ComplaintsforAspire Kitchen and Baths

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I met with ***************************, the owner of Aspire Kitchen and Baths on July 13th, 2023 at his store location following a discussion via phone regarding a bathroom renovation project at an investment property I own at *********************** in Newtown, PA. I paid him on July 13th in the amount of $3090.00 as a retainer fee to hold a place on his schedule for a proposed start date of approximately May 2024. He claimed he needed this amount to hold a spot for me on his schedule since his work was in such high demand. After paying the retainer, I requested a full quote for all labor and breakdown of materials from **************** and was assured it would be forthcoming. He never provided this to me since that time. After the New Year, I gave **************** a call on January 2nd, 2024 (to which he failed to respond) and also sent him an email on January 7th, 2024 (to which he failed to appropriately respond), where I outlined my concerns regarding the lack of communication and failure to provide requested estimates for the proposed bathroom renovation at *****************************, Newtown PA **********. Based upon the lack of response and other factors I simply do not feel confident in moving forward with Aspire Kitchen and Baths on this project. As a follow up to my email and text to **************** on January 15th, 2024 (to which he also did not respond) requesting a refund, I informed him once again in writing that I will not require his services for the proposed bathroom renovation. The certified letter requesting a refund was confirmed delivery on January 19th, 2024. I am seeking assistance with receiving a full refund of the retainer paid to Aspire Kitchen and Baths on July 13th, 2023 in the amount of $3090.00 (Reference #******) as no services were rendered or scheduled nor did a sign off on or receive a full estimate or breakdown of the work to be done. Thank you in advance for your help on this matter.

  Customer response

  01/23/2024

  Hi, thanks for your note. Is it possible to remove the property address from my complaint ( ******************************, Newtown PA **********) I put it in but didn't realize it would be made public. Please let me know. Thank you in advance! 

  Business response

  02/17/2024

  On June 28, 2023, *** ******** had entered our establishment. Together we made selections pertaining to a bathroom remodeling project of his property located @ * ********* **., Newtown Pennsylvania.
  

  We discussed a scope of work, made selections pertaining to his remodeling project and talked about the schedule. On the beginning of July 20 23, *** ******** gave a $3000 payment to Aspire kitchen and baths. Of which $90 additional costs was for the credit card processing fees he had agreed upon. Our agreement was to include him in our schedule for June July, installation in the year, 2024. It was understood by *** ******** of our back load of projects. This retainer for our scheduling of his project, For the month of June and July 2024 was the extent of Aspire kitchen, and baths commitment to *** ********.
  
  As you can see, we still have 4 to 5 months to go. As like any other business, we have other clients and responsibilities that we need to meet. This is, and was the purpose of scheduling out our clients. There has not been any breach on our behalf pertaining to this. *** ******** had become impatient with a process both parties had agreed on in the first place. We offer our services. Our clients willingly participate with us in mutual agreement. We desire to participate in relationship with our clients with mutual respect and understanding.

  *** ******** had began to become demanding in a way that was not mutually agreed-upon. In January of this year, 2024. I had contracted a upper respiratory infection in combination with pneumonia. I had explained to *** ******** this reality. During this period of time, he had demanded a refund of his retainer payment and Credit card fees. Having been sick I explained that I would address his concerns once I get back into my office. He had concerns according to him, that we're not addressed in a manner that was acceptable to him.
  
  During this time, we still had plenty of time to address his concerns and resolve whatever issues he had. There was still six or more months left before our proposed start date of his project. During this time he had reached out to the Better Business Bureau to report our business. The week I was entering back into my office. That is to begin to address issues after being sick for the past month. *** ******** began to make threats and demands upon me. I had expressed to him that we could talk after he reviews my response to the Better Business Bureau. The process in which he instituted. He has also now filed with the attorney general of Pennsylvania pertaining to this matter.

  We had a mutual and common interest, and the only one in our party who had violated anything was *** ********. He had committed to a retainer and holding of a scheduled position. We have done that. We have not violated our commitment To *** ********. Upon the request by *** ******** for the refund of his $3000 retainer fee. There was never an indication on our behalf of rejecting his refund. I only indicated that once I am healthy and back in my office, we could talk about this. After he had made threats and demands, he indicated he would like us to have a amicable resolution. The only problem with that is, he was not acting in an amicable way. He was expecting us to be amicable, while at the same time performing hostilely against us. He is obviously chosen a route that is contrary to a amicable solution. This is where we are today.

  Customer response

  02/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  **************** has consistently ignored repeated requests for a refund that were sent to him by email, voicemail, by text, and by certified letter. Following our initial meeting, **************** failed to provide a summary of the materials that were picked out and I never signed off on them. He further failed to provide me with a written estimate of the cost of the project despite my request to do so during a phone call noted as per below on 8/26 from my phone records. 

  (Aug 26 3:37 PM ************ Southampton, PA Incoming, ** **). We have no contract agreement as none was ever provided and no services have been rendered.

  In my email to him dated, January 7th, I explained to him that: "Communication and trust between a contractor and client such as myself is of paramount importance to me and I am getting increasingly concerned as to the lack of communication from you regarding this project. Considering that this project will be undertaken at an investment property where I cannot be on site the entire time during the renovations, I need someone that is responsive and that I can trust to do what they say and do a good job."

  Nevertheless, he failed to reply over and over again. Here is a summary of my efforts.  I gave **************** a call on January 2nd, 2024 (to which he failed to respond) and also sent him an email on January 7th, 2024 (to which he failed to appropriately respond), where I outlined my concerns regarding the lack of communication and failure to provide requested estimates for the proposed bathroom renovation at ***********************, Newtown PA ********. I called him once again on January 12, 2024 and asked for a refund. Suddenly, he came alive, and texted me back that he was sick. I asked him to respond to my concerns by email and he failed to do so to my satisfaction again claiming he was sick. Based upon the lack of response I understandably no longer trusted **************** and did not want to move forward with Aspire Kitchen and Baths on this project. As a follow up to my email and text to **************** on January 15th, 2024 (to which he also did not respond) requesting a refund, I informed him once again in writing that I will not require his services for the proposed bathroom renovation. The certified letter requesting a refund was confirmed delivery on January 19th, 2024. He failed to respond. I contacted the Better Business Bureau and he has failed to respond to them and mocked my request for a refund. (See attached image.) As for his claim of threats, I simply informed him that should he fail to refund my money, then there are legal repercussions to such a decision. A reputable business would move forward with the refund as requested, Yet after multiple requests, **************** has essentially chosen to withhold this money from me and will not return it. If as he claims, he is not rejecting my refund, the why hasn't he simply returned it instead of playing games. As a consumer, I have rights and I am exercising these rights by filing a complaint with the Better Business Bureau and the PA Attorney General's office. None of this would have occurred had **************** simply complied with my request. His excuse of being sick is unacceptable as his wife is a partner in the business and could easily have spoken with me if he was indisposed and taken care of the refund. 

  In summary, **************** has shown a pattern of making promises that are not kept and has a result has lost my trust. My requests for a refund have been repeatedly ignored and it appears that I have made the right decision not to work with him given his unethical business practice. As I told ****************, my request is simple, refund the money that belongs to me. 

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

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