Lisa S.
Horrible company
Horrible company. We ordered a staircase in July - Kathy was very helpful till she got our money. Not only weren't we notified on shipment but the staircase was severely damaged. Of course it was being returned and was promised 4 week turn time. Not one time did we get an update on status. I had to repeatedly email them asking what was going on till the 6th week of being told "the mill is ready to send", "the freight company is delayed" and a half dozen other excuses. Kathy was not helpful and in fact rude like we were trying to order a pizza! They had over $4K of our money since July and the service was absolutely horrible. We finally received the staircase and rail system 2 days ago which we may as well just use for firewood. The cracks in the wood go almost straight through the treads and posts making it completely unsafe and unusable - it doesn't even pass state codes. Looks like it must have been the original damaged order with one or two new pieces. This is the most aggravating experience we've ever had. There are plenty of other log companies around, use them instead. The better business bureau is also getting a complaint letter, this company is a scam and does not do right by their customers. Should've known better by the false testimonies on their webpage that doesn't even allow for a customer to write a review
Response from Twin Creeks Log Home SupplyFeb 11, 2022
We were only very recently made aware of Mrs. Simeone’s review. Her original shipment was damaged in transit by the freight carrier. Since her shipment was insured, the shipment was returned to the manufacturer. A new stair system was reproduced and reshipped as quickly as possible. Since the Simeone’s have never contacted us again, we can only conclude that all of the replacement order has been installed and is in use. The fabricator designs these log stairways in 3D CAD showing multiple precise measurements, including overall and individual rise and run, gap size between tread, and stringer size at the landing and header. The stairways are designed to the current International Residential Code (IRC) standards. Once the customer finalizes the dimensions, the fabricator cuts the stringers exactly as shown in the CAD drawings with a CNC machine. We take exception to Mrs. Simeone’s assertions about the customer service she received. We had extensive communications back and forth as she revised her order multiple times in the quoting process. Every phone call and email were promptly answered professionally and with courtesy. When her order was unfortunately damaged in shipping, we apologized and immediately ordered the replacement rail system.