Get the timeline written in contract with late clauses written in. Make sure EVERYTHING down to the finest detail is listed in your contract - don't assume your conversation with them is what will happen - GET IT IN WRITING. My master bedroom was a mess for almost 4 months.
Started a "4 week" job mid November 2018 and finished Mid February 2019. Nothing but stress in trying to get to the finish line. All the positive reviews were over 4 years old. The reviews off Yelp have been removed. Customer service/communication is horrible at best. Would never recommend.
UPDATE from owners response:
This site is to give fair reviews to people looking for quality contractors so lets get the facts straight here. In your response you do not speak the truth and are misleading people Lets set things straight!!
Yes, we did estimate this project a few weeks before the start - I'm not sure what this has to do with anything. I wanted to make sure we had everything covered and I don't spend that kind of money lightly.
You quoted me 4 weeks or promised it would be done before Christmas. Even from time of start to Christmas was more than 4 weeks.
Im not sure where the 10 adjustments were - I have 2 of them - and they were to ensure we were both of the same understanding.
Yes - I did purchase my own products as we discussed in the initial quoting process because I had better buying power than you did and I would be in control of the final products.
As far as the "overbudget" on my vanity goes - you and I both know that's not true. My husband and I went to met with your cabinet builder and I took lots of pictures with me of what I wanted along with the type of finish. We discussed it and a drawing was sent to me for approval. At that time I approved the drawing but also told him that my main focus was that it need to stay within the budget that you provided. You should have that text also!! It wasn't until AFTER the unit was installed that you invoiced me for the difference. I refused to pay it saying it was between you and your cabinet guy. I was clear on the budget. As far as the respraying - don't mislead people. It wasn't the color that I didn't like - the color was fine - it was the type of finish he provided. It wasn't what we talked about - lovely yes - but not what I talked to him about or wanted. They were only repainted once!! The "meltdown" you speak of was a confident "Im not paying for any extras" discussion as I clearly noted in all texts I would not exceed the budget your provided.
As far as you not being allowed in the house while I was away - the 4 day trip was booked long before the renos started and the reno was supposed to be completed by that time. Several times I came home to the front door wide open or unlocked with your people upstairs (In fact one friend dropped something off on my dining table without anyone of your people even knowing). With that being said, NO - I did not want to risk anything while I was away. If you check your texts of December 21st, I asked you when someone would be here as there had been nobody there for 3 days previous. You could have worked all through Christmas if you wanted to and I told you that.
As far as the issues with product not being there - that again is totally untrue. The only incident was the bathtub - you were sending your plumber in to do the rough in but the bathtub was not there - it was to arrive that day so we spoke at 7 A.M. and I told you it hadn't arrived yet but was scheduled for delivery that morning. In fact - It arrived half hour later - but your plumber had already rescheduled his day - totally understandable - but then my bathtub sat in the garage for several weeks afterward waiting to be installed. Drawings and spec sheets to every product were provided to you long before they were ever needed. I didn't change my mind on the plug in. Dereck and I clearly marked out where the plug was supposed to go - your electrician decided to put it in the middle of the wall where the mirror was supposed to go. It was only because I had pictures of where we drew it on the wall that I didn't get charged for the change. The shower sizing was discussed in the initial and all subsequent discussions. It was the highlight of getting my bathroom redone. We were not sure if it was possible to make it bigger and I told you to quote based on the fact we could make it bigger. If you feel that it was a change after the fact, that it was not in the scope of the original work - it clearly proves my point about bad communication. I'm not sure what lighting issues you are talking about - that is about the only thing that went smooth.
As far as the sub floors "rotting" there was a piece no larger than 2' sq. feet that needed to be replaced - there were no joist issues at all. I paid healthy for the sub floor repair!!
No - I did not pay you a dime. In our initial conversation and several after that - your comment was you don't get paid till you are done and your customer is happy. Needless to say - you needed money to pay your subtrades when things were taking so long but by then my frustration level was so high and it was the only leverage I had. You certainly did not wait 2 weeks to get paid. If you look at your texts of Monday, February 4th, you indicated that the cabinet doors were completed and would be installed that day. You asked if you could get paid. There were a few invoicing corrections that were required and my husband came to you office within days of the corrected invoice to pay you. Now lets get the the fan!!! The fan was making noises very early after installation and I noted that to you guys. It quite comical that you choose to quote 1/2 of my text regarding the fan. For all intense pur poses - I will refresh your memory as to what it really said (which you have a copy of) Monday - February 4th - "Derrick, the fan you installed is very noisy since you installed the venting - its not the fan itself, but a sound like something is banging against it. Is it possible to check it out?" The response was " I can but wont be able to till next week"
To which I responded - No worries, I just wanted to let you know"
February 13th Text "Good morning Derrick, Just wondering when you might be by to fix the fan. Its awfully noisy and we don't use it because of that.
February 15th: Good morning Diane, I am coming over to look at the fan this morning around 9:30.
I had already left for work and we were going to be away for 2 weeks.
When I got back (March 11th) I texted and said " So I just turned on the fan and most of the noise is gone. I'm not losing my mind. I'm not sure if something was stuck in it or not, but its better. Do you still ant to come and look at it or should we leave it for now.
The response was - "Lets leave it for now and if it starts again, I will drop by".
So today (and its 4 months after renos were completed not 6) I called Derrick and I am told to call the manufacturer. Well its not a manufacturer problem. Its something you have known about a week after install and something you told me you would come look at.
Crazy that the contractor that finished the rest of my renos (on time I might add) came to look at it today and its nice and quiet now.
Yes, I love the finished product - that has never been the issue - it was the stress and time to get it completed and unkept promises that Im unhappy with.
This review is nothing to do with a fan - its got everything to do with customer service/communication and to provide people with an honest an accurate picture. Hopefully they can learn something from this. I too have all the texts/emails/incorrect invoices and would be happy to share them along with before and after picture and IN BETWEEN!!
- Company Response
Please Dianne Robinson,
If you cannot tell the truth don't tell tall stories! First off we estimated this project 2 months before final start on or about Nov 22nd and was completed on January 30th we had Xmas and new years as well where no one could enter! You had us adjust your estimate probably 10 times or more, you purchased all your own items for this project except for vanity cabinet and quartz countertops.
you went over budget on your cabinets and had a melt down about cost and my cabinet maker dropped the price to below his cost and repainted your cabinets 2 times because you did not like the colour you chose. We were not aloud onsite while you were away, We had issues with your materials not being delivered or on time to site. you changed your mind on several issues shower sizing and lighting as well as a counter plug you wanted changed place I went above and beyond for you to try and make you happy no success there.
There were issues of rotten sub floors and joists that were not in the estimate that had to be addressed we enlarged your shower not in the scope of work. You did not pay us one dime until after the entire project was completed to the tune of 20,000.00 and then we waited another 2 weeks to be paid out! I have every email every text message a copy of the invoice and all photos of before and after the remodel. You were ecstatic about the quality and look and as soon as you had a problem with your bathroom fan that you supplied its somehow our fault and you write the garbage review! I know you cannot please everyone but if you are NOT going to tell the truth don't say anything at all! Also and I quote " On Monday March 11,@ 9:28 pm from your phone The noise from the fan is gone I'm not losing my mind" And now another 3 months after we completed no problem and and 3 months so now 6 months past the completion date there is an issue again. You text our foreman to come fix it he says call the place you purchased the fan or the manufacturer and you don't like his response and post this horrible untruthful review shame on you!
Dianne This has everything to do with the FAN you did not mention a word to anyone other than Derek about it for months we did not purchase it! It is a manufacturer defect it was installed as per code! All our work was passed with the proper inspections, You held up the project on several occasions lets see the evidence here and we will see whom is telling the truth! This is clearly an issue because we had not heard a word from you as soon as you don't like something you get angry and send horrible texts and emails and phone calls and there are a lot.
Further more we recorded the transaction of your husband Daryl on Feb 10/19 paid with his cc over the phone @ 11.30 am Not in person as you suggest in your bold face lies.
You are nothing more than a very vendictive person I wish we could post about horrible clients online. And yes the first estimate was done on Oct 10/18 verified in our online database, You were never even charged for a larger shower or more tile work etc.
Please this client has gone through several contractors on her job site, I should have ran far away after I heard that as there is always a reason! Now I see why!
If anyone cares to see all this evidence please do not hesitate to ask for it.
I wish I could post all of the photos her bathroom of before during and after the remodel. As well as all the evidence in writing and invoice etc but unfortunately Home stars will not allow you to post the truth!