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Business Profile

Building Materials

Rim Forest Lumber and Hardware

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Rim Forest Lumber and Hardware's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rim Forest Lumber and Hardware has 2 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:06/22/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 6/18/2014 I received a demonstration on a Stihl FSA 60 R cordless *********************. I was told that it would fully charge after use being fully discharged in 20 minutes. I bought the unit based on the product information I was given and paid $269.36 which I charged. I went home and used it and putting it on the charger for 70 minutes it was only half charged. I went back that day thinking there was something wrong with the battery or charger. I looked at the Stihl website and saw it took hours to charge. I was told a lie about the product, when I confronted the sales person he told me he must have made a mistake. I would not have purchased the item if I new the truth. I went to the manager and she would do nothing and told me "All Sales are final". They made false product claims in selling the item to me and they are not a reputable honest company. Telling me it will fully charge in 20 minutes is a lie and a false statement. I would not have purchased the product and they will not refund and take the item back.

      Business Response

      Date: 06/27/2024

      On 6/18/2024 ************** came in to the Rim Forest Lumber Stihl shop to find a part for a broken weed eater. My Stihl *** told him we didn't have the part he need to fix his machine but we did have some new machine that were battery powered that he could purchase to replace his broken machine. My Tec gave him a demonstration and helped ************** spool the ********************* line on to the machine. He was told by the Tec it takes 20 minutes for our batteries to charge complete. Which is not a lie. OUR batteries DO charge complete in 20 mins. My Tec apologized to ************** and said it was his mistake, because our batteries DO charge in 20 min. and his did not. According to the Stihl website they take approx. 135 minutes/180 minutes to initially charge. 

      We do have signs all over our shop that state "All Sales are final". We have had people take home a machine, use it, and try to bring it back. So, we do not take machine's back that have been clearly used. ************** took his machine home, used it to do his job and then wanted to bring it back. I asked him if there was anything wrong with the machine, we could send in a warranty claim with *****, He said "There is nothing wrong with the machine." "He just wanted it to charge faster." He then wanted me to order him a faster charger at no charge to him. I told him I could not do that. (they are $160 ea.) and he got upset. If he had not used the machine and I could have resold it, I would have taken the machine back.

       

      Customer Answer

      Date: 06/28/2024

       I am rejecting this response because: It was false sales misrepresentation of the unit. The unit came with a charger and I was told it would charge in 20 minutes with the charger I was supplied. I was never told it would it would take 135/180 minutes to fully charge, I had to educate the sales person how long it would take after trying to charge the battery and he said he was "sorry" that he made a mistake. He made the mistake of telling me during the demonstration that it would charge in 20 minutes before I purchased the unit.

      It makes no difference how many "All Sales" are final signs you have posted when you give false statements on the product and the sales person admits he was sorry and made a mistake by telling me incorrect information.

      Stihl thanked me for bringing what took place to their attention as it is important to them to provide the best customer/dealer experience possible and my complaint will be reviewed on a regional level. They understood the false sales misrepresentation that took place at Rim Forest Lumber.


      Business Response

      Date: 07/08/2024

      I am rejecting your response because: It is not false sales if OUR batteries do charge in 20mins! Our sales person was sorry. Sorry he gave wrong information on charge time. He was giving his best knowledge of the machine to **************. Our batteries charge in 20mins.  I'm sorry it took longer at ****************** home. ************** used his machine and tried to bring it back after he was finished with his job. He stated there was nothing wrong with the machine. We sell a great product and are backed by Stihl every step on the way.

      Of course Stihl is going to thank you for bring it to their attention. I assume they are going to send ************** a new $160 faster charger at no cost to him. There are no false sale statements or misrepresentation going on here.

       

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