Complaints

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• Initial Complaint

  Date:07/15/2022

  Type:Customer Service 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.

  On March 25, 2022 we paid $2,000 to Kaiser Restorations as a down payment for their work to be completed by May 2022 for a deck to be added on the back of our home. Per their invoice (which I will attach) states, "$2,000 Deposit for deck repairs and new covered deck build". On April 7th we paid $123.93 for their guy to come out and do measurements. At this point we voiced concerns as to why the work was not being completed as per the contract it was set for May. On July 13th we received an invoice for an additional $1,516.70 for permits. We asked Kaiser Restorations to please use the $2,000 down payment towards this fee as we were a little skeptical about giving them any more money with the delays/excuses we have been given as to why work hasn't started. *** Kaiser who is the owner proceeded to tell us that our $2,000 has already been used on "permit meeting on site setting up the architect". I then asked him to please provide me with an invoice showing where/what the $2,000 was spent on, but he refused. His exact words were "That is just not happening. We are no longer interested in working with you going forward. Please read a contract before you sign it we have been over and over this stuff and I am wasting valuable time but I can devote to paying customers". Therefore, he has terminated my contract without explanation and in my eyes took $2,000. I understand that per contract this money is non refundable, but also per their contract we are required to pay this $1516.70 and I just do not feel comfortable giving them any more money. I am asking for direction on how to handle this matter. I have attached email conversations, invoice, and contracts.

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/18) */ This complaint is not accurate, the customer was charged a 10% non-refundable fee ($2,000) as per the contract. That allowed us to begin work on design, professional drawings and getting those documents submitted to Knox Co for a building permit. in laymans terms we both have skin in the game, we placed the client on the schedule and began our work. We made one attempt to turn in hand drawn drawings to the county which were turned down (this was discussed with client and an attempt to save money) At that point we hired a very reasonable architect who met with clients and drew up professional detailed plans as well as a site plane to re-submit to the county. When the customer received the invoice for those charges they asked if the $2,000 fee would go towards that invoice. It does not. It has all been explained in person as well as initialed and signed by the client. If the client would like to pay the invoice we can then move forward and submit to the county for a building permit. This has been explained to client multiple times. We cannot begin any demolition, building or boots on the ground work before we have a building permit. We will not continue to work with an argumentative client or one that does not pay their invoices. We operate with integrity, transparency in everything we do. They have been given multiple explanations on progress and invoices are very detailed. We have no control over waiting times on permits, submittals etc. The customers current invoice is for architectural plans and included a receipt directly from the architect, the charges are not for permits. Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, we were charged $2000 that was a DOWN PAYMENT towards the work of the porch, not a fee. The invoice states, "Deposit FOR deck repairs and new covered deck build". When I asked about what the $2000 was used for as we would have liked to use it to towards the balance that we owed. Kaisers response was, "It has been used the day we started working on your project. Getting plans together finding out the details about the Permit meeting on site setting up the architect all of those things began our work on your project". We then asked for this invoice showing proof of this work and that is when we got a response of "That will not happen". We are not trying to be argumentative as I believe we have a right to know where the money went and it is a legit concern. Kaiser should look at this from a customers point of view and understand why we would be hesitant to give anymore money when we are receiving responses such as these. They claim in their message to operate with transparency, but are showing no transparency in how they used the $2,000 that was given to them. When I put a down payment towards a car it is clear in the documentation that it goes towards the total amount owed on the car. The $2,000 that we gave was a down payment and not a fee just for getting on Kaiser's schedule. Getting put on Kaiser's schedule was the next steps after the down payment was paid, but that is not what the money was for. If it was for supposed administrative work, then we need a breakdown of what this work was and why it costed $2,000. Consumer Response /* (2000, 9, 2022/07/22) */ I'm not really satisfied with it but the business is being very harsh about it all and I'm just done with the drama from them. If that's the only option is "satisfied" then that's fine. Go ahead and close it out so I don't have to deal with them anymore