Complaints

• Initial Complaint

  08/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My wife and I hired Adriana Hoyos to provide interior decoration services and to monitor construction of a new home for us in *******. We paid an extremely high amount but we anticipated a high quality of service. To say that we did not get what we bargained for is an understatement. The entire job was plagued by careless mistakes and oversights and when we confronted both Adriana Hoyos and her staff, we were continually given excuses, denials and blame on other parties, many of which were the various contractors THEY selected for various aspects of the project. I have sought remediation of the problems from the company to no avail and am looking for assistance from BBB to get the services we paid for performed properly.

  Business response

  08/07/2023

  Dear Sirs,
  
  As President of our 30+ years organization, I have carefully reviewed the claims made by ************** in his recent communication. It is evident that his assertions are highly subjective and do not align with the factual details of the work that has been undertaken by our Design Studio in *****, *******.
  
  Allow me to provide a clear and concise response to each of the points raised:
  
  1. The responsibility for the work conducted by the General Contractor, who was engaged by the client, as per our signed agreement, our organization is not accountable for the outcomes of their work.
  
  2. Similarly, any services rendered by third-party entities, hired directly by the client, are beyond our jurisdiction and explicitly stated as such in the signed agreement.
  
  3. Our *************** staff diligently secured written approvals from the clients before executing any job. Therefore, any claims regarding unauthorized actions are unfounded.
  
  4. Although any mistakes or installation issues arising from 3rd party vendors do not fall under our responsibility, we actively participated in resolving such matters in collaboration with the involved parties and client agreed in various calls but did not allow the work to be done.
  
  5. Our commitment to transparent and open communication has always been a core principle of our organization. We have maintained a consistent approach to address all concerns in a forthright manner.
  
  6. In good faith, we have willingly replaced certain materials, at our cost, with the prior written approval of the client, demonstrating our integrity and dedication to providing satisfactory solutions.
  
  7. AH DISENO INTERIOR have patiently put a lot more hours and time to the project. We have spoken to all the third-party vendors and all of them have a very good attitude to solve if any, the small imperfections that the clients might see.
  
  The values and ethical standards that underpin our organization have been fundamental to our accomplishments over time. We strongly refute the assertions made by ************** and are prepared to furnish comprehensive supporting documentation and visual evidence of all communications and completed work.
  
  In addition, I need to affirm that Mrs. *********************** well know designer and businesswoman with strong reputation, herself had 4 meetings with Mr. and ***************. She did all what was in her hands to attend the requirements even though most of them were not in the scope nor our responsibility. *************** even stated Mrs. ******************** how happy they were with the design, dcor, mill work been done that was shared by video conference.
  
  In the spirit of amicably resolving this matter, I remain open to engaging in constructive conversations.  
  
  Thanks for the attention to this matter. Please do not hesitate to contact us if any additional information is required.
  
  I am attaching pictures of the work done, which all speak for themselves.
  
  Sincerely,
  
  
  ************************* - President of AHC GROUP / ADRIANA HOYOS

   

   

  
    

  Customer response

  08/16/2023

   
  Complaint: 20405566
  
  I am rejecting this response because: 1) it continues to seek to deny responsibility for the design mistakes and flaws of the Adriana Hoyos Design Studio team (as examples i) the design flaws in master bedroom wood work and ii) selection of wrong color tile for "Wow" wall; 2) seeks to blame the general contractor, a tactic employed throughout the construction project, sometimes with merit and others lacking in any merit; 3) tries to deny responsibility for vendors entirely selected by Adriana Hoyos (such as Studio K who i) sold defective stereo and then offered some sort of partial refund after acknowledging the item was defective and ii) installed lights in kitchen that look absurd and now won't return phone calls); and 4) seeks to convince me to accept inferior and repaired work products on a new construction project. All in all, my frustrations can be summarized by sharing a comment made by ***** **** (lead member of design team) to my wife: "**** should just stop complaining and be happy with his beautiful apartment." This is example of the ridiculous and unprofessional behavior of the entire team regardless of how many years Adriana Hoyos has been conducting business, including the periods for which she was confronted with complaints in 2007 and 2012 of unlicensed work in ****************.
  
  Sincerely,
  
  *******************

  Business response

  08/29/2023

  I reject all of **************** affirmations. I invited to an amicable open conversation.
  
  Being the all the work and business relation with AHDI *** LTDA (********** Company) is based in *******, I will proceed to answer through the ********** Authorities according to the contract signed accordingly by the two parties.

  Business response

  09/05/2023

  Attached the signed contract which clearly specifies the scope of services of AHDI and third party vendors. 

   

  Customer response

  09/11/2023

   
  Complaint: 20405566
  
  I am rejecting this response because it is clear that it is a waste of time to keep disputing the facts. If ************** truly wants to have amicable discussion, I would accept their payment of the charge from the provider Madeval to provide new materials to re-do kitchen counter. With this, I would consider this closed. 
  
  Sincerely,
  
  *******************

  Customer response

  09/11/2023

  I am not surprised. I have a call with my lawyer in ***** this week to discuss and plan for dispute resolution. In the meantime, my wife and I intend to continue telling EVERYONE of the awful experience and work with Adriana Hoyos in hopes that others both in *** and ******* avoid making same mistake.

  Business response

  09/20/2023

  **************;
  The provider MADEVAL has quote the replacement of the counter top you are referring for $ ******** . In order to flip the page , and without more discussion , my company is willing to assume $ ***** . We will send a check to your name to an address in ******* under your instructions. 

  Customer response

  09/21/2023

   
  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. However, a bank transfer is far preferrable to a paper check. Here are the bank account details for my wife and my account in *******:

   

  BANCO PICHINCHA
  Cuenta Corriente
  Nombre: ***** ***********************************
  Nmero: 2100270005
  C.I./RUC: 0906618830
  

  If Adriana Hoyos will make a transfer and send me the receipt of the transfer, then my wife and I will consider this matter resolved in a satisfactory manner.

  Please advise.

  
  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. ↩