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:04/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Ashley ********************** from House Of Stiles on Nov. 1st. We gave her a retainer of $30,000 to design/construct a remodel for our Bellevue home. We started to communicate about design in January when she wanted to do the design herself and do a big "reveal". My husband and I were trying to understand her pricing as well. She sent many documents that didn't make sense to us. On Jan 17th we saw an initial design and her estimates on the project. This is where she introduced pricing that was not on her website called the "elevated" design. We had a very heated phone call on Jan 24th where House of Stiles offered to part ways.. until I asked for a refund of $20k. They told us at this point they already spent it and were not going to give us pur money back. My husband and I have worked with many designers... it does not cost 30k for an initial mood board from a designer. We have spent the last 2 months trying to recoup our retainer and have been unable to do so. We formally separated on Feb 26th and ****** produced an incomplete design 2.5 weeks later AFTER we parted ways. This design was not approved by us nor did we choose the selections. She did this as another path to NOT give us any refund of the retainer we paid her. It seems that once this business gets the money, you either are forced to work with them or they get to keep money for services not rendered. My husband and I are looking to get $20k back from our retainer from this business.

  Business Response

  Date: 04/17/2024

  I'm sorry you are receiving this complaint, there isn't a whole lot of truth to what is said. We started working with them in October, not January. They had 3 housed they wanted to have us do work for, 2 different states, and 2 different counties in **********. We started doing the work they requested then they decided they didn't want to do 3 properties, only the two in **********. Then we continued to do the work they requested on those two, and they decided they only wanted to do the one house they recently bought, so we went back to focusing on that project and provided 51 page detailed design proposal. She loved the design and only had a couple small changes she wanted to make, we have emails and texts to show that as well.  Based on the number of hours we worked on all their properties since October, which was well documented with Text, emails,zoom and phone conversations, they would owe us $112,000. They also refused to pay sales tax which is required by the state. They have hired an attorney who has sent us a demand so all communication should go through him and our attorney and not through BBB. She is going trying to submit complaints or bad reviews on every site she can about our business. She tried to write this same complaint under one of our other companies that isn't affiliated with this business besides me being the owner. There's a lot more I can say, but I'm not going to. Looking forward to putting this to rest and getting the rest of the money they owe us, including sales tax. 

  Customer Answer

  Date: 04/18/2024

  
  Complaint: ********
  
  I am rejecting this response, as you can see from my attachments... on Feb 26th we parted ways. ****** listed all the things that still needed to be done. I told her we were done and to try to get a mutual agreement refund. She disappeared for 2.5 weeks and came back with a design that she did on her own. I hired an attorney to send a demand letter(it's attached). She never responded to that either. Since Jan 25th, we have been unfair and trying to get 20k from our 30k retainer. In regards to our mountain home, she went up to check out the house and give us a bid. Now mind you, it's a brand new home that's 3/4 furnished. Her bid was 65k. I immediately said no. I was not going to spend 65k on that house and 125k on Bellevue. So in text(didn't have enough room to attach) I backed away from her estate tier and started down the path of the craftsman tier... until Jan 24th when she showed us her design fees that are marketed online but came up with an "elevated design" that's not sperm on her site at all.  When I started asking questions about the upcharges she became defensive. That's when both parties agreed it wasn't a good fit. Then I asked for 20k back because all I had at that point was version 1 of a design she did without a ton of input from me. I'm also going to note that I attached an email where she finished the design after she was let go by us 2.5 weeks later and the total is 45k. I'm assuming it's apparent that he pricing is a moving target constantly, which is why we parted ways so quickly and wanted 20k of our 30k back.  I don't think this business is willing to come to the table and if possible would like the BBB to set up mediation. 
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 04/22/2024

  Here's her tier packages she markets online. We started with estate package to help us move. Dec we backed away from that and started down craftsman tier. After the heated conversation on Jan 25, we were at signature tier. I never saw a single selection, countertop, cabinet or anything like that. 

  Business Response

  Date: 05/13/2024

  Mrs. ********* for some reason originally filed a complaint against *** ****** ***** *** and not House of Stiles. (see the attached Image) Instead of closing the complaint against the original company and refiling it under the correct company, BBB changed the business name from the original complaint. The communication history has not changed which includes the response from the complaint of The Stiles Group, and there was no reference to the error. The original response references *** ****** ***** *** for that reason. 

  I would expect the BBB to have better methods than simply changing the business names of a complaint when a response was already given from the owner of the business from the original complaint. 

  House of Stiles has done over 100 remodels and has dozens of happy customers who would be happy to testify on our quality of work, character, transparency, and so on. 

  The *********s changed their minds on what services they wanted from our firm several times while in the midst of a particular service for the 3 plus months we worked with them. The pricing had to be adjusted every time they changed their minds and that included some of the work that was completed in the services they changed their minds on. We were flexible and were happy to adjust for what they wanted. They loved all the designs we provided, although were continuously asking for design details while continuing to make changes to the layouts with the architect and then complained that we provided design details when the layout wasn't finished. They were narcissistic, condescending, and mean. They wanted services without having to pay for them and adamantly refused to pay sales tax which is required by Washington State. I just don't get it. 

  We could do no right even when we went above what our scope was. There's nothing we can say or do to change their mind or have **** stop attacking us with false information or screenshots of emails without context. 

  We've spent over 300 documented hours on this project and provided them with 90% of the final design. The final part was changes in the kitchen which was on hold because they were requesting layout changes with the architect that we were waiting for. They said they loved the design. We had a final invoice that we never sent regardless of what agreed upon work we provided because we know they would never pay, and we'd have to pay the sales tax for them if they did anyway. 

  We wish them luck with their project and all of the design details and links they can use to give to their contractor. 

  This will be our last response to this complaint as we are putting our efforts into our other clients that appreciate our time and actually pay us. 

  Customer Answer

  Date: 05/14/2024

  
  
  Complaint: ********
  
  
  I am rejecting the above response. Mrs. Stiles is referencing *** ****** ***** *** BBB page that was the only page listed on the BBB website prior to 4/10/24. I would like to give a few facts surrounding her claim above. 

  First fact, *** ****** ***** *** page is a dissolved business with the Secretary of State, so why is this company even listed?

  Second, *** ****** ***** *** page had alternate business names at the bottom of the profile, with House of Stiles being one of those listed

  Third, why would Mr. Stiles not tell the BBB that we were customers to another one of his LLC's? Is this because they were hoping the BBB would just close the complaint and stifle us as the consumer to file a complaint? I think so

  Let's discuss her pricing, again. Now she is claiming we owe her $82,500. I am even more confused than I was before. Since filing with the BBB and Attorney General's office we have no less than FIVE different prices for her design. 35k, 45k, 65k, 112k, and now 82.5k, this is exactly why we terminated House of Stiles. Mrs. Stiles spent 2.5 weeks AFTER being terminated to come up with a design, that we didn't approve, isn't even finished, and we do not like. 

  We offer up for the second time to Dispute Resolution through the BBB for $300. Mrs. Stiles believes I am giving information without context. We would love to get in front of a third party to resolve this matter once and for all.

  My last ask would be for this business to be respectful in their responses and dial back the name calling.
  
  
  
  Sincerely,
  
  
  
  ******** *********