Archetype

Review: Customer Service Issues; Billing Issues; Delivery Issues:

As part of an apartment renovation we contracted with Archetype for design and administrative services. There are two main issues: 1:) Archetype has billed and received payment for Construction Administration in the amount of $2,500.00 which includes the sign off with the DOB. They are refusing to deliver as they have not been paid an outstanding billed amount that we are questioning on their Purchase Summary. 2:) Archetype has refused to discuss the billing and service issues with us for an extended period of time; we have made several efforts to resolve but have only received responses from their attorney who also refuses to discuss the issues and continues to demand payment. He is now threatening us with a lien.

The billing issues revolve around the Purchasing Management service Archetype offered separately from their architectural fees. We were to receive a 40% designer discount and pay them a 25% "fee" thereby saving 15% on purchases for our renovation. The fee was to cover product research, shopping, ordering, taking physical delivery of ordered items on premises, confirm receipt of all items, manage returns for incorrect or damaged items, and ensure timely ordering and receipt as related to project timeline.

First, we did not receive a 40% discount on any item; 10% would be the norm so we ended up experiencing a premium. Had the service been there we likely would not complain but it was not. The person we were dealing with was unresponsive to our calls and requests; ordered items at last minute causing us to have to reselect items when what we selected was no longer in stock; refused to return items; returned items but did not give us the credit; ordered incorrect amounts, and never took delivery of any of the purchases. Also, they did not follow through on outstanding items; kitchen was installed in the fall and while sheer persistence on my part resolved most issues we are still trying to receive a baseboard for in front of the dishwasher. The specific details of these claims are tedious beyond belief. I used the Purchase Summary they provided us and noted the issues we had with the service or lack thereof and related dollar amounts. In the end I asked them for a refund. We paid $7,378 and they are requesting an additional $4,096. I am asking for a refund of $3,653, delivery and installation of the kitchen baseboard, and sign off with the DOB.

Initially we tried to work with the architect/owner to resolve the problems but he began screaming at us and then stopped speaking with us entirely. Archetype and their attorney continue to refuse any offer to resolve and are now, as I said above, are threatening us with a lien.Desired Settlement: Billing Adjustment, Refund and Delivery of outstanding items.

Business

Response:

It’s unfortunate that on a rare occasion, when a finalinvoice arrives for services rendered and complete, that a very smallpercentage of clients have nothing better to do than discredit services orsubjectively reinterpret what is in a written contract in order not topay.”

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Business still has not addressed the issues.What is unfortunate is the stubborn refusal to discuss the issues that have been raised. Every project has its issues; it is how you address them thatmakes the difference. Ignoring them has not made them go away. Our complaints did not arise suddenly out of thin air at the end of the project, nor did they stem from a lack of willingness to pay as the Business suggests; our track record ofpaying promptly and in full over the course of the project is testament to this. All other vendors and contractors related to the renovation were paid in full long ago.We had raised legitimate questions and concerns over the life of the project only to be met each time with denial and a refusal to resolve. All concerns are centered around the Project Management feature described by Businessas a 40% Designer Discount plus a 25% fee leading us to a savings of 15%. The savings did not materialize. Not only did the savings not materialize but the other services that were to be provided under the fee also did not happen on our project. The Project Summary we were provided by the Business is in error. We cannot make payment until the errors are discussed and corrected. Business did not deliver what it promised.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,