Complaints

This profile includes complaints for Mid South Lumber Co. of NW Florida, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mid South Lumber Co. of NW Florida, Inc. has 2 locations, listed below.

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  Mid South Lumber Co. of NW Florida, Inc.

  717 W 11th St Panama City, FL 32401-6335

  
• 

  Mid South Lumber Co. of NW Florida, Inc.

  12904 Highway 231 Youngstown, FL 32466-2538

  

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:06/28/2023

  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.

  I have made multiple requests in the past 2 weeks to return windows to this business. The business has acknowledged that the windows that I received are not correct, there was an error made by someone in the ordering of the windows.
  
  The windows were ordered 03/29/23, I picked them up 06/16/23 which was well beyond the 3 weeks lead-time that I was told when first shopping with this business. I am being offered a correction for "free' with ETA of 3 weeks. Free what? I had to pay for the windows before this company would submit the order. I was unaware a 3rd party vendor/distributor was involved until the issue of the windows not being the same & requesting a return/refund was brought up.
  
  The wrong window is a twin - the 2 separate windows for it are not the same - the glass is different which makes 1 window 20# heavier than the other. We were initially advised by the salesman, one has thicker glass.
  
  We did not think it would be right to mull together 2 windows of unbalanced weight. We just want to be able to return the windows and get our full money back. We need a window NOW, not in another 3 weeks that turns into 3 months. This is hurricane season!

  

  Business Response

  Date: 06/28/2023

  Mid-South Lumber does not manufacture windows, Mid-South Lumber has to purchase windows thru a vendor or a manufacturer.  In this particular case, Joyce ***** contacted Mid-South Lumber and spoke to our sales person, Rick ******* about ordering windows for her house.  Rick told her that a typical "lead time" on windows was approximately 3 weeks.  He stated this because most of the windows that Mid-South Lumber sells are manufactured by MI Windows.  In this case, Ms. ***** did not want MI Windows which were vinyl, she wanted Aluminum windows in a Bronze finish.  The only manufacturer of such windows is PGT Windows, which has a longer lead time, typically 6-8 weeks.  Rick contacted Pro Window & Door Distributors, located in Panama City Beach to get a quote for Ms. *****'s windows . *see attached quote from Pro Windows with their order terms highlighted*  

  After a price was quoted to Mid-South Lumber, Rick sent an Order Acknowledgement to Ms. ***** which clearly stated the Manufacturer, Style, Color, Glass color etc...    Ms. ***** signed this order acknowledgement with the understanding that these windows would be ordered and were a special order item, therefore they are not able to be returned or refunded. *See attached Order Acknowledgement with order terms highlighted*

  Rick placed a purchase order on 3/29/2023 and brought the payment to Pro Windows so that they would order Ms. *****'s windows.  *See attached Purchase order issued to Pro Windows*

  We were notified on June 9, 2023 that the windows had arrived at Pro Windows for pick up and Rick emailed Ms. ***** that they had arrived.  Ms. ***** had the windows picked up from Mid-South Lumber on June 14th.  On June 18th, Rick received an email from Ms. ***** regarding a window being heavier than the rest of the windows and she wanted to bring the entire window order back for a refund.  Rick responded that he would look into it when he returned to the office on Monday, June 19th. 

  Rick tried reaching out to Pro Windows regarding the concern with the window several times that week but was not getting any call back from their manager.  In the meantime, Paul *****, Mid-South Lumber's sales manager became involved with the issue and was communicating with Ms. ***** and tried to discover the reason for issue and a resolution for the customer.  Rick drove to Pro Windows this morning, June 28, 2023 and spoke to their manager.  They admitted that they ordered one of the glass incorrectly, with it actually being an upgraded, heavier glass than what the customer originally ordered and paid for.   Rick explained that Ms. ***** was very upset and wanted to return the entire window order and wanted a refund.  Pro Windows refused this request, as it's against their policy to refund or return windows. However, the resolution proposed was to have Ms. ***** install these windows and they could either replace the glass in the one window that was heavier than the other, or they could replace the entire window at no cost to the customer.  

  Rick sent an email shortly after the visit with the Pro Window manager to Ms. ***** with their proposal which she refused completely and still was asking to return her entire window order for a refund.  She stated multiple times on the phone to Ann *****, Owner of Mid-South Lumber, and Paul *****, Sales Manager, that she could buy these windows at ***** and they could have them to her in a couple of weeks and that she wanted to drop them off for a full refund.  Rick, Ann and Paul explained that windows were special order and non returnable.  It was explained to Ms. ***** that she got exactly what she ordered, the only difference was that she received a more expensive piece of glass than she paid for, but we could resolve the situation by either giving her another free window or a replacement glass.  

  Ms. ***** is adamant that she wants her money back for the entire window order because she can order a lower quality, less expensive windows at *****.   

  FACTS:   What was ordered and acknowledged was 100% correct.

                 Pro Windows has admitted fault to the upgraded glass in (1) window and has offered a resolution to either replace the window or glass per customer authorization.

                 Mid-South Lumber is not at fault for the glass being different in one of these windows, nor was it noticed when it was unloaded.  Mid-South Lumber employees are trained to inspect for glass damages and frame damages only,                   not weights of glass.

                 Ms. ***** wants no resolution except for a refund for the entire window order, which is against Pro Windows policy and Mid-South Lumber policy.   Her windows were specifically made to her special order specifications and                       cannot be re-sold to any other customer.

  RESOLUTION:   Mid-South Lumber is proposing that Ms. ***** install the windows that she received so that her house will be protected and no longer covered in plastic.  Mid-South Lumber will work with Pro Windows on getting either a replacement glass for the window that she does not like or ordering a completely new window at no cost.