ComplaintsforTranscend Renovations, LLC

Prior to my first response to these allegations, I called into the BBB for advice on how to move forward. This customer and this case are still under investigation by the company I was doing the work for. I understood that the time sensitivity of the situation required immediate action. At the same time, after having spoken to this customer, my employer, and the countertop fabricator Ms ******* hired, I knew any response would add fuel to a highly combustible situation and probably send the customer deeper into the on going mud slinging. 

My employer and the customer's selected countertop fabricator (******) have both reached out to me to let me know this customer has also lashed out at them and is very difficult to work with. Cabinets To Go and Installed Right representatives let me know that the customer is trying to get the cabinets for free also. The countertop fabricator Ms ******* hired, called me to let me know that she refused to pay him and kept trying to get reductions in the price even though he had already given her the best discount he could and they agreed on price prior to the work having been done. This is one of the same tactics she tried with me. She held on to the money long after his services were rendered, just as she would have with me had I not asked for up front payment . Ms ******* will not hear reason or be fair about the situation to any degree. Unless it results in her getting all products and services for free. Outside of the materials being delayed due to the selected cabinets and Logistics of the company, Ms ******* created further delays by pushing the install date back several weeks at a time, on multiple occasions. The customer did disclose that she worked for an airline and was out of the country often. During our early conversation, I let it be known that I would do my best to fit into her schedule based on our availability at the time. The customer blames me for material delays and other things beyond my control. Please review the attachments and see this situation from a different perspective. The BBB platform only allows four to five attachments at a time. I'm happy to provide nearly 35 if allowed. It is not my intention to turn this into a novel, but there is a lot to unpack with this situation. I'll do my best to keep it simple and stick to the point. I do not seek to agitate things further or insult the customer], though those methods are being used against me.

In this industry, out of 100 customers we expect that at least a few of them will try to cheat the system by unscrupulously obtaining products/services for free. We also are well aware that not all contractors do their best to provide quality customer service. We work to be a step aside from both. This is why I created Transcend Renovations LLC. We are a small company that partners with larger companies and specialists to complete a variety of tasks and renovation projects. We are consistently taking training to improve ourself and the relationship with our partners. When I go into a customer's home, I introduce myself as a Project Manager. This is my title and capacity while working on site. Other business owners and years of experience have taught me that it is detrimental to introduce myself as the Owner when I walk into a customer's home. Among other things, it often makes me a target for manipulators. I also do not put my home address/home office on the internet for scammers and opportunist to pray on. I use the business mailing address, as is within my right. To that point, though I have never spoken to this customer about my personal life or the infrastructure of the company. This person has gone above and beyond to cheat the system. ******************** Agreement was terminated early though several of the services were rendered prior. I am happy to provide the signed service agreement and images of those things that are complete, as well as the correspondences that have led up to now. When I completed the service call with the electrician that Ms ******* requested a quote from, he mentioned that the lighting system had some redundancies and couldn't be done the way she wanted so he had to add in some additional wire runs for it to operate properly. This is why he gave the price of $500. I was there the entire assessment. Together, we went over every aspect of what the customer was requesting. He agreed that there are simpler lighting systems that would have accomplished the very same result. Simpler doesn't aways mean lower in quality. The system she chose just had redundancies that inflated the cost because they complicated the process. They didn't optimize functionality at all. As it relates to electrical, the outlets installed were tested and inspected upon completion. The customer also ensure they were working properly before we left the site that day. On top of that, during the assessment with her electrician (nearly a month later), he used the outlet as well. This customer is saying she had these different people come in and test things and move things around in an attempt to inflate the refund amount. When I handed Miss ******* the check for $125 as a refund for the electrical portion of the work, she stated she would accept it, but would not cash it until she found out how much more it was going to cost to have another contractor come out. We don't control what other people charge. Customer and I had this conversation before she ever signed the service agreement. It was understood and it is in writing that we do not cover the cost of other contractors. And it voids the warranty when the customer or other contractors manipulate work we have done.

The customer said that the sink was not installed, in the attached image, one can clearly see the sink is installed. The customer claimed that the k**** were crooked, and she put a level up against it showing that it is straight . The replacement parts for the item that came in defective and the glass door that we had to replace arrived and my team went to the warehouse to pick it up. We were set to complete the installation for the customer. She declined to have us come out and install the faucet and door. When it came time for the refund that was due, it was done promptly and professionally. When my teammate accidentally drilled the hole in the wrong place, the replacement part was ordered promptly and professionally. I have done everything I can to resolve any issue that came up with professionalism and common courtesy. I am grateful to have had this experience, it has been an eye-opening one to grow on. I wish the best for this customer. This is far longer than I anticipated, but hopefully I have addressed each point. Thank you for your time and attention. Let me know if any further information is needed.