New Line Design, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
Due to the on-line page-limit and limit of number of characters for filing the Revdex.com complaint and due to not being able to send attachments on the first round of submissions of the Revdex.com on-line complaint form, attached to this response by the client is the report that was filed with the *** *** *** *** *** ** *** *** *** *** ** ***The *** *** *** *** reviewed the complaint and their review board suggested that the issue be vetted through the Revdex.com first
The client finds it unfortunate and regrets that the transparent review of the costs of this contract job / work has to happen through a Revdex.com complaint activity report - when it could have been addressed at the job site during the punch list review on July 21, NLD states that their transparent review of work and quantities is based on the client's calculations - again it seems to me that a final review of what was actually installed and delivered is a shared responsibility of the contractor - NLD and the client - more so the responsibility of the contractor in order for the job to be evaluated fairly and in a transparent and accountable manner
The client takes note that in *** *** / NLD response to the Revdex.com complaint, that several of the quantities issues that the client raised in his complaint required a revision and a review - something that should have happened during or shortly after the punch list review of the job on July 21, While there is acknowledgement and agreement of some of the differences in quantities and pricing, not all of the issues raised by the client were addressed by NLD the contractor - in particular the pricing of the fencing and installation of the sliding gate mechanism, and the costs of demo and debris removalThe client also notes that the contractor is requesting an additional charge of $ on top of the contract amountThe client has the following observations:
The client is in agreement with all of the credited items listed in NLD Revdex.com response - items #s through
The client is not in agreement with item # - adding the cost of two additional perennialsThe client is not in agreement with paying $ per perennial - what was delivered (quality and size of the plants) and the careless way they were planted (with no compost or organic material in the plant holes provided - and work completed in less than minutes by NLD workers) is not worth the amount being chargedAs stated in the complaint of the client - the perennials should cost no more than a maximum of $ each
Item # The client agrees that the flagstone walkway next to the kitchen steps to the old shed was an add on item - where the total area of this additional flagstone work area is sq ftIf we add the patio and walkway to the car parking, that area comes to a very generous calculation of sq ftThus the total flagstone area comes to sq ft, which is sq ft more than the sq ft NLD claims they installed
The flagstone steps required removal of the old brick and resurfacing the same area with the buff flagstoneThe client calculations of the area re-surfaced is sq ft (which includes the amount of additional flagstone that NLD states was not in the original contract - see the attached calculations)Using the unit price of $ per sq ft of installed flagstone, sq ft X $ = $ 1,The client was charged $ 3,129.75; NLD claims that $ in additional flagstone for the staircase was installedThe difference of pricing should largely cover the extra flagstone materials and installation, plus the demo and removal of the old brick that took no more than hours for the NLD worker to do
The client takes note that the cost issues raised concerning the installation of the composite fencing is not addressed by NLDThe client still feels that NLD is overcharging for what was installed - by at least $4,
The client takes note that the cost and installation of the sliding gate opener / mechanism is not addressed by NLDThe extra time it took the fence sub-contractor to make the mechanism operational due to it stalling regularly, and not contacting the supplier sooner - should not be a cost passed on to the client
The client takes note that the costs of demo and removal of construction debris is not addressed by NLDComparative costing of construction debris removal by the client reveals that no more than $ a load should be charged
NLD states that $ 1,of upgrades were provide to the client and reviewed at final invoicingThe client has no idea what these "upgrades" areIf these upgrades are: the two remnant flagstone pieces at the two fence gates, and the finishing of the edging at the new shed and new concrete pad - the client made it very clear to NLD during the punch list review and in e-mails, that these items should be part of the contract; even the contractor who installed the custom shed - felt that it was NLD responsibility to do a proper finishing at the right side of the shed and edge of the concrete pad, which we were all waiting for NLD to do - and had to insist / request that it be done
NLD states that client selected, inspected, and approved all materialsThis is not true - the client was only given the opportunity to select the color of the composite fencingEverything else was brought and delivered on site with the workers telling the client: "this is what we were able to source and what you get for the contract amount"
NLD states that the client supervised all labor and installation of materialsThe client notes that NLD provided very little supervision of the sub-contractor work as well as supervision of his own landscape crew; examples were given to the contractor NLD and written up in the notesThe client multiple times had to deal with construction implementation and site safety / cleanliness issues; should this not have been the responsibility of the general contractor - NLD? The client didn't get paid for his supervisory level of effort
(Client review and complaints of NLD work & contract)

New Line Design, Inc(contractor) and *** *** (client) entered into a contract on May 25, based on the proposal dated May 15, The proposal contained a line item list of services and a cost for each service; the total contract / proposal was for $40,and secured with a
$20,retainer, a $20,balance remainedAt completion of project an invoice was submitted to the client for the balance of contract $20,641.44, there were not any "increased cost" to original contract / proposalIt is common industry practice to utilize sub-contractors for their areas of expertise, such as electricians, concrete installers and carpentersThe use of sub-contractors was not discussed and did not have any effect on the original contract / proposal
The client selected, inspected, and approved all material, design and layout, also supervised all labor and installation of all materials throughout the entire project from start to finish
The project consisted of a custom cut and hand laid flagstone patio and walkway , custom cut and hand laid flagstone staircase , custom cut and hand laid flagstone facing and cap on staircase and porch , custom built shed, custom built storage door, custom built ftmetal framed electric gate, these items were custom built and site specific not "improvised"
Based on client calculations New Line Design, Inc., in the effort to be transparent and fair to both parties, could be compelled to make the following adjustments to the amount of the final invoice and are based on contract / proposal quantities and unit cost:
CREDIT CHARGE
Sod Shortage of sqft@ $per sqft$
Amended Topsoil Shortage yd@ $per yd $
Steel Edger Shortage lin ft@ $per lin.ft$
Fabric Shortage sqft@ $per sqft$
Concrete Shortage sqft$ per sqft$
Additional Perennials @ $$
Additional Flagstone Patio / Walkway sqft@ $sqft$ 2,
(Contract amount sq ft vs sq ft installed this would explain partial sod shortage)
TOTAL: ($ 1,508.47) $ 2,
ADJUSTMENT: $
New Line Design, Inchas been serving the Denver metro area since 2001for both the residential and commercial customersWe are an accredited business with Revdex.com with an A+ rating, we also have a out of rating with *** ***We have had complaints in those years and make every effort to serve our clients
New Line Design, Incfulfilled and competed all items of the contract / proposal agreed upon with the client
In this case we gave the client $ 1,of upgrades at the submission of final invoice to compensate for any inconvenience that may have occurred during the project and it appears that the client also received $ in additional flagstone patio and walkway not in contract / proposalThat comes to a total of $ 1,of compensation already received which we feel is more than fair
Have a BLESSED Day,
*** ***
New Line Design, Inc

New Line Design, Inc(contractor) and *** *** (client) entered into a contract on May 25, based on the proposal dated May 15, The proposal contained a line item list of services and a cost for each service; the total contract / proposal was for $40,and secured with a $20,retainer, a $20,balance remainedAt completion of project an invoice was submitted to the client for the balance of contract $20,641.44, there were not any "increased cost" to original contract / proposalIt is common industry practice to utilize sub-contractors for their areas of expertise, such as electricians, concrete installers and carpentersThe use of sub-contractors was not discussed and did not have any effect on the original contract / proposal
The client selected, inspected, and approved all material, design and layout, also supervised all labor and installation of all materials throughout the entire project from start to finish
The project consisted of a custom cut and hand laid flagstone patio and walkway , custom cut and hand laid flagstone staircase , custom cut and hand laid flagstone facing and cap on staircase and porch , custom built shed, custom built storage door, custom built ftmetal framed electric gate, these items were custom built and site specific not "improvised"
Based on client calculations New Line Design, Inc., in the effort to be transparent and fair to both parties, could be compelled to make the following adjustments to the amount of the final invoice and are based on contract / proposal quantities and unit cost:
CREDIT OVERAGE
Sod Shortage of sqft@ $per sqft$
Amended Topsoil Shortage yd@ $per yd $
Steel Edger Shortage lin ft@ $per lin.ft$
Fabric Shortage sqft@ $per sqft$
Concrete Shortage sqft$ per sqft$
Additional Perennials @ $$
Additional Flagstone Patio / Walkway sqft@ $sqft$ 2,
(Contract amount sq ft vs sq ft installed this would explain partial sod shortage)
TOTAL: ($ 1,508.47) $ 2,
ADJUSTMENT: $
New Line Design, Inchas been serving the Denver metro area since 2001for both the residential and commercial customersWe are an accredited business with Revdex.com with an A+ rating, we also have a out of rating with *** ***We have had complaints in those years and make every effort to serve our clients
New Line Design, Incfulfilled and competed all items of the contract / proposal agreed upon with the client
In this case we gave the client $ 1,of upgrades at the submission of final invoice to compensate for any inconvenience that may have occurred during the project and it appears that the client also received $ in additional flagstone patio and walkway not in contract / proposalThat comes to a total of $ 1,of compensation already received which we feel is more than fair
Have a BLESSED Day,
*** ***
New Line Design, Inc

New Line Design, Inc. has been serving the Denver metro area since 2001 for both the residential and commercial customers. We are an accredited business with Revdex.com with an A+ rating, we also have a 4.87 out of 5 rating with [redacted]. We have had 2 complaints in those 14 years and make every effort to serve our clients.
New Line Design, Inc. fulfilled and competed all items of the contract / proposal agreed upon with the client.
The client recevied $ 1,048.75 of upgrades at the submission of final invoice to compensate for any inconvenience that may have occurred during the project. Based on the clients measurements it appears that the client also received $ 837.95 in additional flagstone patio and walkway not in contract / proposal. That comes to a total of $ 1,886.70 of compensation already received. New Line design is not seeking additional funds for services.
Have a BLESSED Day,
[redacted]
New Line Design, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
There is no resolution or demonstrated effort on the contractor's part to answer the client's concerns and questions, and to be open / transparent and accountable to the client.
All the contractor seems to be able to do or want to do is repeat the same thing over and over again with no consideration for or desire to answer the questions and issues that the client raised.
From the past exchanges on this Revdex.com complaint forum, as well as the submitted / provided documentation, the client has provided detailed questions, issues and observations, that the contractor does not want to answer and that reveal that the contractor did not provide $42,000 worth of work / services / or materials. There is no need for the client to repeat the detailed questions and issues raised.
We are at a stalemate and as requested in the last exchange of the client, the client would like to know the position of Revdex.com to resolve the issues raised in the client's complaint.

(The consumer indicated he/she DID NOT accept the response from the business.)
We are back to square 1 - a non-responsive contractor. The client notes that the contractor is unwilling to answer questions raised by the client concerning the value of the work and quantities delivered.
The contractor states that a total of $ 1,886.70 of compensation has already been received by the client - which is far from the truth. The contractor can't even respond to the client as to what the supposed upgrades are. NLD is claiming that the supposed value of the work to be: $ 40,641.44 + $ 1,886.70 = $ 42,528.14.

The client is already filing a complaint that the work and services completed by NLD does not reflect a value of contract amount of $ 40,641.44 - so it definitely is not worth the additional amount of "compensation and upgrades" that NLD claims. Not a single neighbor, family member, or other contractors that have seen the final work completed are in agreement that the client got value for the amount of work and services being charged - most are pretty shocked and dismayed at what they see.
Again the client notes that the contractor neither is willing to be fair, open, and accountable, nor demonstrates any kind of integrity or care in being responsive to the client in answering the questions raised. A key component of good customer service and care is the contractor / service provider being able to reassure the client that they received value for money spent. This is not the case for this NLD.
No answers were provided to multiple questions and issues raised by the client during the implementation of the work, nor during this Revdex.com complaint review process.
This leads the client to believe that the contractor has something to hide and is demonstrating a very callous disrespect of the client.
The contractor keeps raising the point about NLD - Revdex.com + and [redacted] rating of 4.87. That may be true - it is one of the reasons the client chose New Line Design. However on this client's job - the work was not well executed or managed and the value of the work is definitely not worth the amount being charged by the contractor - thus the client's painstaking efforts in documenting and illustrating with examples the problems of the job, and the problems of pricing. The client could easily come up with many other examples of the poor quality of the work and implementation of the job. It is pretty clear that there seems to be no willingness of NLD to be accountable and responsive to the issues raised by the client.
It is interesting to note that the workers of one of the sub-contractors hired by NLD were able to agree with the client on several of the implementation issues and the poor customer relations of NLD - in particular the non-present and arrogant attitude of [redacted]. The sub-contractor workers were able at least to acknowledge, recognize and apologize for the poor scheduling, performance and inconvenience to the client of their part of the work.
This complaint will not be resolved for the client until adequate answers are provided by NLD for all the issues raised by the client. As stated in the first round of complaint forms submitted to Revdex.com and the [redacted] of the [redacted], the key issue here is not that the work was not done or the high ratings of NLD with Revdex.com, [redacted] or [redacted] - the issue is that the contractor NLD messed up on this client's job and the value of the work, the poor / sloppy implementation of the job is not worth the amount being charged, and that the contractor NLD does not want to be accountable to the client. The client has demonstrated incredible restraint & patience in dealing with the job, the poor results, the issues raised and the non-responsiveness of the contractor. It is not sufficient to the client to just say the contract is the contract, you signed it and you get what NLD gives you. The client feels that at least $ 7,500 of the value and services of the job should be reimbursed back to the client, as well as a written apology provide to the client for the inconvenience to the client in order for this to be resolved.

The client would also be interested in knowing at this point in time, the position and mediation capabilities of the Revdex.com in resolving this complaint / dispute.