Complaints

This profile includes complaints for Hackmann Lumber's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hackmann Lumber

  3030 S Saint Peters Pkwy Saint Charles, MO 63303-5697

• 

  Hackmann Lumber

  390 E Wood St Troy, MO 63379-1425

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:10/13/2023

  Type:Delivery 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.

  Hackman was supposed to order parts for windows 9 months ago. They have only ordered incorrect parts ever since. They have lied about completing the order several times. At this point, I am not even sure they intend to complete the order.

  Business Response

  Date: 10/16/2023

  
  October 16, 2023
  
  BETTER BUSINESS BUREAU
  CASE # ********
  
  
  Hackmann Lumber Company has received a complaint from a Mr. ********* ***** regarding “service issues.”  Mr. ******* contractor purchased windows directly from Hackmann Lumber Company back in January of 2022.  Due to issues with the installation of the windows, Mr. ******* contractor is dealing directly with the manufacturer of the window to get parts to resolve any pending issues.
  

  Hackmann Lumber Company is strictly a materials provider and does not provide any installation of our products.  Hackmann Lumber Company has completed all material orders with Mr. ******* contractor, there is nothing pending on our end.
  
  Please let us know if you need any further information.
  
  Respectfully,
  Hackmann Lumber Company

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

  
  

  Customer Answer

  Date: 10/18/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Hackman did try and service the windows. Hackman, in fact, damaged several windows while servicing the windows. Hackman said they were ordering parts. Hackman said the parts were ordered. The parts did not arrive. Hackman again said the parts were ordered. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 10/18/2023

   

  To Whom it May Concern:

  We received the rejected response from Mr. *****.  Attached please find the screen shot from our salesman, Mr. *****'s Contractor and the window representative who is working his Contractor.  As stated in the text, Hackmann Lumber has no parts on order for Mr. ***** which has been communicated numerous times.  The contractor is working directly with the window manufacture's representative  who acknowledges that he is placing the order and then will follow up with the contractor directly.  Again as stated in our first response, Hackmann Lumber Company has nothing pending on our end for Mr. *****'s windows.  This text is proof of that.

  Hackmann Lumber Company never damaged any of his windows.  That was never even mentioned in his first complaint.

   

  Thank you.

  Hackmann Lumber Management Team 

   

   

   

  Customer Answer

  Date: 10/19/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  My windows were damaged by a representative for Hackman. That wasn't an issue when Hackman was ordering the necessary parts. I assumed the representative from Hackman was ordering parts to fix what he had damaged as well. When I thought Hackman was an ethical business, that seemed like a safe assumption. 

  A representative from Hackman came to my house and beat on window parts that were protruding with a Porky Pig sized mallet. It is not surprising that when those parts were beat back into place that other parts bowed out and cracked. The representative used a nail gun to nail in those protruding parts and some of the, now, bowed out parts. Others he said he would need to order parts for. He pointed out several windows he just couldn't fix that day because he needed parts. 

  When the representative from Hackman left he said he was ordering parts for more than 20 windows. When I followed up he assured me, multiple times, that he had placed the order. He explained that there were long delays on orders from this window company. Only recently have I found out that the representative from Hackman never intended to order the window parts. 

  If he was never going to order the parts, why was he beating on my windows in the first place? Why would he say he was placing an order, and that it had been placed when it had not? 

  I am left to assume this is how Hackman does business. 

   

   

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

• Initial Complaint

  Date:08/30/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 deck material from Hackmanns (order # ****** for $6,252.53) on 05/09/22 and (order #****** for $1,050.82) on 7/12/22 and had several issues with no one retuning my calls, emails nor keeping their word on anything. I had issues placing the order for my products every associate kept passing the buck and never helped. Once I received my products everything was fine except two 2x4 were warped and not getting the color screws I needed. After my deck was completed I called Hackmanns several times and left emails requesting that the remaining materials be picked up and for me to receive a refund on my remaining items (lumber etc). They were picked up 08/11/22. I was told they had to process things and a check will be sent in **** business days and Ive yet to receive it. *** called and spoke with a manager *** on 08/26/22 and was told Ill get a call back and still nothing all I want is my money and Ill never do business with this unprofessional company again.

  Business Response

  Date: 09/06/2022

  Attached please find a copy of the refund and check that was mailed to ************************* on September 2nd, 2022.

  We did do the pick up for the materials on August 11th.  We typically do try an have the returns inspected and processed for refund in **** days, however, due to scheduled vacations in the returns department and a shortage of staff, it did take us a little bit longer on this refund to expedite than usual.

  I gave the customer an additional $100.00 as a customer courtesy due to the timing of her refund.

   

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************