Complaints

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I provided a digital 3D model and dimensional drawings of a house I wanted to build. Aside from minor changes the concept and drawings didn't change. Initially I spoke to a salesman that provided a link to pre-planned houses the company provides that was a similar size and style. The pricing was within my budget so we proceeded. The company provided a rendering of the house and a quote was provided. I proceeded to make a $***** payment to proceed to full drawings. At this time, I received a new quote **% higher than the previous quote. I spoke with a couple managers that were unable to explain the price increase beyond it was miscommunication and you don't understand. It's not overly complicated to dissect a price quote and realize someone is lying with zero intent of making the situation right.

  Business response

  03/23/2023

  We're sorry to hear that your experience with Timberlyne was anything less than exceptional. 
  
  We have investigated the issue, and there was an internal miscommunication on our part. We are taking the initiative to improve our processes from your feedback and experience. We want to ensure this doesn't happen again.
  
  We sincerely apologize for any inconvenience this misunderstanding has caused. A full refund of your payment has been processed.
  
  Thank you for making us aware of the situation. We greatly appreciate your interest in Timberlyne. If you have any additional questions, please contact us at ************.

  Customer response

  03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Insufficient refund. Not including my time, the lose of partnerships, the delay and overall affect on pricing, the refund was insufficient and not requested. Per a phone call conversation I requested honoring the pricing not refunding a deposit.

  Either honor the pricing or pay the difference in pricing of an equivalent company, $******.

  The planned strategy of baiting and switching is obvious in many ways, but most obviously in the roof pricing. Comparing the all-inclusive original pricing to the switched pricing. Furthermore, the drawings provided that listed each component of the build in correlation with the original pricing.

  I’m amazed at the continued excuse of miscommunication. A lie is the intentional miscommunication and this is clearly a lie and a strategy I hope to stomp out with clear and honest communication to the BBB and potential customers.

  Sincerely,
  
  Andrew *****

  Business response

  05/05/2023

  We would like to apologize for this unfortunate experience, and reiterate that a full refund was given as requested.

*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. ↩