Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 16,2024 we met with a sales representative from Third Generation Restoration for a kitchen renovation. We specified exactly what we wanted: granite countertops, new cabinets with upper cabinets going to the ceiling, new floor, remove current exhaust fan, more electrical outlets, and a larger stove. He estimated “$20,000 on the low side to $25,000 on the high side, all in.” We agreed to the estimate. The design process involved paying $1,000 for a schematic design fee and $1,375 for Design Development. Based on the original estimate, we proceeded in good faith with the job. The designer met with us several times and the owner told us we needed to pay for Phases Two and Three (since the designer had already started it without our ok) at a cost of $2,500, not $2,375 per the agreement. We paid and moved on. Now the owner has come back with a final estimate of nearly $40,000 with us still paying for some of the materials. At no time did the designer say we were outside of the estimate. I am trying to be refunded the $2,500 we paid based on their original estimate and us making the payments based on that. The mistakes were obviously on the parts of the estimator and designer and the owner is not willing to take responsibility or to refund our money. This is a true bait and switch tactic.

  

  Business response

  10/21/2024

  Our estimating process begins with an on-site visit where we give our best guess at a ballpark price. This first price is given based on the scope of work as described at the initial walkthrough and is subject to change based on material selections, changes in the scope of work, and further due diligence on the estimator, designer and homeowner as they all work together. After a layout is defined and the full scope of work is ready to put to paper then an exact estimate can be worked up using specific material selections. This method allows the Project Manager to more properly predict the length of the project and keep the crew on schedule. It also ensures that the customer and the PM can define which parts of the project are happening at which time so that there are as few surprises and dead spaces as possible. 

  While the initial verbal estimate was lower than the final bid, the design work was completed according to the contract specifications and there were 7 total schematic designs rendered for the customer to choose from. We strive to keep an open line of communication throughout the design and remodeling process.

  Customer response

  10/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  We were given an estimate of $20-000-25,000 for kitchen renovation. We explained exactly what was needed to the estimator. There was never any discussion that the final estimate would increase based on materials chosen. When an original estimate is given with a variance of $5,000 we believed the materials selected would explain the difference in the estimate pricing. No explanation has ever been given to me about what the $5,000 variance was for. The final estimate was 40-70% higher than the original. We would have never agreed to proceed with the work if the quote was $35,000. We paid $2,500 for Design Phases II and III (after the fact that Phase III had started without our knowledge) in good faith that the original estimate would be honored. We were never told along the way while working with the designer that the items selected were outside of the original estimate.

   

  We purchased materials on our own and were expected to pay for more, which was incidentally slipped into the final estimate without telling us beforehand or us agreeing to do it.

   

  Also, in two conversations the owner admitted to me via email and phone call that the estimator had made a mistake with the estimate being that low and consequently the estimator is no longer doing that job. The mistake is on the part of the company, not us.

   

  They led us on with the low original estimate. We would like to have our $2,500 that we paid returned because they should have stayed within the original estimate or notified us along the way if the final estimate would be that much higher.
  
  Regards,
  
  *** *******
  

  

  Business response

  10/30/2024

  We have submitted a refund for the overcharge in the design agreement by mail and you should be receiving it shortly. It is never our intention to be misleading in any way and we are sorry you feel this way. 

  Customer response

  11/13/2024

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  We paid for the next phase of the project ($1,375) and proceeded in good faith that the original estimate of $20,000-25,000 would be honored. When the final estimate came back at $35,000 plus, we felt like we had be hooked in by the original estimate, thus a bait and switch. We would not have continued with the project if we were given the original estimate of $35,000 plus.
  
  The owner has stated that the designer gave us 7 designs, but that is only because either the original estimator did not relay the correct information to the designer or she did not listen to what we wanted. We were very specific on the original visit with the estimator as to what we wanted done in the kitchen, as well as with the designer. And to reiterate, the owner has admitted to me verbally and in writing that the original estimate was wrong, so why should we, as the customer, have to pay for their mistake?

  
  At this point I would accept the refund of $1,375 to pay for Phase III. We did receive the designs, but we only continued with the project based on their original estimate. No one should expect to pay 40-70% over original estimate when it is the company’s admitted mistake. In actuality, this company could make a business of this practice: go in with a low original estimate, charge for various phases, and then come back with a high final estimate so the customer has no choice but to reject it. Then the company pockets the money for the planning phases.
  
  

  
  
  
  Regards,
  
  *** *******
  

  

  Business response

  11/24/2024

  I am sorry you are still dissatisfied with the design work that was completed for your kitchen remodel. You received drawings for three phases of design and all three are required in order to create a finalized quote for a project. It sounds like there was some confusion about the initial verbal ballpark price because you were anticipating a lesser amount for the total project. If there were less electric work or less custom cabinetry we could have been less in the quote but we worked with your desires to come up with the ideal scope of work and the materials for the project. Unfortunately, it costs what it costs. If you would like to proceed with us we can find a way to cap the budget and thus limit the scope of work accordingly to make sure that budget is the highest priority instead of the scope of work. 

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