Complaints

This profile includes complaints for Lonestar Custom Barns's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lonestar Custom Barns

  14701 Gordon Cummings Rd Canyon, TX 79015-7266

• 

  Lonestar Custom Barns

  2998 Rocky Pine Dr Helena, MT 59601

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:02/26/2024

  Type:Service or Repair Issues
  Status:

  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 am writing this letter to address the ongoing delays and issues surrounding the construction of the barn I ordered from Lonestar Barns to be installed at my home located in *****, TX ***** last July. Since then, there have been numerous promises regarding the completion of the project, yet to date, the barn remains unbuilt with no end date in sight.
  
  On June 14, 2023, I began communicating with Debbie to collect quotes on some of the barns offered through Lonestar Barns. Then on July 12, 2023, Debbie emailed me a copy of the invoice and wire transfer information for the agreed barn costing $47,900.00. Additionally, I was told on this date that the expected timeframe was “8-10 weeks or sooner.”
  
  By July 17, 2023, I paid two wire transfers totally the amount of $47,900.00.
  
  Since then (it is now Feb 25, 2024 - 8 months with no progress), I have gotten many excuses for why the barn is delayed, and they don't even seem to have the materials to build it yet. Communication has been completely sporadic.
  
  I finally had to request a refund which she is not giving me. I have no barn, no materials, and am missing all of the money that I paid her. I really just want my money back without needing to get the police or a lawyer involved.

  Business Response

  Date: 02/26/2024

  Ms **** did purchase a pre-fab barn from Lonestar. The barn was paid in full and she was told it had to go in line on the installers schedule when ready. Our installers have been stretched very thin with all the horrible weather we have had all over especially the rain. We had some trouble with a supplier who kept sending us the wrong special order roofing material which further  caused delays. Ms **** requested to cancel her barn on 2-23-24 which I requested confirmation she wanted to cancel and she confirmed in an email. We as do all other barn companies  have a 25% restocking fee which I wave when we put it on our pre-owned barn page to resell it. When we do this we refund 100% of the money our customers paid when sold. All other barn companies charge 35%. Notice of the restocking fee is on our web site as it is on our competitors web sites as well.

  When a barn is forfited or defaulted on we cancel/return the roofing due to next customer may want a different color, and the lumber so it can be delivered from the local vender that is close to new buyers location. We have a customer who want a very similar barn and we will reach out to them to let them know this barn is now available. Ms **** will get a full refund that she paid for this barn.

  Customer Answer

  Date: 02/27/2024

  I am rejecting this response because:

  I have not received my refund, and I've seen that Lonestar Barns has not given people their money back in the past. I have also not been given a specific date for when my refund should arrive. The restocking fee was never mentioned at the time of purchase.

  Business Response

  Date: 03/04/2024

  The restocking fee is clearly stated on our PRODUCT INFORMATION PAGE on our web site. It is the last sentence on that page. ********************* web site. However we wave that fee if it is put on our pre-owed barn page and it resells from there saving the customer a good deal of money in that fee. All our competitors have this fee charge. 

  Customer Answer

  Date: 03/06/2024

  It is not a binding contract to hide percentages on your website and then try to enforce them later. Let's not forget that I only cancelled the barn because it has become clear that you were never going to be able to deliver one. I was promised the barn in 8-10 weeks and we're now 7 months into this without ANYTHING being delivered. Furthermore, I was told that there were delays with the installers because of rain (even though we had the driest summer / fall ever), but then it turns out that you didn't even have the materials purchased. What were they going to install? Popsicle sticks?

  Also, if there is a 25% restocking fee, then where is the other 75% of my money? I expect that to be returned immediately.

  I've hired an attorney. I will be suing along with pursuing criminal charges until I get my full refund and attorney fees back.

• Initial Complaint

  Date:11/30/2022

  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.

  On April 1st, 2022 I wired Lonestar Barns approximately $28,700 for a custom fence after Debbie *****'s son, Danny and his crew built me a 2 stall breezeway horse barn that had been slightly delayed. He did a good job on my horse barn is a very pleasant person to work with. He has since left the company because they apparently did not have enough business to sustain employees. He is the only one that spoke the truth when things went south on the project. Debbie ***** repeatedly lies. The fence was projected to be built in June or July but that never happened so I canceled the order. Any email conversations continue to tell me I will get my refund and or lies that the company is expanding, flourishing, and they have no cash flow issues. This company is absolutely horrible. I have contacted the Arizona Attorney General, will contact the Montana and Texas Attorney General next aa well as my personal attorney. I do not recommend this company and they should be not be in business. I have been more than reasonable and flexible and want my money back. As a retired Army Officer and disabled combat veteran I think I deserve much better than this and really need my money back.

  Business Response

  Date: 12/12/2022

  ****** ******* ordered a very custom fence to match his barn which we normally don't build that type of stuff but we agreed to build it but he didn't get his money in right away and several other customers got their orders in ahead of him especially a 12 stall RCA  Barn which put his order at the back of the line. For some reason he just couldn't understand that we couldn't put him in front of customers that sent their money to us in a timely manner and he would have to wait his turn. We got his material in and cut it to his fence specs then he cancels his order. He is going to have to wait until I can refund his order as there is nothing to resell. No one will want fence panels 6' tall made from T&G. I can't return the material due to it being cut down to 6'.. He knows there is going to be a 25% restocking charge and knows we will refund just as soon as we get funds to do so.

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  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.

  On May 25, 2022 I wired $6650 to Lonestar Barns in Canyon, Texas. We had contracted with them to build a barn. It was promised to us within a month. At first Debbie, the president, was responding to us and told us there were some delays but now I get no answer. I leave messages but I get no response. They have my money and I have nothing.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/08) */
  I spoke with ********** ********* Today and reminded her that they asked to cancel the order ***** ********
  ordered and resell it to refund their money over a week ago. They ordered a very custom loafing shed with a horse stall within a portion of the loafing shed. I agreed to do just that. Our phones have been very busy and with 5 lines and one person answering those phones some go to message manager but they must leave a message to get a call back. Calling over and over and not leaving a message will not get a call back. When the loafing shed sells I will refund their money in full.
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I left a message each time I called. I called repeatedly because I was not receiving a response after several days. Lonestar promised the completion of the shed in 3 weeks as of early May. We were never notified of delays and only received information when I could get ahold of Debbie. Its now midAugust and I have no shed and no money. Debbie stated on August 8 that she would be returning my money. It's now a week later and I still have nothing. I wsn't that I canceled the order. Her company failed to deliver the product they promised. Never trust a company that requires the wiring of money rather than a credit card. If she can deliver the product then I will take it.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  As we stated before we will sell her loafing shed as she requested and refund 100% of her daughters money. We have several people interested and one person attempting to get a bank loan to purchase it. We don't accept credit cards because we experienced to much credit card fraud when we were accepting them. We also experienced counterfeit cashier's checks so bank wire transfer is the only sure way to accept an order payment safely.
  
  
  Consumer Response /* (4200, 12, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because Lonestar has my money and my barn and I can't get my money until they sell the barn, I have offered to buy the barn in hopes to actually have a barn by winter. As you can see, I am left with few options.
  
  
  Business Response /* (4000, 14, 2022/08/19) */
  We will check our spam file to see if her emails are in that file. She requested we resell it and give her money back so that is what we set up to do.
  
  
  Consumer Response /* (4200, 16, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  So now you have my money and refuse to deliver the product. It is my money as you can see from the bank transfer. It does not belong to my daughter. I was letting her handle the purchase but when you failed to deliver or respond I took over.