Complaints

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

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  Forever Redwood

  33710 Annapolis Rd Annapolis, CA 95412-9740

• 

  Forever Redwood

  PO Box 19 Annapolis, CA 95412-0019

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:10/11/2023

  Type:Product 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.

  In June2022, my spouse *************************** spoke w/ *************************** of Forever Redwood (FR) &, impressed by their promises, hired FR to design, engineer, & install a pavilion, including roof cricket to connect to the house roof (order #******). A Boulder County building permit was required. County Planning gave us a list of specific information required & we sent it to FR. By October2022, concerned about lack of project progress & communication I called/emailed FR, & for 9 months they ignored inquiries until contacted 2-3 times. Then FR offered excuses, w/ promises we'd receive drawings next day/same week. We received nothing, or incomplete/erroneous drawings that couldn't be used. We never received information required by County Planning.FR, w/out asking first, shipped a large crate of concrete footings, which we've stored for a year+. This is a burden, esp. given my husbands failing health. In August 2023, I contacted FR & cancelled our contract prior to manufacturing.FR insensitively sent an email to my husband ONLY saying he was terminally ill. True, but cold & disrespectful: his very doctors don't speak this way.FR again emailed my husband ONLY, stating they were allowed to keep half the initial deposit (false) & asking him to approve additional costs of a ******* (which I specifically said in advance we would not pay for), & outsourced calculations (we never approved). These demands contradict FRs own Terms and Conditions on their invoice, which say at most they would be allowed half of a 20% deposit, or $4,946.16. FR has held almost $34,000 of our money for over a year. We tried to be professional & courteous in this situation, despite enormous burdens on our lives right now, but FR continues to keep our money. Were not asking for interest today, even though FR has had our money for over a year: we just want our money back.Forever Redwood has behaved in an unprofessional, incompetent and heartless manner. We want our due refund immediately.

  

  Business Response

  Date: 10/12/2023

  Hi *******************,

  We appreciate the opportunity to address your concerns and provide clarity regarding your project with Forever Redwood. We deeply regret any miscommunication and inconvenience you have experienced throughout this process. We are committed to finding a resolution that is fair and satisfactory to both parties.

  
  Firstly, we acknowledge the error in our communication regarding your husband's health, and we sincerely apologize for any distress this may have caused. That message was intended for internal use to inform our team of the urgency of this cancellation and not meant to be conveyed to your husband.

  
  Regarding the progress of your project, we have maintained records of all the structural calculations, plans and revisions that reflect the numerous changes that have occurred over the past year. We understand that these changes were primarily initiated from your end, and we appreciate your dedication to achieving the best possible outcome for your project. These alterations have, however, necessitated a considerable amount of time and resources on our part, including sending a ******* to verify measurements. We believe it's only fair that we address the associated costs incurred due to these changes.

  
  In accordance with our "Terms and Conditions," which were included in your invoice, we retain half of the initial deposit as specified. However, we are open to discussing a resolution that takes into account the specifics of your situation.

  
  Regarding the outsourced structural calculations, these are necessary for permitting and are typically the responsibility of the client. It is an industry-standard practice to bill clients for such third-party services.

  
  We understand your desire for a refund and are committed to finding a fair solution.

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20725072
  
  I am rejecting this response because:

  Forever Redwood (FR) has retained all of our funds even though they concede that they owe my family a refund.  We expect to receive immediately the amount that FR agree they owe to us.  They continue to tell us that their business is near-insolvent and is unable to return the money indisputably owed to us.  That is particularly concerning given what they have told my husband and me about recreational trips to ********* and a wedding. 
  FR also claims that the terms of the contract limit the amount of our refund.  (We disagree.)  However, even if that were the case, the terms only allow FR to keep half of a 20%deposit, which is a total of $4,946.16. That means that FR owes my family over $29,000.  However, FR claims they only owe $19,000.
  Third, after I informed the FR team of my husbands condition and the cancellation of the contract, the FR team emailed him without copying me in an attempt to obtain his consent to the costs of a ******* and billing for outsourced calculations. That documentation---in addition to other records that we have kept---confirms that the additional costs that FR is attempting to add to our bill after cancellation of the order are neither industry-standard nor already-agreed-to by my family.  Indeed,our documentation shows that we specifically told your company that we would not pay for the costs of the *******.
  Given that FR is continuing to retain almost $34,000 of our funds, we fear that their communication is disingenuous and misleading.  We are committed to ensuring that other customers are not similarly harmed by their companys unprofessional and discourteous practices.  

  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/31/2023

  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.

  On 12/16/2022 i started design process for a spa gazebo which included engineering drawings, local permit and white glove assemble. Total invoice of order is $46533.90. On 4/11/2023, i received written update on order, and up to date payment made at this time was $22692.53, this includes $13710.68 for material deposit, as per agreement for project to move forward. I was promised a 18 weeks timeline for delivery with the possibility of a 12 week timeline if full payment is made. On 5/4, my credit card was billed for additional $7947 without notification and no update was provided on my order. On 6/22 I was contacted by company, stating my delivery date can be reduce by 3 week earlier, if I paid $11094.25. I accepted this offer and was given new delivery date of 8/1/2023. I had no more communication from company. On 7/22 with my delivery date approaching and for planning purposes, i contacted company and they were first unresponsive ( it took 2 emails and 1 phone call) - but final i received a email stating they are "sorting and drying lumber for my order- They did not have the material- large timber- for making the gazebo". Apologies were made and I was given a new shipping date of 8/22. Once again the deadline arrived, I had no updates from company, so on 8/23 i sent 2 emails with no response. I email again on 8/28 then receive email stating my order is on the "cutting floor" and timeline for completion is now mid september . Forever redwood has been unresponsive and I have been mislead throughout this process and my confidence with the company is at low. I do not know what to believe with the information provided on 8/28 because, according to my invoice I was billed for material on 4/11, paid for production and construction 6/22, only to be told on 7/22 that company has no large timber supply. Obviously on 6/22 when the company called an offer 3 weeks earlier delivery, my order was not on the construction floor - this was just an intention to bill my account for another payment of $11094.25. To date I have paid $41733.90 of total $46533.90 invoice for a gazebo for which i no fix shipping date

  

  Business Response

  Date: 09/29/2023

  Hi ******,
  
  We are in touch with ******************. Her order is ready but it was late a few weeks. We plan to offer her a discount to resolve this issue. We'll fill out the response once she has agreed. Thank you!
  

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20547046

  I am rejecting this response because:

  Thank you for all the work you are doing on my behalf and unfortunately it is needed.

  To be clear I would really like the company to deliver as promised and am profoundly disappointed it is dragging on. I cant help but feel they never had an intention to deliver, they have broken the trust that should exist in this dynamic and I feel  all I am doing is funding their working capital for other customers. I need their action, not their words.

  I remain steadfast that an acceptable outcome is either a full refund or a fully installed gazebo as initially intended. I prefer the latter. As such I have also been in contact with ****** dispute was submitted to ******/14) to recoup all  funds paid to company since that leverage seems to be the only thing outside your intervention that gets the company to engage. If the company has intentions of delivering as promised I will gladly close the case. On 8/31/2023, company trying to collect the final  payment of  $4800,  ahead of the agreed upon milestones however gives me further pause regarding their intentions to deliver. The company had provided a detail invoice at the start of our agreement in Dec 2022, of which  $9800 is for  on-site installation, and by 8/31/2023 had not provided production updates, they had just provided shipping dates that have not be honored.  

  Since 9/14 , the company has been more communicative due to the added pressure but still no deliverable that is tangible and not a singe milestone that has been hit on time. There is no delivery date, no tracking number, no gazebo at my address and no date for installation. They are not a few weeks late but  many months late, a bad track record of communication without pressure and have collected money prior to hitting milestones.

  I will gladly close the case once the gazebo has been  delivered and  installed as per agreement

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/03/2023

  Hi ****,

  I hope this message finds you well. We would like to address your concerns regarding the delay in your order and the lack of responsiveness from our customer service team. Please accept our sincerest apologies for the inconvenience this has caused you.

  We acknowledge that we made a mistake in handling your order, and we take full responsibility for the delay and the communication issues you've experienced. This is not the level of service we strive to provide, and we deeply regret any frustration this situation may have caused.

  I want to assure you that your order is now complete and ready for shipment. Our team has been actively trying to contact you to discuss the next steps and coordinate the shipment.

  However, we understand that you may have had difficulty reaching us, and for that, we apologize. To ensure a smooth resolution, a dedicated team member will be reaching out to you again today. They will work closely with you to address any remaining concerns and finalize the shipment details.

  Once again, we apologize for any inconvenience this has caused, and we appreciate your patience and understanding as we work to rectify the situation.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20547046
  
  I am rejecting this response because:

  Thank you for the follow up

  We appreciate what the company has indicated in writing and if these items come to fruition, and our gazebo installed properly we would be happy to close the case.  We have been waiting for the company to step up and make this right. 

  As of 12 noon today, 10/4, all communications from the company have been emails incomplete informations and from different personnels, all personnel  seem confused about my order. I was advise on 9/26/2023 that my order would be shipped week at end of week, then on 10/3 another email stating "I will need to hire 2 additional persons to unload boxes from the delivery truck" (this was never mentioned before ), there was no information in the email on weight or number of boxes or arrival date of shipment. My order includes $9800 for "white gloves delivery and assemble, now we are  told "if and when delivery occurs it will be my responsibility to carry items from main road and placed items in  yard"- this is a new development?

    Thus far the information we are getting seems to not align with the company  committments and have even suggested the delivery could be further delayed and no firm date for delivery or when or how installation and quality control and passing local inspection will happen. Crickets.

  Today I received my first phone call from  the company stating  a single contact  as been assigned to my case, something long overdue. 

  They asked until Friday to get their next steps together. we are Ok waiting until Friday but  would like this not be closed. We are not confidence that they will follow thru, given my experience with this company

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In May of 2023 I paid $12,981 in full for a traditional garden pergola. After several back-and-forth exchanges with the design architect to correct errors, the final design was finished and I submitted it for a building permit.Much to my frustration, my neighborhood HOA did not approve the design. I told this to Forever Redwood and requested a quote for a different style pergola that would meet my HOAs requirements. I never heard back from them, so after pricing out the new (and much more expensive) pergola on my own, I decided it was too expensive to continue and I asked for a refund.The company responded. Rather than respect my wishes to get a refund, they instead continued redirecting me towards other design options or ignored me altogether. My email account is full of attempts to engage my pergola architect, the customer service department, and even the founder and *** about a refund, but each time I was either ignored, redirected, or stalled. Finally, having lost all my patience, I sent a email making it clear in no uncertain terms that if Forever Redwood did not issue a refund minus the cost of the engineering plans I would pursue other means to get my money back. That email included everyone I had contact with at the company from the *** to customer service as well as the design ******************************** has stopped responding to me altogether. They are still holding my $12,981 and will not refund it. Left with no choice I have referred the matter to the fraud department at my bank as well as the Sonoma County sheriffs office and the Better Business Bureau.For my $12,981, I have received one set of stamped structural plans as well as a design rendering which required multiple exchanges in order to correct errors. At this point, I believe the way I have been treated as a customer with each passing day warrants a full refund regardless of their usual policy concerning non-refundable deposits or stamped plans.

  

  Business Response

  Date: 08/29/2023

  Dear ****************,

  We greatly appreciate your willingness to work with us towards a resolution for your garden pergola project. We are pleased to hear that you have accepted our proposed resolution, and we are committed to finalizing this matter promptly.

  Upon receiving your confirmation of acceptance, we will initiate the refund process. We aim to ensure a smooth and efficient closure to the project. 

  We would like to take this opportunity to thank you for your feedback and for allowing us the chance to address your concerns. Your experience is important to us, and we are taking steps to learn from this and improve our services.

  We await your confirmation of acceptance of the resolution so that we can proceed with the necessary steps to process your refund.

  Thank you once again for your understanding and cooperation. We look forward to bringing this case to a positive conclusion.

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/20/2023

  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 ordered a white-washed standard redwood large oval picnic table in spring 2023 for about $3500. Within a few weeks of being here, it started leeching oil all over the table surfaces and onto my patio tiles. I contacted FR about it and they said it might not have been sealed properly and they would send a kit for me to sand it, reseal it, and paint it myself. After not getting the kit for a few weeks I followed up and started asking about the warrantee. FR said they forgot to send the kit and are sending it now. They also said that if I wasnt happy with my own repairs they would send a crew out to repair when in the area. I believe factually they are coming from ******.I tried to power wash the stains out of my patio tiles, but it didnt work. The patio is about 1 year old and the table was supposed to be the centerpiece of the beautiful patio, instead the table ruined it. I cant get anyone from customer service to respond to my concerns.

  

  Business Response

  Date: 07/23/2023

  Dear BBB,

  We will contact ************** and replace the table at no cost. Our warranty covers any issues like this. I do apologize for the slow roll but we'll get this handled shortly.

• Initial Complaint

  Date:02/01/2023

  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.

  I ordered a porch cover on 15 Jul 22 for ~$11,600 with $750 expedited shipping to have it delivered by the end of Sept so my husband could install it before deploying. They charged 2 payments without notice before my product was even manufactured. I emailed asking where it was and got a response on 22 Sept that it was delayed until the end of Oct. I requested to cancel at that point to which they responded they would keep the deposit and offered to upgrade the wood plus posts, refund the shipping fee, and install it for compensation. At the end of Oct we got a call from the freight company they use that we would need 5 strong people available on demand for a 5 hr window delivery to offload the porch with only one business day notice. They scheduled the installation for Nov 16 but we didnt receive all the pieces for the porch until Nov 22 after making repeated attempts to contact the freight company for delivery. They scheduled installation for Dec 16 then moved it to Dec 20.The installation team worked 1 and 1/2 a day leaving the roof unfinished in the middle of winter in ******* after the porch had already been buried in four feet of snow since early Dec. I was told they would reschedule in jan/Feb but they never returned my call. They also damaged roof materials we purchased separately for the it and didnt use the extra protective layers of wood we purchased for the roof. I was only refunded $350 of the $750 and told that I was charged for it being delivered in 12 weeks when the free delivery was 15 weeks but they didnt deliver all pieces until 14 weeks after the approved designs. (22 Jul) I voiced my complaints all along this timeline and was not offered any further resolution or compensation. Now, a month later the porch is falling apart. Therea rot on the roof that was exposed to the elements, footings and beams are separating. They have been unprofessional and delivered a faulty product leaving safety issues upon completion of their installation.

  

  Business Response

  Date: 02/02/2023

  Dear BBB,

   

  My ***** is getting bad advice from a local contractor. Her structure has a couple of minor aesthetic issues that need to be addressed. Our crew is in her town after flying up to do the work and she is denying them access. Her job is a custom job and we can't offer her a refund on it after it has been designed, built and assembled. We can fix it but now we have wasted a lot of money flying our team to her homestate and she is not allowing us to do the minor work that remains. If she files a chargeback we will of course document her refusal to let us finish the work and refute the silly self serving comments of her local contractor that doesn't know what he is talking about.

   

  At this point today, after speaking with ************** repeatedly, we have to send our crew out of state to their next job and are still willing at a later date to come out to finish the work that remains at great cost to us. If any part of her structure is unsafe at any point over the 10 year life of her warranty, we will replace it of course per her warranty but we can't respond to unfounded claims by her contractor that is interested in earning the business instead.

   

  *************************************************************************

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18966521
  
  I am rejecting this response because:

  If you are unwilling to refund the poor craftsmanship and installation of your product, I will consider allowing your team to come out to repair the cosmetic AND structural issues of the roof. I do expect the damaged wood to be replaced though since there is no way to repair swollen and fractured roof pieces. I will only consider this option as acceptable IF, you coordinate to schedule with me in advance that I may be present and address all the issues that I will have a second opinion of a different contractors assessment of the damages. I would also like to note that I expect this product to hold up to the standard and quality promised by Forever redwood  by their 10 year warranty, especially noting the snow load and weather I previously addressed with the engineer prior to approval. If there are following damages throughout the next 10 years the expectation is that each of?them will be addressed and repaired by forever redwood. 
  I would also like to address and draw attention to the rude, condescending and unprofessional response from the *** as a reflection of my experience with this company. *** wanted to cancel my order PRIOR to it being manufactured due to the significant delay after paying expedited shipping which I was never fully refunded. I gave this company NUMEROUS attempts to reconcile all of my concerns since Sept 22, each one disappointing further from failure for the company to do as promised. With deep regret I have given your company the benefit of the doubt and the only attempted resolution came only after I filed the BBB complaint with only a few hours notice of attempting to repair which I declined because of my work schedule. Its unreasonable to think I will be available at a monomers notice during normal business hours. I had also been waiting for over a month and a half for someone from this company to call with a second installation date to finish since they left the project unfinished in December due to weather. Also, the contractor that noted the damages was merely expressing concern for the quality and safety of the porch as he was on my property for a completely ape rate project. So he already had my business and would be unable to benefit from repairing or replacing my porch because he is booked out for an entire year. I plan to hire a second, different contractor, at my own expense, to ***** the damages to ensure that the forever redwood team properly addresses ALL the issues.
  
  Sincerely,
  
  ***********************