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:12/09/2024

  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.

  On 12/29/23, my husband ***** D *****, signed a sales agreement with e Log Homes for the purchase of a log home kit. He wired $17,555.32 on 1/2/24 and $6,154.92 on 1/4/24. On 2/19/24 my husband passed away. I notified ****** ********* at e Log Homes of his passing, on 2/20/24 he was scheduled to make another payment on 2/22/24, I needed to cancel the order. She said she would contact Corporate and someone would get back to me. No one has ever contacted me. Its been over 9 months, not one phone call, not one e-mail. I mailed a written request for e Log Homes to return my husbands money and still no response.

  

  Business Response

  Date: 12/10/2024

  Mrs. ************ are very sorry for your loss.  We did respond to your attorney, as requested, on 7/22/24.  If he did not receive the email for some reason, we will resend it.  If necessary, please check with your attorney, and ask him to reach out to us again.

• Initial Complaint

  Date:05/22/2024

  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.

   
  Complaint: 21745041
  
  I am rejecting this response because: I got your email today and the computer says this response number has expired. I do not have your response yet.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/07/2024

  Our customer is mistaken as it relates to the species of wood from which the handcrafted posts are constructed. They are pine. Additionally, this product does not come pre-drilled to accept tapered rails, but is drilled on the build site, as required to accommodate the rail size. Our initial opinion is that the material simply needs to be cleaned and sealed, as is specified in our buyers acknowledgement agreement, signed by our customer. However, we are in communication to attempt to schedule a site visit by a restoration specialist from our Stain and Sealant provider to assess the materials and provide a recommendation. We will update this file as soon as we have more information.

• Initial Complaint

  Date:10/27/2023

  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.

  The specific problem is that e-Log Homes sent a team who could not speak or fully comprehend English and they were unable to read the blueprints.  They failed to use the right pieces of framing material in the designated places. The attachments that I sent to ********************* in an email on September 10, 2021 indicated all of the problems that I was having. For example:  LVL beams were compromised (they were cut and pieced together), missing nails on plywood, roof rafters were wrong, etc. and left the whole area a total mess with nails and other debris.   With all that was wrong, the Town of Mount Hope put a stop work order in place immediately upon inspecting the job.  The Building Inspector/Code ********************************************* and Engineer (********************************, PE) tried to have e-log homes send a representative to ** but they refused to do so.  They have been fully uncooperative in trying to amicably resolve this issue in a timely manner.  In the end, I hired my own engineer, *********************, PE, PC along with the town's engineer and both engineers determined that the home had to be torn down and that I would have to find someone else to rebuild it. This process took over 6 months and while doing so, mold set in, creating and necessitating a complete teardown and rebuild properly to rid the mold. *********************, my contact person with e-log home, had since retired and would not own up to the problems that I was having either by phone or email or designating anyone else to help resolve this issue.   The total amount I paid e-Log Homes was $137,362.  That does not include that all during this time, I sold my home and lived in an apartment paying over $2,000 a month from August, 2020 to February, 2023.  This home ended up costing me over 1.5M.  During this time, the cost of lumber increased excessively due to availability and limited workers.  The resolution I am seeking is for e-Log Homes to acknowledge their mistakes and compensate me for the expense incurred as noted below.   

  
  

  E-Log Home's material costs are:   $137,362.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20789801
  
  I am rejecting this response because: I read your message on November 10th and feel as though they have not answered the problems that I have had with them.  Therefore, I am turning this over to my attorney for them to handle at this time. 
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/10/2023

  The primary reason that a stop work order was issued by the county at our customers build site was due to missing structural support post(s) in the basement. This was determined by a third-party structural engineer contracted by the county building inspector. It is clearly stated on our shell erection agreement and on the final blueprints that the foundation, including full basement foundations, are By Owner, or in this case, the owners general contractor.Our customers ** repeatedly declined to install the support post(s), arguing that it was our crews responsibility to do so. As mentioned earlier, this is clearly not in our scope of work and we continually informed both the customer,and their ** of this fact. Additionally, it is clearly stated in our construction agreement contract, signed by our customer, that the foundation of the home must be completed prior to our construction crews arrival. Since these structural support post(s) were not installed, this constitutes a breach of the contract.
  
  Our commitment was always to replace the LVLs which could not be installed, however, the LVLs could not be installed until the foundation and support for the first-floor system were completed. This was determined by our construction team, our customers county building inspector, and a third-party structural engineer over the course of dozens of email and phone communications. Our customers ** continued to refuse to install the support posts(s) and finally, after several verbally abusive rants directed at our construction team, the ** terminated our shell erection contract, forcing our crew to leave the site immediately, in an as is condition, i.e., not completed. We reject our customers complaints related to improperly installed framing materials and the overall site condition based upon this premature termination of our agreement. In other words, we didnt have the opportunity to complete the work, including the framing work and site clean-up.
  
  We only invoiced our customer for the work that was completed which eLoghomes completed through the time of the termination of our shell erection agreement by our customers **.Since eLoghomes was no longer under contract with this customer, we had no further input, or responsibility regarding any decisions that were made, or any work that was performed subsequently.

  

  Business Response

  Date: 11/20/2023

  While our customer is certainly welcome to their opinion, we in fact do feel that we have addressed this complaint. Simply stated, our crew was forced to leave the job site before they could complete their work, due to a stop-work order issued by the county building inspector, because of missing structural support posts in the basement foundation, which was the responsibility of our customer's GC to remedy and not within **********************' scope of work.

• Initial Complaint

  Date:10/11/2023

  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.

  I purchased a log kit home with elog homes in 2023. We received the kit later than the promised date. We hired them to erect kit but we're never placed on scheduling and they couldn't give us a timeframe when they could. We decided to cancel construction with them and they refuse to give us back our $11,000 deposit. The contract stated the deposit is not refundable, if they had done any work this far or inconvenienced the company in any way, which we never did. **** just wants to keep our hard earned money for no reason.

  

  Business Response

  Date: 11/17/2023

  While we regret that our customer chose to cancel their shell erection agreement, it was solely at their discretion and not ours. We did, in fact, have our customer scheduled for shell erection service and our crew was preparing to travel to their build site when we received notification from our customer of their intent to cancel. Our shell erection agreement includes a liquidated damages clause specifically to protect eLoghomes from lost opportunity for revenue and the overhead expenses which are incurred when a customer chooses to cancel their shell erection contract. We invite our customer to contact our construction team directly on this matter, should they have a change of mind.

• Initial Complaint

  Date:10/02/2023

  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.

   
  Complaint: 20685929
  
  I am rejecting this response because:
  We are in communication but no action yet. None of the factors theyre talking about are at play here the weather has been great. The site has been prepped and documented and the delay only from them not having enough crews.  I ended up having to do half of the work on my own because I couldnt afford to leave the wood on the ground rotting, so I was not gonna wait until the bad weather comes in.

  I do agree that finally, Im getting some replies, but until I actually see action on the ground I would like to keep the case open. 
  
  Sincerely,
  
  ***************************

  ill take them.sent them an email informing of the fact that I would do the construction myself with all the trouble and extra cost and wanted to at least get my deposit back (for the construction part that they cannot do) .. No response.. I thought I was dealing with a respectable company and since They could not fulfil the contract in an acceptable time frame I Offred that we part amicably and just wanted my deposit back but They did not even replay to my email.

  

  Business Response

  Date: 10/26/2023

  We are in communication with our customer and are working with them to resolve the issue(s). There are many external factors which can influence the scheduling and completion of home construction projects, all of which need to be taken into account, such as site preparation, weather, etc. Delays such as this are unfortunate and rare, however, unavoidable at times. We will continue to work with our customer until all of our construction obligations have been met.

  Customer Answer

  Date: 01/29/2024

   
  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.
  
  Sincerely,
  
  ***************************

   

  From: *************************** <*********************>
  Date: Tue, Jan 23, **** at 12:50 PM
  Subject: Re: BBB Complaint - eLogHomes
  To: ************************* <**************************************>
  

  
  
  

  Thank you very much for checking on this Complaint. 

  I have reached understanding and agreement with Elog homes. They have completed the work, and I paid him what we agreed on and I consider the matter Closed.

  
  

  I think that BBB for facilitating The Communication And for following up on it.

  
  

  And I appreciate talking to you today. 

  
  

  Sincerely,

  
  

  *************************** DDS.,DMSc. 

  
  

  On Tue, Jan 23, **** at 9:40 AM ************************* <**************************************> wrote:
  

  Good Morning ******************, 

  
  

  I am writing in regards to the complaint you filed with the Better Business Bureau against eLogHomes back in October. The business never responded to your rebuttal of their initial response, and the case has remained open. Has eLogHomes resolved your issues? If not, what is the status otherwise? Do you wish to continue with this process? Please let me know. Thank you.

  
  

  Regards,

  
  

  *************************
  

  Manager, Accredited Business Services 

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  We ordered a kit and we are paying a lot of $. We have a delivery in one month. We are making another small change to the plans and they are saying it will be 3 more weeks til those are done. The kit is expected in 4 weeks!!! How do they expect foundation to get done without plans?!! Seems like they cant fully commit to projects they take on because it shouldnt take weeks. This is going to delay our entire build. **************** never gets back to you, no higher *** to talk to.

  

  Business Response

  Date: 09/28/2023

  When a customer ************************* that changes be made to their home design, floor plans,etc., it requires some time for our design team to complete. This process includes receiving & reviewing the changes with the customer, getting their final signed approval, redrawing the floor plan, creating final blueprints & elevations, and finally sending the final plans to an engineer who is licensed in the state wherein the home will be built. The engineering component alone typically takes 4, or more weeks on average. We were able to negotiate a much shorter lead time for this customer in consideration of their time-frame; however,this customer was not satisfied with this effort.

  We received the final changes from this customer on Friday, 9/8. This complaint was filed on Monday, 9/11, at which point our customer was made aware of the 2-3 week estimated time to complete, including being sealed by an engineer in their state. This customer wanted the process to move more quickly than that,which is not possible due to all of the tasks that must be completed, as described above. As per this customer's own words they decided to make their final changes four weeks before their agreed upon and scheduled delivery date,which is neither the fault of, nor attributable to eLoghomes.

  As indicated by this customer himself, the desired resolution was that eLoghomes shorten this process, which, as previously mentioned, is not possible, nor is it reasonable. In essence, in addition to the shortened lead time we secured with the engineer, this customer felt *********** be prioritized ahead of and above all other customer orders currently in process. We greatly value and work to the best of our ability with all of our customers, fairly and equally, and will not favor one at the expense of another. This customer would appreciate this principle and work ethic had another customer asked to put ahead of them in the design process. -eLoghomes

• Initial Complaint

  Date:08/17/2023

  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.

  I have paid in cash for thier BIG SKY log cabin kits. Throughout the process they kept pushing me for a delivery date. I told them that I needed to get my permit before I accepted delivery. They then told me they would.charge me ******* a month to hold my product. So with that in mind I accepted the delivery. Acquired my general contractor and then went back to Elog Homes and paid them a large sum of money for the labor to ************ during the whole process they would not return calls emails or texts now they are not returning my calls to provide me a date for when the contractor is coming to do the frame out. They are completely ignoring all emails, all texts and all voicemails. At this point my only resolution is to *** for my money refund. In addition to the money refund we will be suing for damages to the wood that was delivered that has been damaged due to us having to take it early, in my opinion, this company should be investigated. They are very predatory and are quick to take your money and then completely ignore all other calls text or voicemails trying to get what you paid for.

  

  Business Response

  Date: 09/05/2023

  We received a phone call from our customer on 8/17/23, the same day this complaint was posted. They initially called into our main sales toll-free number and was provided with the correct phone number to contact our construction team, who they then called. The customer was routed to a team members voicemail. Our construction team then returned the call the same day,but was routed to the customers voicemail. Our customer still has not returned that call as of 8/29/23. In a subsequent phone conversation with our VP of sales,this customer told us that the only reason they filed the complaint was so that someone would call back immediately, which we had done, however, this customer has failed to rescind this complaint, obligating eLoghomes to respond. We will address the individual points of this customers complaint here.
  
  This customer was unable to take delivery on his scheduled delivery date and pushed it back for four months, with no fees, or penalties applied.
  At no time did eLoghomes charge, or attempt to charge this customer storage fees for that extended time period as the customer claims in their complaint.
  This customer failed to adhere to the terms of both their material contract, by missing the agreed upon delivery date, as well as their labor contract (to stack their log package only) by not submitting photos showing that all required site preparation was done and the foundation was completed, which is required and specified in our labor sales agreement. They were not charged any penalties, fees, or any other up-charges whatsoever.
  This customer claims that ********************** was unresponsive to their phone calls, emails, and texts. The following two emails were taken from the customers contact history and show that this, in fact, was not the case;
  
  Email, dated 8/24/21, from eLoghomes VP-**************** to Customer:
  Hope this email finds you well, I havent heard anything back from you regarding any of the documents attached to the June 25th email. I have to move forward with your plans going into finals. Traditionally we draw the home on a crawlspace foundation unless were told otherwise. If I dont hear from you by the end of the week I will proceed with your order as is on a crawlspace foundation to ensure we can deliver this home on a timely basis in January of 2022.
  
  Email, dated 9/13/21, from eLoghomes VP-**************** to Customer:
  I have tried several emails & calls with no success.If I dont hear from you by the end of business this Friday 09/17/2021 this house finals will be drawn on a crawlspace foundation with no changes to the standard model. If this is ok with you thats fine if not, I need any and all changes this week along with your foundation information.
  
  
  Summary:
  As of today, 8/29/23, our construction team has still not received responses to their voicemail and email correspondence. We still have not received photographic proof that the foundation has been completed. However,we still have not charged a single penalty, or late fee. We find this customers claims to be a gross misrepresentation of the events and we strongly urge this customer to respond to our construction team and to discontinue the use of defamatory comments directed toward eLoghomes on public forums such as the BBB website.

• Initial Complaint

  Date:04/12/2023

  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.

   
  Complaint: 19923727
  
  I am rejecting this response because:

  I told ElogHomes upfront my situation that i was retired with a disability & i could only afford this log home because of their discount on the cabin & labor. I told them of the problems i was having of keeping a General Contractor, **** indicated they would work with me and this was not a problem. They said they often see this. I ended up going through five contractors before i found one who would not walk away because they found a customer spending more on a home than me. It was only then i could start working with my finance company. Each time i ran into a problem i would make Elog aware of it. They would indicated it was not a problem. Each time i accepted their word in good faith. They  never at any time mentioned there was a problem. When i started asking for info to give to my banker they started delaying return calls/texts to me. When I made the last change on my cabin prints (which are still incorrect) they kept messing it up, I ended up drawing it for them and sent it in in November 2022 and after numerous calls i got it back in February 2023 and they are still wrong. The last info i asked for on a Friday they said i would have it on the following Monday or Tuesday. No info by Thursday, for two weeks i left a message to **** (my customer representative) every two days and no return calls (this occurred all through my time with ElogHomes). I finally called ***** (****'s boss) she gave me no reason for **** not returning my calls. At this time ***** told me ElogHomes had cancelled my labor discount due to Elog raising their labor price. This was part of my contract and the cancellation put the cabin  out of my cost range. THIS IS A BREACH OF CONTRACT ON ELOGHOMES PART. THIS AMOUNTS TO BAIT AND SWITCH, which they have been accused of many times. I have a legal right to drop out of this contract and get my money back! 

  If you check the complaints against ElogHomes on your site you will see they have ***e this over and over to customers. Delay delay delay, bait & switch, & then claim their customers have no right to their money. Elog has over $9000 of my money; Over $4000 for delivery, no delivery was ever set up, I have not even giving them directions to my lot. This sould all be returned. Over $4000 down payment on the cabin and all they have *** is sent preliminary prints which i have mention before. Elog will continue doing this to their customers as long as they are allowed to get away with it. I personally believe a class-action should be looked into or at least a state investigation.   
  
  Sincerely,
  
  ***************

  . I agreed to pay them for the changes on the drawings which of today are still not correct as I asked for. I even **** them a drawing because after three attempts they still couldn't get it right. Their customer representative started pressuring for a delivery date, I told her until I had a closing date for the financing I could not choose a date. after about six different times I told her, if she needed a date she could choose, but I could not, she then asked me what month I wanted and again I said she is the one choosing, I can't until I have a closing date. These are all the same tactics I see they have used from your reviews over and over. I believe this company should be investigated. I have contacted them and asked for my money to be returned.

  

  Business Response

  Date: 05/03/2023

  We worked with our customer while they resolved issues related the their general contractor and lender, as long as feasibly possible. We began working with this customer in late 2021. Our customer indicated in November, 2022 that they were finalizing with their GC and with their lender. In March, 2023, our customer cancelled their order and, as per the terms and conditions of the signed sales agreement, the deposit on both the materials and labor were non-refundable.

  

  Business Response

  Date: 05/30/2023

  eLoghomes did in fact work with this customer and their issues related to retaining a G.C. and home financing for over a year. We incurred significant expenses related to our sales, customer service, and design teams, and also factored this order into our purchases of materials, which is why our sales agreements contain a section that specifies what these liquidated damages are and clearly states that a customer is in breach of their contract if they fail to meet their payment schedule and cancel their order. 
  
  We held this customer's ********** beyond the time period in which we were contractually bound to do so in order to try to work with them. eLoghomes in no way breached our contract with this customer, who signed a sales agreement with ** which stated that the non-refundable portion of their materials and labor deposits would not be returned if the customer cancelled their order, which this customer did, regrettably. Finally, we urge this customer to carefully consider the use of unfounded and defamatory statements in their public discourse regarding this issue.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 19923727
  
  I am rejecting this response because: ElogHomrs breached our contract by cancelling the building cost, ElogHomes said " their cost went up so they had to cancel the agreed labor cost". So I to take they wanted to now charge me more?? I relayed to them multiple times I could not afford any higher cost. If this isn't a breach of contract what is. As I said many times before they extended the time and said "It would not be a problem". Their design team cost for print changes came to less than $700.00 and I agreed to pay this. Their customer service is part of doing business unless they are charging for that now too! Time wise I would go for weeks without hearing from them, got transferred around to multiple agents, even if the agents where out of their office i would leave a message and no call backs. All the grievances I have listed in our transactions are listed by previous customers, all you have to do is check them out on BBB complaints for ELogHomes.  They cancelled my labor cost under contract, this would breaches any contract out there! I accepted their word in good faith. 

  The Good Faith and Fair Dealing act [is a rule used by courts in ***************** that requires every party in a contract to implement the agreement as intended, not using means to undercut the purpose of the transaction". "The concept of "fair dealing" requires contracted parties to honor the "spirit" of the contract - even when the contract itself is silent about an issue, and that neither party will do anything to interfere with the other party's rights to receive the benefits of a contract.]  ElogHomes breached our contract. "If someone fails to bring Good Faith and Fair Dealin to their contracts, you may be able to void the contract. Sometimes, you can also ************* party for violating the implied covenant of good faith and fair dealing. Every time you sign a contract, you are agreeing to more than what appears on paper. In *****************, each contract contains an implied duty of good faith and fair dealing. Essentially, this means that both parties intend to honor the contract - and that neither party will do anything to interfere with the other party's rights to receive the benefits of a contract.They deleted my labor cost under contracted and I could longer afford the cost. ElogHomes breached our contract. 

  They were no time set up for delivery of the log package and this means no labor time schedule neither, no cost involved. All of the labor money should be returned, no cost to ElogHomes at all. I agreed to pay for the print changes, even though the prints are still wrong. I did not sign off on them because of this, and remember these prints are preliminaries, not actual blue prints. These prints changes cost are minimal at best, and again I already agreed to pay for them. ElogHomes has roughly $9000.00 of my money, they have charged me around $700.00, so I am suppose let them have the rest of this money and not received anything pertaining to this contract in which they breached? I expect this money to be returned.   

  Sincerely,