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:12/11/2024

  Type:Service or Repair 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.

  Lelands Cabins accepted our deposit and site visit payment totaling $3350. They never mentioned we would be required to have a licensed general contractor on board to complete this project (which is not possible for us). Their partner bank found out we werent able to get a GC (but we did have all other contractors on board) so then they changed their policy to state that we were REQUIRED to have a GC. We couldnt find one to work this far out (they knew this). We were so excited about the cabin being delivered and were utterly heartbroken when we realized there were no options to secure a GC. We halted the project the day we discovered it was not possible. Not because we wanted to but because we had to and we didnt want the nice people at ********************** to start working on the project that couldnt be completed. Then, we found out that they placed all the blame on us and will not refund any portion of our money. We have a plethora of emails, texts, and documents showing our attempts to come to a resolution but they will not budge. Now they are saying we are bullying and threatening them by informing them that if they will not return at least 1/2 of our money, we would take legal steps, make a complaint on BBB, and file with the *** to hopefully protect others. We had trusted Lelands Cabins as they continually told us we were in good hands. In retrospect, we realize there were red flags because they were not going to help us permit the modular build, they are not licensed in **, and their partner bank started changing their requirements early in the process. Not only do we have to go with a different company and start over, but we also dont get the cabin we had dreamed of, we have lost out on $3350 which is a huge amount of money to us, and they are placing all blame on us and telling us we are threatening and bullying them by informing them of our next steps (lawyer, BBB, ***).

  Business Response

  Date: 12/23/2024

  Thanks for looking into this matter. It is very important for us as a company to be ethical and fair in all we do and I appreciate your diligence in looking further into this Matter. 

  My name is **** I am the new GM of Lelands Cabins and during this process I was in the role of Director of Operations. This started back on 10/15/24 When ******* ******** decided to move forward with the purchase of a cabin. On this date she signed a contract (attached), a set of plans, and gave us a deposit of $2,500.00 to move forward with the purchase. During this sale it was explained to her that the $2,500 deposit will start the process of engineering and hold her price as she tractions through her funding with a lender of her choice. It was communicated that this will start the engineering process which she will need for funding and will hold the price but that we will not start building her cabin until we receive a 50% deposit. During this process there was lots of communication back and for with our team to serve and answer any questions that she had. She mentions that she used our funding partner but just to be clear we have no in house funding and we only make recommendations of lenders that our customers have worked with in the past that seem to serve them well. The expectation is that our customers are 100% responsible to obtain there on financing but we will assist in any way we can along the way including communicating directly to the vender with any info that will help move the funding forward. We moved ahead with the engineering process to get her plans underway so that they would be ready for her lender and the building process. Along the way it was evident that she would need a site check which is a service our delivery company offers to insure what size of cabin is able to be delivered and what needs to be done in order to receive said cabin. This Cost $850 and is a direct cost from our vender that is passed on to the customer. It was communicated that the site check is paid for by the customer but will be rolled into her cabin total if they follow through with the purchase of the cabin. At some point their lender advised them that they will require them to have a General Contractor in order to complete their loan. We do not control this and we have seen lenders require it and some that don't but recently they are all moving towards being more strict with this policy then we have seen in the past. ******* reached out and let us know that this was an issue so are team jumped into action to help solve through this and our On-site supervisor called as many General Contractors in her area that he could find to see if they would be willing and open to take on her project. He did find several contractors that would service her in her area but then we received communication from her that she is unwilling to pay them for their service and because she is unwilling to pay she will need to cancel. We communicated that we are actually actively working on GC license in different states to help serve our clients in this way but that we were not quite there with the state of *******. We communicated that we would be willing to hold her deposit and put it towards her cabin within the next year or on any other cabin purchase if she needed to change the design to fit better into her budget. This is when she requested a full cancelation and a full refund. This is also when I made first contact with her and let her know that we do not typically offer a discount in this situation as the deposit had already been spent on the engineering and site check. She made alot of claims about us scamming her which I assured her we were not and even went against my better judgement and sent her the paid invoices for her project totaling $ $2,469.85 for engineering that we had accrued as well as the invoice for the site check from our delivery contractor for the $850. I apologized for her situation and said that I wanted to do my best to serve her as a customer. She did make **** more accusation and threatened lawsuits, filling with the BBB, leaving "as many bad reviews as possible on the internet" etc, to which I responded that the best way for us to work this out may be on a phone call and that I do not respond well to threats or her trying to bully us into but that I am willing to have a real conversation with her about her current situation. She couldn't quite see how this was not 100% our fault and felt like we were taking advantage of her. I asked if she had time to have a phone conversation to hopefully try and help her understand the situation from our view and was fully ready to offer her a 50% refund because of the situation but I did want to ensure that she was not going to take the refund without understanding the situation and still blast us for what she felt was us breaking her trust. I wanted to be able to fully communicate and come to an agreement. I never received a phone call or a good time for us to schedule one and she stated that she would not be responding anymore and that I will her from her representation moving forward and that is were we are now. I am actually ok giving the $1250 refund to her because we do care that her project is not going through but as you will see in the attachments we are not making a profit off of this deal as we have completely spent the deposit on her project and fully kept up our end of the contract and fully intended to deliver the cabin she bought from us. We do care about our customers and do want to do what is right morally and ethically and that is why we have a contact and communicate upfront what this process looks like. As you will see in the contract we are legally and morally fully within our right to refund nothing but we also care about people and are willing to look at each situation and do what is right out of the goodness of who we represent. I am open to sharing any communication that will be helpful and still open to having a mature conversation with her if she is willing.

  Customer Answer

  Date: 12/24/2024

  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. While it is not ideal, and I still believe they intentionally misled me with their friends at their partner bank, Ill accept the $1250 as its between than nothing. I may still submit to the *** so others do not get scammed by this new owner. I would have never gotten this money back if it werent for BBB. Thank you!
  
  ******* ********

• Initial Complaint

  Date:09/11/2023

  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 Victorian Playhouse from one of ******** Resellers, ProSturctures ******* on September 30, 2022 and paid 1/2 down ($3,723.80) with Ck# ****. Though there were numerous problems with the way the business was handled, I would like to focus on the condition of the Playhouse when it was delivered on July 10, 2023. The Playhouse arrived damaged on the roof. There were many shingles missing, scratched and bent, especially along the ridge of the roof (2 pictures included). I told the delivery driver, ****************************** before he offloaded the transport, that I was refusing delivery due to the damaged roof and for him to take it back. He assured me that ******** would take care of it by sending someone out to remedy the damage once they saw the note of the ridge shingles that need to be replaced along with a few of the dimensional shingles on the Shed Delivery Checklist (attached). No one from ******** reached out to us. When I reached out to them, their *************** **** **** stated they needed the Shed Delivery Checklist and photos of the damage uploaded to their system to schedule the service order. On July 19th, I received a text from **** *************** claiming to be a service tech for ********* stating he would be at our home that afternoon between 12pm-1pm to repair the building (*************** attached). Then, when he realized we were in ****************** ** (over 4 hours away), he apologized for not being able to make it and stated ******** would need to send someone else to do the repair (same *************** attached). After this, my husband and I reached out to ******** via phone and email countless times, but we never heard from ******** again nor has our building been repaired. We want our building to be repaired, professionally and correctly, as that's what we expected when we purchased a new building.

  Business Response

  Date: 11/21/2023

  Hey *******,

   

  So just did a little research on this; I don't have the entire back story but we will be getting this on the schedule to repair next week.  We have hired a new service tech and he will be reaching out to the customer the first part of next week.  This will be handled by end of next week.  

• Initial Complaint

  Date:03/01/2023

  Type:Sales and Advertising 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 signed a contract for *************************************** on 1/7/2023 and paid a deposit of $5132.13 which is half the cost of the total purchase. I received a email from ******** on 1/12/2023 advising that I would receive a call from the number ************ to collect any remaining balance due as well to schedule a date for the crew to come build my shed weather permitting. I received another email on 1/19/2023 from ******** advising that they were on track to have my shed installed on-site in 3-5 weeks. I called customer service requesting to cancel the purchase on 2/28/2023 due to them not keeping the end of the deal to contact me for the remaining payment and provide a date for the construction of the shed, the customer service rep never provided a reasoning as for why I haven't been contacted for the remaining payment and provided a construction date but advised me to contact them in the future for another purchase and referred me to my seller ****** to process the cancellation. UNBELIEVABLE. ****** calls me regarding cancellation and states she was unaware of the issues and thought that the shed had been installed. I explain to her the issue is that there is no excuse for why the payment hadn't been collected and a date for construction being provided, I have a very hectic work schedule for the next month and a half. ****** proceeds to tell me to have a family member take off work to have the installation completed or allow the company access to the property which I feel was very inappropriate and insensitive. She provided no explanation as to why ******** had not kept the end of the deal but stated that I should have called her which is incorrect because as a seller she should have keep in communication with me regarding the sale. She also made sure to inform me that I would be charged a $1500 fee for cancelling. Here it is 3/1/2023 and I have yet to receive a call to collect the remaining payment and provide a date for the construction of the shed.

  Business Response

  Date: 03/13/2023

  *********** signed a sales contract for the installation of an onsite build storage shed purchased from our ********** dealership in January 2023. Our policy for onsite builds is we collect half at the time of order, and the remaining balance once we have scheduled the unit to be built. We have documented correspondance that *********** was contacted by our Onsite Team (the number referenced in her complaint) on January 16, January 23, and Feburary 16, introducing *********** and attempting to verify that *********** was ready to have her unit scheduled for installation. The customer let our team know that she had approval from the *** but needed to get the slab poured and would let us know once it was poured. *********** contacted our team on Jauary 23rd letting us know that the *** had not approved the structure and asked about canceling, she was refered to her salesperson for the information on canceling the unit. On February 16, our team reached back out to *********** asking if she had gotten things resolved with the *** she let us know she had but that concrete slab had not yet been poured for the unit to be built. On February 28, *********** contacted our ************* team letting them know she would need to cancel her sale when asked why she needed to cancel she stated her schedule was going to be hectic and she would not have anyone available to be there when it was being built. Our team referred her back to her salesperson in order to start the cancelation process. Due to not receiving the cancelation paperwork from the salesperson our ************* team initatied and complete the cancelation for *************** sale on March 9. The cancelation policy that is listed on the salespaperwork *********** signed when she first purchased was refunded to the customer on March 9, 2023. 

  Attached is a copy of the signed paperwork, copies of text messages and calls between *********** and our team. 

• Initial Complaint

  Date:06/20/2022

  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.

  Feb 2022 i contacted lelands sheds about Rent to own. I told the sales rep i wanted a barn with a loft. I requested to not build the stairs.a lift was going to put in place as a make-shift elevator. The sales rep said ok. I saw my shed complete as i drove by. just by a glance i can tell it did not have a loft. I emailed the sales rep and verifed i had a loft. I received a picture of a loft. April the shed delivered & the driver dropped it on the dirt & not the blocks like the papers suggest. the driver stated he charges. the dirt he dropped it on was soft. The paperwork stated if not on the proper foundation my warranty would be no good.2 days later i emailed the sales ************** service questioning the warranty & to send the driver back out. I also said that the shed is not what i ordered. Just to clarify Lelands site states "lofts are 6ft high" what i had was 4ft high. i had to crawl around. I got zero communication. as it rained the shed was sliding. we tried to lift it with our ************ fell, almost on my dad & the corner of the bucket put a small hole in it. I sent weekly emails and phone calls every week until June 14th. I contacted AFG told them i was not paying for something i did not receive. So they scheduled a pick up. Meantime lelands told me i had to forfeit my security deposit because of the amount of time that has went by. I said the lack of communication was on their end from ******** to Corporate. I have documented everything. Lelands sales rep told me AFG had my money and they have no say. AFG told me they only had 50%. I called lelands back for the other half & now they tell me its up to AFG if i get back any. I was never given any option with getting any other shed. the sales rep said oh lelands is at a loss you get your money back. worse customer service ever.

  Business Response

  Date: 07/08/2022

  AFG Rentals received a call from ******************* on 6/14/22 requesting a pick up of the unit due to her being dissatisfied and that it was not the storage shed she had expected to receive. On 6/16/22 ******************* called AFG Rentals asking what amount would be refunded to her. AFG Rentals explained to *******************, that she would be refunded the security deposit of $626.50, but not the first month's rent of $504.32 once the unit was picked up and her account closed out. The storage shed was delivered to ******************* on 4/7/2022.

  ******************* did call ********************************* stating the loft was not what she had expected as she was planning on putting a lift in the unit to use as a home office. Our ************* Team explained to ******************* that our lofts are 4 ft. lofts as stated on our website and in our brochure.

  ******************* also let the ************* Team know that the driver was not able to set the unit in the area she wanted nor on the blocks, and that her and her father attempted to set the unit with a tractor. While trying to set the unit the customer's father dropped it causing damage to the unit. ******** sent a service technician to the customers property to level and set the unit and repair the damage caused by the customer free of charge. Once the technician arrived it was determined the area the customer was wanting the shed placed was not stable and he would not be able to set the unit there or repair it due to the unit possibly falling. It was recommended to the customer that an alternate site or different foundation other than blocking be done to set the storage shed on due to the ground conditions. The customer was informed once the alternate site or foundation was prepared ******** would send their service technician out to set the unit and repair it.  On June 16, 2022 the ******** ************* Team received notice from AFG Rentals that the customer had requested a pickup of the unit. 

  
  

  Customer Answer

  Date: 07/08/2022

  Complaint: 17444838
  
  I am rejecting this response because: This did not deliver April 7th. April 7th I drove by the ***** and see the shed with my colors, problem no loft. I sent an email on April 7th asking ****** the sales rep if that was my shed. If so There was no loft.  On April 7th, customer service then sent me a picture of a "loft" . I said replied back ok well the building looks very disceiving but ok.  I had reached out to ****** 2 more times. Via emails. These are all date stamped. Asking When was i going to hear from someone for delivery. **** the driver called April 18th. we set it for 3 appointments that week. Finally delivered Saturday the 23rd. When I spoke to **** on the 18th, I told him we were putting on a foundation that use to belong to a house. A cement foundation. However we were confused on the center. there was sand on one side the side was 5x5. I purchased 60 cinder blocks, 1 yard of cement sand mix, and 15 bags of cement for this shed. We were in the process of getting ready to pour. **** said wait you might not have to do all that, let me look at it.  So when **** arrived Saturday he stated he was in trouble it was his wifes birthday, and in his truck was his wife and son. I showed him where it was to go. and he said , I charge to level. I was puzzled because per lelands list of things to do it states the driver will brings blocks. **** had no blocks and **** want to charge me. he was in a hurry because again, it was his wifes birthday.  he looked at me and said i can drop it right here. i just looked at him. furious after missing 3 appointment and 3 weeks after finished . this was crazy. he dropped right where we stood. my parents came home and my dad tells me no it has to go on blocks per the paper work, and he dropped it on a sink hole!  It rained that night. the shed started sliding. we had no choice but to get the tractor and try to do this. it was muddy and shed slid. I emailed ****** right away again i still have the emails. no reply. **** called me 2 months later i told him he put it on a sink hole, and he im sorry.  I spoke to ***** he told me he spoke to ****** and yes ****** does recall me stating "please dont build the stairs, i have a lift for a elevator" and ****** tells me ok., i have that in writing to. but ****** tells ***** he was confused. lelands does not do stairs, they do ladders??? big red flag, ****** should have told me that.  

  Now when the serviceman came out, he could not believe the driver dropped it there, he seen we were struggling very fast because it was clearly sliding. I have lots of pictures. The walls are separating from the roof.  It a mess. I showed up what were going to do and he said that **** could have put it where we wanted.  and he said but sense it has went this far, just pour that 5x5 cement  and lelands will call. guess what. lelands never called. i called corporate i emailed corporate constantly. When June 14 i had to call AFG i said what do I do. They said they had to come pick it up. I did not want them to. I even asked them if they were going to let lelands make it right. they said we will have to have our driver come get it. I asked if it was going to be ****, they said no, it there driver.   Well **** messaged me a week ago asking if he can come get this. I told him sure, however AFG said lelands no longer had anything to do with it. And ****** Told me he gave my whole $1200 to AFG. I found out different when i called afg. I was lied to from the get go.  Breach of contract. and this shed is still sitting here!

  I have all comunication saved and date stamped and time stamped as well as a lot of pictures. 

  Regards,
  
  *******************************

  Business Response

  Date: 07/19/2022

  Hi marybel 

   

  I have been trying to attach these emails and my computer won't let me. Below you can clearly see me starting to question the sales *** ****** about missing the 2nd floor. I said I only received pictures of the first floor.  He just ignores me. He admitted to his boss ******* that yes he realized he missed the big red flag .