Custom Northern Log Homes, Inc.

Since early this past September I have been bound to bed awaiting back surgery on Nov where the surgeon removed bone and replaced it with steelWe have a clear policy as far as cancellations and refunds and we were ready to start the work and was told by her that her her wood was to bad to clean
and it all needed to be replaced, which is not the case at allI informed her of our cancellation policy and told her her deposit would be forfeited.She was informed by *** of her start date but she elected to not have us to show up and do the work because someone told her her wood needed to be replaced, so of course we did not show up.We will offer her a one last chance to complete her deck this coming spring for the contracted amount, this way she will not be out her deposit.Below is a partial from a written signed contract ----------Cancellation Policy:You
may cancel your order by notify us in writing ie US PostYou MUST call us
first then send us a letter within business days of your scheduled start
dateWe will charge a processing & handling fee equal
to 25% of the project's total contracted amount

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me.
Regards,
Jeff *** Consumer states issues were resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
December 19, 2015 Appleton Deck Renewal 1300 East Glendale Ave Appleton, WI 54911 [redacted] and [redacted], I have reviewed your response to my complaint and find your response to be unacceptable.  It does not resolve the issue for the following reasons: The fact is that [redacted] did not inform me of a start date.  The only start date I had was written on the contract as 6-7 weeks from June 11, 2015.  I was in fact waiting for them to call me with a start date so that we could discuss the concerns I had. The fact is that when I told [redacted] on the phone that I wanted to cancel the contract and have my deposit refunded he did in fact say that I could have a refund, but [redacted] handles the refunds and he ([redacted]) would ask [redacted] to call me immediately.  Neither [redacted] nor [redacted] called me in the month of August and the numerous calls I made to them were ignored by them.  Then in September I sent them my letter of cancellation which they also ignored.  Finally, in October I did happen to get [redacted] on the phone.  He said he was not aware that I had sent a letter of cancellation, but he would check into it and call me back.  [redacted] did not call me, so I contacted the Revdex.com and began the complaint process. [redacted] has offered me one last chance for them to complete my deck project in the spring.  Due to the lack of courtesy and lack of professionalism they have shown me this past summer I cannot accept this offer.  I have no reason to believe that they would in fact honor the contract and it makes no sense to spend $3400 to clean, strip, seal and stain a deck that needs to be repaired or replaced.  I believe I was misled by [redacted] when he told me the wood was in good condition. I believe that the $1000 I paid them in June should be refunded to me immediately. Regards, [redacted]