ComplaintsforMeek's Building Centers

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a new home in 2022 and our builder (****** *******) used Meeks to supply our lumber, doors, windows and several other building material. Since mid-November 2022 we have notified our builder that our front double doors are not shutting properly and that one of the doors appears to bow outward by as much as .25 inches at the top. As a result of our doors not sealing properly, on cold and windy days we can stand a distance of as much as 4 feet away from the doors and feel the breeze blowing through. Our builder has indicated that Meeks needs to make corrections to the door. From mid-November until mid-January we have patiently waited for Meeks to resolve the issues with the door. Meeks and our builder showed-up on Feb 6, 2023. The Meeks team decreased the gap/warp in the door but it was still visible and before they left we showed them this and we were told this is the best they could do. Then over the next several days the gap worsened, and we have notified Meeks and our builder of this and Meeks has not made a reasonable effort to communicate with us. We spent over $150,000 with Meeks and we have been constantly put on the backburner when it comes to resolving the issue we are having with the front door. I explained to Meeks and my builder on Feb 9, 2023 that I’d prefer to not submit an inquiry to the BBB but that I feel as though I have no other methods available to me to get them to fix my door. I have pictures, emails and video to show I have gone to great lengths trying to get this resolved. Meeks tells me the door is fine and my builder tells me it’s Meeks that we are waiting on to get the door fixed. I'd like Meeks to provide me with an action plan with regard to my front door that includes them getting it fixed within the next week or two (no later than Feb 24). Masonite's is the door manufacture. I'd like Meeks to provide me with their Masonite's name, number and email* ********** **** * ***** ******

  

  Business response

  02/16/2023

  Regarding complaint from **** ****** *********). Meeks has been trying to work through our Customer, Alan Sanderson, to resolve this issue as we don’t work directly with the homeowners in most cases on the construction portion of the build process. I have attached documentation from our service department detailing the times that we have been out to the property to remedy the issue. Our service techs have adjusted the door as far as they physically can. There is a problem with the installation and/or framing of the opening, we do not install or frame the structure. We have communicated this to our customer (**** *********). I feel that Meeks has done everything we can to this point and it falls to the builder and the homeowner to find a resolution. Please see attached documentation from our service department for the timeline and efforts on behalf of Meeks.

   

  Customer response

  02/16/2023

  Dear BBB,

   

  My family has paid Meeks directly.  Our builder used Meeks as a vendor to provide our lumber, doors and windows but all invoices from Meeks were paid by my family. 

   

   We have paid Meeks well over $100,000 and can provide receipts, if needed.

   

  ********** **** ****** ****** ************

   

   

   

  Customer response

  02/17/2023

  ********** ********

   

  My family is rejecting this response -- please see attached.

   

  Thank you,

  **** ******

  My family is rejecting this response because we are looking for Meeks to...
  1) Clearly confirm (in writing) there is no issue with the front double-door and therefor the issue is
  related to the installation of the door.
  You’ll notice that Meeks shy’s away from confirming this in writing.
  In Meeks email on 2/8/2023, they say... “The homeowner realizes that the front door not being completely
  flush is more likely an installation issue than an actual problem with the door.”
  As the homeowner, I know very little about these things. I hired a builder to build me a house and I need
  my builder and the vendor (Meeks) to put in writing exactly what is wrong with my door and who then
  should be responsible to fix it.
  Meeks and **** ********* are providing our family with conflicting information and Meeks has not been
  responsive to our inquiries and that is why a review was submitted to ********
  **** ********* *** ******** continues to tell us that he's waiting on Meeks to come back out to my
  property (again) to fix our front double-door. We also have air blowing through the hinges of the west
  facing door of our breezeway/mudroom that we have notified Meeks and **** over 2 months ago.
  2) We also need additional information from Meeks as far as...
  a. Meeks rep’s name, phone and email with Masonite (door manufacture)
  b. The complete material order list that **** provided Meeks
  c. The install instructions of each product and the warranty information on each product, in
  PDF format.
  **** claims that Meeks swapped material out on him without his knowledge. We need Meeks to provide us
  with the material list that **** provided Meeks so we can verify who's being truthful.
  And our home inspector has brought to our attention that some of the material that **** had Meeks supply
  wasn't installed to the specs of the product manufacture install instructions. Therefore, we need a copy of
  the install instructions that Meeks provided **** with and the warranty information to ensure our warranty
  isn't voided due to **** not following install instructions.
  3) My family is also looking for a meaningful credit to our bill for the stress this has caused us. Our
  builder and my family have made multiple attempts to notify Meeks of the issues we’ve had with our
  doors and windows and Meeks has not been prompt in their response. Even if the door that Meeks
  provided is fine and wasn’t installed correctly, Meeks should have been able to determine this in
  mid-November 2022 and not mid-February 2023. We believe Meeks is hesitant to confirm the door
  they supplied was installed incorrectly due to their business relationship with **** and as a result
  this lack of transparency has created a hardship for my family due to the runaround we’ve received.

  

  Business response

  02/23/2023

   

  1. There is no manufacturing defect with the customers door. We have had two service techs confirm this as well as the Outside sales person. There is nothing more to “fix” on the customers door. When installing a six foot by eight foot door there will be minor variations due to using wood to frame the opening and the minor lip that has been identified by the homeowner is within tolerance.
  2. A. Masonite representative for Meeks is Lyle Vrana and you have already spoken to him 2/22/2023.

  B. Complete Info sheet is attached for products that we put on the original bid. These are typically filled out with our outside sales person and the builder. Also attached you will find the original quotes from 5/18/21 and 7/28/21 all state that weather logic was bid from day 1.

  C. The builder should provide any install instruction for products used on the home as well as the warranty information. This information is also available on any manufacturers website if you determine that it is needed. I have included the Weather logic warranty and install instructions.

                 3)  Meeks does not feel as any credit should be due. The first service request for the issues in this matter were submitted to our service department on 12/8/2022 and a tech went to the home on 12/20/2022. Our service department is typically 3-4 weeks out on scheduling any new jobs.

   

   

                 Our customer is **** *********, the account holder in this situation. His customer is Mr. ******. We do try and preserve those relationships as much as possible as well as stick to those lines of communication.

   

   

  ***** ******

  Customer response

  02/24/2023

  Hi,

   

  Please see attached.

   

  You'll find Meeks invoice for the front door and the check that I cut to Meeks to pay this invoice. 

   

  Meeks may have a business relationship with **** *********, but my family has been the one paying the Meeks invoices, therefor we are a client of Meeks.

   

  I'd like to point out that Meeks took several days to respond and then when they did respond, Meeks asked for documentation that they should already have on file.

   

  ***** **** **** ******

  Customer response

  02/28/2023

  ********** ********
  
  I am rejecting this response.

   

  Please see attached.
  
  
  
  ********** **** ******

   

  I am rejecting this response because:
  While I believe this conversation with Meeks has lost its productivity, I do hope is shows the BBB team evidence of
  the lack of good faith from Meeks in providing their clients with a reasonable level of client support.
  I kindly request to speak with a representative at the BBB to highlight the following (list below) and ask for the
  BBB’s guidance on a consumer's next step when the company is no longer willing to operate in good faith.
  Through this BBB exchange with Meeks and even though my family has paid Meeks a significant amount of money,
  Meeks has gone out of their way to circumvent a reasonable level of customer service.
  Meeks had no issue selling product, invoicing and collecting well over $100,000 from my family but now that we
  have a customer service situation, Meeks claims they have the authority to pass their customer service
  responsibilities off onto another party is insane. My family was unaware of and never agreed to Meeks passing this
  responsibility over to another party. We now have concerns that should we have any warranty claims on products
  that were purchased through Meeks, they will be even more difficult to work with.
  We are Meeks’ clients as much as our builder is. Our family would never had agreed to use Meeks as a vendor had
  we known this would be their conduct.
  ********** **** * ***** ******
  ---------------------------------------------------------------------------------
  Points we’d like to cover with the BBB representative during our phone call...
  1. Regarding the front double-door...
  Please note that in Meeks reply on 2/17/2023 they say... “There is a problem with the installation and/or framing
  of the opening, we do not install or frame the structure. We have communicated this to our customer (**** ************
  But in Meeks 2/14/2023 response, they say... “There is no manufacturing defect with the customers door. We
  have had two service techs confirm this as well as the Outside sales person. There is nothing more to “fix” on
  the customers door. When installing a six foot by eight foot door there will be minor variations due to using
  wood to frame the opening and the minor lip that has been identified by the homeowner is within tolerance.
  This is precisely the mixed signals that my family has received from Meeks and ********* Homes that ultimately
  lead my family to file the BBB complaint. And, please keep in mind that we had made several attempts to resolve
  this with Meeks prior to filing the BBB complaint. We had pleaded with Meeks several times to help us get these
  items resolved or we’d have to pursue filing a BBB complaint. Even then, Meeks didn’t respond and even during this
  exchange via BBB they have bene less than helpful and I believe it’s because they think they are above it all.
  2. Meeks Masonite Rep...
  I also want to point out that after I repeatedly asked Meeks (in email) to provide me their Masonite representative’s
  contact info so that I could confirm with Masonite what the tolerance was but Meeks withheld this information, thus
  not acting in good faith. I had to spend my Saturday researching who Meek’s Masonite representative was and
  reached out them myself. **** ***** ***** ********) told me he called Meeks and spoke to “Meeks Door
  Supervisor” and that individual admitted to **** that he wasn’t aware of this issue. It’s scary to me how many
  emails I have sent to Meeks that then escalated to a BBB review and we are being told that Meeks door supervisor
  wasn’t even aware of any issues.
  3. Meeks claimed that we weren’t their client unless we could show proof.
  So we showed them proof of checks we cut them and yet they still say we aren’t their client but that our builder is.
  Meeks has capability to look up the checks we had cut them and yet it’s our belief that Meeks asked us to provide
  this documentation because they hoped we didn’t have it handy and thus it would be a deterrent.
  4. We notified Sanderson Homes of our issue with the front door on 11/6/2022.
  According to Meeks, my family is to communicate through our builder but that did not yield us satisfactory results
  and ultimately lead to the BBB review.
  When we notified **** ********* of our many door and window issues (including the front door) in early November,
  Alan assured us that he notified Meeks immediately and yet Meeks claims their “internal records” show 12/8/2022
  and they didn’t send someone out until 12/20/2022. And what they fail to mention is that our door issues weren’t’
  resolved when they visited on 12/20/2022. Meeks to send a knowledge crew to work on our front door until late-
  January.
  Ask Meeks to verify the date they last visited our home what they had worked on during that visit.
  This is further evidence of Meek’s lack in good faith of providing the complete picture so we can work toward a
  conclusion that is a win-win for all parties.
  The disconnect between Meeks and Sanderson Homes and their self-constructed business relationship is precisely
  why we made several attempts to reach out to Meeks ourselves (via email) only to be told we need to work through
  our builder. And yet our builder was telling us he did notify Meeks in early November. We have several emails and
  text messages from Sanderson Homes that blames Meeks for the delay in helping us correct our door issues.
  Imagine paying a company such as Meeks as much as my family has, only for that company to then hide behind this
  claim that our builder is their client, and we aren’t. But then to have our builder tell us that he’s waiting on Meeks to
  respond. It’s really an impossible, unfair, and completely unethical position to put a client in.
  At best, Meeks policy is flawed and needs re-evaluated. At worst, Meeks knows their policy is flawed but they aren’t
  motivated to change it and it’s easier for them to operate this way. Meeks should not be allowed to claim they can
  hand customer service over to their builder but then hide behind the builder when their own system lets the client
  down. Meeks will only be motivated to improve their broken system if there is some type of monetary penalty
  whether that be a credit to the client or a fine or both.

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