I am a home builder and I do remodeling. A few months ago I ordered materials for a deck. I ordered 8 foot lengths of 5/4 decking and 16 foot lengths of 5/4 decking. Long story short, the 8' lengths were anywhere from 1/4 to 3/8 narrower than the 16' lengths. Because of time constraints I used the lumber and the deck looked horrible. A month ago, I figured I would try them again. I ordered lumber for another deck. I spoke with Don Zeigler on the phone and specifically stated my problem with the prior order and asked him if I would have the same problem this time. He assured me there would be no problems because the problem existed with the 8' lengths and I only ordered the 12 and 16 foot decking. I received the order, carried all of the materials up a steep hill to the job site. Two days later when I started to lay the decking, I ran into the same problem! the 16' lengths 5.5 inches wide, 12' lengths, 5.7 inches wide. I called Don and explained the problem. He told me the owner ordered the decking from two different vendors so that explains the size discrepancies. I told him that I needed lumber the same size or they need to pick up the materials. He explained to me this would be fixed but I had to fix the payment first. He stated; when he ran my debit card, it declined. I explained it was my bank card and I know money was in the account so try to split the payment in two because of daily limits. The next day Don called back and said half the payment went through but the second part keeps getting declined. I knew the money was there so I figured the problem would resolve itself. That weekend I looked at my online banking. Not only did the first payment clear, so did the second payment. So my order that totaled 2500.00 was now costing me 3750.00 because of all the times they ran my card. Monday morning I received a call from Paula, stating, with a very bad attitude, that I MUST call her back before the end of the day to get this payment cleared up. I called her immediately and explained that they over charged my credit card. She told me I need to prove what I was saying because ""the guys were telling her the payment didn't clear"". She stated she could not find the payment anywhere. I told her my statement showed the payment coming through on the 21st of July. I asked her how I could prove this to her and she stated she needed to hear from someone at the bank. I called my bank and they immediately called Paula back, they placed my on the conference call. The bank representative explained that was I was saying was correct. Paula had a few smart comments throughout the conversation but told us both she will get it resolved and would call the bank back. At the end of that day, I called Paula and asked her what she found out, she laughed and explained to me that she can't ask her bank because the invoices are not individualized and dealing with the merchant account will take awhile so she decided she would deal with it on Tuesday morning. I have talked to my bank representative a few times and neither of us have heard from her for over a week. I guess it is not important at this point since she found out they had their money. As of right now, I have half of my order sitting in a yard that needs to be picked up and credited because it is bad product and I have been charged an additional $1250.00 that no one really seems to care about. At this point, my bank has opened an investigation into Berlin Lumber and I am still waiting for an apology and to hear from Paula. So as far as material goes....horrible, customer service.....even worse and attitude towards customer relationships.....a joke!! I would have given 0 stars but that is not an option, believe me 1 star is extremely grateful.
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