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Business Profile

Lumber Store

Hines Supply

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lumber Store.

Complaints

This profile includes complaints for Hines Supply's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hines Supply has 7 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2025

      Type:Product 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.
      Bought windows 10/4 to be delivered in 6 weeks. ****** windows arrived in 6 weeks as stated but 4 out of 7 were damaged. All the scratches were in the same spot and the same size on all 4 windows. Immediately contacted ***** the sales *** and sent pictures of the windows in the box and out of the box. After numerous calls, 2 months later Hines sent someone to paint over the scratches. The guy that came said he wouldnt accept these windows and took more pictures to send to ******/hines. Again had to make numerous phone calls because no one calls back to get someone to pick up the damaged windowsnow mid February someone from Hines came and picked up windows. ***** stated new windows would be in 2/22. March 3 multiple phone calls made again to see where the new windows were and ***** stated the new frames were in. Again we were told we were getting new windows and we paid for new windows back in October. Not windows that are being taken apart and ***aired by Hines!!! March 5 multiple calls made to ask for a refund because we are done dealing with this company. They have had our ****** since the beginning of October and we have no resolution to this problem. Friday March 7 manager ******** stated he would just give us our money back and tried to blame the problem on our contracter opening the windows. Not one in 5 months has anyone suggested this be a problem and we sent pictures of the windows in their packaging and out of the packing in November. March 11-I still dont have a refund of my money. Every time I call it takes multiple calls and talking to multiple people to get my money back. I want to order new windows on a project we are now 5 months behind but cant until I have my money back. So currently I have no windows and they have my ******.

      Customer Answer

      Date: 03/12/2025


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:07/29/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Feb.14,2024 Hines came out to our house to check the patio door. The door was warped and it was hard to close. The service person while checking the door broke the wheel off the patio screen door. Hines returned to the house on April 2, 2024.The same person now told us the door was no longer warped. The service person said he could not give us a new door. The screen door that they broke was replaced with an old screen door that doesn't work very well. We had a service date on May 29 2024 and Hines could not come out. We have called several times in June and July with no results. This is why we are asking the Better Business Bureau to help us in this situation.

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      My home was built 2013/2014 and Hines window installed all of the windows and sliding doors. We have had to replace 2 sliding doors and a window. There are still multiple failed windows and the company would not return our phone calls to have them replaced or repaired. The company refused to answer requests. We have issues with water leaking from the windows into our home causing concern for mold. We have left multiple messages and struggled to get any repairs or returned service.

    • Initial Complaint

      Date:12/01/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      In May 2023, I paid Hines Supply $28,777 for trim, bathroom vanity, window and doors for a remodeling project. I was told that there was a 6-8 week lead time on most of the products.They finally made the deliveries between week 10 and 12 (August 2023). Needless to say, this significantly prolonged our project. There were blatant errors with most of the items we received. Some of the issues included: missing product, wrong product ordered and a lower grade of materials used despite paying to upgrade to higher end materials. We were forced to use what was delivered because we could not wait an additional 10+ weeks to get the correct products. We did not get any help from the salesman that was responsible for all of the mistakes, so we contacted the corporate office. They had the store manager (of the Bloomington store) get in contact with us to try and resolve the issues. ******************************* has been helpful up to a point. He's relatively new to the company and didn't quite understand how things worked. He's agreed all along that we're deserving of a refund on the missing and incorrect items but he always "had to talk to corporate" to see how he could get me the money due. In October, ***** told me that he finally got approval on my refund and that I should be receiving a check in the mail. It's been more than a month and I have yet to receive my check. I've attempted to contact ***** and have gotten no response. I do not trust this company. The communication and follow up are very poor. I feel like they're giving me the run-around and hoping I just forget about it and go away. The money I'm due is $4161 for missing/ incorrect trim, $1500 for an incorrect window and $940 (20% from the interior doors that had lower quality materials vs. the higher end materials we paid for). The only thing they've done for me is compensate me 260 LF of base trim to make up for "the hassle". We used the Bloomington store and the original salesman was *****************.

    Hines Supply is NOT a BBB Accredited Business.

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