ComplaintsforSmith & DeShields
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Smith and Deshields recommended a door solution without any guidance and it was a design that cost thousands of dollars that could not be implemented due to poor information and them overselling the product. We bought barn door hardware and barn doors. They cut the barn doors too short, and told us we were stuck with them. They told us after the walls were up and painted, that we had to mount plywood in order to hold the doors, and told us we had to rip the walls open again which would cost us thousands again. We asked that they atleast take the barndoor hardware back (which we did not cut and left whole in the box they came in), this hardware cost $2500. They have a sneaky way of coding their invoices with all products as "custom" and the customer does not know it. This hardware was not custom, in fact it had to be cut by an installer to fit the door. Their sales rep and branch manager refused to take any responsibility and they are wiping their hands of this even though they made the mistake. I'd like a full refund of the barn door hardware and the 4 barn doors that they cut too short.Business response
04/18/2023
The issue with the barn doors was resolved resulting in a refund as requested. The rest of the house's doors were without issue thanks to the diligence of our salesperson's follow up during construction.Customer response
04/19/2023
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.
Sincerely,
**************************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.