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:10/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Please see the attached letter written by my son outlining the problem. We paid $5000 for services we've never received despite numerous efforts by us to relay our concerns. We would like the job finished or our money refunded.

  Business Response

  Date: 11/06/2022

  Resort Custom Homes signed a contract with ****** ***** in April of 2020 to provide design services to either perform extensive remodeling on the existing old home or tear it down and build a new home.  The client provided us with a budget for the project of $450,000 for the new build.

  After extensive e valuation of the existing house and discussions with the beach town in which it was located, all parties agreed that remodeling of the existing structure was not feasible.  Work began on the design of a new home on the property.  Preliminary plans for the new home were developed and provided to the client.  After many phone calls, discussions, plan revisions, and major building cost increases due to COVID it was determined that it was not possible to build the home that they wanted in the budget that was provided.  Additional options were discussed including selling the property as is.  Resort provided analysis of the existing property market value and potential issues that might come up if they were to proceed down that route. 

  It is impossible for us to finish the services as originally agreed upon due to the escalation of building costs. Designing a new home on the property would required the budget to be increased to double what it was currently set at. In its stead, we provided services to sell the property instead of rebuilding on the property.  We have expended much more money then the original project required due to the changes caused by COVID.  While we understand everyone's frustration with where we are now, it is just not possible to do what the client would like to have done in the budget provided.  In an effort to compromise since nothing could be  completed as originally intended, Resort would be willing to provide a 50% discount on the original agreement for work performed to date.
  

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I received the answer from Resort Custom homes in which they offered to refund half of my payment.  I recognize that they put time and effort into the project and accept their solution. I look for assistance from the BBB to get the refund as Resort Custom homes has not been answering our calls, emails or letters.Thank you for your assistance,
  
  
  Regards,
  Complaint ID: 18248269
   
  
  
  
   

  Business Response

  Date: 02/03/2023

  The refund check that the customer agreed to was sent to the Massachusetts address in December. It has not been cashed. Not sure what to do next.