We paid a design fee of $2,500 and did not receive the design services were were promised.
We hired RSU after meeting with ******* ***** and discussing our thoughts and ideas for what we wanted done, as well as particular needs of ours which included someone who could guide us through each step of the remodel and keep us apprised of any and all overages and cost breakdowns. We were told by Ms. ***** that, not only could she draw up design plans for our remodel, she would assist us every step of the way by going with us to pick out and purchase major items within our budget such as cabinets, countertops, and flooring and by advising us as to recommended items for purchase. It was these promises that led us to hire her, as well as RSU, to design and remodel our current home.
With the above in mind, I paid RSU their required $2,500 design fee. Initially, Ms. ***** did as she promised. She met with us to go over our likes and dislikes for bathroom necessities (toilets, shower stalls, vanities and fixtures) and went with us to French's Cabinet Gallery to begin our kitchen design. However, after those two visits, our contact with Shannon ceased except for various emails and text messages.
I can provide specifics if needed.
We were never kept informed of exact overage amounts of our contract even though we requested those overage amounts several times.
Ms. ***** was simply unable to deliver on the promises she made to us at the beginning of the project. Her statements that she would work with us every step of the way, that she would help us find items needed for the remodel that were within our budget and that she would keep us apprised of any and all overages at all times so that we would be able to make knowledgeable financial decisions throughout the project were the main reason we hired her as our designer.
With the above being said, I am asking for our total design fee to be refunded to us. While we were informed later on that the scope of work we expected from Ms. Erwin is not actually part of what she does and what our contract with RSU states she does, she sold us from the very beginning with these promises. We have had to deal with a lot of stress because of the "ball being dropped" on several matters, several of which are referenced above. Also, we are still getting emails that say we owe more money after making what we thought was our final payment several weeks ago. While we understand that the additional money is owed and that there was a miscommunication between RSU and our bank, we were not kept informed with regard to these final communications with our bank and only learned about this matter when our bank representative contacted us for permission to forward certain documentation to RSU. This leads us to question why we were kept informed of every other financial dealing with our bank except for this one.
Contact Name and Title: ***** *********
Contact Phone: XXX-XXX-XXXX
Contact Email: **********@rsucontractors.com
We are very sorry that **** ******* is not completely happy with the beautiful addition that we have built for her. It is our goal to have every customer have a great experience working with our company as we provide them with high quality remodeling services.
Erin Walker and her mother **** ******* purchased Design Services as well as the building of her new addition. Design Services include the design of a set of plan used to build the project. **** was given these plans and we used these plans to build her addition.
I do understand from the letter that **** sent to our company that she expected our remodeling sales consultant to help her with personal shopping selection. ******* ***** our consultant on numerous occasions did go with **** to make selections. This was above and beyond what is expected for a remodeling consultant.
We have provide a quality product and apologize that we did not meet her expectations.
We want every customer to happy with our work.
This project was financed by a 203k loan. There is a great deal of paperwork involved with approvals and sign offs at every stage of the project. The bank also sends a representative to the job site and approved of the work before each progress payment is made. Every document of every part of the projects was signed off on and approved by **** ******* and/or **** ****** and the banks representative as well as a representative of our company.
If you need additional information regarding this project please let me know.
(The consumer indicated he/she DID NOT accept the response from the business.)
Their design consultant was not honest about her performance during the building of our remodel. Yes, the work and plans turned out beautiful. However, we did not receive all of the service promised us at the initial meeting. And, the "ball was dropped" on several projects. This company needs to be honest, in the beginning, as to the services they provide. They were not honest with us.
Final Business Response
**** ****** spoke with *** ****** on 8/27/2014. They worked out an agreement. When the final payment is paid by the bank, RSU Contractors will give a partial refund to **** ******* **** ****** is the daughter of **** ******* and has been the person RSU has been working with on the project.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)