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Business Profile

Modular Buildings

Performance Log Finishers, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/13/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Estimator out 8/21
    Work done 6/22 7/22

    Met with owner and he promised utmost attention to detail. It's a $200k overall remodel, various contractors.

    * Poor communication.
    * Unskilled crew. One employee said he was 19 and this was his first real job. Log rot replacement requires extensive knowledge.
    * Damaged new porch
    * Ruined alarm system sensors
    * Lack of cover set off alarms and sent police and fire dept twice to home
    Once I showed the crew how to properly apply plastic and tape, alarms didn't sound again.
    * Improperly prepped home to protect against damage. Lack of care/concern.
    * Left a huge mess on side of home and went on vacation!
    * Employee stated he was so mad with owner they sent wrong size logs he threatened to quit. Purposely left his phone at office and took two additional vacations days, further delaying our project. Didn't show when scheduled.
    * Caused two outlets to now trip the breaker. Had to hire an electrician to trouble shoot.
    * Faulty window install warped & damaged as a result. Had to hire a contractor to replace.
    * Left staples in the koi pond.
    * Turned off electricity to koi pond pump to plug in their tools, depriving the koi of oxygen and nearly killing them.
    * Damaged brand new fence by leaning their ladders and other tools against them after being asked not to.
    * Damaged trim on storm door
    * Over billed hours for grinding. Office said they have a gps tracker. That just shows they were on site. Many times I bought them lunch and they ate in the company truck!
    They do not stand behind their word or their work. We asked for photos of window and electrical install to find the error, the requests go unanswered. This is very disappointing. We trusted them.

    Business Response

    Date: 09/26/2022

    Business Response /* (1000, 6, 2022/08/29) */
    Ms. ***************
    Consumer Affairs Representative
    BBB Case #******** -********

    Dear Ms. *******:

    We have received Mr. and Mrs.********'s (Owners) complaint. I have discussed the Owners' concerns with Mr. Ian W*****, Owner of Performance Log Finishers (PLF), and Mr. Carlos R*****, Crew Lead. I also reviewed our notes and emails.

    Regarding Owners' complaints about poor communication: Please note that Owners' tracked me down via my personal Facebook page and tried to have a business discussion on that forum. I blocked her from my personal page as I do not respond to work items on my Facebook. Owners' were able to find Mr. W*****'s personal cell phone and attempted to communicate with him. Owners were told several times by both Mr. W***** and the office staff to only speak with the office during regular office hours.

    Regarding Owners' complaint about the age and inexperience of crew members: Please note that Crew Lead R***** has been with PLF for over five years and has extensive log home knowledge and expertise. The two (2) crew members had been with PLF for almost a year. Both received their training from Crew Lead R***** and Mr. W*****. The ages of the crew members and their backgrounds do not have any bearing on determining the ability to learn the process. This is a specialized industry, and all new hires have to be trained and learn on the job.

    Regarding Owners' complaints about home preparation: Please note that the crew provided additional prep/plastic to help avoid debris entering the home. We did not charge for this extra amount of supplies requested by the Owners.

    Regarding Owners' complaint about two outlets tripping a breaker: Please note that there was an outlet that ran through the full log that we removed and replaced. Our crews are not electricians. Crew Lead R***** used the same wiring that was running through the prior log. Owners did not mention a breaker tripping, nor did they notate it on the final walk-through documentation. Please see the attached.

    Regarding Owners' complaint about a faulty window installation: Please note that our original bid included window replacements. Owners felt our price was too high and declined that option. The area with the rot repair necessitated removing their current window. It is our standard procedure to reinstall the window that we had removed. However, the Owners insisted that we install the new window that they provided. We did not have anything to do with measuring the new window to be sure it would fit in the opening that the prior window used. Crew Lead R***** tested the operation of the window when he installed it. If Owners felt that the window was improperly installed, they should have notated it on the final walk-through documentation. Please see the attached.

    Regarding Owners' complaints about damage to their porch, koi pond, fence, and storm door: Please note that Owners completed a Final Walk-through with Crew Lead and signed our contract stating that there was not any damage done during the repair process. We do not know if these items were damaged prior to the start of the project, during a storm, done by other contractors, Owners hired to work on their home, or by the Owners themselves. If Owners felt PLF Crew did the damages, then they should have notated it on the final walk-through documentation. Please see the attached.

    We do not have any photos to show the exact processes used for the outlet or window installation.
    Regarding Owners' complaint about alarm sensors: Owners' did not mention that they had an alarm system on their list of special instructions/concerns on page 3 of their signed contract. Our crews are not trained in the various alarm systems that may be used by our homeowners. Owners did not alert the team on how the system functions. Owners did not turn off their alarm systems during the repair process. If Owners felt that PLF Crew did the damage, then they should have notated it on the final walk-through documentation. Please see the attached.

    Regarding Owners' complaint about billed hours for grinding: Owners stated that they felt the grinding hours were only 44 hours and our records indicated it was 54 hours. After a little back and forth, we agreed to a Customer Satisfaction Discount and emailed a Paid-in-Full Receipt. Please see the attached.

    Regarding Owners' comment regarding a mess on the side of the home during vacation and leaving his phone at the office: Please note that this is the first time PLF has heard about a "huge mess" left during the break. As it is now two (2) months later, and the job site has been cleaned up, we do not have any comment as to the mess. Our entire company has an annual shutdown for the July 4th holiday. Crew leads are not required to bring their company cell phones on their holiday break. Crew Lead R***** did take an extra unplanned two (2) days for his break due to a flight cancelation.

    Regarding Owners' comment regarding buying the crew lunch and they ate in the truck: Please note, that buying lunch for the crew is not expected or required in our contract. Owners bought the crew lunch on their own. As to them eating in the truck, we are not sure what is meant/implied by this comment.

    In conclusion, PLF stands by its contract and crew. We completed the contract terms of Rot Repair and the Change Order Terms of House Grinding Hours. We provided a Customer Satisfaction Discount, which has been accepted by the Owners. Therefore, a refund is not warranted and will not be forthcoming. Please close this case.

    Sincerely yours,
    Danielle S**********
    Office Manager
    Performance Log Finishers, LLC


    Attached documents:
    1. Signed Contract dated November 5, 2021
    2. Signed Change Order dated July 14, 2022
    3. Final Walk-Through document dated July 23, 2022
    4. Receipt ********* for Final Paid-in-Full dated July 26, 2022

Performance Log Finishers, LLC is NOT a BBB Accredited Business.

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