Design to Reflect

This was a very unfortunate project. This client hired us to design in two different phases. First phase was the actual remodel and specification phase. She paid us a NON REFUNDABLE retainer to execute this phase. We did drawings, selected materials and spent a lot of time in doing so. Half way through the project she decided she could do all the work herself and then asked for a retainer back. After months and many hours working on this, her retainer she asked for was non refundable in which she signed a contract and agreed to. We are VERY clear in this process and felt that we had done all the work she asked of us up until this point. Our time, like many other professional trades, we charge a retainer for this exact reason. We always take feedback and I am sure there are areas for us to improve. We value and trust our clients. Sometimes, you cant always win and nothing you do or say will make the client happy.