Wolford Building & Remodeling

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowhave fully read the customer’s statement of the problem which is inaccurate (I have read over Ms [redacted] response and unfortunately it contains multiple inaccuracies, inflammatory language and mischaracterizationsI wish this could have been resolved prior to your involvement, thanks for your mediationI regret that this has devolved from a disagreement over a remodeling project to personal attacksWe sincerely hope for a resolution satisfactory to all.).Mr [redacted] was seeking a builder that could perform an extremely complicated (this is honestly the first I've heard our project referred to as an extremely complicated addition)remodel/addition on an older home in the HighlandsPrior to contracting with a client we give them an approximate guess on what we think their job might costThis is in no way a “for sure“ estimate but rather to let the client know the kind of investment they would have to entertainOur remodeling manager, [redacted] met with the [redacted] ’s (as did owner [redacted] Wolford) and based on the plans and their statements at that time we guessed that the job would cost in the $300’sWe NEVER give an exact bid and only if paid do we move forward with a bid.(This is inaccurate, I was told via phone by [redacted] after having nearly two weeks to review our specific and detailed plans drawn by a local architect that they estimated the job would likely cost between $290,and $305,for everything we wantedIt was based on this knowledge that we proceeded with hiring Wolford and providing them with a deposit of $2,Had the reality been as described as above we would have gone with one of the other builders that were very excited to take on our project and did not charge a fee or deposit to do a fully-transparent line-item estimate)We also never tell a client that it will be within % or % or 30%That is just not how we do business and it is for a client to add items to the original plan(We were told by [redacted] that typically ballpark estimates are within plus or minus 10-20%, though there were no guaranteesWe understand the concept of an estimateOur hope was that based on their years of building home they would provide a reasonably accurate estimate.)The only way to know the true costs is to spend time and money to bid out the job exactly which is why we charge a retainer of $Mr [redacted] also provided plans from an architect and told us the architect told him that this job should cost around $300,and that he had the plans drawn to meet that budgetWe set forth on this journey with Mr[redacted] in good faith(Correct)We spent months working on exact bids which included a vendor day at Mr [redacted] ’s houseAt the vendor day Mr [redacted] spoke to each of the subcontractors to make sure that they understood that he expected the best in choices and finishes for the lowest price possible.(Correct)He also had several meetings and conversations with our kitchen designer and added many items that would take this far over the original guess of “in the 300’s”.(Again, it was an estimate of between $290,and $305,000, not in the "300's." We told the kitchen designer that we had a very specific budget we were approved for but better to start with what we wanted and then work to make compromises based on priceThe kitchen designer was only a small part of the overall price discrepancyWe also were very specific in the initial meeting with [redacted] and [redacted] describing what we were looking for in a kitchenIt was our understanding that this was included in the $- $estimate) After months of due diligence we met with the [redacted] s and presented our cost analysis to themWe proposed a conservative version of their plan for approximately $390k(The price was $399,This price was based on making multiple compromises (including a shingle roof, no second floor bonus room and a standard cabinet allowance - not the designer kitchen as described above) on the design, the full price was actually $482,000)At that time we suggested a few ides to bring the cost down which the [redacted] ’s refused to entertain(They made a single suggestion of a manufactured fireplace solution that would have saved perhaps $9,We had spoken extensively about the fireplace with [redacted] prior to the meeting and all parties knew that of the dozens of line-items in the estimate, this was one place we would prefer not to compromiseWe also asked for more transparency in the bidding processThe cost analysis only included line items, there wasn’t any explanation or supporting documentation For example, a line item cost of $12,for dumpsters—how many dumpster did this include or $16,for a shingle roof, what is the square footage of the roof? I do not think it is unreasonable to have more detail presented on a project of this scale.) He also shared with us that we were not his first choice in builders and brought with him a quote that was similar to ours but included a higher scope of work (We had received a quote from another builder during May of for the exact same scope-of-workI'm not sure how this is relevant, but I brought the quote which was very detailed to put into context vsthe WolfordsI was simply trying to be an educated consumerI'm not sure the Wolfords are interested in having an educated consumer as there was no transparency in the quote and a line from a subsequent email that stated: "We do not compete with other builders for jobs and wish we had known that this was the case in December." That is incorrect, we specifically shared at the original meeting in December that we had received another bid in May but passed on it due to costRegardless, where does that leave me as a consumer? Forced to pay for a product when I don't understand the cost and have no other choices?")and Mr [redacted] told me(asked if it was possible)to go back to our vendors and ask them to sharpen their pencilsI did this work with out charging Mr [redacted] , however a second go round in this arena we would normally charge another $but we have not yet charged for the additional workMy vendors refused to sharpen their pencils sensing that the difficulty of this job would not be something they could do for a lower figure(How would a vendor sense difficulty? By simply having a customer asking if there was any place to save money? What then would stop them from overcharging? Especially, as I wasn't privy to the vendor's cost sheetMost builders are transparent and supply a cost sheetIt felt like they were hiding something, Interestingly, the Wolfords communicated to me that they in fact found a way to save $20,on the foundation during this two week pencil sharpening process though we never saw a second cost sheet.)(I believe additional background is necessary as we left our initial cost analysis meeting all smiles, on fine terms and all agreeing that we would work together to get this to a price that our bank would be willing to finance through a combination of compromises by the [redacted] s and potential cost savings by her vendorsIn fact, **Wolford ended the meeting with a very friendly and positive declaration that she understood exactly where we were coming from and would do all she could to create a cost plan that we would love and could affordMusic to our earsI didn't hear from them for days and then not hours before the scheduled meeting which included our designer and architect we receive the below email - not a call - informing us that they were no longer interested in our projectWe were of course shocked as we were excited to continue to work through the estimating process with the Wolfords to arrive at a mutual beneficial estimate.) It is always our policy at Wolford Building to do what is best for the clientAfter doing our due diligence it was obvious that in the best interest of Mr [redacted] was to return him to his preferred builder as that was a much better fit for him(I'm not sure where the notion that the previous quote we received was our preferred builder, we plainly stated to [redacted] and [redacted] at our initial meeting that we had received a quote in May of 'and we could not afford it.) On [redacted] I sent him this correspondence: Dear ***, Thank you so much for allowing us to estimate your addition/remodel projectWe have revisited the numbers on this jobAfter this in depth recalculation my recommendation for you is to go with the other builder you had mentionedThe items that they included in their estimate for you is overwhelmingly in your favor and nothing we can even get close toMost reputable high end builders can finance part of the project for you and make it possible for you to get everything on your wish list rather than spending countless hours and $ to redo the planWe sure do appreciate the time you spent with us and of sharing your vision with usI am sure it will be spectacularSincerely, [redacted] Wolford Built Homes Mr [redacted] expressed his concern with this suggestion and began an obsessive phone call campaign that became harassing (I called perhaps times over the course of a hour period as no one was answering the phoneAfter having spent $2,but more importantly 4+ months with the Wolfords I thought it made sense to actually have a phone call to discuss her suggestion as opposed to simply sending an email)I asked him what he would like me to doHe replied that we could not work together and wanted his $retainer back (Incorrect, I said that ideally we would meet as planned and continue to work together to understand the pricing and together we would come to a price we could afford and the bank would approveBut after how I was treated on the phone by her husband it was clear that was unfortunately no longer possible.) After reviewing all the work that had gone into compiling Mr [redacted] ’s estimates and the value of the drawings we produced and the investment that we have made on Mr [redacted] ’s behalf, giving him anything more is just not an option for usI am including the communication I sent Mr [redacted] No One “hung up” on Mr [redacted] (This is absolutely incorrect, [redacted] Wolford the owner of the company in response to a simple request to understand why they were not interested in continuing to work with us slammed down the phone after stating "I've wasted enough time on you and your project!") He became obsessive and called over times from multiple phone numbers including a “work number” where he is no longer employed(after speaking with [redacted] hours after receiving her email I never called againAs stated above I perhaps called times from two numbers including from my office phoneNo idea why "work number" is in quotesYes, I've accepted a job promotion, not sure how that is relevant other than an attempt to impinge my characterThe suggestion that I called times is ludicrousI'll happily pull phone records.)I have blocked his phone calls and text messages but have saved them I have had to employ an attorney to deal with his stalking behavior and threatening phone calls and emailsWe have asked Mr [redacted] to stop this behavior through our attorney: [redacted] [redacted] (I'm glad [redacted] saved the emails, as have I, stalking and threatening behavior is slanderous and untrueI have the emails to prove itI was professional and cooperativeThis is simply theater as a defense mechanism for her firms poor handling of the situationHer defensiveness is further evidenced by her decision to retain a lawyer whose first move was to write my wife and I a threatening letter) It is our policy to make clients aware of what they may be getting into and the purpose for a ballpark price is to give them an ideaIt is in no way a promise and we have no way of knowing the costs on custom projects such as these with out spending time for which we charge a nonrefundable fee of $(I never would have provided a $2,deposit other than based on the estimate I received stating that based on their experience and expertise they estimated the job could be completed for between $290,and $305, In the context of a lack of transparency, an unwillingness to have transparency, and being over 63% over the cost estimate the process feels like a bait and switch I understand people are entitled to be paid for their time, but we planned to work with WBH in good faith to complete this project WBH unwillingness to work with us, makes us feel we are entitled to a refund or partial refund If the project was over budget and was something we couldn’t afford, then I would happily give my $to WBHWe were not given the opportunity to see if we could get the project into more economical range.) The preconstruction/confidentiality agreement with Mr [redacted] states: Both parties agree that construction (according to plans) will be built by WBR for the home of [redacted] and [redacted] [redacted] , located at [redacted] Builder agrees to gather all information necessary for construction and present these costs to the client for approvalWBR charges a $2,non-refundable depositThis non-refundable deposit will be used as a credit towards your project totalBoth parties agree that the confidential information shall be used for the sole purpose of evaluating the relationship with each other in relation to the property at the above stated addressWe presented the cost to the client for construction and they refused to pay itIt clearly states that the deposit is non refundableIt also states that the funds will be applied to the project totalSo far we have exceeded this amount in design fees alone (please ask **Wolford if as of 5/8/she had paid her designer for his time) plus over man hoursMr [redacted] has also ignored the confidentiality agreement for which we will also be seeking a legal remedy(I'd like to understand more about how I've allegedly ignored the confidentiality agreementFurther, I never received a signed copy of the contractI'm disappointed were at the point of threatening legal actionAs I calmly and collaboratively articulated to [redacted] on the one opportunity I had to speak with her on the phone, I'm interested in an amicable solutionIn summary, from our perspective, we hired a builder based on a price estimate, they delivered an estimate far exceeding our clearly stated budget or ability to borrow, and when we asked to work together to help us afford the project they sent an email note resigning the projectWe had then lost not only $2,but 4+ months of timeThey fired us, hence I think it's fair per the first line of the agreement that they should refund our deposit.) I am proud of the work and reputation that Wolford has earned throughout our years in businessWe make every effort to settle issues and truly care about doing the very best for our clientsThis is not a person that anyone can make happy (characterization) and I am no longer willing to subject myself, my valued employees and my talented subcontractors to what has become a volatile situation (characterization, untrue and inflammatory).(Given how they care about doing the very best for our clients, I would have hoped they would have delivered the news that they were backing out of their contract in person and we could have discussed a resolution calmly and in good faithThe tone of the above letter is aggressive and combative - nasty for lack of a better wordI'm disappointed that it's come to this and we're all spending valuable time, effort - and threatening legal action - dealing with an unfortunate situationWe stand by our original claim and are open to taking steps to resolving the issue.) Thank you for your help with resolving this issueI can be reached at [redacted] Should you have any questions Sincerely, [redacted] Managing Partner at Wolford Built Homes Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below.? have fully read the customer’s statement of the problem which is inaccurate? (I have read over Ms [redacted] ? response and unfortunately it contains multiple inaccuracies, inflammatory language and mischaracterizationsI wish this could have been resolved prior to your involvement, thanks for your mediationI regret that this has devolved from a disagreement over a remodeling project to personal attacksWe sincerely hope for a resolution satisfactory to all.).Mr [redacted] was seeking a builder that could perform an extremely complicated? (this is honestly the first I've heard our project referred to as an extremely complicated addition)remodel/addition on an older home in the HighlandsPrior to contracting with a client we give them an approximate guess on what we think their job might costThis is in no way a “for sure“ estimate but rather to let the client know the kind of investment they would have to entertainOur remodeling manager, [redacted] met with the [redacted] ’s? (as did owner [redacted] Wolford)? and based on the plans and their statements at that time we guessed that the job would cost in the $300’sWe NEVER give an exact bid and only if paid do we move forward with a bid.(This is inaccurate, I was told via phone by [redacted] after having nearly two weeks to review our specific and detailed plans drawn by a local architect that they estimated the job would likely cost between $290,and $305,for everything we wantedIt was based on this knowledge that we proceeded with hiring Wolford and providing them with a deposit of $2,Had the reality been as described as above we would have gone with one of the other builders that were very excited to take on our project and did not charge a fee or deposit to do a fully-transparent line-item estimate)We also never tell a client that it will be within % or % or 30%That is just not how we do business and it is for a client to add items to the original plan.? (We were told by [redacted] that typically ballpark estimates are within plus or minus 10-20%, though there were no guaranteesWe understand the concept of an estimateOur hope was that based on their years of building home they would provide a reasonably accurate estimate.)The only way to know the true costs is to spend time and money to bid out the job exactly which is why we charge a retainer of $Mr [redacted] also provided plans from an architect and told us the architect told him that this job should cost around $300,and that he had the plans drawn to meet that budgetWe set forth on this journey with Mr[redacted] in good faith.? (Correct)We spent months working on exact bids which included a vendor day at Mr [redacted] ’s houseAt the vendor day Mr [redacted] spoke to each of the subcontractors to make sure that they understood that he expected the best in choices and finishes for the lowest price possible.(Correct)He also had several meetings and conversations with our kitchen designer and added many items that would take this far over the original guess of “in the 300’s”.(Again, it was an estimate of between $290,and $305,000, not in the "300's." We told the kitchen designer that we had a very specific budget we were approved for but better to start with what we wanted and then work to make compromises based on priceThe kitchen designer was only a small part of the overall price discrepancyWe also were very specific in the initial meeting with [redacted] and [redacted] describing what we were looking for in a kitchenIt was our understanding that this was included in the $- $estimate).? After months of due diligence we met with the [redacted] s and presented our cost analysis to themWe proposed a conservative version of their plan for approximately $390k.? (The price was $399,This price was based on making multiple compromises (including a shingle roof, no second floor bonus room and a standard cabinet allowance - not the designer kitchen as described above) on the design, the full price was actually $482,000)At that time we suggested a few ides to bring the cost down which the [redacted] ’s refused to entertain.? (They made a single suggestion of a manufactured fireplace solution that would have saved perhaps $9,We had spoken extensively about the fireplace with [redacted] prior to the meeting and all parties knew that of the dozens of line-items in the estimate, this was one place we would prefer not to compromise.? We also asked for more transparency in the bidding processThe cost analysis only included line items, there wasn’t any explanation or supporting documentation.? For example, a line item cost of $12,for dumpsters?"how many dumpster did this include or $16,for a shingle roof, what is the square footage of the roof? I do not think it is unreasonable to have more detail presented on a project of this scale.)? He also shared with us that we were not his first choice in builders and brought with him a quote that was similar to ours but included a higher scope of work? (We had received a quote from another builder during May of for the exact same scope-of-workI'm not sure how this is relevant, but I brought the quote which was very detailed to put into context vsthe WolfordsI was simply trying to be an educated consumerI'm not sure the Wolfords are interested in having an educated consumer as there was no transparency in the quote and a line from a subsequent email that stated:? "We do not compete with other builders for jobs and wish we had known that this was the case in December." That is incorrect, we specifically shared at the original meeting in December that we had received another bid in May but passed on it due to costRegardless, where does that leave me as a consumer? Forced to pay for a product when I don't understand the cost and have no other choices?")and ? Mr [redacted] told me(asked if it was possible)to go back to our vendors and ask them to sharpen their pencils.? I did this work with out charging Mr [redacted] , however a second go round in this arena we would normally charge another $but we have not yet charged for the additional workMy vendors refused to sharpen their pencils sensing that the difficulty of this job would not be something they could do for a lower figure.? (How would a vendor sense difficulty? By simply having a customer asking if there was any place to save money? What then would stop them from overcharging? Especially, as I wasn't privy to the vendor's cost sheetMost builders are transparent and supply a cost sheetIt felt like they were hiding something, Interestingly, the? Wolfords communicated to me that they in fact found a way to save $20,on the foundation during this two week pencil sharpening process though we never saw a second cost sheet.)(I believe additional background is necessary as we left our initial cost analysis meeting all smiles, on fine terms and all agreeing that we would work together to get this to a price that our bank would be willing to finance through a combination of compromises by the [redacted] s and potential cost savings by her vendorsIn fact, **Wolford ended the meeting with a very friendly and positive declaration that she understood exactly where we were coming from and would do all she could to create a cost plan that we would love and could affordMusic to our earsI didn't hear from them for days and then not hours before the scheduled meeting which included our designer and architect we receive the below email - not a call - informing us that they were no longer interested in our projectWe were of course shocked as we were excited to continue to work through the estimating process with the Wolfords to arrive at a mutual beneficial estimate.) It is always our policy at Wolford Building to do what is best for the clientAfter doing our due diligence it was obvious that in the best interest of Mr [redacted] was to return him to his ? preferred builder as that was a much better fit for him.? (I'm not sure where the notion that the previous quote we received was our preferred builder, we plainly stated to [redacted] and [redacted] at our initial meeting that we had received a quote in May of 'and we could not afford it.)? On [redacted] I sent him this correspondence: Dear ***, Thank you so much for allowing us to estimate your addition/remodel projectWe have revisited the numbers on this jobAfter this in depth recalculation my recommendation for you is to go with the other builder you had mentionedThe items that they included in their estimate for you is overwhelmingly in your favor and nothing we can even get close toMost reputable high end builders can finance part of the project for you and make it possible for you to get everything on your wish list rather than spending countless hours and $ to redo the planWe sure do appreciate the time you spent with us and of sharing your vision with usI am sure it will be spectacularSincerely, [redacted] Wolford Built Homes Mr [redacted] expressed his concern with this suggestion and began an obsessive phone call campaign that became harassing? (I called perhaps times over the course of a hour period as no one was answering the phoneAfter having spent $2,but more importantly 4+ months with the Wolfords I thought it made sense to actually have a phone call to discuss her suggestion as opposed to simply sending an email).? I asked him what he would like me to doHe replied that we could not work together and wanted his $retainer back? (Incorrect, I said that ideally we would meet as planned and continue to work together to understand the pricing and together we would come to a price we could afford and the bank would approveBut after how I was treated on the phone by her husband it was clear that was unfortunately no longer possible.)? After reviewing all the work that had gone into compiling Mr [redacted] ’s estimates and the value of the drawings we produced and the investment that we have made on Mr [redacted] ’s behalf, giving him anything more is just not an option for us.? I am including the communication I sent Mr [redacted] No One “hung up” on Mr [redacted] .? (This is absolutely ? incorrect, [redacted] Wolford the owner of the company in response to a simple request to understand why they were not interested in continuing to work with us slammed down the phone after stating ? "I've wasted enough time on you and your project!")? He became obsessive and called over times from multiple phone numbers including a “work number” where he is no longer employed.? (after speaking with [redacted] hours after receiving her email I never called againAs stated above I perhaps called times from two numbers including from my office phoneNo idea why "work number" is in quotesYes, I've accepted a job promotion, not sure how that is relevant other than an attempt to impinge my characterThe suggestion that I called times is ludicrousI'll happily pull phone records.)I have blocked his phone calls and text messages but have saved them I have had to employ an attorney to deal with his stalking behavior and threatening phone calls and emailsWe have asked Mr [redacted] to stop this behavior through our attorney: [redacted] ? [redacted] ? (I'm glad [redacted] saved the emails, as have I, stalking and threatening behavior is slanderous and untrueI have the emails to prove itI was professional and cooperativeThis is simply theater as a defense mechanism for her firms poor handling of the situationHer defensiveness is further evidenced by her decision to retain a lawyer whose first move was to write my wife and I a threatening letter).? It is our policy to make clients aware of what they may be getting into and the purpose for a ballpark price is to give them an ideaIt is in no way a promise and we have no way of knowing the costs on custom projects such as these with out spending time for which we charge a nonrefundable fee of $2500? (I never would have provided a $2,deposit other than based on the estimate I received stating that based on their experience and expertise they estimated the job could be completed for between $290,and $305,? In the context of a lack of transparency, an unwillingness to have transparency, and being over 63% over the cost estimate the process feels like a bait and switch.? I understand people are entitled to be paid for their time, but we planned to work with WBH in good faith to complete this project.? WBH unwillingness to work with us, makes us feel we are entitled to a refund or partial refund.? If the project was over budget and was something we couldn’t afford, then I would happily give my $to WBHWe were not given the opportunity to see if we could get the project into more economical range.) The preconstruction/confidentiality agreement with Mr [redacted] states: Both parties agree that construction (according to plans) will be built by WBR for the? home of [redacted] and [redacted] ? [redacted] , located at [redacted] Builder agrees to gather all information necessary for construction and present these? costs to the client for approvalWBR charges a $2,non-refundable depositThis non-refundable deposit will be? used as a credit towards your project totalBoth parties agree that the confidential information shall be used for the sole purpose? of evaluating the relationship with each other in relation to the property at the above? stated address We presented the cost to the client for construction and they refused to pay itIt clearly states that the deposit is non refundableIt also states that the funds will be applied to the project totalSo far we have exceeded this amount in design fees alone (please ask **Wolford if as of 5/8/she had paid her designer for his time) plus over man hoursMr [redacted] has also ignored the confidentiality agreement for which we will also be seeking a legal remedy.? (I'd like to understand more about how I've allegedly ignored the confidentiality agreementFurther, I never received a signed copy of the contractI'm disappointed were at the point of threatening legal actionAs I calmly and collaboratively articulated to [redacted] on the one opportunity I had to speak with her on the phone, I'm interested in an amicable solutionIn summary, from our perspective, we hired a builder based on a price estimate, they delivered an estimate far exceeding our clearly stated budget or ability to borrow, and when we asked to work together to help us afford the project they sent an email note resigning the projectWe had then lost not only $2,but 4+ months of timeThey fired us, hence I think it's fair per the first line of the agreement that they should refund our deposit.) I am proud of the work and reputation that Wolford has earned throughout our years in businessWe make every effort to settle issues and truly care about doing the very best for our clientsThis is not a person that anyone can make happy? (characterization)? and I am no longer willing to subject myself, my valued employees and my talented subcontractors to what has become a volatile situation? (characterization, untrue and inflammatory).(Given how they care about doing the very best for our clients, I would have hoped they would have delivered the news that they were backing out of their contract in person and we could have discussed a resolution calmly and in good faithThe tone of the above letter is aggressive and combative - nasty for lack of a better wordI'm disappointed that it's come to this and we're all spending valuable time, effort - and threatening legal action - ? dealing with an unfortunate situationWe stand by our original claim and are open to taking steps to resolving the issue.) Thank you for your help with resolving this issueI can be reached at [redacted] Should you have any questions Sincerely, [redacted] ? Managing Partner at Wolford Built Homes Regards, [redacted]

This is the documentation pertaining to the [redacted] complaint against Wolford Building and RemodelingThe attachment above is an invoice for his cabinet design and layout done in CADIn response to Mr [redacted] 's rebuttle, we would like to affirm that our position remains the same as our initial statement

This is the documentation pertaining to the *** *** complaint against Wolford Building and RemodelingThe attachment above is an invoice for his cabinet design and layout done in CAD. In response to Mr***'s rebuttle, we would like to affirm that our position remains the same as our initial statement

Wolford Built HomesPO Box 767Prospect, KY 40059I have received your letter of 4/27/in regards to complaint number *** made by *** ***.I have fully read the customer’s statement of the problem which is inaccurateMr*** was seeking a builder that could perform an extremely
complicated remodel/addition on an older home in the HighlandsPrior to contracting with a client we give them an approximate guess on what we think their job might costThis is in no way a “for sure “ estimate but rather to let the client know the kind of investment they would have to entertainOur remodeling manager, *** *** met with the ***’s and based on the plans and their statements at that time we guessed that the job would cost in the $300’sWe NEVER give an exact bid and only if paid do we move forward with a bidWe also never tell a client that it will be within % or % or 30%That is just not how we do business and it is for a client to add items to the original planThe only way to know the true costs is to spend time and money to bid out the job exactly which is why we charge a retainer of $Mr *** also provided plans from an architect and told us the architect told him that this job should cost around $300,and that he had the plans drawn to meet that budgetWe set forth on this journey with Mr.*** in good faithWe spent months working on exact bids which included a vendor day at Mr***’s houseAt the vendor day Mr*** spoke to each of the subcontractors to make sure that they understood that he expected the best in choices and finishes for the lowest price possibleHe also had several meetings and conversations with our kitchen designer and added many items that would take this far over the original guess of “in the 300’s”.After months of due diligence we met with the ***s and presented our cost analysis to themWe proposed a conservative version of their plan for approximately $390kAt that time we suggested a few ides to bring the cost down which the ***’s refused to entertainHe also shared with us that we were not his first choice in builders and brought with him a quote that was similar to ours but included a higher scope of workMr*** told me to go back to our vendors and ask them to sharpen their pencilsI did this work with out charging Mr***, however a second go round in this arena we would normally charge another $but we have not yet charged for the additional workMy vendors refused to sharpen their pencils sensing that the difficulty of this job would not be something they could do for a lower figure.It is always our policy at Wolford Building to do what is best for the clientAfter doing our due diligence it was obvious that in the best interest of Mr*** was to return him to his preferred builder as that was a much better fit for him. On *** I sent him this correspondence:Dear ***,Thank you so much for allowing us to estimate your addition/remodel projectWe have revisited the numbers on this jobAfter this in depth recalculation my recommendation for you is to go with the other builder you had mentionedThe items that they included in their estimate for you is overwhelmingly in your favor and nothing we can even get close toMost reputable high end builders can finance part of the project for you and make it possible for you to get everything on your wish list rather than spending countless hours and $ to redo the plan.We sure do appreciate the time you spent with us and of sharing your vision with usI am sure it will be spectacular.Sincerely,*** ***Wolford Built HomesMr*** expressed his concern with this suggestion and began an obsessive phone call campaign that became harassingI asked him what he would like me to doHe replied that we could not work together and wanted his $retainer back. After reviewing all the work that had gone into compiling Mr***’s estimates and the value of the drawings we produced and the investment that we have made on Mr***’s behalf, giving him anything more is just not an option for us.I am including the communication I sent Mr***No One “hung up” on Mr***He became obsessive and called over times from multiple phone numbers including a “work number” where he is no longer employedI have blocked his phone calls and text messages but have saved them I have had to employ an attorney to deal with his stalking behavior and threatening phone calls and emailsWe have asked Mr*** to stop this behavior through our attorney: *** *** ***@***.comIt is our policy to make clients aware of what they may be getting into and the purpose for a ballpark price is to give them an ideaIt is in no way a promise and we have no way of knowing the costs on custom projects such as these with out spending time for which we charge a nonrefundable fee of $2500The preconstruction/confidentiality agreement with Mr*** states:Both parties agree that construction (according to plans) will be built by WBR for the home of *** and Taylor ***, located at *** ***Builder agrees to gather all information necessary for construction and present these costs to the client for approvalWBR charges a $2,non-refundable depositThis non-refundable deposit will be used as a credit towards your project totalBoth parties agree that the confidential information shall be used for the sole purpose of evaluating the relationship with each other in relation to the property at the above stated address.We presented the cost to the client for construction and they refused to pay itIt clearly states that the deposit is non refundableIt also states that the funds will be applied to the project totalSo far we have exceeded this amount in design fees alone plus over man hoursMr*** has also ignored the confidentiality agreement for which we will also be seeking a legal remedy.I am proud of the work and reputation that Wolford has earned throughout our years in businessWe make every effort to settle issues and truly care about doing the very best for our clientsThis is not a person that anyone can make happy and I am no longer willing to subject myself, my valued employees and my talented subcontractors to what has become a volatile situation.Thank you for your help with resolving this issueI can be reached at 502-***Should you have any questions. Sincerely,*** *** Managing Partner at Wolford Built Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below.? have fully read the customer’s statement of the problem which is inaccurate? (I have read over Ms***? response and unfortunately it contains multiple inaccuracies, inflammatory language and mischaracterizationsI wish this could have been resolved prior to your involvement, thanks for your mediationI regret that this has devolved from a disagreement over a remodeling project to personal attacksWe sincerely hope for a resolution satisfactory to all.).Mr*** was seeking a builder that could perform an extremely complicated? (this is honestly the first I've heard our project referred to as an extremely complicated addition)remodel/addition on an older home in the HighlandsPrior to contracting with a client we give them an approximate guess on what we think their job might costThis is in no way a “for sure“ estimate but rather to let the client know the kind of investment they would have to entertainOur remodeling manager, *** *** met with the ***’s? (as did owner *** Wolford)? and based on the plans and their statements at that time we guessed that the job would cost in the $300’sWe NEVER give an exact bid and only if paid do we move forward with a bid.(This is inaccurate, I was told via phone by *** *** after having nearly two weeks to review our specific and detailed plans drawn by a local architect that they estimated the job would likely cost between $290,and $305,for everything we wantedIt was based on this knowledge that we proceeded with hiring Wolford and providing them with a deposit of $2,Had the reality been as described as above we would have gone with one of the other builders that were very excited to take on our project and did not charge a fee or deposit to do a fully-transparent line-item estimate)We also never tell a client that it will be within % or % or 30%That is just not how we do business and it is for a client to add items to the original plan.? (We were told by *** that typically ballpark estimates are within plus or minus 10-20%, though there were no guaranteesWe understand the concept of an estimateOur hope was that based on their years of building home they would provide a reasonably accurate estimate.)The only way to know the true costs is to spend time and money to bid out the job exactly which is why we charge a retainer of $Mr *** also provided plans from an architect and told us the architect told him that this job should cost around $300,and that he had the plans drawn to meet that budgetWe set forth on this journey with Mr.*** in good faith.? (Correct)We spent months working on exact bids which included a vendor day at Mr***’s houseAt the vendor day Mr*** spoke to each of the subcontractors to make sure that they understood that he expected the best in choices and finishes for the lowest price possible.(Correct)He also had several meetings and conversations with our kitchen designer and added many items that would take this far over the original guess of “in the 300’s”.(Again, it was an estimate of between $290,and $305,000, not in the "300's." We told the kitchen designer that we had a very specific budget we were approved for but better to start with what we wanted and then work to make compromises based on priceThe kitchen designer was only a small part of the overall price discrepancyWe also were very specific in the initial meeting with *** and *** describing what we were looking for in a kitchenIt was our understanding that this was included in the $- $estimate).? After months of due diligence we met with the ***s and presented our cost analysis to themWe proposed a conservative version of their plan for approximately $390k.? (The price was $399,This price was based on making multiple compromises (including a shingle roof, no second floor bonus room and a standard cabinet allowance - not the designer kitchen as described above) on the design, the full price was actually $482,000)At that time we suggested a few ides to bring the cost down which the ***’s refused to entertain.? (They made a single suggestion of a manufactured fireplace solution that would have saved perhaps $9,We had spoken extensively about the fireplace with *** prior to the meeting and all parties knew that of the dozens of line-items in the estimate, this was one place we would prefer not to compromise.? We also asked for more transparency in the bidding processThe cost analysis only included line items, there wasn’t any explanation or supporting documentation.? For example, a line item cost of $12,for dumpsters??"how many dumpster did this include or $16,for a shingle roof, what is the square footage of the roof? I do not think it is unreasonable to have more detail presented on a project of this scale.)? He also shared with us that we were not his first choice in builders and brought with him a quote that was similar to ours but included a higher scope of work? (We had received a quote from another builder during May of for the exact same scope-of-workI'm not sure how this is relevant, but I brought the quote which was very detailed to put into context vsthe WolfordsI was simply trying to be an educated consumerI'm not sure the Wolfords are interested in having an educated consumer as there was no transparency in the quote and a line from a subsequent email that stated:? "We do not compete with other builders for jobs and wish we had known that this was the case in December." That is incorrect, we specifically shared at the original meeting in December that we had received another bid in May but passed on it due to costRegardless, where does that leave me as a consumer? Forced to pay for a product when I don't understand the cost and have no other choices?")and ? Mr*** told me(asked if it was possible)to go back to our vendors and ask them to sharpen their pencils.? I did this work with out charging Mr***, however a second go round in this arena we would normally charge another $but we have not yet charged for the additional workMy vendors refused to sharpen their pencils sensing that the difficulty of this job would not be something they could do for a lower figure.? (How would a vendor sense difficulty? By simply having a customer asking if there was any place to save money? What then would stop them from overcharging? Especially, as I wasn't privy to the vendor's cost sheetMost builders are transparent and supply a cost sheetIt felt like they were hiding something, Interestingly, the? Wolfords communicated to me that they in fact found a way to save $20,on the foundation during this two week pencil sharpening process though we never saw a second cost sheet.)(I believe additional background is necessary as we left our initial cost analysis meeting all smiles, on fine terms and all agreeing that we would work together to get this to a price that our bank would be willing to finance through a combination of compromises by the ***s and potential cost savings by her vendorsIn fact, **Wolford ended the meeting with a very friendly and positive declaration that she understood exactly where we were coming from and would do all she could to create a cost plan that we would love and could affordMusic to our earsI didn't hear from them for days and then not hours before the scheduled meeting which included our designer and architect we receive the below email - not a call - informing us that they were no longer interested in our projectWe were of course shocked as we were excited to continue to work through the estimating process with the Wolfords to arrive at a mutual beneficial estimate.) It is always our policy at Wolford Building to do what is best for the clientAfter doing our due diligence it was obvious that in the best interest of Mr*** was to return him to his ? preferred builder as that was a much better fit for him.? (I'm not sure where the notion that the previous quote we received was our preferred builder, we plainly stated to *** and *** at our initial meeting that we had received a quote in May of 'and we could not afford it.)? On *** I sent him this correspondence: Dear ***, Thank you so much for allowing us to estimate your addition/remodel projectWe have revisited the numbers on this jobAfter this in depth recalculation my recommendation for you is to go with the other builder you had mentionedThe items that they included in their estimate for you is overwhelmingly in your favor and nothing we can even get close toMost reputable high end builders can finance part of the project for you and make it possible for you to get everything on your wish list rather than spending countless hours and $ to redo the planWe sure do appreciate the time you spent with us and of sharing your vision with usI am sure it will be spectacularSincerely, *** *** Wolford Built Homes Mr*** expressed his concern with this suggestion and began an obsessive phone call campaign that became harassing? (I called perhaps times over the course of a hour period as no one was answering the phoneAfter having spent $2,but more importantly 4+ months with the Wolfords I thought it made sense to actually have a phone call to discuss her suggestion as opposed to simply sending an email).? I asked him what he would like me to doHe replied that we could not work together and wanted his $retainer back? (Incorrect, I said that ideally we would meet as planned and continue to work together to understand the pricing and together we would come to a price we could afford and the bank would approveBut after how I was treated on the phone by her husband it was clear that was unfortunately no longer possible.)? After reviewing all the work that had gone into compiling Mr***’s estimates and the value of the drawings we produced and the investment that we have made on Mr***’s behalf, giving him anything more is just not an option for us.? I am including the communication I sent Mr***No One “hung up” on Mr***.? (This is absolutely ? incorrect, *** Wolford the owner of the company in response to a simple request to understand why they were not interested in continuing to work with us slammed down the phone after stating ? "I've wasted enough time on you and your project!")? He became obsessive and called over times from multiple phone numbers including a “work number” where he is no longer employed.? (after speaking with *** hours after receiving her email I never called againAs stated above I perhaps called times from two numbers including from my office phoneNo idea why "work number" is in quotesYes, I've accepted a job promotion, not sure how that is relevant other than an attempt to impinge my characterThe suggestion that I called times is ludicrousI'll happily pull phone records.)I have blocked his phone calls and text messages but have saved them I have had to employ an attorney to deal with his stalking behavior and threatening phone calls and emailsWe have asked Mr*** to stop this behavior through our attorney: *** *** ? ***? (I'm glad *** saved the emails, as have I, stalking and threatening behavior is slanderous and untrueI have the emails to prove itI was professional and cooperativeThis is simply theater as a defense mechanism for her firms poor handling of the situationHer defensiveness is further evidenced by her decision to retain a lawyer whose first move was to write my wife and I a threatening letter).? It is our policy to make clients aware of what they may be getting into and the purpose for a ballpark price is to give them an ideaIt is in no way a promise and we have no way of knowing the costs on custom projects such as these with out spending time for which we charge a nonrefundable fee of $2500? (I never would have provided a $2,deposit other than based on the estimate I received stating that based on their experience and expertise they estimated the job could be completed for between $290,and $305,? In the context of a lack of transparency, an unwillingness to have transparency, and being over 63% over the cost estimate the process feels like a bait and switch.? I understand people are entitled to be paid for their time, but we planned to work with WBH in good faith to complete this project.? WBH unwillingness to work with us, makes us feel we are entitled to a refund or partial refund.? If the project was over budget and was something we couldn’t afford, then I would happily give my $to WBHWe were not given the opportunity to see if we could get the project into more economical range.) The preconstruction/confidentiality agreement with Mr*** states: Both parties agree that construction (according to plans) will be built by WBR for the? home of *** and ***? ***, located at *** ***Builder agrees to gather all information necessary for construction and present these? costs to the client for approvalWBR charges a $2,non-refundable depositThis non-refundable deposit will be? used as a credit towards your project totalBoth parties agree that the confidential information shall be used for the sole purpose? of evaluating the relationship with each other in relation to the property at the above? stated address We presented the cost to the client for construction and they refused to pay itIt clearly states that the deposit is non refundableIt also states that the funds will be applied to the project totalSo far we have exceeded this amount in design fees alone (please ask **Wolford if as of 5/8/she had paid her designer for his time) plus over man hoursMr*** has also ignored the confidentiality agreement for which we will also be seeking a legal remedy.? (I'd like to understand more about how I've allegedly ignored the confidentiality agreementFurther, I never received a signed copy of the contractI'm disappointed were at the point of threatening legal actionAs I calmly and collaboratively articulated to *** on the one opportunity I had to speak with her on the phone, I'm interested in an amicable solutionIn summary, from our perspective, we hired a builder based on a price estimate, they delivered an estimate far exceeding our clearly stated budget or ability to borrow, and when we asked to work together to help us afford the project they sent an email note resigning the projectWe had then lost not only $2,but 4+ months of timeThey fired us, hence I think it's fair per the first line of the agreement that they should refund our deposit.) I am proud of the work and reputation that Wolford has earned throughout our years in businessWe make every effort to settle issues and truly care about doing the very best for our clientsThis is not a person that anyone can make happy? (characterization)? and I am no longer willing to subject myself, my valued employees and my talented subcontractors to what has become a volatile situation? (characterization, untrue and inflammatory).(Given how they care about doing the very best for our clients, I would have hoped they would have delivered the news that they were backing out of their contract in person and we could have discussed a resolution calmly and in good faithThe tone of the above letter is aggressive and combative - nasty for lack of a better wordI'm disappointed that it's come to this and we're all spending valuable time, effort - and threatening legal action - ? dealing with an unfortunate situationWe stand by our original claim and are open to taking steps to resolving the issue.) Thank you for your help with resolving this issueI can be reached at *** Should you have any questions Sincerely, *** ***? Managing Partner at Wolford Built Homes
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. have fully read the customer’s statement of the problem which is inaccurate (I have read over Ms. [redacted] response and unfortunately it contains multiple inaccuracies, inflammatory language and mischaracterizations. I wish this could have been resolved prior to your involvement, thanks for your mediation. I regret that this has devolved from a disagreement over a remodeling project to personal attacks. We sincerely hope for a resolution satisfactory to all.).Mr. [redacted] was seeking a builder that could perform an extremely complicated (this is honestly the first I've heard our project referred to as an extremely complicated addition)remodel/addition on an older home in the Highlands. Prior to contracting with a client we give them an approximate guess on what we think their job might cost. This is in no way a “for sure“ estimate but rather to let the client know the kind of investment they would have to entertain. Our remodeling manager, [redacted] met with the [redacted]’s (as did owner [redacted] Wolford) and based on the plans and their statements at that time we guessed that the job would cost in the $300’s. We NEVER give an exact bid and only if paid do we move forward with a bid.(This is inaccurate, I was told via phone by [redacted] after having nearly two weeks to review our specific and detailed plans drawn by a local architect that they estimated the job would likely cost between $290,000 and $305,000 for everything we wanted. It was based on this knowledge that we proceeded with hiring Wolford and providing them with a deposit of $2,500. Had the reality been as described as above we would have gone with one of the other builders that were very excited to take on our project and did not charge a fee or deposit to do a fully-transparent line-item estimate)We also never tell a client that it will be within 10 % or 20 % or 30%. That is just not how we do business and it is normal for a client to add items to the original plan. (We were told by [redacted] that typically ballpark estimates are within plus or minus 10-20%, though there were no guarantees. We understand the concept of an estimate. Our hope was that based on their years of building home they would provide a reasonably accurate estimate.)The only way to know the true costs is to spend time and money to bid out the job exactly which is why we charge a retainer of $2500. Mr [redacted] also provided plans from an architect and told us the architect told him that this job should cost around $300,000 and that he had the plans drawn to meet that budget. We set forth on this journey with Mr.[redacted] in good faith. (Correct)We spent 2 months working on exact bids which included a vendor day at Mr. [redacted]’s house. At the vendor day Mr. [redacted] spoke to each of the subcontractors to make sure that they understood that he expected the best in choices and finishes for the lowest price possible.(Correct)He also had several meetings and conversations with our kitchen designer and added many items that would take this far over the original guess of “in the 300’s”.(Again, it was an estimate of between $290,000 and $305,000, not in the "300's." We told the kitchen designer that we had a very specific budget we were approved for but better to start with what we wanted and then work to make compromises based on price. The kitchen designer was only a small part of the overall price discrepancy. We also were very specific in the initial meeting with [redacted] and [redacted] describing what we were looking for in a kitchen. It was our understanding that this was included in the $290 - $305 estimate).  After 2 months of due diligence we met with the [redacted]s and presented our cost analysis to them. We proposed a conservative version of their plan for approximately $390k. (The price was $399,900. This price was based on making multiple compromises (including a shingle roof, no second floor bonus room and a standard cabinet allowance - not the designer kitchen as described above) on the design, the full price was actually $482,000)At that time we suggested a few ides to bring the cost down which the [redacted]’s refused to entertain. (They made a single suggestion of a manufactured fireplace solution that would have saved perhaps $9,000. We had spoken extensively about the fireplace with [redacted] prior to the meeting and all parties knew that of the dozens of line-items in the estimate, this was one place we would prefer not to compromise. We also asked for more transparency in the bidding process. The cost analysis only included line items, there wasn’t any explanation or supporting documentation.  For example, a line item cost of $12,000 for dumpsters—how many dumpster did this include or $16,000 for a shingle roof, what is the square footage of the roof? I do not think it is unreasonable to have more detail presented on a project of this scale.) He also shared with us that we were not his first choice in builders and brought with him a quote that was similar to ours but included a higher scope of work (We had received a quote from another builder during May of 2016 for the exact same scope-of-work. I'm not sure how this is relevant, but I brought the quote which was very detailed to put into context vs. the Wolfords. I was simply trying to be an educated consumer. I'm not sure the Wolfords are interested in having an educated consumer as there was no transparency in the quote and a line from a subsequent email that stated: "We do not compete with other builders for jobs and wish we had known that this was the case in December." That is incorrect, we specifically shared at the original meeting in December that we had received another bid in May but passed on it due to cost. Regardless, where does that leave me as a consumer? Forced to pay for a product when I don't understand the cost and have no other choices?")and  Mr. [redacted] told me(asked if it was possible)to go back to our vendors and ask them to sharpen their pencils. I did this work with out charging Mr. [redacted], however a second go round in this arena we would normally charge another $2500 but we have not yet charged for the additional work. My vendors refused to sharpen their pencils sensing that the difficulty of this job would not be something they could do for a lower figure. (How would a vendor sense difficulty? By simply having a customer asking if there was any place to save money? What then would stop them from overcharging? Especially, as I wasn't privy to the vendor's cost sheet. Most builders are transparent and supply a cost sheet. It felt like they were hiding something, Interestingly, the Wolfords communicated to me that they in fact found a way to save $20,000 on the foundation during this two week pencil sharpening process though we never saw a second cost sheet.)(I believe additional background is necessary as we left our initial cost analysis meeting all smiles, on fine terms and all agreeing that we would work together to get this to a price that our bank would be willing to finance through a combination of compromises by the [redacted]s and potential cost savings by her vendors. In fact, **. Wolford ended the meeting with a very friendly and positive declaration that she understood exactly where we were coming from and would do all she could to create a cost plan that we would love and could afford. Music to our ears. I didn't hear from them for 12 days and then not 48 hours before the scheduled meeting which included our designer and architect we receive the below email - not a call - informing us that they were no longer interested in our project. We were of course shocked as we were excited to continue to work through the estimating process with the Wolfords to arrive at a mutual beneficial estimate.) It is always our policy at Wolford Building to do what is best for the client. After doing our due diligence it was obvious that in the best interest of Mr. [redacted] was to return him to his  preferred builder as that was a much better fit for him. (I'm not sure where the notion that the previous quote we received was our preferred builder, we plainly stated to [redacted] and [redacted] at our initial meeting that we had received a quote in May of '16 and we could not afford it.)  On [redacted] 11 I sent him this correspondence: Dear [redacted], Thank you so much for allowing us to estimate your addition/remodel project. We have revisited the numbers on this job. After this in depth recalculation my recommendation for you is to go with the other builder you had mentioned. The items that they included in their estimate for you is overwhelmingly in your favor and nothing we can even get close to. Most reputable high end builders can finance part of the project for you and make it possible for you to get everything on your wish list rather than spending countless hours and $ to redo the plan. We sure do appreciate the time you spent with us and of sharing your vision with us. I am sure it will be spectacular. Sincerely, [redacted] Wolford Built Homes Mr. [redacted] expressed his concern with this suggestion and began an obsessive phone call campaign that became harassing (I called perhaps 8 times over the course of a 24 hour period as no one was answering the phone. After having spent $2,500 but more importantly 4+ months with the Wolfords I thought it made sense to actually have a phone call to discuss her suggestion as opposed to simply sending an email). I asked him what he would like me to do. He replied that we could not work together and wanted his $2500 retainer back (Incorrect, I said that ideally we would meet as planned and continue to work together to understand the pricing and together we would come to a price we could afford and the bank would approve. But after how I was treated on the phone by her husband it was clear that was unfortunately no longer possible.)  After reviewing all the work that had gone into compiling Mr. [redacted]’s estimates and the value of the drawings we produced and the investment that we have made on Mr. [redacted]’s behalf, giving him anything more is just not an option for us. I am including the communication I sent Mr. [redacted]. No One “hung up” on Mr. [redacted]. (This is absolutely  incorrect, [redacted] Wolford the owner of the company in response to a simple request to understand why they were not interested in continuing to work with us slammed down the phone after stating  "I've wasted enough time on you and your project!") He became obsessive and called over 100 times from multiple phone numbers including a “work number” where he is no longer employed. (after speaking with [redacted] 24 hours after receiving her email I never called again. As stated above I perhaps called 8 times from two numbers including from my office phone. No idea why "work number" is in quotes. Yes, I've accepted a job promotion, not sure how that is relevant other than an attempt to impinge my character. The suggestion that I called 100 times is ludicrous. I'll happily pull phone records.)I have blocked his phone calls and text messages but have saved them . I have had to employ an attorney to deal with his stalking behavior and threatening phone calls and emails. We have asked Mr. [redacted] to stop this behavior through our attorney: [redacted] (I'm glad [redacted] saved the emails, as have I, stalking and threatening behavior is slanderous and untrue. I have the emails to prove it. I was professional and cooperative. This is simply theater as a defense mechanism for her firms poor handling of the situation. Her defensiveness is further evidenced by her decision to retain a lawyer whose first move was to write my wife and I a threatening letter).  It is our policy to make clients aware of what they may be getting into and the purpose for a ballpark price is to give them an idea. It is in no way a promise and we have no way of knowing the costs on custom projects such as these with out spending time for which we charge a nonrefundable fee of $2500 (I never would have provided a $2,500 deposit other than based on the estimate I received stating that based on their experience and expertise they estimated the job could be completed for between $290,000 and $305,000.  In the context of a lack of transparency, an unwillingness to have transparency, and being over 63% over the cost estimate the process feels like a bait and switch.  I understand people are entitled to be paid for their time, but we planned to work with WBH in good faith to complete this project.  WBH unwillingness to work with us, makes us feel we are entitled to a refund or partial refund.  If the project was over budget and was something we couldn’t afford, then I would happily give my $2500 to WBH. We were not given the opportunity to see if we could get the project into more economical range.) The preconstruction/confidentiality agreement with Mr. [redacted] states: 1. Both parties agree that construction (according to plans) will be built by WBR for the home of [redacted] and [redacted] [redacted], located at [redacted]. 2. Builder agrees to gather all information necessary for construction and present these costs to the client for approval. 3. WBR charges a $2,500.00 non-refundable deposit. This non-refundable deposit will be used as a credit towards your project total. 4. Both parties agree that the confidential information shall be used for the sole purpose of evaluating the relationship with each other in relation to the property at the above stated address. We presented the cost to the client for construction and they refused to pay it. It clearly states that the deposit is non refundable. It also states that the funds will be applied to the project total. So far we have exceeded this amount in design fees alone (please ask **. Wolford if as of 5/8/17 she had paid her designer for his time) plus over 100 man hours. Mr. [redacted] has also ignored the confidentiality agreement for which we will also be seeking a legal remedy. (I'd like to understand more about how I've allegedly ignored the confidentiality agreement. Further, I never received a signed copy of the contract. I'm disappointed were at the point of threatening legal action. As I calmly and collaboratively articulated to [redacted] on the one opportunity I had to speak with her on the phone, I'm interested in an amicable solution. In summary, from our perspective, we hired a builder based on a price estimate, they delivered an estimate far exceeding our clearly stated budget or ability to borrow, and when we asked to work together to help us afford the project they sent an email note resigning the project. We had then lost not only $2,500 but 4+ months of time. They fired us, hence I think it's fair per the first line of the agreement that they should refund our deposit.) I am proud of the work and reputation that Wolford has earned throughout our 42 years in business. We make every effort to settle issues and truly care about doing the very best for our clients. This is not a person that anyone can make happy (characterization) and I am no longer willing to subject myself, my valued employees and my talented subcontractors to what has become a volatile situation (characterization, untrue and inflammatory).(Given how they care about doing the very best for our clients, I would have hoped they would have delivered the news that they were backing out of their contract in person and we could have discussed a resolution calmly and in good faith. The tone of the above letter is aggressive and combative - nasty for lack of a better word. I'm disappointed that it's come to this and we're all spending valuable time, effort - and threatening legal action -  dealing with an unfortunate situation. We stand by our original claim and are open to taking steps to resolving the issue.) Thank you for your help with resolving this issue. I can be reached at [redacted] Should you have any questions Sincerely, [redacted]  Managing Partner at Wolford Built Homes
Regards,
[redacted]

This is the documentation pertaining to the [redacted] complaint against Wolford Building and Remodeling. The attachment above is an invoice for his cabinet design and layout done in CAD. In response to Mr. [redacted]'s rebuttle, we would like to affirm that our position remains the same as our initial statement.

Wolford Built HomesPO Box 767Prospect, KY 40059I have received your letter of 4/27/2017 in regards to complaint number [redacted] made by [redacted].I have fully read the customer’s statement of the problem which is inaccurate. Mr. [redacted] was seeking a builder that could perform an extremely...

complicated remodel/addition on an older home in the Highlands. Prior to contracting with a client we give them an approximate guess on what we think their job might cost. This is in no way a “for sure “ estimate but rather to let the client know the kind of investment they would have to entertain. Our remodeling manager, [redacted] met with the [redacted]’s and based on the plans and their statements at that time we guessed that the job would cost in the $300’s. We NEVER give an exact bid and only if paid do we  move forward with a bid. We also never tell a client that it will be within 10 % or 20 % or 30%. That is just not how we do business and it is normal for a client to add items to the original plan. The only way to know the true costs is to spend time and money to bid out the job exactly which is why we charge a retainer of $2500. Mr [redacted] also provided plans from an architect and told us the architect told him that this job should cost around $300,000 and that he had the plans drawn to meet that budget. We set forth on this journey with Mr.[redacted] in good faith. We spent 2 months working on exact bids which included a vendor day at Mr. [redacted]’s house. At the vendor day Mr. [redacted] spoke to each of the subcontractors to make sure that they understood that he expected the best in choices and finishes for the lowest price possible. He also had several meetings and conversations with our kitchen designer and added many items that would take this far over the original guess of “in the 300’s”.After 2 months of due diligence we met with the [redacted]s and presented our cost analysis to them. We proposed a conservative version of their plan for approximately $390k. At that time we suggested a few ides to bring the cost down which the [redacted]’s refused to entertain. He also shared with us that we were not his first choice in builders and brought with him a quote that was similar to ours but included a higher scope of work. Mr. [redacted] told me to go back to our vendors and ask them to sharpen their pencils. I did this work with out charging Mr. [redacted], however a second go round in this arena we would normally charge another $2500 but we have not yet charged for the additional work. My vendors refused to sharpen their pencils sensing that the difficulty of this job would not be something they could do for a lower figure.It is always our policy at Wolford Building to do what is best for the client. After doing our due diligence it was obvious that in the best interest of Mr. [redacted] was to return him to his  preferred builder as that was a much better fit for him. On [redacted] 11 I sent him this correspondence:Dear [redacted],Thank you so much for allowing us to estimate your addition/remodel project. We have revisited the numbers on this job. After this in depth recalculation my recommendation for you is to go with the other builder you had mentioned. The items that they included in their estimate for you is overwhelmingly in your favor and nothing we can even get close to. Most reputable high end builders can finance part of the project for you and make it possible for you to get everything on your wish list rather than spending countless hours and $ to redo the plan.We sure do appreciate the time you spent with us and of sharing your vision with us. I am sure it will be spectacular.Sincerely,[redacted]Wolford Built HomesMr. [redacted] expressed his concern with this suggestion and began an obsessive phone call campaign that became harassing. I asked him what he would like me to do. He replied that we could not work together and wanted his $2500 retainer back. After reviewing all the work that had gone into compiling Mr. [redacted]’s estimates and the value of the drawings we produced and the investment that we have made on Mr. [redacted]’s behalf, giving him anything more is just not an option for us.I am including the communication I sent Mr. [redacted]. No One “hung up” on Mr. [redacted]. He became obsessive and called over 100 times from multiple phone numbers including a “work number” where he is no longer employed. I have blocked his phone calls and text messages but have saved them . I have had to employ an attorney to deal with his stalking behavior and threatening phone calls and emails. We have asked Mr. [redacted] to stop this behavior through our attorney: [redacted]  [redacted].comIt is our policy to make clients aware of what they may be getting into and the purpose for a ballpark price is to give them an idea. It is in no way a promise and we have no way of knowing the costs on custom projects such as these with out spending time for which we charge a nonrefundable fee of $2500The preconstruction/confidentiality agreement with Mr. [redacted] states:1. Both parties agree that construction (according to plans) will be built by WBR for the home of [redacted] and Taylor [redacted], located at [redacted].2. Builder agrees to gather all information necessary for construction and present these costs to the client for approval.3. WBR charges a $2,500.00 non-refundable deposit. This non-refundable deposit will be used as a credit towards your project total.4. Both parties agree that the confidential information shall be used for the sole purpose of evaluating the relationship with each other in relation to the property at the above stated address.We presented the cost to the client for construction and they refused to pay it. It clearly states that the deposit is non refundable. It also states that the funds will be applied to the project total. So far we have exceeded this amount in design fees alone plus over 100 man hours. Mr. [redacted] has also ignored the confidentiality agreement for which we will also be seeking a legal remedy.I am proud of the work and reputation that Wolford has earned throughout our 42 years in business. We make every effort to settle issues and truly care about doing the very best for our clients. This is not a person that anyone can make happy and  I am no longer willing to subject myself, my valued employees and my talented subcontractors to what has become a volatile situation.Thank you for your help with resolving this issue. I can be reached at 502-[redacted]Should you have any questions. Sincerely,[redacted] Managing Partner at Wolford Built Homes