ComplaintsforCedarbrook Outdoor Design/Build

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/31/2023, I signed a design agreement and paid $350 to this company. On 8/26/2023, the owner, Mike ******* provided me a quote to replace my existing flagstone patio for $12-14,000. He told me that if I switched to patio pavers, the price would decrease. After waiting 7 weeks, he provided an revised quote for pavers for $24,000. The owner was not able to explain how or why the price doubled. At first he admitted to omitting $8,000 in costs related to debris removal then he blamed another vendor saying they set the prices. Then he said it was because he quoted me on a smaller square footage. Quoting a customer a price then doubling the price and not being able to explain it after the customer has provided a deposit is a "bait and switch." I tried to work with the company to find a solution so we can move forward with the project.

  Business response

  10/19/2023

   We did enter into a design agreement with the client to design a patio and deck with an agreed project budget amount of $40,000.  Once field work was done and all on site elevations were obtained, we drafted initial plans.  We found the plans were outside of the desired budget, so we began designs for a second option.  During conversations the client expressed she had been "bait and switched".  Upon hearing this I felt as though we would not be a good fit for each other and did not want to enter into a contract for the work.  I have since returned the initial deposit back to the client, which we received on 10/10/2023.  I felt this resolution was optimal for all parties.  This is the first complaint my company has ever received through BBB or the Maryland Home Improvement Commission in 18 years.

  Customer response

  10/20/2023

  I am rejecting this response because the businesses is dishonest and is twisting facts to cover themselves. Just because others haven’t taken the time out of their day to file a complaint doesn’t mean there haven’t been issues. The fact that the business instantly became “Squeamish” once I mentioned a concern about a “bait and switch” is very telling. If that wasn’t true, you’d think the business would go out of their way to show that wasn’t the case and salvage the relationship. 
  

  Multiple requests were made for information regarding plans that were paid for. However the business was unwilling or unable to provide the requested design plans and information. Additionally, this business assured me all work would be done through them. After taking my money they told me I would need to contract directly with another company for the patio. 
  

  Returning a deposit to a client is dismissive and insulting given over 7 weeks of time was wasted. This business continues to avoid taking  responsibility for their dishonest business practices. We have a small budget so the undisclosed costs were very visible. I can’t help but wonder how many other customers have been taken advantage of and simply didn’t notice because their budgets were larger. 
  

  As of today my deposit has NOT been received. Until my deposit is received and the check clears, this matter is not closed. The business should also issue a formal apology for the negative impact they had on me and my family. This business is aware my spouse has been away frequently for military assignments. Circumstances that put additional challenges especially for large projects. It can’t be dismissed that this business felt they could take advantage of anyone let alone a military family. 
  
  Sincerely,
  
  ***** ********

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