Scarlet Rose

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: It is not unacceptable that a large business such as MB&T can be so inflexible. They knew from the start, upon our entering their Towson showroom that we were having issues with another contractor over the roof work we had at our home. That said, I ([redacted]) continued to remain in constant contact not only with Wendy K[redacted], but her assistant Alex (who was very understanding and was the person who took most of my calls when Ms. K[redacted] wasn't available, which was the majority of the time). In fact, when I first contacted MB&T to let them know that my husband and I would need to remove one of the bathroom remodel's from our contract I was told by Ms. K[redacted] that she would need to talk to her manager and would get back to me. I mentioned to her that it was not our intention to request removal of any of the work that we signed a contract for, but due to the unforeseen issues at our home that was our only alternative. So, I requested a refund of the difference of our deposit  in which Ms. K[redacted] said she'd need to look into, but I didn't hear anything from her for days. I called again a week later and was advised that if I removed the master bathroom from my contract that I would have to pay a 15% penalty fee for early cancellation, which basically amounts to me having to pay MB&T money instead of getting a refund. Needless to say I was flabbergasted not to mention disappointed in this contractor, which is the reason I am writing to the Revdex.com. Therefore, I hereby request our contract with MB&T be rescinded; as my husband and I do not wish to do business with them or allow them into enter our home. And, we are willing to pay the 15% penalty fee in order to get out of a contract with a company that doesn't understand or sympathize with its customers.
Best Regards,
[redacted] & [redacted]

February 29, 2016[redacted],The following is a status update on the [redacted] project -The correct vanity and the new sink top have arrived, were properly inspected and are ready for installation at no cost to **. and [redacted]. The field supervisor has contacted **. and [redacted] and a date...

of 03/04/2016 has been set to complete the project.We have instituted a new policy to address the sink bowl issue from the manufacturer in hopes that we will not experience this problem again in the future.**. and [redacted] will have a 10 year warranty on labor and material. It is our goal to always do right by our customers and we strive to resolve any and all issues that arise on our jobs as efficiently and effectively as possible. We are hopeful that we are building a relationship through our services with **. and [redacted], and that they will rely on us for their bathroom needs for many more years to come!Once again, it is our goal to always do what is right and to serve with an open heart. Once the job is completed if the [redacted]’s have concerns we would we happy to discuss them at that time. Thank you in advance for your cooperation and assistance.Sincerely,Dave CMetropolitan Bath and Tile, Inc. [redacted] Upper Marlboro Maryland [redacted] ###-###-#### FAX ###-###-####

First let me say that Metropolitan is not a large inflexible, unsympathetic business, we are a small family owned, local bathroom remodeling company that has been giving our customers impeccable service and workmanship for over 37 years. We pride ourselves on always doing the right thing and we conduct our business in line with our Christian Faith and beliefs.               We are extremely sensitive to the fact that unexpected things happen from time to time.  But we need **. and [redacted]. [redacted] to be sensitive to the fact that we have a great deal of time and expense invested into this project.  We have been to the [redacted] residence and spent significant time establishing the scope of work, measuring, making scale drawings and photographing the project.  Our showroom designers have invested a great deal of time designing and selecting all the materials down to the smallest detail, writing all the specifications and related paper work.  Our purchasing department has ordered and received the majority of the materials for both bathrooms and our production department has reviewed all the details of the project and has scheduled the time as well as a crew to do the project.                We have done everything except expend the labor to perform the work.               A contract is a binding agreement that’s why we have contracts.  The customer cannot just decide not to do the work after we’ve done all this and expect to have their money refunded.  I would like to point out that the contract does not have a 15% cancellation free.  The contract states               “Any cancellation after the right of rescission will result in a change equal to any cost incurred by the company, but in no case less than 15% of the contract price”               We could easily make a case that we have 30% or more already invested into this project and we would have every right to keep the entire 30% deposit.               But because we are not a large inflexible and in sensitive business and because we understand that unexpected things do happen sometimes, we have offered to retain only the minimum 15% and we are also willing to put that 15% towards the cost of the bathrooms should **. and [redacted]. [redacted] decide that anytime in the next 12 months to move forward with the work.               Also, I would like to point out that our contract with [redacted]. and [redacted]. [redacted] has a “Non Disparagement clause” and our offer to only retain 15% rather than the more than 30% that we actually have invested, is contingent on them agreeing to honor that clause.  Which means, in short, that they will not post any negative reviews about our company, and will immediately remove any that may already be posted.