We did not have the service done. We contacted them on March 23,2016 to get an estimate, they came out and on march 30th we had the proposal. We accepted on 4/3 and asked how long this would take, he said the were 2-3 weeks out. We agreed on 4/4 to begin process. On 4/11 i emailed to see if scheduled date was set, on 4/13 they said they needed the property survey before they could get the permit, it was dropped off to them the next day. On 4/22 i emailed again, was told still in engineering, it will be soon. On 4/25 i emailed again, response was , it will be soon. on 4/26 was told the engineer had to come out, so a couple days later he came out. We were still told at this time we were on the top of the list. On 5/11 I emailed again, no response. On 5/12 emailed to see if he received my email, received email back saying it had been in permitting for awhile, they are back up in the permit office and they can't start without it.- On 5/18 I called the city permit office and found out that there was no permit filed at all. I emailed him back and told him this, I never received another email from him after that, instead i received a call from another man at the company who said that the permit was filed that day, (most likely because of my email.) I explained why i was upset, i was lied to etc. and I was very upset. He asked if the owner could call me and i said yes, please. I did not get a call for the next two days so i called the office and was told the owner was on vacation till the end of the month but i could talk to the office manage. I said fine, she said she was out but would be back in an hour or hour and a half. Several hours later i still had not received a call back so i called the office and was able to get her on the phone. She first asked me if i sent an email, I asked regarding what? she answered back not to nicely - did you send an email? I told her i have sent many emailed which one was she referring to? She said the permit was filed on the day i called the permit office, i tried to explain why i was so upset about being told it had been in permit for weeks, she didn't seem to want to hear anything i had to say. I told her i wanted to cancel my job with them and i wanted my deposit back, she was pretty flip about it and didn't seem to care one way or the other. I got a call later from another man there and he was nicer but I don't think anyone understood that i was upset over being lied to and put off for so long. I asked for the refund back again and he asked if i wanted he plans that were done, if so they would cost somewhere between $150 and $200, I told him no, i don't want them for that, i want my full refund back. That was my last contact, nearly two months from the day we accepted. I did receive my deposit back in the mail along with the plans and $200 less in my refund check. So even though i said i did not want to buy the plans, it was still deducted and sent. This could have gone whole different way if only someone had acted like they cared. I think that my job was not big job, only 4800.00 dollars and that is why i was put off for so long. I had to always do the emailing to see how it was going, no one contacted me to let me know what was going on or why the delay. If someone had said,k " I am sorry this is happening, what can we do to work this out" or Let me find out what happened and we will make it right, but NO, nothing. The office manager was flat rude . I am sorry i wasted two months that i could have had my job done, I am sorry i have to start over now, and i am sorry i had to buy plans that i did not want.