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:08/04/2022

  Type:Service or Repair 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 and paid in full for a front door and a back door, including storm doors for both on March 29, 2022. Both doors were delivered, including storm doors sometime end of May, 2022. On June 2, 2022 I reached out to Tague Lumber, Malvern location, where the order was placed, to inform them that the back door was damaged, and the front door incurred damage during installation due to poor quality of door. On June 24, 2022 I was finally scheduled for someone from ****, the actual production company to have one of their technicians come and replace the back door and assess the damage of the front door. After the service, the technician and **** agreed that they have to replace both doors. I was told that the new doors should be in by July 28, 2022. Now I was told that I should wait, yet again for confirmation that the new doors are correct measurements and quality. During all this time, I was the only one initiating calls and following up on the matters. ************************* from **** never answers my calls, and Alexa C************* from Tague Lumber - Malvern, cannot ever give me any updates on the matter.

  Business Response

  Date: 08/30/2022

  I am responding on behalf of Tague Lumber to Complaint #********.

  Below is a timeline put together by the Tague Lumber employees associated with this project. Also attached is a string of emails to support this timeline. It does appear that *********’s issues were resolved on 8/8.

   

  • ***************** ordered two doors with Tague Lumber (March 29, 2022)
  • The doors were delivered on June 1, 2022 per ****'s instructions.
  • Out of her two doors, her steel door was installed by her contractor (*****************) and damage was done during the installation process a dent
    • **** did not want *** to fix the door
    • **** wanted a new door
  • **** Service came out the first time (mid-June 2022)
    • ****** from **** was in direct contact with **** about setting up an appointment and I followed up every time with her when **** came out
    • The door was dinged while being installed and **** did not want the door to be repaired onsite, she wanted it replaced
    • Another appointment was made as well as a phone call to ******************* (**** salesperson) about the situation
  • **** service came out a second time (June 27, 2022)
    • **** brought the incorrect-sized door
    • **** service had numerous people on vacation during this time, and unfortunately getting the appointment set up was difficult when **** did contact me to see if I had an update from **** service
    • I tried making phone calls to expedite service
    • I called ******************* to expedite service
    • ************************* (Showroom Manager) was out and I had *************** (General Manager) help me expedite service and finally we heard back from the **** service department
      • During these attempts **** was aware that we were doing all that we could under the circumstances
  • **** service came out for the third and final time (August 8, 2022)
    • See her last email response
      • **** was happy and satisfied with the outcome of the door situation.

   

  Thank you,

   

  Scott E*************

  VP of Finance & Technology

  325 Media Station Rd, Media, PA 19063

  Customer Answer

  Date: 08/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************