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Business Profile

Building Materials

Beacon Building Products

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:06/26/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Purchased Special order front doors and back doors for our new home being built. Ordered them in November of 2022. Once they arrived and were delivered we immediately contacted the company informing them that they were not the correct color nor did they have the correct window panels in them. I went over this numerous times before we ordered them. After over a year of trying to resolve this I was left with no resolution. My only choice now is contact an attorney and spend more money to fight the issue. Everything has been held up waiting on these doors to be replaced. Currently we still have no siding but will have to go forward with the project and fight the doors as we continue with the house. I have all this documented in emails and I have tried to reach the Attorney they use as well.

    Business Response

    Date: 07/15/2024

    I serve as counsel for building materials supplier Beacon ******************** (Beacon). This letter is in response to the complaint filed by ***** and ***** ****** regarding their order for three Therma-tru exterior doors from Beacon. We regret that they are unhappy with their purchase, but we maintain that we have in good faith attempted to resolve their issues. The Landons ordered three pre-stained Therma-tru exterior doors from Beacons branch in *********, ** on 11/8/2022. Beacon submitted the special order to the manufacturer and after receiving the doors from the manufacturer, Beacon delivered them to the ****** residence on 1/27/2023. Beacon delivered the doors; however, the Landons contractor installed them on the house. When the district sales manager became aware that the Landons were not satisfied, he invited Mr. ****** to come to the *********, MD branch to discuss the doors. Mr. ****** came to the branch and confirmed to the Beacon sales team that the stain color was the one that they had selected, however that Ms. ****** did not like the color. Beacon acknowledged to Mr. ****** that the glass inserts needed to be corrected and offered to resolve the issue by sending the manufacturing representative to make the switch to the glass inserts they had ordered. This change would have immediately modified the doors to be exactly what they had ordered. As a good faith gesture, and to make up for any inconvenience to the Landons, in addition to resolving the matter of the glass inserts, Beacon offered the Landons a discounted rate on a siding package for their home. The Landons rejected the offers and demanded a full refund and replacement of the three doors. They behaved rudely to the sales team, including cursing and threatening staff members, which is not tolerated by our company. Beacon decided that they would not have further involvement with the Landons because they had rejected all good faith resolutions and behaved badly towards the sales team. On November 10, 2023, the Landons emailed me to state that they were planning to ******************************************************************************************** | ************ ******** take legal action against Beacon. I responded that I was amenable to speaking to their legal counsel. No further communications were made to Beacon on this matter until this complaint. We are sorry that the Landons are not satisfied with their doors, but we cannot accept their demand for a refund. Our return policy does not allow refunds or replacements for special order products. The doors are of high quality and match the specifications that the Landons ordered if they would have allowed the simple remedy to change the glass inserts. We have tried to help them, but we are not responsible for any delays that they claim. We ask the Better Business Bureau to dismiss this complaint as unfounded. If you have any questions or need additional information, please contact me at my email or at *************** Sincerely, ***** ******* Division Counsel - North

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