ComplaintsforMako Design + Invent

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Mako Design to perfect my manufacturing product, I gave them a sketch of my design. They kept sending me a design that wasn't even close to the one I submitted to them. I refused all the designs they sent and explained why i what that design, then they wanted more money for next phases which they hadn't finished the first phase. They have since tried to *** me for more money for next phases but hadn't finished phase one. There attorney called and explained that I gave them a design but they kept sending designs nothing like the one I sent. Then the attorney informed me that the owner never received my design but one of the designers did. I just want my money returned as they never delivered on phase one. I will be hiring an attorney to *** them for non-production of design.

  

  Business response

  11/30/2022

  We always appreciate all feedback; however, we have tried to reach out to this customer over 10 times without any response for sometimes even weeks on end.  She has complained that we have not continued to work on her project; however, the reason we have stopped working on her project is because she has not paid us for the work we have already done, both as would make sense, and as per the clearly contracted payment terms.  Even since she sent a very vague complaint here on BBB, we have reached out 3 separate times to resolve the issue since then, and have received no response yet again, as usual.  I genuinely want to make this client happy; however, I have personally, as the owner, reached out to her myself many times to resolve this and either get no response (most times), or occasionally she writes back a couple of vague sentences that are barely understandable.  On the rare occasion she does send some confusing message, we write back a number of questions to clarify what she wants, and yet again, no response.  We had a number of team members put huge amounts of work into this client's project, only to get blocked from payment, and only part way through design as well - So she is essentially complaining that it's not done, but also not paying us to finish it?  It's unfortunate because the client has a great product, if they just continued along the design plan that we built out, that she agreed to, we would be long done by now and I'm certain she would be more than happy, as the thousand+ clients before her.  We are the leading product design firm for new startup hardware products, so we have a very well-oiled machine for developing great ideas into great real manufactured products, but the process of working with (and paying for) the designers is critical.  Even with all of the above, as the owner, my door is still open to this client anytime to reach out to in order to resolve, and I would still do what I can to help them move forward, with or without us, no hard feelings, water under the bridge.
  As a specific summary of events:
  2022-01-25 - Contract fully executed by both parties for us to design the clients product
  2022-02-10 - We sent the client a complete product guidelines set of specifications for her project, which she approved on 2022-02-15
  2022-03-11 - We sent a concept sketch of her design, based on the product guidelines specifications above that she approved.
  2022-04-13 - We completed a revised sketch based on her feedback from the above sketch.
  2022-04-13 - The next payment installment was requested, as it was not paid.
  2022-04-14 - Another follow up for the late payment.
  2022-04-27 - Another follow up payment again.
  2022-05-25 - Another payment request and escalation for payment.
  2022-11-21 - Client sends a message to BBB to mediate for her design work, again with some vague statements of discontent.
  2022-11-21 - I personally reach out to ****** to resolve the matter, as per her request to BBB above, no response.
  2022-11-23 - I again personally reach out to ****** to resolve the matter, as per her request to BBB above, and yet again, no response.
  2022-11-29 - For a 3rd time I personally reach out to ****** to resolve the matter, as per her request to BBB above, and yet again for a 3rd time since the BBB request, and again no response.

*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. ↩