On January 30th, 2019 we agreed to have Pristine Basement complete our basement. Prior to this we spoke with Mark and discussed with him our expectations and he advised us that the project would be completed in seven weeks (expected completion : Mid April 2019). It is now end of june and the work is still not done and Mark is no longer returning our calls so I do not think it will get done ever.
We spent a large amount of money on finishing our basement with Pristine Basement and the service we received after providing our money is horrible.
For example, the contractors would not show up on days they told us they would, wasting our time and not allowing us to carry on with our day. We were told by Mark “not to talk to his contractors because they’re professionals and know what they’re doing”, however they messed up our columns and didn’t fix it. We were then told by Mark that “we have to just accept it as is”
Prior to the money being provided to Mark, he returned phone calls within at least one day. After payment was provided he is very bad with communication, and does not answer calls or return my calls.
The work completed took much longer than explained and anticipated. As well, mistakes have been made which we have been constantly trying to get fixed by Pristine Basements and they still haven’t done it. As well, a lot of work is still not completed.
We are most frustrated with the fact that we spent a large amount of money, and we were promised excellent and timely service. We spoke with Mark a lot prior to making a final decision to choose his company and he always picked up or called back within 24 hours. After paying, He is clearly dodging our phone calls now and refusing to speak to us. Mark and his team has very poor communication.
Mark is very charismatic and makes you feel like the work will be completed with great customer service but his attitude changes right as soon as the first deposit is taken.
- Company Response
We are very confused and disappointed that you felt you had to give us a negative review Rajini. We were not aware that you had any issue with the posts that we finished. The finishing of these posts was not part of original contracted work so it was additional/extra work that we completed for you. We are very confused that you posted a picture of the bar without the countertop as our scope of work was the bar portion only and you were to get the countertop yourself. It is very misleading. We have full pictures of your beautifully and professionally finished basement which, unfortunately, HomeStars does not allow us to post in our own defense. There was one door handle that had to be installed so if you contact me I will be more than happy to come and install it. You can call us or email us at firstname.lastname@example.org. It would be great to get in contact as I no longer have your phone number and we need to also discuss receiving payment for the invoice we gave you for the extra/additional work we completed outside of the contract. You have yet to pay this invoice. I am looking forward to hearing from you.