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ComplaintsforHackmann Lumber
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Complaint Details
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Initial Complaint
10/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hackman was supposed to order parts for windows 9 months ago. They have only ordered incorrect parts ever since. They have lied about completing the order several times. At this point, I am not even sure they intend to complete the order.Business response
10/16/2023
October 16, 2023
BETTER BUSINESS BUREAU
CASE # ********
Hackmann Lumber Company has received a complaint from a Mr. ********* ***** regarding “service issues.” Mr. ******* contractor purchased windows directly from Hackmann Lumber Company back in January of 2022. Due to issues with the installation of the windows, Mr. ******* contractor is dealing directly with the manufacturer of the window to get parts to resolve any pending issues.Hackmann Lumber Company is strictly a materials provider and does not provide any installation of our products. Hackmann Lumber Company has completed all material orders with Mr. ******* contractor, there is nothing pending on our end.
Please let us know if you need any further information.
Respectfully,
Hackmann Lumber Company***** ********
Customer response
10/18/2023
Complaint: ********
I am rejecting this response because:
Hackman did try and service the windows. Hackman, in fact, damaged several windows while servicing the windows. Hackman said they were ordering parts. Hackman said the parts were ordered. The parts did not arrive. Hackman again said the parts were ordered.
Sincerely,
********* *****Business response
10/18/2023
To Whom it May Concern:
We received the rejected response from Mr. *****. Attached please find the screen shot from our salesman, Mr. *****'s Contractor and the window representative who is working his Contractor. As stated in the text, Hackmann Lumber has no parts on order for Mr. ***** which has been communicated numerous times. The contractor is working directly with the window manufacture's representative who acknowledges that he is placing the order and then will follow up with the contractor directly. Again as stated in our first response, Hackmann Lumber Company has nothing pending on our end for Mr. *****'s windows. This text is proof of that.
Hackmann Lumber Company never damaged any of his windows. That was never even mentioned in his first complaint.
Thank you.
Hackmann Lumber Management Team
Customer response
10/19/2023
Complaint: ********
I am rejecting this response because:
My windows were damaged by a representative for Hackman. That wasn't an issue when Hackman was ordering the necessary parts. I assumed the representative from Hackman was ordering parts to fix what he had damaged as well. When I thought Hackman was an ethical business, that seemed like a safe assumption.A representative from Hackman came to my house and beat on window parts that were protruding with a Porky Pig sized mallet. It is not surprising that when those parts were beat back into place that other parts bowed out and cracked. The representative used a nail gun to nail in those protruding parts and some of the, now, bowed out parts. Others he said he would need to order parts for. He pointed out several windows he just couldn't fix that day because he needed parts.
When the representative from Hackman left he said he was ordering parts for more than 20 windows. When I followed up he assured me, multiple times, that he had placed the order. He explained that there were long delays on orders from this window company. Only recently have I found out that the representative from Hackman never intended to order the window parts.
If he was never going to order the parts, why was he beating on my windows in the first place? Why would he say he was placing an order, and that it had been placed when it had not?
I am left to assume this is how Hackman does business.
Sincerely,
********* *****Initial Complaint
08/30/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered deck material from Hackmanns (order # ****** for $6,252.53) on 05/09/22 and (order #****** for $1,050.82) on 7/12/22 and had several issues with no one retuning my calls, emails nor keeping their word on anything. I had issues placing the order for my products every associate kept passing the buck and never helped. Once I received my products everything was fine except two 2x4 were warped and not getting the color screws I needed. After my deck was completed I called Hackmanns several times and left emails requesting that the remaining materials be picked up and for me to receive a refund on my remaining items (lumber etc). They were picked up 08/11/22. I was told they had to process things and a check will be sent in **** business days and Ive yet to receive it. *** called and spoke with a manager *** on 08/26/22 and was told Ill get a call back and still nothing all I want is my money and Ill never do business with this unprofessional company again.Business response
09/06/2022
Attached please find a copy of the refund and check that was mailed to ************************* on September 2nd, 2022.
We did do the pick up for the materials on August 11th. We typically do try an have the returns inspected and processed for refund in **** days, however, due to scheduled vacations in the returns department and a shortage of staff, it did take us a little bit longer on this refund to expedite than usual.
I gave the customer an additional $100.00 as a customer courtesy due to the timing of her refund.
Customer response
09/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.