Complaints

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:04/27/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of transaction: Originally **********
  Amount of money paid to business: $4,876.20
  What the business has committed to provide: The correct replacement of siding.
  Nature of dispute: Have been dealing with them for over 2 months and still did not receive entire correct order.
  Whether or not business has tried resolving issue: No
  Invoice number: ******
  
  On ********** I went with my mother to pick out some siding for our house we're redoing. She found the siding she wanted and we ordered it. We paid half up front and would pay the remainder when it came in and we went to pick it up. The lady (****) said it would take 4-6 weeks to come in. Depending on the manufacturer. I waited about 5-5.5 weeks and I gave them a call to check for updates. **** let me know that it hadn't come in yet but she would give me a call when it did. At about the 7 week mark, **** called and left a message letting me know that the siding came in but it was the wrong stuff, give her a call and we'd figure something out. I called them back and spoke to one of the men working there. He asked if I wanted to just take the wrong stuff or if I wanted to wait for the right stuff. I obviously said I'd wait. About a week later, I get another call that the right stuff was there but they had to send back some damaged pieces. It took about 2 more weeks for the replacement pieces to come in (it took twice to not have damaged pieces) and I rented a uhaul and went after it. The guys loaded it on to the truck, I got it home and wife and I unloaded it. About a week later we were able to actually look at the pieces and noticed they weren't the right colors!! I called **** back, she put the guy that loaded them on the phone and he basically called me a liar. He said they matched when they were loaded. They are stored in a metal shed with no exposure to sunlight. He was supposed to "look around for more of the right stuff" but I haven't heard anything back in over a week now.

  Business Response

  Date: 05/03/2023

  First of all, we
  sincerely apologize to our customers. This is not the experience our customers
  expected, nor what our company intended to happen. This was an unfortunate
  series of compounding mistakes, none of which were the customer’s fault.
  
  ****** ****** submitted
  the purchase order to our manufacturer on the day the order was placed,
  ******** ***, 2023. The first major error occurred when we received
  the material from the manufacturer; they had sent the incorrect style of
  siding. The purchase order was for ******** ******, but we received ********* ******
  instead. The manufacturer was notified of the mistake the same day, and they
  agreed to rush ship us the replacement siding. To make matters worse, on ***** ****, we received the correct *** ******, but the shipment was one
  box short. Once again we immediately notified the manufacturer that the
  shipment was not complete and that we needed them to rush ship us the missing
  box.
  
  Our customers were
  notified that most of their order was here. The customer picked up the material
  and was assured that ****** ****** would let them know when the replacement
  siding had arrived. The missing box of siding was freight shipped to us and was
  delivered on ***** ****, but was damaged in shipping.  On ***** *** we received the
  replacement box of siding and notified the customer. Our employees at ****** ****** were not following company procedure and did not double check the order
  received. As a result, the customer ended up with the incorrect color. Siding
  Supply takes full responsibility for all of the mistakes. We are in the process
  of re-training our employees.
  
  As far as the conduct
  of our employee regarding the telephone conversation; we have taken immediate
  action to prevent this type of behavior in the future. It is certainly our
  intention to make things right with this customer.
  
  ****** ****** has
  been in business 20 years and we take pride in our high level of customer
  service. We normally have a great working relationship with our manufacturer,
  Alside. We want to make sure that the customer is taken care of and receives
  the correct material. The tentative delivery date for the correct siding is ******** *** ***. When it arrives at our warehouse, we will deliver
  the correct, replacement siding to the customer’s home. We will also bring a refund
  check for the value of the missing/damaged siding which equates $486.00.

  Customer Answer

  Date: 05/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******