Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Unpursuable:

  BBB is unable to locate the business.

  I had the owners of Abbott and Broadstone come out to offer a "free consultation" as they list on their website, on a potential renovation. I was in the beginning stages and just wanted a ballpark quote to see if this was in the scope of our budget. They seemed excited about the project but said I needed to pay $850 for a structural engineer report before they could give me a proper quote on the project. I paid them $850, I still have this invoice saved to prove amount, they sent a supposed structural engineer over who spent a few minutes in my house. Said yes the project could be done and said he'd send the report off to the Arin from Abbott and Broadstone. I heard nothing back from anyone for a month. I followed up with Arin and finally heard back. She said I needed to pay more for architectural designs before they could give me a quote. I politely asked how much that would cost and I never heard back. They never sent me any structural engineering report nor contacted me again. Just took my $850, gave me no product or service, and disappeared. I followed up several times via their website and email requesting a simple response and a refund, they've completely ghosted me. I've been very polite with all my requests - I've never experienced anything like this. It's bordering on fraudulent and I need some help recapturing funds owed to me. I sure hope they aren't running around making a business out of this.

  Business Response

  Date: 09/26/2025

  At Abbott and Broadstone we first and foremost take care of our clients. We did a thorough walk through to discuss a proposed two-story addition off of the back of the house, as well as opening up interior walls, requiring structural beams. This was a multi-faceted project, budget driven, where some pieces may or not be done based upon final cost. This is a very large project requiring first, HOA approval, and City or County permits which require structural and architectural drawings. This initial meeting was provided at no cost to the homeowner.
  
  
  Once the customer decided to move forward with the first step, we sent our licensed and accredited structural engineers to assess the prospective project, and make sure with the given backyard area (foundation/exterior structures have to be a specified distance from property lines), existing foundation, existing roof lines, and existing structure, that this project was indeed possible before moving onto next steps. If engineers deemed we could not do the project for any reason, this saves the customer money by eliminating unnecessary next steps of architectural drawings, which was communicated to the client at the initial walk through. This was invoiced, paid and the service was provided. See attached.
  
  
  We notified the customer of the next step, which was the architectural drawings. We were waiting to hear a confirmation that they wanted to move forward and status on HOA approval for the addition. We had informed them that we could not provide a quote without architectural drawings needed by the structural engineer. These drawings give us beam, truss, framing, foundational loads and depths, sheathing etc. information to make sure we are giving our clients the exact pricing needed to complete the project. 
  
  
  We did not hear back from the client for some time and assumed that they had decided not to move forward with the project. We did receive communication months after notifying us they had selected a different contractor and requesting a refund for services rendered.
  
  
  We strive to ensure complete satisfaction from all of our clients and perspective clients and would like to ensure a fair resolution. 

  Customer Answer

  Date: 09/29/2025

   
  Complaint: 23850182
  
  I am including the emails I sent in response with zero communication back.  I also attempted to contact the business through their website multiple times as well.  This is the first time seeing the structural engineering report.  After Arin's last communication saying they needed architectural drawings, I responded immediately asking how much that would cost with no further communication from the business.  I contacted the business in a myriad of way for almost a full year with no further response.  I'd appreciate a refund.
  
  Sincerely,
  
  ***** *****