Complaints

This profile includes complaints for 84 Lumber Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  84 Lumber Co

  1019 Route 519 Eighty Four, PA 15330-2813

• 

  84 Lumber Co

  1 Alpha Dr Pittsburgh, PA 15238-2943

• 

  84 Lumber Co

  113 State Route 68 Beaver, PA 15009

• 

  84 Lumber Co

  134 Timothy Dr Loretto, PA 15940-6410

• 

  84 Lumber Co

  160 Millers Run Rd Bridgeville, PA 15017-1357

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.

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  When I built my home 10 years ago we purchased all our windows from 84 Lumber. Now, one of our windows is cracked and the water leakage has caused the frame to rust. We understand the window is no longer under warranty and request the purchase and installation of a new window through 84 Lumber two years ago, before the window fails altogether. One year ago, the new window arrived but was so poorly manufactured the 84 Lumber installer could not actually install the window. At our own cost, we purchased another. That was over 1 year ago. The window still has not arrived or been installed. We just want the window we purchased delivered and installed per our agreement before the window fails further and causes further damage to our home

  Business Response

  Date: 03/14/2024

  Good afternoon,

  I have contacted the management team at the local store, and while we are aware of the initial window purchase, we cannot find any records of a recent purchase for a window or replacement parts.  The store also confirmed the installer was not an 84 Lumber associate, as we provide installation for new construction only.  The store had recommended a third-party installer who had attempted to put in this new window.  If payment was made to 84 Lumber, we would be happy to issue a refund to the customer.  I am concerned that the purchase was made to a local glass company, and not to 84 Lumber, because we never take payment for warranty materials.  

  I have tried to call the consumer twice at the provided phone number and received busy signals both times.  I sent an email to the provided email address and am waiting for a response.  I'd like to get more information about this purchase so we can come to a solution.  I am available Monday-Friday 7am-5pm EST.

  Customer Answer

  Date: 03/15/2024

  Good afternoon,

  While that is my number, I have no voicemails at all nor missed calls from this number and I'm just getting a chance to answer email.  The window is 10 years old, and we knew having it replaced wouldn't be covered by warranty due to the age of the window.  As we're the original owners of the house, we knew 84 Lumber did the initial so assumed they would know how to procure a replacement window for us.  An 84 Lumber associate is not the installer, we used the third party our local 84 Lumber recommended, but I remember who that is.  

  We reached out to both PlyGem and our local 84 Lumber.  Both entities agreed a second window had been ordered, but neither entity could tell us where our window was after a year of waiting.  PlyGem has sent us a new window directly and we are working with the installer to have it installed.

   

  Business Response

  Date: 03/22/2024

  I was able to make contact with the customer via phone.  Our corporate office will be sending a check to the customer and providing suggestions for local installers.  The window manufacturer supplied this customer with the materials they are looking for (minus glazing beads, which will be addressed with the manufacturer).  I will follow up again with the customer on Monday when I mail the check.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  1 hired 84 Lumber to replace a stairway and rails around my deck. After the work was completed the deck rail was not secure and was shaking which was a safety issue. I informed Aaron W***** about the issue and it was ignored until I went into the store with a video and pictures showing that the rail was not secured properly. Mind you the rail is at least 10° from a concrete patio below. The other issue is that some of the wood used to replace the stairs and posts had a lot of splitting and cracking that occurs with low quality lumber. In addition a lot of the wood was not smooth and has splinters. After several calls about the poor quality they finally came by and attempted to fill the crack unsuccessfully, instead leaving the residue of the filler spread on the wood (totally different color from the wood, and looked a mess). Mind you the job cost over 8k. When I asked to replace the defective and badly cracked post and another defective area on the stairs, I was told Aaron would call me and he never did. Again I returned to the store 2 weeks later, and met with Aaron who had an attitude. He said he would call me in 2 days to let me know when the problem will be fixed. He never did call. We called again and Aaron finally called back and said he had no one to fix the issue, they were all on big jobs and he did not know when someone would be available and even said that I could get someone to give me a quote and then they would look at the quote. He was also very standoffish and said "all woods split" when the issue was addressed with him in the store. In other words why are you bothering me. I felt belittled, unheard and mistreated and devalued. Belittling attitude towards customers and women is unacceptable and no one deserves to be treated in that manner for poor workmanship and material.

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I bought a new home from Ryan homes. The address is 3096 Victoria Inlet Dr Holiday FL 34691. 84 lumber did the install of the sliding door in the kitchen but when it was install it was not done correctly. The slider is very hard to open and creates a fire hazard for all in the home. My children are not strong enough to pull the door open. I am the only person in the home with enough strength to open the door. I have tried numerous times to have this corrected and 84 lumber is not able to assist. I have taken days off through the week for them to correct the issue and they were not able to fix it due to not having the correct sliding door. Now they state they have the correct door but will not send out anybody to do the work on a weekend. I am not able to take more time off of work for this. They installed the door improperly, this is a fire hazard and they do not care.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 used 84 Lumber to build lean too for extra space on concrete pad. 84 Lumber was products used. We used 2 by 8s for Rafters. Once 84 lumber delivered product, we begin installtion a few days later. Once Rafters were installed. 2 by 8s by 20 foot long, they immediately began to Warp, Bow, Splinter, Shrink Etc Etc. There were close to 80 Rafters. This affected the End finish which was horrible. Theres at least 1 solid week of Labor involved in this for 4 guys. Now we may have to remove it an start over.. ....Alot of wasted Labor. The Product was Not Properly Cured.

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had ordered 2 10ft custom sliders for are Florida room,so openings where already there,just had to install bucks get them inspected,so I called 84 lumber in Rivera beach Florida , Darrel the manager came out measured openings, ordered sliders. When they came in on 11/21/22. Put frames up , manager made the measurements exact no room for shims, had to rip out bucks, go pick up new wood and reinstall glued and screwed,so when it was time to put screens in they didn’t fit Pgt did not cut screens to fit custom window openings, so I called Darrel he said he would take care of it never did, calls and e-mails,so I wrapped up screens brought up to off ice and told them they don’t fit,phone calls back and forth he comes down again with same screens in the back of a truck uncovered I said they don’t fit , he brings them to back then wants to pry on flange to make them fit,I said if you bend flange you will buy us a new slider, so he took them back,everytime I would call 84 he was either on vacation or sick, they when I called again he said he doesn’t work ther anymore,so now dolten has it another person again more emails and calls to this day I take off from work on 6/7/2023 we had a appointment, so I took off of work, he never showed up or called when I called office they said call warranty dept, I said is not a warranty issue. The guy said this is what they told me to tell you,so I called warranty they said it’s not a warranty problem, at this point we are going to bring them to court, can anybody help us in your division, ******** ****** *** ******** ******* ************

  Business Response

  Date: 06/20/2023

  Letter date: 6/15/2023 

  
  Thank you for the letter, we appreciate the opportunity to respond to claim ********* 

  
  I wanted to delay my response to this matter because the store arranged a home visit to take some new measurements. That appointment took place today (June 15th). Our technician went to the property and successfully took measurements for a new screen to be ordered. The technician immediately reported his findings to the store, and an order was placed for the screen. Both the installation manager and general manager are confident the homeowner will be satisfied with the new product. 

  
  Our technician reported *** ******* was pleased with today's interaction. Once we have more information about expected delivery dates, we will relay that news to the homeowner. The corporate office plans to follow up with the installation manager and the general manager to ensure this matter will be resolved smoothly. We appreciate the patience and understanding exhibited by *** ******* and we hope to do business with him again in the future. 
  

  Emily P****** 
  84 Lumber Company 
  

  
  

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  After specifically mentioning too much plywood was delivered for first floor of new garage and to not send same amount for second floor, my request went ignored. Then when I notified 84 lumber that they sent the wrong amount again and that they would need to retrieve the excessive amount of material I was told they would be picking it up. They didn’t show when stated to do so and I called them back repeatedly and was told two more times they would pick it up they never showed. My client was of course charged for this unneeded and specifically asked not to send lumber approximately $1,000. Or About 20 sheets of 4x10 zip wall board. Also had to spend an entire day assisting a seemingly inexperienced driver with the delivery and he left the lumber in such a piled up beeping mess that if it were left that way over night the lumber would have been unusable. 84 was notified of these things but chose to do nothing. Hence my complaint here.

  Business Response

  Date: 04/10/2023

  Letter date: 04/04/2023 

  Thank you for the letter, we appreciate the opportunity to respond to claim ********* We are sorry to hear about this customer's dissatisfaction with the store. I received this letter on Friday 3/30, but I did not speak to the customer until Tuesday 4/4. The initial complaint did not have the correct name on his account, the jobsite address, or the original date of purchase so I could not look into this matter until I spoke to *** *****. The customer ordered this plywood during the summer of 2022. He spoke to the store about having the excess material picked up for a return. We are more than happy to oblige when the material is unaltered and in resaleable condition. 
  We sent a Moffett truck and a box truck to the job site on two separate occasions to attempt the pick up. Both times the driver could not gain access to the property due to driving obstructions. The customer then communicated to the salesman that he put an 8-inch screw through all remaining sheets of plywood. This alteration deemed the product ineligible for resale, and therefore ineligible for a return. The salesman made sure the customer was aware of this. We did not hear anything more about this matter until this letter arrived, six months after the incident. At no time did the customer ask to speak to the store manager, and he did not call the corporate office for assistance. We did not know of his dissatisfaction with this matter until the complaint was filed. I advised the customer not to alter the material in any way until he is sure he wants to keep it. 
  

  Emily P*****k 
  84 Lumber Company 
  Customer Relations Manager 
  1019 Rt 519 
  Eighty Four, PA 15330 
  

  
  

• Initial Complaint

  Date:11/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello. I ordered two Anderson windows from 84 Lumber in Annapolis, Maryland during January 2022. PO * *****. The first window arrived around late May. The second window during the summer. It took numerous calls to 84 Lumber until they could find the second window. When they did find it the window sill and screen were missing. I had a window sill made which doesn’t match the other window and am still waiting on the screen. I’m getting zero answers from 84 Lumber. Each window was over $1300 before I had them installed. I would like to receive the screen. This has been very frustrating and disappointing. I would like 84 lumber to find the screen for my window or order me a new one. Thank you. Steve

  Business Response

  Date: 12/06/2022

  I am the Customer Relations Manager at the 84 Lumber team headquarters in Eighty Four, PA. Thank you for the letter, we appreciate the opportunity to respond to claim ********* The store is aware of the issue and working towards a solution for *** ********* The customer first called for assistance with his window order this summer. He had two different series windows on order. Because the models were different, the windows shipped at different times. This caused confusion among the customer and the store. The customer couldn't figure out why the order came in fragmented, and the store couldn't get solid answers from the vendor about when we could expect the second window. We received the second window late in the summer and got it to the customer as soon as we could. We then received the screens, and they got misplaced in the store. Annapolis underwent changes in management this summer, further disrupting the continuity of the search for the screen. When *** ******** called me again for assistance, the new manager tried to find the screen at the facility. He was not present when the order was placed so he had a tough time guessing where the screen could be hiding. The store decided to order *** ******** a new screen. I spoke to the customer and confirmed the screen size with him. I outlined our plan and explained that because the screen is a custom size, it could take some time for it to come in. He understood the circumstances and the order was placed. We were given an ETA of March for the arrival of the screen. The customer will be out of town for the spring, so we will store the screen in the manager's office until he returns to Maryland or can arrange to have someone pick it up. *** ******** was rightfully frustrated by the situation, but was ultimately satisfied with the new plan in place. He should have his screen when he returns from his spring trip. 
  

   

  Emily P****** 

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Materials for a project were ordered. Counts on the order were placed incorrectly. I asked for 43 feet of white J-Channel and recieved 43 pieces @ $8.83, I asked for 32 feet of red J-Channel and recieived and recieved 32 pieces @ $9.92. This results in extra costs to me of $568.06 + $4.08 tax = $602.14. I have been told the returns are not accepted on "special orders." As they do not stock siding materials in-house it is always going to be a "special order." What defines a special order; simply because they have to place an order with a vendor? This is off the shelf materials without modification. While I am aware that I missed these facts when I agreed to the order. 84 Lumber also has responsibilty for its errors in documentnig my order. For a quantity measured in feet, they documented that request as a part count. When my order was picked up, and a large portion of another item was missing. 84 Lumber did get the balance of the order to me in a timely manor. I have repeatedly tried to resolve this with 84 lumber, I am only looking for a return of unused product that has not even been removed from its box and a refund. I am looking for the same level of customer service I recieved when I was willing spend money and my order was incomplete be used to resolve a mistake. I have had a conversation with their vendor, the vendor responded that they would be able to take the material back without even a restocking fee. 84 Lumber told me that if the vendor called and let them know that they would take the material back, that I would be able return it. The vendor spoke with 84 Lumber. When I again spoke with the vendor, they were told by 84 Lumber that 84 Lumber was not going to take the material back from me reguardless; due to policy. I have to wonder about a company that stands on a 50 year old policy, based on principle rather than wanting to resolve a problem for a customer when there is an easy resolution.

  Customer Answer

  Date: 10/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to ********* ** ********* and find that this resolution is un-satisfactory to me, however I do understand that it follows your business practices. I will say that based on what I now know about purchasing materials at 84 lumber, I will not be returning as a customer any longer. I can get prices that are competitive or better at the big home stores, return items if a mistake is made and not run the risk of having an ordering issue that cannot be resolved. I am a very unhappy customer who now realizes that you are not there to help customers in my opinion. This was a very expensive lesson for me, but I have learned it well.
  
  Regards,
  
  ***** *********

  Business Response

  Date: 10/11/2022

  Thank you for the letter, we appreciate the opportunity to respond to claim ********* 
  We are sorry to hear about this customer's dissatisfaction with the store. Special order refers to any material that we do not regularly stock at the store. Our stores stock material based upon the needs of their immediate regional markets, and no two stores will have the same inventory. We do our best to keep the highest-priority materials on hand for our customers. It is impossible to keep all necessary materials and options on site due to space limitations, so our stores acquire a lot of their materials by ordering from a specific manufacturer as needed. Any material that is not in stock at the store and needs to be ordered from the manufacturer is considered a special order item. This term has nothing to do with product customizations or high-end features. The differing size and color options for J-Channel makes it very difficult to properly stock what we need in our stores, hence the need to special order this material almost every time. 

  
  All our special orders are non-refundable. This is the case because the manufacturers will often not take this material back. Most of the vendors we use are shipping from a production facility rather than a retail location and they cannot collect returned materials. Because of the nature to special orders, each of our 84 Lumber stores require a signature on the order form from the customer. We ask the customers to carefully review the order before it is placed to make sure they are paying for exactly the quantity, size, brand, grade, and color of materials they are after. This process gives control back to the customers while also protecting our stores and vendors from taking unnecessary losses. Every customer is subject to this policy. In this case, we do have a signed order form from *** ********** I can provide a copy of this if necessary. The order form is requesting quantities of 32 and 43 of the red and white J Channel, respectively. 84 Lumber did place an order for and receive these 32 and 43 pieces of trim. The store did have a conversation with the vendor about this but an agreement to take back the material was not made. The pricing was always transparent and our company has followed the special order policy that we have set forth. We treat each instance the same and hope our customers are respectful of our policies. 
  

  Emily P****** 84 Lumber Company Customer Relations Manage* **** ** *** ****** ***** ** ***** 
  

  
  

• Initial Complaint

  Date:06/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  84 Lumber Riviera Beach FL is an unreliable business who have been misleading new homeowners at Riviera Cove new development for months. The company installed the wrong patio screens for all of the new property under warranty. The business schedule the homeowner for repair and do not show up. After having a HOA meeting, all the residents have this problem (including me) and have been scheduled and rescheduled for now 5 months. The contract warranty ends in 12 months . The homeowners have figured the company is misleading the homeowners until the warranty. I closed on 22 Dec 2021! The patio screen has not been replaced and the gap in the bottom of my the patio door has not been repaired. I have scheduled 4 times with 84 Lumber who have showed up once with no materials and 3 times No Call/No show which was scheduled for 14Jun2022 and again No show. The business always have the same excuse. Please help.

  Business Response

  Date: 07/11/2022

  
  I am the Customer Relations Manager at the 84 Lumber team headquarters in Eighty Four, PA. Thank you for the letter, we appreciate the opportunity to respond to claim ********* I would estimate there are half a dozen homes within the Riviera Cove development awaiting the correct screens for installation. Any pending service appointments were only unfulfilled if the correct window screens had not yet arrived at store ***** ** **** **** ****** **. Window screens are some of the most unfortunate victims to the nation's supply chain issues. 84 Lumber does not produce these screens, we only supply the materials to our customers once we have acquired them from third party vendors. 

  
  Any warranty claim initiated within the warranty period will be respected, despite the amount of time it takes to finalize the repair or replacement. The company has no ability to mislead anyone to the point of expiring the warranty period, nor do we have the interest. The request for service was received by the store long before the appropriate timeframe closes. 

  
  DR Horton is the builder for the development, and they are considered the customer of 84 Lumber. We have made our customer well-aware of the expected delivery dates for all materials, as well as any changes that had to be made to the service schedule. Our customer agreed with our course of action, and we have received no complaints about this matter from them. It seems that the consumer who reached out to the BBB is a client of our customer. I believe that some clarity on the matter would have been provided, had they spoken to their builder. Since receiving the complaint letter, the material has arrived at the store and service has been scheduled. We respectfully disagree with the statements made by the consumer, since this warranty claim will be fulfilled as it is guaranteed. 
  

  Emily P****** 84 Lumber Company Customer Relations Manager 1019 Rt 519 Eighty Four, PA 15330