We recently had our basement renovated with your company at a cost of about $80,000. There are a few things that we did not like, appreciate and was very insulted with during this renovation, mainly by the person that we signed with. - there was no option to pay any part of this renovation by Credit card, especially the down payment. - The payment schedule was not very realistic because it was too much upfront before completion of job. We should have made contract to state half up front and balance paid on completion of job. - The bathroom shower is too small and if we had the opportunity to see the size of the doors up front, we would have chosen differently. - We should have had the bin that was supplied, to be parked in the road to avoid tickets on the homeowner vehicles parked on the road - We discussed that the egress window would be done after the final electrical quote, but they went ahead and said we would be charged for the window anyway since it was in the contract. Seems very unfair - During construction We had a concern about the breaker going off and it took four days before they came to check. All you had to say was he was the best electrician you had. - We feel that the additional outdoor light and plug that the electrician and your company charged ($500) was way overpriced. When I checked around, it should have only cost half of that. - When we asked the framer to place an extra piece of wood between the aluminum studs to hold brackets for television, you wanted to charge extra. We ended up getting a board and a few screws to do it ourselves. - The appliances that were disconnected by your company should have been (at least) reconnected by your company, like the washer/dryer. - After you found a cheaper vendor for us to do our side door, you insisted that we pay extra to patch up the drywall around the door AND build a new step. You would not allow your workman to do the drywall patch up only since we wanted to save money and build the step ourselves. Because of that we had to find someone to do the drywall patch up. - You drilled into us that it was in contract every time we tried to reason with you to no avail. - The customer service was better with most of your workmen than you - Even after changing our work duties to accommodate your work schedule, the completion date was still late. - When one of our cheque payments were late, you threatened to stop work and delay the job. - We have paid you all owed to your company as instructed but feel that more could have been done to make us feel like we were not being taken advantage of. - One other thing, we feel that extra materials were ordered and charged to us, BUT a lot of materials were taken back (as per contract) but we should have received a credit for those materials returned. All the other work was done satisfactorily and we are happy with working with the different workmen, namely Roy and Eduardo, but as for recommending your company, it will be hard. Thank you, Del Pino
- Approximate cost of services:
- $80,000.00
- Company Response
Dear Mr. Del Pino,
I am writing to address your concerns and to clarify the details surrounding the recent completion of your basement renovation project. It was a pleasure to serve you, and we always strive to ensure that our clients' experiences are positive and satisfactory.
From the onset, we made it our priority to provide a transparent and comprehensive explanation of our scope of work, including the floor plan and the agreement. We pride ourselves on our straightforward approach, ensuring that there are no hidden costs or misleading information, and we avoid high-pressure sales tactics at all costs.
Regarding the payment schedule, it was clearly outlined and agreed upon by both parties. We aim to maintain a smooth and punctual financial process, which is crucial for the timely progression of our projects. However, we encountered delays with the payments that were due, starting with the initial payment on August 17, which was received four days later on August 21. Subsequent weekly payments were consistently late as well.
Close to the project's completion, we informed you that the fourth payment was due, and we outlined the potential consequences of a delayed payment, including the possibility of putting the project on hold. Despite the challenges with receiving your personal cheques on time, we made the decision not to halt the project and continued working without payment, understanding the impact that stopping and rescheduling could have on our workflow and your project's timeline.
We are proud to say that the project was completed within the 4-6 week timeframe we allocate for all our projects, adhering to the agreed schedule. Our commitment to our clients is reflected in the numerous positive reviews we have received, which speak to our dedication and service quality.
Furthermore, we went above and beyond by addressing a structural issue with the basement support beam at no additional cost to you, demonstrating our willingness to support our clients even when unforeseen challenges arise. We understand the financial constraints that can come with a renovation, and we do our best to assist where we can.
Regarding the egress window, it was a necessary inclusion for safety and legal reasons, particularly as it pertained to a bedroom. This was custom ordered following the signing of the agreement, and it was not feasible to cancel it. As for the separate entrance, that was a direct transaction between you and the vendor, adhering to the legal requirements for engineering drawings and permits. Our role was to ensure that the interior opening and staircase were properly finished according to the work order specified in our agreement.
We hope that you will find great enjoyment in your new basement for many years to come. Should you require any assistance or warranty service related to the project, please do not hesitate to reach out to our support line. Our technicians are always ready to provide prompt and efficient service.
Thank you for choosing Harmony Basements for your renovation needs.
Warm regards,
Diego Botia