This is the kind of review that warms our hearts and shows that constantly striving to be better day in and day out pays off. Claudio is great, we'll be sure to share this with him. We hope you get a lifetime of use and enjoyment from your new basement.
Thank you for the review Ralph. We'll be sure to share this with Dan and Claudio. They help set the standards around here. Enjoy your basement for many years to come.
Thanks for the fair review from Toronto. You, unfortunately, were part of the transition from old systems to new. We apologize for the multiple PM's, but as you saw first hand, Josh is a treasure, and representative of the people Penguin is bringing to the table for next year's builds. Enjoy your basement.
We appreciate clients that take the time to write an honest review after the completion of a job because we have, either delivered what we promised or have not. And errors and issues that may appear during the complex construction process are either dealt with... or learned from.
However, we feel that an ongoing review from a current client with a job in still process, especially one where the client is asking for additional items added outside of the original scope budget, and on a regular basis is not a fair nor helpful review for others who rely on review sites; for those who are working on your site, nor for the client, who through this unusual tactic seems to be seeking to create a confrontational atmosphere to avoid paying for additional items they have requested.
Additionally, this "review" contains Statements that are simply not factual. The City of Brampton did change policies, causing no shortage of delays, and the permit was issued on October 11, with the build starting on November 8. In that time we did allowable work and site prep. A completed ceiling would be approved by the inspector, as it has been on this job. We don't wish to use this forum to engage in a "they said, we said" argument, so we will not comment on each individual statements at this time.
We are — as always — dedicated to providing the best basement builds in the GTA. Our CEO will have called earlier this evening, to set-up a personal appointment with you to discuss any issues you feel are valid. He will make the trip out to your home to see things you would like to point out. And we would like to point out that you have been provided with a client portal with which to monitor, and comment on, your basement build.
We too, will update this review response once such a meeting has taken place.
Glad to hear it's going well. Hope you love the finished product!
Matt, Let us begin by thanking you for a great, and very detailed review. We are happy you are happy with the finished product. One thing that is never finished, however, is how we operate our business. Client feedback during the job and via online reviews helps guide this business forward. We do have a long sales process, we admit. We feel it's important to cover things other builders may skip over, as we want our quote to be as comprehensive as possible. Understandably, some designers want to ensure a close after the time investment. Based on feedback, like your own we are looking for ways to par down the presentation without losing, what we feel, is important content. Communication is always something we strive to improve, and we are now implementing communication protocols before the beginning of a job to join new protocols we have been rolling out this year to our Project Management Teams for improved communication during a job. We will also be looking at a new "Common Sense & Manners" training component, where we ensure every new tradesperson on-boarded remembers the little things that matter, like picking up their water bottles, wiping feet, knocking, closing windows and a myriad of other things we are looking for that can be improved. As we grow, we know we have a responsibility to improve everything we do—every single day. Our customers deserve no less. Thanks for the review, and enjoy the basement.
Thank you for the kind words, Andrea. As regard communication, that is something we work on constantly as getting guys used to "getting things done" to talk about what's being done takes a bit more encouragement than you might expect. We'll keep pushing them though, thanks!
Thank you for the kind words, you have us blushing. We hope you get many years of enjoyment from your new basement.
Full Basement Reno /w Powder Room
We appreciate the honest and positive review. Our design centre is currently challenged by space limitations, as we've grown this year, more room has been dedicated to staff and less to the decor centre. We are in the process of looking for larger space, likely for a move at some point next year which will allow for a larger and more comprehensive design centre to feature front and centre in the new space. In the meantime, we have forwarded this review to the design team to see if they can address the points you made in the meantime. We appreciate the constructive feedback. Enjoy your new basement.
Thanks Hassan. We’ll be sure that Tony and Roberto are made aware of your praise. Enjoy the basement.
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