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:09/11/2025

  Type:Service or Repair 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.

  I contacted **** to design a pc case. He charged $300. I was told that at the end of the design, I would receive all the design files. I asked for a contract with paperwork, and I was told that we don't need one. We began with a design I sketched and sent to him. He started to design the ** case. After about 3 months of back-and-forth emails, and his inability to communicate in a timely manner, I told him to finalize the design and to quote me a price build it. He sent me a quote, and I asked for the design files. He sent me a link to the project design to the program he used. I was unable to download or make a change to the design due to not having permission from him. I asked several times to get permission but that's when he severed all contact. I sent several emails and tried to contact him through his website, and on Instagram. I found several mistakes on the design that I was concerned about. He uses Mountain Mods to get prefabricated **** trays and I/O Panels. So, I ordered the panels directly from Mountain Mods and sent the design to another company to have panels cut. After receiving the panels, I began to assemble the case and ran into the issue of the **** not being able to fit in the case due to his design. I have already spent a bunch of money only to find out his design does not work. I don't want a refund; I want him to correct the design and make the parts I already paid for and replace. But he cut all contact. People should be aware and not do business with this company.

  Business Response

  Date: 09/21/2025

  
  Spotswood Computer Cases, LLC
  *************
  **********, **
  ***************************************************** | ************
  September 21, 2025
  Response to BBB Complaint ****** *******
  Dear ****** *******,
  Thank you for bringing this matter to my attention. I regret that your experience did not meet expectations, and I appreciate the opportunity to respond and clarify the situation.
  
  1. Payment and Deliverables
  You paid $300 for a custom PC case design, and I understand you expected full access to the design files upon completion. I provided access through the design platform I use, which allows viewing and collaboration. I regret that the method I used did not meet your expectations for file access.
  2. Contract Request
  You requested a formal contract, and I declined, believing our email agreement and shared understanding would suffice. In hindsight, a written agreement could have helped clarify expectations and avoid misunderstandings as well as establish reliable methods of communication.
  3. Finalization and Quote
  After you requested a finalized design and a quote for fabrication, I provided the quote as requested. At that time, I also shared a link to the design files through the platform I use. This link granted access to the full project and allowed you to download and create an editable copy. My intent was to ensure you had the necessary files to proceed, while preserving the integrity of the original design and giving you full flexibility to make changes to your own version. If there were any technical issues accessing or editing the copy, I regret that we werent able to resolve them together at the time. If you were able to send the design for fabrication, then it must be assumed that you were able to access the files at some point.
  4. Design Process
  I began the design based on your sketch and incorporated your feedback throughout the process. I appreciate your involvement and the time you invested in refining the concept. You took initiative to have the panels fabricated based on your sketch and specifications for the design. I recognize the investment you made and the impact of the design flaws on your project that occurred as a result of the 3rd party fabrication.
  5. Design Errors and Assembly Issues
  I understand that you encountered issues with the motherboard not fitting properly during assembly. However, I was not involved in the fabrication or assembly phase. Had I been responsible for producing the case, I would have purchased the actual components and tested the design against them to ensure proper fit and compatibility. This verification step is standard in my workflow, and its unfortunate that it was not followed by the third party who fabricated the panels.
  6. Communication Timeline
  The last message I received from you was on June 16, 2025. I did not receive any further emails after that date, nor did I see any messages on Instagram.Additionally, the original ****** invoice included my mailing address, but I did not receive any communication via mail either. After delivering the design file and receiving no further communication I assumed you were putting a pause on the project. The communication mishap was unintentional, and I have exhausted all avenues in trying to locate your communication beyond June 16th.I was unaware of any additional outreach until I received the BBB complaint notification on September 15.
  7. Resolution Request
  ***** stated that you do not want a refund, but rather a corrected design and replacement parts. I am willing to revisit the design and work with you to correct the issues, provided we can reestablish communication, clarify expectations, and you can provide detailed information/photos on how/why the 3rd party panels dont fit. Without a clear understanding and visual inspection of the 3rd party fabrication it would be extremely difficult to be sure that a replacement would yield satisfactory results.
  8. Business Reputation
  I take your feedback seriously and am committed to improving the process,communication, and accountability of my business. I regret that your experience led to an unsatisfactory review, and I hope to earn back your trust through resolution.
  
  Please feel free to contact me directly at *********************** so we can discuss next steps. I am open to working with you to resolve this matter constructively.
  Sincerely,
  **** ************
  Spotswood Computer Cases, LLC