ComplaintsforBuilders Source, Inc.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 2 couches from ******** in March 2023. In July, the loveseat completely broke in the back leaving the couch completely useless. Since we purchased a warranty, I initiated a claim to get the couch repaired. An email was sent after weeks of waiting stating a technician would come out on Sept 20th to repair the couch. When confirming the appointment, it was automatically pushed back until the 29th for unknown reasons. On the 28th, we received a phone call from the warranty company stating they are not able to come out because they realized they were sent a PO box address rather than our physical address. The appt was rescheduled to Oct 19th. After receiving that phone call, I called ******** and spoke to ***** the manager and he stated he was going to call me with an update the next day. A week goes by and I left a review in hopes of getting their attention. I finally received a phone call stating ***** had tried to call me 3 times that past week which I have no evidence of. They stated the couch is discontinued and I may either receive a buy out from the couch or receive the floor model. After confirming I would not want the floor model, ***** stated he would call to confirm details on the buy-out which he again never did. 3 weeks go by and I contact ***** and he states he can't do anything to help me and I need to go through the warranty company to receive the buy-out. I call ******* the same day the technician was scheduled to come out. Under the impression the appointment was cancelled, ******* tells me the appointment was still scheduled but the technician couldnt make it out and acknowledged there was no communication to let us know of that. They also stated there is no such thing as a buy-out and they can only give me a refund of the warranty which would be prorated and a cancellation fee applied. I emailed both the store manager and the assistant store manager about the situation the same day and haven't heard back about any resolution.

  Business response

  01/04/2024

   In the following email, I have attached the information regarding this customer concern. Our floor manager, ***** ****** has been working with Miss *********, We have given her several resolutions and options to take care of her concern damage to her furniture to the point of exchanging the Loveseat recliner out or exchanging the whole back of the seating area on the individual recliner.  It has been very difficult for us to get a hold of Miss ********* during this process. Miss ********* at the time of purchasing the furniture also decided to purchase an extended warranty which covers unforeseen problems outside of the manufacture warranty on her the couch set she purchased from us in March. The extended warranty servicer has made many attempts to reach out to Miss ********* to fulfill the contract that she purchased for repairing her furniture. Unfortunately, miss ********* has not made herself available or facilitated for anyone to be home, it has been very difficult for the warranty service to contact her as you can see on all the call logs and failed service trips to her home in the current paperwork that I have attached to this email.  I have also attached a quick statement from the floor manager, ***** ******. 
     ********* would still like to resolve Miss *********’s problem with the current options of repairing or exchanging support part I recliner or complete the loveseat at no additional cost to her. I believe we have given very reasonable option to Miss ********* to find the best resolution. Our last contact with Miss ********* was end of September, early October at that time she wanted to return the entire set. We did informer at the time that we were unable to return the purchase furniture to the fact that had exceeded the time allowed of 30 days. We would like to keep continuing our long history of customer service with your organization and would like to comply in any way possible.
  
  Sincerely,
  ****** *****
  ********* store manager 
  
  

  Customer response

  01/05/2024

  Complaint:
  
  I am rejecting this response because:

  As shown in my previous attachments which include my call logs from ****, only one phone call was made to me by *****. Per ***** F's email, never did i mention "i didnt answer the calls because i didnt know the number calling". I have ********* number saved in my phone. I know your phone number. ***** F called me to my personal cell phone number ONCE and I missed it. He then called me to my alternate work number 10 minutes later which I answered and that was the conversation about taking the floor model which I declined. 

  Secondly, I have made every effort to make myself or my husband available for the repairman to come. There has been multiple cancellations from ******* for reasons I've clearly already mentioned. The last communication I had with them they mentioned they were going to ask another service to do a zoom call with me so they can assess the damage and the wait time wouldn't be so long like before. NEVER did I get any times, no texts, NOTHING afterwards.

  This has taken 6 months. I don't care anymore. The couches are trash. My 3 seater has also already shown repairs are needed. The handles on the recliner are loose. The armrest storage compartment lid is loose. IVE HAD THESE COUCHES FOR 10 MONTHS.

  My resolution is to fix it ourselves. I want no more communication from *********, *******, ***, Builders Source, whatever your names are. This has been a frustrating several months for my family and I have already considered these couches a loss. 

  What a **** shame. 

  BTW, it's also a shame you have a floor manager that contradicts his stories to make it match his narrative. In the very least, own up to the fact that you dropped the ball on a customer and simply admit you didn't call me back instead of lying constantly. Maybe it wouldn't of snowballed into this big of an issue for the BBB to get involved. I'm a manager myself. I know when I mess up. OWN UP TO IT.

  VERY Sincerely,

  ****** ****** 

  (Not *********, goes to show how much you paid attention to my complaint, huh?)

   

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A microwave was purchased for $380.34 on 3/4/23. The microwave quit working 4/114/23. We contacted *******’s for assistance, they had us call the manufacturer. We just want to get. Refund for the unit, the manufacturer is trying to get us to buy another GE product which we do not want. GE warranty was called and told us this particular unit is non-repairable. We would just like a refund of funds.

  Business response

  05/18/2023

  First, I would like to thank *** ******** for his business.  I apologize for how the situation was handled.  I am investigating the interaction between the customer and the warranty company, and the customer and our staff. We would like to offer *** ******** a refund for the microwave that was purchased.  *** ******** can return to ********* at any time and ask for the manager on duty to process the refund.  The order number to referenced is *******.. Please let me know if I can be of further assistance.

  Customer response

  05/30/2023

  [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 is satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a refrigerator, microwave and stove on 5/9.22. I was told that the microwave needed to be ordered and the refrig and stove were in stock. The appliances were delivered on June 17th. The carton the stove was in was badly damaged and the top of the stove was crushed in. The delivery person told me a new stove would be ordered. I'm not sure why the warehouse would send out a damaged stove in the first place, especially since it should have been on hold since May. After the delivery person made a phone call he said they would replace the damaged top rather than issue a new stove. I really think I should have a new one as I'm not sure what internal damage was done. Within a day the left side of the handle of the refrigerator drawer came loose. I could not find the screw and notified salesman. The delivery men came the next day but did not have a screw to put in. I asked them to check all the handles and a few other screws were loose which they tightened. Had they fully tightened all the screws when installing, the handle should not have come off. I was told they would order a new screw. I still do not have a stove replacement/repair and the refrigerator handle is still dangling putting additional strain on the right side handle screw. I have called and emailed the sales rep David Leyva several times and his response is "I am showing the order for the replacement parts has been made on my end as well on the service end, so we are just waiting on the manufacture"

  Business response

  09/29/2022

  Thank you for your message.  This is NOT the experience we strive to deliver and we regret the delays in getting this resolved.  

  We should be out to your home within the next 48 hours to resolve all the issues.  If for some reason all outstanding issues are not resolved, please reach out to Randy M****** at ###-###-#### for assistance. 

  Thank you.

  Customer response

  10/12/2022

  [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 is satisfactory to me.
  
  Regards,
  
  ****** ***

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