Complaints

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• Initial Complaint

  Date:08/20/2023

  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.

  I paid $5452.61 to Brookside Lumber on 1/5/23. This charge was the second payment made for an order of doors and windows for our home. The Blueprints, attached hereto, state that the Bedroom Windows should meet egress requirements and that the Master Bedroom Patio Door opens “RH/Right Hand”. See the “Door and Window Schedule” on ***** ****** **** of the Blueprints.
  
  Brookside Lumber ordered and delivered Bedroom Windows that do not meet egress and a Master Bedroom Patio Door that opens “LH/Left Hand”. To add insult to injury, the Master Bedroom Patio Door not only opens backwards, it also does not function properly. To make matters worse, we were charged for a screen door for that Master Bedroom Patio Door, which we did not want, never asked for and never received. Lastly, we paid for a sliding screen door for the Dining Room Sliding Door, but it was never delivered. Brookside Lumber produced a Quote for which I paid for via phone/email based on the representation that the order was in line with the Blueprints.
  
  Our General Contractor took delivery of these items (and failed to demand delivery of the screens) and then had these wrong items installed without our consent, and, when questioned, told us he would work with Brookside Lumber to make the work fit the Blueprints. Months went by with no resolution, yet the Contractor told me that he didn’t want me to get involved. I couldn’t let this go any longer, so I wrote and letter to Brookside Lumber on July 24, 2023, with the Contractor on copy. No one responded to my letter! We are left with missing materials and wrong materials, one of which doesn’t even operate properly.
  
  1. The Master Bedroom Patio Door cost, including the screen door that was never produced, was $2107.20.
  
  2. The Screen Door for Dining Room Sliding Glass Door was never produced, but $237.07 was charged.
  
  3. The Bedroom Windows that do not meet egress were $1191.38.
  
  Therefore, I request a payment of $3783.15 to be made whole.

  Business Response

  Date: 08/23/2023

  Attached is the Purchase Approval/Sign Off for the
  windows , doors , and screens and the order.
  The sign off was signed on 8/31/2022 and the first
  payment was made on 9/12/2022. Everything was
  ordered.
  The windows in question are marked (NOT EGRESS)
  We did not see a blueprint that said EGRESS.
  The sliding door was ordered correctly. The handing
  is viewed from the outside so it is reversed on the
  inside.
  We do have 2 screen at Brookside that were
  purchased for this job.
    
  We respectfully believe that we ordered all the products
  correctly.
  Sincerely , 
  Gordon E******

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

  From: ****** **** *******************
  Date: Wed, Aug 23, 2023 at 3:07?PM
  Subject: Fw: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: Pittsburgh Bbb Info <[email protected]>
  
  Hello,
  
  I didn’t see a way to give specific reasons why I do not accept the business’s response, but here they are:
  
  The Blueprints were provided to Brookside Lumber.  Page A4.1 and includes the Door and Window Schedule, which states: “NOTE: PROVIDE ONE EMERGENCY EGRESS WINDOW AT BEDROOM”.
  
  I’m not talking about the sliding door being on the wrong side.  I’m talking about the single patio door opening on the wrong side.
  
  The business said they “have 2 [screen] at Brookside” that I purchased.  Firstly, why are they holding my merchandise without telling me?  Secondly, we never wanted or asked for the screen door for the single patio door and need to be refunded.  
  
  I talked to Gordon E****** of Brookside Lumber  just now, and he admitted that he was ill-informed and says he will be amending his statement.  
  
  Thanks,
  

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

  Business Response

  Date: 09/05/2023

  ******** , there are 5 Attachments that show what happened.
  I hope to show that the order that was originally signed by
  the customer remained the same and was not changed
  because we never got the change orders
   
  Attachment 1.  PURCHASE APPROVAL/SIGN OFF on 8/31/2022
   
  Attachment 2. Battle Ridge Finished Drawings 9/2/2022
  Sales employee Brian S**** (Salesperson for this job) 
  was not included in this email.
  Page 9. The circled door is what they received and on
  Page 11 this is the swing that the customer wanted , 
  but got the opposite swing.
  The picture on page 9 does not match the swing on page 11
  Page 11 also has the circled DOOR AND WINDOW SCHEDULE,
  Note Provide One Emergency Egress Window at Bedroom
  On the original signed order we have 2 windows as Not Egress.
  We did not see or get these changes.
   
  Attachment 3. Battle Ridge Finished Drawings 9/11/2022
  This is a repeat of the patio door in question.
  We did not get this email.
  Page 3 has a drawing of the patio door and this is
  what they received.
  This door is shown from the exterior and the lock
  is on the right , so viewed from the inside the lock
  is on the left. The customer wanted the lock
  on the right viewed on inside.
   
  Attachment 4. Order no.: ******** Order date: 9/12/22
  Response to the Issues.
  Issue 1: Single Patio Door opens in the wrong direction and does not operate correctly
   Single Patio Door was ordered according to the original signing.
  This should have matched the Patio Door in Attachment #3.
  The swing on the blueprint is wrong. 
  The Patio Door was operating when Jay Workmaster left.
  The hinges on the door are adjustable and will have to be
  adjusted to make the door operate smoothly.
   
  Issue 2: We can refund the money for the
  Patio Door Screen.
   
  Issue 3:  We have the screen for the French Doors and
  we talked about you picking it up or we can drop it off.
   
  Issue 4: We did not get the window changes.
  The emails did not include Brookside or Brian ******
   
  Attachment 5. We received page 8 of the Purchase Approval/Sign Off to order.
   
  Please contact me with any questions or concerns by email or phone
   
  Thank you ,
  Gordon E******
  **** ************

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It is WRONG of Brookside Lumber to try to throw our draftsman under the bus by saying that the “drawings were wrong”.  Brookside was to provide materials that meet the drawing specs!  Brookside didn’t do its job!  I’ve had at least four phone calls with Gordon E******* yet he insists on sticking with his distorted realties.  It’s a surreal experience.  To add insult to injury, they’ve failed to deliver two door screens that we paid for on 1/5/23!  This company is deplorable.  If they don’t provide the proper materials or refund us what we paid, then we will take them to the District Magistrate.  
  

  Secondly, I don't know what I can possibly do to negotiate with a millwork company officer who cannot read a Blueprint.  Please see the attached document.  Gordon E****** is identifying the wrong door---one that's been there since 1965!
  

  
  

  
  Regards,
  
  
  
  ********* ****

  Business Response

  Date: 09/11/2023

  Please provide proof that we received a copy of the undated blueprints with the changes , before the windows were ordered.

  Customer Answer

  Date: 09/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  
  

  The reason that Brookside Lumber didn’t order the windows until September 12, 2022 is because the final blueprints were only available on September 11, 2022, and the order was to be TO THE BLUEPRINTS.
  
  
  
  Regards,
  
  
  
  ********* ****

  Business Response

  Date: 09/22/2023

  We did not get a copy of the changed blueprint.

  We found out in 2023 that only 3 people had access to the changes.

  Customer Answer

  Date: 09/26/2023

  From: ****** **** ******************>
  Date: Mon, Sep 25, 2023 at 6:22 PM
  Subject: Complaint *********
  To: Better Business Bureau <[email protected]>
  
  
  The Blueprints have ALWAYS indicated that the bedroom windows must meet egress, as this was explicitly stated in the “Door and Window Schedule” section of the Blueprints.  Brookside Lumber was to order to the Blueprints.
  
   
  
  The Blueprints of September 11, 2022 include a single patio door where a window was previously drawn.  Brookside alleges that they never received the September 11, 2022 Blueprints, yet they ordered a single patio door (opening the wrong way).  No prior Blueprints even show a single patio door in this room.  Therefore, Brookside had to have had the September 11, 2022 Blueprints, and I personally discussed the door change and updated Blueprints with Brian Stech, so I know he knew about it.  Brookside Lumber was to order to the Blueprints, and they placed the order on September 12, 2022 (despite earlier Proposal dates) because of the September 11, 2022 updated Blueprints.
  
  Brookside Lumber still owes us $3298.58, which represents $1191.38 for windows that don’t meet egress as specified in the Blueprints, and $2107.20 for the patio door which opens the wrong way per the Blueprints.
  
  

  Business Response

  Date: 11/21/2023

  The first set of blueprints did not show egress windows.
  We marked on the order form:
  WINDOWS DO NOT MEET EGRESS
  We wanted to make it clear that they were
  not egress windows.
  The second set of blueprints showed egress window
  but I have stated before that we never got that
  blueprint.
  The windows that did not meet egress were installed
  and the customer got their occupancy approved.
   
  The Patio Door and swing was determined on our
  order form before the second set of blueprints
  we done. Again we did not get the changed
  blueprints. The customer had the order form
  to look at and check for about 10 days. 
  The order was signed and dated 8/31/2022
  but was not emailed to us to order until
  09/12/22 . There we no changes to the
  original order form so the order was placed.

  
  Respectfully,
  Gordon E******