Complaints

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We put down approximately 15k on a house kit. In an uncertain building market We were guaranteed that if we had any interferences to building within the time frame that were global or societal that we’d get our money back or have an extension to the time frame. This was a classic sales pitch by Steven King, who said Southland was very reputable and understanding. He even gave us examples of situations where money was returned. It turned out that just when we gave our deposit the market went haywire. Interest rates were skyrocketing and there was not a builder around without a 3 year waiting list. None wanted to use a kit. We simply could not find a builder. We use their list of recommendations but none were available. We were not going to get the project done in the time frame their prohibitive contract stated. They recommended we put the project in home as we would not be able to get the delivery in the time frame if their contract. When we went back to try to work something out, with a year- their prices increased 20%! Pricing out if being able to move forward! They said “ it’s all in the contract!” And can increase prices at their discretion at any time! They originally promised an extended time frame, our money back if something happened like economic conditions etc and didn’t hold true on any of it. Now they say there is no higher up in the company to talk to, refuse to give us names of people in the company and refuse to give us our 15k. This company is cut throat and unreasonable.

  Business response

  02/05/2024

  In response to the complaint, Southland would like to address the concerns raised and provide clarity on the situation:
  
  Non-Refundable Deposit: As stated in our contract, the deposit made by customers is non-refundable. This policy is clearly outlined in the agreement signed at the outset of our engagement. The purpose of the deposit is to secure the specific resources and materials necessary for the construction of the hybrid timber frame package.
  
  Pricing Changes Due to Inflation and Rising Costs: Over the past three years, the building industry has experienced significant changes due to inflation and rising costs of materials and labor. These changes have unavoidably impacted our pricing. While we strive to maintain stable prices, sometimes adjustments are necessary to reflect the current economic environment. It's important to note that these adjustments are not made arbitrarily but in response to real and often uncontrollable market forces.
  
  Willingness to Work with the Customer: Despite these challenges, we remain committed to working with our customers to find feasible solutions. We understand that the building market has been particularly volatile, making it difficult for customers like yourself to proceed as planned. Our team is ready to discuss alternative options or adjustments that might help bring your project to fruition, despite the market difficulties. 
  
  Goodwill Credit: We appreciate that the circumstances are less than ideal, which is why we offered a goodwill credit. This credit remains valid and can be applied should you decide to reengage with Southland for your building project. We hope this gesture demonstrates our commitment to customer satisfaction and our willingness to support you through these challenges.
  
  Flexibility of the Southland Hybrid Timber Frame Home Kit: We would also like to emphasize the versatility of our Southland Hybrid Timber Frame home kit. It is designed to be built by any qualified builder, which broadens the pool of potential contractors who can undertake your project. While it's regrettable that the 2-10 home buyers warranty builders were unavailable, the nature of our package allows for a wide selection of builders to be considered potentially aiding in finding a suitable contractor to commence your project.
  
  In conclusion, Southland takes pride in its reputation and the quality of its products. We understand your frustrations and are committed to finding a viable path forward, respecting both the terms of our contract and the challenges faced by our customers in the current economic climate.

  Customer response

  02/13/2024

  In response to the reply from Southland it is important to note that our concerns were addressed with general information that looks good on paper but lacking facts and details. First of all the “ goodwill credit” is in fact limited to a time frame that is impossible to reach plus must be used towards a value no less than the inflated price which was increased by over 30%. You are unwilling to understand that regardless of being hybrid- NO builder in the region had available resources to build from a kit in a three year span, therefore putting us out of range.  We asked for a time extension for the very same reasons you cite ( e.g., lack of builders, resources, supplies, delays etc) yet you denied us.  You say you are customer friendly but hide behind your overly restrictive contracts. Keep in mind you did not address that the salesman Steven King guaranteed us that time frames may be extended under conditions that we’re national or world related (we experienced covid and massive building challenges industry wide)! Yet our time to use the goodwill credit was NOT extended.  We asked for an additional 36 months.  In addition the credit of 15k that we paid is very limited. We cannot use it for materials only that total 15k. You said it must only be used towards a build with a minimum amount of the total purchase price. So we would need to spend 130k to get our 15 k “ goodwill” credit.  Yet we can’t use it on materials.  You offer nothing that is customer friendly. Only ways to keep our money for nothing in return.  We are clearly asking for the amount of the credit to be used for materials. If you refuse and demand us to spend 130k, we are seeking a 36 month extension.  Your price increases in a few short months Coupled with lack of available builders due to the market made meeting the overly restrictive terms impossible.  Prior to engaging with you, we addressed this and your salesman guaranteed us that extensions and refunds under extreme circumstances were positively supported. Then when it happened, it’s been nothing but the opposite.   You’ve offered no real terms in your reply. Just more evasion and overly general statements.  Please respond with a clear and guaranteed offer.  Use of the goodwill credit (15k) towards materials is our preferred option. If you refuse, a 36 month extension to use the credit towards a project that is value of original project. 

  Customer response

  02/13/2024

  The letter we received was dated 2/5. We received it yesterday and responded today. The information provided my Southland is false and generic. Please read the response I submitted with all of the details.  

  Business response

  02/20/2024

  We are sorry to hear that you were unable to build your dream Hybrid Timber Frame home.  We would like to remind you that you signed a contract with us in January 2022 and canceled your contract in June 2022.  At the time of cancelation, we gave you a 24 month goodwill credit for your deposit.  From June 2022 through January 2023, we quoted many different homes for you in an effort to help you build your home.  Additionally, we offered a 50% discount off the price increase (which was due to lumber costs escalating more than 3 times since you signed your original contract with us). 
  While our contract language is completely clear on the treatment of deposits, we are willing to extend the goodwill credit through the end of December 2024 as a final gesture should you be interested in purchasing a log or hybrid timber frame home with us.

  Customer response

  10/15/2024

  I am rejecting this response because: We paid approx 15k deposit prior to covid. Due to lack of available contractors we had to delay. We were advised to cancel, and were given 18 months to re engage. Upon attempt to reengage, Southland increased heir prices over 20k, pricing us out of the project. They said it was their right to do so. This increase happened within one year and they blamed Covid. We could no longer afford the project. Their contracts are tricky and are designed to take full advantage of customers. We could not move forward so they conveniently kept our 15 k deposit. March of 24 was the deadline to take delivery and we could not meet that.
  
  Sincerely,
  Vito L*****

• Initial Complaint

  05/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 03/31/2023 paid $19,375.34 down on a log house package from South Land Homes including a Adendum to Sales Contract Builder's Price Contingency of $115,600.00 . This Contingency was for "Price includes basement and home dry-in. The salesman Mike Harville said he had a contractor to agree to the contingency and called the contractor. The contractor agreeded and I was to meet him at the job site the following week. Then the contractor backed out. So we had to find a builder and found one that the bid was for $98,000.00 and basement is an additional $50,700.00. This puts us above our contingency. We have done everything South Land Homes asked for, but they notified us that they are keeping all the $19,375.34. The contingency states that the purchaser shall loose $3500.00 for administrative fee. South Land Homes who states several areas on their paper work, they don't recommend builders or warrant any work found a builder that we are not wanting to build the house due to review and no licence on file according to Builders Zoom review and information. I feel South Land Log Homes needs to return my deposit. I was pressured by the salesman to put a depost down so his builder would put us on his calendar to build the house. Then several other expenses have come up as well that salesman never mentioned. Would appreciate help to get my depost returned.

  Business response

  05/25/2023

  Mr. XXXXXX, 
  We recognize your frustration with the original builder you spoke with who agreed upon a price and then subsequently backed out.  We also understand that you had another quote that was above your price contingency.  We know that construction costs can vary greatly between builders.   
  When you notified your project manager and sales consultant that the original builder you selected backed out, they both immediately went into action to offer you support while you worked to select a new builder. Several builders were contacted, some you stated were over budget, but you personally met with one builder that submitted a detailed bid in writing that met the building cost stated on the contingency you signed. Therefore, you have a quoted build cost for a dry-in and foundation that meets your contingency price.  
  Per the terms of the build price contingency, we cannot exercise this contingency due to you receiving a build cost that meets the terms of the agreement.  
  Your delivery date is scheduled for 8/23/23, and Southland is committed to helping you move forward.  
  Thank you 

  Customer response

  05/25/2023

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

   South Land Homes are requiring that our house be build by David **** who put a bid in that met the contingency. However, David **** does not have a license according to www.buildzoom.com.

  BuildZoom.com shows ***** **** **************** has no license on file. There is a bad review against him on how he started a log house and was threatend to be sued due to him not building the house. David's score is 0 and BuildZoom recommendation is to use a builder with a score of 95 or above.

  South Land Homes states they do not recommend or warrant any builders. It is completely on the buyer to find a builder. But South Land Homes recommended David **** and are using him to meet the contingency. 

  Sincerely,
  Ricky R*****

  Business response

  05/26/2023

  Mr. XXXXX,
  
  As you rightly said, you have received a quotation from a builder that has met the contingency limit.  Therefore, the ability to exercise your contingency is nullified.
  
  You should understand that in the state of Kentucky, a builder’s license is not required.  You asked us to help you find a dry-in builder for your home and a contractor for the basement which, we did, and they have provided you a price within the contingency limit.  The dry-in builder and contractor for the basement would operate under you as the General Contractor, again not requiring a license.
  
  I trust this clears up the complaint.

  Customer response

  05/31/2023

  Complaint: ********
  
  I am rejecting this response because:
    Read the reviews on David **** which clearly states he is not a creditable builder. SLH states they do not warrant or recommend any builders. SLH came up with this David ***** SLH homes on their own had talked to David **** and said he would build the house for the contingency. I meet with David **** at the job site and he had never seen the blueprints or even knew the size of the house. So how could David **** and SLH arrive at a price when he had never seen any blueprints or knew the square footage ?

   I spoke to Rebecca ***** (our project manager at SLH) she read David's review and she agreeded with me he wasn't crediable.

  Sincerely,
  
  Ricky ******

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We purchased a log home kit with Southland Log Homes in January 2021, we were given a list of builders to contact regarding building the house. We settled on a builder and our log home kit was delivered in February 2021 and sat in the weather until August of 2022. In December 2022, the contractor finally started putting a roof on the house and then the house sat again in the weather without the metal until March of 2022 full of mold and mildew. Repeated calls with Southland log homes went unanswered, the only response we received is that they would not recommend that builder again. The builder promised our house completed on 3 time frames and was never completed. Our house as of December 7, 2022, is still not completed. Southland does not accept any responsibility for what we are going through even though they recommended this builder.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered $495 of 6" siding. I had to pay my carpenter $400 to drive to Southland's mill and bring it back to our house in North Carolina. The siding was <6" and unusable, according to the carpenter. I had to buy alternative siding for the job. I emailed Kristin S********** and Stephen K***** on 9/8/2022 informing them of the problem and did not receive a response. I called Kristin on 9/22/2022 and left a voicemail with no response.

  Business response

  10/14/2022

  Business Response /* (1000, 8, 2022/10/04) */ Southland Log Homes manufactures our 6" siding to an actual 1 1-2"x 5 5-8" reveal which matches a Southland Log Home system. It is unfortunate that our standard product didn't meet the needs of your project. We will be reaching out to the customer to offer a refund for the 12 pieces of siding at a taxable amount of $534.60. Consumer Response /* (2000, 10, 2022/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩