Last summer, we were referred to Binns for a bathroom renovation. We initially met with a designer in our home. We felt confident that he understood our budget for this endeavour. He assured us that he could design a bathroom that could fit within our budget. After a number of meetings, we felt confident that the designer understood and agreed that our design needs could be met within our budget. So, we paid a ‘Design Fee’ (retainer) of $2,500.00, based on ‘birds-eye’ concept designs and his verbal quote.
Over the next month, we met with him a number of times to make design decisions with us always asking about costs to stay within the budget. The following month, we met with him and discussed the quote, but we were very surprised to find that we were looking at a quote of $55,000 to $60,000. He informed us that because of choices we made in materials, fixtures, etc. that costs had escalated, which we could not understand as we had been so mindful of keeping costs down (despite considering a more expensive fixture line). We then made significant adjustments to some of the designs we had previously chosen. We left disappointed that things were changing.
In October, the designer presented the final quote to us. What we received was a one-page ‘Project Quotation’ which was almost $7,000.00 over budget (even after taking off a custom wardrobe). Moreover, another quote, which included pricing for alternate fixtures, turned out to be almost $10,000.00 over budget. We were not impressed, stating that we could not understand why the quotes were so far above budget (even considering the alternate fixtures).
We were quite frustrated. We explained that regardless of a change in the fixtures, the costs for this project had continued to escalate, and it appeared that little consideration on the designer's part was given to our budget. We stated that we were concerned that he had misled us about the projected costs for this project. We also stated that we would have expected him to offer us suggestions and design ideas that would keep us within out budget. He said that he would not be doing his job if he didn’t present us with all the options. We disagreed. We informed him that we had decisions to make and that we would be in touch. Not surprisingly, we did not hear from him again.
Although we appreciated the time the designer spent with us, we felt that the final quotes did not reflect the price or design aspects we had discussed at our first meeting. The designer had told us that he could complete our renovations within our budget. In reality, had we known that the designer was going to present a quote to us approximately $20,000. over budget, we would not have paid the design fee. The biggest frustration of all is that the designer has denied telling us that he could complete the renovation for $40,000.00 at our first meeting. He stated that “sometimes clients hear what they want to hear” and they think things are said. This was incredibly insulting to us as there was another person in the room who heard what he said when we first met to discuss the project.
Our frustration lay on various levels. First, we do not understand how a company can give an estimate that is obviously so far from a final quote and consider this to be an acceptable way to conduct business. Furthermore, the high cost of the design fee certainly puts pressure on clients to continue with the process, despite having reservations as it is difficult to walk away from $2,500.00, which we ultimately did. To walk away was a painful experience, and we felt that the true lack of transparency of the process and being told that we were mistaken about the costs by being told that “sometimes clients hear what they want to hear” was unprofessional on the designer’s part. That was the breaking point for us! We did not appreciate being accused of being untruthful and him denying what he did, in fact, say.
As per our request, one of the owners did contact us. However, after a lengthy conversation, he was not 'satisfied' that our recount of the events was accurate. He sided with the designer (a relative of his), the designer's version of the events, and he believed that they had done their job for the design fee. When asked about why his company did not provide more comprehensive quotes to clients before they pay the design fee, he stated that they chose not to do so because of the time involved in preparing a quote that might not lead to a purchase. He also made no effort to seek any sort of reconciliation (we requested at least half of the $2,500.00 back).
We informed him that this type of customer service needed to be shared with other potential clients – to warn them of Binns’ business practices. He said that he had no problem with that, as long as it was the truth, which it is!