Doesn't deliver what he states he can do
At start all was clear and understood until we received the wall unit and it was not what we both agreed about. After 4 months of a round about talk then I knew he really couldn't delivery what he stated he could. Jon too agreed and apologized for the error, but we still had to pay 55% for this mess. Don't be fooled by the niceness and how much he says he can do or has done before. Ask for samples and for him to take you to some of the places he has done. Won't recommend this company.
- Approximate cost of services:
- $3,400.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
I do regret our mistake on this project. After being hired to build a beautiful pergola in their backyard that the homeowners were very pleased with, they commissioned us to build a custom built TV unit. Being we are a carpentry based General Contracting firm we sub-contracted out the manufacturing of the unit to achieve high-end factory quality. The day the unit was delivered it meet all agreed upon specifics that both the installers and the husband homeowner that oversaw the installation could tell. However, upon closer inspection, the wife homeowner was able to see that the finish was not as high gloss as was expected. Sure enough when I confronted the manufacturer, they had knowledge that due to the size of the unit they had to cut the high gloss finish from 90% down to 70% in order to achieve a smoother finish and did that without any notification to our company until they were confronted about it. While taking no ownership, their solution was to simply come and tear it out if the homeowners didn’t want it.
Needless to say that was the last project we ever used them on; It also wasn’t an acceptable solution.
We then spent the next few months searching for different companies to come on site and re-finish it in a high gloss finish yet none could guarantee a proper finish. Because I was not willing to put the homeowners through any more inconvenience without a guarantee, we finally admitted defeat.
This was our first large mistake as a company and we take full ownership for it - which is why we compensated the homeowners with thousands of dollars off the original price for the finish being off.
The point for us at our company - under normal circumstances - is about meeting and exceeding customer expectations - regretfully on this one project we weren’t able to do so and have learned a great deal from the experience.
Moving forward we are using a custom manufacturer that has a design center and showroom so all expectations for the project can be confirmed beforehand.