Complaint Review: Original Log Cabin Homes - Rocky Mount North Carolina

 Good News!

We are eagerly awaiting our windows and doors and it looks like we may actually get them. Having spoken to Andersen Windows and Doors Corporate Office, I was able to verify an actual order due to arrive on September 5^th.  While LCH says that they do not like to participate in public forum, they wrote several paragraphs pointing out our inadequacies, all of which could have been guide posts for conversations in advance vs. points of false and uninformed information about us afterwards.

We are educated consumers and we did the best homework a newbie could do. We have General Contractor as well as a complete team of Sub-Contractors; because we are on a construction loan the bank requires these people to be in place and they inspect the work along the way.  LCH Customer Service could not provide us with the structural information that our team requested. The Final 5 sets of blueprints will not be stamped so make sure you pay extra for those. Delays in providing information were lengthily and their response in this report is shameful on their part. Problems were due to insufficient staff and their lack of training as well poor management follow thru; the most sr. person we spoke to about design was the Sr. Cad person, not an engineer or architect available.

We are simply trying to get what we have paid for. Our windows and doors were required to be paid for BEFORE they would ship our logs scheduled to arrive July 1^st, 2013. They gave us a delivery date of August 4^th at that time. When August 4^th came and went without the windows etc… showing up, no one called us, we had to repeatedly call them. When I spoke to Andersen they informed me that my order was not placed until July 23rd, 2013. No way could it have been here for August 4^th. This had nothing to do with our being ignorant as they would like to suggest. Naturally we became skeptical.  We will now have to pay extra for installation that our current crew could have installed but they will have departed by that date. There are many more details that can be offered if anyone should like to inquire at a step by step level of what this experience was really like for the consumer. Our goal is to sufficiently warn the public that you must be one step ahead as well as behind in your dealings with LCH. If you are dissatisfied with the experience, realize that once you start, you cannot get your money back.  If you are first time builder or a self-builder make sure you have someone guiding you through this process or you will end up only finding out what you need to know after the fact. As for the BBB, open and read each complaint to the end.

As we are still currently involved with this company, wouldn’t their efforts have been better served assisting their customer vs. defending themselves? Wouldn’t you have thought higher of them, if I had wrote back stating that Sr. Management had reached out to us and were willing to do anything within reason the make sure that we ended up as a satisfied customer?  Perhaps then a person could get more current referrals from previous home buyers.

Log Cabin Homes Staff regrets to see that any of our customers are dissatisfied with the services that we provide. While we value our customers and do not wish to participate any public forum disagreements we do feel compelled to point some facts and clarify some issues listed in this complaint.

The customer that filed this complaint is attempting to build this home without the benefit of a licensed contractor or experienced builder. Most of the delays that this consumer is referencing occurred due to the lack of experience on that end of the transaction. The length of time required to address issues and answer questions was extended due to the nature of the questions that were asked by the consumer. Many of these questions were not relevant to the project at hand or the customer was asking for things that simply cannot be done. LCH staff strives to satisfy our customers and we queried our staff and vendor and builder experts in attempts to answer these questions. We do not wish to give specific examples out of respect to our consumer, but we feel that any other provider of the type of services we provide would not have been able to respond to some of these questions posed by this consumer. It is true that Log Cabin Homes will work with self-builders and we will provide support and assistance as needed, however there must be at least a general knowledge of residential construction present. In this case that general knowledge is not present and LCH staff recommended that this consumer employ an experienced builder at least on a consultation basis. Most of the arguments and claims listed in the complaint would have been avoided or would not have existed at all had there been someone with some type of home building experience on the other end of the transaction. This particular consumer claims that they scanned the internet for other complaints and was shocked at the lack of complaints. The reason for the lack of other complaints is that Log Cabin Homes does act in good faith, we do deliver our components as agreed and we do supply support on a level that most Log Home consumers can understand and utilize.

Log Cabin Homes has a direct factory relationship with all of our window suppliers. This particular customer is receiving Andersen (a globally renowned window manufacturer) windows and she has been in touch with their representatives in Customer Support and in Logistics and she knows that the lead times that we quoted are legitimate and that their order has been acknowledged by Andersen with a scheduled ship date. There is a custom order door on this order that has an extended lead time that cannot be avoided. Log Cabin Homes staff has worked with Andersen staff in attempts to expedite the order and satisfy this customer. The statement that we are using an unknown third party supplier is an absolute false hood. LCH has good reputation with the BBB and we will have our rebuttal filed within a few business days. 

Again, we regret that any of our customers are dissatisfied, but unfortunately no business can make everyone happy.  If there are any viewers of this complaint that question our integrity because of this claim, we urge you to contact us and at least allow us the opportunity to prove ourselves. 

Thank You

Log Cabin Homes Management