We used this firm to renovate our bathroom and it was the worst display of customer service I have ever experienced. It was frustration every step of the way.
There were constant delays with the scheduling. The foreman didn’t seem to have a very good grasp of what scheduling a job entailed. It was almost comical to watch this company stumble and bumble along in everything they did.
We were promised by the owner that the work would be completed within 4 to 6 weeks. The foreman said it would take 6 to 8 weeks. It eventually took 14 weeks. Some days they only showed up for an hour. One week they showed up 5 hours in total. There were two stretches that no work was done, once for 12 consecutive business days and again for 10 days. The second stretch of no work was during the end of July and beginning of August. No explanation was ever given for these delays, but during this time we were unnecessarily inconvenienced by having an unfinished bathroom and construction materials in our bedroom.
Both the owner Barry Jaenen and his foreman constantly overpromised and under-delivered. It usually took two days for them to reply to our requests and when they did reply their comments and assistance were usually less than helpful or courteous. They have a lot to learn about how to treat a customer. Time and time again they failed when it was time to stand up and take responsibility for delays or when things didn’t go as planned. The owner was not above criticizing his own foreman. Both of them constantly blamed others for the delays. Three different times we had to go to suppliers to solve issues. In the quoted price of the job the owner stated that they were going to use scaffolding for a window replacement. He never used the materials but still tried to charge us for them. We were reimbursed only after informing him that legal action would be considered.
We agreed to make several payments during the course of the project. I learned later we didn’t have to do that. Since they are not registered with the Alberta government as a “Pre-paid Contractor” they are not allowed to ask for any money until the project is completed.
Most companies give you a few days or weeks to see that everything is ok with the project before both parties sign off. Not this company. Four hours after the last trades person left our house we received an e-mail asking us to sign the final paperwork, without anyone asking us if we were satisfied. When the owner finally did come over, at our request, we mentioned that we noticed that the in-floor heating wasn’t working properly. His immediate and only response was to “turn the heat up.” We had to go to the manufacturer for assistance.
Getting them to honor their warranty was another nightmare. When I contacted the owner to replace a cracked cabinet door panel his first response was that we hadn’t paid our final bill. In fact, he actually owed us money at the close. I believe that was a deliberate attempt to brush us off. When we questioned the delay in getting the new door the owner responded with an inflammatory, extremely rude e-mail. In that same e-mail he refused to honor the remainder of the warranty. They left the new door panel sitting outside, on our front steps.
My impression of this company is one of a nickel and dime firm. They’re more concerned about making money than supplying a fair, ethical service to a customer. It seems like the owner spends most of his time worrying about his reputation and just trying to stay one step ahead of being reported to the BBB or being sued. In my opinion his reputation falls into the “extremely unsatisfactory” category.
I see that this company is classified in an appropriate section – Handyman Services. They’re not better than that.
Stay far away from this shady company.