Complaints

This profile includes complaints for Huntington Steel & Supply Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Huntington Steel & Supply Company

  100 3rd Ave Huntington, WV 25701-1214

• 

  Huntington Steel & Supply Company

  540 Dunkard Ave Morgantown, WV 26501-4116

• 

  Huntington Steel & Supply Company

  155 Thacker Rd Pikeville, KY 41501-3020

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:01/25/2023

  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 ordered culvert pipes and they did not have all in stock so was forced to wait on new shipment. I previously ordered 2 different size culverts but before they were loaded and delivered my contractor had a change of plans so we cancelled that delivery of which I was told was already wrong because instead of 36 " pipe it was written as 30" on 3 of the culverts. I placed an order with an increase of 1 pipe and all to be 36" order 101200 (dec. 2) also showed a cost of delivery, but my contractor wanted to pick them up. I placed order on the phone as business has a locked gate does not want people in the office and lot. I offered to pay either with check account or debit card and asked if any fees if use the debit and was told no. Jan 19th after numerous chats and calls they finally came in and contractor picked them up. there was a difference of 684.34. I got an alert of a second charge which shows it was to be a refund after a call to the bank of 394.00. after calling Huntington Steel was told by the woman they always charge for refunds for processing. 240.34 was deducted. I have a rec. and there is no mention of any such processing fees and was told over the phone would be no charged fees. At no time did they contact me over the refund on any options. they never offered as well to give a check to my contractor made out to me or even arrange a credit option against a further purchase or me to go in person for refund. I sent a chat message as well asking for a higher up to contact me over this over charge for an order they had funds for well over 30 days. since this purchase is also connected to flood disaster from July I am wondering also if it is subject to price gauging per KY laws which were passed.

  Business Response

  Date: 02/14/2023

  Below you will find our comments given by our Pikeville, Kentucky Branch Manager Ruth Ann Tackett in regard to the complaint made by Mr. David Ritchie. 
  
  "I received a phone call from Customer on Friday, 12/2/22, where he placed an order for material. I entered his order and ran his card for payment of his order and scheduled his delivery for the following Monday 12/5/22. Over that weekend, prior to Monday12/5/22, Customer messaged our main office requesting the order be put on hold. Then a few days later, on 12/7/22 Customer called to then modify his order. We did not have the material he now wanted in stock so we had to order it in, which we did for him, and explained it to him. It took some time to get the material in and the last of it arrived on 12/29/22. At that time I sent Customer a text to tell him the material was in and to update him on his new total. The following day, 12/30/22, Customer responded to that text and said his contractor would be coming to pick up the material on the following Monday or Tuesday. I stated we would take care of his contractor however we are closed for business that particular Monday (1/2/23) for New Year's Day observance.
  
  I did not hear back from the customer until more than a week later on 1/9/23 when he stated he was out of the loop with his contractor and would have thought his contractor had picked up the material at that point - which he had not. I told him we could still deliver it if he would like, he declined saying his contractor would come get the material. He texted on 1/10/23 and again on 1/12/23 stating his contractor was trying to "trying to get there". We were open, available, and had his material ready during this time. The Customer's contractor finally came on 1/13/23 to get the material, picking up 4 of the 7 pieces ordered. Then the Customer's contractor came back on 1/16/23 for the remaining 3 of 7 pieces ordered. After this time the transaction was fulfilled with Customer and on 1/19/23 a partial refund was issued. Partial refund was issued due to smaller material being needed and since picked up we refunded delivery charge. It was reduced by 3%, a transaction fee to accomodate for refunds run through credit card merchant processor. On 1/20/23 Customer called me to ask why I had taken more money from his account and I explained as best I could that we didn't take money out of his credit card account again, we actually refunded (putting money into his account). I went over this and tried to explain, however Customer did not seem to understand this.
  
  With respect to a claim of our gate being locked, this is untrue unless it is a weekend, holiday, or after normal stated business hours. Regarding complaint of price gouging on this product, again this is untrue. Our cost of this material is fairly high and thus our profit is actually a little thin in order to sell it, additionally we had no knowledge of this Customer being a flood victim."
  _______________________________
  
  Jeff ******* * ***
  
  Huntington Steel & Supply Co.

  Business Response

  Date: 02/17/2023

  We are sorry that the Customer has felt mistreated, however we continue to disagree with some information in the complaint. We agree to refund the 3% merchant fees we charged and were referenced in his complaint. We did not properly communicate that we charge a fee if a refund is required and paid via credit card, and for that we are sorry. As a resolution to this dispute, on 2/16/23 we have refunded that processing charge back to the credit card used in the original transaction. There will be no further refund for the product as the product purchased was ordered in as required and communicated, accepted by customer, and picked up by customer.

  Customer Answer

  Date: 02/17/2023

  [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  I tried to be as precise in all my statements and expressed to the best how things happened. While business is business is a standard statement how it is done and communicated often sets up both failures and success. We all have many other things going on and it is best for all to put this behind us. Part of this would have been avoided had my contractor gave me his thoughts prior to the order. It is also possible that the info they felt was exchanged because it is a standard thing, but it was not, we are all human sometimes things happen and it compounds. I am glad my side was given some attention in this manner. For the business it was basically a few weeks on getting stock etc. for me it started in Nov. long before things even seen in the documents.  Thanks to all  more than the money the actions help to restore good hope/ possible future business. Regards,

  
  

  David *******