Complaints

This profile includes complaints for Pagliacco Turning & Milling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Pagliacco Turning & Milling 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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pagliacco Turning & Milling

  P. O. Box 225 Woodacre, CA 94973

• 

  Pagliacco Turning & Milling

  129 Central Ave Woodacre, CA 94973-0000

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:10/03/2022

  Type:Product 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 August 29, 2022 I contacted Paliacco Turning & Milling (www.pagliacco.com), by email and phone (left a message) requesting a quote for eleven porch posts of a specified style to replace the existing posts at our home.  In both my email and voice message I specified that I wanted style PP15 as illustrated on their webpage https://www.pagliacco.com/porchpost.html.
  
  Mr. ********************* returned my call later that day and after a brief conversation where I repeated my request he responded that he had all he needed from my email and would in turn email me a quote.  At no time, in that conversation or any subsequent conversation until yesterday, did he express that the style I wanted was not available.
  
  Later that same day he replied by email with a quote for 11 ********* paint grade finger-joint Pine 6 (net 5-1/4) x 8 ************* Defense Acrylic Primed Porch Posts   for $2,160.00 including shipping.  As this seemed consistent with my request, I approved the quote and on September 7, 2022 he emailed me an invoice requesting signed authorization.  I signed the invoice (pdf signature) and returned it the same day.  Again, he did not inform me that he was substituting a different style post than the one I had requested.
  
  The posts arrived yesterday (9/29/2022).  Upon inspection, and discovering that these were not the style I requested, I contacted ***************  He insisted that he had discussed with me that the style I wanted was no longer available, in fact that none of the styles on his webpage were available and that the one he arranged to have shipped was the only one that he could get.  I assured him that he had never indicated this in previous communication; that had he done so, I would not have ordered them.  He is refusing to allow me to return them and refund my payment.  He has  instructed me that he might be able to arrange a return to the manufacturer but that I should expect to have to pay shipping and that I will probably only receive 80% of the value.  He has also suggested that I can initiate a dispute with my credit card company although he believes he would prevail in that I authorized the transaction; or that I can keep the posts.
  
  This is his error.  I may well be an honest mistake on his part but these are not the posts that I asked for and at no time did he tell me he would be substituting these for the ones I requested.
  
  

  Business Response

  Date: 10/19/2022

  Please see attached response 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18159477
  
  I am rejecting this response because:

  Mr. ****'s response in factually incorrect in several key details.  Specifically, in the first two paragraphs of his response, in he describes telephone conversations that did not occur the way he describes.

  Background:

  On August 29 I sent Pagliacco Turning and Milling (Mr. ********************** an email inquiring about porch posts.  I had found the company on the internet (www.pagliacco.com).  *********** website advertises numerous styles patterns of porch posts along with other turned columns, etc. (see attachment "Pagliacco *************** Webpage" or https://www.pagliacco.com/porchpost.html).  I followed instructions on the website for requesting a quote (at https://www.pagliacco.com/contact.html).  In my email (see attachment "Pagliacco Email 1 - Quote") I stated: "I need to replace eleven porch posts ... I would like a quote for your 'PP15' style ..." I included other pertinent information (size, finish, preferred wood species, etc.) as the instructions indicate.  I also called and left a voice message which ************** returned the same day.  After a brief conversation about my request, ************** explained that he could provide a manufactured post and described that it was "finger-joint" manufactured and primed for painting - I said that those aspects of the posts were acceptable.  At no time during that call did he ever explain that the design/style/pattern that I requested was not available; his statement that he did so "in no uncertain terms" is not true.  Nor did he direct me, during that call, to look at the ********* website to see the pattern and I never told him that I had looked at the pattern and that "they looked fine."  This simply did not occur.  Had I known at the time that the pattern that I was interested in was not available, I would not have continued with him.  He also did not tell me at that time, as he states in his response, that none of none of the patterns advertised on his website were available.  Had he done so, I expect I would have asked why he continued to advertise them.  In any event, we concluded that phone conversation that day with him expressing that he 'had all he needed from my email' in order to provide a quote.

  Later in that same day ************** sent a reply email to my original email request (again see attachment "Pagliacco Email 1 - Quote") in which he stated "Here's the quote you requested." Again, there is no indication that this quote is for a different style/pattern of post than the one I initially requested.  The quote includes "a link to the manufacturer's information" at the ********* website.  The ********* website advertises numerous styles/patterns of porch posts and columns and also provides detailed information on materials, manufacturing, load ratings, installation and warranty information. 

  On 9/7/22, after reviewing the quote, and reviewing the manufacturing, installation and warranty information from the ********* website I called ************** and told him I approved the quote.  Again, he did not tell me that this was for a different style/pattern post than the one I initially requested.  He subsequently emailed me that same day an invoice, which I signed and returned by email (see "Pagliacco Email 2 - Invoice").  After this, again that same day, I called him with credit card information to place the order.  He did not tell me that the PP15 pattern "was not available," as he states in his response, nor did I ever say that 'if that is all you have then that is what I am buying.'  Frankly this makes no sense; I was specifically looking for a pattern of porch posts that was similar to the ones I am replacing.  Had he ever explained that the style I requested was not available and that he was substituting a different pattern, I certainly would not have placed the order.

  The rest of ************** response is essentially correct.

  The remaining pertinent events to date are:

  The posts were delivered on 9/29/22 (see attachment "Pagliacco Email 5 - **** Posts"); I immediately contacted ************** to inform him that the wrong posts were delivered.  As you can see from the email thread that followed, it was at that time, and not during the August 29, phone call, that ************** informed me that he no longer sells the posts advertised on his webpage and moreover, that he insists that I knowingly ordered the posts that were delivered.  Again, this makes no sense; as I stated earlier, I would not have ordered these posts if I knew they were not the pattern I had requested.
  

  On 9/29/22 I initiated a dispute with USAA, my bank and credit card company.  I also called the Better Business Bureau ************* Office for instructions on submitting a complaint which I then submitted on 10/3/22.

  On 10/7/22 ************** sent an email with a proposal for me to return the posts (see attachment "Pagliacco Email 10 - Restocking Reply") in which he proposed that I could arrange to have the posts shipped directly to the manufacturer and that the manufacturer would refund $1,550.20 of the $2,160 purchase price.  I responded that I had contacted my bank and was awaiting their instructions as to whether to proceed with that arrangement.
  

  On 11/8/22 I was instructed by my bank (USAA) to return the posts following ************** instructions and then dispute the shipping charges and the difference between the refund and the original purchase price. I contacted ************** that same day (see again attachment "Pagliacco Email 10 - Restocking Reply").  His response was that the return proposal was predicated on my dropping my dispute which I am not willing to do at this time.

  I understand the company's return policy.  Had I known at the time that ************** intended to substitute a different pattern of porch posts than the one that I had requested, and had I knowingly agreed to those purchase terms, I would agree to that policy.  However, that is not the case.  ************** did not tell me at the outset that the post pattern I requested was not available nor any of the various patterns he advertised, and continues to advertise, on his website.  He only told me these things after I received delivery of the posts that he had substituted without my knowledge or authorization.  He may have had the conversation, that he describes in his response, with another customer but it was not with me. 

  The resolution that I am seeking is to be able to return the posts that he sent for a full refund.

  I do think ************** should be encouraged to revise his website and stop advertising products that he no longer sells, but that is certainly his business. 

  Thank you for your consideration.

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

  Business Response

  Date: 11/16/2022

  I will reiterate that we have a signed invoice by the customer stating he is purchasing the products as listed on the invoice and it is clearly stated all sales are final and there are no returns. The customer received the products as stated on the invoice. Nowhere on the invoice was there any mention of the PP15.

   

  We currently have our discontinued patterns online and are referring customers who want those products to the people who purchased our equipment. At the time of quoting I did offer to refer the customer to the company that bought our equipment and could quote the PP15 post. He said he did not want to consider custom made posts from somebody else. Unfortunately our telephone conversations are not recorded. The customer was told we could only offer the ********* posts. He did a quick look on his phone and said, good enough, quote that. Because he had already provided a zip code I had everything I needed to quote and did so. We do not know how the customer arrived at his misunderstanding but I am very clear that at no time was the customer offered or told he was buying our discontinued product. It could not happen. We would not sell something we did not have and could no longer make. In addition the price of the discontinued posts was 3 times the cost of what the customer purchased. The customer did mention that he was not the one ultimately making decisions on what looked acceptable, The customers wife had final say.

   

  Once the customer received the posts and let us know the posts were not acceptable I contacted the manufacturer to see if there was any way the customer could return the product. They were willing to make an exception provided the customer paid the initial shipping charges and the return shipping charges and the products were received in good condition. If the customer wants to take advantage of that offer he will need to agree to the payment of the shipping charges.

   

  The customer paid with a credit card. The credit card company has the ability to process a dispute and as a general rule the credit card company favors the consumer.

   

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18159477
  
  I am rejecting this response because:

  ************** states that he has a signed invoice stating that I agreed to purchase the products as listed on the invoice.  This is true only to a point.  I did sign the invoice and place the order but that was because the product description in the invoice matched that of the quote that he provided in response to my request for the PP15 style post.  As I stated in my 11/9/22 response, and as the email thread that I attached to that response shows, on August 29 per the companys website instructions, I sent an email requesting a quote for eleven PP15posts.  That same day ************** responded by email with Heres the quote you requested.  He did not indicate that the product description was not for the product I requested, quite the opposite his statement was Heres the quote you requested.  So yes, I did sign the invoice and understood at the time that all sales were final and that there were no returns; I did so based entirely on ************** written statement that the product quoted was the one I had requested.
  
  And it is true that during our phone conversation on August 29, ************** did offer that he could arrange for custom turning.  This is a service advertised on the businesss website (www.pagliacco.com/porchpost.html,a pdf copy of which I provided with my 11/9 response).  Per instructions on the webpage, in addition the various styles advertised is the statement We can easily alter these designs to suit your needs or create custom posts from your samples, drawings or photos.   I explained to him during that conversation that I was not interested in custom work, that the PP15 styles was sufficiently close to the design of our existing porch posts.  And as I also stated in my 11/9 response, during that Aug 29 phone conversation, he did explain that the posts he offered were from a third-party manufacturer (*********) and that these posts were finger-joint manufacture rather than the solid wood advertised on his website.  I understood this but, and as I also stated in my 11/9 response, I did not look at the ********* website on my phone during that conversation. It is true that I did say good enough; but was in regard to his description of the product manufacturing (i.e. finger-joint instead of solid wood). 
  
  Again, at no time during that Aug 29 conversation, did he state that the style/design I had requested was not available.  Nor did he explain that the quote he sent,per my request, was for a different product than the one I had requested.
  
  It was not until after I had received the posts, and observed that they were not what I had requested, did he then tell me that none of the posts advertised on his website are in fact available and that the only posts he could provide, other than arranging for custom work, was the style that he shipped. 
  
  Lastly, I have already initiated a dispute with my bank.  ************** has offered a return solution in which I must arrange and pay shipping to return the posts and then be refunded only a portion of the price I paid but this is only in exchange for me dropping the dispute.  These terms are not acceptable; this is his error to correct.

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