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:07/01/2024

  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.

  This company does not honor their warranty. My cabin was constructed in an unconditioned factory in 9/23, including engineered wood floors, not installed per manufacturer’s guidelines. The modules were set 10/13/23 with a broken window that allowed rain to enter. The exterior plastic to cover openings was not stapled and left to flap in the wind. The next day there were 4 frantic birds flying around, hitting windows, leaving excrement on windows, window sills and walls. Their trim team arrived 11/26/23 and set up saws and tools in the kitchen/living room, cutting all interior/exterior materials inside. They frequently dropped tools, nails & lumber on the floor and dented walls/window sills.
  
  I noted gouges, dented and gaps in the flooring in emails and my 11/22/23, 1/8/24 and following punch-lists noting a final inspection would be done after removing the 2 covering layers of construction paper. On 1/25/24 there was puddled water inside the door from the previous day’s rain. The in-swing door was replaced with an out-swing months later along with 3 boards without any investigation as to the water source. I removed the paper from the floors 5/15 as most of the repairs had been completed. I found stains/wet flooring in Bath 2 and laundry along with dozens of gouges, dents, chips, cupped, loose boards and gaps in the floors. Weeks later an active roof leak was discovered (7+ mos) and finally repaired 5/29. I emailed a flooring Warranty Claim, 6/10/24 after several emails, in addition to another Warranty Claim for a defective window. I finally received a reply, 6/17/24, that gaps were excluded from the warranty per page 8, line 2 of the contract. I was also assured that all boards were installed free of defects with tight seams, however I have a picture of the flooring as it was installed in the factory showing gaps. On 6/24/24 I sent another email requesting a reply about the other floor issues by 6/30. No reply as of 6/30 and I still have wet floors, 15-30% moisture.

  

  Business Response

  Date: 07/02/2024

  Can you have your group post this as a response to complaint ********. ********* *****.

  We have done more for this lady outside of our scope of work than anyone before.

  Very ungrateful.  She doesn’t even have the required GC to her work.

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  
  I do not feel I have requested any work to be done that is not advertised in the marketing brochures unless this is a reference to work that was done to correct original construction errors, I.e. the stairs cutout engineered incorrectly (would not meet code) requiring rebuilding and resulted in ceiling fixtures, railings to be rebuilt and stairs now exiting in the 3rd bedroom instead of the living area where they were designed. Or perhaps *** ***** is referencing the smoke alarm that was installed on a vaulted ceiling directly over my bed when I specifically located the alarm on the plans in a location that would allow a ladder to access the battery without moving the bed. Or perhaps he is referring to having to relocate the third wall sconce in the kitchen that was installed higher than the other two? Or maybe it’s the laundry room in-swing door that was replaced with an out-swing door because they did not investigate the source of the water intrusion before changing the door which now makes the outside landing too narrow to be safe? I have gone way above in accepting compromises due to their errors than what a customer would paid an extra engineering fee should have to accept. And all I have requested is my defective floors to be fixed.

  I would like to know how ** ***** thinks they have gone beyond their standard scope of work. By the way, a General Contractor was hired for the complete foundation work and it was actually one of the contractors recommended by the Blue Ridge salesman.
  
  
  
  Regards,
  
  
  
  ********* *****

  

  Business Response

  Date: 07/22/2024

                  “to address several items specifically,

  1. We did discover a minor engineering error in design regarding the stairs of which we rectified
  2. The smoke detector was placed in a location consistent with other homes we have built and to code

  However we relocated at the homeowners request

  3. We typically do not install electrical or plumbing fixtures purchased outside of Blue Ridge, but we

  Assisted the homeowner in installing many items and relocating others

  4. We replaced an inswing door with an outswing door, this entrance should have a porch roof over it

   

  We are sending a service technician to inspect several items Thursday, July25th.

  We try to go above and beyond to make our customers happy and will continue to strive to do this.”

• Initial Complaint

  Date:09/14/2023

  Type:Delivery 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.

  Bought and paid for cabin June 21, 2022. They did not provide the correct window screens. Have gotten no where with the since April 2023. Just a run around.

  

  Business Response

  Date: 09/26/2023

   

  “we apologize for such a long delay in receiving the screens. Upon investigation we

  Learned the window company has another manufacturer make their screens. The first

  Set were delivered but were not the correct size, they were reordered but somehow

  The paperwork was misplaced. It took the owner calling the companies line supervisor

  to hopefully get things straight.

   

  we just found out this week that the replacements are to be shipped this week and

  arrive tomorrow, Wednesday, sept 24^th. We will immediately schedule someone to

  deliver and install after we notify the client.

   

  The pandemic wrecked the supply chain and although it is better we are still having

  Challenges.  Thanks again for being patient.”

   

  Sincerely,

  BRLC
  

• Initial Complaint

  Date:07/11/2023

  Type:Order 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.

  Hello,
  
  Date of Transaction: 12/30/2022
  Amount of money paid to business: $15,000 (receipt attached)
  Sales Proposal Number: **** 
  What the nature of the dispute is: I am looking to get the refund of $10,000 from my initial deposit of $15,000 for the log cabin. Blue ridge was offering a special of matching the amount of deposit towards the log cabin if we signed up that day when we visited the location. The sales person told us that if we later changed our mind, we would loose 5k (non-refundable) but would still get our $10,000 refunded. I have attached supporting conversations where I have made efforts to get the refund and the sales person acknowledging the request. However, I am no longer getting any communication back from the business and I don't know when I will get my refund.
  
  Thank you for helping me with this request, I appreciate any assistance I can get.

  

  Business Response

  Date: 08/02/2023

  The request to cancel the approximate $300,000 contract has been under review by

  a committee made up of members from each of the departments. Immediately after

  a contract is signed, multiple actions begin throughout the company, engineering,

  administrative, sales, construction, finance, purchasing, transportation, and manufacturing,

  all focused on providing the customer a complete and thorough experience in receiving

  their log home. Each home is custom and is being delivered to new venues so all contracts

  are vetted for accuracy to insure there are no surprises for the client. As mentioned by the

  customer a complete drawing had been completed by the engineering department. A

  complete breakdown and report will be sent to the customer outlining any expenses incurred

  by the company. The $5,000 should cover most if not all expenses. A report will be forwarded

  to the customer by August 5^th. If the customer elects to proceed with the project all expenses

  will be credited to their internal account here.

  Customer Answer

  Date: 08/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  I am looking to get the $10,000 refund from the $15,000 deposit. The response from the business does not mention when and how I will get the $10k back.
  
  
  
  Regards,
  
  
  
  ******* ***** *****

  

  Business Response

  Date: 08/22/2023

   we will refund their deposit back minus any

  Expenses we have incurred after their file is circulated through the companies

  Departments. Funding should occur this week.

   

  BRLC Team

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  They have not said the amount they are going to refund, and the refund payment method. In addition, it is Friday and I have not received the money (or any communication) as  stated by the response from the business.
  
  
  
  Regards,
  
  
  
  ******* ***** *****

  

  Business Response

  Date: 08/28/2023

  A  check and detailed letter of expenses has been mailed this week.

   

  Sincerely,
  BRLC

  Customer Answer

  Date: 09/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  The contract, the sales pitch and the emails only called out a 5k non refundable deposit. In the emails the Sales person mentioned the full $10k refund. This is a scam and theft. 
  
  
  
  Regards,
  
  
  
  ******* ***** *****

  

  Business Response

  Date: 09/12/2023

  Blue Ridge Log Cabins has been in business for over 20 years and built appx 3,000

  Log and mountain architecture homes in 32 states and Canada.

  We pride ourselves on quality, value, professionalism and transparency. We are providing

  a full refund minus expenses we incurred, we also provided a breakdown of what the

  expenses were and how they were used.

  If the customer elects to proceed forward at another date we will credit all expenses

  Toward their new project.

   

  BRLC Team

• Initial Complaint

  Date:02/13/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  In August 2020 I signed a contract to purchase a modular log home from Blue Ridge Log Cabins and paid $5000 in a down payment to get ahead of what the salesman said were going to be a series of price increases. I was told by the salesman that there was no time restrictions once I signed the contract to build.
  
  A combination of delays from COVID and finding a surveyor and General Contractor, I was eventually able to complete the survey, engage a GC, complete permitting, and was ready to proceed with the build.
  
  On January 28, 2023 I sat down with the company for design review. At this time they told me the prices on the house went up over $120,000 from my contracted price. They told me that they couldn’t find my original contract, that their computer systems had crashed and they couldn’t get access to an electronic copy, and provided me a unsigned copy of a contract with my information printed on it. I immediately recognized that it was not the contract that I signed.
  
  As you compare the two contracts side-by-side, the new unsigned contract had a provision on paragraph number two that the buyer would be responsible for price increases over 5 percent. The contract that I signed had no provision. It was clear the company modified their standard contract after I signed mine to protect them from price increases.
  
  The salesman said he would speak to his manager and the company’s owner on Monday, and that other customers have had this same issue.
  
  I spoke with the company’s owner, Chip S****, on Monday 1/30/2023, who said he would not honor the original purchase price of the home. Chip pointed to a different paragraph in the contract that describes delivery and transportation of the home upon completion. Specifically failure to take delivery of the modular once it was built would result in storage fees and a surcharge. Chip stated that the surcharge was $120,000, even though the home wasn't built and we hadn't identified a delivery date.
  
  See attached contracts

  

  Business Response

  Date: 02/24/2023

  “The customer put a non-refundable deposit down on a log home mid 2020. Approached us almost 3 years

  Later wanting to build his log home for the same price although housing cost have gone up over 30% since

  Early 2020. We have had a provision in our contracts for 20 years to protect us from these type of situations as

  It is not practical to think we could build a home on a 3 year old contract. The customer came to our sales office

  On a Saturday and we did not have a copy of his contract due to its age, however we had the original in our

  Accounting dept which opened on Monday. Although his deposit is non-refundable, we would be willing to

  Refund it 100% minus any expenses we have incurred.

  Customer Answer

  Date: 02/24/2023

  
  
  
  
  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 contingent upon Blue Ridge Log Cabins refunding the entire $5,000 to me in the next 10 business days.  I want to be clear that the company has not incurred any expense to date and therefore will have no reasonable expenses.

   

  I appreciate the assistance of the BBB in resolving this complain in a civil manner.

  
  
  
  
  Regards,
  
  
  
  **** ***** 

• Initial Complaint

  Date:12/30/2022

  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.

  I contracted and made a deposit on a log cabin from Blue Ridge Log Cabins. I have been in touch with the employee that sold me the cabin for almost a year. Each time I spoke with her I was told that everything was progressing and the cabin was being constructed and that she was staying in contact with the general contractor builder here in Franklin, NC. About two months ago I kept calling about my cabin and trying to find out when it would be delivered and sent here to be finished on the foundation I my general contractor was building. I kept getting a voice mail and she never returned my call I finally called and ask to speak with her supervisor. The supervisor advised me that she no longer worked there. I ask him what was going on with my cabin and he told me that it had never been started. I had purchased land and and hired a general contractor here and made a down payment to her. I asked the supervisor what was I to do at this point. He advised me that he would have to put me “in line” to have my cabin built. I ask how long he anticipated that my wait would be? He said a year. Meanwhile I had sold the house I was in and was planning to move into the cabin that I was told would be arriving with in a couple of weeks. Nothing has been done, I am now homeless, I am out quite a lot of money and they are saying they are keeping my deposit. What kind of business is this supposed to be?? Do I need to hire a attorney and sue? What am I supposed to do now??

  

  Business Response

  Date: 01/02/2023

  “the customer signed a non-refundable contract on July 5, 2022, 6 months ago of $5,000. As late as September our engineering dept

  Was trying to get a signoff on the house plan from the customer. Due to our unique construction process we do not start

  Production until we receive pictures of the foundation from the General Contractor or customer. As soon

  As we receive pictures and verification the foundation is complete we will begin production of the house.”

   

  Sincerely,

  BRLC

• Initial Complaint

  Date:12/20/2022

  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.

  The stress of dealing with this company literally put me in the hospital emergency in shock and almost dead from a bleeding stomach ulcer on September 22 of this year. It has taken 3 scopes, 8 blood transfusions and 3 months of twice daily medications to recover. We were promised a house in August. That house was not delivered until the end of November and it sat for a week in Buffalo under 6 feet of snow, further pushing back the set date. Not only was our house late but it arrived MINUS the finished roof, 2 patio doors (in the middle of winter, really?), the cathedral windows, most of the needed interior siding to finish the walls, and the water heater. Not only that but we ordered white windows, and we received a weird beige color, well the windows are beige and the door window is white. The basement windows are also white. So we will have paid over half a million dollars for a house where the windows don't even match and the interior walls will have mismatched boards as well since we had to source product from our area to cover for Blue Ridge's mistake. They did send a refrigerator and gas stove that we did not ask for and I had to sell the gas oven since we cannot get connected to the gas line because our house came in too late and they don't do hookups in the winter. Interestingly I had to sell the stove for a fraction of its retail value since no one wanted that particular model. I have since incurred additional expenses buying the needed stove. We also have a gas furnace that we cannot run with natural gas because we have none! Blue Ridge continues to pressure us for final payment when we still do NOT have a house to live in. They have offered no real compensation or timeline for missing products and deadlines. For a company with 30 plus years in the home building business and who states on their voicemail, since that's all we get when we call, that customer service is their number one priority this is rather hypocritical.

  

  Business Response

  Date: 01/03/2023

  “ We sincerely apologize for some of the delays in delivering the house to Canada, however, challenges in the supply chain

  For materials such as windows, doors, appliances, etc has caused havoc throughout the entire construction industry but we

  Are diligently following up with our vendors. The unfinished roof referenced to is the cathedral ceiling in the great room of

  This house. It is completed in the field not in the plant. This home was ordered in January of 2022 and shipped only 10 months

  Later in November. The unique trapezoid windows and doors should arrive this month.”

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  Understanding that supply chain issues were in place before the house was ordered, this does not explain why the house was not at least started in a timely manner after the order was placed. Due to a complete lack of communication and willingness to be upfront and honest about the "supply chain issues" we were kept pretty much in the dark about delays on the house. In fact it was not until our Canadian agent said he would be driving down to South Carolina to see the progress being made that there actually was a verbal commitment to start building, in October. There was also a complete lack of understanding about the environmental conditions in Ontario. We were forced to go through 2 of the worst snow storms in the history of our area, in a 27 foot camper. The company that built our stable and riding arena, (over 7200 sq ft) not only finished on time and on budget they have been assisting in the completion of the house with regards to the missing interior boards. What is interesting is they are also a modular builder, who in theory should be facing the same issues as Blue Ridge but they were able to complete the project as promised. My belief is that Blue Ridge pushed aside the Canadian customers in order to complete other more local orders. "Sincerest apologies" followed immediately by "However" is like saying "sorry not our fault". They have not addressed the lack of communication and disregard for this project. When asked when the missing patio doors would be arriving the reply was "What patio doors?" This is our dream home. And we are much disillusioned by the treatment received and the continued use of excuses versus accepting responsibility and compensation for missing materials. 
  
  
  
  Regards,
  
  
  
  **** ******* *******

  

  Business Response

  Date: 01/11/2023

  “although our Canadian customer thinks we pushed them out, we actually jumped them ahead of dozens of our US customers in

  Order to hopefully deliver their house before the winter season, and we certainly did not know about the 2 generational snow storms.

  Although our homes are engineered, reviewed, and approved by at least 3 different agencies in the US, Canada still requires us to

  Submit to a Canadian agency for review, which is an additional step. Also, Canada requires us to only use materials approved by their government, which means

  We have to order from special vendors which we may not use in the US. Unique materials or companies take longer in the supply chain.

  Blue Ridge works diligently to expedite all materials in a timely manner and we got the house built and delivered in 10 months,

  Some trapezoid windows and doors are being shipped now and should come in soon. Thanks for being patient and understanding

  The ever changing challenges we face.”

   

  BRLC

  Customer Answer

  Date: 01/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  Well I again, appreciate the issue with supply chains in this current environment, that does not address the issue of a complete absence of communication on behalf of Blue Ridge. It is my understanding that phones were not being answered because they didn't want to be yelled at". It also doesn't explain why certain products were not as requested (the windows being a weird beige color and not white as requested) and why we were not notified about these issues prior to them being installed, not to mention again, the missing interior planks to finish the walls, cathedral windows, back door and patio doors (which we have still not received despite being told they were on the next shipment).    We have not been compensated in any way for the stress of dealing with Blue Ridge (that almost killed me) and for the hassles of missing essential components of our house, for which we have had to cover the costs and labor to have these items installed. 
  
  
  
  Regards,
  
  
  
  **** ******* *******

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. My concerns are not with the Canadian partner. He has been exemplary in his conduct with us. If it was not for him we wouldn't be in the house at all. My complaint is with the conduct of BRLC. They still have not addressed their apparent policy of going silent when things are not going as they desire. Comments such as "I'm not answering my phone because I don't want to get yelled at" are unprofessional and disrespectful of the customer.  This act of silence costs time, money and labor. We had contractors lined up for the house and lost our place in their que when the house was delayed and delayed again with no explanation or discussion of possible time lines.  They have not offered any compensation or reason for their behavior and it's negative affect on us the customer. This shifting of blame is again unprofessional and disrespectful. 

  
  
  Regards,
  
  
  
  **** ******* *******

  

  Business Response

  Date: 02/01/2023

  “ our Canadian representative has informed us that the customer is living in the home and is very happy with the quality of the home.

  Both the customer and BRLC frustration has been with the timing of the delivery of the windows and doors which is outside our

  Control. The good news is that it is enroute to their location now. “

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

   

  BRLC can not be reading these concerns that are coming through the BBB. The have consistently and deliberately refused to address the primary issue of their silence and the effect of that on deadlines and other contractor schedules that were willing and ready to get the work done but were forced to delay their time frames because we did not know what the plan was at BRLC. ONCE AGAIN THE ISSUE IS THEIR LACK OF COMMUNICATION.
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ******* *******