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:02/05/2023

  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.

  My wife and I contracted with Log Cabin Home Repair to build a cabin for us in ********, WV.
  Everything started out great as we paid the deposit, some change order bills and ultimately for our log package. Fortunately, we paid some of the subcontractors, site developer, architect and foundation wall company, directly to get the plans, site development and foundation wall work completed.
  This is when it began to get difficult to reach LCHR’s contact, ***** ******. We only got excuse after excuse for delays and then nothing at all since an October 1 text stating, “Will update you shortly. My husband is now back home and I am back working.”
  Despite numerous attempts to call, only a busy signal on work number and voicemail or “voicemail full” on her cell number and text, we have received no contact from Terri or her company. We have contacted the architect and he said that she is still in business and has contacted him regarding other projects.
  When we originally contracted with LCHR in April 2021 the contract stated that the project would be completed 5-6 months after issuance of permit. Now after almost two years the only work that has been completed is what we have subcontracted on our own.
  We requested multiple times to receive copies of the purchase order, proof of purchase or anything indicating that the log package had been ordered but that was never provided.
  The contract also states that the initial deposit would be refunded if the project was not completed.
  At this point, LCHR has not delivered anything beyond undelivered promises! We have tried to contact ***** ****** and get our cabin project moving forward but have not been successful in reaching her let alone getting any work done on our cabin project!
  We would NOT recommend anyone doing business with this company!

  Business Response

  Date: 02/19/2023

  Our Client Mr **** did purchase and contract with us to build his log home in West Virginia.

  Our company did work with Mr **** to move forward with the project and ******** **** Foundations were set. Our company also provided numerous quotes for windows, doors, fireplace unit and other items that the client wanted to review. Many of these items were never selected and there were many delays in obtaining some items due to Covid. Numerous trips were made to the site to meet with site work contractors, plumbers and concrete contractors.

  Our company also connected Mr **** to an engineer to coordinate all plan work from design to final plans, Due to the jobsite  location and Supply Chain Issues due to Covid 19 the project could not move forward as quickly as planned. The client was notified that we would have to move forward  on all projects based on first come first serve due to material delays.  There were delays in getting actual logs for the project. Logs were ordered and paid for to complete the project but the supplier was unable to fill the order. The information and contact person for the order was given to Mr ****s.

  In reference to Mr ****'s statement that we made excuses, we simply were attempting to be honest concerning the current challenges due to Covid. We have limited suppliers, workers and were unable to even get gas tanks from local utility companies for heating in the area for several months.  I did personally have family struggling with health care issues during this time which seems to upset our client. We will be glad to review a billing adjustment and/or try to assist the client with portions of the build if we can be of service.

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There are facts that are not or incorrectly represented by LHRRS. 
  
  It is correct that we contracted with LHRRS on 5/25/2021 to build our Log Cabin. We made payments for Deposit, Change Orders, Foundation Walls and Floor System and Milling Payment for Log Order. 
  
  In the contract it states Deposit is “due at execution of construction contract (non-refundable unless contractor is unable to perform contract). Project to be scheduled 2021/2022”. At this point 2022 has come and gone and the only work that has been done by LHRRS has performed is the erecting of the ******** Walls for the foundation which was completed in October 2021. Now it is March 2023 and no further work has been completed by LHRRS despite our having wired funds “at completion of Foundation to order floor system and milling payment for log order”. This was despite the rough in plumbing not having been completed nor the concrete slab having been poured. No logs were ever delivered and despite numerous requests for copies of Purchase Orders and/or Invoices from the log supplier, none was provided. 

  During this lapse in time, the ******** Walls suffered damage that we had to pay to have remediated. LHRRS was notified and sent pictures of the damage but made no efforts to help with correcting the issue or attempt to proceed with construction to allow backfilling and avoid further damage. 
  
  We have made many attempts to reach LHRRS via phone (office and mobile), email and text with little to any response from LHRRS with the last reply (from October 1, 2022) being noted in my initial complaint. 
  Yes, quotes were provided for items related to our cabin for review but additional quotes were promised and not provided. This did not allow us to make decisions on windows, doors, etc.

  The reference to not being able to get a heating tank may be true for LHRRS but I was able to reach Southern States and was notified when a tank was available but due to the lack of progress by LHRRS, we had to give that tank up. 
  

  We have tried to work with LHRRS but have found the lack of progress and lack of communication unconscionable. Since we have not heard anything since October 1, we have gotten foundation wall damage repaired, rough in plumbing completed, concrete poured and initial construction of the center load bearing wall and main floor system. 
  

  We feel that we are entitled to significant refunds of deposit and payments provided due to lack of performance. LHRRS initially told us that it was likely that we could get married in our cabin before the end of 2021. Obviously, that was not possible! The contract states that “Contractor estimates that the construction time will be approximately 5-6 months from Permit approval”. We are now over 21 months out from Contract Execution with LHRRS not having done any work since October 2021 and no response other than replying to my original complaint to the BBB four weeks ago. We would be happy to work toward a resolution with LHRRS but they would have to answer the phone, return a call or reply to a text for that to proceed.

  Please respond to us!!!

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

• Initial Complaint

  Date:12/02/2022

  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.

  On May 2, 2022, I paid a deposit of $2,291.26 to Log Home Restoration Services for specific repairs to be done on my home which was estimated to have totalled $15,275.04 when completed. They had worked for me several times in the past 25 years, so I had no qualms about making this advanced payment. I have the receipt for payment, but after 7 months NO work has been done. When I called the business at ************ or e-mailed them at ************************ ************************* was always pleasant and assured me that I had not been forgotten and that she would soon be back in touch with me about the start date. In the last few weeks, all calls have been sent to voice mail and no calls have been returned to me. Her last e-mail correspondence with me was on 9/20/2022, in which she said, "My family will continue to do good work for you, I promise. We will be in touch." I have received no response to my last e-mail of 11/11/2022. I see that the address on the receipt of 5/2/2022 is *********************************************************************************************** which is different from the address listed here on your listing. I want the deposit or $2,291.26 returned to me. ****************************

  Business Response

  Date: 12/08/2022

  We did contract to do work for ***************  We have worked for her multiple times in the past and I believe she has been pleased with our work.  We have every intention of completing her project.  We are experiencing a shortage in staff and delays in materials.  We let all clients know when contracting that we are scheduled aways out.  
  
  
  We propose being allowed until early Spring (if not sooner) to get the work done or we will be willing to refund her deposit.  We would like to continue working for ************** as she is a valued customer.  

  As far as my communications, my young son and I have been sick for over a month, and I have been a little late responding, so I apologize for that.

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

  Customer Answer

  Date: 12/08/2022

   
  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,
  
  *************************

  Customer Answer

  Date: 07/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: 

  

  *************************	Jul 19, 2023, 11:34 AM (21 hours ago)
  tome

  On 12/2/2022, I filed the original complaint with BBB regarding my attempts to receive a refund of $2,291.26 deposit paid on May 2, 2022, for services never received from Log Home Repair & Restoration Services, **** **** ************** Rd, *********, ** (Case #********).  The owner was contacted by BBB and a letter of flimsy response came to BBB from the business owner.  I was asked by BBB if I was willing to give them another opportunity to remedy the situation.  I agreed, but no work has been scheduled, no contact made to me, and no refund has been received.  On the BBB site, it would appear that the case was satisfactorily resolved, when in fact there has been absolutely no resolution....over 14 months after the company received my $2,291.26 deposit.  As a widow living on a fixed income, I need to received a refund of my deposit, but most importantly I want other log home owners to be warned to avoid dealing with this company.    

  

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

• Initial Complaint

  Date:11/29/2022

  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.

  Curiously Log Home Repair & Restoration Services, Inc. came recommended to us and we contracted with them in May 17, 2022 to repair bee damage to our log home. We also were going to have them repair some other wood and re-stain the house and clean and stain the deck. We put a downpayment of $1,500 on June 1st to secure a work date in August 2022. August came and went. Most communications (phone and email) went unanswered. When they did respond there was always a reason for the delay in getting the work done. We bent over backwards and showed extreme patience with them choosing to believe their word was true and the work would get done. September came and went. October came and went, November has come and gone. Calls and emails have been ignored the whole time. We even submitted a form for a job request that that did respond to (not knowing it was us just trying to get any kind of response). I never filed a BBB complaint before but feel warranted in this case. What Log Home Repair & Restoration Services doesn't seem to understand is our willingness to be patient and that we just want communication and a hard date when we could get the work done. Zero communication is unacceptable and leaves us with no other conclusion that our work was never going to be done and that pursuing a refund is our only option. Our trust has been irrevocably broken - just because they won't talk to us. My advice to others - Avoid Log Home Repair & Restoration Services, Inc. but if you choose to do business with Log Home Repair & Restoration Services, DO NOT put any downpayment.

  Business Response

  Date: 12/06/2022

  We are attaching a copy of our contract concerning the **** project.  We have many contracts and work is scheduled on a first come first serve basis based on when the contract is signed.

  Due to current and continuing labor shortages and supply chain issues, our schedules have been delayed. We try our best to cover these scheduling issues contractually as no start date for the work can be guaranteed. We also have to be sensitive to weather as it greatly affects our schedule.

  It is unfortunate that *********** does not want us to complete the work now as we would have certainly done an excellent job for him. We have been in business for over 25 years and strive to treat our customers fairly and provide excellent service. We have thousands of satified clients but there are always a few that just cannot be satisfied.

  We would like *********** to reconsider his position, but we have no problem refunding his down payment,  He has already disputed his down payment with the credit card company who has already reached out to us concerning his refund.

  We wish *********** and his family the best and hope he can find another contractor to complete the work.