Complaints

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:08/19/2024

  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.

  I engaged with the company in January 2024 to build some shelving for my bathroom and kitchen. I sent pictures and measurements to which I was given a written quote of $860. The company needed a 35% deposit to buy the materials and I sent the $301 as requested with the project start date of 3rd week March. Around mid April I reached out to the owner, ******** and he said they were really busy and behind but he would come out on a Saturday to complete the work. He never showed. I requested a refund through the person that sent me the invoice (***************************) and said I would get a refund of my deposit, which I never got. I email once a week and no response. This company has not provided me what I paid for nor has it given me a refund.

  Business Response

  Date: 09/15/2024

  We would like to come and do the requested work if possible 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22163796
  
  I am rejecting this response because: I had the work done by someone else (8 months later) and want the refund of deposit!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/28/2024

  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.

  I contracted and paid a deposit with For the Love of Lumber o 10/29/2023. The custom desk and bookshelf with built in dog crates was estimated to begin the first week in January 2024. Finally, after explaining that I was paying for a storage unit for my items until the completion of the project, the work started 3/6/24 and completed in 3/21/24. A few days after transitioning my dogs to the new crate I came home and one of my dogs head was stuck between the bars on the crate- the spacing is to wide. I contacted ******* w/ FTLOL on 4/15/24. ******* stated that he would make the correction with new doors. On Tuesday 4/30/24 he measured the space and stated he would be back on Friday. After many attempts of communication I still do not have the new doors with the safe spacing. I have reached out by text, ******** messenger and phone calls. I am no longer getting a response. The last reply that I received is "we are working on your stuff" on 6/11/24. I would like a $500 refund so that I can make other arrangements for repair.

  Business Response

  Date: 07/11/2024

  I am willing to fix the gate but need time. Her dog was in distress from being in the crate and was chewing all over the gate. I dont mind fixing it but I feel this is more of the customer and the dogs issue as we did discuss spacing for the dog and the materials used. I will fix it to make the customer happy but again I need time . And after this fix what happens with the dog if it chews it up thats on the customer 

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 21917030
  
  I am rejecting this response because:

  Unfortunately, I did not see the message from the
  contractor on July 12 with the status that he would repair the problem but
  he needs time. He has been telling me that since I reported it the issue on
  April 15th.
  I appreciate your assistance, and I hope that I get the problem resolved. If
  theres anything that you can do to reach out to him that would be great. I
  do not think that he will respond to my text or messages. He has not in the
  past.
  
  I did contact a different contractor to build a new gate but they were not
  interested as the opening was not square and the measurements were *****
  (see photo below).   I wholeheartedly believe that ******* with FTLOL needs
  to make it right in a reasonable amount of time, 30 days.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Sept 20, 2023, I was quoted $4100 for the tv accent wall with fireplace to be installed in our living area. A deposit of $1435 was paid to the company on the same day. Initial schedule of work was advised to be second week of November. I was advised that someone will come to our house to look at the area where the build will be done. I had to follow up as we were nearing the date of build and no one from the company has reached out to me yet. I had to be the one to proactively reach out to this company asking the schedule only to be given excuses which ultimately delayed the planning. At this point and due to the lack and delay of communication, I already advised that I want to cancel and get my deposit refunded but they were apologetic and advised that we can start the construction after Thanksgiving to which I have agreed. Thanksgiving passed and was then advised that they will only be able to start in Dec which then coincide with our vacation plans. I was then offered the refund of the deposit and I agreed. I have then been following up on the deposit only to be given week after week and months after months of empty promises. Fast forward of months of follow *** and finally on March 13, 2024 I received some of my deposit back ($400) but after then, until now, have been promised to deposit/mail/drop off the remaining deposit amount because apparently, Zelle, Venmo, Paypal have been discontinued (?). I have been following up but I am not getting any response now and when I do, will be told that they are waiting to get paid to give me my money back. Still waiting. I see that their LLC is showing as inactive (pending reinstatement) in **************** of Corporations since Oct 2, 2023, yet they are still doing business?

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 paid this company a $1000 deposit for a pantry remodel. We scheduled a date and the night before they were supposed to show up I contacted them to find out what time to expect someone the next day. They informed me at that point that they wouldnt be coming and asked to reschedule for the following week. Again they never showed up or contacted me to let me know they wouldnt be coming. They finally agreed to return my deposit. However this never happened either. They sent $200 after around 3 weeks of promising different days that it would be returned and never following through. They still owe me $800 and they are no longer answering my texts/messages. Trying to resolve this without involving my attorney which will end up costing them far more than $800. Theyve now had my money for 2.5 months.

  Business Response

  Date: 05/03/2024

  We will be returning deposit next week by 5/11/24

  Customer Answer

  Date: 05/12/2024

   
  Complaint: 21576821
  
  I am rejecting this response because: today is the 12th and the $800 they owe me still has not been returned. 

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

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21576821
  
  I am rejecting this response because: I still have not received the $800 back 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/28/2024

  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.

  We contacted For The Love of Lumber for work in our home on June 27th, 2023.On June 28th, they gave us a quote of $4400 for a living room built-in and $4200 for a front room built-in. $299 for a coffee table, $699 for a dining room table. On June 29th, a deposit of $1919 was made. The promised start date was the first week of September, 2023. After multiple calls and back-and-forth communication and many excuses, the actual start date was October 16th, 2023. The promised amount of time to complete the job was approximately 3 days for the living room built-in, and an additional approximate 4 days for the front room built-in and a few additional days for furniture at most. It took approximately 3 weeks to complete the living room built-in alone.******* showed up late every single day and then missed an entire week due to being sick. Upon return from being sick, he was late every day and only worked a few hours per day, resulting in the job taking much much longer than expected.Due to this large inconvenience and many broken promises, we decided not to have For The Love of Lumber complete the job in the front room. We did not want to continue dealing with the unprofessional behavior and constant inconveniences.The dining room table and coffee table were not what we expected. We were promised that they would bring stain to show us what it would look like in our home and they never did, they instead sent us photos of what it might look like. They had to bring the dining and coffee table back to re stain them, and this was after we had to personally find our own stain that we like. They charged us additional money for this although it was their fault.We have asked for a refund for the undone front room build many times.They have given us $500.They owe us $691. We paid money towards the front room build in advance, and although we quickly decided not to move forward with it, they could not fully pay us back.

  Business Response

  Date: 01/29/2024

  While some of this complaint is accurate some is not. Our schedule has been very hairy lately and I do apologize for the inconvenience and unprofessional schedule. The stain for the dining table and coffee table was out of my control. I brought them a bunch of stain samples and even left them with the customers and also sent multiple pictures of the products before delivery to which they claimed to love. They got a solid wood coffee table for $300 and again, they loved it when it was dropped off. As far as the second unit install it was Halloween day and they knew I had an obligation at my sons school, I believe it was about lack of funding and not completely the inconvenience because every time I was there they were nice and stated they were understanding. Their money of $691 will be refunded but some times you unfortunately cannot please everyone and I believe this is the case. My schedule may not be the best but the work I completed for that price point I truly dont believe could be beat. When I do refund the $691 I hope to see this resolved and look forward to seeing if they admit that I reconciled the situation. I have things in my personal life that require my schedule to not be 8 am- 5 pm , that is why I work for myself. Because I need that leeway. 

  Business Response

  Date: 01/29/2024

  While some of this complaint is accurate some is not. Our schedule has been very hairy lately and I do apologize for the inconvenience and unprofessional schedule. The stain for the dining table and coffee table was out of my control. I brought them a bunch of stain samples and even left them with the customers and also sent multiple pictures of the products before delivery to which they claimed to love. They got a solid wood coffee table for $300 and again, they loved it when it was dropped off. As far as the second unit install it was Halloween day and they knew I had an obligation at my sons school, I believe it was about lack of funding and not completely the inconvenience because every time I was there they were nice and stated they were understanding. Their money of $691 will be refunded but some times you unfortunately cannot please everyone and I believe this is the case. My schedule may not be the best but the work I completed for that price point I truly dont believe could be beat. When I do refund the $691 I hope to see this resolved and look forward to seeing if they admit that I reconciled the situation. I have things in my personal life that require my schedule to not be 8 am- 5 pm , that is why I work for myself. Because I need that leeway. 

  Business Response

  Date: 01/29/2024

  While some of this complaint is accurate some is not. Our schedule has been very hairy lately and I do apologize for the inconvenience and unprofessional schedule. The stain for the dining table and coffee table was out of my control. I brought them a bunch of stain samples and even left them with the customers and also sent multiple pictures of the products before delivery to which they claimed to love. They got a solid wood coffee table for $300 and again, they loved it when it was dropped off. As far as the second unit install it was Halloween day and they knew I had an obligation at my sons school, I believe it was about lack of funding and not completely the inconvenience because every time I was there they were nice and stated they were understanding. Their money of $691 will be refunded but some times you unfortunately cannot please everyone and I believe this is the case. My schedule may not be the best but the work I completed for that price point I truly dont believe could be beat. When I do refund the $691 I hope to see this resolved and look forward to seeing if they admit that I reconciled the situation. I have things in my personal life that require my schedule to not be 8 am- 5 pm , that is why I work for myself. Because I need that leeway. 

  Business Response

  Date: 01/29/2024

  While some of this complaint is accurate some is not. Our schedule has been very hairy lately and I do apologize for the inconvenience and unprofessional schedule. The stain for the dining table and coffee table was out of my control. I brought them a bunch of stain samples and even left them with the customers and also sent multiple pictures of the products before delivery to which they claimed to love. They got a solid wood coffee table for $300 and again, they loved it when it was dropped off. As far as the second unit install it was Halloween day and they knew I had an obligation at my sons school, I believe it was about lack of funding and not completely the inconvenience because every time I was there they were nice and stated they were understanding. Their money of $691 will be refunded but some times you unfortunately cannot please everyone and I believe this is the case. My schedule may not be the best but the work I completed for that price point I truly dont believe could be beat. When I do refund the $691 I hope to see this resolved and look forward to seeing if they admit that I reconciled the situation. I have things in my personal life that require my schedule to not be 8 am- 5 pm , that is why I work for myself. Because I need that leeway. 

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My wife and I were quoted for accent walls for our home and a 35 % deposit was paid in the end of Sept 2023. Project was supposed to start the first week of November. Contractor was scheduled to come to the home at the end of October 2023 to go over final details of project. My wife and I reached out to contractor on October 22nd who told us that he would be by our home on Oct 24th. He did not show up to our home and we called him but was unable to reach him. He finally texted my wife back on Nov 1st ****************************** the middle of working and would call us at the end of the day. He never called us back. My wife texted him on Nov 2nd. He texted my wife back on Nov 2 stating that he was very busy and was unsure when our project would be completed. My wife then asked for refund of deposit and contractor stated that we would receive refund for deposit in **** business days. We have yet to receive deposit back. My wife and I have called contractor numerous times but have been unable to reach him.

• Initial Complaint

  Date:11/15/2023

  Type:Order 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.

  Paid in full a few custom home wood installations in August, 2023. Completed all except one job which was wrapping a pillar in stone for $300. We want a refund for that. Also the bench for a drop zone is not quality, the wood is super shiny, has a bubble and an unsightly seam down the middle, poor craftsmanship. But the worst is that since Im paid in full they have put me off for 3 months as a low prioritization, blowing me off several times. I want the bench fixed ASAP.

  Business Response

  Date: 11/28/2023

  Customer was happy with jobs until we fell into a disagreement regarding the last project which was to put stone on pillars out front. I priced the job low because I was going to be on site and could put it up quickly but then it got carried away to where it would not make sense for our company. Client asked us to pick up stone which is 45 minutes each way totaling an hour and 30 minutes. I originally agreed to pick it up until I realized it was a big feat in which I didnt have time for. The customer kept insisting that we pick it up and when we officially said no she cancelled and start degrading all past jobs. I have screen shots of her originally telling us she loved everything and quote we are the best etc. 

  I did go and fix the bench and completely replaced it with a new top to her satisfaction 

  I also have proof and on invoice it was stated customer would pick up stone 

  I was willing to meet her half way and give her $150 and she is not happy with this

  this has been a long drawn out process and we want to be done with it but it has to be fair to all parties 

   

  Customer Answer

  Date: 12/05/2023

   
  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.
  

  The letter response was completely one-sided embellishments but they fixed the bench and refunded the $300 so we can close this. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted For the Love of Lumber July 29th to see if they could build an entertainment center in my house after I had hired another contractor that had no experience. I sent them pictures of the previous work done and what I wanted done. They called me immediately and said they could do the work and the person I had hired didnt seem to know what he was doing. They explained they worked with an electrician that did lights as I wanted lights under every shelf, as pictured on the previous work done. They pressured me into putting a deposit on the same day by saying they would give me a 10% discount if I booked it that same day and since I had just lost 3k with the first contractor any money saved at that point seemed like a good idea. They started on a Saturday, immediately said he didnt do electrical work. But then later said he worked with an electrician, but then said his electrician wouldnt touch this job because of the liability of the previous work done (there was one wire hanging from the ceiling, not attached to anything that I later pulled myself). Then they changed to saying theyll no longer offer jobs with lights. Ok.When they came back Sunday I noticed one side of the shelf was 2 wider the the other, and the 3 cabinets were all different sizes. I pointed it out, he seemed upset but fixed it. Left for the day. No details on how the sides would look, how the top of the unit would look, how the bottom would look. And that at point I was concerned and I started to say everything I wanted because I didnt want him to just build what he wanted. He wasnt building what the picture looked like in my opinion. So then he asked if he could come get a tool he needed, instead he got every single tool he had here and never came back. Never finished the job, I was at one point just willing to let him do whatever they wanted to get the job finished. But I just want my money back. Ive been asking for over a month and they cant come up with a number to refund me.

• Initial Complaint

  Date:06/20/2023

  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.

  I saw a piece of furniture advertised by this company online and they told me to give them a deposit ($630 on Oct 2, 2022) to make it and then pay the remaining amount before delivery which I paid Nov 11th $1170. They have drug out making this item with excuses since last year and I either want the piece I have a picture of or my money back.

  Customer Answer

  Date: 07/06/2023

   
  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.

  The remainder of the money owed was paid to me almost a year later and the business threatened me after I contacted the BBB only after they stopped communicating with me about the theft of the money.  I am satisfied with the refund and they are lucky this did not go to court.   
  
  Stewart  

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