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We had a difference of opinion of services rendered:
As I gave an overview of my issue to Buildzoom and for them to indicate "premium payments are non-refundable after services are rendered" does lead me to believe that you had a better understanding of my "services" from BuildZoom. That is where we differ, because they did not fully deliver services as described in our project scope.
I had a choice of two other companies and chose your firm based on feedback, customer reviews, fact checking and my first interaction with *. After being punted from * to * team I still felt they understood my highest priority which was to get through the process in 45 days. They assured me that they could get that completed. Then they punted me to * and things didn't go so well with meeting with firms that your company recommended and provided. As stated before, Buildzoom did not do a good job of making sure those virtual meetings occurred on time and the quotes submitted for review and comparisons. I had the timeline of 45 days because I was very clear this was my top priority. Well we had reached 60 day at this point while she was trying to schedule firms and not showing up to begin those meetings and it was 1-2 weeks in-between those meetings being scheduled. I did complain to Trent several times about my timeline. At this point I went to the loan agent to extend my loan application. They agreed to give me 120 days but I told Buildzoom we have another 30 days. Which means you had a total of 90 days to get what we agree on earlier. Buildzoom did not meet that timeline either.
We only had one construction firm that submitted a legitimate proposal. We felt we had to go with that one just to get be able to meet the loan timeline. By the time we got that completed we had only 2 weeks left to complete the load paperwork and was told then that we needed to prequalify again; of which I could not produce paystubs because of my retirement. I would have redo a whole other process to get qualified again. We were so disappointed.
*Personal information redacted by admin
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Hi Paul,
Our team was actively in touch with you over many emails back and forth with you over 6 months ago now. The last email we sent indicated on our end how we did complete all items in your project scope including sourcing contractors, bid revisions, and contract administration. We did not hear back from you after sending this email. For ease of access, I will outline again our response to you to try and clarify where we stand in your specific case.
One of our project managers thoroughly reviewed the calls we had with you and did not come across any specific instance of our reps providing a promise or guarantee that we would be able to complete this project on a 45,60, or 90 day timeline. We always hear out our customers and their specific requirements, and mention that we can always try to accommodate their preferences, however, this specifically is heavily reliant on the contractors we source and their timelines and availability. This also depends on where the property owner is at in their pre-construction process. In this case, we needed to get your plans completed for your specific lot.
Your payment for our premium service was for the work done to source and find you a contractor to complete your project, which we did. Our team reached out to 11 contractors in your area, with 1 ending up bidding. The contractors in BuildZoom's database are not employed by BuildZoom and therefore, we are unable to control how and when they conduct their own business practice. Looking back through some of our conversations throughout the project, the team clearly indicated to each other the timeline you were on. If there was no mention or no clear communication about this, I can see your side to this dispute. However, we showed consistency in our urge to get this project over the finish line. Our team was persistent in following up with unresponsive contractors in an attempt to speed things up. Furthermore, there were no stamped completed designs when we first began working on your project, which naturally added an additional layer of difficulty to accomplish this project by your deadline. To recap, this project in full, required designs to be curated and permitted, followed by our contractor bidding process.
All of this said, we did enjoy working with you, and again, if not already done, would recommend refreshing your lending with the institution you were previously working with. Also if you would like another recommendation, we suggest our clients contacting US Bank Home Mortgage (we provided you the contact info in the email).