Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:19/10/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31, 2022 we entered into a contract with Durango Developments to renovate a house located at ************************************. A contract supplied by ******************************* of Durango Developments. Which includes 'The Owners hereby agree to pay Duango Developments **** the cost of Materials and Labour plus **% plus ***. All records of Materials, Labour and subtrades will be provided for auditing at the time of invoicing'. We paid the initial invoice given to us which did not include any actual receipts or invoices from any of the purchases made, just the actual invoice provided by ******************************* in the amount of $********* which includes the **% Project Manager fee, as agreed to in the contract. On or about July 3rd **** Durango terminated the contract and quit the job. We requested all invoices and receipts and final invoice from all charges made to the renovation at that time.On July 19th we received them. Upon review multiple items listed already included *** and then *** was charged again at the bottom of the invoice, doubling the *** amount. As well, there was an additional $****** charge that was questioned. When asked for clarification on this charge ******************************* responded with 'that is my weekly fee of $******* for ten weeks'. We never agreed to this fee. Not in the contract and never verbally. We demanded a reimbursement of $********* which was the error of doubled *** and 'weekly fee' of $****** +*** multiple times through email. We received a reimbursement for the doubling of *** error of $******** on August 2nd, 2022. We **** ***** *** * ****** ***** * ****** ****** ********** *** ********** ************* ** ******* ****** **** **** *** have never received our money back. We can not afford to continue **** * ****** *** ** ** ***** and hoping to resolve this issue through the BBB.

  Business Response

  Date: 16/11/2022

  I did enter a contract with the clients noted above, the contract also states that if the contract ends prematurely that the client is responsible for all work to date including unfinished work. That is the $** *** in question. The $****** in compensation for my time where I was organizing/ planning the project which includes but is not limited to discussions/ quotes and site visits with electricians, HVAC, Engineers, Kitchen suppliers, stucco/ plasterer, stairs... My involvement in the project ended at the completion of the demolition there was no further expenses or invoicing for me to collect project management markup fees for my time spent. The contract ended prematurely because the client was clearly not happy with how the project was going and they lost trust in me personally and accused me of lying to them about timing, scheduling and delays that we had encountered. Once the demolition was finished, we had a discussion where we mutually agreed that our working together was not going well, and we were at a good spot for another contractor to take over the project. I understand that they were and still are frustrated and disappointed in how the discovery of asbestos had a major impact on their budget and timing for their renovation. We had multiple conversations about the feasibility and budget of their project- there were a lot of potential problems considering the age of their house and the asbestos. It is very difficult to proceed with a project when there is no trust- virtually impossible. In our final conversation it was mentioned that perhaps they were interested in cutting the contract short after all of the structural work was completed, contracting the finish on their own. I realized then they were not interested in working together and did not value my time. I am very sorry that it ended like this. However, I did work very hard for them, and I think it is fair that my time be compensated for.

  Customer Answer

  Date: 16/11/2022

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

  In correspondence with *******************************, her spreadsheets did not show true costs throughout the working relationship.  It was not until we asked for all receipts that numbers were changed to reflect the actual costs, with an added $******.00 added to the bottom without any information on the reason.  Only after asking multiple times for clarification on this cost did **** Durango state that this was her $****.00 fee for 10 weeks.  A fee we never agreed to verbally or in contract. 
  We never accused ******************************* of lying.  We questioned timing on trades often because there were so many delays in the project and **** lacked communicating with us on timeline estimates for when trades could or would start.  We did discuss the costs of asbestos abatement and agreed to the estimated fees of this job, even when more asbestos was discovered, we were willing to continue with the job - as well these costs in initial spreadsheets showed an added $****** cost to her spreadsheets, until we requested receipts, true representation for the costs of items and trades was updated and then this $******.00 amount changed to an unaccounted for fee.  

  We did trust **** when we were working together.  That is why we paid her invoice without asking for proof of receipts.  It was only when **** quit that we request them so that we could find alternate assistance with the project. This is when her spreadsheets changed to true representations of the actual value for the work completed.  

  **** Durango quit on us, we were willing to continue working with her, we also have proof of this conversation. 

  Sincerely,
  
  ******** & ***************************** ** ** ****

  Customer Answer

  Date: 02/12/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** ********** ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  * ***** **** * **** **** *** *** ***** ** ********** *** ***** ** ***** 

  Regards,

  ******** & ***************************** ** ** ****

  Business Response

  Date: 02/12/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** ********** ** *** ***** *** *
  
  ****** ******** ********* ****** ** ****** ******* ****

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.
  
  * ***** ** *** *** ***** ** ********* ** ********** ** **** ***** 
  
  ***** ****