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Complaint Details
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Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased (paid in full) a door, waited weeks for the door, door arrived wrong size. We were given a option to wait another 6 to 8 weeks to get a replacement, but I was not happy with that. I seeked additional support, to get what we needed to get the door installed by Christmas, still very little effort on Tri Supplies part to assist in assuring customer's satisfaction. With some push on our behalf, parts were ordered for accurate fitting and still had to wait weeks. During this time there was no effort by Tri Supply to effectively communicate with us. A couple of months later still no door installed, but my credit card warranted payment on something we didn't have which then was notted negatively on my credit report. Contact locations manager and he stated he would fix it, but it wasn't. I have been very patient with everything, and still no door. Here it is March, I contacted the store manager for an update and I was informed that ironically he was informed the same day that the parts were ready ( which he had stated several times before). I informed ********** that if my door was not installed by the end of the week, (after already waiting 6 months) that he could credit my account and pick up the door. He cared less about fixing a mistake they made. There was no effective communication nor did they assure customer satisfaction. In the end, still no door installed and my account has not been credited 100%. I understand that I am one person and that the company has been in business for many years, but fixing a problem that they...Tri Supply (an established company) made, seems to be the ethical thing to do. I waited, I was respectful, I gave Tri Supply more than enough time to make it right and yet the manager's call was to simply just pick up the door. But it was my request if the company could not assure part dilevery by the end of the week after waiting 6 months, to credit my account and pick up the door. Poor efforts, poor customer service by the manager.
Business response
03/26/2024
Hello ********,
We are truly sorry to hear about the difficulties you've encountered with your door order and the service provided by Tri Supply. It's clear from your description that we have not lived up to the standards of quality and communication that we hold ourselves to. The experience you've outlined, from the initial sizing issue to the lack of effective communication and resolution, is deeply concerning and not reflective of our commitment to customer satisfaction.
After reviewing the circumstances of your case, including the delays and the communication issues with our management, we recognize the significant inconvenience this has caused you. We are taking immediate steps to address these issues, including improving our internal processes to ensure that such situations are handled more efficiently and transparently in the future.
We are committed to making this right by ensuring the resolution you requested is carried out promptly. Your patience and feedback are invaluable to us, and we appreciate the opportunity to correct this matter.Initial Complaint
02/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Marvel Refrigerator in April 2021. At the time of delivery it was noted that the fridge had been dropped. I was concerned but several people from Tri-Supply assured me that they would fix the door and it would have no effect on the workings of the fridge. Since April 2021 I have had 7 service calls and today was finally told that the sealed system is broken, it was low on freon and the evaporator and coils need to be replaced AND the repair man also said the issues were likely caused due to the fridge being dropped. I paid for a new fridge to the tune of $7,449 but I got a **************** that does not work. I have had to throw out food because it is not safe to store food at 45 to 50 degrees.Customer response
02/26/2023
Attached is another email received from Tri-Supply.Customer response
03/10/2023
Tri Supply (or Viking) sent a different repair person out yesterday. He looked at the fridge and took some pictures along with copies of the invoices from the purchase and the service invoices we had previous. He did not do anything to try to repair the fridge because he said the system had been compromised. He was turning all his findings over to Viking. As soon as he left, the fridge starting making noise again and this morning it is very loud and will likely stop cooling soon and I will once again have to throw food out. The fridge needs to be replaced now or I will have to get an attorney involved.
***************************
Business response
04/24/2023
Hello ********. Thank you so much for choosing Tri-Supply. We're very sorry to hear that your Marvel refrigerator has been a struggle and we would love to do what we can to make help make it right. Our ****** location manager would like to contact you directly to get a few more details. Would that be alright?Initial Complaint
10/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband and I ordered a door in August and paid in full. We were told it would take 3 months to come in. After that time passed I called the store and finally the sales person called me and said the door was no longer available. I asked him just when was he planning on telling me this and didn’t respond. He then said we could get a refund. We went to the store the next day and they said they would have to mail us a check. Three weeks later we still don’t have the check and now they say we have to wait till November 3 before they can send another check. This is ridiculous, they have had our money for 3 months. I’m so mad!Business response
10/24/2022
Hello, ******. We apologize for any inconvenience. Our store manager will reach out to you and have a check personally delivered to your house today.Customer response
10/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18248955, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
10/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
New construction: Defective window, window part, and leaking French doors. Had rep out on May 10, 2022. It’s now Oct. 3, and still no resolve! Promises from store manager and outside sales rep’s boss to call me back with answers and no call. I’ve made several calls and visits to the store with promises to “check into it and call you back”. No calls…Service repair guy called Sept. 14 to come out and caulk leaking French doors. Hasn’t been out yet. *** (outside sales) was supposed to check with manufacturer of French doors and let me know something. Been waiting on that since May 10th! I’m still in the dark regarding master bedroom window repair piece that was supposed to have been ordered May 14th. THEY JUST WON’T FOLLOW UP ON PROMISES TO CALL ME BACK AND LET ME KNOW SOMETHING.Business response
10/05/2022
Hello ******,
We apologize for any lack of communication. Our store manager will be contacting you shortly to handle this matter personally and resolve all issues.
Initial Complaint
07/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order and paid for half of the amount in March 2022 for a window order. When order was placed we were told that ETA would be June 30th. We scheduled everything for our home to be ready for this order around this time. Now everytime I ask for an ETA it keeps getting pushed windows now won't be delivered until September. Trust is an issue with this company.Business response
07/28/2022
Hello ********,
Our apologies for any inconvenience on your order. We are aware that our store manager, ***** ******, has been in contact with you about your order. He is working directly with the window manufacturer to make sure you receive your product as soon as possible. Again, we apologize for the delay on your order, and thank you for your patience.
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Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.