ComplaintsforMaintenance & Remodeling Services LLC

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An electronic 30% deposit of around $2450 was paid to MRS on 2/7/22 for small bedroom and bathroom upgrades. The project was to start 2-3 weeks after payment date. I had to follow up ** on my questions, quote, and project timeline several times vi text and email. I received notice on 2/15/22 that my project was to move to 3/22/22-3/29/22 from the original date of 3/1/22.The timeline was not adhered to at any point of the project and is still progress as of 5/3/22. A multitude of predatory change orders have been requested by the remodeling company despite myself having to provide onsite management and delegation to insistence contractors due to a lack of information provided from the assigned *** I was notified on several occasions by the onsite contractors that there were issues behind the scenes with the *** I discovered the ** does NOT have professional home remodeling experience, no project management experience, and does not communicate with contractors prior to coming to job site. The ** allegedly is a close friend of MRS ***** and only has 2-3 months of experience which was NOT communicated prior to my deposit or initial quote/walkthrough. All written communications/pictures I had to send to the **, with ***** copied, including punch lists (requested by ** after the job as not complete by 4/1/22) were copied, pasted, and sent to unqualified contractors. Installation of electrical, tile, and other materials were installed which to incomplete work, power outage, misordered materials, wrong materials, dirty materials, timeline delays, misinformed contractors, myself having to measure and order materials, provide electrician, etc. Project change orders to reflect unforeseen labor costs, plumber, materials, etc have been requested however the level of stats and quality of the incomplete service and labor as of today does not reflect the professional work or cost of professional service. The new quote is asking for over $10,000.

  

  Business response

  05/17/2022

  I am working with the customer to find a solution to the issues she has with our company and scope of work.  We were hired to do specific items to update her bathroom and bedroom, this was not a full remodel.  According to her complaint, the timeline,change orders and project management were all concerns.
  
  Timeline
  The client provided us with SKUs of the products she had picked out.  We explained that the start date would depend on the availability of those products. We did not make any guaranteed start dates until procured all the materials.  Our business, like many others, has had to adapt to supply chain issues and adjust timelines accordingly. This is not something that is within our control. The clients scope of work also changed during the job due to various issues, most of which are listed below in the change orders.   
  
  Change Orders
  The initial and approved scope of work was for $8,168.53
  
  Her project did have three change orders through the process, which are:
  
  Change Order #1: Lead paint was found in the work area, so we needed to perform a lead-safe demo for her safety as well as our workers (total of $1,248.00)
  
  Change Order #2: Change in product selections: grout & baseboard registers (total $58.25)
  
  Change Order #3:
   - Replace baseboards, casing and windowsill in the bedroom with new trim ($277.74)
  
   - Our proposal clearly stated that we were to regrout the shower area, which we did. However, the client felt that it should have included the remaining tile wainscoting. (Total $260.00)
  
   - We also ran into an unforeseeable issue with the plumbing for the vanity. The drain line was corroded and when we tried to remove it, the drain line broke off in the wall. We needed to have a plumber repair the drain line in the wall behind the vanity. Additionally, the drain line itself was clogged and needed to be snaked.Total ($300.00)
  
  The total increase in cost with the 3 change orders is $2,143,99. 70% of that cost can be attributed to unforeseeable issues with the lead paint and plumbing issues, which could not have been anticipated until the work was started.
  
  Project Management
  The project manager assigned to the clients job was newer to the company. However, he was not new to the industry, as the client claims. He has successfully completed everything from high-end bathroom remodels to commercial build-outs.  Her claim that we did not communicate with the vendors and staff is false. Everyone that worked on her project, except for the plumber, is a full-time employee of our company.  
  
  We have completed everything we have been contracted to do besides installing a light fixture and a mirror. The light fixture cant be installed until the power supply is brought up to code. This is a safety issue. The mirror that was ordered came shipped with a bug in the wrapping and the client instructed our carpenters not to install it. 
  
  There were some drywall repairs I felt should have been done better. I have offered to have those areas addressed to meet our standards, but the client has declined to have those areas repaired.
  
  I have offered to go above and beyond our scope of work and repair the walls around the vanity in the bathroom. This will be contingent on her paying the balance of the work completed.  

   

  Overall, this project was bid out with a total of 86 hours. We currently have 169 hours into this project and I feel we are doing the best we can to complete the job to the clients satisfaction, even at a heavy cost to the company. Maintenance and Remodeling Services has been in business since 1999.  Most of our clients are referrals or repeat clients, so our reputation is very important to us. We take pride in our work and always strive to leave our clients happy.
  
  Please let me know if I can provide any more details or answer further questions.
  
  Thanks,
  
  *****************************
  Maintenance and Remodeling Services, LLC

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