac metal before.The installer they supplied came and installed on Nov 1 2023. The product looked just as bad after installing with IXL supplied installer. I contacted ***** again who referred me to the regional manager. I am now being told this product is discontinued and a new line of *** metal has been released called Harrywood plus. This is clearly a material issue. I have since bought more stone from IXL to cover my posts as well. They are only willing to give me 3 boxes of material and are making me pay another installation cost of $6,800. I have spent $11,000 on material and $6,500 on installation already to this point.

      Business Response

      Date: 22/02/2024

      ****************,

      Thanks for reaching out, Im sorry youre not satisfied with the outcome in this instance.

       

       

       

       

      Thank you for your message.  We have no record of a February 6th correspondence.  Here is the response I've sent to **************** via email today.  We first received a written complaint from **************** on Feb. 20.

       

      ****************,

      Thanks for reaching out, Im sorry youre not satisfied with the outcome in this instance.

      I-XL is a distributor of many products, including MAC Metal.  We have been in business for over 110 years and we represent quality products and quality manufacturers.  However we are not an installation company.  We cannot help you with installation, that is not our expertise. 

      We stand behind the product you bought from I-XL, there are tens of thousands of square feet of Harrywood installed all over the lower mainland.  The new version of it, Harrywood Plus, is simply a product enhancement.

      Our Inside Sales representative has been in regular communication and has made 3 separate visits to the jobsite in an effort to help.   And purely out of goodwill, we have offered to provide replacement product to you at no charge.  We are willing to do this because we dont like to see dissatisfied customers and our first inclination as a company is to help.   I-XL is not responsible for the jobsite issues you have experienced on this project.

      Sincerely,
      *****
      ***********************
      President
      I-XL Building Products
      Ph: **************


    I-XL Building Products is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.