To whom it may concern;
Re: design plans for porch roof/weather covering for back deck.
On April 30, 2013 I approached this business to design plans for a new outdoor roof type covering for our back deck. I brought in pictures of the former roof structure (was not safe or 100% functional), the existing base structure, and clearly outlined our project wishes and difficulties.
I clearly asked the owner *** if her business was capable and interested in the project and they replied yes. It was verbally agreed The Design Studio would provide 2 sets of plans - from 2 different views; it was agreed originally the plans would be completed by June 2013, and we agreed on $500 for the price for the project plans. $577.50 was charged to my credit card on April 30, 2013.
We provided a copy of our property report for the business to use for design purposes.
We provided pictures, and access to online images of the project location, and picture examples of structures to help guide design.
We met twice in office to discuss, and we met in June 2013 at our home to view the project. At which time I offered more funds to complete the roof plan to which *** declined the need for more funds.
On August 4, the business emailed an image "idea" to which I replied with questions and received no response from the business. I called the business and was told that with the recent floods in June and lengthy clean up, their business was very very busy and unable at that time to address the project.
To date we have not been provided with any plans, not even a draft of plans for the roof structure.
The company did offer to also include a planting plan for the property at no additional cost. One proposed/draft landscape planting plan was provided, that plan was not completed either. Again via email in May 2013, we reiterated that the roof structure was the focus and priority.
On *********5, 2014 I sent the business the following email:
"Hello *** and *********.
I hope this email finds you all well over the winter. I wanted to follow up with you folks by requesting a refund of the $577.50 payment processed by your company last April 30, 2013. Given the length of time that has passed ****** 30, 2013 to present), with no response to my communication, and no project plan results, my husband and I will be seeking the services of another company; likely an engineer to design the roof structure. I think the project and the main focus of your company are just not the best fit. Please contact me if you have any concerns with this request.
We wish you all well in 2014.
To which I have not received a response.
The business has failed to provide the product/service as promised.
The business has not responded to communication regarding the project.
The business has not responded to a proposed resolution; we are not comfortable accepting further "service" on this project.
I am seeking the help of the Better Business Bureau as our attempts to resolve the issue as consumers has failed.
***** & ***** ******.
As stated in our email to the business we are requesting a refund for the funds provided of $577.50 on April 30, 2013 as no product was provided.
As stated above, we are not comfortable accepting further service from this company.
We sincerely hope for a simple resolution to this issue. A refund will enable us to move forward to complete our delayed project. Our back deck is virtually useless without this structure due to exposure and weather.
***** & ***** ******.
We met ***** on April 30th as discussed.
I informed her the Design Fee was $550 + GST. Which brings us to the $577.50.
She gave us her credit card at the studio and saw then what the cost was.
I did not over charge her.
On May 23rd, we gave ***** ****** two sets of drawings from our Design program 20/20.
She replied "Wonderful Looking Drawings".
Then went on to describe how she liked the Front Yard - in detail as well as the Back Garden.
As ***** and her husband **** are doing the work themselves and they already have pre-existing deck, we went to their home and discussed how the roof would be.
***** rejected everything we were telling her. She does not want to add this structure to her home as she doesn't want to pay the City for the attachment.
We spoke numerous times with them regarding this structure.
I do believe she is looking for Engineered Drawings, which we do not do.
Ours is merely a concept. I did show her what the plan would look like when she was in the office with ********* and myself.
*** and I then went to there home once more to discuss this structure that ***** wants.
We left feeling like **** (her husband new exactly what he had to do to build this).
We had said that if we could get one of our crew out there to walk **** thru this we would.
When she called the office, I indicated that our crew were helping out with the flood and could not come out there.
Keep in mind they are building this themselves. She did
offer to pay me more money, but for what?
As I indicated before, when we were at their home discussing how to build this structure to ****, he said he understood what he had to do. We were therefore done.
They had drawings. Please see attachments.
Yes, we did review all of her ideas on *****, but she would have to demo her entire deck to have what she wants and she is not willing to do this.
Last week, ***** and her husband showed up at our new office and we discussed in detail what we could do for her and what we did for her. We even said we would do another drawing for her, removing railings, stairs and arbour that is there. Her husband definately understood what we were trying to tell her. At this time, I had no idea that they had filed a complaint against us. They never let on that they had.
We are not in the habit of taing advantage of our clients. ***** received exactly what we told her we do. She is asking for something which we do not do and we told her that. *** also went out of his way to contact one of our other clients who is an engineer and described the deck and arbour they have and he agreed with us, that yes, this whole structure has to come down. It is hard to try and retro-fit something that really doesn't work at all.
When they were in the office, her husband was trying to tell her, that yes *****, The Design Studio is right in the way this whole structure has to be. She wants all the pretty arbours that are on house, but doesn't want to get water on herself when she is sitting under it. I suggested a large umbrella, one that has a heavy base, no doesn't want that. She wants to sit out there in the winter months and have no snow to remove on her deck. Again, we would love to design the right structure with deck included, but again, she doesn't want to pay for this. She wants the best on a small budget.
At the present time, with her filing this action against us, and not being upfront when they came in,I will not be designing anything further.