Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
we hired D&W to do some remodeling work done in our house on July 19th 2023, We gave them A $20000 deposit. On November 7 They informed us that the price went up $9000 . we Asked for our deposit back. They assured us that they would refund our deposit. My wife has been in contact with Wendy , The wife and co owner .She keeps promising they would refund our money . As of today January 15 2024 we have recieved no Refund
Business response
02/01/2024
We are in the process of getting the refund to the client. We had and have full intention of refunding the client in full for the $20,000 deposit on the project that was cancelled. We never have and never will take money from a client that is not ours. The refund will be in the form of a cashiers check or checks so that there is no issues or concerns with the validity of the payment. We apologize for the error that was made on the estimate that caused the project to be cancelled. This is a client we have worked with in the past and they are great people. We understand their frustration with the situation and know they have been patient. We are working on getting the deposit refunded too them ASAP. We are receiving refunds on some of the parts the were ordered and cancelled. We will continue to keep the client updated as to the status of the refund. We told them that if we had to send them a couple of checks as it became available that is what we will do. All we can do is apologize for the error and the delay and state that yes they will receive a full refund of $20,000.Customer response
03/15/2024
Have have yet to receive any response or payment from D&W. We feel the step is to go to court. We have tried to except payments, even asked for other quote for a different project.We put the deposit down in July 2023. Then in October they said that the job was under quoted.Told us they would refund the deposit.Than would pay when they receive refund for products bought.They say they have received some funds but we have not.Its going on the sixth month.How much longer does it take to refund our money?
Business response
04/05/2024
The client has been refunded $5000.
Another $5000 is going out next week.
The full refund plus an extra $1000 for the delay.
We are not disputing this in anyway and client will be paid in full.
Not refunding the client was never happening.
I will keep the BBB informed of all refunds paid until paid in full.
Customer response
04/11/2024
We have no problem with D&W plans for refund payments. Thank you for the extra 1,000 for the inconvenience.**** *********
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.