Complaints

This profile includes complaints for The Cedar Mill, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Cedar Mill, Inc. 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

• 

  The Cedar Mill, Inc.

  Minooka, IL 60447-9709

  
• 

  The Cedar Mill, Inc.

  15200 Ridge Rd Minooka, IL 60447-9709

  

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:04/19/2024

  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.

  *** wrote up my contract on march 11 to install fence on 28/29 since it was a 2 day install. Workers didnt come until April 4th and didnt return until 2 p after I contacted *** on April 6. *** came on April 8th to pickup remainder of check and told me fence looked great. I was able to take a look later the same day after work and noticed gapping already as well as a hanging lock with missing screws on my gate. *** finally came out a week later after I wouldnt agree for him to come after 7 p which I felt would be too late to assess any problems. He seemed disappointed about the work and promised to get the guys back out to fix the problems and he would come along with them April 18 or 19th. I texted him April 19th early morning since he was a no call or show on the 18th. I then called him later the same day approximately 3p and he pick up the phone and hung up on me. I responded with another text stating Ive been very patient and is now seeking 25% of my money back. Still no response.

  Business Response

  Date: 04/22/2024

  I have reviewed this complaint with the salesman, ***, and we have agreed that this is a warranty issue, not a refundable matter. 

  From the photos that ************** provided her salesman, the issues we see are 1) there is a gap at the bottom of the fence on a 1 or 2 boards and 2) there are a couple areas where there are gaps between the boards. 

  Someone from our repair crew was out at ****************** home with past Saturday, April 20th to make the necessary repairs. At the time of the repair, our serviceman was told by the homeowner that everything was satisfactory. 

  We stand by our warranty and will reach out to ************** this afternoon to schedule a day that she will be home in order to meet with someone to make the necessary changes.

  These issues can be handled by replacing some boards.

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21600604
  
  I am rejecting this response because:

  On 4/16 *** came out after picking the check up a week prior to initially assess the finished job and agreed to come out with the crew 4/18 - 4/19 to fix gaps. They were a no call no show both days. I called *** Friday afternoon in which he hung up on me. An hour later I responded with a text stating I wanted the issues fixed or 25% refund. He then responded he will contact the owner to get the guys out 4/20 another day we did not agree on and I was scheduled for overtime at work. 
  Saturday I was inconvenienced by leaving work running home to unlock the gate and point out gapping to crew with no *** being present.  The following morning I went out to see if issues were fixed properly and still wasnt so I took pictures and sent to ***. 

  ******* from the office called Monday 4/22/24 asking my availability. I told her my work days and hours and on weekends I do overtime unless I have preengagements.  ******* responded she will contact crew for availability and get back with me on Wednesday 4/24. I have heard from her since 4/22. 
  Today 4/27, crew came to my home yet again with no communication of them coming out before hand and yet again I am at work. This time I couldnt take a break as Ive already had one so I am not sure if my gate is fixed because I was not home to point out issues. Ive been very patient with this company and I am beyond frustrated due to their lack of communication. *** paid them in full with no hesitation expecting professional work and no issues as they had no issues cashing the check. Now I am getting run arounds as if they did a free grant *****************************************************************

  Business Response

  Date: 05/09/2024

  Our last communication with ************** was after someone went out a second time to repair the issue with the gate. We were told by the repair man that everything was corrected. ************** called the office to inform us that she was not notified that they were going to be at her home. When repairs are given to the repair department, they set their own schedules and fit repairs/maintenance issues into their schedule as they are in the area. I apologized to her for the miscommunication but after it goes to the repair department, I do not have control over it. All I can do is ask them to notify the homeowner in advance. I do not know where they are on any given day. There are times when they do not have the chance to notify homeowners in advance as they never know where they are going to go next. ************** did not tell the office that there were any outstanding issues with her fence and therefore, we're under the assumption that it has been corrected. If there are still issues with the fence, we will go out and make any necessary repairs to ensure that she has the fence she purchased. If she would like someone to meet her at her home to walk the fence and ensure that the issues have been resolved, we would be more than happy to schedule an appointment. We cannot give someone a 25% discount for an issue like this. Her contract dated 3/11/24 states "Prices at max **** discount". 

• Initial Complaint

  Date:12/17/2023

  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.

  I hired Cedar Mill to install a fence in my back/side yard. While the work was being completed, we ran into challenges given the fence was not put in the line we discussed and due to that, there were places where they haphazardly cut the bottom of the fence to accommodate the trees and then also ran into a *****. Had they installed it where as advised that wouldn't have been a problem. Due to the cold weather we could not remove the ***** until spring. Because of this, Cedar *****, left a hole and post unsecured and temporarily put up a fence panel. Due to the remaining issues, I held up payment which prompted my contact to come visit the property, discuss the issues, and aligned on the remaining work to be completed in spring if I paid in full; which I did. I have been following up with Cedar ***** since the ***** has been removed. I initially received responses that they were too busy to come finish the work and then since my inquiries have gone unanswered. It has anniversaried a year since the original install and the remaining work is still not complete and the company is non-responsive. I would either like the work completed as agreed to or reimbursement combined with two new fence panels (since I cannot buy them anywhere) to complete the work ourselves or hire someone else to do so.

  Business Response

  Date: 01/24/2024

  I apologize for the late response. I reviewed this file and was under the impression that the repair crew went out and completed the necessary items.  As soon as our crews are back in March, I will send a crew out to the property to complete any outstanding issues. I will reach out to the homeowner in the beginning of March and schedule a time in March for our crew to meet with them and discuss what needs to be completed. After that meeting, they would return with the necessary materials the following day.