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:02/28/2023

  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 hired Laura Yeager Smith Home & Design to provide design services, as well as final furniture pieces and decor (product) for several rooms within our home. Throughout the process we expressed concerns over activities and work they were completing, the time spent on services we did not request, and then subsequent billing. Each time, our feedback was responded to but ignored. A few examples of this occurring are:
  *Billing us for 12+hrs of time ($150-200) measuring our home, even though detailed measurements and specs from our builder were provided to them. We were assured these would be used and would save significant time in the process and that their measurer simply needed to verify measurements. This billing seems extreme for what should have been simply a check and balance. New drawings were created and our information was not used.
  *Time was spent and billed for services we explicitly did not ask for. Clear direction was provided for what we were looking to replace, as well as what we were not looking to replace. This direction was ignored. Selections were made for new furniture pieces, decor, and light fixtures were selected for areas explicitly stated we were not looking to replace. All of which we will billed time for and paid.
  
  *More alarmingly we were at the end of our project. All items had been selected and we were ready to purchase product. We asked for all final items to be priced so our purchase could be placed. At the same time we expressed concerns over time that was being spent on new drawings we didn't request. Laura responded that she was ceasing our partnership. At this point we had paid close to $12k in design services with an agreement to purchase product and we were not allowed to do so. After this, Laura and Team did not respond to any email communication nor did they provide any details so that product could be purchased elsewhere.

  Business Response

  Date: 03/13/2023

  We are sorry to read Ms. *******’s complaint. Her concerns, input and direction were were always considered and addressed promptly and succinctly. The details of the complaint are not accurate. Contrary to the complaint of being ignored, see attached emails where Laura responded directly to every inquiry and also scheduled a call to further discuss concerns and confirm the client was comfortable before moving forward. Every attempt possible was made to work with the client prior to terminating the agreement. 
  
  
  Only the required time was spent measuring and drafting; selections were made only for the areas of the home established in the project scope at our kickoff meeting on site. Our design and billing processes were outlined and agreed upon prior to work commencing, per the attached Letter of Agreement. Throughout the project, summaries of time spent to date in-between our regular monthly invoices were emailed to the client and where were were in the estimated amount of billable hours was conveyed.
  
  
  The company offers a complementary consultation prior to engaging into an agreement with all of our clients. The purpose of the consultation and Letter of Agreement (attached) is to ensure our design process and how we bill for our services is clearly explained and expectations are set prior to beginning work.
  
  
  The first stage of every project is to obtain accurate field measurements and create an Autocad base plan file for our design team to work with. We use these base plans to design and create functional furniture plans and scale furniture to make selections. It is a necessary part of every project to ensure furniture fits in the space and our designs and furnishings selections work with the existing conditions. PDF builder plans were provided and used as a starting point, however they were not accurate to the built conditions, not in Autocad format and did not include key information required. Sill heights of windows so furniture does not block windows, ceiling heights to scale light fixtures, light fixture existing locations to place furniture, case molding details to not place furniture in front of doorways, flooring transitions to create functional furniture plans and other details such as kitchen cabinetry elevations required to select, scale and quantify backsplash tile were all necessary measurements not included in the PDFs provided. 7.5 hours at the rate of $150 was spent drafting existing conditions, not 12 at $150-$200 per the complaint, see attached invoice and email where client states 8 hours were spend on drafting, not 12 per recent claim. Client claims the company did not use PDFs provided, however per the attached invoice, 1.25 hours was spent documenting the existing PDF plans provided by the client. 
  
  
  In November of 2022, the client directed our team to move her project forward but demanded we not spend billable time doing so. It was clearly articulated both verbally and in writing multiple times that we must scale the furniture selections and revised selections in the plans to be sure selected furnishings fit. Plans needed to be updated to specify sectional components to reflect client’s revised selections that were emailed. The company was uncomfortable proposing and purchasing goods accordingly. Ultimately, after multiple attempts to clearly reiterate outline the steps of the agreed upon process to implementation, we ended the agreement and applied a credit to the final invoice as a courtesy, per attached documentation. 
  
  
  Client has in their possession over 27 pages of furnishings selections images and dimensions and scaled furniture plans to complete the project per their terms. Tell us why here...

  Customer Answer

  Date: 03/19/2023

   I am rejecting this response because:
  
  
  References were made to a consultation prior to engaging in an agreement.  Materials referenced in Laura's response were provided 2 years prior (2020) to hiring Laura for her services.  We hired Laura and contracted her services in 2022.  Much time had passed since our initial inquiry.  Neither a discussion on the process or updated documents were provided in 2022.  This information was also not reviewed in our kickoff meeting.

  The response also references a quote of 12 hours for measurements and drawings was a false representation.  I have attached the detailed bill from March that outlines services. If you add services just from this bill alone, drawings and measurements represents 12.5 hrs (as measurements were taken a second time during the kickoff meeting).

  We gave feedback many times during the process expressing concerns or being very clear about scope of projects.  That feedback was disregarded and not taken into consideration.  Laura and her team continued to do work where we explicitly stated work was not desired.  They provided selections for items we stated we were not interested in replacing in numerous rooms, etc as stated in our initial complaint.

  The project was terminated at the end of the project when all that was needed was to order product.  At this point significant time had been sent curating completely custom furnishings.  The documents provided to us did not include specifics such as brands, item numbers, fabrics selected, or custom finishes and applications as selected.  To the average person the documents present ideas.  The items as presented can only be purchased via Laura (given lack of details) and also with her direct vendors.  We were billed, and paid for time spent for all of these custom selections and in the end were not permitted to purchase the items.

  
  Laura's response also notes a credit that was provided as a courtesy, but what isn't noted is that we were again billed for items for which we never saw (such as window treatment designs, sample fabric, and fabric for some of the furniture pieces selected).  We were also not given any of these items upon the termination.  In addition, time was spent quoting furnishings we were not allowed to purchase.  Therefore, we were again billed for items we either never saw, quotes that were now irrelevant, etc.  The credit in this regards seems necessary and also does not represent the full total of the final bill which I also included.

  
  Our agreement was terminated when we stated "we would no longer pay for services we did not request".  We never stated we wouldn't remit payments and had paid every bill to date regardless of feeling taken advantage of.  When this statement was made the project was terminated by Laura.  We feel ample time and money was spent on design services with an expectation we would have product upon completion of those services.  We now have been simply left with design ideas.

   

   

  Business Response

  Date: 03/24/2023

  One email from 2022 documenting the company process was included in the initial BBB response, the other six emails documenting our process and correspondence were from 2022. The 2020 email was included to provide emphasis that our process was clearly identified and acknowledged multiple times both in email, in person, on Zoom video and on the phone over the course of four years. The company process never changed from the initial inquiry made in September of 2018 and our services were agreed to with a formal Letter of Agreement after years of inquiries, clarification of process and careful consideration. Our LOA date was updated multiple times in 2020, 2021 and finally executed in 2022. 
  
  
  The March invoice submitted notes 7.75 hours of Drafting, not 12 hours. A rounded up 8 hours of drafting was referenced in the client email previously submitted. 12 hours is inaccurate. Time spent in March itemized on the invoice also included a site project kick-off meeting and documentation of client provided information, including PDFs, as noted. Non billable time spent is also itemized on the invoice including the final consultation explaining our process again prior to retainment, traveling and the project manager time spent at the kick off meeting.
  
  
  Our work is creative and project based. We present suggestions, recommendations and selections. Per section 6 of the LOA, deliverables are owned by the company. All feedback was responded to and resolved throughout our working relationship until our agreement was terminated per section 7 of the LOA. Best efforts were made with multiple attempts to please the client, but ultimately our agreement was terminated when it was evident we were not a fit. The company cannot sell furniture that has not been confirmed to function and fit in a residence.

  Customer Answer

  Date: 04/04/2023

  [BBB transcription via email]

   

  As stated in previous responses an initial consultation was not provided prior to kicking off work with the company in the 2022 calendar year.  Providing a pamphlet several years prior (2018) when an initial inquiry is made is not sufficient.  
  
  Also, as mentioned in the prior response both individuals who came to our home for the kickoff meeting spent the majority of their time rechecking measurements the measurer hired by their company had provided.  Therefore, the 12 hr measurement quote that I referenced also including the time billed during the kickoff meeting.  This was; therefore, not an inaccurate statement.
  
  It is an unfair statement to make that the company could not sell furniture that had not been confirmed to function and fit in the residence.  All measurements, and drawings, had been updated to reflect all items we specified we wanted to purchase.  Quotes had also been provided for all products we desired.  All that was remaining was to place an order for the items; however, Laura terminated our agreement at that very time and did not allow us to purchase the product desired.  Therefore, there is absolutely no reason why the company should have felt they did not have confidence in ensuring proper function and fit in the space.  
  
  I am continuing to request a refund for services rendered.  We went into this relationship with the expectation we would have more than just design ideas.  We expected to purchase product directly from the company.  We were unable to do so, not on our own accord but because they did not allow us to do so and chose to terminate the relationship after all work had been completed and product simply needed to be ordered.  We were subsequently billed for work completed in areas we specifically said we did not need (such as dining room, lighting in the home, etc as mentioned in previous responses), fabric selections for all product, final drawings for all product selected, and time spent pricing all product, etc.  Essentially, we will billed for things we were then unable to use.