Complaints

• Initial Complaint

  05/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted Chasing Your Dreams to complete a bathroom remodel in September 2021. He provided me an estimate (around $7000) and required a deposit of $1800 to hold the date and to purchase materials (check cashed 10/18/2021). We did not set a date, but he told me that he would aim to get the project done before Thanksgiving (that didn't happen). The office manager called me the week before Christmas to see if they could do the work mid-week, but I was unable to do so on such short notice. Given that we had never set a date and after some serious reflection, I sent them an email on January 7 asking for a refund (even if only partial, minus restocking fees and so forth) since we'd never set a date and given that some circumstances had arisen that require me to put off the work for the foreseeable future. A couple of weeks went by, and his office manager called me to say that they could not give a refund because they had already purchased the materials. She wouldn't tell me what the materials were, where they were purchased, and so forth. I asked if I could have the materials and receipts. Office manager texted me about two weeks later (February 21, 2022) to say that the materials would take up five feet of space. I wrote back and asked what specific materials to expect and asked again about receipts. On March 18, 2022 the business owner emailed me to say he was out of town but would touch base with me the following week to arrange getting the materials to me. I've heard nothing from him since. I have copies of all the emails and texts and can upload them when or if you desire. To be honest, I strongly suspect they did not purchase the materials, since the office manager was elusive when I asked about them and we had never set a date. I'm contacting the BBB in hopes that a neutral third party can facilitate some communication and resolution. I don't want to take them to court. At this point, the ideal resolution to would be to have a refund.

  Business response

  05/16/2022

  ***** ***** and Chasing Your Dreams were under Contract to start a small bathroom Remodel on 1st scheduled start date 11/3/2021. We went to ***** ***** Home on 10/15/2021 to have customer go over Contract, sign Company Contract and Pick up the Non Refundable Deposit of $1,800 to hold start date and for materials which was signed by Mrs. ***** on 10/15/2021 which is attached above. We then were contacted by ***** less than 1 week before start date of 11/3/2021 to reschedule. We gladly moved multiple customers projects around to reschedule Mrs ***** for 12/16/2021. We then were contacted again for a 3rd time by Mrs. ***** on !2/15/2021 wanting to hold off until The following year due to the holidays and she stating that money was tight and would like to wait till the following year. We again rescheduled ***** project for 2/7/2022. ***** again reached out 1/15/2022 to finally cancel project due to unexpected issues in her life. I then told Mrs ***** she signed a Contract that clearly states our deposits are NON Refundable due to the majority of customers jobs being custom materials and cannot be used on another job. Even though we have this signed contract i still agreed to give her the materials i had purchased even though it is against our Company Policy to do so. We have done nothing but bend over backwards to accomadate Mrs ***** and all of her rescheduling. Mrs ***** never called us back like she stated to us to pick up the materials and this is the first time we are hearing from her since our last discussion. 

  Customer response

  05/17/2022

  There was no scheduled start date of 11/03/2021.  The contractor said he would "try to do it before Thanksgiving," but that never happened.  I contacted him several times to arrange picking up the materials and the invoices since we never did set a date, and the last I heard from him was an email dated 03/18/2022 saying he was out of town and would contact me "the middle of next week" to arrange pickup.  I never heard from the company again, and since so much time went by between our contacts I gave up and contacted the BBB.  I am attaching several emails that contradict what the contractor said in his response to you.

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

  Business response

  05/19/2022

  5.19.2022, BBB received a phone call from Jenny C*****. She said she has the special order materials purchased and is waiting for consumer to contact her with a date and time consumer can come pick up materials. Business is not in agreement with consumer's request for an itemized receipt for materials purchased. 

*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. ↩