ComplaintsforForever Redwood

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  10/24/2024

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

  

  Business response

  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

  10/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  09/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/02/2024

  Thank you. Yes, that makes sense. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June2022, my spouse *************************** spoke w/ *************************** of Forever Redwood (FR) &, impressed by their promises, hired FR to design, engineer, & install a pavilion, including roof cricket to connect to the house roof (order #******). A Boulder County building permit was required. County Planning gave us a list of specific information required & we sent it to FR. By October2022, concerned about lack of project progress & communication I called/emailed FR, & for 9 months they ignored inquiries until contacted 2-3 times. Then FR offered excuses, w/ promises we'd receive drawings next day/same week. We received nothing, or incomplete/erroneous drawings that couldn't be used. We never received information required by County Planning.FR, w/out asking first, shipped a large crate of concrete footings, which we've stored for a year+. This is a burden, esp. given my husbands failing health. In August 2023, I contacted FR & cancelled our contract prior to manufacturing.FR insensitively sent an email to my husband ONLY saying he was terminally ill. True, but cold & disrespectful: his very doctors don't speak this way.FR again emailed my husband ONLY, stating they were allowed to keep half the initial deposit (false) & asking him to approve additional costs of a ******* (which I specifically said in advance we would not pay for), & outsourced calculations (we never approved). These demands contradict FRs own Terms and Conditions on their invoice, which say at most they would be allowed half of a 20% deposit, or $4,946.16. FR has held almost $34,000 of our money for over a year. We tried to be professional & courteous in this situation, despite enormous burdens on our lives right now, but FR continues to keep our money. Were not asking for interest today, even though FR has had our money for over a year: we just want our money back.Forever Redwood has behaved in an unprofessional, incompetent and heartless manner. We want our due refund immediately.

  

  Business response

  10/12/2023

  Hi *******************,

  We appreciate the opportunity to address your concerns and provide clarity regarding your project with Forever Redwood. We deeply regret any miscommunication and inconvenience you have experienced throughout this process. We are committed to finding a resolution that is fair and satisfactory to both parties.

  
  Firstly, we acknowledge the error in our communication regarding your husband's health, and we sincerely apologize for any distress this may have caused. That message was intended for internal use to inform our team of the urgency of this cancellation and not meant to be conveyed to your husband.

  
  Regarding the progress of your project, we have maintained records of all the structural calculations, plans and revisions that reflect the numerous changes that have occurred over the past year. We understand that these changes were primarily initiated from your end, and we appreciate your dedication to achieving the best possible outcome for your project. These alterations have, however, necessitated a considerable amount of time and resources on our part, including sending a ******* to verify measurements. We believe it's only fair that we address the associated costs incurred due to these changes.

  
  In accordance with our "Terms and Conditions," which were included in your invoice, we retain half of the initial deposit as specified. However, we are open to discussing a resolution that takes into account the specifics of your situation.

  
  Regarding the outsourced structural calculations, these are necessary for permitting and are typically the responsibility of the client. It is an industry-standard practice to bill clients for such third-party services.

  
  We understand your desire for a refund and are committed to finding a fair solution.

  Customer response

  10/14/2023

   
  Complaint: 20725072
  
  I am rejecting this response because:

  Forever Redwood (FR) has retained all of our funds even though they concede that they owe my family a refund.  We expect to receive immediately the amount that FR agree they owe to us.  They continue to tell us that their business is near-insolvent and is unable to return the money indisputably owed to us.  That is particularly concerning given what they have told my husband and me about recreational trips to ********* and a wedding. 
  FR also claims that the terms of the contract limit the amount of our refund.  (We disagree.)  However, even if that were the case, the terms only allow FR to keep half of a 20%deposit, which is a total of $4,946.16. That means that FR owes my family over $29,000.  However, FR claims they only owe $19,000.
  Third, after I informed the FR team of my husbands condition and the cancellation of the contract, the FR team emailed him without copying me in an attempt to obtain his consent to the costs of a ******* and billing for outsourced calculations. That documentation---in addition to other records that we have kept---confirms that the additional costs that FR is attempting to add to our bill after cancellation of the order are neither industry-standard nor already-agreed-to by my family.  Indeed,our documentation shows that we specifically told your company that we would not pay for the costs of the *******.
  Given that FR is continuing to retain almost $34,000 of our funds, we fear that their communication is disingenuous and misleading.  We are committed to ensuring that other customers are not similarly harmed by their companys unprofessional and discourteous practices.  

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/16/2022 i started design process for a spa gazebo which included engineering drawings, local permit and white glove assemble. Total invoice of order is $46533.90. On 4/11/2023, i received written update on order, and up to date payment made at this time was $22692.53, this includes $13710.68 for material deposit, as per agreement for project to move forward. I was promised a 18 weeks timeline for delivery with the possibility of a 12 week timeline if full payment is made. On 5/4, my credit card was billed for additional $7947 without notification and no update was provided on my order. On 6/22 I was contacted by company, stating my delivery date can be reduce by 3 week earlier, if I paid $11094.25. I accepted this offer and was given new delivery date of 8/1/2023. I had no more communication from company. On 7/22 with my delivery date approaching and for planning purposes, i contacted company and they were first unresponsive ( it took 2 emails and 1 phone call) - but final i received a email stating they are "sorting and drying lumber for my order- They did not have the material- large timber- for making the gazebo". Apologies were made and I was given a new shipping date of 8/22. Once again the deadline arrived, I had no updates from company, so on 8/23 i sent 2 emails with no response. I email again on 8/28 then receive email stating my order is on the "cutting floor" and timeline for completion is now mid september . Forever redwood has been unresponsive and I have been mislead throughout this process and my confidence with the company is at low. I do not know what to believe with the information provided on 8/28 because, according to my invoice I was billed for material on 4/11, paid for production and construction 6/22, only to be told on 7/22 that company has no large timber supply. Obviously on 6/22 when the company called an offer 3 weeks earlier delivery, my order was not on the construction floor - this was just an intention to bill my account for another payment of $11094.25. To date I have paid $41733.90 of total $46533.90 invoice for a gazebo for which i no fix shipping date

  

  Business response

  09/29/2023

  Hi ******,
  
  We are in touch with ******************. Her order is ready but it was late a few weeks. We plan to offer her a discount to resolve this issue. We'll fill out the response once she has agreed. Thank you!
  

  Customer response

  09/30/2023

   
  Complaint: 20547046

  I am rejecting this response because:

  Thank you for all the work you are doing on my behalf and unfortunately it is needed.

  To be clear I would really like the company to deliver as promised and am profoundly disappointed it is dragging on. I cant help but feel they never had an intention to deliver, they have broken the trust that should exist in this dynamic and I feel  all I am doing is funding their working capital for other customers. I need their action, not their words.

  I remain steadfast that an acceptable outcome is either a full refund or a fully installed gazebo as initially intended. I prefer the latter. As such I have also been in contact with ****** dispute was submitted to ******/14) to recoup all  funds paid to company since that leverage seems to be the only thing outside your intervention that gets the company to engage. If the company has intentions of delivering as promised I will gladly close the case. On 8/31/2023, company trying to collect the final  payment of  $4800,  ahead of the agreed upon milestones however gives me further pause regarding their intentions to deliver. The company had provided a detail invoice at the start of our agreement in Dec 2022, of which  $9800 is for  on-site installation, and by 8/31/2023 had not provided production updates, they had just provided shipping dates that have not be honored.  

  Since 9/14 , the company has been more communicative due to the added pressure but still no deliverable that is tangible and not a singe milestone that has been hit on time. There is no delivery date, no tracking number, no gazebo at my address and no date for installation. They are not a few weeks late but  many months late, a bad track record of communication without pressure and have collected money prior to hitting milestones.

  I will gladly close the case once the gazebo has been  delivered and  installed as per agreement

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

  

  Business response

  10/03/2023

  Hi ****,

  I hope this message finds you well. We would like to address your concerns regarding the delay in your order and the lack of responsiveness from our customer service team. Please accept our sincerest apologies for the inconvenience this has caused you.

  We acknowledge that we made a mistake in handling your order, and we take full responsibility for the delay and the communication issues you've experienced. This is not the level of service we strive to provide, and we deeply regret any frustration this situation may have caused.

  I want to assure you that your order is now complete and ready for shipment. Our team has been actively trying to contact you to discuss the next steps and coordinate the shipment.

  However, we understand that you may have had difficulty reaching us, and for that, we apologize. To ensure a smooth resolution, a dedicated team member will be reaching out to you again today. They will work closely with you to address any remaining concerns and finalize the shipment details.

  Once again, we apologize for any inconvenience this has caused, and we appreciate your patience and understanding as we work to rectify the situation.

  Customer response

  10/04/2023

   
  Complaint: 20547046
  
  I am rejecting this response because:

  Thank you for the follow up

  We appreciate what the company has indicated in writing and if these items come to fruition, and our gazebo installed properly we would be happy to close the case.  We have been waiting for the company to step up and make this right. 

  As of 12 noon today, 10/4, all communications from the company have been emails incomplete informations and from different personnels, all personnel  seem confused about my order. I was advise on 9/26/2023 that my order would be shipped week at end of week, then on 10/3 another email stating "I will need to hire 2 additional persons to unload boxes from the delivery truck" (this was never mentioned before ), there was no information in the email on weight or number of boxes or arrival date of shipment. My order includes $9800 for "white gloves delivery and assemble, now we are  told "if and when delivery occurs it will be my responsibility to carry items from main road and placed items in  yard"- this is a new development?

    Thus far the information we are getting seems to not align with the company  committments and have even suggested the delivery could be further delayed and no firm date for delivery or when or how installation and quality control and passing local inspection will happen. Crickets.

  Today I received my first phone call from  the company stating  a single contact  as been assigned to my case, something long overdue. 

  They asked until Friday to get their next steps together. we are Ok waiting until Friday but  would like this not be closed. We are not confidence that they will follow thru, given my experience with this company

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

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May of 2023 I paid $12,981 in full for a traditional garden pergola. After several back-and-forth exchanges with the design architect to correct errors, the final design was finished and I submitted it for a building permit.Much to my frustration, my neighborhood HOA did not approve the design. I told this to Forever Redwood and requested a quote for a different style pergola that would meet my HOAs requirements. I never heard back from them, so after pricing out the new (and much more expensive) pergola on my own, I decided it was too expensive to continue and I asked for a refund.The company responded. Rather than respect my wishes to get a refund, they instead continued redirecting me towards other design options or ignored me altogether. My email account is full of attempts to engage my pergola architect, the customer service department, and even the founder and *** about a refund, but each time I was either ignored, redirected, or stalled. Finally, having lost all my patience, I sent a email making it clear in no uncertain terms that if Forever Redwood did not issue a refund minus the cost of the engineering plans I would pursue other means to get my money back. That email included everyone I had contact with at the company from the *** to customer service as well as the design ******************************** has stopped responding to me altogether. They are still holding my $12,981 and will not refund it. Left with no choice I have referred the matter to the fraud department at my bank as well as the Sonoma County sheriffs office and the Better Business Bureau.For my $12,981, I have received one set of stamped structural plans as well as a design rendering which required multiple exchanges in order to correct errors. At this point, I believe the way I have been treated as a customer with each passing day warrants a full refund regardless of their usual policy concerning non-refundable deposits or stamped plans.

  

  Business response

  08/29/2023

  Dear ****************,

  We greatly appreciate your willingness to work with us towards a resolution for your garden pergola project. We are pleased to hear that you have accepted our proposed resolution, and we are committed to finalizing this matter promptly.

  Upon receiving your confirmation of acceptance, we will initiate the refund process. We aim to ensure a smooth and efficient closure to the project. 

  We would like to take this opportunity to thank you for your feedback and for allowing us the chance to address your concerns. Your experience is important to us, and we are taking steps to learn from this and improve our services.

  We await your confirmation of acceptance of the resolution so that we can proceed with the necessary steps to process your refund.

  Thank you once again for your understanding and cooperation. We look forward to bringing this case to a positive conclusion.

  Customer response

  08/29/2023

  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.
  
  Sincerely,
  
  ***********************

*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. ↩