ComplaintsforMid-Cape Home Centers

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/28/21 I went to buy wood decking. I inquired what type of wood should I use. I was sent to building 3 to look at lumber and spoke with a woman. She called her boyfriend to confirm the correct size of wood for decks. I told her I wanted what was in their advertisement and it had to be pressure treated and a quality wood. I took picture of skew number because she said it was what I needed.12/29/21 wood was delivered. Installers ripped up deck/installed what was delivered while I was at work. I arrived home, deck was done but wood did not look right. After pictures were taken, I went to Mid Cape Home Centers and spoke with the manager, ****. I emailed pictures of deck and after he did some investigating, it was found that the wrong wood was delivered because the wrong wood was ordered. He offered to replace wood with correct wood but would not compensate for collateral damages which was paying for installers to come back and rip up and reinstall new deck ($1200.) He then called again and offered $250 for installers to rip up decking. New wood arrived on 1/8/22 and insallers arrived and began installing. The wood had splits, knots with large holes, and side with stamp was being used because it had the least holes/splits/dents, etc.. I did not want stamp side and installers tried to sand it off and it would not come off. The installers said the wood was low grade and most of the boards should not be used. I contacted **** and he said he would come out. Installers took up deck and left again. **** and associate came out on 1/10/22. **** said many boards were usable. I absolutely did not agree. After referring to their advertisement previously, what was advertised was not close to what was delivered. **** offered to replace bad boards but he would leave what he felt was ok. I did not want a piece meal deck, I spent $1499.53 and had two bills from installers and still no deck. He said he would not pay for reinstall and rip up of second attempt.

  Business response

  01/11/2022

  Please find below a response that details how **** has been working with ***** on this, as well as an additional settlement offer.

  ****:
  I spoke with *****, at our store and self-service lumberyard, where she voiced her concerns for the decking materials she was sold.  She explained to me that she is not aware of the decking materials that are to be used and asked our associates for advice.  The associate she spoke with advised her to use 1x6x12 boards.  The items were delivered and installed.  ***** was concerned about the quality of the wood when she spoke about her concerns.  The major concern were the knots in the wood.  When I realized the customer had ****** instead of the traditional 5/4x6x12 boards I apologized to ***** and let her know we would replace the boards for her.  ***** inquired about the re-install charge and the removal charge for the incorrect boards.  I spoke with ***** to let her know we would be happy to replace the boards as well as offer $250 in compensation for the removal.  ***** accepted the resolution. 

  We delivered the new boards to which she was still not satisfied.  Her concern with the second delivery, was again, the quality of the wood. ******* concerns were there were several Knots in the wood and stamps which are placed by the vendor to identify the type of wood.  I went to ******* home to inspect the boards, which were mostly in great shape, and again offered to replace any boards that *** have been lesser quality in order for her to resume her project.  I inspected ***** boards and asked what the concerns were with the boards I inspected.  ***** said her expectations were that the wood would have less knots and no stamps on it.  She also mentioned the boards were different shades to which I replied that it is natural wood and that would be expected.  I let ***** know the Stamps will fade after weathering and usage of the deck and the knots were part of the natural appearance of wood.  ***** told me that the boards were no good and that I was to have the boards picked up and she would review what her next steps were.  I thanked ***** for her time and set up the retrieval of the wood on her property.  

  __________________________________________________

  We have been more than accommodating with ***** while attempting to resolve this situation. We understand her frustrations over the fact that the hired 3rd party installers did not realize she ordered the wrong materials before they installed the fence boards as decking boards directly on the ground, two things that should not be done by any contractor.In addition to the already proposed resolutions to retrieve and reimburse ***** for all costs associated with the materials she purchased, plus compensation for the removal, we will also help further pay for the install/uninstall costs. *****, please provide a receipt or copy of invoices received.

  Customer response

  01/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

  I have attached an invoice for both of the deck installations/rip ups.  I currently have no deck and have to pay for a THIRD installation.  **** stated in his comments that I purchased the wrong material the first attempt and that is incorrect.  I was told to order the 6x12 materials by a Mid **************** employee and that material was incorrect.  Being that I am not a lumber specialist, I felt that going to a specialist would provide me guidance as to what to order/the correct lumber.
  
  Regards,

  *****

   

   

  Business response

  01/13/2022

  ***** has been fully refunded for both orders. We just spoke on the phone and ***** confirmed that she has not yet paid for any of the 3rd party services. Any payment outstanding on said services will be handled directly with the 3rd party as we will need some documentation from them in order to issue payment. The amount of the invoice provided from 1/12 is also more than originally stated in the desired settlement and we need to confirm a few details on this. I apologized for the advice ***** was given on the original order.
  

*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. ↩