Complaints

This profile includes complaints for Brickworks Supply Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brickworks Supply Center

  Fort Wayne, IN 46808

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  Brickworks Supply Center

  1631 Pioneer Trl Chesterton, IN 46304-9383

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  Brickworks Supply Center

  918 Oliver Plow Ct South Bend, IN 46601-2787

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:04/12/2024

  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.

  I built a home a year or so ago had ***************** actually come out to my home to estimate. When we were done we ended up with lots of pallets left of brick and boxes and boxes of stone. I didnt initially complain not sure why other than I didnt wanna make waves. Since then Ive bought extra corners and mortar. I ask for more mortar recently and was sent the wrong mortar. I been going round and round with the salesman ***************** about the situation so my husband actually called *****. After being very unprofessional to my husband he was told there was no one else to talk to he was the one in charge. All I was asking for was him to pick up the wrong mortar since it is the wrong one. At this point I am also asking for his misquote on the original $50k order not be my financial burden to bear. I have literally thousands of dollars worth of brick and stone that he over ordered for me apparently trying to make his sale bigger. I am meeting with an attorney about this situation soon as this is not right.

  Business Response

  Date: 05/01/2024

  This project started back in mid-2020 with us shipping material all material late 2021.  I went out to the jobsite as a courtesy to give them a rough idea of how much material would be needed. I told them they need to verify quantities with their ***** (installer) to get a final quantity. I went over each line item with them and explained where each set of mortar will be used.  I advised to them that all material was special order.  They approved everything and proceeded to have me order all material.
  
  I had worked closely with the brick manufacturer because the homeowner wanted to use the back of the brick as an accent color around windows/doors.  Once the brick was delivered, we learned that the back of the brick no longer had the same color as originally instructed by the manufacturer. Ultimately, we had to order in special brick to use as the accent brick which we absorbed the cost and did not pass that charge along to the homeowner.
  
  We had a minimum amount we needed to purchase which would have cost the homeowner $903 plus freight (that we did not charge the customer). We absorbed that cost to provide good service to the customer.  Documentation of the invoice showing we did not charge the customer for the extra ******************** is available upon request. They were aware that any special-order items we cannot accept returns on because its not something we stock. As a courtesy, if the homeowners do not have means to discard the leftover brick, we will pick up and discard the leftover brick at no charge. We only ask that the brick is stacked on pallets and is accessible by our driver.  
  
  Regarding the mortar, over 2 years after we finished sending the order (they have ordered several small items since then for additions), the homeowner sent me a message asking for 10 bags colored mortar and 10 bags of scratch coat mortar.  We have documentation of that request.   We shipped them the exact same mortar they used as colored for the brick and scratch coat for the stone. They did not use colored mortar for their stone, but they did use colored mortar for the brick.  They also did not specify what they were using it for.  The homeowner advised they had previously gotten some mortar and other items from a different supplier as well, but they wanted 10 bags of colored mortar and 10 bags of scratch coat mortar.
  
  After the new items were delivered, several weeks later, the homeowner (male) called me around 7am on April 12th.  He had said he asked for gray colored mortar.  I explained to him that I sent exactly what he had asked for via text message.  At this point, he became vulgar with me and argued about the mortar coloring.  I explained that the gray mortar he is referring to is the same scratch coat mortar he used.  Scratch coat mortar is standard gray.  The colored mortar he used was the white mortar for the brick. He became more vulgar using several curse words directed at me explaining I was wrong. 
  
  At this point, I told him,Im not going to continue this conversation until he hes able to speak with me professionally and calmly without yelling.  He then again requested explanation on why we cannot accept returns on the mortar.  I explained to him that once mortar leaves our yard, we cannot control the moisture that gets into it.  Once any form of moisture gets inside the mortar, its not reusable for the next customer because it turns hard.  I told him this is our company policy.
  
  At this point, he because vulgar again raising his voice after I had requested that he stop using that kind of language and stop yelling at me.  He refused to listen, so I told him Im going to be ending this phone call.  He had a few more choice words and hung up.  That was our last correspondence.  

  We always strive to provide great customer service and feel we did in this instance. 

  Sincerely

  Todd Hoy
  Manager, Supply Center
  Direct     ***************
  Cell         **************
  Email      ******************************************
  Brickworks Supply Center 
  **************************************> ***************, IN 46808