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:07/18/2023

  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.

  Contact was made with this company early in June to order a driveway locker. My husband spoke with *** who sent ** the order / invoice on June 09, 2023 which was promptly paid the same day. The order/invoice both of them signed very clearly states that there is a 2-4 week lead time- so at the end of week 3 when we had received no contact from this company we touched base asking for a status since as a SCM I know freight required advanced carrier arrangements and we had yet to hear from anyone. *** constantly makes excuses for why he never picks up the company phone or responds to text messages and did not respond until we got angry at the lack of communication and requested a refund via voicemail. At that time he called my husband back and claimed it would be shipped out in week 4. We are now into week 05 and he refuses to pick up his phone (only responding to a text message ) claiming someone will get back with us with tracking or a status. At this point, I believe this company is a scamming people and want a refund of the $1,820.00 they were paid for a product we never received.

  Business Response

  Date: 08/10/2023

  This is the first I am seeing of this complaint through BBB. I am unhappy that your previous messages, if sent, did not come through. 
  
  I spoke to this customer, ***************************, on or about 7/27/23 prior to shipping this product. The product was slower than normal in production due to a supply issue, and I offered a full refund over the phone. ***** asked his wife, who was not on the phone but within earshot, if she wanted a refund or if she wanted the product. She responded to him that she still wanted the product, and that's what he repeated to me. It was shipped the next day and arrived at their location on 8/3/23. 

  
  When I spoke to the Thorntons regarding delivery in week 4, I was told by the fabricator that they would be shipping the following week, so that is what I told the Thorntons. The fabricator had received the raw material (steel tubing) for making the order, and thought that was accurate. As it turned out, the material had been cut to the wrong length and had to be reordered. Had I been informed of this by my fabricator, I would have reached out to the Thorntons to let them know there would be a delay. As it was, when I found out from the Thorntons that they hadn't received the order, I contacted my fabricator, who told me why. I wish I had been informed earlier by them, and I expressed my dissatisfaction to them. 

  
  For the record, this customer is still unhappy. When I created the website for this product, it included key locks for the mechanism. Our standard changed to providing combination locks instead (they are stronger, and most customers find them to be more convenient), which show up in some of the photos on the website, and is in the product description on the quotes I send out to all customers. This is not what this customer was expecting, so I have sent them some key lock mechanisms that can be swapped for the combination locks. 
  
  Additionally, I am a one-man shop, and I was on 'vacation' in a remote area in ******* in early July when this customer was originally supposed to have received the order. While I did miss phone calls during this time, I did respond to all messages and emails as soon as I was able. I did not dodge phone calls, and I responded to all messages, texts, and emails as soon as I was able.