ComplaintsforBuilders First Source LLC

Building Materials

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Initial Complaint
10/09/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
70% window pane failure rate within 3 years of new construction Highland Homes home.Window manufacturer is Builders FirstSource (***). We are not sure who installed them originally. All are covered by the 10 year *** warranty except for labor to install the replacement window panes. We've had failures every year we've been in the house. We covered the labor for the 1st batch. Highland Homes, the Builder, covered the installation costs for the 2nd batch as a customer courtsey, although they were not required, but will not cover the 3rd batch of 9 as it is too expensive for them, think what it is to a single home owner. **'s Windows is the provider that has done all the warranty work and was not the orignal installer. The installation costs to date are close to $4K and the newly identified failed panes will be about an additional $3.5K. Although the *** 1 year warranty is clear to cover labor & replacement window panes, since we're past 1 year only the new panesare covered. I do not believe the original spirit of warranty was meant to cover a situation like we are experiencing. It seems highly abnormal to have 70% failed window panes over a 3 year timeframe on a new construction home. Our *** replacement windows have had only a 1% failure rate to date. Our high failure rate of the orignal windows should cause labor for the re-installation of brand new window panes as it seems there is a problem with the original installation and/or widows. Did we receive a bad batch, is there a recall we're missing and/or was the installation done incorrectly in the first place???
Customer response
11/03/2023
Builders FirstSource contacted us and resolved our issues incredibly well. The replacement windows were replaced very quickly. ***** contacted us and was a great representative for the company. Our resolution could not have been handled better. Hats off to Builders FirstSource for really supporting their products.
Initial Complaint
10/09/2023
Complaint Type:
Customer Service Issues
Status:
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.
Stop sending me emails. I unsubscribe and you still send me emails. Everything goes to my junk folder but I still don't want your emails!
Business response
10/11/2023
Good Morning,
Our location only handles the ******* and *********** window division. We do not send emails out. You can reach out to our corporate office as we do not send emails out. ************.
Customer response
10/17/2023
I am rejecting this response because: You need to contact them on my behalf. I am not spending time calling anyone.
Initial Complaint
09/21/2023
Complaint Type:
Service or Repair Issues
Status:
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.
*************** built my house in 2013/14. I took possession in February 2014. I was told that high quality, double pane gas filled windows were installed. Some of the windows have fogged and the one at the front of the house has a plastic piece in between the two panes that has dropped. *************** advised me that Builders Firstsource installed the windows and I should reach out to them for warranty issues. I have called BFS on multiple numbers and each one has passed me onto another number. The final number I was given did not even work. I was given an email address but I have not received any response to the email I sent. I am getting the run around. I need help please.
Business response
10/11/2023
Good Morning,
One of our service representatives will reach out to customer and explain the service process.

Business response
10/23/2023
Good Morning,
One of our service representatives will reach out to customer and explain the service process.
Initial Complaint
07/16/2023
Complaint Type:
Product Issues
Status:
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.
** were provided with sample swatches of kitchen cabinet stains by a BFS sales rep. ** made a color selection based off those samples. When the cabinets came in, they did not resemble the swatch sample we had ordered. I sent them a picture of the swatch sample their rep had provided to us. They said that this swatch sample is not a current color they offer. They directed me to their website and the colors on the website were different than the colors of the swatch samples provided to us by their sales rep. ***** out the sample the rep had provided to us was from a previous collection in 2019. The color name we selected was also a name of a color in their 2022 offerings, however it was not the same color. ** brought the issue to management. They told us that they accept no responsibility and denied any liability. The onus is on you mr. ******** because you told us to order x color, we ordered x color, you received x color. ** did everything right and this is your fault.Bottom line- no, it's not our fault BFS. Time to take accountability. This is an unfair trade practice. It is illegal. Consumer protection law clearly states that it is against the law to represent that goods are of a particular style or model, if they are of another. ** ordered a product based off a misrepresentation of that product provided to us by your sales employee. He sold us something that didn't exist. Now you either make it right and replace the entire thing in a new color of our selection from your current catalog, entirely at your expense, or you give us our money back. Tomorrow I will be contacting a consumer protection attorney if I do not hear back from you.
Business response
07/17/2023
Good Morning,

This is not our area. We only handle the ******* Windows location in *****. Please reach out to the correct location.

Thanks
Initial Complaint
06/09/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Around April 28th 2023 we had 5 windows replaced at our home that we had sold... ***** Weekly Homes hired Builders First Source ******* to replace our windows. The house was empty with the exception of a brand new ****** plus dollar cooler setting on the island in the kitchen.... WE had the *****estate agent open the house he and Dace with ***** weekly Homes seen the cooler setting right were I left it.... When the agent went back to lock up our home my cooler was gone.... I would not normally reach out. however we have made contact with the service company left numerous messages and spoke to several people and we get blown off as if they don't care they one of their team members/employees stole directly from my house.... No other contractor or any other party was in the house before or after that time... We cant even get the company to call us back... This is a sad state of declining morals we live in today when you cant trust licensed bonded Contractors to do honest work and leave your belonging alone... Man I hate a thief, the way this company has treated us after being paid to do job I would Highly recommend looking elsewhere for your window service... Because if they steal from you rest assure they wont call back or make it right.... I don't care what there response is going to be on here We have made every attempt but driving to their shop in person... Not one returned call **************.....******* ** Windows | Builders FirstSource Builders FirstSource ******************** location TSHOWN ******* ** Windows. Address. ************************************************************** Get Directions. Call. **************. Email. Contact **. Location Details.
Business response
06/26/2023
We investigated this when we were first asked, i do not know why the response was not shared.
We asked the Technicians who went into this house if he recalled seeing the cooler, he did not.
I am unaware or the time the house was open, if it was open as we arrived or earlier and if it was locked when we left or later.
It is not our policy to work in an occupied house without oversite and this house seemed unoccupied.
Initial Complaint
05/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
In May of 2022 we noticed our large window was leaking so much so we have damage in the garage beneath it (we had just bought the house). I reached out to **********, who got me in contact with the rep he used for our house. The rep directed me to corporate. Between my husband and I we have probably put in 5-6 claims with no response. Finally In February of this year I gave up hope and reached out to the rep again. He somehow got corporate to call me back and got me scheduled for an appointment on March 17. That day and time came and they did not show up. I reached out to the rep he made calls and they showed up on March 18th. After the techs looked they informed me the glass was never sealed in the frame of the window so every time it rained it would come in and thats what has been causing all my house damage. He let me know he would submit the visible damage to my house to see if builders first source would cover it, since it is clearly due to a faulty window (lets not even go into the fact it is now 10 months since my initial contact with Builders First Source and more damage since then). Two weeks go by and I hear nothing. Finally I get a call saying my windows are in but I must get my plantain shutters removed and put back in after. I asked to speak to a manager but he would not get on just reiterated through this woman that I have to pay. Talk about not only horrible customer service, losing our numerous claims, clear damage to my house (who knows how bad it is behind our walls) and being told that this window 100% was not properly made. This entire situation has been horrifying. To even add to this our rep has pushed this up the chain many times and guess what still havent heard a dang thing. Great work Builders First Source. I would NEVER recommend someone building to use them. Our house is less than 5 years old and the amount of damage this faulty window has caused is outrageous, fault was found and there is now crickets.
Business response
05/30/2023
On Friday 5/26/23 we were able to reach the complainant and have assured them that we will resolve the issue in a timely manor at no cost to them.
Initial Complaint
05/01/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I ordered a door in Feb 2022. I paid around $3700. The door came in Sept 2022.The old door and jamb was taken out and discarded. When the men went to fit the new door not only was it the wrong color it was to short. The men did their best to fit the new door as they put the old one back in and couldn't leave me without a door with 3 children.I got hold of Builders First Source and they said they would order the right door and would have it fitted because it was their mistake.They refused to come and measure the door so I had to enlist help from a friend to do said measurements.They told me late January or early February that my door was in and were waiting to find an installer.My mom has called a number of times and has also called in to see when the door is going to be fitted.They are now telling me that I have to get an installer and pay again. I don't see why I should pay again. Money is tight as I am a single mom.They keep changing their minds and making the rules up as they go.I have had to have blankets hung up the door all winter to try and stop the cold.All I would like is for them to come and fit my door so I can move on from this very bad experience.I think I have been more than patient with this company and hope you can help my case.Thank you.
Business response
05/03/2023
Good Afternoon,
Our location only handles windows in the ******* ***** division. Please reach out to the correct location.
Initial Complaint
04/05/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been having a lot of difficulty with Builders First Source in *********. I purchased cabinets and counter tops from Builders First Source, and the process has been anything but smooth. First of all, they delivered the wrong size of the bathroom cabinets and refused to take them back for the right size and ultimately forced me to buy cabinets that I can not use. Because the cabinets were the wrong size, I had to go to other hardware stores to buy bathroom cabinets that would fit. Secondly, when the cabinets were delivered there was multiple missing parts. When I informed them of the missing parts of the cabinets, I was told to go to Lowes and buy boards, and buy paint, and paint them to match the colors of the cabinets and install them. Also the pins/clips that hold up the shelves was missing. I was forced to go to hardware stores and buy pins/clips. The salesman that told me to go buy boards and paint them was *************************. In regards to the counter tops, they came out and took the wrong measurements, even though they have been provided with copies of the blueprints of the cabinets. To this day, after multiple missed installation appointments, the counter tops have still not been installed and they keep delaying the installation.
Customer response
04/06/2023
**************** from Builders First Source reached out to me and we had a nice long discussion. We have come to an agreeable resolution in regards to the situation.

Honestly, They were very generous in their offer. I would like to Thank **** and **** from Builders First Source for all of their efforts, and I would also like to Thank You as well for mediating a resolution.

Please allow this email to serve as a request to retract my earlier complaint.

Respectfully,
*********************
Initial Complaint
03/16/2023
Complaint Type:
Service or Repair Issues
Status:
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.
House built in 2015 in ***************,*******.Have window in garage thats defective.There is applied caulking at base of pane.moisture getting in.Not noticed because blinds are drawn.Been calling Builders First Choice for an Order # since start of February, and was told by Plygem that once I give them that that they will cover window replacement under warranty(10 yr). health issues will neccesitate move and need window done. Thank you
Business response
03/31/2023
Good Morning,
I have already responded on this complaint. As I said before this is not our location. We only handle the ******* ***** location. Please reach out to the correct location.
Thank You
Initial Complaint
02/21/2023
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased a home from Empire Builders in the last year . When doing the final walk thru it was brought to our attention that 2 windows were warping. After being assured by Empire that this would be addressed within a certain time frame we closed and moved in . As I was cleaning some upper windows I discovered another 7 windows that were also warping. After months of going back and forth finally Builders First Source delivered 9 windows . Again after a few months the windows were installed only to see 1 was warping again, which we are still waiting to be replaced. Also multiple windows were replaced because of gas leaking within the glass making blue stains in between the panes of glass. Now we have another 9 windows that are falling out of the tracks and in need of shimming or something else in order to fix them . We were running electric heaters in the upstairs bedrooms because of an abundance of air pouring in thru the tracks due to freezing temps. They sent out a tech with weather stripping and crazy glue. After he left the problem still wasn't fixed and now we are waiting again to address these windows. We spent ******* dollars on this home and at least 20 windows have had to be or are going to be replaced or repaired. Builders First Sources BBB rating is wrong it should be a flat 0 stars . Stay away from this company and the products they offer. Make sure to check this companies rating and then run from them.
Business response
02/24/2023
Good Afternoon,

We are working on this and will schedule with the homeowner.

Thank You,

*****************************
Inside Sales Manager
*******************************************************
**************************************
O: ************ D: ************ BLDR.com
Customer response
08/24/2023
Builders First Source was hired to install new windows in our brand new home . In the first year 16 windows were replaced some multiple times. In this year we have had another 18 replaced . They sent a manager out and he stated that during covid they hired inexperienced help thats why they keep failing. We want the windows all replaced with windows that wont keep warpingand leaking gas.
Customer response
08/25/2023
BUILDERS FIRST SOURCE WAS HIRED TO INSTALL WINDOWS IN OUR HOME . TO DATE 38 OF THE WINDOWS THAT WERE INSTALLED HAVE BEEN REPLACED AGAIN, SOME MULTIPLE TIMES . THE REASON THE COMPANY GAVE WAS THAT DURING COVID INEXPERIENCED HELP WAS HIRED AND THATS WHY THE WINDOWS KEEP FAILING . THIS IS UNACCEPTABLE AND WE NEED THE WINDOWS INSTALLED AGAIN WITH WINDOWS THAT WONT KEEP FAILING.
Replacement
Business response
08/29/2023
Good Morning,
Could you please tell me what else is pending? Can I send a tech to look at the windows and determine a resolution for this issue? Please let me know what day next week and of either morning between **** or afternoon between **** works best?
Customer response
09/05/2023
Again over 40 windows have been replaced due to negligence . What is Builders First Source going to do to compensate our 19 months of pure misery . We need an additional warranty on the frames and a copy of all windows replaced . As I sit here and look out my office windows , that are still not complete after 19 months of continual replacements I'm weeping over the quality and craftsmanship of Builders First Source.
Customer response
09/07/2023
I am rejecting this response because: Again over 40 windows have been replaced due to negligence . What is Builders First Source going to do to compensate our 19 months of pure misery . We need an additional warranty on the frames and a copy of all windows replaced . As I sit here and look out my office windows , that are still not complete after 19 months of continual replacements I'm weeping over the quality and craftsmanship of Builders First Source.

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