Complaints

This profile includes complaints for Cabin Connections's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cabin Connections

  3370 S Highway 27 Somerset, KY 42501-3029

• 

  Cabin Connections

  1175 Hwy 192 E Suite #1 London, KY 40741

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:06/12/2024

  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 daughter and myself we in and talked to people at Somerset cabin connections and they put her name on purchase ********* ********) as they only wanted 1 name on it. Myself as secondary contact. We were never given a written contract. Rental Co is river country rentals ph *************** Salesman's # is************** john barth. Building delivered Thurs. 6/6/24. Virginia called them 6/7 and I called them Thurs. Afternoon to let them know that building was not set on a 4 inch lift and the doors will not close. Door knob on walk in door will not work. I called today 6/11/24 told them we would just like them to come get the building and give us the down payment back and we do something different.they don't want to come get or give back money. And I was told it was not in their system yet. Building is not level it's at least qtr inch off and not on 4 inch lift. It's different at each corner. Ground is not that unlevel. I've been laughed at in all the calls I made to them today building sages in middle. Can see slants to each side at bay door. Cannot get a riding mower or a motorcycle in the building the way it set right now without about 6 to 10 ft ramp.

  Business Response

  Date: 06/19/2024

  We are sorry that your experience with us was not ideal. As stated in our contracts it is the customer's responsibility to deem proper ground conditions. You chose 6/6 for delivery. The spot chosen wasn't flat/level so the driver lifted it to securely level it. The driver did this despite the excessive amount of animal feces and mud present. The wet ground condition can cause settling over time. After he finished you, Catherine, signed off on the delivery happy-sheet (attached) which states that the building is leveled and to your liking. However, later that day (Thursday) you called our main office and spoke to Randy. He noted your concerns about the doors and the leveling. He informed you that our repairman was booked up and it would be the first of the following week before he could get you on the schedule. But again, he assured you it would be taken care of promptly. We are closed on Saturday and Sunday. The following Tuesday (6/11) you called in yelling and cursing at the receptionist. When she tried transferring you to Randy you refused and continued yelling and cursing at her. Due to your tone and manner, the call was ended. You called back in and you were transferred straight to Randy. He told you he was working on getting you fit into that week’s schedule, you began cursing and asking that the building be picked up and you demanded your money back. From there you were transferred to me, Corey, where I tried to resolve matters. I informed you that since the building was already delivered and signed off on you would need to contact the Rent to Own company and from there they would issue one of their contracted repo drivers to pick up the building. Our contracts state on the last line of the invoice (attached) “ All deposits and site checks are NON-REFUNDABLE.” We regret to inform you that we will not be giving back any funds on the sale, but you can have the building picked up at no charge by calling the Rent to Own company. 

  Customer Answer

  Date: 06/25/2024

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

   

  Case no. ************* in response to ************* the ground where building was placed was not that unlevel it was supposed to be placed no higher than 4" high. All 4 corners are at a different height. And they did not make sure that all windows and door were in proper working order prior to leaving and they were in a rush to leave one of the guys said he'd come back to the doors while he was working and never did. Doors won't even shut properly and will not lock. There they voided their initial contract. At that point. Therefore I think that they owe us the deposit back. And they were told on the 11th to come back and get it. They are going to owe us storage fees if they continue to drag this out. They have made no attempt to even try to correct doors. There fore they just to come get it. And not tear anything else up in process

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

  Business Response

  Date: 07/02/2024

  I apologize for the late response. The letter is dated July 25th, but we did not receive it until late July 1st. I am replying at the earliest opportunity available. 
  As stated in the prior response, you signed off on the Delivery Certificate (attached). Your signature indicates that you agree that (1) the drivers conducted themselves in a professional manner, (2) you are satisfied with the delivery, (3) all windows and doors open and close properly, (4) it has been properly leveled, and (5) it is in good condition. Had you had any issue at the time of delivery, the driver would have been happy to address it, but the delivery was signed off indicating that his job was finished. When you called in, you were not willing to wait, nor were you happy with any solution we offered. 
  We understand that you would have liked the building no higher than 4”. That is also our hope when delivering because that makes it significantly easier on our drivers as well. Unfortunately, there are very few properties in this area that are 100% level. I have attached the topographic map for your property showing the highs and lows of the area. We have attached an informational graphic to assist you in understanding that your property being flat (with no hills) and level (with no change in elevation) are two different things.
  We were happy to have someone come out, free of charge, to check and adjust the doors and windows, if needed. As stated previously, you were extremely rude to our employees and demanded the building be picked up. Since your rejection response, the building has been picked up and was done so within a timely manner. The building is back on our sales lot and all windows and doors function properly. 
  
  
  

  Customer Answer

  Date: 07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: they laid to us and the doors and windows did not work correctly and their delivery man said he was coming back to doors prior to leaving and did not. It wasn't until my daughter ******** sent them a letter that they finally came out and got it and the guy that came and got it was a whole lot friendly than delivery people. They did not try to even schedule a fix date. And it was approx 3 wks after that they came got after they got her letter and I was laughed at by 4 different people. In process of this. We require the down payment back and I'm advising people not to deal with them.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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.

  On 07/15 I purchased a metal garage through Cabin Connections in Somerset, KY. The original amount agreed upon in our contract was $9,624.80, the amount due after our $1,089.60 was $8,535.20. The original contract was established as an RTO (Rent To Own,) and paperwork was completed for this as well. Originally the timeframe given was 2-3 weeks, installation was completed on 09/18. Upon completion of the installation, the installer asked for the remained balance of $9,500. The installer states that the RTO paperwork had not been filed by the dealer (Cabin Connections,) and that we owed this new balance as of immediately. The color of the Garage was incorrect as well. We contacted the dealer and they reached out with a solution of a 10% discount making our new total according to the dealer to now be nearly $11,000. The amount of the garage has changed 3 times now and the original amount agreed upon is no longer the "Amount Due." The original contract was also supposedly set as a Financed situation which the dealer never filed their paperwork for, also the timeframe originally agreed upon was 2-3 weeks which ended up being much longer.

  Business Response

  Date: 10/13/2023

  We at Cabin Connections are very sorry you had this experience. We strive to offer excellent products and customer service. Unfortunately in regards to your issue, we were a third party dealer of carports through Quality Outdoor Products (QOP). All salesperson training, contracts, installation and further customer service are handled by QOP.
  Since we strive to offer top notch customer service, we always strive to have adequate Salesperson Training. We are sorry our salesman originally quoted you the wrong price ($9,624.80). When this was discovered, **** immediately called and gave you a new price of $10,344.84. This price was agreed upon, so the contract was submitted to QOP for production. While rent to own is an option that is offered, this was not something you indicated you wanted to take advantage of, so the paperwork was not filled out for it. The order paperwork is not a rent to own agreement, therefore it was turned into QOP as a “cash transaction” with the remaining amount due at time of delivery. 
  Unfortunately, since we were just a third party dealer, the production time is out of our hands. We do sincerely apologize that it was past the quoted timeframe. The collection of a remaining balance is up to the installers so we cannot speak for the $9,500 asked for upon delivery. Those issues will need to be addressed with QOP.
  After speaking with me on 9/21/23, we agreed to refund the down payment that had been paid to us. I also advised you to speak with QOP regarding any other issues. Check #**** was written and sent out for the deposit amount of $1,086.60 and cleared your bank on 9/25/23. I understand you are looking for a billing adjustment, but we have refunded the only amount of money that we made off the sale. You will have to contact Quality Outdoor Products directly at ***************
  Since this issue, we have decided to no longer offer QOP products. We sincerely hope you can find a satisfactory resolution to your issue with QOP.