Complaints

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• Initial Complaint

  Date:10/04/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 entered into a contract with Benchmark Designs LLC on 11/25/2023 to provide architectural designs and stamped engineering plans for a home addition project. The project cost $3550 split into two items: $2700 for permit-ready architecture plans, $850 for an engineer's stamp of approval.The nature of the complaint is primarily related to structurally incorrect designs, but I will supplement that complaint with other examples of poor quality of service.Primary issue:I hired a builder in July of 2024 to complete the construction of the home addition project as specified by the plans provided by Benchmark Designs LLC. Construction started mid-September 2024, wherein the builder and I discovered several issues with the plan. The primary issue I would like compensation for is in relation to the roof rafters. Due to incorrect measurements and structural designs, the drawings of the rafters provided would not have been within code to support the roof. I reached out to Benchmark Designs LLC and his engineer to resolve the issue, and they told my builder the designs were wrong and would require significant additional material and labor, costing $2750. My builder billed this to me, but I believe Benchmark Designs LLC should pay this or refund the service provided for unsafe and incorrect designs. Benchmark Designs LLC has not responded to me about resolving this dispute.Supplemental service-quality issues:The estimated completion date--provided by Benchmark Designs LLC--of the project was 12/20/2023. The project was split into three phases, plus the engineering sign-offs, all of which were to be completed close to said date. Phase one did not complete until 12/27/2024, and the designs were not delivered until 4/26/2024--five months after the projected end date and five times longer than the expected project length. Additionally, items agreed upon were missing from the final designs. There were also discrepancies of materials for the "same" items from page to page.

  Business Response

  Date: 10/16/2024

  We received a email from the client that his builder requested assistants which we provided. I notified the engineer of the structural issue and with his approval the change was adjusted, and the builder confirmed the change. The issue was not visible at my time of inspection without climbing thru and crawl space attic full of insulation. As noted on the construction plans, owner/builder to confirm all existing conditions prior to the work, we never received any notification that the project had started until there was an issue which was addressed and resolved very quickly. The client appears not to be aware of unforeseen conditions that exist. 

  Customer Answer

  Date: 10/17/2024

  Hi,

  I have attached the email correspondence I had about providing attic access to the architect.

  He initially requested attic access. I replied that I would "make sure [he has] access", but warned him that the attic did not have a catwalk and had blown-in insulation. Despite these conditions, attic access has not been an issue for other contractors in the past, but I wanted him to know the situation so he could be prepared. He told me, "don't open the attic" in response. He did not tell me that lack of access to the attic would cause any problems and why he wanted access in the first place. I'm not a specialist here and believe I should have been better informed of the risks associated with him not seeing it. If I had known these risks, I would have insisted he looks at the attic.

  I am seeking the opinion of BBB on this because I want to know if I am making a mistake here. I believe I was not adequately informed of the risks of him not accessing the attic, and as a result, I had to cover nearly $3000 in change orders that could have been avoided.

  If I don't have justification in my complaint, I will drop it, but I believe I did not have enough information to understand the risks.

  Again, communication was a problem for Benchmark Designs throughout the process and I believe this lack of communication demonstrates another example of not providing me enough information to make an informed decision.

  Business Response

  Date: 10/25/2024

  Please see attached (General Information Plan, (S-06). 

  GENERAL INFORMATION:

  #4. OWNER/CONTRACTOR TO CONFIRM AND VERIFY ALL SIZES AND MEASUREMENTS PRIOR TO MATERIAL ORDERING AND CONSTRUCTION VERIFY ALL EXISTING CONDITIONS TO MAINTAIN BUILDING CODE AND COMPLIANCE AND SAFETY.

  STRUCTURAL WORK:

  #1. Dimensions shown on these plans are normal. Contractor shall field verify

  Due to the existing hidden conditions, it appears no one notified Benchmark Designs until after the fact. We were informed

  by the contractor of the issue, the engineer was brought into the communication with me and the issue was resolved.

   

  Thank you,

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

  Benchmark Designs

  Business Response

  Date: 10/25/2024

  Please see attached document with owner/contractor to verify prior to construction.

   

  Thank you,

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

  benchmark designs, LLC

  Customer Answer

  Date: 11/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and seek no further action in regards to this complaint.
  
  Sincerely,
  
  ***** ********