Sign in

Tart Lumber Company Inc

Sharing is caring! Have something to share about Tart Lumber Company Inc? Use RevDex to write a review
Reviews Tart Lumber Company Inc

Tart Lumber Company Inc Reviews (1)

Review: I purchased a [redacted] door (exterior-front-with side lights) on Nov 14, 2011 from Tart Lumber. They recommended one of three installers and I slected the most expensive, [redacted] from [redacted], VA. On or about May 17, 2012, I contact [redacted] with Tart Lumber to inform them the door on the hing side was binding and was not evenly spaced. Tart Lumber sent a factory rep to make adjustment(s) to the door. On or about Feb 2013, I notice the door [redacted] side of the door was not evenly spaced. I contacted Tart Lumber again, and they sent out the factory rep again. Approximately two weeks later, I noticed the front door would not latch and had to lock the dead bolt to keep it closed. I contacted Tart Lumber again and they sent their door specialist out, **. [redacted] out to inspect the door. He mentioned the door would have to be disassembled and re-installed. That this would require chalking where there was currently no chalking. I made it known that this was unacceptable. He promised that he would get the installer, the owner of Tart Lumber, and himself out the following week. That never happened so I called two weeks later to inquire and finally on or about 19 July at approx 3:40 pm, the owner called and promised to coordinate a visit by himself, **. Dudley, and the installer the following week after he returned from a one week vacation. He never called and I called twice and left a voice message with no success. I filed a complaint with [redacted]) on or about 15 August 2013. [redacted] hired [redacted] to assess the door. [redacted] conducted the evaluation and when he left- he verbally stated that the direct sunlight and incorrect installation were the causes. I informed him that I would "SOL" if it is the installation as the manufacturing rep has made two adjustments and the installer will not accept responsibilty after someone has touched the door. An email from [redacted] this week stated that my clain was denied because of the incorrect installation. They did not furnish the report so I do not know what the independent technician actually wrote.Desired Settlement: At this point I prefer a full refund of my expenses for the door and installation fee so I can purchase a mtal door that will withstand the direct sun. I recently installed artificial material on my deck and that expands with the sun and fell this door that is also made of artificial material is expanding.

Business

Response:

To whom it may concern,

The last conversation I had with **. [redacted] was in early September and at that time he asked me to wait on coming to the house, as he had filed a complaint with [redacted] and was waiting for the [redacted] representative to make an appointment. (I had offered to bring our local [redacted] representative, (which should be the same person [redacted] corporate would send), and I'm still willing to ahve a meeting with all parties involved. We have a long, excellent track record of standing behind all the products we sell, and from what limited information I currently have from the installer this does not appear to be a product problem.

It would be wonderful if the Revdex.com could help us organize a meeting between the installer, [redacted], a representative from [redacted] or the local wholesaler, ([redacted] or [redacted]), and myself at **. [redacted] home to review the problem and discuss the root cause(s) of the issue. I know from supplying [redacted] doors for many years that they do not swell and are very well suited for direct sunlight. I look forward to working with the Revdex.com to resolve this issue and look forward to hearing from you.

Please note that your original email went to my wife and since we've never received a complaint before she may have deleted it since we get a lot of solicitation and fake emails of various types. We have changed the main contact email back to me ([redacted]) to ensure better, prompt communication.

Sincerely,

[redacted], Jr.

President, Tart Lumber Company, Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The reason I filed a complaint with the Revdex.com is because Tart Lumber did not attempt to coordinate a meeting between myself, the installer, and themselves until after I filed a complaint with [redacted]. For the record, I went with one of three Tart Lumber recommended installers, [redacted] Remodeling.

The original complaint was May 17, 2012 to Tart Lumber ([redacted]). [redacted] coordinated to have a factory rep to come out, and the factory rep made adjustments to the door frame. I contacted Tart Lumber again in Feb 2013 with a complaint and a factory rep again made adjustments to the door frame. Then approximately two weeks later, I contacted Tart Lumber again with a third complaint and this is when Tart Lumber sent their door specialist, **. [redacted] out. **. [redacted] made an assessment saying that the door would have to be disassembled and re-assemble, and this would require chalking where there is currently none. I stated my displeasure with this and this is when **. [redacted] said he would meet with the owner (of Tart Lumber) and that I could expect a call back within a week.

On or about 19 July, the owner of Tart Lumber finally called and stated that he would coordinate a meeting with the installer and [redacted] to meet at my house to discuss the door two weeks later as he was going on vacation the following week. I did not hear from Tart Lumber until 21 August with the desire to meet. This followed several attempts by myself calling Tart Lumber to once again, resolve my problem. I placed calls to Tart Lumber on or about 8 March 2013, 29 March 2013, 30 May 2013, 31 May 2013, 24 June 2013, and 29 July 2013. Tart Lumber failed to return any of these calls.

Furthermore, [redacted] also reached out to Tart Lumber between 15 - 21 August 2013. [redacted] told me, Tart Lumber was not responsive to their inquiries. Once [redacted] was involved, they suggested not contacting Tart Lumber until their independent evaluator completed his assessment. Verbally, the independent evaluator told me it was a combination of the heat and improper installation, but [redacted]'s email alleges improper installation is the cause.

Attempts have been made by Tart Lumber twice (May 31,2012 and Feb 2013 ) to adjust the door and frame. Both attempts were unsuccessful. Given that Tart Lumber twice attempted to adjust the door and frame installed by someone they recommended, in addition to the fact that Tart Lumber has already sent out their own door specialist to review the situation, I don't believe further evaluation is needed. The problem has not been fixed, and I believe the only course of action may be to replace the entire unit.

Regards,

Check fields!

Write a review of Tart Lumber Company Inc

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Tart Lumber Company Inc Rating

Overall satisfaction rating

Description: Building Materials, Lumber - Retail, Tools - Electric, Tools - Hand

Address: 22183 Shaw Road, Sterling, Virginia, United States, 20166

Phone:

Show more...

Web:

This website was reported to be associated with Tart Lumber Company Inc.



Add contact information for Tart Lumber Company Inc

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated