Complaints

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• Initial Complaint

  Date:12/04/2024

  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.

  $4376 plus taxes=5032. we suppose to recieve our order in two weeks after being paid. the order was paid and now we are are waiting on order. two weeks is up and we decided to call *****. Talking to *****, he mentioned that there was no order number or check her from ******, so we end that conversation and ***** went to look around for the order and check, he ended up finding it. so now we have to wait another two weeks. so after two weeks our order showed up, and we looked it all over, i mean 10 treads needed fixed up because the stain was blochy and there were dings in them. The post caps, post, as well as the treads look like they put a second coat on certain parts and just left it, like areas were darker then others. ***** took the treads back and tried to fix them as well as the caps, that was another 2 week. They were brought back to me, almost looking the same but i didn't say anything because we were getting ready to sell the house and we just needed to get stairs done. I emailed Scotia because i needed one more piece skirting and riser. they showed up 2 weeks later, the skirting piece showed up with a different color. We waited a week for someone to pick up our piece of skirting, two weeks to bring back, the color was still off, i went along with it because again we needed to get other thing taken care off. So now we have a piece of hand railing that has been sanded down in a foot long section and should of been rounded. it was picked up taken back to be replaced. ***** stated that he could replace the hand railing but we would have to pay cost, how is that fair when we paid already and it was brought to us damaged. so know we are still waiting on that, to see what ***** says. Oct was when we gave order now it is April 2024. At this point of me addressing everything when i get hand railing back, from treads to everything i would just like to get money back. It was a big head act that i didn't need where i just got out of hospital from stroke. Thanks

  

  Business Response

  Date: 29/04/2024

  Note 1: This order was sold on a 9 - 12 week lead time ( NEVER 2 weeks ).... see proof on bottom of this email... as the Lead time stated to the buying client ****** Moore IN RED TEXT AND IN BOLD IN HERE QUOTE IS 9-12 WEEKS, emailed from my sales rep. **** ****** **d, 16 Aug 2023 12:16:11 -0300... see bottom of this email.

  Note 2: This was a supply only sale and they hired their own sub contractor to install and all is installed now so thus all is accepted... as per industry standard policies.

  Note 3:  I had to star* *eleting * * rude emails as they came often I know his is ill, but it was very hard to deal with this man... 
  

  Note 4: I gave he 100% what he asked for, I refund for the rail and I even gave him the existing 13 ft. rail for FREE and I gave them the custom stain free... his wife ****** ( the client ) picked this stuff up already.
  

  So, his wife came up to get it long rail and she apologized to my finisher for his ways.

  I feel bad for this guy, but as a business owner that goes the extra mile, these have been the worst clients I have had in last 5 years easy.
  

  Pick-Up Date

  9-12 Weeks

  
  

  They held the treads 4-5" from their faces and pick out any little thing they could, the way the natural wood takes the stain, is just that.

  
  

  BUT we did take 10 treads back, re-sand them all back down to bare wood and re-stain them all again and do 3 coats of new clear top coat on them also... and they liked these and they did thank us... 

  
  

  I did tell both ****** and her husband that would be 2 weeks needed to do a "total re-sand and a total re-do on treads", they agreed and I had them fixed up to what would be 95% that same as what that had, but bit better in their eyes, so they where thankful.

  
  

  AGAIN WOOD HAS NATURAL VARIATIONS ( AND THUS STAIN TAKES LIGHTER AND DARKER IN AREA'S ) THIS IS INDUSTRY NORM, they simply do not understand the basics of the wood industry as per staining raw wood.
  

  
  

  As per skirt I gave that to them FREE, and they never paid for extra piece of skirt and the shade was a bi* *arker, So I gave them another one FREE... I had no problem giving them 2 ea. - 8ft.skirt boards FREE, as I wanted to help them, as they did take on a big DIY project.

  
  

  Again * *  kept email the front admin computer with no email sting attached ( some where rude emails that made little sense ) and it was confusing my wife and I was telling * * over and over to keep the long email string intact and to only email my ***** email.

  
  

  Note this rail he is talking about as per damage, "was in their home for over 2 months, and I inspected all and they approved it in their home".... and then they say damaged like almost 3 months later. I assume whom ever they hired to install the job "dropped this long 13 - 14 ft rail" and dented it... as a rail does no* *ent itself 45-60 days after the fact.

  
  

  He * * On 4/11/2024 11:31 PM, * * wrote: asked for his rail money back , and his stain fee money back on this longer piece of hand railing and he asked to part ways to part ways ( so I gladly accepted and did 100% what he asked )... BUT... I went 1 step further, I also GAVE HIM FOR FREE the 13-14 ft long rail FREE and I gave him the stain for FREE, and his wife came and got all this FREE stuff and they got their money back also.... then he does a BBB complaints after, I give him 100% what he wanted and even went 1 step more and gave the 13 foot long stained rail that I owned now technically to him at no coat to allow him to do his basement area for FREE as I want to help again 
  

  
  

  See the $225.00 back by ET
  

  
  

  So He got the long 13 ft. rail back that must of go* *amaged on site well into 45+ days being in the home, FOR FREE... I gave him all money back for that rail and for its stain fee , and I gave them the custom the stain back and ****** ( he wife ) came and got it )... 

  
  

  just read all below... AS IT HAS BEEN A LOT TO DEAL WITH THIS COUPLE... 
  

  
  

  I took him up on what he wanted and I parted ways even giving free nice product back to him and his rail / stain money... I gave him FREE 8 ft. skirt....

  
  

  see here:

  
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