Repeatedly told our dream retirement home would be x amount. Paid drawing deposit and got a quote....OOPS. That was only materials and not labour...so our dream home just increased by ~70,000.00. If anyone doubts this, more than happy to share emails. When escalating, a sales and development manager would not respond to my questions via email, insisting on a phone call. Why, when I cannot trust what is written, could I trust what was said? We asked for a partial refund of our deposit as we had no faith in this company however wanted to be fair to the drawing and sourcing people. No reply to that at all. VERY disappointing. Again, if you would like details, happy to send correspondence proving this.
- Company Response
Here at True North Log Homes we take our client feedback very seriously.
It’s unfortunate you feel this could not have been addressed in a more direct approach. As you know, we’ve tried numerous times to have direct communication with you and have requested a call or a meeting in person to sit down with you to understand the true reason you are unable to move forward. After a detailed analysis of the email communication between our sales person and yourselves (dating back to March 13, 2017) we stand by our decision to abide by the Design Deposit agreement that you signed.
Over the course of 34 years in business we have regrettably found ourselves in situations where clients have taken advantage of our in-house design services while not having genuine intentions of moving forward. As a result, we’ve implemented ‘The Design Drawing Work Order’ signed by the customer to employ our design services and acknowledging that a credit will be held indefinitely by True North Log Homes and can be applied against the future purchase of a True North Log Home for yourself or your family.
Your reasoning to request setting the signed agreement aside was not found to be realistic, in that you expected working drawings, a weather tight materials home package, labour to assemble, foundation, and utility services installed for 140k. The email you are attempting to use as ”evidence” from the sales person clearly states it is a materials package price and a finished home would be roughly 420k-560k. We also would like to point out this pricing was provided on a “Traditional Style” stock model and you have now changed to a “Modern Style” completely custom design. We also would like to point out your current custom design still falls into the original finished budget. If your budget has changed then you need to let us know so we can design a building that will work within this new budget. True North Log Homes has now supplied you with a copy of our designs and the pricing of your project completing our part of the design drawing agreement.
It is your prerogative not to move forward based on your budget constraints or a change of heart but to threaten our company with the use of reviews as a means to go back on your agreement is unscrupulous.
Our sales consultants are not remunerated during the design process. So to elude they would be deceptive to gain a design deposit is unfounded; as there is no gain for them just wasted time. It is a very sad new age for hard working individuals in business when social media platforms are used to slander companies as a means of extorting these companies into refunding non-refundable deposits.
We wish you all the best with your future building plans and still welcome the opportunity to have a conversation.
All email correspondents, notes, and call logs are available to any clients that would like to review.
Kindest Regards, True North Log Homes.