Complaints

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• Initial Complaint

  Date:07/21/2023

  Type:Sales and Advertising 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.

  see Attached document

  I recently purchased some lumber and cutting services from Armstrong Lumber of Urbana, IL. Agreed price to cut lumber was $15 for two cuts each on five boards or $30 for two cuts each on ten boards. First order was correctly billed by owner **** *********. Second order was handled and billed by employee ***** ***** and was overbilled by $128.22 plus $11.54 taxes total $139.76.
  Invoice for second order was not itemized and was vague.
  I notified owner **** ********* of overcharge. I asked him to provide a refund so that invoice was consistent with his price quote of July 12 3:47 pm - $15 for two cuts on five boards. His reply was somewhat unintelligible, and he refused to honor his price.
  Here is a timeline of the events in this matter:
  7/3/23 Sent drawing to ***** ***** requesting pricing for notching of boards. See Exhibit A.
  7/5/23 Again sent drawing to ***** ***** requesting pricing for notching of boards.  See Exhibit B.
  7/7/23 No response from ***** *****. Purchased first two boards at ******** to test design. Determined that notching not necessary.
  7/10/23 Visited Armstrong counter in person. ***** ***** was out, giant white cat was in. Asked prices. Price $14.41 for 2 x 10 x 8', and $23.32 for 2 x 12 x 8'.
  7/12/23 Called Armstrong. Confirmed 2 x 10 price - still $14.41. Asked price to twice cut 10 boards, $30. Then said I thought I wanted to split it in two, how much to cut 5 boards, he replied $15. Told him I wanted to proceed. Gave him info, but he had to interrupt call and wanted to call me back. asked if I could call him back, he said yes, after 5 am. Said his name was ****. Made notes contemporaneous with call. See Exhibit C
  7/13/23 1 called **** with cc info. Boards delivered, everything went fine. Invoice correctly indicates the agreed cutting charge of $15 and agreed delivery charge of $10. See Exhibit D
  7/18/23
  1)I emailed ***** repeat of order. See Exhibit E. The only difference from first order was change to width of 3 out of 5 boards from 10" to 12". This should have increased price from 5 x $14.41 = $72.05 to 2 x $14.41 + 3 x $23.32 = $98.78, a difference of $26.73.
  2)Received call from ***** 10:10 am. He said unlikely cuts could be made by Wednesday (7/19/23) as requested, possibly by end of week.
  3)Received call from someone at Armstrong 1 :52 pm asking if delivery could be made now. I said I could meet driver at delivery location in 15 min.
  4)Met driver, placed order inside garage with invoice.
  5)After dinner, went to file invoice and discovered large overcharge. See Exhibit
  F. Emailed **** ********* 8:55 pm requesting refund of overcharge, ccl d *****  See Exhibit G I assumed **** would quickly correct the error since **** was the person I made the cutting charge agreement with.
  7/19/23
  1)Received email from **** wherein he asserts that ***** made no error. **** provides no itemization of charges in his email, nor does he mention any notice being provided to me that cutting charge was going to increase from agreed amount $15 to crazy, random $128. See Exhibit H.
  2)Requested return and full refund from **** *********. No response. See Exhibit I. Return policy is not disclosed on invoice, nor was it disclosed during any telephone call.
  Discussion:
  Contract terms were $15 for five boards, $30 for ten boards. Agreement anticipated two similar transactions. During initial discussion, it was made clear to seller that order was going to be split in two -- two orders of five boards.
  Invoice for 7/14 order is consistent with this agreement.
  Seller gave no notice of change to deal when second order was placed 
  Buyer did not agree to modified terms and did not authorize increased cutting charges. Buyer did not authorize seller to charge buyer's credit card wildly increased fees.
  Resolution Sought:
  Buyer/Complainant is owed a refund of $134.98. Please cause seller to refund this amount.
  
  

  Business Response

  Date: 08/01/2023

  - Customer was undercharged on his initial order (benefitting Customer) - Armstrong Lumber realized their pricing error after the sale, and Armstrong Lumber did not ask for the correct higher amount, due to it was our internal pricing error

  - Customer was made aware of the pricing error - on his second order

  - Within 24 hours after Second Purchase 7/18/23, Customer received 100% refund for the second order (Credit of $257.65 processed 7/19/23) - * Alleged Overcharge Amount, and *Refunded for the Material/Lumber that he kept** (not having to pay for any material that he received)

  - Customer complained about a "lack of communication" - 

  - Customer neglected to mention that the building that he works out of has no cell phone reception - Concrete Building

  - Customer neglected to mention that his ******** VOICE MAIL had been inactive since 6/26/23 

  - Armstrong Lumber has never received a written concern / complaint in the 66 years that we have been in business.