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Urban Obras - Refund from a service wasn't made

Resolvida
Achim Suedfeld
Achim Suedfeld apresentou a reclamação
7 de fevereiro 2022
I hereby express a complaint concerning business conduct of Ourban Obras, represented by Mr Carlos de Almeida Unipessoal Ltda, C/ Urban Obras located at Rua Cristovão Pinho Queimado, 48 Esc 8 Aveiro, Aveiro 3800-012.

On May 31, 2021, we asked Mr. * to offer construction works at our newly bought Quinta near Aveiro. The result would include the renovation of part of the roof, electrical services, and sanitation. Mr. Carlos made a budget proposal on June 2, 2021, worth 31,500.00 Euros, but it was unclear if VAT was included or not. This proposal described the services requested and was valid for 30 days.

We accepted the proposal after clarifying that the total amount also included VAT. Then we were lucky to hear from Mr. * that the construction work would start at the beginning of the following month, which would be July 2021, and that the blueprints would be delivered between 15 and 20 days within June. Unfortunately, the blueprints weren't sent. Although we made payment in advance of 10%, corresponding to the total amount of €31,500.00, hoping this would speed up the work.

A month later, the service had not started. We found it strange because Mr. * did not even contact us to inform us about possible delays.

End of July, we got the information that the work would go on in August. On August 18, 2021, since nothing was going on and no information was available, we asked for the project's cancelation. We kindly requested Mr. * to refund our down payment of 10%. However, on the same day, Mr. * – after a month without any communication - informed that he would start with the works on the electrical system. He agreed to our request not to open so many holes in the walls. And not destroy so much, because for us, as had been discussed with him from the beginning, we would like to keep the layout of the Quinta as original as possible, just with necessary electrical and sanitation modifications. Mr. * claimed that it would not be feasible to terminate our contract, only from his side and without any expectations for us as customers.

We countered that Urban Obras could have told us before that there were no capacities to plan and conduct the work.

Again nothing happened until August; emails and phone calls weren't answered. Then, Mr. * reacted on a phone call, informing him that he had family problems. He would hand it over to his co-worker Mrs. Monteiro. Starting with better communication, we hoped that Mr. Monteiro would now take care of the project. Unfortunately, without our consent, Mr. Monteiro's team took a big part of the electrical wiring out of the house, leaving the whole house without electricity. Besides pulling out all the cables anyway, her team broke all the antique erasers without letting us know first.

We had to get in touch with Mr. * again since his colleague Mrs. Monteiro was no longer responding to our calls. We tried to meet with Mr. * on August 24. Unfortunately, because of family reasons, Mr. * didn't show up. In the first week of October, we arranged another meeting at the farm. The day before meeting us, Mr. * asked an architect to make the measurements during that week. On the day of our meeting, he appeared at the Quinta with a master of works and the architect's plans (which, by the way, were not complete and showed some mistakes; it looked like they were made overnight). We insisted that the project with Urban bras should be canceled now because we lost complete trust in that company.

In the end, Mr. * agreed to cancel but was not willing to refund any money. We kindly asked him to present an overview of overall costs that we were ready to equalize. Though he promised to send this cost statement with the electronic version of the architects' plans, he never did.

Afterward, we tried to contact Mr. * again many times. On January 24, 2022, we got him on the phone. He said that he would reply by email about what could be done concerning refunding, but pointed out that all the money of the down paid was spent.
Esta reclamação tem um anexo privado
Data de ocorrência: 15 de junho 2021
Urban Obras
29 de março 2022
Estimado(a) Cliente.

Antes de mais, agradecemos a sua comunicação.
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