Complaints

This profile includes complaints for Log & Timber WORX's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Log & Timber WORX

  2867 W Mosby Rd Harrisonburg, VA 22801-4542

• 

  Log & Timber WORX

  3400 Cross Keys Rd Rockingham, VA 22801

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:10/03/2023

  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.

  We hired Timber Worx to clean, stain and seal our log home (Est. Completion Aug 2023). The home had minor damage from carpenter bees/woodpeckers in the eaves. The owner (Dan) recommended an additive to the sealer to discourage insects. Within a week we noticed something had chewed the finish off the wood in spots covering an area about 1' x 3 '. We considered it to be an isolated incident and did not report it. Over the course of the next week, I noticed a few more spots so I took photos and called "Dan", I explained that something was chewing on our home, his response was for me to hire an animal control service. I stated that our home is 23 years old, we have lived in it for 8 years and we have never had a problem like this until now, he replied that he used the stain that we told him was on the house so there's nothing about the stain that could be attracting the squirrels to chew on it and that we just have a new squirrel that likes chewing on wood, he reiterated that we had to get rid of the squirrel(s) and to call animal control. I ended the call and reviewed our contract which called for the additive NBS 30 to be applied, while researching the product, I noticed that the safety sheet says one of the characteristics is a "Sweet Citrus & Grassy" odor. At this point we now have 7-8 spots where squirrels and ground squirrels are chewing on the wood until they get through the stain to bare wood, then they move on to a new freshly stained area. I called Dan and shared my concern about the additive attracting the rodents, he dismissed my concern and said his company is under no obligation to do anything about my problem and that I need to call animal control. I also mentioned that our home like most log homes is in a wooded area so removing the squirrels in not practical and that I have roughly 1,000 sqft of wooden deck on the home that he did not stain and nothing is chewing on that wood. I'm seeking a repair to the damage and a solution to stop further damage.

  Business Response

  Date: 10/25/2023

  We hope this message finds you well, and we would like to address a recent customer concern related to our log home staining and NBS-30 application service. The ********* recently reported a problem with squirrels gnawing on their log home after we applied a protective coating and NBS-30, which contains citronella and is known for its pest-deterrent properties, including rodent activity. The manufacturer of NBS-30, Outlast, has documented its effectiveness in deterring various pests, including rodents. See here. In our efforts to address this issue, we made attempts to reach out to the ********* through phone calls and emails, but regrettably, we have not received any response from them. We remain committed to resolving this situation and ensuring their satisfaction.In an attempt to mitigate the problem, we also sent salt licks to the ********** address, as this is a method that can help deter squirrels and redirect their gnawing tendencies away from the log home. Our aim is to provide the best possible solution for both parties. We understand the frustration that the ********* have experienced, and we are determined to work with them to resolve this matter promptly. If they have specific concerns or additional information they would like to share regarding the squirrel issue, we are here to assist and come to an appropriate solution. All the best, Will 

  Customer Answer

  Date: 10/27/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business owner refuses to acknowledge that the problem was caused by the product applied to our home by continuing to insist that we have a "wildlife" problem he is avoiding responsibility and liability. Our home is 23 years old and in a rural wooded area, we have never had squirrels chew on it until immediately after the product used was applied.  Additionally, the squirrels are only damaging the freshly stained wood. They haven't touched any of the untreated wood nor the very large wooden decks we have on our property.  As I stated we live in the woods, setting out salt blocks for animals is not a solution, at best it would keep them busy for a few days before all of the other animals (Deer, racoons, possums, skunks, etc) found them.My request was that the business repair (restain) the areas that have been damaged and consider adding a clearcoat that would deter squirrels or at the very least not attract them.  If they are unwilling to do this, then I consider my complaint unresolved. Regards, ******* ******** 

  Business Response

  Date: 11/09/2023

  We are willing to address the staining issue on your home and make the necessary repairs through re-staining the damaged areas and applying a clear coat on the damaged areas. To move forward, we will need to coordinate a time to complete the repairs. Please reach out to us via phone at ###-###-#### or email at ************************* to move this forward.

• Initial Complaint

  Date:02/14/2023

  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.

  We own a log home near **********, ** and hired Log and Timber Worx in 8/21 to work on our home. At that time we gave them a 25% deposit to put us on their schedule. 6 months later we paid another 25% as per the agreement. In 8/22 they arrived to soft wash the house. When they returned a month later to stain, too much time had elapsed for the soft wash to be effective. At no time prior to this had there been any discussion of stain brands or types and no colors had been tested on the logs. They brought some random stains expecting us to choose one, with the intention of staining the house that day. None of them were satisfactory. Due to an issue with the condition of some of the logs on the front of the house, we requested that the owner make a site visit to discuss. Different options were considered and the owner recommended applying stain year after year until the problem was effectively covered up. He then informed us that he had other clients to serve and the next time he came it would be to apply stain. We began to doubt the company’s experience and expertise working on log homes and decided not to move forward. After requesting a refund, they refused to do so. We had spent $4,650 for a log wash and 2 site visits to discuss stain colors. Work still left to be done was treat and plug bee holes in the logs, paint house trim (doors, windows, and facia boards), and stain the logs. All for the balance of $4,650. This is a breakdown of costs according to the owner. Log wash 5hrs.x3 crew members, initial stain date 4hrs.x5 crew members, visit to discuss stain and media blasting 3.5hrs.x1 crew member, admin. time 5-10hrs.x1 crew member. 39.5-44.5 total man hrs. He also stated that this did not include the acquisition of materials, meaning we actually owed them $5,000-$5,500. We offered to pay $1,500 for the log wash, but felt the other charges were the cost of doing business and were not applicable. With your help we hope this issue can be solved to our satisfaction.