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:07/30/2023

  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.

  We started the process of getting superior walls for our new home about 5 months ago. I told the Saleman Carl our house will be delivered sometime in June. He said let’s stay in touch. I contacted him again in April and told him we have an off line date for our house of June 15th. He said they changed the process and I have to have my basement dug for them to get me on the schedule. So I went ahead and dug the basement and had it finished by mid May with gravel installed and corners pinned. A week or 2 later Carl finally came to take a look at it. Carl said we probably can’t get the walls finished by mid June but we can get them installed by the end of July probably sooner. The process of confirming drawings and getting an invoice was very drawn out and I later figured out a lot of this should have been started before digging the basement. The 3rd week of June I contacted Carl to make sure we are still on schedule for the end of June via email and text with no response. My wife then called Carl and he told her to get off her high horse and hung up on her. We contacted the office the next day and the paperwork had not even been turned in. Now we have all contractors lined up and a house sitting here and no walls. This is a terrible way to do business and has really messed up our plans and is costing us money every day we wait. We need these walls installed this week no questions asked.

  

  Business Response

  Date: 09/11/2023

  Date of Response:  9/11/23
  
  We understand that our
  customer ****** **** filed a complaint with BBB against Superior Walls of North
  Carolina on July 30, 2023 complaining about the length of time that transpired
  from his initial contact with our salesman, Carl S****** for his job to be
  placed on our schedule for installation. 
  
  The first notice of
  complaint was sent to an email address of an employee who no longer works for
  Superior Walls and we just received the Second Notice of Complaint today
  (9/11/23). 
  
  Since Mr. ****** filed his
  complaint, the walls he ordered were installed 9 days after the filing of the
  complaint on 8/8/23.
  
  The process of ordering
  and installation of Superior Walls for all customers is as follows:
  Initial customer contact with area sales representative
  After review of customer’s prints, a sales quote is provided to the customer by the Superior Walls sales representative.
  Preliminary design prints are drawn by Superior Walls CAD designers
  The customer approves and signs off on the preliminary design prints.
  A sales contract is drawn up and signed by the sales representative and customer.
  Before the production process is started, the customer must provide required monetary deposit as stipulated in the sales contract.
  Once the deposit is received, the production process begins. This can be several weeks out due to how many jobs are scheduled ahead of the customer’s job.
  
  With regards to ******
  ****’s job, we have the following timeline:
  6/28/23 Our CAD Department received request for preliminary drawings from the sales representative
  7/6/23 The preliminary drawings were sent to the customer.
  7/6/23 The approved preliminary drawings were sent to the sales representative by the customer.
  7/8/23-7/9/23 – The sales contract was drawn up and signed by the customer
  7/19/23 – The monetary deposit of $6988.66 was received and the job was placed into the production queue.
  8/8/23 – The walls ordered by the customer were delivered and installed as ordered.
  
  In ****** ****’s
  complaint, he stated that he contacted the office around the third week of June
  and the paperwork had not even been turned in. 
  As you can see by the above timelines, several things have to be in place
  before the job can be placed in the production queue.  We had not received the request for
  preliminary drawings on the 3rd week of June, had no signed sales
  contract and no required deposit.
  
  During this time period,
  our company had a 10 week lead time from the time the preliminary prints are
  approved until actual installation.  As
  you can see by the above timeline, the customer received his walls just under 3
  weeks instead of the standard 10 week lead time during this time.
  
  From the time the order
  was received in our office for processing, including the required deposit, we
  believe that we served the customer well and in a timely manner in the expedition
  of his order.