Complaints

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

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  Forever Redwood

  33710 Annapolis Rd Annapolis, CA 95412-9740

• 

  Forever Redwood

  PO Box 19 Annapolis, CA 95412-0019

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:01/27/2025

  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.

  We ordered a pergola for a project and gave the initial deposit in May 2024. It was supposed to ship in October originally but this pergola is needed to open a new restaurant that has been under construction. **** and Forever Redwood members told us if we pay expediting fees, it will ship in September. Since this time we have received numerous different ship and delivery dates. They required payment in full in December 2024 prior to providing yet another shipping date. We leave messages at their office every single day and not one call has been returned. Every once in a while they will respond to an email with vague information always saying it will ship "next week." we have paid Forever Redwood $86,183.49 and still have no idea when the pergola will arrive. This is now delaying opening of this restaurant and costing the resort an enormous amount in lost revenues and other damages from having personnel hired. We sent a demand letter last week to either deliver the goods or return our monies and received no response.

  

  Business Response

  Date: 02/03/2025

  Yes. This order has been delayed repeatedly but is now complete. We had some issues with the polycarbonate roofing and some of the timbers were not sufficiently dry. The project was completed several weeks ago. The delivery is in the ************ and we ship from *********, **. In order to get the order shipped, we had to build a complete route to fill a tractor trailer. This has now been done and the truck is finally shipping this week and the order will be delivered next week. In the course of the past calendar year, we shipped 475 projects nationwide. Due to logistical issues and the inconsistent volume of orders, nearly 10% of our orders the past 12 months have shipped out late. This order in particular is one of the most delayed orders of the past year. On behalf of the company, I apologize for this situation. The project is complete and packaged and it is a lovely shade structure that I hope the client loves. Thank you.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22864037
  
  I am rejecting this response because: We have been told this order is shipping "next week" for months now.  We still have not received any verifiable shipping information nor any correspondence or return phone calls from Forever Redwood.  
  
  Sincerely,
  
  ***********

  Customer Answer

  Date: 02/13/2025

  Our order has not been received. 

  

  Business Response

  Date: 02/20/2025

  The truck is in transit to ** from **. It is arriving in the next couple of days. The truck is a 50' tractor trailer with over a dozen orders on it. It started the trip in ** and is dropping off orders along a southern route through various states. The customer is located in **********, ** which is physically the furthest point from the departure point of the truck. It is expected to arrive in the coming 4 days. The bill of lading, assembly instructions and the trucking information has been forwarded to the customer. We are sorry for the many delays with this order. It has been an unusual set of events that occurred in succession but the order will finally arrive in the next few days and should be perfect. If there are any issues, please reach back to us. Thank you,

• Initial Complaint

  Date:12/09/2024

  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.

  I've purchased a pergola from this business, which I paid a premium for and expected best in class customer service. Nonetheless, I had several issues and received my pergola with months of delay, with the business consistently ignoring my calls and emails along the way.The product quality is debatable, the wood had several cracks on it and was delivered with the wrong assembly hardware, requiring my contractor to buy the correct size bolts, screws and nuts. It also came with the wrong parts to assemble the polycarbonate roof. Which my contractor was not able to provide.I've contacted Forever Redwood, and requested them to send the correct parts, instead, they asked me to source the parts myself and promised me in writing they would refund me for it. I went ahead and finished the project after having to pay for the parts, the delivery and the additional labor cost to replace the wrong parts for the correct ones.After that, Forever Redwood has been, once again, ignoring my emails for over 2 months. I'm happy to settle the matter for the parts cost as they promised. I'm not even taking in consideration the quality of the pergola, wrong hardware and additional labor costs I've incurred. But if I need to take them to court, I will request a refund for all of the above plus legals costs.

  

  Business Response

  Date: 12/10/2024

  Mr. ******* order was delivered late. We did miss a couple of deadlines but we finally got the job out to him and it was a beautiful structure. We have explained the reasons for the delays and have apologized. We have all the documentation on the final buildout and it was a beaulty. Mr. ***** rightly asked for price breaks and many discounts were added to his invoice. Between the original order discounts and subsequent discounts, he received a total of $5,607 in total discounts on a $30,000 order. We feel the discounts are sufficient and no further discounts are warranted.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22661544
  
  I am rejecting this response because: they asked me in writing to purchase the missing parts and assured me I would be refunded for it.
  

  The other discounts they mentioned, have nothing to do with it. They were due to their own fault in honoring deadlines. Not to mention they gave the discount to make up for the delays, then set a new deadline and proceeded to miss it again by couple months.

  In short, I paid the full amount agreed but the product was not delivered in full, with the missing parts costing me upwards of $1,200.

  Their customer service is the worst I ever experienced, so Im not surprised with their response, Im only surprised that, for once, they responded quickly.

  Sincerely,
  ****** *****

• Initial Complaint

  Date:12/01/2024

  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.

  We didn't want to publicly criticize Forever Redwood (FR) because they pleaded with us to understand their workload issues. This is a MAJOR warning to anyone considering ordering from FR, DO NOT ORDER! They are currently holding onto $3,080 of our hard earned money and clearly show no intention of getting us this money. They ignore and make excuses. July 2023 we ordered a Pavilion and paid $34,460 up front to have expedited 15 week delivery. If you have read reviews here you will see this is a pattern and a ploy the company uses to get you to give them all of your money. We received no order update, our contractor was ready to install the anchors (that were supposed to be sent ahead). FR had no intention of delivery of anchors or pavilion on time AND no intention of notifying. In time we got info to buy anchors at ********** with a promise to refund $1,080 (cost of their anchors). Revised delivery date in Nov came and went. No update unless we call, text and email.Pavilion delivered in Feb. FR asked for two individuals be present to help with delivery!?! Due to the insufficient means for an appropriate delivery, the pavilion was put in a location that made it necessary for our contractor to use machinery to get it moved. Even more cost to us. February we discussed contract violations and after PAINFUL negotiations they agreed to $2,000 refund, plus the anchors at $1080. March this email confirmed this: "I understand you are upset with us. In speaking with you we are going to be issuing a credit of $1080 for the anchor cost to be issued in the next 10 days. We will be issuing another credit of $2000 that has been put in the queue and will be in the next 30 days.I will follow up on these." Obviously we have not received our money. FR continues to ignore us or give excuses (if we get them on the phone). This is not right. FR should be forced to pay the people that they owe. Their actions are hurting people. Again, hard earned money has been taken.

  

  Business Response

  Date: 12/10/2024

  Yes. The ****** are owed a refund and we will issue it as soon as possible.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22624500
  
  I am rejecting this response because: This is the same promise that was already made in the email from March and told to me on the phone multiple times. Forever Redwood is trying to satisfy our compliant with BBB with no payment issued is the same reason we filed a complaint in the first place. What is truly upsetting is that one week before filing the complaint with BBB we emailed Forever Redwood and let them know we would be filing a complaint. We received no response from them. This demonstrates that Forever Redwood only cares about trying to save face with BBB and does not care about their customers. The only resolution here is to say that the wire transfer has been sent. Maybe try a phone call to us or at least reply to our email! There are no promises that can be made that the company hasn't already made and broken. Action is the only resolution here. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/21/2024

  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 February 6 I hired Forever Redwood to build a 16' x 16' Pavilion.They stated they could build it within 90 days.Although they claimed they would not take anything more than a deposit from me they took a total of $37, 756 from my credit card before starting construction.They didn't start the work until almost a month after their promised date, and instead of building the unit with dried lumber, they used all green lumber which caused immediate problems.They made numerous promises to correct the situation, but were still working on the job as late as September, when they finally installed the roof ******** this time the unit is a mess: due to shrinkage the joints do not fit, the posts are not plumb, there are countless cracks in the timbers, all the wood is covered in sap, the finish on the boards is irregular, the roof flashing is improperly installed, and run-off of the stain has stained the pavers.Forever Redwood has not returned to the job and no longer replies to my correspondence. I've hired an Attorney to Sue ********* have not lived up to their numerous promises. This is not a reputable ******* would be a mistake for anyone to attempt to do business with them.

  

  Business Response

  Date: 10/23/2024

  Mr. ******* original order was shipped with too much moisture. We were running behind schedule and this got past our normal inspection proecss. It looked great when first installed but it quickly developed finish issues in the heat and some boards also warped on the roof. We replaced all the roof boards and had our crew visit his home several times after wards also to address the overall finish issues the drying caused. It did take longer than it should have to get all this done, but we made a good faith effort to refinish the structure after completely replacing the roof. Mr. ***** still wants the posts replaced also because he doesn't believe they are of sufficient quality. They did develop a rough surface and some checking due to the moisture issue, but our lead ********* that worked on the refinishing reported that the checks were eliminated and that the posts are fine and they didn't need to be replaced because it would be a waste of money and of wood also to do so. What the structure still needs is a proper sanding and resealing of many of the surfaces so it all matches perfectly. We did this with the new roof, but Mr ***** didn't let the team properly sand the posts after the roof was replaced -  so we did the best we could and the finish is a bit uneven. If we are allowed to work as we normally do, we can make sure the finish is perfect and there is no need to waste this pavilion by replacing it. Finish issues with outdoor wood is a common theme we have experienced over the years. In this particular case the wood's excessive moisture brought out the finish issues quickly and it did honestly look terrible when it happened.  When we left after the last site visit, the pavilion looked good but was not perfect still. Especially the post's finish didn't match the rest of the structure because we were not allowed to sand and seal like the rest of the structure. A 2 day site visit will fix the finish issues 100% and we are willing to do so at no cost to make sure the pavilion is perfect. We just need to be allowed to work without restrictions as to what we can do. If we can do our work unimpeded he will be pleasantly surprised at the final result. All the wood is dry now and there is no reason to throw away something that just needs to be touched up. Please advise.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22452682
  
  I am rejecting this response because:  see attached document.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 11/06/2024

  I have reached out to Mr. ***** and am going to travel to his home Sunday the 9th of November to see the structure and reach a workable solution. Thank you. **** *********, CEO

• Initial Complaint

  Date:10/17/2024

  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.

  I placed the order for an Octagonal Picnic table on 5/15/2024. I paid $5.669.50 which included an additional $559.50 for expedited shipping. The order number is ******. I got an update on 07/25/24 saying the table was ready for sealing and shipping. I was then told by ****** ****** that my order was to be shipped in late August (never did) Then a woman named ****** ******** said it would ship by the end of September (didnt). Now ****** ****** emailed again and said it would ship by today - but hasnt. Now im contacting the BBB because i dont know what else to do ! I have made several calls in the meantime but I cant seem to get a ahold of anyone or get any answers. Please Help!

  

  Business Response

  Date: 10/18/2024

  Yes. Mr. ****** is correct about the delays. We ship table sets his size normally by tractor trailer in double card board boxes. But, both trailers that were to include his order wound up being overbooked and fully loaded. What we have decided to do is to place his order in a crate and ship by *** carrier. His order is finally leaving our workshop Tuesday night and he will email him the tracking information for his order late Wednesday as soon as the *** carrier processes the crate. We sometimes get overwhelmed during our busy spring and summer season and wish to apologize to Mr. ****** for putting him through 2 substantial logistical delays but there will be no more and he can plan on having his order a couple days before the end of the month. Thank you.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22436505
  
  I am rejecting this response because:  This is the forth time the company has said your table will be shipped early next week.  It has been 5 days since they said the exact same thing to the BBB.  They keep saying its scheduled to ship next week.   But nothing ever happens.  Its been nearly 6 months at this point.   
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/23/2024

  Mr. ******** order has been delayed as I have explained before. He is correct and has every reason to doubt since we missed the prior dates, but his order left the shop this morning. It is being dropped off at an LTL carrier this afternoon or tomorrow morning (depends on whether they can arrive before closing time). We will send the tracking number for the shipment to him tomorrow. He will have his order early next week. Thank you again for your patience. We think you will love the quality and workmanship. Please let us know.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22436505
  
  I am rejecting this response because:

  The company stated last Wednesday that my order had already left the shop and that I would be getting a tracking number last week.  I have received no further communication and have not gotten a tracking number.   I have no reason to believe my table had been shipped, despite Ms ****** saying it has been 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/31/2024

  The order is in transit. It is on a dedicated tractor trailer doing a "milk run" across several states dropping off over 10 separate orders. There is no tracking number since we are not shipping by *** carrier. Customer has been notified and knows it is in transit and should have it in the next 3 or 4 business days. We do apologize for the slow logistics and hope you love the order. Thank you.

• Initial Complaint

  Date:09/24/2024

  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 4/3/2024 I was notified that my order has enter the production phase and would be delivered on or around 7/3/2024.I was notified on 6/26 that my order was completed and ready for shipment.After the targeted delivery date came and went, I attempted several times to contact customer service to obtain an update on when I could expect to receive my order. I was finally contacted on 8/7 that my order would be delivered soon. A week later I was told that my delivery would be expected the first week of September.After the first week of September came and went, I received no updates as to the status of my order and it became increasingly difficult to get a hold of anyone at the company to understand when I would actually receive it. I began to worry that I had fallen victim to a scam. After calling every possible number I could find of people at the company, I was able to obtain the owner's phone number, who I texted with on 9/12. He assured me that the order would be loaded and out for delivery the following week.Since this time, I have received ZERO updates or information as to the status of my order. I have been following up on a daily basis to inquire. I have spent over $17,000 on this pergola and at this point I have no idea when or if I will receive it. I would like to know exactly when it will arrive and I also feel that some kind of discount to compensate for this experience would be appropriate.

  

  Business Response

  Date: 09/30/2024

  Yes, because of the location of the order cross country, we have had to wait to complete a tractor trailer load of orders that are in the vicinity and this caused the delay. The order shipped last week and will be dropped off in the next couple of days. Mr. ***** has been informed of this. Again, we apologize for the logistical delay and hope he loves the order. Thank you.

• Initial Complaint

  Date:09/19/2024

  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.

  I purchased redwood furniture under order #****** on 4/25/24 from salesman ***** ********* ********************************** for $8,305.40. I paid for these items in full. I was notified by ****** ****** my order was completed and ready to ship on August 7th, 2024. I have called forever redwood on 8/22, 9/3, 9/5, 9/12, with the last call being 9/17 spoke to ****** from engineering who would forward my inquiry to ****** with no response on when my items would ship. I have emailed them at email addresses ********************************** ******************************** imp-******************************* and filled out their contact form online all with no response on when this furniture will ship.

  

  Business Response

  Date: 09/30/2024

  Yes. The order was delayed but it is shipping out within the next 10 days. We will inform customer with the shipping particulars. We apologize for the delay.

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22308955
  
  I am rejecting this response because I want to keep complaint open until I receive the merchandise.  I want to make sure it ships. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/02/2024

  Thank you. Yes, that makes sense. 

• Initial Complaint

  Date:08/09/2024

  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.

  Jan. 2021 I purchased a custom pergola that came with a 12 year unconditional warranty against decay. Our warranties come with no strings attached. The hollow beams are constructed of four boards bolted together leaving seams at the top and bottom. The top seams leak allowing water to collect within the beam. In three years Forever Redwood has had teams out four times to remedy the problem. Four times water had poured out of the corner joints, four times they have tried to correct it, four times they have failed. Again this spring I noticed leakage and this time wood decay from accumulated water. Steel corner brackets secured with lag bolts ensure structural integrity however with the wood decay some of those bolts have nothing but decayed wood to secure the brackets thus jeopardizing the stability of the structure. This, only three years into a 12 year warranty.I notified FR and sent pictures as they requested. Their response was implausible if not insulting. Humidity and pollen the culprits they say. We strongly advise the installation of an acrylic roof. No mention of their warranty. Totally unacceptable and clearly an excuse to avoid accountability. The decay is clearly due to water intrusion from day one not humidity or pollen. They said they would send a team outTo do what differently I asked. No response. I followed up several times, no response. So here I am with a decaying potentially unstable unsightly deteriorating pergola with no practical remedy and a company which is stonewalling.

  

  Business Response

  Date: 08/14/2024

  We have explained to ******* on each of our complimentary visits that the issue of the staining has nothing to do with our structure. It has to do with vegetation nearby that collects atop the structure and seeps through. He has to cut back some of his trees if he doesn't want to deal with the staining. On our last trip out we told him we could not continue to visit free of charge to clean up something that has nothing to do with workmanship or quality of the product. The support timbers for most of our pergolas are boxed timbers. A boxed timber is notched into both the inside and outside of a post and is then reinforced with a block insert in between and the knee braces on the ends. This makes for a very strong design and is not a defect as ******* is alluding to because it is made from 4 parts. The structure will need to be cleaned regularly due to the vegetation nearby and so will his hardscape. Our warranty cannot possibly cover issues like staining of this nature and yet as a sign of exceedingly good faith, we did visit his home 3 prior times at significant cost eventhough the issue is not related to our work. Thank you.

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22118150
  
  I am rejecting this response because:  I hesitate to refer to FRs response since it is basically a non response to the complaint I filed.  My complaint is about the significant wood decay, which is well documented, not any staining. FR needs to reread the complaint and stop deflecting.
  FR refers to three complimentary visits however I consider them obligatory visits to attempt to address a defect in their product which they have failed to do. They refer to construct of their multipart timbers, but they still leak. Never before, during or after any of these visits was anything said about vegetation being the cause.  Rather, during each visit rainwater was specifically stated by the on site team as the problem and was demonstrated as such by pouring water on the beams and observing its flow.  Now, after only three years FRs failure to correct the problem has caused their wood to rot.  Only after I reported the decay has FR come up with the spurious excuses as pollen, trees, vegetation and hard scape. Little did they realize when they blamed these things that I regularly have the pergola and hard scape professionally cleaned and trees trimmed. That has not fixed the problem as they said it would. 
  The proof is incontrovertible: the pergola is deteriorating after only three years due to its defective design which allows rainwater to penetrate its timbers seams.

  The pergola has a 12 year warranty.  
  Every item on our website comes with a guarantee against decay.
  Our warranties come with no strings attached and do not require you to do any maintenance.  ( no tree trimming, no pergola or hard scape cleaning, no pollen protection, no vegetation abatement.)  Parenthetical statement is mine. 
  Forever Redwood will stand behind your purchase both during and after the warranty period.
  

  Its long past time for Forever Redwood to stand behind my purchase, to step up, to stop making excuses and fix the problem.  Thats the only acceptable solution.

   

   

   

   

   

   

  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/19/2024

  We have no need to stonewall. If there is decay we will address it. Please send photos so we can see what the decay issue seems to be. Thank you.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22118150
  
  I am rejecting this response because: I want to see what the resolution is.  I have previously sent pictures of the decay.  Check with ******. BBB system wont accept pictures from my photo library or I would send pics again. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/07/2024

  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.

  We ordered a pavillion 7/11/23 and paid $17,900 upfront + $1093.68 for 6 week shipping. The 6 weeks were to begin once we approved drawings. The process was slow but we signed off on drawings 9/7. 9/27, 20 days later, they emailed we must choose a new stain due to issues with the one we chose (we did so 9/2). 9/24 we received an email our project was in the cutting room. On 11/15 we received an email our order was complete. 12/27 they attempted to deliver (unbeknownst to us) and we were out of town. They wanted us to schedule a delivery date but we were unable to because at that point, our ground was frozen and full of snow, they wanted a crew to unload and our installation company was not working in the winter nor could it be reasonably installed. We have no storage space and they materials could not be left outside. Based on the timelines given and what we paid for, we expected delivery late October/early November. We would not have ordered a pavilion to be delivered in winter. They did not live up to shipping timelines (14 weeks not 6). They took materials back to be re-delivered come spring. We asked if they could install. We were told yes late May. We agreed and paid $7700 up front. As end of May approached we asked for an estimated date many times with no response. Finally we got a text from the installer. He said he would be there Memorial Day. We changed our plans to accommodate . He showed up expecting materials to be there (we thought he had them). They were never sent to us. We proceeded to email and call no less then 10 times with zero response as to where our materials were. We finally received en email saying they spoke with the *** and the materials would be picked up from them 6/5/24, to expect a tracking number 6/5 or 6/6. Those dates came and went and again we are receiving no response to our inquiries. We are left wondering will we every get this? When? I have much email documentation to support timelines and payment.

• Initial Complaint

  Date:02/08/2024

  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.

  I ordered their redwood structure with a promised delivery by DEC 2023 , as of now nothing delivered, one email notifications regarding a possible late shipment anoth promise of Jan 2024 nothing yet , I've called several times and got a promise of a call back explanation but no call back. I beginning to think I have been had

  

  Business Response

  Date: 03/07/2024

  The order was delivered late. A credit was issued to compensate ************ for the delay. He paid the balance due and the issue has been closed out.