Overpriced trusses, long wait for materials, rude customer service and that's just beginning for this shithole

If a zero star review were an option, I would have selected that for sure. Originally ordered trusses from Structural Wood via a local lumber company with whom I've done business for a while, and am happy with. I will not be naming them as I do not want this bad review associated with them in any way. Initial estimate for delivery was eight weeks from the time trusses were ordered. This is a long wait time but completely understandable given the current pandemic situation, and the fact that every other company was out at least that far. I was told by SW that they would deliver the trusses early if at all possible, and that they would be in touch throughout the process to keep me informed of potential delivery dates. Seven weeks after the initial order I had still not been contacted by SW with any updates. I called SW headquarters in Waddington and was greeted by a frantic sounding office worker. "Our computer system is down, you'll have to call back tomorrow." Having experienced my share of technical issues in the past I understood completely. I called back the next day and was told in the same frantic manner, the same thing, verbatim. This was a Friday so I planned to give the benefit of the doubt and call again Monday. Monday: Same deal. I asked if it would be possible to speak with someone else who would be familiar with the job and might have some idea where we were in the process. I was told that nobody knows anything because the computer system is down, and to call back tomorrow. Growing slightly irritated, I waited until the next day. Tuesday: Computer system is back up and running. Great. Was informed by the same frantic office worker that I would need a job number, and that there was no possible way to look up our job by name. I did not have this as the entire transaction was facilitated by the local lumber company. I called back and got someone on the design team who was able to locate our job and give me a job number, spoke to the frantic lady in the office again, and was told the trusses would be delivered on the original scheduled date. I was assured at that point that I would receive periodic calls to update me on progress and shipping date. This did not happen. I placed another call two days before scheduled delivery, since I hadn't heard from SW. I was informed again by the frantic office worker that the lumber for the trusses was stuck on a rail car in Cincinnati, and that the trusses would arrive a day late. I asked if they delivered on Saturday, since the original date was a Friday. She said "no but we build on Saturday so they should only be a day late." We went back and forth for a while with me insisting that they would be at least three days late and her holding firm at one day. Okay, fine. She insists that they will call me with updates. I know this is false. I will call again Monday. Monday rolls around and I call, having not received any communication again from SW. Frantic lady informs me that the lumber is still in Ohio and that it isn't their fault. Awesome. I can't imagine where they could have sourced the wood from locally (besides the lumber place I ordered from and the seven others in our immediate area). Fast forward ten days of me calling every couple days and not actually getting any information. Frantic office lady triumphantly informs me that the trusses will be delivered tomorrow. Containing my excitement, I reluctantly ask what the communication routine is supposed to be for this sort of thing. "You will get a text message with the driver's location shortly before delivery and call or text him from that point." Ok great, an automated system. Surely this will be a step up from the frantic not-my-fault communications I've received up to this point. Alas, that was not the case. I actually receive a call the next morning from the office lady. Things are already looking up. She informs me that the delivery should be made around mid-morning but that there are other stops so it may run slightly later. Working out of town, I ask my dad to coordinate delivery with the driver. He recruits and agrees to pay several people to help if needed as well. 11am rolls around and my dad wants to know if I've heard anything. I tell him I have not. I call and am told that he is running a bit behind and will now be there in the early afternoon. I relay this information to my father who is temporarily pacified and go about my work day. We repeat this circular routine until roughly 5pm when they close. No word from anyone until 6:10pm, when I receive the text notification that the driver is well over an hour away. Now, at our latitude in late October, that would mean he will arrive in the dark. Excellent news. The driver arrives at our place around 7:30pm, over his legal working hours and wants to unload thousands of pounds of trusses, in an area he has never seen, in the dark. There's more but I am at the character limit. you get theidea read more