Complaints

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• Initial Complaint

  Date:10/23/2023

  Type:Customer Service 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 June of this year, we paid ************************* $1,500 to design a kitchen remodel for us. She came to our home to get measurements, then came back once more with a structural engineer. Afterwards, we heard from her once more via text, then a phone call. She said the design she was working on would not work, so we would need to get together again to come up with an alternative plan. Then, she seemed to simply disappear. I texted several times to schedule a follow up, but each time I sent a message it was ignored until at least a second attempt was made to get ahold of her. The only responses we got were "I just got back in the country", and the engineer was "really busy". Two weeks ago, we decided we were going to take our business elsewhere since this business has no interest in completing the work we paid them for. I requested a refund on October 2, but in typical fashion, my message was ignored until I sent it again two days later. Then, we got the same old "I just got back in the country" excuse and how the engineer didn't want to come back to look at the job. I offered to take $1,200 back since she had begun a design that we never got, but she has ignored us since then.

  

  Business Response

  Date: 11/02/2023

  ****,

  This was the second time that I had worked with you since 2018.  You were honest with me that you were only looking for design work.  You were not positive you would use us to do the remodel.  I explained that wasn't a problem but that I had a minimum fee of $1500 to do kitchen design layouts. After you agreed, we set up a time for my project manager and I to come back and take measurements.  You asked me to draw the kitchen with the wall between the living room and kitchen removed.  I explained that I am not a structural engineer but I knew someone who would come by to see if your plan would work.  You still wanted me to draw it up with your idea and a couple more that we came up with when I was there.  I worked on the 3 drawings for several days.  When they were ready, I called you to come into the studio and look at the drawings.  You came in and seemed to like the designs but we still needed advice from a structural engineer.  I came by June 22nd with the structural engineer.  He looked at your house inside and out and from his point of ******* could not be done and still have a usable staircase without removing the roof.  We talked about a couple more ideas, going a different direction toward your front door but you and your husband wanted to talk about it and get back to me.  July 10th you contacted me when I was on vacation. I called you when I got back, your husband answered and I explained that you needed to get another structural engineer because mine was unavailable.  You did not contract me again until August 17th but I was out of the country.  I called you when I got back but did not hear from you again.  I assumed you had found someone to move forward with since you told me from the beginning that you wouldn't necessarily be using us.  I did send you copies of all the hand drawings and computer drawings, which is what you hired me to do.