Complaints

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• Initial Complaint

  Date:02/22/2025

  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.

  On January 31st, 2025, we entered into an agreement with the understanding that a total price quote would be provided before work commenced. A $3000 deposit was paid to secure a place on their schedule for assistance with permits for a tile shower and floor remodel. I was incorrectly informed that a permit was not required for this homeowner project. I was also made aware of their history of misleading customers and leaving projects unfinished. Our verbal agreement was for me to complete the demolition and initial construction phases, requiring their assistance only with the tile installation. Upon realizing the lack of a quote and the incompatibility of their design ideas with my vision, I chose to terminate the agreement and request a refund of my deposit, as no work has yet begun. Following my request to cancel the agreement, ******* asked me to review the agreement again, noting its non-refundable nature and suggesting that the impediment to the work was my responsibility. I have reviewed the agreement several times, and I do not see any mention of a nonrefundable policy. The agreement indicates that a deposit of 50% of the total bid cost, plus materials costs, is required to secure a scheduled appointment. It subsequently details the hourly labor costs and the expenses incurred by delaying their on-site progress. They entered and photographed the bathroom, and later returned after I opened the room so they could take measurements, presumably to prepare a more accurate quote. I politely requested a refund of my deposit, offering 10% for their time, but they are now making excessive claims for time and money.

  

  Business Response

  Date: 02/27/2025

  Hello ********,

  MDX is sorry to hear about a dissatisfied customer, however we can not give away time at no cost after the amount of time our employees spent with you. Our employees spent 12 hours speaking with you and taking notes of your desired project so we could make sure you would get everything you envisioned. *** employees need to be paid half a days work. You as the customer rescheduled this project twice in which our company loses valuable time and money. In the agreed contract you signed with our company it lays out our basic fees, such as we charge $200 per man per hour. *** gave you a quote that this project would cost you between $30,000 and $50,000 for labor and materials, this giving room for any unforeseen expenses during the project. It was also discussed that we would charge around $10,000 in labor alone. You made a deposit of $3,000 to this project and are now telling our company you need the money back because you owe the government money, please refer to the invoice you received; at the bottom it states the deposit is non-refundable (I also attached a copy here to this response for your convenience). 

  Also attached to this response are the messages sent between you and our owner regarding this matter. Sorry we could not complete this project.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22977340
  
  I am rejecting this response because:

  Attached screenshots from ******* to my fiance demonstrate a single dinner visit. Charging for "dinner plans" under these circumstances is unreasonable. Further messages indicate their visit was solely to observe project progress. While a single scheduled visit was arranged, I communicated the project timeline, anticipating completion beyond one week, and they acknowledged this. Several days prior to the scheduled date, I informed them of my unavailability. Ms. ******* initiated contact to schedule a day to start work. Subsequently, I discovered an outstanding tax liability, precluding my ability to procure necessary project materials. I notified Ms. ******* of this unforeseen circumstance and proposed project postponement. I also requested a refund or, alternatively, a detailed scope of work outlining the services rendered for the $3,000 payment already received. At that juncture, Ms. ******* made unsubstantiated claims regarding a $30,000-$50,000 bathroom remodel, including an additional $10,000 for labor. My fiance and I would never have consented to that. I could foresee a complete kitchen renovation costing that much, but a remodel where I would be doing most of the work, that's an outrageous number. Many times even when signing the agreement I asked for a qoute for what they belive the total price was and they stated they wouldnt know until we got the tile. ******* sent a screen shot claiming 6 hours of work and then in the reply to my claims she all the sudden has 12 hours of work. I have video evidence of when they came to my home and I can prove that they couldn't even be bothered to bring in their own tools when stopping by. A Review of our agreement reveals no mention of a non-refundable clause. The non-refundable nature of the agreement was only indicated upon receipt of her invoice following our payment. I engaged this contractor for permit acquisition and bathroom waterproofing and tiling services. However, I discovered the contractor's inadequacy when the owner, ******* began to explain the project's limitations, but she inaccurately stated that permits would impede progress, increase costs, and are unnecessary.  I am now independently securing the required permits from the City of *********. They were unhappy to hear that this company falsely stated they were allowed to do work without ********** appears MDX will not reimburse for unperformed services; however, I trust the Better Business Bureau will recognize this company's lack of reputation and dishonesty about the work that they can perform. 
  Sincerely,
  
  ******** ******