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Complaint Details
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Initial Complaint
03/31/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased special order lumber from this supplier. When their workers loaded the lumber on my trailer, the lumber was wrapped in plastic and banded together. When I unloaded the lumber at home, I discovered that one piece of 2x6x12 was substantially damaged by what appeared to be from fork lift tines impacting the lumber (I don't own a fork lift).I returned to Maximus with the damaged piece of lumber and kindly requested they replace it as it was damaged by a fork lift while in their possession.Initially they appeared willing to replace it until a manager (?) got involved. She (unnamed manager ?) told me that it could not be returned since I 'signed' for it. She also said that had I noticed it before signing for it, it would be replaced. I told her that it was not reasonable to inspect the lumber when it was wrapped and banded. She was insistent that they would not replace or refund the damaged piece. This is an unfair practice for a BBB business with supposedly no prior complaints against them. I am out $33.58 and will dispute that amount with the credit card bank. I would like to hear a response from Maximus as far as if they believe what they did was a fair business practice.Business response
04/14/2024
We investigated the issue you addressed in complaint number ******** and found that the branch personnel who inspected the return concluded that the piece of lumber had not been damaged but was in a condition typical for the grade of lumber ordered.
We sincerely regret that the lumber didnt meet your needs and particularly regret that our branch personnel were unable to resolve the situation in a satisfactory manner. At Maximus, we strive to achieve 100%customer satisfaction. We have agreed to refund the amount of the lumber in question. The refund will be issued by your credit card company. We hope you will give us another opportunity to earn your trust and serve you in the future.Customer response
04/17/2024
Regarding the sellers BBB response statement that the piece of lumber had not been damaged but was in a condition typical for the grade of lumber ordered. That statement is inaccurate. I have attached 3 images of the damaged piece of lumber that will indicate the lumber is damaged and is not a natural condition of the lumber (which was ordered as 4 sides smooth).
Again, the images will show forklift damage by a careless operator.Customer response
04/17/2024
Complaint: 21510568
I am rejecting this response because: Regarding the sellers BBB response statement that the piece of lumber had not been damaged but was in a condition typical for the grade of lumber ordered. That statement is inaccurate. I have attached 3 images of the damaged piece of lumber that will indicate the lumber is damaged, and is not a natural condition of the lumber (which was ordered as 4 sides smooth).
Again, the images will show forklift damage by a careless operator.
Sincerely,
*************************Business response
04/24/2024
Thank you for providing the pictures. Clearly the wood was damaged, and we should have realized that at the time. Im sorry it took all of this for us to get to the right answer. We have addressed the situation with our branch personnel for future events such as this. Your refund should have already been issued by the credit card company. If it is not posted to your account soon, please let us know and well rectify the situation. Thank you for your business and we hope you give us another opportunity to earn your trust and serve you in the future.
Customer response
05/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.