Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***********************, owner of MERE DESIGNS, charged us $5,041.65 in July 2023 to repair our patio. The work lis still not finished in May 2024. As is, the patio is unsightly and painful to walk on without shoes. MERE DESIGNS admits the job is incomplete and unacceptable as is. Now she wants to charge us an additional $2,500 to try to fix it. MERE DESIGNS has proven to be unreliable and totally unprepared to do a job they contracted to do. We do not want to continue to do business with them but we need our patio fixed. We have asked for a refund and are willing to take a partial amount, but we have been stonewalled. We are sorry we *** hired this company. The email we have for the company is: ******************************************

  Business Response

  Date: 05/13/2024

  To whom it may concern, 

  We have been working with Mr. and ***************** for their patio project. They originally wanted the same material that was on the surface before but to freshen it up. Our original recommendation was to install tile or travertine but the homeowners decided to reinstall the pebbles. After purchasing several materials that seemed to be accurate, when we opened them on site, they were not. I spoke with the Lowes manager since this was a product that they previously carried. Luckily, we were able to locate Gravel Loc which is identical to the original surface. 

   

  Unbeknownst to us, we later learned that ***************** suffers from a peripheral vision condition that allows her sense of touch to be hyper focused and she likes to walk barefoot. She was chiseling the stones out of the patio. In efforts to reinstall them and add a clear coat on the entire surface, we called the manufacturer to offer guidance. They recommended to clean the surface and then add their bonding agent mixture atop of the surface to create a smooth sub straight. under their direction, we did as they recommended for their product but in a few small areas. Each area foamed up and ruined the appearance that was approved right before. Now the appearance was great, but the texture was not satisfactory to the *****************. We reminded them that the best course of action would be to use tile or travertine. They eventually agreed and tile was purchased, then we were asked to return it. This process cycled through a few times.   Our response below stands in efforts to find a resolve with this homeowner even though we have gone above and beyond. 

   

  Please see attached documents

   

   

   

   

   We are responding to the complaint ********. (******)

  Customer Answer

  Date: 05/16/2024

   
  I am rejecting this response because: We were clear with Mere Designs that we would not pay any further costs nor accept labor done by *********************** personally.  Please see the attached response for further information on the events that ensued from our perspective.