Bathroom Design, Bathroom Remodeling, Historic Building Conservation, Home Additions, Kitchen Design, Kitchen Remodeling, Lighting Design, Furniture Specification & Procuerment, Custom Cabinetry, Fixture and Finish Specification, Interior Design, Construction Management, Window Coverings
Altadena, La Canada Flintridge, Los Angeles, Pasadena, San Marino, South Pasadena, Newport Beach, Santa Barbara, Costa Mesa, Huntington Beach, Laguna Beach, Laguna Niguel, Los Angeles - Westside
I regret that you are unhappy with your experience and that you have gone to the extent of providing us with a one star review. I stepped into your construction project, which was already well underway, in an effort to assist you. I certainly enjoyed working with you and Arya and hope that you benefitted from our services, which included:
- Assisting you in every way we could with your remodel project;
- Addressing your many questions relating to construction, materials and millwork;
- Assisting you with furniture layouts and finishes specification;
- Shopping with you for fixtures, fabrics and furnishings;
- Specifying lighting, tile, fabrics and wall coverings;
- Purchasing fixtures, finishes and furnishings with our trade discount;
- Working within the parameters of your limited fixture and furnishings budget.
I noticed in your review that you attributed the termination of our contract to my not making an effort to meet with you. This statement is not correct. In fact, during the 12 weeks we worked together, I met with you 11 times and two of these meetings included shopping trips where I spent almost the entire day with you. Aside from this, we communicated about your project frequently via email and telephone.
As you know, the provisions of your contract called for a standard retainer that would be held by us and applied toward the balance due on your final invoice. In your email message of October 5, 2015, you made clear that you would not be paying new invoices until your retainer was applied to your outstanding fees. My assistant, my bookkeeper and I all reiterated our policy to you, which was also clearly stated in the contract that you and Arya signed at the start of our working together. When I informed you that we could not work together unless we had a retainer in place, you responded by telling us that you still considered your retainer a payment toward design fees.
Although we had this dispute in your payment of fees, I understood that we parted amicably. In fact, you had a subsequent conversation with our bookkeeper in which you stated that I was a true professional and that you held no hard feelings for my firm or for me. Additionally, following the termination of our contract, at my own expense I shipped all goods that we had ordered for you with our trade discount and even promptly answered several questions for you relating to lighting and fixtures when you emailed me.
I seek to add value to our projects by utilizing my experience and resources for my clients’ benefit. I have been in business for more than 20 years and I always try to work collaboratively with my clients with the goal of creating beautiful and functional spaces. I apologize that your experience with us was not a positive one.
Robert Frank Interiors
Pasadena, CA 91105