Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Hello, I am writing in regards to the complaint made to the Revdex.com by [redacted] on 12/19/17. Ms. [redacted] was referred to us through a mutual friend and we also know her from a social stand point. She first reached out to House Seven Design in early April of 2017 requesting design...
assistance for the home they were planning to purchase and were waiting to close on May 24, 2017. The client states that our company was a “complete unorganized mess” and that “communication was awful.” While there were unforeseen delays associated with the project, as is very common with this type of work, we do not agree with Ms. [redacted]s assertion for the reasons described below. I met with the client on May 17th for her first initial design consultation at her soon to be new home. We gave her a discount on the consult of 50% our normal rate. Because she scheduled the visit before closing, the original owner was still occupying the home and was present at the residence, so we were not able to accomplish as much as I had hoped at that time. Therefore, I agreed to come out for a second consultation at no additional charge. This occurred on May 25th. For the sake of efficiency, I also brought the project manager to this meeting. At this time we discussed the scope of the project with her and told her that we would send her an estimate of the remodel work to be completed per the client’s request. We sent this estimate to the client on May 30. The total estimate for the work to be completed was $9,050. The client agreed, but asked that we revise the estimate to remove one item, built in bookcases listed at $3500, to which we agreed. After agreeing to the updated estimate, we set a tentative date of August 1st to begin work at the client’s home. However, in doing so, we communicated to Ms. [redacted] that we were working on a full house remodel project that we would have to finish before we would be able to start Ms. [redacted]s project. Due to setbacks from the client not communicating with her husband and the client’s husband subsequently choosing to change the original design of the island and add more flooring to the entryway that was not on the original estimate, we were required to adjust the project start date to October 16. The client states the company was untimely. Ms. [redacted] never indicated that she was unhappy regarding the morning start time of our crew and we learned of this only upon reading her complaint to the Revdex.com. We acknowledge that that the carpenters did not work on October 20, as stated in Ms. [redacted]s complaint. This was due to our crew having car trouble. Another crew member had a personal matter in court and asked us to please apologize to the client for his absence. We notified the client’s husband of these issues, and he was very understanding regarding the matter. To our knowledge, there were no other days where the crew did not perform work as scheduled. The client also included a complaint of potholes in the floor. After the floor installation, we installed the shiplap, repaired drywall and completed additional trim work per the client’s request. At no point during this time did we or the client note potholes. Further, we have never received any communication from the client regarding this issue. As with her complaint of untimeliness, we also learned of the client’s concern with potholes upon reading her compliant. The complaint that the designer was to be at the house when the island was installed is incorrect. The designer was never compensated for any work beyond the original discounted consult and the client never requested that I be present at the house for the installation. Rather, the client was the one who decided where she wanted the island to be set and it is perfectly square. As a courtesy, I told the client at one of the numerous visits to the home that I would help her find lighting, bar stools, etc. to help her with her home design if she chose for me to do so. I spoke with her regarding these designs at her meetings and said once the project got underway we would start choosing these items. Unfortunately, as the remodel project progressed the client’s emails became irate and extremely unprofessional. She also started texting mutual friends complaining about our work. Based on her complaints, I sent the client an email on October 21 stating that we would be happy to complete the project but also completely understood if the client would like to seek another company to complete the project. The client replied on October 22 stating that she had no desire to end the contract and that she would see us on Monday. Upon meeting that Monday the client requested further services, thus it was our understanding she was no longer discontent. At no point did the client actually request my assistance concerning lighting and bar stools. After completing all work, we sent the client a final invoice. She sent us a check that was $150 less than the invoice, which is an amount equal to the House Seven management fee. We contacted the client’s husband December 4th and we received the final payment of $150 on Dec 15, 2017. As mentioned above, we do not agree that our correspondence was lacking. I personally corresponded with Ms. [redacted] via email 63 times from April 7 to October 22. I never charged for any of this time, which is contrary to our standard practices. I would be happy to provide copies of these emails to you upon request. We feel that we went above and beyond to meet this client’s needs. We completed the work agreed upon, responded to the complaints Ms. [redacted]s brought to our attention, and discounted all of the design services they received. Unfortunately, this was not enough to satisfy her. We would be happy to fix any issues for previously contracted work as deemed reasonable at the client’s request. Based on the information above, we ask that you dismiss this complaint without further action. Please let me know if you have any questions or concerns or if I can provide any further information. Thank you, Anissa Z[redacted] House Seven design+build -- Anissa Z[redacted] House Seven design+build
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Hello, I am writing in regards to the complaint made to the Revdex.com by [redacted] on 12/19/17. Ms. [redacted] was referred to us through a mutual friend and we also know her from a social stand point. She first reached out to House Seven Design in early April of 2017 requesting design...
assistance for the home they were planning to purchase and were waiting to close on May 24, 2017. The client states that our company was a “complete unorganized mess” and that “communication was awful.” While there were unforeseen delays associated with the project, as is very common with this type of work, we do not agree with Ms. [redacted]s assertion for the reasons described below. I met with the client on May 17th for her first initial design consultation at her soon to be new home. We gave her a discount on the consult of 50% our normal rate. Because she scheduled the visit before closing, the original owner was still occupying the home and was present at the residence, so we were not able to accomplish as much as I had hoped at that time. Therefore, I agreed to come out for a second consultation at no additional charge. This occurred on May 25th. For the sake of efficiency, I also brought the project manager to this meeting. At this time we discussed the scope of the project with her and told her that we would send her an estimate of the remodel work to be completed per the client’s request. We sent this estimate to the client on May 30. The total estimate for the work to be completed was $9,050. The client agreed, but asked that we revise the estimate to remove one item, built in bookcases listed at $3500, to which we agreed. After agreeing to the updated estimate, we set a tentative date of August 1st to begin work at the client’s home. However, in doing so, we communicated to Ms. [redacted] that we were working on a full house remodel project that we would have to finish before we would be able to start Ms. [redacted]s project. Due to setbacks from the client not communicating with her husband and the client’s husband subsequently choosing to change the original design of the island and add more flooring to the entryway that was not on the original estimate, we were required to adjust the project start date to October 16. The client states the company was untimely. Ms. [redacted] never indicated that she was unhappy regarding the morning start time of our crew and we learned of this only upon reading her complaint to the Revdex.com. We acknowledge that that the carpenters did not work on October 20, as stated in Ms. [redacted]s complaint. This was due to our crew having car trouble. Another crew member had a personal matter in court and asked us to please apologize to the client for his absence. We notified the client’s husband of these issues, and he was very understanding regarding the matter. To our knowledge, there were no other days where the crew did not perform work as scheduled. The client also included a complaint of potholes in the floor. After the floor installation, we installed the shiplap, repaired drywall and completed additional trim work per the client’s request. At no point during this time did we or the client note potholes. Further, we have never received any communication from the client regarding this issue. As with her complaint of untimeliness, we also learned of the client’s concern with potholes upon reading her compliant. The complaint that the designer was to be at the house when the island was installed is incorrect. The designer was never compensated for any work beyond the original discounted consult and the client never requested that I be present at the house for the installation. Rather, the client was the one who decided where she wanted the island to be set and it is perfectly square. As a courtesy, I told the client at one of the numerous visits to the home that I would help her find lighting, bar stools, etc. to help her with her home design if she chose for me to do so. I spoke with her regarding these designs at her meetings and said once the project got underway we would start choosing these items. Unfortunately, as the remodel project progressed the client’s emails became irate and extremely unprofessional. She also started texting mutual friends complaining about our work. Based on her complaints, I sent the client an email on October 21 stating that we would be happy to complete the project but also completely understood if the client would like to seek another company to complete the project. The client replied on October 22 stating that she had no desire to end the contract and that she would see us on Monday. Upon meeting that Monday the client requested further services, thus it was our understanding she was no longer discontent. At no point did the client actually request my assistance concerning lighting and bar stools. After completing all work, we sent the client a final invoice. She sent us a check that was $150 less than the invoice, which is an amount equal to the House Seven management fee. We contacted the client’s husband December 4th and we received the final payment of $150 on Dec 15, 2017. As mentioned above, we do not agree that our correspondence was lacking. I personally corresponded with Ms. [redacted] via email 63 times from April 7 to October 22. I never charged for any of this time, which is contrary to our standard practices. I would be happy to provide copies of these emails to you upon request. We feel that we went above and beyond to meet this client’s needs. We completed the work agreed upon, responded to the complaints Ms. [redacted]s brought to our attention, and discounted all of the design services they received. Unfortunately, this was not enough to satisfy her. We would be happy to fix any issues for previously contracted work as deemed reasonable at the client’s request. Based on the information above, we ask that you dismiss this complaint without further action. Please let me know if you have any questions or concerns or if I can provide any further information. Thank you, Anissa Z[redacted] House Seven design+build -- Anissa Z[redacted] House Seven design+build