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Business Profile

Lumber Carriers

Hughes lumber co

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:08/19/2024

    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.
    The interior masonite doors purchased from Hughes lumber does not match the specifications on their website, and invoice. This discrepancy has resulted in a larger-than-expected gap between the doors and the floor, which affects both the aesthetic and functional aspects of the doors. Given the lack of disclosure about the height difference and the significant investment you made, it would be reasonable to expect some form of resolution from Hughes Lumber. I have reached out to ******** doors directly, and they said I have to go through the lumberyard where I purchased the doors from.

    We are building a new house with builders ******* and who directed us to Hughes lumber website to pick doors We picked out the 96 inch Lincoln one panel doors. After install, we noticed there was an inch and a quarter gap from the bottom of door to finished flooring. We express our concerned with the excessive threshold gap, as it is not the industry standard 1/2 in to 3/4 in gap, which still allows for airflow, but provides the privacy and noise control for which the doors function. The door was measured, and it was 95.5 inches annd under the door it said 95.5 inches. The president of Hughes lumber *** *** ****** didn’t realize in Oklahoma they came in at 95.5 in. Our quote and invoice that we received said the doors were 96 inches. Their website and our invoice has no disclaimer about variability in height changes. Hughes lumber is not selling 8 foot doors, but specifically 96 inch, we purchased those, and received 95.5 in. While walking with our builder through the house on July 8, found out doors were actually 95.5 inches, and vice president of his lumber was notified for the first time. July 15 ask the builder for update, she said they were still working on a solution. On July 22, builder said there was no solution from Hughes lumber. July 24, vice president of Hughes lumber **** with us at the home to try to find a resolution. No resolution is found until now still.

    Business Response

    Date: 09/04/2024

    I am sorry to learn about *** ****** complaint.

     

    The door slabs in the **** house were selected by the ****s and were manufactured by ******** ***********, which supplied the door slabs to Hughes Lumber, which supplied the pre-hung door units to be installed in the home.

     

    It is a common, standard manufacturing practice for the actual size of an interior door slab to be slightly less than the nominal size (around a 0.5-inch less). This is to allow for door-swing clearance with the flooring once the door unit is installed. The gap size between the bottom of the door slab and the floor can vary marginally, depending on the thickness of the flooring material , e.g., carpet, tile, wood flooring.

     

    I have reached out to those in the supply/build chain to see if practical resolution is available and/or already underway.

     

    Please email me back to confirm you received this response.

     

    Thank you.

    Customer Answer

    Date: 09/04/2024

    Complaint: ********
    I am rejecting the previous response because it does not address our concerns. The industry standard for door clearance allows for a gap of 1/4 to 3/4 inch between the door slab and finished flooring to provide a light and noise barrier while allowing airflow. The 1 1/4 inch gap in our case is excessive and does not meet these standards. According to NFPA 80, the maximum gap allowance is 3/4 inches, which applies to both fire-rated and non-fire-rated doors.
    We ordered 96-inch doors expecting a half-inch gap that would meet industry standards. The builder knew the flooring would be luxury vinyl and porcelain tile, with no carpet. Different Masonite door manufacturing plants produce doors in different sizes, and Hughes Lumber failed to disclose that our doors would not be the full 96 inches as ordered. This lack of disclosure prevented the builder from making necessary adjustments to the door jambs to accommodate the flooring and achieve an appropriate gap.
    Attempts to reach ******** *********** directly for resolution were unsuccessful; they directed us back to Hughes Lumber. Other lumber yards have confirmed that it is possible to obtain Masonite Lincoln 1-panel doors at a true 96-inch length with correct width. 
    The term "nominal dimensions" typically refers to allowances for clearance on the sides, not for significant height differences. 
    Hughes Lumber has not contacted us directly to resolve this issue. My husband was contacted only once on July 24, without any resolution. We have no proof of a replacement order being made or any written agreement to rectify the situation. It has been 8 1/2 weeks without any communication or assurance that Hughes Lumber is working toward a solution.
    We request that Hughes Lumber contact us directly (either myself or my husband) to provide written proof of their commitment to replace all door slabs to the correct length and cover associated expenses, including painting and installation costs already incurred. 

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