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:08/31/2025

  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.

  Log Chinking Services is in breach of contract. They began invoicing us weekly based on a 6 week finish schedule even thought the contract said 8 weeks. They were confident that they would finish in six weeks so we agreed. Over the next five weeks while we were in Tucson, they invoiced us weekly, and we always paid. When we arrived in CO, five weeks later, we had paid $72k. We looked back on videotape and they only worked 54 hours over 5 weeks! They had not even finished phase one of the contract which represents 28k (see attached contract).
  
  They told us not to worry and we can pay at the end, no more invoicing. (Please see text images.) During this time, they did not come to the house to work for one week! Then they sent us a new invoice. We refused to pay anymore because basically one more paid invoice would bring us very close to 100% payment when they were only 30% finished. They did not show up the next few days. Then they told us since we are no longer paying, they need to move onto other projects. (See texts)
  
  We finally had to realize that they will never finish our project this summer. They were beyond unreliable. Words cannot express how horribly they treated us. They stole our money and laughed at us. Please see the photo (image.jpeg) they sent of themselves in the hot springs when they should have been working on our home. At that point, we knew we had no more patience, and we formally terminated their employment. The refund has been determined by the attached cost sheet.(image 1791)

  Business Response

  Date: 09/10/2025

  Business Response Log Chinking Services LLC respectfully disagrees with the characterization of our work and conduct in this complaint. Our company operates under clear written contracts, transparent invoicing, and maintains extensive photo and video documentation of our work.

  Timeline & Contract Terms Our contract specifies an estimated 8-week completion timeline. At the beginning of the project, we noted that completion in 6 weeks was possible under ideal conditions, but emphasized this was dependent on weather, site access, and crew availability. This was never guaranteed. During the project period, the Durango area experienced multiple days of heavy rain, which prevented safe and proper application of Weatherall staining and chinking products. In addition, a documented job-site injury contributed to unavoidable delays. These circumstances were outside of our control and fall within the scope of the contract’s estimated timeline.

  Hours Worked The claim that our crew “only worked 54 hours over 5 weeks” is factually incorrect. We have documented 301 total work hours, including *****, myself, and three part-time employees. This documentation is supported by video, GoPro footage, iPad records, and timestamped site photos.Invoices & PaymentsInvoices were issued according to the weekly draw schedule outlined in the contract. At the time the clients terminated our services, substantial labor had been performed and materials purchased specifically for their home.We never stated that we would not complete their project. What we explained was that, if payments ceased, we might be forced to place their job on temporary hold in order to cover operating costs, payroll, and expenses necessary to run the business. At that time, there remained approximately two weeks of work, weather permitting, to complete their project.

  Client Awareness & Misinterpretation It is also important to note that the ***** had personally visited four of our prior clients’ homes before hiring us. On these occasions, they either inspected completed projects, observed projects in progress, or watched us and our crew actively working on-site. They were therefore fully aware of our methods, the artistic and technical nature of the restoration process, and the time required to execute this specialized work. The *****’ misinterpretation of our proposal further contributed to this dispute. They assumed that the line items in the proposal reflected percentages of total completion at each phase. In reality, the bulk of the project is completed in the earliest phases — such as grinding, sanding, and preparation — which require substantial labor upfront before the final stages of staining and chinking can be applied. Their misunderstanding of this workflow led to unrealistic expectations.

  Termination & Current Status The clients terminated us on June 10, 2025, at 7:08 p.m. via text message, following a documented rain day and immediately after Kailee had undergone dental surgery — which they were aware of. By unilaterally terminating our services mid-project, the clients breached the contract. The ***** have also made false claims that we were at the local Hot Springs when we should have been working on their project. This is entirely incorrect. We were working at their home on the day in question. As longtime yearly members of our local Hot Springs, we had shared a friendly exchange with the clients at the very start of the project in which they asked if we were at the Hot Springs, and we sent a casual photo in response. This unrelated personal membership and friendly interaction has no bearing on the work performed at their home, and it is misleading for them to use it as grounds for complaint. Furthermore, the clients did not extend any opportunity for resolution or remediation of concerns. Their message simply stated that they had terminated us and requested that we retrieve our work trailer from the property immediately. No chance was given to address or remedy any of their alleged issues before termination.

  Attorney Involvement Since termination, their attorney, **** ****, has contacted us, and we are corresponding through counsel. Our attorney of record is ******* ********. While this matter is not currently in active litigation, it is in the process of being addressed between legal representatives. Observations on Submitted Evidence We respectfully note that several of the files the complainants submitted to the BBB were labeled in a disparaging and prejudicial manner, including names such as “whining.jpeg” and “excuses.jpeg.” Such labeling does not reflect objective documentation of the project, but rather an attempt to frame our company negatively. This further undermines the credibility and neutrality of their submission.

  Conclusion As this case is now in the hands of legal representatives for both parties, we cannot pursue resolution through the BBB process. We respectfully request that the BBB close this complaint, as the matter is being addressed through appropriate legal channels.

  Business Response

  Date: 09/24/2025

  Response to Complaint #********
  Log Chinking Services LLC again respectfully rejects the *****’ continued accusations and maintains that we were performing in compliance with our contract when they chose to prematurely terminate.
  
  Contract Performance & Timeline
  Our agreement provided an estimated six-week completion, with up to eight weeks stated in the written contract. At five weeks in, despite one documented injury and multiple days of inclement weather, our crew remained within that contractual time frame and on track to complete the work. Colorado law recognizes weather and injury as force majeure (“Acts of God”), which excuses delays beyond the contractor’s control. The contract’s “0 delays” clause does not override established legal protections in such cases.
  
  Hours Worked & Work Completed
  We logged and documented over 300 hours of labor at their cabin within that five-week period. This included grinding, sanding, staining preparation, and bug protection, all consistent with the scope of work. The *****’ suggestion that “no work was completed” is directly contradicted by our records, photos, and video evidence.
  
  Premature Termination & Replacement Contractor
  The ***** terminated us via text message at five weeks—before the contractual window for completion expired. Their choice to hire another company is their responsibility and does not negate the work we had already completed. ****** ****** *** **** to finish the project, at their own discretion, does not constitute our breach of contract.
  
  Foundation for Completion
  We do not dispute that ****** *** **** delivered quality work. However, it must be acknowledged that they were able to step into a jobsite that had already been fully prepared and advanced by our team. The 300+ hours we invested laid a stellar foundation for them to build upon. Without that groundwork—grinding, sanding, treatment, and preparation—****** *** **** would not have been able to complete the project in the manner or timeframe described. In effect, they benefited from the labor and progress already established by Log Chinking Services, while the ***** attempt to discredit the very foundation that made completion possible.
  
  Proven Track Record Since Termination
  Since the ***** terminated us, Log Chinking Services has successfully completed a 10,000 sq. ft. full restoration, a 6,000 sq. ft. full restoration, and an upkeep maintenance project—all involving the same scope of work, process, and pay structure as the *****’ project. Each of these clients is fully satisfied and willing to testify to our professionalism, work ethic, and quality craftsmanship. In addition, we have a large number of past clients who have also agreed to testify on our behalf regarding our strong reputation, consistent work ethic, and high-quality standards. The *****’ termination was not due to any actual deficiency in our ability to perform but was instead the product of their own frustration and emotional reaction. Their decision was irrational and unjustified, and it does not reflect on our proven capacity to deliver high-end results.
  
  Financial Position
  At termination, the ***** had paid for the agreed labor and materials up to that point. To allege that they “overpaid” ignores both the actual work hours logged and the premature termination that prevented us from completing Phases 2 and 3. By ending the contract early, they themselves breached the agreement.
  
  Conclusion
  The ***** are basing their arguments on dissatisfaction and emotion, not on contractual fact. We were still within the proper time frame, had documented hours worked, and were on track to complete the project. Their termination constitutes breach of contract on their part—not ours.
  
  This matter is currently being discussed with our legal counsel. We respectfully request that the BBB deny this complaint in its entirety
  
  

  Customer Answer

  Date: 10/07/2025

  The complaint has been settled out of court and resolved.
  Thank you for all of your help with this matter.