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Business Profile

Building Materials

Builders First Source LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Builders First Source LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Builders First Source LLC has 69 locations, listed below.

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    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/16/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company has scheduled replacement repair service with me over 5 times and each time no one calls and no one shows up. When you call a sales person answers the phone to say we don't have a customer service department and he never can find anyone available to assist you.A broken window was delivered and installed in my bathroom almost a year ago. I just want my window repaired and replaced. They will speak to you on the phone and make promises to rectify the situation but never shows up for the appointment.

    • Initial Complaint

      Date:12/17/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We ordered $76,805.23 worth of Windsor windows and exterior doors on 25 April 2024 and $15,495.70 of internal doors from Builder First Source on 9 May 2024. The windows arrived several weeks late in late June / early July. The window order that was supposed to arrive at once arrived a couple windows at a time over several weeks. In that order there were several windows and doors that were manufactured incorrectly and had to be replaced. By mid-July, there were dozens of problems with the door and window order including doors swinging the wrong direction, several windows the wrong size, windows with the wrong mullion pattern, quality control issues etc. Windsor corrected a few of the errors over the next several months, but to date we are still missing the following:1. Two egress windows that were manufactured incorrectly and were ordered to be replaced in early July 2. Window hardware was missing on a third window - so the window does not open 3. Four exterior doors had damaged gaskets, missing finish strike plates, and were bored incorrectly for hardware effectively making them useless.The internal doors arrived with all the wrong lockset bores and needed to be remade. When the new doors arrived, several doors were the wrong width, a pair of doors was the wrong height, and all the basement doors were the wrong height and needed to be remade. When the replacements arrived again, one of the basement doors came with the wrong hardware, and a cracked frame. Another basement door came with the wrong borings. The dining room doors arrived a third time, the wrong size.BFS attempted to repair the two basement doors on site and damaged $500 in owner supplied hardware, broke a desk and spray painted on newly installed oak floors. I have contacted the sales manager ***** ******, the store manager **** ****** and the regional manager ****** ******** several dozen times since 8 November, but none have responded in the last six weeks.

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My builder used this company for all of our windows. We now have a crack in a window that was supposed to have tempered glass. We have a LOT of windows in our house that were supposed to have tempered glass. We paid a lot of extra money to have tempered glass in many of our windows! When I called the company to tell them about the crack and that it was evident that they installed the cheaper and dangerous glass, the girl told me that the window only had a 10 year warranty. I told her that the problem was that they did not install tempered glass, like they were supposed to. She repeated again that it was out of warranty. I told her that then I'd be contacting the Better Business Bureau and she hung up on me!We have a lot of windows that come close to the floor. The one with the crack is 13.5 inches from the floor.

    • Initial Complaint

      Date:07/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In June 2022, I hired a contractor, ****************, to replace a side garage door and frame, both of which had water damage. **************** used Builders FirstSource to purchase the door. (My home was built by Premier Homes, and Premier used Builders FirstSource for their doors.) Also, the contractor's brother-in-law, ************, worked at Builders FirstSource at the time, and he assisted in the process taking measurements and selecting the correct door. Since earlier this year, I noticed that the door began to separate near the bottom, and I've been trying to have it replaced by Builders FirstSource. Builders FirstSource says they cannot find information on that door being purchased at that time. ****************, ************, my husband and I all remember the door being purchased through Builders FirstSource, and ************ was working there at the time. The door itself costs about $300 (or $286 without taxes). I paid **************** about $1,000 to replace and paint the door and frame, as well as to do a couple of other smaller jobs around my house. Builders FirstSource sent someone to measure the door to replace it, but now they are saying that the door was not painted on all six sides, which is not the case. It is the same door as the other one in the garage that leads into the house (images attached). All of the doors in my home are two panel doors that came from Builders FirstSource. I expect Builders FirstSource to honor their usual warranty even though I do not have the receipt for this door since the contractor purchased the door and materials with the money I paid him. We are certain that the door was from Builders FirstSource, and it should not be separating at the bottom of the door.

    • Initial Complaint

      Date:06/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:04/23/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:03/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:03/22/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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 Answer

      Date: 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

      Date:03/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:01/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date: 03/28/2024

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

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

      Customer Answer

      Date: 04/01/2024

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

    Builders First Source LLC is NOT a BBB Accredited Business.

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