Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The construction date was approximately July 8, 2024. The amount paid to date is approximately $10,000.00, nearly the total amount for the project. The written proposal committed to providing Permits.Processing Fees, Remove/Replace wall tile and drywall, Install and hook up: acrylic tub with shower fixtures, floor tile, replace ceiling lighting and GFI outlet/switch, toilet, vanity/counter, sink/fixtures, required plumbing, and drywall and ceiling Textured Skimcoating.The dispute is that a corner on the tub was damaged. I took a photo of the damaged area on July 10 and text messaged the site manager the photo and requested the tub be replaced. I was out of state visiting family. I did not get a reply. I sent another text July 11 requesting after the new tub is installed to send photos of the installation for my approval before wall tile is installed. AMBRY installed the wall tile anyway, contrary to my request. AMBRY could not answer the question if it was delivered damaged or if damaged on install. The company made excuses and theories of how the damage could have happened to release them from any fault. I told them I was not going to pay for a damaged tub regardless of manufacturer or company warranties. I unwillingly accepted the warranties but still postponed any further work on the remodel as I am not completely satisfied with a damaged tub. At this point we are at an impasse on completing the project. The business still has not resolved the problem to my satisfaction. I believe I am being unfairly taken advantage of. The AMBRY website states "Our experienced team will guide you step-by-step through the process ensuring your complete satisfaction!" AMBRY is resisting and being unreasonable with replacing the damaged tub. All I want is the damaged acrylic tub replaced so the project can be completed and I have peace of mind knowing the job is done right without any future residual destruction to my home due to a damaged tub.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I met with Ambry Design's salesperson, ****, sometime around September 2023. We are very dismayed and disappointed that despite our giving him a firm budget, he requested $2,000 and then consistently provided us with proposals 5,000 - $7,000 over our firm budget after taking our hard-earned money.Each time we received a proposal, the plumbing and electrical work quoted for our project was 4 times the amount of other proposals we received from other design contractors. The estimate for the plumbing & electrical was more than half the cost of cabinets and materials, leaving very little money to complete the entire renovation project for our owners suite bathroom. When I emailed the owner to resolve this issue, the owner *** attempted to sell me a closet design and made no attempt to refund the $2,000 we paid upfront. We had no choice but to contact the Better Business Bureau to ask that they intervene to get *** and Ambry Design to refund our money. Thank you.

  Business response

  02/29/2024

  We have reached out to our client numerous times to attempt to improve their experience with us by providing them with solutions ethical for all sides for the non refundable contract they have signed with us.

  We are here to help any way we can!

   

  FEB 22, 2024

  Hi ******, 

  
  First and foremost, I want to sincerely thank you again for taking my call and bringing your concerns to our attention. It's crucial for us to hear directly from our clients about any aspect of our service that didn't meet their expectations. We take your feedback very seriously.
  
  
  I understand that the heart of your dissatisfaction stems from the project estimate exceeding the expectation you had.  Its important for us to clarify that the initial proposal was indeed crafted within the preliminary budget provided. However, as we moved forward,  the selections you made and the designs you chose had a high impact on the overall cost. I'd also like to emphasize that while our workers may not be the cheapest in the market, they are certainly not the most expensive either. We pride ourselves on paying our team well for the excellent and high-quality work they deliver. Our pricing reflects the value and craftsmanship we bring to every project. Like you mentioned on the phone you contracted someone for $35,000 - this is much higher than the budget proposed on our side in the Design Agreement you signed. We can help you fully compare to be assured you are not overpaying for something that you shouldn't.
  
  
  I genuinely wish we had the opportunity to discuss these concerns earlier. As a family business, our priority is to ensure we handle any issues personally and transparently. Before responding publicly to your review, I felt it was essential to speak with you directly.
  
  Regarding the Design Agreement fee, I want to clarify that it covers the extensive work done by our team, including the billable hours spent by our designer (12 hrs) estimator (2hrs), drafter (2hr), project manager (3hrs) and superintendent (3hrs), among others. That's about 22hrs per $90 per hour which reflects  the 2k for the *** We've prepared and given you all the deliverables such as the drawings, estimates, measurements, and plans. **** did all the shopping and prepared a selection schedule that you can go buy everything if you wanted by yourself- to be the most cost effective way. Because of the resources already dedicated, this fee isn't refundable, but it reflects the value of the work delivered.
  
  I am committed to finding a fair resolution that works for both of us. I understand that you will not be moving forward with the initial project, but **** mentioned your interest in custom closets. With our in-house manufacturing capabilities, Im confident we can offer significant discounts or credits towards closet or another project. While the design agreement fee is fixed, incorporating it into a larger project allows us more flexibility to adjust costs in your favor.
  
  Id love to hear your thoughts on this and discuss how we might still provide value to you. Its important to us that we resolve this in a way that acknowledges your experience and also showcases the commitment we have to our clients satisfaction.
  
  Looking forward to finding a solution together.
  
  Wishing you a great day ahead, and I hope to hear from you soon!

   

  FEB 28, 2024

  Hi ******,
  
  
  I want to reach out to you once more to assist the best I can, before I respond publicly to your negative review and bbb complaint.  
  
  
  I am committed to finding a solution that we can all agree on.
  
  
  As mentioned in the previous email the Design Agreement signed is for deliverables and billable hours which were both given and accomplished.
  
  
  In order to somehow help improve your experience and at the same time be the most fair and ethical way for all I can go ahead and credit back half of ****'s 12 hours that he spent on providing your deliverables. 
  
  
  Please let me know as soon as possible if you would like a check of $540 issued to you immediately from bookkeeping so I can process your request.
  
  
  Please remember my offer will always be available for ANYTHING you may need from us, it will be deeply discounted and credited. We are a cabinet and closet factory, many other companies and contractors purchase the cabinets and closets from us in order to sell to the public. We are always happy to help with any cost effective but functional designs for your closet!

  I hope to hear from you soon!

  Have a great day!

  Customer response

  03/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to refund $540 immediately is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 14*****, we went into a contract for a kitchen remodel with Ambry construction. We gave them a deposit of $13483.26. As per our contract the entire remodel has a completion time of ***** weeks. The whole project should have been completed by Dec 14 *****, give or take..our first install date was Dec 14, that didnt work out due to Ambry not coordinating with other aspects of job.. December 27, 2022 our entire kitchen has been removed , on January 9th, cabinets came to be installed, wrong cabinets were delivered , not cabinets I ordered. .not the color or quality of cabinet I ordered .. it was a switch and bate for sure.. Ambry admitted cabinets were unacceptable we gave Ambry ample opportunity to fix the problem. And they said it would be expedited, nothing has been expedited as Im still without a kitchen, apparently the Company can not produce their cabinet quality or color of their own door sample I chose and ordered.. we have already purchased all materials and appliances to match the chosen cabinetry, in which none of can be returned as its too late in the timing..nor would I even want to change ********* of colors.. this is going onto 8 months.. the cabinet co Ambry used , offered their money back ,yet Ambry refuses to give us our deposit back in full .. we have had to eat meals out , feeding a family for the past 3 or more months and that alone has brought a big expense onto us. Nonetheless, the signed completion contract is 10 to 12 weeks from September 14. We are now going into eight months of this project. with no results, they are in breach of their contract of 12 week finish time. Ambry construction has no monies involved. They will receive their investment for Cabinet order back from the cabinet company. Please help us with this as it has caused so much, stress, anxiety, and depression, to me and my family. .

  Customer response

  04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩