Complaints

This profile includes complaints for National Site Materials Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Site Materials Company, Inc.

  16150 N Main St Jacksonville, FL 32218-1410

  
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  National Site Materials Company, Inc.

  16150 N Main St Jacksonville, FL 32218-1410

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:06/06/2024

  Type:Service or Repair 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 May 28th I ordered 20 tons of 57 gravel through national sites material’s website. the total was $1,199.85 for everything. they came to deliver the gravel may 30th after asking if they could deliver earlier. the driver stopped in my neighbors driveway, who told him that the driver couldn’t deliver to me as he owned the road and he didnt want me to get my gravel. he does not actually own the road, he does not even live on the road. he has a hunting property he visits a couple times a month. I walked over to the driver and asked him to come deliver the gravel as he had just stopped in their driveway, and refused to come deliver it off of this guys word alone. he was not physically blocked at any time. he never ended up delivering it as his boss was scared. the driver ended up leaving and his boss told me he would deliver the gravel to me earlier the next week. on wednesday of the next week I called the drivers boss to ask about the delivery we had discussed, and was told that he actually refunded it the prior week (without my knowledge or request) and that he didnt want to get involved as he was afraid they would “throw thing at [his] truck” and “put nails in the road”. I still fail to see how this is a legitimate concern. I then contacted National Site Materials directly as my banking app was not reflecting the refund that was supposed to have been issued the prior week, and I also wanted to leave a bad review on the delivery company.***** from NSM then told me that they would be refunding me fully, minus a “dry run fee” of $304 for the driver choosing to turn around. I then got a text from *****, telling me that he was sending me an invoice for the dry run fee and that I had 2 days to pay it or they would place a mechanic’s lien on my property. They are demanding additional payment, before I even received my refund! I then tried to call ***** and ***** both multiple times, and they dodged my calls. ***** then ignored my requests for a supervisor.

  Business Response

  Date: 06/06/2024

  Hello BBB and ****** *********,
  Red Top Construction was contracted by National Site Material to deliver 57 stone to your property. However, the delivery was blocked by your neighbor, who claimed you had no legal access through their property. The driver was informed by a DNR agent that you only have a "cart way" easement of four feet, which you are allowed to use to reach your property. This was not the first time deliveries were denied access through your neighbor's property.
  Due to the risk posed by your actions, Red Top Construction refunded the amount paid to them, minus the haul rate, to compensate for their losses. They did not inform us of the incident or refund until we contacted them. We immediately refunded the full amount charged to you and sent an invoice for the dry run charge, which we must pay to the subcontractor.
  During a call with you and a woman, both of you were confrontational and emotional, barely allowing us to speak. We informed you that we would only charge the dry run fee, but you refused to pay and told us not to contact you again. We had to inform you that we would issue a mechanic's lien if we could not collect the dry run fee.
  We have attached the signed agreement and unpaid invoice, along with the terms, which include a choice of law and venue clause stating that disputes will be adjudicated exclusively in the Jacksonville Superior Court or the United States District Court for Duval County, Florida.

  Customer Answer

  Date: 06/06/2024

  Hello, Thank you for informing me that it is a cartway. Under Minnesota law, cartways are considered public land and nobody can claim ownership of them. There have been many people upset that cartways are public, and this is not the first time someone has tried to block one. There have been multiple legal battles if you would like to look into it further. This actually was the first time a delivery was blocked. We have gotten lumber deliveries, UPS has delivered to me, this is the first and only incident regarding a delivery. Could you please explain what “risks” I posed with my actions? And what actions were taken? Regarding the refund, I am being asked to pay even more money and being threatened with a lien when I have not gotten my money back yet. During the call ***** refused to listen to anything I was saying, and just kept saying it was a cartway when I was trying to explain to him that I have access to my property. He also was talking about this “4 foot cartway” but the minimum cartway has to at least reach the property and be 33 feet in width, so 4 feet is irrelevant to this cartway. We refused to pay especially because I don’t even have my money back, I never got my product, and I never requested the refund. Red Top’s boss told me that they would redeliver the next week, and only when I called him he told me he had already refunded me. You actually informed me I had 2 days to pay before a lien was placed. Yesterday, I talked to Red Top’s boss and told him I received other deliveries successfully, and he wanted to reinstate business and try to redeliver, to which I refused. On that same call he said he was scared to deliver it or take my side in the issue because he didnt was afraid of vandalization of his truck and nails being placed in the road when nobody threatened him. We are not refusing to pay, however when I was asking ***** from National Site Materials for additional information and a supervisor, he ignored my texts and would not answer my calls (see attached images). We should not be the ones held responsible for this $300 dollar charge, but will pay it since we are being threatened with a lien (before my refund) and ignored when i’m asking for more information. 

  Customer Answer

  Date: 06/06/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  If the road is in fact a cartway as this alleged DNR agent said, which they are not the ones who have any authority over the road, then that only confirms that the driver did indeed have access. Red Top’s boss told me that he didn’t want to deliver because he was scared of “stepping on toes”, getting things thrown at his truck, and “them putting nails in the road”. this delivery did not fail due to any action on my behalf, and therefore I should not be being charged this exorbitant dry run fee. your employees behaviour is an example of appalling customer service. 

  Regards,

  
  

  ****** *********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 06/07/2024

  Mr. ****** *********, as stated from our original response. You contracted with National Site Materials to deliver materials knowing that the easement was not accessible. Because of your actions you put us in an awkward situation between your neighbors and our preferred hauling partner. We are only trying to re gain the monies we had to pay our hauler. Please pay the open invoice. Thanks.  

  Customer Answer

  Date: 06/07/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  As stated previously, there is legal access to my property. It is illegal to block an easement, and that only proves that the driver could have delivered to me, but chose not to. Could you please clarify what action I took other than placing an order? 

  I understand you are trying to cover your losses. The losses are Red Top’s fault. I provided legal access and a delivery area, which was my sole responsibility in this delivery. I upheld my end. Red Top had access and decided not to use it. 

  I have never had this issue before, or since. I have received other deliveries without issue. Red Top, and NSM are the only companies that are creating an issue out of this instead of either just delivering it originally or fully refunding me.  

  
  

  Regards,

  
  

  ****** *********

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 06/10/2024

  “As stated previously, there is legal access to my property. It is illegal to block an easement, and that only proves that the driver could have delivered to me but chose not to. Could you please clarify what action I took other than placing an order? The customer should of informed my company that he only had a 4ft easement. He knew this because he was blocked by the other landowner previously.

  I understand you are trying to cover your losses. The losses are Red Top’s fault. I provided legal access and a delivery area, which was my sole responsibility in this delivery. I upheld my end. Red Top had access and decided not to use it. The truck needs at least 10ft to drive down. This is common sense.

  I have never had this issue before, or since. I have received other deliveries without issue. Red Top, and NSM are the only companies that are creating an issue out of this instead of either just delivering it originally or fully refunding me.” He admitted having an issue with his neighbor before.

  As he has received all other deliveries, I am unsure why this one would not be allowed as well as he mentioned the cart path is 33 feet in width. 

  Legal access does not justify a 4ft path that he knew about. The truck could not have made it to the property because a big truck is 8ft wide.

  Customer Answer

  Date: 06/10/2024

  National Site Materials is continually claiming that the cartway is 4 feet. It’s not, and I don’t know how they settled on that number. The legal minimum width for a cartway in the state of Minnesota is 33 feet, plenty for a large truck.