Complaints

This profile includes complaints for Design Pro Remodeling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Design Pro Remodeling

  8300 Arlington Blvd Fairfax, VA 22031-5209

  
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  Design Pro Remodeling

  12587 Fair Lakes Cir Ste 347 Fairfax, VA 22033-3822

  
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  Design Pro Remodeling

  10820 Woodfair Rd Fairfax Station, VA 22039-1610

  

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:08/31/2022

  Type:Service or Repair 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.

  June 21,2022 I hired Design Pro Remodeling license ********** to provide drywall and painting services. The contract outlined a level 4 finish to correct nail pops, seam cracks,etc. for the drywall and patching, sanding of all trim, and painting a minimum of 2 coats of paint on all surfaces. The purchase price was for est. $6,800 and $4,500 in payments were submitted. They started in June and after 30 days, on July 22nd they walked off the job and notified me via. email that they were not continuing due to the costs incurred, to date, exceeded their budget. They offered 2 days worth of labor for 1 resource to finish the punch list and what I wanted to be done. I responded in writing stating that they had not provided a punch list, we never conducted a client walk-through and that based on a my own, brief walkthrough there were significant deficiences in the work provided including; (1) Walls and trim were not patched, sanded or painted, (2) there was damage to the flooring due to their crew, (3) they failed to test and prep the surfaces being painted to ensure they purchased the right priming and painting products, they failed to sand and prep the surfaces and as a result all of trim is/has peeled. This has been confirmed by an independant, licensed contractor and painter and by myself having conducted a paint test. The cost to strip, prep and re-paint one of the five rooms exceeds $4,500. I proposed three options to remedy the situation to Jeff N******, CEO, Design Pro Remodeling and he refused all options, demanded payment of the balance of the contract and threatened to take legal action. I responded and have not heard from Mr. N*********.

  Business Response

  Date: 09/15/2022

  From: Jeff N************** <*********@designproremodeling.com>
  Date: Wed, Sep 14, 2022 at 4:30 PM
  Subject: Complaint ID: ********; *********************
  To: <********@mybbb.org>
  
  Prior to addressing ************************* ("Client") complaints, it is important for us to establish how the relationship formed and the events leading up to Design Pro Remodeling, Inc. ("DP") beginning work at the Client's home. 
  
  The Client had recently purchased the 1997 property located at ******************* Vienna, VA ************ ("Property"); May 13, 2022 to be exact. The Client's realtor is a close friend of DP Project Manager  Mahboud N****** and asked Mahboud if DP would be interested in working with the Client for his interior paint project. Mahboud agreed, the realtor gave Mahboud's contact information to the Client, and the Client reached out to Mahboud on June 6, 2022. After some back and forth communication, they agreed to meet at the Property on the evening of June 7, 2022. 
  
  Mahboud, along with DP owner Jeff N*****, met with the Client on June 7, 2022 to do a site assessment for the Client's interior painting project.  Upon entering the Property, Mahboud and Jeff noticed that drywall and paint preparation work had already begun throughout the home. The Client mentioned that there was a previous contractor that had started the work, but that they chose to not complete the work and left the Property just days prior. No further information was provided, but Mahboud and Jeff found this to be odd and somewhat alarming. At the time, the home was fairly empty and the work conditions seemed ideal for a contractor, which left Jeff and Mahboud puzzled. Since Mahboud had a relationship with the Client's realtor, he was able to find out who the previous contractor was (details to be provided later). Nevertheless, Jeff and Mahboud assessed the scope of work with the Client, which primarily included drywall prep and painting of six areas of the Property including: the main (two-story) foyer, the upstairs hallway, the living room, the family room, the downstairs hallway, and the primary bedroom. The scope included prep and painting of all walls, doors, trim, shelves, cabinetry, and ceilings in these areas. The Client mentioned they wanted the areas to be painted white with various sheens dependent on the surface, they specifically requested ******** ***** ****** White, Flat sheen for ceiling, Matte for walls, and semi-gloss for moldings/trim. The project seemed straightforward, essentially a "refresh" of the existing home. Jeff and Mahboud told the Client they would provide a quote for the work in the coming days and left the Property. 
  
  After leaving the Property, Jeff expressed his hesitancy about pursuing the opportunity given that another contractor had left the Property with work unfinished. It is never ideal to piggyback on another contractor's work without knowing the details of why the Client and the contractor separated ways. Nevertheless, Mahboud and Jeff felt inclined to move forward with the project, primarily because of Mahboud's relationship with the Client's realtor.  On June 8, 2022, DP sent the quote to the Client, based on their understanding of the work. Given that the home is 25 years old, the existing drywall and trim shows a lot of wear and tear, and for that reason we did mention in the quote that DP would do its best to prep the areas "within reason." Initially, DP estimated the project would cost approximately $8,000 for labor and rough materials, but the cost of paint would be additional. However, since the opportunity was brought to DP from Mahboud's friend, DP quoted the job $7,150 (plus paint costs). Even still, the Client expressed his disappointment with the quoted price, saying the cost was too high. On June 9, 2022, DP extended an additional discount of $300 and revised the new quote to $6,850 (plus paint costs). For the amount of work involved, the profit margin was razor thin for this project. Again, this was meant to be done as a favor to the Client's realtor. Historically, the average DP project contract amount is no less than $23,000, so this was a very small job for DP, all things considered. A week went by without any communication with the Client. On June 17, 2022, the client approved the quote and sent DP a 33% deposit. On Jun 21, 2022 DP began working at the Client's property. 
  
  From June 21, 2022 to July 21, 2022, DP worked on the Client's Property. During this time, DP substantially completed work in every area of the project, with exception to minor punch list items. DP blue taped the punch list items throughout each area of the home as each area of the Property was near completion. This process was explained and agreed to with the Client, and was working well throughout the project. During this time, the Client owed DP a 67% payment (contractually) for the completion of drywall prep and the commencing of paint work. With no explanation provided, the client provided payment less than the contractual amount on July 18, 2022 for the amount of $2,260.50, in lieu of $2,359.50. This was technically in breach of the contract, which was grounds for DP to stop all work. At this time, the contract amount, including paint costs, had totaled to $8,730.92. Nevertheless, DP remained working at the Client's property. During this period of time, the Client instructed DP to use a different color for their living room than what was initially quoted, and without notifying DP management, instructed DP's field crew to paint the windows in the living room, which again was not a part of the agreed contract. These issues were in breach of the agreed contract, nevertheless, DP obliged and kept the work moving forward to maintain a good relationship with the Client. During this period of time, the Client also requested that DP provide quotes for correcting deficiencies with their hardwood flooring in multiple bedrooms, a quote for remodeling their entire kitchen, and a quote for painting and installing wallpaper in their dining room. 
  

  On July 22, 2022, DP met with the Client at the Property to review the work that had been completed in each area, as part of the original scope. The Client expressed that they were pleased with the work in many of the areas, however were disappointed with the work in the living room, which was the the last area of the Property that DP had been working on and was not completely finished with. DP assured the Client the work was minimal and would be finished/corrected. In addition, the client pointed out a couple seams in their walls and ceilings in the family room and main foyer, which were not easily visible during the day time (the meeting was at 9:00 AM). The Client noted that the seams were more noticeable at night, and suggested that DP come to the Property at night to address the items. During this meeting, the Client began to get very aggressive when we explained that the home was dated and that it was normal to have some seams visible, or shadows, on the drywall surfaces, both from a workmanship standpoint, as well as scientific (vibration in the home, settlement during hot and cold seasons, etc.). The Client also noted that the wood trim in several areas was not up to their standard from a prep standpoint. The Client insisted that we had not properly done enough prep work and insisted we re-visit several areas on the home. 
  
  After the meeting, DP met internally to strategize next steps. After reviewing the project financials, DP determined that it could not continue to devote more than a couple days time to this project. At that point, DP's costs for labor, materials, and overhead had surpassed $12,217. The Client still owed DP $4,209.92 at the time, and even if they had paid DP in full, DP would still be showing a loss of $3,486. DP emailed the client and offered the following options:
  
  1) Option 1: DP offers a $1,000 credit to be reduced from the current contract balance and both parties agree to close out the contract. Design Pro would be owed a balance of $3,210. 
  
  2) Option 2: DP  provides a crew of 2 workers for 2 additional working days (at DP cost) to get as much of the remaining punch list items completed. Client could prioritize which items they would like DP to focus on during this period of time.  Any work required beyond that can be charged as a daily rate of $375/per worker. 
  

  The Client responded to DP in an aggressive manner,  declining both options. The Client suggested that we "walked off the job" however that was not the case. We offered to continue working and addressing the remaining punchlist items, but because of the negative financial status of the project, we had to limit our time and exposure at the Property. We also felt the Client would never truly be satisfied because of their continuous critiquing of DP's work. The Client's spouse had even harassed DP's field crew, to the point where they no longer wanted to work at the Property. 
  
  Here's where the plot thickens. Mahboud reached out to the owner of the previous contractor, ******** ********. Jeff and Mahboud recorded the conversation with the owner, ***** *********, in which he described the tumultuous experience he had working with the Client. Primary issue he mentioned was the scope of work exceeding the agreed amount price, and the Client refusing to acknowledge the monies owed to ******** ********. ***** felt the Client was both difficult to work with, as well as discrediting the costs for the work ******** ******** had completed. He made an executive decision to leave the Property based on these issues. 
  
  At this point, DP could not come to a resolution with the Client on a plan forward. Meanwhile, the Client's spouse decided to take matters public and wrote a long and defamatory review about DP on ****, and even used specific names of DP employees including Mahboud and DP's foreman Javier. This is all while we were still in talks with the Client on a plan forward. At that point, it was clear the Client had no intention of compensating DP for the work completed, and was now trying to play victim to gain leverage. Even with taking a loss on the project financially, DP made several attempts to reach an amicable resolution with the Client, but kept getting met with resistance. 
  
  For the record and per ***** *****’s ultimatum, it is accurate that he had offered (3) alternative resolutions to our offer.  One of which was to accept the money that we had received to date and part ways.  No further actions have been made and this is effectively what was accepted, not without reservation as the damages continue both publicly and financially. 
  
  If it further satisfies the claims to which this homeowner has made against Design Pro, we would be pleased to provide a recorded phone call with ***** *********, pictures, and other supporting documentation. 
  
  I would also like to note, Design Pro carries the reputation of one of the highest rated and reviewed contractors in the area.  We have a 4.9 rating on google with hundreds of 5-star reviews, exceeding many (if not all) contractors in the DMV.  We take pride in our work and always seek a positive outcome.  It is clear to us that this homeowner seeks to damage hard working contractors' as he has with us and those who have worked in his home prior to us. 
  
  Thank you,
  
  Kindly please confirm receipt of this email.  
  
  Jeff N*****, Owner
  Design Pro Remodeling
  Call or Text: ************ | *******@DesignProRemodeling.com
  8300 Arlington Blvd, Suite B3, Fairfax, VA 22031
  ************** ************* *********** ********