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:03/16/2024

  Type:Service or Repair Issues
  Status:

  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.

  What happened to my complaint? I filed one several weeks ago, and have not heard anything.

• Initial Complaint

  Date:12/17/2023

  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.

  In February 2021 I began working with Tiny Heirloom to build my dream tiny home and deliver it to *****. With initial deposits for the home the home was supposedly in progress. I had weekly phone calls with this company and continued to make payments as they got further along on the construction of my home. With many road blocks, delays, deadlines not met, changes to the project and more I got concerned and learned of many other people who were in the same situation as me (Yelp, BBB of ******, ****** reviews). It has now been 3 years, they have $170,000 of my money and no plan to deliver my home. I have threatened legal action and tried to negotiate to get them to finish my home and they continue to lie and delay the process. Upwards of 50 customers are having this exact same situation and they are scamming and stealing all of our money. Lawyers don't know how to *** for this situation and I am at a loss for how to get my money back from this fraudulent company.

  Business Response

  Date: 01/04/2024

  ****,

  We understand the frustration that you are feeling through this process, however, we feel providing factual information would be vital in an understanding of the situation. You ordered a tiny home on wheels from us. We were ready, willing, and able to produce that. Due to the purchase of your property, which occurred after the purchase of the tiny home on wheels, it was discovered that a tiny home on wheels would not be appropriate for your newly acquired land. The process was stopped to aid in providing a solution for you. Had we followed through and built the tiny home on wheels as you had originally ordered it, you would have received a home that you would not have been able to use in the way you were intending.

  Through the required revisions of your home given to us by both you and local officials, there were a number of new hurdles that had to be overcome. Hurdles including Covid constraints, vendor delays, increased material & labor costs, and inspection processes. This all took additional time, energy, effort on our behalf, especially where we have already outlined a detailed timeline to you regarding progress since the beginning, showing consistent, regular progress over time. Certainly some pieces have taken longer than we anticipated. However, at no point did we operate without your best interests in mind. Your perception of us being a fraudulent company, is simply untrue and truly disheartening after the years of time, energy, ****** and real progress on your home that we have made and truly have done our best to communicate that progress with you.

  As we both know, the city that your property is located in, improperly provided a build permit which stopped us dead in our tracks of progress, which also means that we had to go through the proper channels for approvals and inspections to ensure you have a safe, functional, and reliable home in the end. We have provided, or are actively providing, ways to progress forward, however, due to your threats of legal action, we must ensure that any offers we do provide are fully outlined, detailed, and written to ensure there is no miscommunication in our offerings. This does, unfortunately, take further time to prepare this. Despite all the hurdles faced, we still want to deliver on your tiny home and are continuing to push forward to do so, all while taking on additional costs that have surpassed our original contract. We look forward to a positive resolution, however, taking time to respond to inaccurate and misleading claims, such as these, unfortunately takes time out of the day that can be spent working towards your homes completion.

• Initial Complaint

  Date:07/25/2023

  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.

  On 10/7/22, I signed a contract to have a tiny house built by this company. I also forwarded them $112,110.86 dollars as a down payment on my tiny house. Last week I got a email from the Project Manager on my build and she informed me that they were moving from their present location and had not started the building of my tiny house and were not even sure they would have it done by the end of December when I was retiring. I did not want to take a chance in being homeless so I cancelled my build and ask for a complete refund since they hadn't even started on it. Now they are telling me that if I cancel, they will take around $65,000 of my money. They have been sitting on $112,000 plus since October of last year and now tell me that they are going to take my money from me when they haven't even started building my home. As a *********** veteran, I don't have the extra cash just laying around for them to take and then not even provide my home in a reasonable time. They were first supposed to have it done by this month, but needless to say that will not happen. I need help getting my money returned to me and also making sure this company cannot scam others like myself. Thank you.

  Business Response

  Date: 07/25/2023

  To whom it may concern:

   

  **************** did sign an agreement on 10/11/22.  We received an email on 7/17 from ****************, stating that she wanted to cancel her contract because of her life and circumstances had changed.  According to the agreement that **************** signed, clients are not entitled to a refund because of "buyer's remorse" or other circumstances changing and is why we have a termination fee in our agreement.  Our contract states that a termination fee applies if the agreement is terminated by the client, along with any miscellaneous items, time, and labor spent on the project.  

  Both ********************* (Heirloom's co-owner) and myself had a call with *****************  (Just as a side note, **** is also a veteran and Tiny Heirloom is a veteran-owned company.)  Both **** and I discussed her options with her, which are attached to this complaint. She obviously did not like the options given to her.  We gave her the other options so that she could make an informed decision.

  We have already started working on her project.  From the time it goes from Sales to the **************** and then to design, and finally building the home, we have employees working on the project behind the scenes before we even put the trailer on the shop floor.  **************** has been communicated with appropriately and without delay.  

  Unfortunately, we cannot navigate a client's life circumstances.  Although we are sympathetic to our clients when these situations happen, at the end of the day, we have to run a business.

   

   

  Customer Answer

  Date: 07/25/2023

  ************ mentions in their contract on page 2 under Roman ******* V that commence construction within 30 days after the effective date which was 10/10/22..   As seen below, that was signed on the same date as mentioned in this email.   They did not start the building of the tiny house and the last email I got from the Project Manager in April said that my tiny house had still not been moved in to the manufacturing stage of building it.   When I contacted the same Project Manager a week ago, ***** told me that the tiny ****** probably wouldn't be done by December 2023 when I am supposed to be retiring, and she was not sure when it would be done but that they would be working to get it completed as soon as possible.  ************ has had my money, $112,110.86 dollars since October of 2022, and have done nothing to get my tiny house completed.   To follow the same contract language they are holding me too, the tiny house would have to be delivered to me by 10/20/23.    Since they have not even started on it, I find that highly lightly.   I would like my money back and I would like this company held accountable for unfair business practices and to tell me what they have been doing with my money since October of last year.   I understand they have a business to run but that does not mean they have a right to steal money from people and not be held accountable.   I have consulted an attorney and he said their business practices are at least unethical and if you look at some of their reviews, I am not the only ones this company has not treated fairly and delivered other tiny homes buyers on a reasonable time table.   I am asking your help in getting my money returned to me, even though as far as I know they have been using my money to run their business and as my attorney told me, that is against the law.   The money that was sent to them from me was meant for my tiny ****** and not others or to handle their own financial issues.   I have also consulted the Attorney General of ****** to seek help in getting my money returned to me.   I don't care if one of the owners is a veteran, if he truly believed in the oath he raised his right hand for, he would not be taking money from a fellow veteran when they have not fulfilled their part of the contract.  I have attached the part of the contract where it mentions Commencement of Work & Time of Completion.  

  V. Commencement of Work & Time of Completion
  Manufacturer will commence construction of Clients Tiny Heirloom within 30 days after the Effective Date and will substantially complete the Work (through delivery) within 12 calendar months of the Effective Date (the Completion Date). However, Manufacturer is not responsible for performance and construction delays beyond Manufacturers control, including but not limited to: the actions, neglect or default of Client, acts of God, acts of war, vandalism, fire, shortages of materials or labor (from COVID-19), delays caused by governmental agencies and utility
  companies (from COVID-19), adverse weather that interferes with construction, or delays caused by Client extras and/or Change Orders (as defined below). The Completion Date shall be extended for a reasonable period equivalent to the time lost by reason of any or all of the aforementioned causes. Manufacturer is not liable for damages if substantial completion of the Work occurs subsequent to the Completion Date, except where delay of substantial completion of the Work is due to the act, neglect or default of Manufacturer and its employees,
  contractors, subcontractors, or others under its direction, control, or supervision. In no event shall Manufacturer be liable for consequential damages.  (Date was moved out due to company moving to another location.    That is not a reason for my home not to be built.)  Now that I am wanting to cancel this order due to the lack of confidence in this company, they are now claiming they can have it built by December.   I want my money back that I sent to them, and want to wash my hands of this company and the lack of respect and lack of dignity they have given me and my situation.   I am not a big company with a lot of money to spare, I am a single woman, 62 years old with a limited budget.   I was not planning on having to fight to get my money back from a company that has no ethics or regard for other human beings.    

  Accept Time Mon Oct 10 2022 00:45:35 GMT+0000 (GMT) ACCEPTED BY    *************************** 10/10/2022     Based upon the contract, they should have started building my tiny house on November 20, 2022.    They did not, they violated the same contract they are trying to make me abide by.   I want a refund of all monies sent to them that they have had for the last 9 months.   

  Thanks for helping in this matter.   

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20374493
  
  I am rejecting this response because: I have already enclosed my comments in previous response.  ************ did not fulfill their contract and yet expect me to abide by a contract they themselves did not fulfill.   I want my money returned to be in full by the end of this month.    I have already contacted an attorney and if necessary will seek legal recourse.   
  
  Sincerely,
  
  ***************************