ComplaintsforTranscend Renovations, LLC

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I initially came into contact with Transcend Renovations through a cabinet installation company when I was getting my kitchen remodeled. I was told that the work included simply taking out the old cabinets and putting in the new cabinets. I hired Transcend Renovations to do additional work based on that information. In total, I paid them $3,609.00. There was not a task that they did that was done correctly: measuring the cabinets, uninstalling and reinstalling appliances, hanging a shower door, supply and install support brackets to my kitchen counter, and electrical work. Eventually, the shower door was hung correctly. I had to hire someone to hook up the gas line to my stove, a task I paid TR, **** to complete. I begged for over a month for them to repair the electrical mistake. The electric in my home was functioning properly before TR, **** relocated the outlets and switches in my kitchen. I know this with 100% certainty because I had a home inspection prior to purchasing the home. Everything was fine. They demanded more money before they would come out to correct the mistake they made. I ended up having to fire Transcend Renovations and hire other professionals instead. Transcend Renovations advised me on April 1, 2024 that they would issue me a refund for the tasks they did not perform. Their direct quote is as follows: The check you receive from our office is for the services we were not able perform. I wish you all the best. May *** direct your path. I have yet to receive any money from them. I have had to pay an additional $800-$900 dollars to complete and repair the damage caused by this company and will need to pay additional money for tasks yet to be completed (install plumbing&electric to kitchen sink, garbage disposal, and dishwasher) with quotes anywhere from $650-$1250. This is on top of having to pay additional funds to eat out since I still do not have a fully functioning kitchen due to Transcend Renovations mistakes. I just want my money back.

  Business response

  06/05/2024

  I'm sorry that this client had an unpleasant experience. I understand that it can be frustrating transitioning into a new home during a divorce procedure. She was voluntarily vocal about what was going on during that time and the emotional state that came with it. One day when we asked how she was doing , she looked glaringly and said she wanted "to punch everyone in the face." We aimed to make this process one less thing to worry about. Our team worked hard to accommodate every request (even when unreasonable) for this client. Even after we were warned about her, we still tried to help. She made multiple changes to the scope of work during each stage. It often caused us to have to undo portions that were already complete. We adjusted our full schedule to assist in her transition. At least six times we arrived on site during scheduled appointments only to find out the client didn't have the necessary items or appliances for our team to complete the task. She had other contractors working in the home that broke our equipment. She had her father doing electrical work in the kitchen prior to us touching any outlet. We explained to her that during a general home inspection, they are not checking voltage. They are checking to see if the outlet works. As for the gas connection , it was explained prior to the signing of the service agreement, that we are not a gas company and since it was capped off and we did not disconnect the gas line, a gas professional from the company should check it prior to connection . There is a lot more that could be said and digital receipts that could be released, but the point has been made. This response is only intended to show that we went above and beyond to help this customer and at every opportunity, she twisted and manipulated the situation. I'm sorry that she's hurting and lashing out at us. We wish her all the best.

  Customer response

  06/06/2024

   
  Complaint: 21740024
  
  I am rejecting this response because: there is no resolution to the problem, only excuses as to why the work Transcend Renovations was supposed to do was not completed nor done correctly. Was I going through a divorce? Yes. Was I upset? Yes. My frustration only grew with each mistake that Transcend Renovations made. These mistakes continued and still continue to delay my kitchen being completed seven months later.
  I do not know how to respond to the appliance issue mentioned by Transcend. in fact, I'm not 100%certain what **** is referring to unless he is referring to the refrigerator.It was dented and needed to be sent back to the supplier. It took several weeks for me to get a new one. That being said, I sent Transcend several requests asking for him to install it, the microwave, stove, and hood. I was met with,yeah, well get you on the schedule. In fact, the dishwasher is still not installed because the company that initially referred Transcend to me is still cleaning up TRs mistakes.
  I requested for over a month that Transcend come out to repair the electrical mistake made by their company. They wanted me to pay extra before even coming out. I refused to pay additional when the job I already paid them to do was not done correctly the first time. My father, a licensed electrician visiting from ************ over the holidays, installed lighting to the kitchen and rest of the house. He did not touch the kitchen outlets, as there was not a wall there at the time. Guess what? The lights that my father installed work.
  As far as the additional contractors being in my home, it was a good thing they were there. They ended up repairing a few mistakes made by Transcend. They repaired and painted over a huge hole put into both sides of a wall while Transcend was doing the electrical work. They repaired newly installed bathroom tiles that ******************** drilled into because the template to my shower door "was wrong."
  I did not once change a design. In fact, it was ******************** who needed to make changes because he didn't measure properly. Now, the kitchen I have and paid $30K for and have to live with is not the kitchen I designed. This is because of Transcends measuring mistakes.
  I welcome any invoices and service contracts that I signed. It will only reinforce the fact that I paid ******************** money for services that were not completed. These are the same services I am having to continue to pay other contractors to repair and complete. Regardless of what is being said, ******************** agreed to refund my money over two months ago. I still haven't seen a dime.
  
  Sincerely,
  
  **********************

  Business response

  06/10/2024

  I wish Ms *** all the best in future endeavors. I was asked to reply on this platform not to for the sake of argument, but only to offer perspective. We can only take responsibility for those things within our control. Customers often don't understand or have no interest in all that transpires behind the scenes. Coming in as a subcontractor on the aforementioned project, we do not control delivery times, material acquisition or personnel availability. 

  
  

  Listed below are the task completed by my team and I on the Transcend Renovations staff.

  
  

  1: Cabinet Demolition 

  2. Cabinet Haul-Off & Landfill Drop 

  3. Kitchen Plumbing Disconnect (dishwasher, sink drain, garbage disposal)

  4. Vinyl Flooring Removal 

  5. Appliance Removal (range microwave, wired cabinet lighting, ************* electric stove seen in attached image) 

  6. Vent-hood assembly & Install 

  7. Frameless Shower Door Install 

  8. Kitchen peninsula wall demolition & development (to include lowering 3 outlets and moving one combo switch set)

  9. Kitchen Cabinet Installation ( set to the height of customer's pre-existing wall cabinets, as requested. Then, a mouth later, the customer changed mind after the install was complete and Customer Satisfaction Form was signed).

  10. Appliance placement (refrigerator, stove, microwave, dishwasher) 

  
  

  After working with admin to adjust schedules, project timelines, pricing, and several other accommodations, the end result was dismal. Several things not going right around the same time period created and unpleasant experience for the customer and all parties involved. And I'm truly sorry this wasn't a pleasant experience for the customer.

  Over all, it caused ******************** to lose a valued customer, contract and partnership. 

  The Transcend Renovations retail price for all the work completed on that project is valued at $8,279. The discounted cost that the customer received was approximately $3,600. Due to the escalation of this particular assignment, Transcend Renovations lost a total of $12,983.54. On top of that, a valued partnership which would have netted approximately ****** a year. Ms. *** has won the battle and the war that I never wanted to participate in. I wish her peace and success in life and relationships. God bless.

  
  

  
  

  
  

  
  

  Customer response

  06/13/2024

   
  Complaint: 21740024
  
  I am rejecting this response because: again, nothing has been resolved. I paid for services not performed (gas line to stove, dishwasher installation, garbage disposal installation, plumbing hook up to sink and dishwasher).I also paid for three countertop support brackets I did not receive.

  I had to hire another company to repair the damage TR did to my electrical outlets. Repeatedly, ******************** advised me that they simply lowered the outlets and did not rewire them. Luckily, I have photos sent by him contradicting that.

  Additionally, I had to hire a company to hook up the gas line to my stove. This is something I paid TR to complete. Only after taking my money did ******************** tell me he couldn't complete the task. I will have to hire another company to complete the plumbing work TR did not complete. 

  I never once changed my mind about having a countertop height bar area. I am uncertain what ******************** is referring to.

  If ******************** with Transcend Renovations was removed from his partnership with the cabinet installation company that referred ******************** to me its because they did not perform the work they were hired to do correctly. I can attest to that.

  Bottom line. Transcend made a mistake when wiring my kitchen outlets. I asked them to correct the mistake for over a month. They refused unless I paid additional monies. I fired them before they could finish what I paid them to do. All I asked for was a refund. ******************** advised me it was on the way. I have yet to receive my money back. 

  Links to videos (was unable to attach them due to their size) walking through a few errors Transcend Renovations made.

  Electrical walkthrough... *****************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Cabinet Install video... **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************;
  
  Sincerely,
  
  **********************

  Customer response

  06/16/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

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