ComplaintsforCarter Lumber

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my current home in 2015. This was a new home that was purchased from a local builder. (Cook Realestate) Earlier this year, I noticed that the vacuum seal between my double pane windows had failed. I contacted Cook real estate to find out about the warranty on the windows and was given Carter Lumber company as the source of the window purchase. I contacted them and was told that the windows were in warranty. I waited weeks to hear from the company about having the windows replaced. I ended up calling them back, to now being told that the windows are in warranty but to install them was not. I feel at this point that I am being given the run around. I have been buying homes for nearly 50 years and have never seen such unprofessional experience.

  

  Business response

  07/30/2024

  The salesman has already spoken to the customer. He tried calling him the day of his complaint with no answer (Friday). On Monday of the next week, the manager reported that the sashes he is dissatisfied with are already ordered and they will get them delivered to him as soon as they arrive, which takes about 3 weeks.

  Customer response

  07/31/2024

  Unfortunately the sales person gives the impression that this was one event. This has been going on for weeks and what was referenced is one day in my several attempts to get this resolved. I have been buying homes for over 40 yrs. This is not the first time that I have had to have windows replaced for this reason. **

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered an Andersen A Series patio door off of Holmes Lumber/ Carter. First complaint the door was suppose to be delivered to the strainers but was delivered to us. The delivery driver tore up our driveway and bent my T-post for our trash cage. So, I called Alan the salesman who took our order. The driver came back the same day and took everything back. The delivery driver lost our screen door and track. Secondly, the door came incomplete, it was missing a wood piece. We had been dealing with this issue since December 2023 and getting nowhere. The salesman doesn’t return our texts. So on April 30, 2024 I called Andersen 800 number and got more accomplished with the rep and the missing part was ordered and will cost us nothing since the door is still under warranty. If you are thinking of ordering something from Holmes Lumber/Carters buyer be ware.

  

  Business response

  05/15/2024

  Management reached out to the customer to apologize for the inconvenience. The damage that was done has already been corrected. There were issues with the salesman that will be addressed.  The customer is currently waiting on a part from Andersen and then everything will be resolved

  Customer response

  05/23/2024

   I am rejecting this response because: Paint Valley Exteriors was highly recommended by the company. They agreed to $600 to put the door in. It took them longer than it should and they charged mom another $375 on top of the agreed amount. We feel Holmes/Carter should go after Paint Valley and get our $375 back. We have no way of contacting them. No address. 
  

  ****
  
  

  
  

  

  Business response

  05/29/2024

  Unfortunately, we can only hold accountable our company and resolve issues that Carter Lumber has caused. Thank you.  

  Customer response

  06/01/2024

   I am rejecting this response because:
  
  
  

  Customer response

  06/01/2024

  Carter should supply us with the contact info for Paint Valley Exteriors such as address, name of owner and phone number

• Initial Complaint

  12/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We purchased 16 2-panel doors and paid them to match, mortise and bore the new doors off of our 16 old doors. My husband brought them our old doors and when my husband picked up the new doors he spent two weekends painting both sides of 16 doors ($100 paint). When we went to install the doors every door was an incorrect measurement from old doors. We had to bring back our 16 old doors plus the new doors for Carter Lumber to remortise the doors. This a lumber business and this is what you do but not one door was the correct measurement. No apology, no compensation for my husbands time or paint.

  Customer response

  12/28/2023

  Supposedly they are in the process of making corrected size doirs but have not heard from them or received contact that doors are in or completed, this order had been going on since November 13th

  Customer response

  12/28/2023

  They supposedly are making 16 new doors, but we do not have any corrected doors as of yet nor have we heard from them since Dec 18th

  

  Business response

  01/03/2024

  I spoke with store manager last week and he was looking into the complaint. The doors were picked up on 12/29, and all was corrected. 

  Customer response

  01/13/2024

  Carter Lumber *******, **

  The branch manager, ******, called me on Wednesday, January 3rd and told me he would compassionate my husband ************************* via a credit to his credit card for them making first 16 doors incorrect measurements. We received no such compensation for his money, time nor labor.

  Customer response

  01/13/2024

  The branch manager ****** called me on January 3rd and told me that he credit my husbands credit card to compensate him for time, labor and money for making the original order of matching, mortising and boring all 16 doors incorrectly. No such compensation was given!

  

  Business response

  01/19/2024

  The manager spoke to this customer 1/17 and resolved the issue. The credit was issued.

  Customer response

  01/22/2024

  Complaint is resolved, Carter Lumber-******* credited us $300 to compensate for paint to have to paint 32 doors, both sides, 2 coats.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Carter Lumber of ********** to purchase the materials for my deck build. I spent a total of $14,454.63 at the store for materials. Included in the total was $1,755.48 spent on Vinyl hand railings. I decided to return the Vinyl hand railings and go another directions. When I took the product back I was informed that because the boxes got wet they would not accept my return. I feel this is poor business - Outside of the boxes getting wet, I never opened the product, never modified the product in any way. The product is perfect good for resale to another customer. Due to the boxes being "damaged" (wet) I am happy to pay a restocking fee for the product to be repackaged, but it is not acceptable to stick a customer with a $1,755.48 bill for a perfectly good product. I feel I should be refunded $1,500.00. That leaves $255.48 for repackaging - more than reasonable.

  

  Business response

  11/15/2023

  The customer was aware that it was not returnable, since it was a special order.  Carter Lumber management checked with the rep for the product and the rep said it was not returnable and would not be re-sellable since the packaging was damaged.  The rep will not take it back, and stated they are not able to re-package it.  

  Customer response

  11/16/2023

   I am rejecting this response because: It is not a "special order" - literally an 8ft railing in a box.  Carter Lumber dropped the product off at my house - uncovered and unprotected.  Now they are sticking me with the bill.  Totally unacceptable.  Bad customer service, bad business bad everything.  They keep wanting to blame it on the rep.  I am a customer of Carter Lumber - if Carter Lumber has a return issue with the rep - that is a carter lumber problem.  Not my problem.  I have a perfectly good product that I have no use for and Carter Lumber has my $1800.00.

  I want a refund.

   

  Thanks

   

  
  

  

  Business response

  12/04/2023

  It is required for any special order that the customer must pay half down up front which is what the customer did for this order. This was discussed by phone with him. I have attached a copy of the deposit form.

  Customer response

  12/05/2023

   I am rejecting this response because: I bought many different products and materials from Carter Lumber.  To simply send me a copy of the 50% original deposit I made for $6,300.00 is pointless.  That was a deposit for lumber, cement, screws, brackets, deck boards, handrailing, etc.

  Carter Lumber brought the materials to my house on a flat bed and dropped them off (unprotected from the elements) - then wants to nail me for damaged packaging for $1,800.00.  It's ridiculous.

  Attached are some photos of the hardly damaged packaging of a product that is 100% fine and never opened.

  I can tell from reading the responses Carter Lumber is making **** (counter guy) try and handle this response.  **** is a nice guy, but not the guy to be dealing with an upset customer.  Goes to show the leadership and the management of this company is lacking.

   

  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a work stop order to my contractor and ordered not to have any deliveries made on 8/14 also contacted to this Carter Lumber company directly to make sure to cancel the order made by the contractor on 8/18. Carter lumber's initial estimate was $19,909.52 on 8/7 as a quoted date, however their sales order amount was $ 24,926.29 on 8/18 as a sale order date. I don't know why the price increased $5,016.77 in just 11 days. I called immediately to cancel the order at this point. Carter Lumber Company sales department took the cancelled order. However their delivery dispatch office still delivered the lumber package even after I confirmed the cancellation with the sales representative. so I called them again to stop to deliver on 8/25. The company said it was too late, and they delivered and dropped lumber on my property without my permission and without my attendance. I contacted them again the same day they delivered on 8/25 to pick up lumber they dropped their driver on my property contacted the sales dispatch and confirmed the order was canceled. They promised and said they would come and pick up on 8/28 Monday, however they have never come to pick up. One of the reason I did not want them to deliver was job was not ready for the delivery and rain will damage the materials. I really need the materials to be picked up and return to their shop, as the order was canceled and confirmed a week before the delivery. Location of Carter Lumber that delivered to my property is Carter Lumber ** **** *** ******** ** ******* ** *****  Order # ***********

  

  Business response

  09/11/2023

  This issue has been resolved, the load has been picked up. Thank you!

  Customer response

  09/22/2023

   I am rejecting this response because:
  There is no mention of a credit, as well if the credit went to my ( now fired ) contractor ****** ****** at email *********************** or ph #************* 
  Please follow up with Carter Limber for details.
  
  

  

  Business response

  10/03/2023

  A refund was issued to *** ************ **** *** which is who it was sold to on 9/12/2023.

  Customer response

  10/03/2023

   I am rejecting this response because:
  Because I haven’t heard if the refund for the lumber package was credited to KBP Construction Plus in the name of ****** ****** or did he receive a check from Carter Lumber. 
  I had separated from ****** as my builder and told him not to deliver the package so as of today, I have no idea where my money is.

   

  Sincerely,

  ****** ****

  
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had flooring installed brand name Next Floor and having issues with it. Have had a inspector come out and the click lock mechanism is a faulty product. Many other customers having same issues. Have called, emailed, and left voice messages to Carter Lumber and also Next Floor in hopes they would at least replace the flooring that states on the box LIFETIME WARRANTY. No one has gotten back to us and we continue to have issues. This flooring is a trip hazardous and spent the last of my monies in order to have a nice floor because of my health issues.

  Customer response

  02/17/2022

  Hello

  Thank you for helping us

  The product Next Flooring was purchased from Carter Lumber in Shelby Ohio. We have been in contact with them but the sales associate hands are tied he said. So thats why I started messaging Carter Lumber corporate website to get help. With still no reply back.

  The flooring was installed by my husband which is a contractor and owns his own business and does these installs.
  

  

  Business response

  02/22/2022

  Hello-

   

  This is a warranty issue with the manufacturer of the product. Carter Lumber provides no warranty for this product, we are simply the reseller. The customers concern should be directed to Next Floor. 

   

  Thank you

  Customer response

  02/23/2022

   I am rejecting this response because:
  
  
  They are the distributor and I have contacted Next Floor they tell me to contact Carter Lumber and Certified. I have emailed and contacted everyone and I am not the only one. There is multiple other people in the same joat and they need to step up and help resolve this problem. I purchased it thru them and everyone directs me to someone else and get the run around. I used the last of my medical claim to do my flooring downstairs so I dont have a trip hazard and with my disability its very bad and needs to be taken care of. This isn't right and they need to get with the company and follow thru with claims and help me and others out. We don't have the money to fix this and with my disability I can be injured from it.
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a new house built completed 9/24/2020.house had 1 year warranty on all materials. Have been contacting them since February 2021 That the carpet they installed is defective, separating,unseamed,backing has come apart in most areas. Carpet not attached to stairs properly. Dozens of emails and calls to the builder and kempsville. They sent out reps 4 times to look at it and state it needs to be replaced its defective but do no work to fix it. They will not return calls or emails anymore. The builder states Kempsville is responsible for replacement. For more than ten mouths this has not been resolved. My wife fell down the stairs 2 months ago because the carpet is not attached the way it should be.they will not return calls and the builder agrees they need to replace it. The house warranty on materials did not run out until September25 2021. Falling down 7 steps because the carpet moves completely off of 6 of them is a travesty. And I don't mean a little movement I mean I can grab it and pick up 9 feet of carpet completely off the stairs. It was not attached right cut wrong and seamed badly! I'm at my end with this and don't know what **** to do.

  

  Business response

  12/17/2021

  Hello- Can we get the name of the individuals he was working with so that i can make proper contact? Thank you

*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. ↩