COMPLAINT: Anne Wilson, Westport, Conn.

"Land Masters was supposed to design a rear entry to my house with detailed scale drawings, create a master design for the patio and backyard, and alter any design elements to follow town planning and zoning standards. I met with two employees and gave them a $2,500 check. They stated they would get back with me with initial plans and ideas within two weeks.

"When I called after two weeks, they told me they were 'swamped.' When I still didn't hear from them, I called their office and said I wanted my money back.

"I then sent a certified letter to the business demanding the return of my money. Land Masters responded with, 'The amount of time to formulate ideas, designs, sketches and drawings far exceeds the retainer we received from you at this point.'"

DESIRED RESOLUTION: "I want a $2,500 refund."

RESPONSE: Ashley Cappiello, director of operations, Land Masters, New Haven, Conn.

"The member claims our company didn't fulfill our contract and ignored her demands for a refund. However, that claim is clearly not based in fact.

"Prior to this situation, our head designer met and corresponded with the member. After several hours were invested, the member signed a contract with us. We notified the member we completed the designs. The designer was unavailable to meet with her for approximately 10 days.

"Altogether, we attempted three times to schedule an appointment with the member. She repeatedly ignored our offers. We completed the work the member requested. She never chose to review the designs, so it doesn't entitle her to a refund."

STATUS: Stalemate