We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pet Kennels

Wood Grain Customs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Kennels.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 and paid 50 percent down for a custom dog crate. I paid $1090.00 as agreed upon for 12 week turn around for delivery. That was June 2022. It is now June 2023, no delivery. I have attempted contact several times and at first was told due to illness, etc... that they were behind. Now I don't even get an answer. This is the worst company to do business with. What an absolute scam they are running. This is theft, plain and simple. If anyone knows what I can do to get my money back please tell me.

  • Initial Complaint

    Date:05/24/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 the company on November 19, 2022 about purchasing some of their products, a matching set of dog kennel nightstands. They got back to me within 3 days and we discussed customizations (size, color, etc.) as well as shipping and delivery fees. On December 3, 2022 I paid for 50% of the order via Square invoice, a total of $554.50. That was the last communication I received. A few months later, I emailed asking for an estimated delivery. I received no response. The company's website and shop have now been taken down. I have sent 6 emails since then and called the phone number 5 times. No one has returned any of my communication.

  • Initial Complaint

    Date:01/24/2023

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Ordered a custom kennel for our dog. We were told to pay 50% of the total cost as a deposit, which I felt is reasonable. Paid $670 on August 19th 2022. We were told the kennel would be ready **** weeks from that date, so Oct 21st 2022 to Nov 18th 2022 from the date the invoice was paid. Towards the end of October I emailed asking if the kennel was about ready and at first didnt get a response for about a week. Emailed again and finally got a response explaining they apparently went from a shop to building out of their home to cut costs. They had also been sick or something and were way behind on orders and they would update soon. Never got an update. I initiated the communication with them again didnt hear back. Told them if I didnt hear back in the next day I would contact authorities/local news station to report them and try to get help to recuperate our money. Finally heard back and got other excuses that they had more issues for some reason and were still behind on orders. We were told they were working hard to get them out and she would try to get us our kennel the week after Christmas 2022. That did not happen. No surprise. I texted her again at ***************** (which she had texted me back from so its a legit number). The home address she gave that they were working out of was ******************************** in ***** ********. The owners name is apparently *************************** and when you look her up it checks out that she lives there and her phone number is legit. They are just a horrible business and dont know how its taking this long. She is not responding anymore to my communications and the Wood Grain Customs website wgcokc.com is now under construction so I cant go there and request a refund. Im at a loss what to do. I even told her I saw other horrible reviews on BBB and she said theyve sent out over 400 kennels and only had a few bad reviews. I doubt this to be true.

    Business Response

    Date: 03/09/2023

    Despite the business not responding to the BBB, the owner *************************** finally texted me back and completed our order, albeit over 3 months past the latest delivery date of around November 18th promised to us. 

     

    She even agreed to discount further the custom dog kennel we ordered. It was already at a 20% discounted rate, but she took off nearly $200 more when I asked, as we had been patient and trusted her to finally come through with the kennel somehow. 

     

    We finally got the kennel on 2-26-2023. 

     

    Its a legit business after all. Kennel is actually really high quality. Not cheaply made. Just very poor customer service and communication by the owner.

  • Initial Complaint

    Date:11/24/2022

    Type:Product Issues
    Status:
    Unanswered
    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 reached out to the team at WGC for a custom dog kennel for my dogs. They were responsive at first and very engaged. We agreed on $1950 and I sent a deposit of $975. The approximate delivery time was **** weeks. It is not November 24 and they have not been engaged, responsive or helpful. The business hasn't provided me updates or communicated. This is a fraudulent operation and they continue to steal money from innocent dog owners. I have lost months waiting for ******* and delayed other work because we've been waiting for them. Very disappointing. Consistent with other complaints I have read. They should be fined, I would like my money back or at the very least prove that they're working on them.

Wood Grain Customs is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.