ComplaintsforHines Supply

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Feb.14,2024 Hines came out to our house to check the patio door. The door was warped and it was hard to close. The service person while checking the door broke the wheel off the patio screen door. Hines returned to the house on April 2, 2024.The same person now told us the door was no longer warped. The service person said he could not give us a new door. The screen door that they broke was replaced with an old screen door that doesn't work very well. We had a service date on May 29 2024 and Hines could not come out. We have called several times in June and July with no results. This is why we are asking the Better Business Bureau to help us in this situation.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My home was built 2013/2014 and Hines window installed all of the windows and sliding doors. We have had to replace 2 sliding doors and a window. There are still multiple failed windows and the company would not return our phone calls to have them replaced or repaired. The company refused to answer requests. We have issues with water leaking from the windows into our home causing concern for mold. We have left multiple messages and struggled to get any repairs or returned service.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In May 2023, I paid Hines Supply $28,777 for trim, bathroom vanity, window and doors for a remodeling project. I was told that there was a 6-8 week lead time on most of the products.They finally made the deliveries between week 10 and 12 (August 2023). Needless to say, this significantly prolonged our project. There were blatant errors with most of the items we received. Some of the issues included: missing product, wrong product ordered and a lower grade of materials used despite paying to upgrade to higher end materials. We were forced to use what was delivered because we could not wait an additional 10+ weeks to get the correct products. We did not get any help from the salesman that was responsible for all of the mistakes, so we contacted the corporate office. They had the store manager (of the Bloomington store) get in contact with us to try and resolve the issues. ******************************* has been helpful up to a point. He's relatively new to the company and didn't quite understand how things worked. He's agreed all along that we're deserving of a refund on the missing and incorrect items but he always "had to talk to corporate" to see how he could get me the money due. In October, ***** told me that he finally got approval on my refund and that I should be receiving a check in the mail. It's been more than a month and I have yet to receive my check. I've attempted to contact ***** and have gotten no response. I do not trust this company. The communication and follow up are very poor. I feel like they're giving me the run-around and hoping I just forget about it and go away. The money I'm due is $4161 for missing/ incorrect trim, $1500 for an incorrect window and $940 (20% from the interior doors that had lower quality materials vs. the higher end materials we paid for). The only thing they've done for me is compensate me 260 LF of base trim to make up for "the hassle". We used the Bloomington store and the original salesman was *****************.

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