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Business Profile

Architect

Galloway Architecture Laboratory PLLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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  • Initial Complaint

    Date:01/11/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
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    I was led to believe by the email that a rough design would be presented with my input and approval before a detailed project would begin. Instead, they presented a detailed design without any input or approval along with a $7,250 fee.

    Business Response

    Date: 01/12/2024

    Everything with this client seemed fine until I sent a bill. After I sent the bill (which was under the Not-To-Exceed amount we provided in a proposal), he said he didn't like the design in a very terse email - Ive provided that here. He had had the drawings 3-4 weeks before I sent the bill, and not once did he say that he didnt like the design or direction we were going. If he would have just responded with "let's talk about these numbers," or "I don't feel comfortable paying this until Im more comfortable with the design, we would have happily held the bill. In my response to his terse email, I told him to feel free to leave the bill unpaid. That said, he did pay it immediately, which complicates a refund. Immediately after I told him that, I went to my ePayment provider to Void his Credit Card payment and we're working through that - $4,250. I'm okay losing that money if this situation can be over. I've provided our communication, as well as the communication with the ePayment provider. In response to the detailed design,  this client does not have a detailed design. Those are typically ***** sheets of construction level drawings. He has a schematic look of the house, but nothing a contractor could bid or build off of at this point. We were at the first stage in design, which I reiterated in my email to him. This is the same standard we do with every residential client and weve never had an issue.

    Business Response

    Date: 01/12/2024

    Here is the original proposal, it looks like the uploads came through twice on the original response. **** put a $3,000.00 deposit he put down to start work. We do this to establish trust and to make sure we don't do a bunch of work for someone who doesn't pay. This bill was for $7,250 with a $3,000 dollar deposit applied = $4,250. I am fine with the refund of $4,250.00 but I don't feel it's fair we are out on all of our hours, which I didn't even fully bill for my time as the Principal of the office. I can easily refund the $4,250.00 but the initial 3k deposit is payment for less than half our hours. 

    Customer Answer

    Date: 01/18/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *************************

Galloway Architecture Laboratory PLLC is NOT a BBB Accredited Business.

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