Complaints

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• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  I'm an interior designer and hired *********************************************** to produce two custom tables for a commercial project in **********. I sent her my interior design drawings of the desk and table I wanted made, with complete dimensions on November 28th, 2023. She sent me a quote for the project on December 7th, 2023. I approved the quote for a $5,000 custom reception desk and $8,500 for a large conference table with power outlets. I told ******* I would need the tables completed in 6 weeks by the businesses' grand opening. I was charged an initial deposit of $7,340.63 on December 19th and then charged the remaining balance of $7,340.62 on January 18th.After 8 weeks with no communication, I followed up in an email to ******* asking when the tables would be done, she said she was "a couple weeks out". I followed back up on the tables on May 18th after not hearing anything for another month and she said she was "almost finished". On June 11th, I followed up again and she said she was "working on it". On June 20th, my assistant viewed the works in progress and they had a number of quality issues we were worried about. She assured us they'd be fixed and scheduled to deliver them July 16th.When we received the tables, they were not only aesthetically faltered, they were a complete liability to have on the site. There were exposed nails, rough edges, chipped wood, exposed holes and seams, exposed glue marks, and the conference table could not stand alone without concaving, let alone ever be functional for a group of people. The measurements were wrong and the conference table did not have any of the built-in power outlets we had requested (and paid for). The reception table was missing the ADA ***** we had requested, the drawers weren't aligned and were inoperable and panels were falling off the front. I brought in another woodworker to try to see if the tables could be repaired and he said they were a huge safety concern and we'd need to start over. I reached out for a refund.

  Business Response

  Date: 07/29/2024

  I was asked to make a desk and conference table by February 1st.  When that date came and went I figured I had more time.  When I was asked about the order I responded each time about the status.  When I asked about delivery I was told July *****, so timeframe had been changed and I wasn't notified until I asked about it.  The assistant came in a total of 3 times and took photos and video each time and I hadn't heard any feedback from ****** until the day of delivery about her being unhappy.  I was even told my the assistant that the place wasn't finished and could only assemble the desk.  i told them I needed to come back because a few of the wood pieces I needed to recut to fit the desk.  Nothing was mentioned to me about *** and when I asked about the measurements for the desk I was sent the floorplan of the design.  I went by those dimensions, and if I would have know about special request I would have asked, but was told to just look at the picture in the floorplan.  Because the room where the conference table was supposed to go, I couldn't assemble the table and was asked to come back once they got that room situated so how would they know it was correct dimensions with out it being assembled.  I knew I needed to come back to assemble and and would have the outlets then, but they no longer wanted me to do anything as she went and got quotes from others that said they needed to start over and I would say that as well because trying to fix someone else's work when you didn't build it would be a hassle.  I told them after putting the desk together I would come back and was asked to come to assemble to conference table once the room was setup and agreed.  Also, it's in my contract that was signed that due to these projects being custom there aren't any refunds, it's also on my website and in the email when I send the quote.  As a small business, I don't keep inventory and everything is built to order so the money I receive for each project goes into that project.  i understand the frustration, but I was willing to work with them to fix the issues they were unhappy with, I knew I needed to come back, but all when you have someone who had someone come in and see the project being completed and didn't address the issues when they came in to me that seems like it could have been avoided as the space was still not ready when I delivered and could have come another day.

  Customer Answer

  Date: 08/01/2024

  I am rejecting this response because:

   

  -******* is claiming she did not know the desk needed to have an *** ********* I am attaching my drawing that was sent to her on November 28th, 2023 that shows the *** overhang in my drawings. 

  -Our email correspondence shows that I expressed worry with the quality of the pieces and if she would be able to complete the project

  -My assistant vocalized concerns over the quality of the pieces to ******* every time she went (issues with sanding, holes that needed to be filled, etc) but we never were even able to see a complete product before she delivered it, in spite of me asking to have a final product review on July 11th. 

  -I am also attaching a  detailed report from a woodworker who I had conduct an assessment of the tables by a professional. This is not the woodworker I have hired to construct a new table so his opinion is that of an unbiased industry professional. 

  
  

  Business Response

  Date: 08/03/2024

  Your assistant came by 3 times and only asked about the holes to be filled that I told her would be addressed and it was.  The time she came by on the 11th was to choose a stain color and she again took videos and pictures then.  I was also asked if I was going to be able to deliver it on the 18th, and agreed.  If there was an issue about any of the items before, I should have been notified as your assistant seen the product the day before I was supposed to deliver it and saw that I was in the middle of adding the finish.  We schedules a time and talked about who would be there for delivery.  To get another person's perspective about someone else's work, people work differently and I could get someone else to come out and inspect someone else's work and find fault in it if that's what I was looking for.  So to say someone else has an opinion about my work is not needed as I stated I was willing to address your concerns.  You immediately went to someone else to fix the concerns that I said I would address.