Furniture Builders
Hope Family Woodworking LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/18/2025
Type:Service or Repair IssuesStatus: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 engaged with *** who portrayed himself as an honorable man who was running a successful family business.He came to our home to discuss design and had another gentleman with him who took notes and measurements The quote was sent via email and was a regurgitation of the inspiration photos I had shared with him along with pages from a prior job including another customers name address and pricing. Since he was such a charming and seemingly honest guy we assumed it was just the case he wasnt strong at the business side of his operation but his work was beautiful (based on the customer feedback on social media and his convincing rhetoric)The initial down payment took a few days as he was having issues with Venmo but we got him the 50% up front payment and looked forward to the installation that he committed to during the first week of December, 2024. His team showed up day one without him then they were late the second day the third day a mysterious truck problem resulted in no-show. He asked for measurements and photos again! The last day he showed up but the product was very poor quality - faux shiplap panel mixed w/ cheap beadboard panel that was not in the design!!!, mis-measurements resulted in doors not fully opening, more mis-measurement makes it impossible to open drawers in pantry without closing oneself into said pantry, and the worst part after many follow *** with ***, he promised he would finish the last part of the job that was delayed due to his truck problems (he had already been paid). But at 6:30 AM the morning of installation, he texted and said he wasnt coming since he filed bankruptcy but he will pay us back someday and the kicker: he was glad he met us!Needless to say, based upon similar feedback on the BBB site, it is obvious he is a fraud.I just discovered he has started scamming again under a new business name: Legacy ***********************************Initial Complaint
Date:12/18/2024
Type:Product IssuesStatus: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.
In early Sept, *** came to our home, provided us with a quote, and was polite, attentive, and responsive. Based on that interaction, we decided to move forward and paid a significant deposit at the beginning of September. However, after that, communication from your company completely ceased.We went through the entire month of September without hearing from anyone. When October came and we still had no updates, we made several attempts to reach out via phone, voicemail, text messages, and email. It wasn't until the end of November that we received a response an email at 3 a.m., followed by an excuse-filled phone call. Despite the lack of communication and the delays, we remained understanding and requested only that we be kept updated on the status of our project.*** assured us that we would receive an update after Thanksgiving, but as of today, December 17, 2024, we have not heard a word. We have continued to call and text, with no response. I even reached out via ********, only to have my comment removed and my account blocked within minutes but still no phone call or email.The lack of professionalism and the utter disregard for customer satisfaction is appalling. Its one thing to have delays, but to ignore your clients completely and to remove negative comments without addressing the issue is unacceptable.We are entitled to a full refund of our deposit, as no work has been completed by the timeline that is stated in the contract. We do not want anything to do with with dishonest and fraudulent company. We simply want are deposit and to move forward.Initial Complaint
Date:12/10/2024
Type:Product IssuesStatus: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.
I hired this company on August 15, 2024, to build a custom fireplace entertainment center, with the promise that it would be completed in 2-4 weeks. To move forward, I paid a 50% deposit. However, after 5.5 weeks without any updates, I reached out and was told on September 23 that work had only just begun, and it would be ready the following week. I was also told that I would receive a sample of the wood tint to approve, but the delivery kept getting delayed, and I finally received it on October 21 almost a month later. I was understanding despite the numerous excuses, including bad weather, and quickly confirmed the color to avoid more delays.I was then promised installation on October 24, but the owner kept rescheduling: first to October 25, then October 29, and finally November 5. I told the owner, ***, that November 5 had to be the final installation date or I would cancel and ask for my deposit back. He agreed. Yet, when I checked in that morning, he tried to reschedule again. At that point, I had enough and requested a ********* of today, December 10, 2024, I still havent received my deposit back. This whole experience has been incredibly frustrating, and I feel completely let down by their lack of professionalism. All Im asking for is a refund of my deposit, but now the owner isnt responding to my calls or texts at all.Initial Complaint
Date:12/06/2024
Type:Product IssuesStatus: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.
This company took and processed a $2,500 deposit from me for work that was never completed. I received a text message that the business is filing for bankruptcy and that the work would be unable to be completed. I have yet to receive a response or my deposit back from this company. At this point they have actively ignoring me and my request to refund my deposit .Initial Complaint
Date:11/26/2024
Type:Service or Repair IssuesStatus: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.
I first contacted this company on ******** getting a ******** advertisement from them and seeing such a great following and portfolio from this business. We ended up contracting them for built in cabinets for our playroom as well as built in bunk beds for our daughters room which was in early July (7/5/24), with a total down payment of $4,000 roughly to secure the business/ install and materials for the job. He was scheduled to install end of July (never showed up) then rescheduled into August and then two times in September before doing a last reschedule in November when I said I could no longer reschedule and would need to cancel and move on as 5 months had gone by. He begged us to not cancel and for the business, and on November 11th when he was supposed to show up, I woke up to a text that said, "Thank you for your consideration, but we are going out of business." (I have all the texts and such to prove this). So ultimately he took our money and ran. I demanded a refund many times at which point he mentioned his "council" will reach out, but at this point it's pretty clear he is a liar, scammer, and is again, took our money and ran. There is no "council" at this point. We will be getting an attorney involved at this point, as I need the money back - we have NOTHING to show for it outside of listing $4K and 5 months of our time and our kids do not have a bedroom after moving into this new house. He should be ashamed of himself and I do not want anyone to go through this and get taken advantage of like I did. I see as of 2 DAYS AGO he is still advertising his services on ******** as well. Please see attachment screenshots below of the quotes/ text messages and ******** page where they turned off their ******** reviews now.Initial Complaint
Date:10/23/2024
Type:Service or Repair IssuesStatus: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.
I contacted ***** ********** from Hope Family Woodworking on May 19th, 2024 about building a wall unit in my home. ***** was initially scheduled to visit and measure on May 22nd, but texted 4am that Wednesday to reschedule for the following evening. He submitted a pencil drawn design resembling what we discussed on the 25th of May. We agreed on the design and he quoted me $5008 for the build and required 50% down payment. His initial timeline for the build was 6-8 weeks from the time of deposit. I paid the deposit and did not hear back from them until July 13th and ***** stated a install date of July 30, 2024. I agreed. I did not hear back from ***** and texted him the evening of July 29th. He responded that he has his trailer loaded up and ready to head to my home the next day for the work. ***** texted me at 11:03am the next day and said that his truck had caught fire and all the contents inside his attached trailer, including my wall unit had been destroyed. He offered to come the following week to allow time to rebuild the unit. I agreed. I contacted ***** on August 2nd to see when he was able to reschedule and was told that he would reach out to reschedule for some time in August. ***** called back and set an install date for August *****th. Since I was traveling so much for work, I agreed. The morning of the 26th, I contacted ***** as I hadn't heard anything more at this point, and was told that his "secretary" had made a mistake and scheduled us for September 4th-5th and asked for ******* for the mix-up. I had rescheduled work trips and other contractors to accommodate his schedule. He rescheduled for Sept 4th and 5th. I accepted. I didn't hear back even after several attempts to verify schedules and was texted 5:10am the morning of the rescheduled install and told me that he had an issue with his trailer and had put a refund check in the mail the day before. Still no refund and he has since blocked me from his phone.Initial Complaint
Date:08/12/2024
Type:Customer Service IssuesStatus: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.
I contracted ***** and Hope Family to build a simple functional master bedroom closet. The design that he came up with didnt work the clothes were still falling down and ask for a redesign. He stated he would build what I wanted. Then two months we cant do that because that is a ****** dollar closet. So I contacted ***** and we came to an agreed amount of ***** dollars for a refund for the closet. He paid the first increment last month. The increment is 500 per month. This month I contacted via text and he acted like he didnt want to be bothered. This is the agreed he came up with not me. I am also a combat retired disabled veteran that cannot work and we paid hope family the entire bill in which was ****** dollars. All we want is our ***** dollars so we can move on. I will never use hope family ever again.Initial Complaint
Date:07/27/2024
Type:Product IssuesStatus: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.
Its unfortunate to write this, I wanted to support a local business. I placed an order w/******************************* **** w/Hope Family Woodworking LLC (HFW) for a 66" round table & 8 chairs on 6/6/23. Delivery was for 12/23. All was in writing. HFW gave an invoice, I paid a 50% deposit on 6/6/23. I contacted ** a few times in Nov/Dec 2023 RE delivery. ** had many excuses. In 2/24, ** said the price of chairs we agreed on had increased. ** asked me to take another chair to reduce his cost. Not liking this chair, I suggested a headboard instead of chairs. ** agreed. ** sent a new invoice & said he needed more time. ** gave excuses on delivery delays. ** finally delivered on 3/18/24. The items were wrong. The invoice lists a stain color for all items, but the ***************** only have a thin coat of lacquer, no stain & the base is painted white. Although things were wrong, I paid the balance as ** requested before he left. When my husband got home, he said the table was not 66. ** measured the ********** was 59.5 diameter. I never imagined the table was the wrong size & that I should have measured before ** left. I mean, who builds the wrong size table? I immediately contacted **. ** apologized & said he would rebuild the table. In 4/24, he said they were busy & would build it wk of 4/29/24. I contacted ** on 5/13/24. ** said they would rebuild the table. I questioned timing since he had said the wk of 4/29. ** said again they were busy, but would deliver the 66 table the wk of 5/20/24. I said to pick up the wrong table & refund my money. ** said no, they had time & labor in the table. ** said they would deliver new table top the wk of 5/20/24. I let him know the herringbone seams in the wrong table are separating. ** said on 5/14/24 I want to make it right. It is now 7/24, I am still waiting. This was due 12/23. ** has stopped responding & blocked me from his FB. ** has taken my ********* do not have anything correct that I paid for. Not an honest way to run a business.Customer Answer
Date: 07/29/2024
In my original narrative, I stated that the final delivery was on 3/18/24, but it was actually on 3/19/24 for clarification. Also, I have added the receipt for the final payment.
Thank you, ****
Initial Complaint
Date:07/10/2024
Type:Product IssuesStatus: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.
DO NOT TRUST THIS COMPANY! Remember, they control their reviews they pride themselves on on their ******** page. Meaning you are only seeing the positive. I Paid ***** at Hope Family deposit April 27th. He said 6-8 weeks. Had ZERO communication with me unless I reached out to him. He kept saying he would text me back and let me know soon - crickets. I finally texted him AGAIN on week 9 asking for install date which he told me was going to be July 8 week. This NEVER happened, of course. By 7/9 I asked him what day of the week he was coming. He never answered. I then asked for a refund and of course he said no and that he could get it done 7/19 which was funny because according to him they were working on it already and had the cut outs done and in his words it only takes 3 days to build and one day to install. The math isnt adding up, is it? He prides himself on being ********* based. He, a ********* called me crazy for asking him to stick to the agreed contract and writing LOL in every text message to me when I asked him to complete the agreed upon work. He said his co worker died. Which I completely understood but after looking here it seems he has had a lot of tragedies including, a fire, hospitalizations, now this coworker passing excuse. I AM a ********* so I pride MYSELF on GIVING ***** but this is complete unprofessional and inexcusable. Especially when you are holding THOUSANDS of someones hard earned money. Lying or taking on too much work and not being able to deliver is not right. He of course refused giving a refund even though he was in breach of contract. Do yourself a favor, dont trust reviews on ********. There is a reason they dont have a ****** business account with reviews.I am now in contact with my attorney because more than anything this should not be happening to anyone. He has blocked my ******** and text message account and still does not plan to keep up his end of the deal. Stay away!!!Business Response
Date: 07/16/2024
This conflict was resolved by doing the work. The work is finished. ********* is awesome.Initial Complaint
Date:07/08/2024
Type:Service or Repair IssuesStatus:UnresolvedMore 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 purchased a table, bench and console table from them in April 2023. they have sold me faulty products, the table has a crack and the top of the console table has come off. I have been trying to contact them since mid may to fix at least the console table to no avail. I have keep getting told after Memorial Day then after July 4th to just be ignored. I have left multiple messages and texts with minimal response. I just want the item fixed.Business Response
Date: 07/16/2024
This client requested a thinner top for a sleeker look on her console table so we built this design for her, and when delivering this item we mentioned that if moving it around her home she would need to lift it from the bottom, since the customer requested specific details that affected the durable of the piece due to the bottom being very heavy and the top being light and thinner like she requested. This design did not affect the structural integrity of the item... UNLESS lifting it from the top only like we mentioned not to do. Instead of listening to our advice she lifted it by the top so with the weight of this being a real wood heavy item, the top become loose. We told her we would fix it for her, but that she did need to be patience as we are a small company with only so many resources and employees. We still stand by our product and will fix her piece for it as agreed upon. Our Term and Conditions in the quote she agreed to states "ALL SALES ARE FINAL - any dents, scratches, stains, or wear and tear occurring after the product has been purchased, will be the responsibility of the client."Customer Answer
Date: 09/04/2024
The reponse Hope Family Woodworking provided is NOT true. At NO point did they tell me how to life the console table and at NO point did I instruct them to create it to be so top heavy. I provided example of what I wanted but they designed and built the console table. IT was a faulty design. I have never ever had a piece of furniture fall apart like this. **** has better quality. The screws are coming out of the console table. The top is coming off. I also bought a dinning table which the wood has cracked as well. To date they have not fixed the item and they are completely ignoring me. I have been trying since May to get this fixed. They were more concerned with a negative reciew than fixing in the console. I have text messages demanding I take down a review and trying to bully me. They blocked me from ******** so I would not leave a review there. They have done this to other customers.
Hope Family Woodworking LLC is NOT a BBB Accredited Business.
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