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:01/31/2023

  Type:Billing 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 paid for a material order prior to receiving them in the amount of $67,797.32 on 6/28/22. There were many missing materials from day 1 of delivery 9/12/22. I reached out 9/13/22 to ***********************************, President/CEO of Marling Lumber. ******* passed me along to the original order taker, *****************. I relayed info about missing materials, provided pictures and exact counts. ***************** said all materials were delivered to the job site in short saying our counts were wrong. **** finally checked the order and realized he was wrong. Missing paint touch-up kits were our highest priority. Any time I asked about credits because they would be unusable along with other major issues the missing materials caused, I was either ignored or told upper management would need to get involved, which never happened until 1/31/23. The credit amount for paint kits should be $1,461.72 as calculated in the supporting documents. I had to follow up again about the credit since no one helped me prior (again, initial email I sent 9/13/2022). The last day of January 2023 (140 days after my first correspondence was sent) just today on 1/31/23 I finally get notified the paint touch-up kits are sitting at Marling!? Substantial completion for the project was end of November 2022. I have never once been notified in any way (call, text, email, messenger, hand delivered, etc) that the paint touch-up kits were available at Marling. The project is done and has been done. Not only are the paint touch-up kits unusable at this point, but no one from Marling cared to reach out to me telling me the kits were there. With the detailed backup & lack of resolution even after reaching out multiple times, zero notification to me of paint kits arriving, I request the amount of $1,461.72 be authorized as an official credit to my account. I have been waiting to see credits for other returns made, which are unrelated to this specific issue but are noted as it is part of the final resolution Im seeking.

  Business Response

  Date: 03/16/2023

  Thank you for reaching out and there were a lot moving parts to this order that were not communicated in the complaint. Once it reached accounting, we apologized for their experience and reviewed the information provided in detail and In efforts to best remedy the situation, provided the customer with a proposed solution, which incorporated a credit to the account for items that were not returnable as stated on the quote, order and invoice they were provided, but in efforts to accommodate the customer, we provided this exception, as well as offered to provide a check for approved returns. In addition, customer wanted additional credit for other special ordered items that were delivered, partially, as they only took a certain amount and then paid for invoice for those items, without issue. Customer was told those items are available for pickup and another exception to our return policy, as stated on their order and invoice, could not be made.

  Customer Answer

  Date: 03/19/2023

  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.

  ******************** notes that they made an exception to a policy to provide a refund for materials - this is because I was never made aware the materials were ready and available for pickup until approximately 3 months after the project I needed them for was complete, and the proof I provided asking for help time after time after time, getting no response. A credit for these materials was obligatory at this point, not an exception. The materials ******************** is not willing to refund or "make an exception for" are for materials that were ordered per a verbal phone agreement by a ******************** rep and one of my reps. ******************** continues to reference the "SO" on the order form and invoice which signifies non-returnable. A sales order was never once sent so it is completely irrelevant. If they search the reps outgoing email they will see this is a fact. The conversation carried on throughout many calls and it was always discussed that the materials were returnable, hence the high quantity order - we were assured we could take what we needed and return the rest which is the exact reason I paid the invoice in full as I explained to ********************. It wasn't a "pay as I go situation. The invoice was the first document ******************** sent that had "SO" and that was after a partial amount of the order was received. A ******************** rep ******** in the past week that he recalls very well that he discussed the materials WERE returnable on several occasions -yet ******************** management will not go by that reps **** and honor the verbal agreement. The reimbursement to me should be the offer initially provided by ******************** via email plus the materials my rep was told several times were returnable.

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

  Business Response

  Date: 03/24/2023

  In efforts to resolve the matter to the complainant's satisfaction, the *** has offered to provide a refund check, of a corrected amount.

  Customer Answer

  Date: 03/31/2023

  I accept.
  
  *********************