Complaints

This profile includes complaints for Longfellow Design Build Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Longfellow Design Build Inc.

  367 Main Street Falmouth, MA 02540-3158

  
• 

  Longfellow Design Build Inc.

  578 Main Street Chatham, MA 02633-2242

  

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:09/24/2024

  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.

  This is the letter I sent to the owner. I am writing to formally request, for the third time, a refund of the $2000 paid for the architectural services provided by *. *****, specifically concerning the proposals for my bathroom and kitchen renovations.The delivered proposals did not align with the details discussed during our preliminary meetings and failed to meet my expectations for several reasons. During these meetings, *. ***** appeared more interested in discussing his friendship with you rather than focusing on my project needs. He spent minimal time taking measurements, despite the expectation that a specialist would be involved. His lack of interest and minimal effort resulted in a subpar proposal. The proposal for the bathroom is an exact replica of the existing layout, with no modifications or improvements as discussed. There were no options provided for the sink, cabinet, or bathtub, which was a critical part of our initial discussions. Additionally, there were no samples provided for the kitchen design, and the complications associated with the microwave vent or the removal of the refrigerator were not included. From my interactions with *. *****, it is evident that he was eager to receive the $2000 payment but has been slow to deliver the agreed-upon services. Additionally, *. ***** has not been diligent in resolving this financial matter, despite my first email being sent a month ago.Are *. ******* lack professionalism and dismissive attitude a reflection of your firm? I hope not.

  

  Business Response

  Date: 10/04/2024

  The design fee reimbursement check was overnighted and shows delivered yesterday 10/3.

  Customer Answer

  Date: 10/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/01/2024

  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 requested a quote from Longfellow on some renovation work at our home. **** ****** arrived gave some rough estimates of various projects including bathroom remodel, basement remodel, floor refinishing etc. He was unable to provide a written estimate until they took some measurements of each area. **** then returned with another employee, designer ****, and took measurements of the areas in our home. Upon completion **** requested $3000 for "design fees". After meeting with him initially, and the rough estimates provided, i agreed and wrote them a check. A few weeks later, i received a very rough "design" document that was incorrect and created very quickly. I worked with them to correct the drawing and then received quotes on renovations that were 100-300% higher than all competitors and vastly different from the original rough estimates provided verbally. When i inquired about the high costs and ask for itemized breakdowns of each project, they could not be provided. I then asked for the design documents as we wanted to get some additional quotes and **** refused, stating that they only provide design documents when the project is signed off on and deposit received. We paid this company $3000 for "design" fees, never received any service or product and request a full refund. This seems to be a bait and switch tactic. The renovations exceeded $400,000 for 2 bathrooms, a basement renovation and 2 exterior doors. I requested a refund on multiple occassions and the company will no longer respond.

  Customer Answer

  Date: 08/11/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/04/2024

  Attached the latest iteration of the plans dated 5/17/23. The client claims we didnt provide these, which is false. We shared the plans in every meeting, both printed and electronically. If there were expectations of detailed construction documents, we were clear that those werent included in our design agreement. There was lack of responsiveness on the clients end when it came to scheduling. The client insisted on after-hours and weekend meetings, which we accommodated despite his frequent tardiness and last-minute cancellations due to commuting issues. We went above and beyond, meeting him house on Saturdays to discuss multiple budgets. Our team dedicated a substantial amount of time to this project, providing design work and budget discussions, and we feel the $3,000 worth of design services was provided, if not more. 

  If the the final estimates were higher than our competitors, thats part of the process. We provided thorough, professional estimates based on quality work.

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, in response to the business response. The company took measurements and provided an excel *************** paint document as a "design". This was not $3000 worth of work, not even close to $300. We had no tardiness nor were advised that saturday meetings were a special request. The quotes provided were more expensive then 4 different companies utilizing the same materials and "design". This was a bait and switch where an upfront fee was paid and no services rendered due to the companies excessive pricing scheme. 

  

  Business Response

  Date: 10/25/2024

   We would like to clarify several points and ensure an accurate understanding of the work provided.
  1. Design Work and Deliverables
  We take pride in delivering high-quality design services, and we believe the value we provided aligns with the fee paid. Over the course of several months, we worked closely with the client, producing multiple iterations of the design, including floor plans, elevations, and 3D renderings, based on the clients evolving requests. Contrary to the client's claim, we did not merely provide ********** Paint" or basic designsrather, we delivered detailed plans and concepts that were reviewed and discussed in various meetings, both in person and via email. These designs were updated multiple times to reflect the scope changes requested by the client, which is reflected in our communications.
  We have attached emails that show the extensive back-and-forth on design details, including room layouts and exterior updates. These demonstrate that the client was actively engaged in providing feedback and requesting modifications throughout the process.
  2. Client Communication and Scheduling
  While we always strive to accommodate our clients' schedules, this project required significant flexibility on our part. The client often requested meetings outside of regular business hours, which we happily accommodated, even holding weekend meetings to fit their schedule. However, there were several occasions where meetings were canceled at the last minute or after they had already started, causing delays in the process. We have attached email records that reflect these rescheduled appointments and the clients acknowledgments of their delays.
  Despite these challenges, our team remained committed to the project, ensuring that all updates and changes were communicated clearly and promptly.
  3. Budget and Estimates
  The client has raised concerns about the final budget, claiming it exceeded $400,000. This is inaccurate. Our final estimate, based on the agreed-upon scope of work, was approximately $352,000. This figure accounted for the high-quality materials and craftsmanship we commit to providing. We understand that clients may receive lower bids from other contractors, but we believe in delivering work that meets the highest standards of quality and transparency. The other bids the client received may have reflected lower pricing due to differing materials, labor standards, or scope.
  4. Bait and Switch Allegation
  We can confidently state that there was no such behavior in this case. From the outset, we were transparent about the costs associated with the project and the scope of services. The budget evolved only in response to the changes requested by the client, including additional work such as finishing the basement, remodeling bathrooms, and other upgrades. At no point did we mislead the client regarding costs or services; instead, we provided accurate estimates based on the scope they outlined.
  Conclusion
  We value transparency and professionalism in every project we undertake, and we believe the attached documentation supports the fact that we provided the client with significant value throughout this process. We remain open to resolving this amicably, but we stand by the quality of the work delivered and the fairness of our pricing.
  Thank you for your time and consideration in reviewing this matter. We hope this provides clarity and helps resolve the issue fairly.

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  1. Design Work and Deliverables
  Attached plans simply show the measurements of the home and were CAD black and white.  Though it shows the home and potential changes, it is a rough draft at best.  When i inquired about the types of fixtures etc that would be used, the representative replied "standard".  This does not assist us in design.  We were never presented any design elements to select including doors,  flooring, fixtures etc.  I do not see this as a full design, nor believe a cost of $3000 is reasonable for this document.
  
  2. Client Communication and Scheduling
  We are both full time working adults with 3 children.  Things come up, and as they did, were communicated at the earliest possible time to Longfellow.

  
  
  3. Budget and Estimates
  The budget was astronomical, not within reason for the scope of work and not comparable to numerous other companies.  This pricing prevented us from moving forward, after we paid $3000 for measurements and the design described above.  The company stated that they charge fair prices based on work and simply add a 20% profit item to the end.  If we had known the pricing would be so high, we would not have paid the $3000 up front.  Most companies offer a free estimate, and not even a range was provided by Longfellow prior to collecting the $3000 payment.  The inflated pricing on the budgets, without a breakdown of labor, fixtures etc look to be priced to generate a profit margin also. The prices of items changed as the budget was modified without detail or explanation.  See attached in where the floor refinishing, general conditions and bathroom renovations changed without a description or itemized list of changes.  When i inquired to a description and breakdown of each line item(showing what was included, its itemized pricing etc) I was advised it was "standard fixtures".  
  4. Bait and Switch Allegation
  If a price range close to $300k was made clear prior to paying $3000 for measurements and design, we would have never proceeded with the company.  The pricing is some 80-120% higher than competitors, without a detailed breakdown of associated costs, fixtures, labor to equal the total of each line item.  The price range of their renovations should have been clear to avoid the entire situation.
  .
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:07/24/2024

  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.

  We have been in the midst of a kitchen renovation for 8 months with Longfellow. They have been very slow and unresponsive. We have discontinued service with them for most of the remaining work. There is a key outstanding issue in that the legs for our island which were paid for in February have not been delivered. Over the last two months, Longfellow has told us several times they have the legs. They refuse to deliver them and they will not tell us where we can come to pick them up ourselves. This is the final step needed for us to complete our kitchen and get sign off from the town. The legs were ordered and paid for as part of the cabinet order which totaled over $26m. I do not know specifically how much the legs were. I have asked for the detailed invoice for the cabinets but have not yet been provided that. I have called the cabinet maker as well to get a copy but they told me the ** number on the invoice I received from Longfellow is not valid. We want our legs delivered immediately or to be credited the value so we can close out this project.

  Customer Answer

  Date: 08/04/2024

  I have not heard from the business in response to my complaint.

   

  Dear Better Business Bureau,
  
  I am attaching this letter as there were only 2 choices in regard to my complaint and neither describe the situation.
  I did not want to click that my issue has been resolved, as it has not.  We still do not have the legs to our island, nor do we have a credit for them.
  The company has reached out to me and said they will deliver them.  However, they have said this at least 5 other times and it has never happened. 
  Until I receive the legs, I do not consider the issue resolved.
  
  Regards,
  Christina Greene

  

  Business Response

  Date: 10/04/2024

  The legs were sourced through a custom cabinet maker which were not a part of the original cabinet order. Consequently, the legs took longer than expected. The legs have been delivered to the clients and the project has been closed out.