ROOS KITCHENS AND BATH DESIGN STUDIO

"This is our response to the members regarding their disappointment in their Kitchen Designs that we presented to them on June 19, 2007. The measurement fee was $200.00 and the design fee was $750.00, not $950.00, which they wanted to be refunded in full. We have declined because of the valuable time invested in this project. Usually our design fee is a minimum of $1,000.00, which was mentioned at the time of our measure. They presented us with a drawing to guide us with their kitchen space to design. We took photos, notes and our own measurements of the kitchen and adjoining rooms because of walls being removed. At their first presentation in our studio we went over three different layouts, not just one, of cabinets and appliances. During the presentation we thought that it went well according to their comments and because they continued to talk to us for another hour about colors, countertops, etc. Therefore, we had no idea of their disappointment until we received the complaint letter! After they reviewed and chose one of the designs, they were to get back to us with their changes, comments, etc.; so that we could provide them with electrical layout and cabinet specifications to proceed with a second presentation. In closing, we have been in business for 35 years in Howard County, Maryland, designed/installed kitchens in two Decorator Show Houses 2005 & 2006 and more than one-third of our business is with repeat customers!"