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:08/30/2023

  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 ordered many different materials from the *******, KY location for this company for the building of my home in ******, KY. I was told that any materials that were left over would be taken back and I would be given a credit for those materials. I told the representative for Benthall, ***** that materials need to go back for credit. Some of the materials that were taken back are going to give a credit back for. However, some of the materials are dirty and need to be cleaned. It took Benthall over a month to pick up some of the extra materials. One time they sent a driver and he refused to get materials from back of house and load them to be returned. I am asking that all the materials that I have in the *******, KY location currently be credited back to me immediately. For the most part working with Benthall has been good, just wish they would take back the materials that should have been picked up a while ago and they wouldn't be as dirty as they currently are.

  

  Business Response

  Date: 09/06/2023

  When the staff in ******* was asked about the situation, they told me that the material was in a non sellable condition.  The supplier representative was asked to look at the material to see if we could return it for credit, he said that they would not take the material back.  Material was scratched and dirty.  

  Customer Answer

  Date: 09/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The material did not look scratched when it was there at my property.  The material could have been picked up from Benthall weeks before if the driver would have taken it back with him then.  It is not my fault that the company did not send more help for the driver to load the material up when he was there.  The material was under the back porch for the decking and don't see how this has any issues.  There were three total rolls of coil there that they did pick up before.  I was told that only one of them is able to be sold.  I did not even order these three rolls of coil as they are not the two colors of my house.  The other two rolls if they have any issues again are not my fault and again I did not order them.  The decking that was going back are the 16ft pieces that should have been taken back the same day the 20ft pieces were delivered to the house.  The sales person ordered the wrong pieces and 20ft pieces were needed.  These pieces should have went back the same day when the other pieces were delivered.  At this point I still stand on wanting a full refund back on the materials they have.  
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 09/18/2023

  In regards to the materials that were returned, they were clearly left out in the weather for several weeks. I have included pictures that show scratches and mud on the composite decking, coil, and vinyl products. 
     When our driver was there to pick up the materials they were down a steep hill and behind the house. We do not send help with our driver to pick up returns and it is not our responsibility to retrieve them from areas that are difficult to access. 
  The three rolls of coil were ordered by the contractor. When they were picked up 2 were not in the boxes with scratches and damage. One was still in a deteriorated box, however it was not damaged so a return can by applied. 
     The customer approved all material delivered to his house and it is unreasonable to expect Benthall Brothers to issue a credit for material that is not resellable. 
      We delivered 2 railings so customer could complete his project, Invoice #****** total $602.67. This will be deducted from any credits. 
    At Benthall Brothers we try very hard to maintain customer satisfaction and this is proven by the fact we have been in ******* over 20 years and to my knowledge  this is the first complaint to the Better Business Bureau. We regret that this situation has come to this, but again, the fault lies with the homeowner. This material cannot be resold, so no credit can be applied. 

  Customer Answer

  Date: 09/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have additional materials for your company to pick up and take back for return.  There is soffit and many pieces of railing that need to be picked up.  I need to address this now and know when you plan to pick these items up.  As to the railing that was addressed I have not received any communication from your company about this invoice.  You can send that to me as well and that will be addressed once agreement comes on all of the material's.  
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 10/03/2023

  Benthall Brothers offers pick up of returns as a courtesy to customers. We can not be expected to make multiple trips to a jobsite to pickup returns. We attempted to pickup returns and they were not accessible. We then were told they were ready to be picked up and returned to the jobsite and got them. Approximately 1 week later we were told more materials were found. The homeowner will have to make arrangements for these to be returned. Again, material that is special order, damaged, dirty or not in condition to be resold cannot be returned for credit. 

  Customer Answer

  Date: 10/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am rejecting this back due to we are not agreeing on the credit owed back to me.  I have materials that are back at Benthall and I believe the credit is owed back to me for materials not used. As I outlined in other responses I gave them several times to come pick up material that was extra and it sat there for extra month or more in most cases.  The material for the deck was under the back deck and do not see how this was damaged in any way as they have outlined.  When my wife and I took the material from the back of the house to the front we did not see any damage to this material as they have outlined.  The material was delivered by this company right next to the back deck on long pallets that the brought.  All this material was left outside by the company and other materials for the back deck.  If the company is so worried about material being left outside and damaged why do they bring boxes with screws to the job sites and leave them there to be rained on and the box destroyed and all the boxes they brought were.  If the company could deliver the materials for the back deck right next to the back deck, why couldn't the company go back and pick up the materials that were ready to be returned.  Why did the company not take back the 16ft. pieces of decking when they took out the correct 20ft pieces to complete the job?  This right here was an error on their sales person on ordering the wrong material.  The three roles of brown trim coil they brought out, I nor my contractor ordered this material.  This was the wrong color for anything with my house project and they knew it, however, they were told to come back and pick it up and prolonged picking it up.  Many of the issues I have here is too much material ordered by the company sales person and then not picking the material up on a timely basis.  As I have outlined also in the past rejection, I have more material at the job site that need to be returned as well.  The company in last comment said they will not come back out and pick this material up.  I have extra soffit and also several pieces of the railing system that need to go back for refund.  

  I am asking at this time to go to arbitration to resolve this request for refund promptly.  I never received any documentation from Benthall about returns or their return policy.  As for the material still at job site, I will be back down on 10/19 and I will take a full inventory of the materials that need to still go back to the company for a full refund.  In addition, I do have more information about this company and how they have been treating other contractors on returns and how other contractors are having the same issues with people at the ******* location on ordering too much material and or not wanting to admit they ordered the wrong material and having issues completing a job.  One thing I have been finding is that the company does not want to take the materials back on a timely basis and then trying to say there is issues with material and getting refund.  I know a current homeowner that had a similar issue with some railing that was ordered and Benthall ordered the wrong material and also not enough material.  Contractor had a few weeks of back and forth with company about having the wrong material at job site and not having all material to start and complete job.  Contractor has paid company for the materials and company was trying to get contractor to pay for the extra material, when it was the fault of the sales person getting the right material there.  At the end company agreed to pay for the extra material needed and supposed to be coming soon to complete material needed to start and complete the job.  Contractor still has wrong material at job site and told sales person that they are not responsible for material there that will not be used.  They told company to take it back but did not last I knew.  This is the same contractor as I used and he knows other contractors that have had issues with Benthall.  I look forward to talking to anyone at the BBB and or arbitration individuals that will help to resolve this.  All I want it my money on my returns as I should for material there and also still at job site.  The invoice that they outlined that is owed will be reviewed to pay once all this has been resolved.  Thanks ***** ********* 

  
  
  
  Sincerely,
  
  
  
  ***** *********