ComplaintsforBuilders First Source LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a new home in Oct 2019. Ply Gen **** panel Sliding glass wall unit was installed in home prior to our moving in. On May 29, 2024 we woke up to see one panel of glass completely shattered. Realizing this was a manufacturing issue, we filed a warranty claim on June 3, 2024. We received a response today saying we needed a PO number for the original order and the panel is likely out of warranty.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 4/23/24 I attempted to reach out to Builders First Source via the chat function on my computer. The feature is non functional on their website. After several clicks, clearing cache, and switching browsers I still wasn't able to use the chat feature. Then I attempted to use the chat feature on my cell. It did work, however chat representative ********* was unresponsive on the chat. I sent three messages to ******, none of which she responded to after asking my name. This reflects poor customer service on the company's part. Why have a chat feature if it's non function or have customer services representatives on the chat that are unresponsive? All I'm seeking is an answer to whether or not my local yard in ****** has a draftsman on staff to draft plans? Their site states they have a design center at this location. I'm wondering is the draftsman part of this design service and can draft custom plans?

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a home from ***************************** Homes who installed windows manufactured by Builders First Source. A '10 year warranty' was transferred to us as owners on this home that was less than 3 months old when purchased in November of 2023.On March 26, 2024 we notified Builders First Source of a crack in an upstairs window. They declined to repair or replace the window as they said they do not repair cracks as they 'may' be caused by thermal expansion. They also cite that their windows are constructed to ASTM e1300.If you read ASTM e1300 for window load calculations, one of the first caveats is the window manufacturer must properly prepare the edge of the window as this can effect the performance of the window. Cracking due to thermal expansion is extremely rare and is most often caused by poor manufacturing quality.Further, as a manufacturer of windows that are being installed in *******. Normal thermal cycling for the temperature highs/lows have been assumed by Builders First Source. Failure to remedy the crack is a violation of the *** Fitness for Use and Merchantability.Builders First Source is knowingly providing a inferior product to the market and not honoring manufacturing defects due to a cause of their making.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On May 18, 2023, I placed an order (Order #********-00) with Builders FirstSource in **********, ** for a custom exterior door. The order was placed through sales representative ***********************. I provided detailed specifications for the door I wanted - in size 3'0" x 6'8" with flat advanta lite frame, Low-E glass, flat almond grills between glass, no stile lines, satin etch, and right hand inswing. This was all clearly communicated in writing prior to placing the order.The total amount paid was $2,424.87 via credit card on May 18, 2023. The expected delivery date provided was 06/09/23, approximately 3 weeks from the order date.However, in late June 2023, a door was delivered but it was the completely wrong model, with incorrect glass and design specs that did not match my order. I refused delivery of this incorrect door.Since then, I have followed up with the rep *********************** multiple times via email asking for a status update on my door order #********-00. Over 5 months later, I still have not received the door I ordered and paid for. The company has become unresponsive.I am seeking a full refund of the $2,424.87 I paid, as Builders FirstSource failed to deliver the product as ordered in the agreed upon timeframe, even after multiple attempts to resolve this issue with them directly.Please help me obtain the refund I am rightfully owed for this undelivered custom door order #********-00. I can provide full documentation of my order details, payment receipt, and correspondence with their sales representative. Thank you for your assistance in resolving this frustrating situation.

  Customer response

  03/24/2024

  Hi, 

  Hope you are doing well! 

  I filed a complaint against local Builders FirstSource branch but I was gives this email id to follow up with. 

   

  Here's the description of the issue I filed with BBB. 
  "On May 18, 2023, I placed an order (Order #********-00) with Builders FirstSource in **********, ** for a custom exterior door. The order was placed through sales representative ***********************. I provided detailed specifications for the door I wanted in size 3'0" x 6'8" with flat advanta lite frame, Low-E glass, flat almond grills between glass, no stile lines, satin etch, and right hand inswing. This was all clearly communicated in writing prior to placing the order.

  
  The total amount paid was $2,424.87 via credit card on May 18, 2023. The expected delivery date provided was 06/09/23, approximately 3 weeks from the order date.
  
  However, in late June 2023, a door was delivered but it was the completely wrong model, with incorrect glass and design specs that did not match my order. I refused delivery of this incorrect door.
  
  Since then, I have followed up with the rep *********************** multiple times via email asking for a status update on my door order #********-00. Over 5 months later, I still have not received the door I ordered and paid for. The company has become unresponsive.
  
  I am seeking a full refund of the $2,424.87 I paid, as Builders FirstSource failed to deliver the product as ordered in the agreed upon timeframe, even after multiple attempts to resolve this issue with them directly.
  
  Please help me obtain the refund I am rightfully owed for this undelivered custom door order #********-00. I can provide full documentation of my order details, payment receipt, and correspondence with their sales representative. Thank you for your assistance in resolving this frustrating situation.
  "
  
  Thank you for your help and service!

  Please let me know if you have any more questions. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company is the vendor of our home builder and they are attempting to cheat us out of valid and authorized and acknowledged warranty work. The way they are cheating is by scheduling multiple appointments for 4 hour time windows and then just not showing up for them. They have done this twice so far and have now scheduled a third. Im not even sure if the company is real and viable. They do not have a way of resolving the scheduling issue and do not escalate the problem to anyone of authority. They hide behind anonymity and do not respond to inquiry. They do not have mechanisms in place apparently to assure that the appropriate materials and replacement parts are loaded on their trucks in the morning - or at least that is the excuse one receives when they cancel an appointment consistently.Warning - do not do business with them ever. If I wasnt trapped into using them, I would never. They have wasted 8 hours of my time. And I have multiple windows that they are responsible for failing. ***** Homes should be ashamed of using this shoddy vendor for their window install.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The interior panel of our front door glass insert has failed. The spontaneous glass fracturing is the result of a manufacturing error or stress fracture. No one was home when it happened. The door was purchased and installed late 2018.I would like Builders FirstSource, formerly BMC, to replace the defective window insert.

  Business response

  02/27/2024

  Per our warranty we do not cover any broken glass, however this is not our location. We only handle windows please file a claim with the correct department. Please try reacing out to the millwork department ************. 

  Business response

  03/28/2024

  Complaint ******** has been resolved. Please update this complaint and let me know if you have any further questions.

  Sent from *********************** (********************************)

  Customer response

  04/01/2024

  Builders FirstSource replaced the glass panel. The manager was helpful and responded quickly. I am pleased with the outcome. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On October **** 2023 my residence mail box was knocked down by the wide load tractor trailer driver. I have pictures of the truck that was hauling materials on ******** Ave at that time. The truck license plate number is ******* *******, The number of the parked truck that was parked halfway in the street, side truck number is *****. I also have pictures of the mailbox that was laying in the street. I have receipts from Lowes improvement store: Storm coat paint $38.93, Blue duct tape $5.49, ********** 5 inch mailbox mounting board $6.98, *************** post mount mailbox $36.56.I talked to customer service once, she gave me a case number that misplaced, I called several times after that but no answer, no response. Please help me to get reimbursed for the damages and repairs from Builders First Source. Grand Total not including taxes $87.96,,, Pictures size too large to upload.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ************ in the ******** Fire in ********. We worked with ****** ar Boulders First in ****** to purchase doors and windows. I ordered exterior doors for my home in March and they were paid for. *** receipts have been sent to the new sales rep. *** interior garage door was never delivered.literally been waiting since spring for a door that was 2 weeks out. *** front door that was delivered is damaged. This vendor refuses to respond to my general contractor (JJP ********** ***** I am a fire victim that is $200k underinsured. I cant afford to fork over $3k for another set of doors. *** way this company has handled this situation is inexcusable and unprofessional and I am prepared to take legal action if JJPs account is not immediately credited for the inner garage door and the front door is either repaired or replaced.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had purchased a $5,000 glass patio door on 8-1-23, at the ************ Builders First Source- two months later I had it professionally installed and started to clean it up. I noticed the door panels coming apart. I then contacted Builders First *****, a week later a salesman *********************** showed up only to tell me its my problem because the door may be out of level 1/8 inch causing the panels to come apart- the salesman didnt even use a level. The next day the store manager said this problem with the door is between you and the manufacturer- further contact with Builders First Source should be directed to their lawyer.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It has been difficult to reach Builders FirstSource to let them know about our windows with defective coating/reflection/interior scratches/condensation. There are many windows that have scratches that builders are responsible. Hence builder repeatedly avoided us and refused to help. We have also tried to contact Builders FirstSource directly using two phone numbers, one from the builder *************) and one from their website *************). However, neither number was answered, and we could not leave a voicemail on the second number as there was no space to leave voice message.We want them to contact us and replace windows that are defective. Unfortunately photos are not very clear when I transfer it to jpeg from HEIC so uploading only one.

  Business response

  11/20/2023

  We do not warranty scratched glass. Our warranty only covers seal failure for 10 years total. Labor does kick in after the first year, but scratched glass is never covered. 

  Customer response

  11/25/2023

  Our complaint to builders first source is not regarding scratches, it is regarding the coating and reflection problem, clearly manufacturing defects, which we reported within a year. 

  We also think there is sealing issues with couple of windows as well. I tried to reach them directly over the phone since going through builder was taking forever but there was no one to get hold of. Why would a company who warrants their product makes contacting them almost impossible. We request that they promptly send a technician to inspect and replace the faulty windows.

  Customer response

  11/25/2023

  I am rejecting this response because:  our complaint against them is not about scratches, which we are filing against our builder.

  Builders first source is very difficult to reach over the phone to make complaints and follow up. They should be responsible for defective windows that has coating/reflection/sealing problem. They should send a technician to inspect and replace the faulty windows.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩