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:01/30/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  We contracted with Licensed Structural Engineer on October 31, 2023, to complete two engineering letters required for a county permit. The company initially provided an 8-week completion timeline, yet nearly two years later, we are still struggling to obtain all the necessary documentation to close out our permit.We have paid this company a total of $5,445 with the expectation that the letters would meet all county requirements. However, after multiple revisions, the last set of letters we received in January 2025 still do not conform to the countys standards. Despite numerous attempts to have the company revise them, our emails, calls, and texts have gone unanswered. Today, when I attempted to contact them, all phone numbers associated with the company were *************** of today, we have spent nearly $6,000 and are now forced to hire another structural engineer and pay again to have the work completed properly. We request a full refund so that we can move forward with another company and finally close out our permit.We strongly caution others to avoid this company due to their lack of responsiveness, failure to deliver services as promised, and apparent unavailability.

  

  Business Response

  Date: 02/19/2025

  Dear Client,

   

  We acknowledge that there was a delay on our end in completing the requested engineering letters. However, we want to clarify a few key points regarding the concerns raised.
  Our reports follow standardized engineering practices, including specific verbiage related to limitations of liability. We do not typically adjust this language, as it is essential to maintaining the integrity and professional standards of our work. Additionally, we rely on photos taken by our own inspectors to ensure accuracy and consistency in our reports. While we understand that the client provided additional photos, substituting them for our own inspection documentation is not our standard practice.

  
  Regarding the request for two separate reports, this was beyond the original agreed-upon scope of work. Our project manager was confused by this request, as providing multiple reports typically requires additional charges. Unfortunately, there was miscommunication regarding this, which contributed to the delay.

  
  While we strive to respond to all client inquiries in a timely manner, we regret any instances where our communication may not have met expectations. However, we have not disconnected any company phone lines, and we remain available via email to discuss any remaining concerns.

  
  The revised reports you requested are being signed and sealed today. Given the work completed and multiple revisions provided, we do not believe a full refund is warranted. However, we are open to discussing potential resolutions to address the client's concerns. Please feel free to reach out to us directly to explore a reasonable path forward.

   

  Best Regards,

  LSE Team

   

  Customer Answer

  Date: 02/20/2025

  I waited until today to respond to verify whether we would receive the signed and sealed letters, as previously mentioned. However, we did not receive the revised letters as promised yesterday. We now request a prompt and reasonable resolution: either provide the letters with the required information or issue a refund for both the letters and the additional inspection so we can find another company capable of fulfilling the county's requirements.
  To clarify, the project scope did change over a year ago, and the original letters were produced and paid for in full. The first letter was received in February 2024, and the second letter in August 2024, both of which were submitted to the county in August 2024. The first revisions were submitted in September 2024 but were not returned until December 2024, at which point the county requested further revisions, which were submitted in December 2024.
  Despite numerous attempts via email, phone, text, and the portal, we have received no response since December 2024. Additionally, this is the first mention of an issue with accepting photos not taken by your inspector. From the project's start, we have been providing photos for the reports, and the language being requested in the revisions is from the county. If incorporating the language was not feasible, we should have been informed prior to paying for the reports.
  We are requesting a refund for the two letters, as we should have been made aware of their limitations earlier. The company was aware of the specific county requirements, and the additional inspection, which was paid for, now appears unnecessary.
  In summary, we are seeking either the revised letters with the necessary information or a refund for both the letters and the inspection to allow us to find a firm that can meet the county's requirements.
  Thank you for your attention to this matter. We look forward to your prompt response.
  

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Hired License Structual ******************** to do ********************** engineering documents and permitting. They did the structural documents but after back and forth and inquiries. They notified me that they cannot do the permit. This is something I asked them if they could do. Their response is well we filled out paperwork, so we did our job. That is not what I hired them to do. Plus the paperwork took them literally 5 mins and I did half of it. When I asked for a refund. The ** said no and call the office. I have called his supervisor *********. She doesnt respond.

  

  Business Response

  Date: 02/21/2025

  Dear Client,
  
  Thank you for bringing this to our attention, and I apologize for the inconvenience youve experienced. I want to clarify that the $500 refund was approved by ********, but unfortunately, it was not processed immediately as she left the company shortly afterward and did not notify our accounting team. This led to an unintentional delay, and we sincerely apologize for the oversight.
  
  Im pleased to confirm that the refund has now been processed and issued back to the card used for the second payment. Please allow a few business days for it to reflect in your account.
  
  Regarding the permitting issue, I understand your frustration. Our team completed the structural documents as agreed, but we encountered limitations with the permitting process. We strive to provide clear communication about our services, and I regret any misunderstanding. We appreciate your feedback and will use it to improve our processes.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your feedback and thank you for your patience and understanding. *************
  
  
  
  Best Regards,
  
  LSE Operations

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 sent a wire of $4879.00 on August 30 a refund was requested.I called today October 7th they are still working on it.45 phone calls and no responses.

  

  Business Response

  Date: 02/19/2025

  Dear Client,

  Our records show that we responded to your refund request via email on January 31, stating that a check would be mailed within 21 days. We understand your frustration and apologize for any delays.
  The refund check will be mailed within 10 business days. If you have any further questions, please feel free to reach out via email, and we will be happy to assist you. *************

   

  Best Regards,

  LSE Team

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Paid for an inspection of ************* to be CA compliant. Paid for a report to be sent to me & never got one inspection was July 12th. I have repeatedly called & no response. The project mgr. is ******* ******. I spoke to him once & he said there was an error on their end showing payment was pending. I explained I paid & the check has cleared. He said he would take care of it still nothing.

  

  Business Response

  Date: 02/17/2025

  Dear Client,

  We appreciate your feedback and want to clarify that the report was completed and sent to you on September 10th. Our records confirm that you successfully received and viewed it. It seems there may have been some initial confusion regarding access, but we did fulfill our commitment. If you need us to resend the report or provide any further clarification, please dont hesitate to reach out. Were happy to assist. *************

   

  Best Regards,

  LSE Operations

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  We hired Licensed Structural Engineers for an inspection for my home in ************ and paid $1,054.00 in full before the services. They confirmed the inspector would arrive on 8/19/24 at 2:00pm. When I hired them, I stressed the urgency of the timeline and they assured me he would be there. Less than 1 hour before the scheduled time, the inspector emailed me he would not be coming with no explanation and tried to reschedule for 3 weeks later. I called the team and confirmed what happened that day and they promised they would refund me. It has been 9 days now and no refund has been initiated and they refuse to even send an email confirmation to say the refund has been initiated. I have called 20 times, left many voicemails and no one knows what's going in with the money they owe me. When I finally got in touch with accounting she asked if she could reschedule instead of refund me the money I am owed to which I replied 'NO' as they knew the timing wouldn't work for us and had already confirmed via phone they'd refund me the full amount. After I requested the status of my refund from ******** in accounting, she has been ignoring my emails and calls. I am being defrauded and scammed out of my money and they need to be held accountable!

  

  Business Response

  Date: 09/03/2024

  Dear ********,

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience you have experienced.
  

  We want to assure you that your refund of $1,054.00 was processed on August 28, 2024 to the original payment method used. Refunds typically take 5-10 business days to reflect in your account, depending on your bank's processing time. A receipt for the refund was automatically generated and sent via Stripe at the time of processing.
  

  We understand that you may not have received this receipt, and we apologize for any confusion this has caused. To resolve this, I have resent the receipt to your email address for your records.
  

  We regret that our initial communication and service did not meet your expectations. Please know that we take your concerns seriously and are committed to improving our processes to better serve our customers in the future.
  Should you have any further questions or need additional assistance, please don't hesitate to reach out directly.
  

  Thank you for your understanding.
  

  Sincerely,

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

• Initial Complaint

  Date:06/05/2024

  Type:Product 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.

  We started the transaction on November 2023. Order number is: ***** We completed a payment for $2,800 *** service they are providing is: Permit process "Straight to Construction 20 Business Day Review" All this process was done with *********************** (Project Manager) After the payment was made they put a ***************************** in charge of the project and we never got any updates from that point. ***y dont answer emails or calls. Cedir ***** - ***************************************** ************** ***************************** - *********************************** Licensed Structural Engineers - *************************************** - ************** We have been trying to contact the company since November 2023 without any luck. Thank you very much for your Support.

  

  Business Response

  Date: 09/03/2024

  We appreciate the opportunity to address the concerns raised by ******************* . We would like to clarify the situation regarding the permit filing and communication with our client, 
  ***** from our permitting department had encountered an issue initially when attempting to file the permit due to an unrecognized address. However, this issue was successfully resolved by the end of last week, and we can confirm that the permit has since been filed as of July 19th.
  
  Our records indicate that ******* had communication with **** on June 11th. At that time, we requested ************** to provide us with the square footage and estimated cost of construction to proceed further with the permit process.
  
  We have conveyed to ************** that the permit has been successfully filed and that we are committed to completing the process promptly upon receiving the necessary construction details. We sincerely apologize for any inconvenience caused by this delay and appreciate ****'s patience and understanding in this matter.
  
  Thank you for allowing us the opportunity to address this complaint. We remain committed to resolving this issue to the satisfaction of all parties involved. We have provided ******* direct line and email as well as my direct contact information to avoid any further communication issues for ****. We will follow up closely until the job is successfully completed.
  
  Sincerely,
  
  ***************************
  Operations Manager
  Direct: **************

  Customer Answer

  Date: 09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. We are closing this claim for now in good faith that business will continue to update us, reply emails, phone calls, and complete the actions.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In February of 2020 I contracted with Licensed Structural Engineers (LSE) to create plans and get a permit for a small addition to my house. The project is very small, 150 square foot dining room extension. Typically this should take 3-4 months to get a permit. I have been waiting two years now. According to the city planning department, LSE will submit the plans, the city will give them a list of things to fix and LSE will wait a few months and resubmit without attempting to fix all of the issues. Simple things like marking the driveway on the plot plan. I have complained frequently over the past 18 months. LSE rarely returns my emails with no explanation as to why this is taking so long. They are difficult to reach by phone. Originally, I paid them $5000. They require full payment before they will work on the project. After a year they had me pay $1800 more so they could comply with new ********** requirements that they apparently didn't know about. I am beyond frustrated and want to get a lawyer, but what I really want is them to do their job. A competent engineer could take care of all of the issues in a day if they actually wanted to. I believe that my project is so small they have put it on the back burner. The city building department is now going to charge an hourly rate to check any new submission for my project since it has been resubmitted so many times. I've submitted the original invoice for $5000 from February of 2022 to help you identify the project to the company. Please help!

  

  Business Response

  Date: 04/05/2024

  Dear *****,

  We apologize for any frustration or inconvenience you have experienced throughout the process of obtaining permits for your dining room extension project. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns.

  
  We understand the importance of timely completion and effective communication, and we regret any lapses in these areas. Please know that we take your feedback seriously and are committed to resolving this matter promptly.
  We want to assure you that we have recently submitted the stamped plans to the permitting department in accordance with the comments provided by the city. This step was completed two days ago, and you were promptly informed of this development. Additionally, we want to reassure you that our team is actively working on addressing any outstanding issues related to your project.

  
  We apologize for any delays or difficulties you have encountered while attempting to reach us. Our team is committed to improving our communication channels to ensure that you are kept informed of the progress of your project.
  We understand your frustration and want to assure you that we are dedicated to completing your project to your satisfaction. If you have any further questions or concerns, please do not hesitate to contact us directly. We are here to assist you and ensure the successful completion of your project.
  

  Thank you for your understanding and patience.

   

  Sincerely,

  ***********************- *** Team

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 entered into a contract on April 4, 2022 with Licensed Structural Engineer to perform inspections, produce architectural and structural plans and submit plans to City and attain permits from the plans. LSE has submitted four plans to the City and it's almost 2 years later and the plans are still deemed incomplete. I am demanding a refund since they cannot complete the service under contract. I am very appalled and disappointed by the service I received. I am surprised this company is still in business. I just received the 3rd status letter from the city and it was labeled incomplete AGAIN. The staff at the city are even surprised of the plans and looked up their company. They said there shouldn't be a 3rd letter of incompletion with this many comments. Even my contractor reviewed the plans and said there's no detail and will not get approved. I lost too much money and wasted my time. We are going on 2 years with incomplete plans. This project started April 2022 and it's 2024. Based on the Citys experience, this is unheard of. I could list out all the issues I've encountered with dates and emails. I am demanding a refund so I can find another company to finish my project. I gave the company too many chances. Other clients would have left a long time ago when I first had issues back in August 2022 when my application was voided by the city for weeks for incomplete plans submitted by LSE and no one from the company followed up or even bothered to fix it. I had to check for myself and take initiative. I should have found another company a long time ago. I contacted the owner directly to solve this issue amongst ourselves and received no response. I would really like to get this settled amongst ourselves and not get the court involved but they leave me no choice.

  

  Business Response

  Date: 05/23/2024

  Dear ********,
  

  Thank you for reaching out to us regarding your concerns. We appreciate your patience and understanding as we address this matter.

  After reviewing your project history, we confirm that the necessary inspections were conducted, architectural and structural plans were produced, and submissions were made to the City for permits, as agreed upon in our contract from April 4, 2022.
  We understand the frustration caused by the extended timeline and the multiple rounds of revisions from the City. It's not unusual for such projects to encounter unforeseen delays during the permitting process.
  In regards to the finalization of your project, we did reach out to you on November 27, 2023, requesting the final payment to deliver the completed plans. However, we understand that there *** have been some miscommunication, and we apologize for any inconvenience caused.
  

  As a reminder, it is standard practice for us to address all comments and revisions from the City during the permit review process. We strive to ensure compliance with regulatory requirements and meet your project's specifications to the best of our abilities.
  

  We remain committed to resolving this matter in a timely and satisfactory manner. We kindly urge you to remit the final payment so we can provide you with the completed plans and address any outstanding concerns you *** have.
  Should you have any further questions or wish to discuss this matter further, please feel free to reach out to us directly at *************.

  Thank you for your understanding and cooperation.
  

  Sincerely,

  **************************** Executive Asst.

  Licensed Structural Engineers, Inc.

  Customer Answer

  Date: 05/23/2024

  Yes plans were submitted but were incorrect every time and not even close to what the city is asking for. Did you review the plans and responses? They never seen a company submit this many incomplete plans with no knowledge and they deal with many different companies submitting plans. I told them I am not paying the remainder until it was completed and approved because of all the revisions so they tried to submit again and it failed again. So after over 2 years later, I now realize your company will never get it approved because lack of knowledge and care. So I am done with your company and I would be dumb to spend anymore money on this. I paid for a service that your employees cannot complete therefore I should be reimbursed for services.  I gave your company too many chances. There has to be a fine line where if your employees cannot complete the project, the client should be reimbursed so I can hire someone else to do it. I lost so much money from this project because of the time it's taking to complete it. This is ridiculous. I was giving your company a chance to make it right before I sued the company. We are now going on 3 years and I just want to move on. This is prime example of lack of communication. I contacted you through the BBB in February and 3 months later I get a response. I don't know why I keep giving this company a chance to do the right thing. 

  

  Business Response

  Date: 07/01/2024

  Dear ********,
  
  Thank you for bringing your concerns to our attention. We understand the frustration and inconvenience you've experienced and apologize for any shortcomings in our service.
  
  Our records show that the final set of plans was completed, and we reached out to you on November 27, 2023, to inform you that these plans are ready for delivery. We have been waiting for the final payment to proceed with the delivery.
  
  Additionally, the plan reviewer requested a civil design, which was not included in our original scope of work. We have attempted to contact you multiple times to discuss this additional requirement but have been unable to reach you and have left voicemails.
  
  Please understand that it is standard practice for city reviews to come back with comments, which we address as promptly as possible. Project timelines and delivery dates depend on various factors, including the complexity of the project, client responsiveness, and external factors such as weather conditions and public health emergencies.
  
  We value your feedback and would like to resolve this matter amicably. We are committed to delivering the completed plans upon receipt of the final payment and addressing any further concerns you might have.
  
  Thank you for your patience and understanding.
  
  Best regards,
  
  ***********************
  Sr. Executive Assistant
  Licensed Structural Engineers

  Customer Answer

  Date: 07/02/2024

  I understand this is a process and there are revisions but I have been patient and I gave your company a chance for 2 years and your company couldn't even come close to the requirements of approval. I waited a long time for that 2nd revision, the city said LSE didn't even make the changes they requested so I had to wait for months again for that 3rd revision and there was still a lot of information missing. It would be different if we were close and it was minor revisions but it wasn't. I would be dumb to pay your company another cent for services. I lost so much time and money. I had a loan with a low percentage and since so much time has past I lost out of that deal. Yes it was enough time to complete. I hate liars so please be honest you did not try to contact me multiple times and leave mutilple messages. ******** from LSE called once on 6/19 and left a message and I called an hour later and no one answered and I left a message. No one returned my call. I just want to be done with this and get my money back for services that wasn't completed. So please stop asking me to continue working with your company because it is a NO. It is not worth the money, time, stress I've been through.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  SCAM!! We paid these guys $800 to give me a report on the roof. After they "completed" the inspection we never received the report. The inspector never answer any of our phone calls and once I got in touch with the customer representative at the company they told me they issued the refund but I never received anything and it has been weeks. We paid money for a service we didn't receive.

  

  Business Response

  Date: 05/23/2024

  Dear *****,

  We sincerely apologize for the inconvenience and frustration you've experienced with our services. Your feedback is invaluable to us, and we appreciate the opportunity to address your concerns.

  Upon investigating your case, we discovered a miscommunication between our inspector and our team, which unfortunately resulted in a delay in completing your project. We understand the urgency of obtaining the roof inspection report, especially for the sale of your home, and we deeply regret any inconvenience this delay may have caused.

  In response to your concerns, we promptly issued a refund to the card on file for the full amount of $800. However, it appears that there may have been a delay in processing the refund, for which we apologize. Rest assured, we have taken steps to ensure that such delays do not occur in the future.

  We understand the importance of delivering our services in a timely and professional manner, and we are committed to improving our processes to prevent similar issues from occurring in the future.

  Once again, we apologize for any inconvenience this situation has caused you. If you have any further questions or concerns, please do not hesitate to contact us directly at *************.

  Thank you for your understanding and patience.

  
  Sincerely,

  **************************** Executive Asst.

  Licensed Structural Engineers, Inc.

• Initial Complaint

  Date:11/06/2023

  Type:Delivery 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 May 12, 2022 we entrusted Licensed Structural Engineers, also known as Architectural Gig aka **************************** to provide us with a blueprint with an engineering stamp for a residential property. We paid half of the project up front with the agreement that the second half will be paid on delivery of plans. At every stage of communication, there have been issues. Theyve scheduled multiple meetings and then neglected to attend them. They promise revisions in a few days, and weeks go by, without communicating a reason for the delay. Initially they estimated the plans would be delivered May 26, 2023 and include a permit application process. It has now been 1 year and 5 months. Ive called numerous times to find out the status of the project only to be left on hold for an extended time. If and when they do answer, the engineer is either in a meeting or out to lunch. We have been patient up to this point but cannot continue like this indefinitely. The plans were at a near completed stage June 5, 2023 and we requested 3 changes. There has been no communication from the engineer despite my many emails and phone calls asking for an update. It is now November 6, 2023. If there is no communication and timely resolution to receiving our plans, we must insist on a refund.

  

  Business Response

  Date: 12/18/2023

  Thank you for bringing your concerns to our attention. We acknowledge the ongoing nature of your project and have noted your recent communications with *****, your dedicated project manager. Our records indicate the most recent correspondence occurred on December 12, and we appreciate the open dialogue.
  Given that the project remains in progress and our team is actively working to meet your expectations, issuing a partial refund at this time is not within our current policy. However, we understand the importance of addressing your concerns.
  Should you still wish to pursue a refund or if there are specific issues you'd like to discuss further, we encourage you to reach out to our dedicated support team at ****************** Your satisfaction is our priority, and we are committed to finding a resolution that aligns with your expectations.
  If, however, you prefer to place the project on hold, please inform us of your decision, and we will accommodate accordingly. Your feedback is invaluable to us, and we remain dedicated to ensuring your experience with ****** is positive and meets your expectations.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 12/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I await more communication about the next steps. 
  
  Regards,
  
  ***********************