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Complaint Details
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Initial Complaint
10/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Went to Atlantic Kitchen and Bath (AKB) to get a quote to upgrade a powder room, guest bathroom and a wall closet. I told AKB what my budget was for this upgrade. AKB came to the house for the initial consultation on July 14, 2021. AKB did take measurements and took photos. AKB did not give me estimated price range but, in good faith, I did sign a retainer/design agreement and give him a $1,000 retainer deposit . “Two” months later I did receive the quote which was almost 20% over my budget. I decided not to have the AKB do the upgrade. I want my retainer returned because they never provided an estimated price range at the initial consultation.Business response
10/13/2021
*** ****** visited Mr. *****'s home on July 14, 2021 to review the work that Mr. ***** wanted to have completed. He provided Mr. ***** a verbal estimate of $25K-$35K during the visit and explained that the next step would be to go through the design and selections process so that Atlantic Kitchen & Bath could provide him with a firm fixed price contract for the work and that the final pricing was ultimately dependent upon the selections he made during the design and selections process. Mr. ***** did not sign the Design Agreement during the initial in-home visit but later drove to Atlantic Kitchen & Bath's showroom to sign the Design Agreement and provide the retainer of $,000 to perform the design work. A copy of the Design Agreement Mr. ***** signed is attached hereto, which clearly states that if Mr. ***** moved forward with the project upon receiving the the final fixed price contract that his $1,000 design retainer would be credited to the project cost. However, if Mr. ***** choose not to move forward with the contract, the Design Retainer was non-refundable.
Atlantic Kitchen and Bath provided Mr. ***** a firm Fixed Price Proposal based upon Mr. *****'s final scope of work, Mr. Palm's selections, and Mr. *****'s design decisions. A copy of the detailed Proposal is attached hereto and was valued at $30,862.00. After reviewing the Proposal, Mr. ***** decided he did not want to spend that amount of money and the scope was adjusted and an updated proposal was provided to Mr. ***** for $29,154.47. After receiving the second Proposal Mr. ***** decided he did not want to move forward and requested his Design Retainer be returned. Mr. Endean again explained that the Design Retainer was non refundable if he decided not to move forward but would be credited against the contract if he choose to do the work.
Mr. ***** subsequently filed the BBB complaint in an attempt to have his retainer returned.
Customer response
10/14/2021
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.
Both me and my wife were present and *** ****** did not mention a price range at all.
Regards,Complaint ID: 15992048
Business response
12/07/2021
Mr. ***** does not have the option of rejecting the proposal. He had three options:
1) move forward with the Proposal as written and he will receive a credit for his design retainer against the final bill
2) abandon the project and lose his retainer (per the agreement he signed and was attached previously)
3) reduce the scope of the project to lower the cost of the project.
We provided a verbal (non-binding) estimate of the project when we visited Mr. *****’s residence the first time, he later came to our office to sign a Design Agreement, during development of the project Mr. ***** eliminated a portion of the original scope to try to keep the project costs down, the *****’s selected more expensive items during the design phase for the scope they retained which was explained to them, we provided two proposals: one just slightly over the budget they provided and one under the budget they provided. Not sure what Mr. *****’s complaint is other then trying to receive a refund for work agreed to under contract.
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Contact Information
18355 Coastal Hwy Ste 1
Lewes, DE 19958-4778
Business hours
Today,9:00 AM - 5:00 PM
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.