ComplaintsforArchway Home Remodeling

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company to remodel my bathroom. The manager sent a list of materials to have us choose from. I chose the desired products. After the job was completed, I realized the price of all the materials was significantly higher than the price at the store. The manager was simply buying the materials from *********** When I called to ask about the purchase price, the manager told me it was final and nothing could be done. I simply said all I wanted was a copy of the invoice for the material purchases. She stopped replying to my emails. I contacted the owner ***** who stated he would get me the information I was looking for. He then stopped replying to calls or text messages. I am seeking a refund in the amount I was overcharged. I also stated by water pressure was now horrible and was told they would look into it but have not responded to any calls, emails, or text messages.

  

  Business response

  02/07/2024

  To whom it may concern:
  
  
  We are in receipt of your complaint from ********************************* and our response is as follows.
  
  We presented a proposal to Mr. and ******************** in which our quote was not inclusive of the components of the bathroom and were specific that they were additional to the price.  
  
  Upon their acceptance of the proposal, we entered into an Agreement and for their convenience  added a budget for the materials due to them qualifying for financing,  but they were never limited to find the products themselves.  They proceeded to sign the financing documents to secure the funds before we started the project for the amount of: .  
  
  Attached is an email in which they picked materials from our items and therefore agreed on the listed price.  We cannot control what the stores charge and whether they choose to have items on sale occasionally or not.  
  
  Throughout the work there was an issue with the tub.  The tub they ordered was 16" in height but was damaged and we had to purchase another one, that also was damaged and we had to return it.  Attached is an email in which we proposed a third option that was readily available and it was 15 3/4" instead of the 16" originally selected.  The customer agreed to it and when we started to install it he realized it was too small for him and we proceeded to purchase a 4th tub.  Because the third tub had been installed the store would not accept the return so we absorbed the cost of tub and only charged him for the tub installed.  The list of materials shows the applied credit. This is just to show that we have made attemps in every way to make our client happy. 
  
  At the end of the project Mr. and ******************** were presented with a final list  where the purchased material total was under the set budget.  There was also additional work done for which there is a signed amendment attached so a modification was made to the financing paperwork, for which they resigned - agreeing once again on the amounts. 
  
  The work was completed, the costs were approved and the loan was funded.  Revising the costs of materials after all has been agreed upon is unfair as it is clear with the email exchanges that Mr. and ******************** had a clear understanding of the pricing and proceeded to sign and acknowledge their acceptance.  
  
  Without any admission of liability and in good faith, ******************** was given a $344 **** gift card to settle this matter.  
  
  In regards to the second item of Mr. ************************** within a few days from completion ******************** asked if we would look at the water pressure in the shower faucet and our ******* was out within the same week to look at it.   We checked and adjusted the showerhead and ********************* was pleased when we left.
  
  
  We are a reputable company and have always delivered quality products and workmanship.  Attached are pictures of the completed work as well.  

  Customer response

  02/13/2024

   
  Complaint: 21216823
  
  I am rejecting this response because:

  I deserve an apology for the company's response.  I did nothing wrong.  Making excuses for overcharging me is not what I was expecting to read.

  You obviously don't understand tub sizes.  Your response on here and in a previous email confirms this.  My original tub had an overall height of 21 inches and a water depth level of 16.  You stated to me that the second tub was only 1 inch less.  I called you to confirm the water depth level was only 1 inch less to which you confirmed yes.   I came home to find a tub installed with an overall height of 15 inches and a water depth level of 9 inches (a 6 inch difference).  

  Just because I financed with you does not give you the right to charge me inflated prices for materials.  Based on your explanation, are you saying that if the prices were actually higher than the original quote you wouldn't have charged me the difference?? You did not give me a budget... I could have spent as much or as little as I wanted.  I went through you because I believed in good faith you were honest.  I was wrong. So if I was paying cash would you have charged me the actual cost??

  I have NOT received the invoices for the prices paid for the materials.  You originally simply stated the overall price without specifying the price paid.  

  You insulted me and blamed me for your incompetence.  And your email today apologizing for the inconvenience without admitting fault is just not good enough. 

  My complaint was being overcharged and you decided to comment on other issues which were of no fault of mine.  And apologizing today in an email without admitting fault is not good enough.  You decided to open that door again.  You made the mistake, not me.  

  And this is why I rejected your response.  I am once again requesting the invoices of all materials purchased emailed to me.  I did receive the **** card but did not receive the invoices and/or receipts.

  
  Sincerely,
  
  *****************************

  

  Business response

  03/04/2024

  Our intent is to resolve this matter and we feel that we have.  An apology was given to Mr. ******** via telephone by our owner, *****************************, who has spoken to him a few times after messages were left on his personal telephone.  And also a written apology was part of our response. 

  We were very clear with Mr. ******** with the pricing and product descriptions.  His acceptance of the items confirms the approval of the price and there is really nothing further to discuss there. Furthermore, ******************** admits to accepting a gift card in the difference of the current material prices vs what he paid as we really wanted to put an end to this issue.  . 

  Please know that we really wish that Mr. and Ms. ******** enjoy their bathroom and apologize for the inconvenience but there is truly nothing more we can do. 

  Customer response

  03/04/2024

   
  Complaint: 21216823
  
  I am rejecting this response because:
  
  I still have not received the receipts from the materials purchased to my email. Of course I accepted the gift card. Why wouldnt I? Why are you not sending me what you actually paid for materials? Do you do this to every customer? Do you overcharge every customer? And then keep the extra money? 
  

  Once again, I am requesting the actual price paid for all materials. Not your made up number that you overcharged me with. 

  
  Sincerely,
  
  *****************************

*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. ↩