It is hard being in this industry what with supply chain issues and other Covid 19-related challenges. The product, delivered 7 months later, is impressive. Yet customer service at Bauhaus needs a real rethink, as Elizabeth, the front person, has admitted to me. When this happens Bauhaus will have no real competition in the custom-door space.
And what about attention to detail?
Review for Biscaya Home Renovations Biscaya Home Renovations worked on our kitchen this past summer. We are sure that Bernardo and Brenda will agree that the process was rocky at best. As the project unfolded, we discovered that close attention to detail was sorely lacking (asymmetrical walls, uneven paint job, etc.). Also, often times when a concern was brought to Bernardo and Brenda’s attention, it was met with impatience- we felt that our concerns were treated as an inconvenience. Our worst fears were realized only two hours after the project was completed when our brand new kitchen flooded. The hose connecting the tap to the water dispenser in the fridge was not fitted properly. Luckily, we caught it almost right away, but had we not been at home, the water damage in the entire house could have been extensive. We must admit that Bernardo and Brenda sent their crew right away and saw to the problem. Nevertheless, the experience confirmed our initial concerns about the lack of attention to detail. Now, every time we look at our beautiful kitchen small niggling doubts arise: “Was the gas line hooked up correctly? Was the dishwasher installed properly?” Despite Bernardo and Brenda’s assurances that the work is “A grade,” the unsettling feeling lingers. **********Response to Bernardo's message below: I'm sorry that our review caused you such surprise. Did you already forget what transpired? Was the process really "only rocky at the start"? I realize that you must protect your future income at all costs. But is your attempt to discredit my review the smartest way of doing so? You would not find yourself in this position had you prioritized building relations, strong transparent communications, and excellent service. A good start might be not to discount and minimize a customer's experience (as evident in your response to my review). Even if you think that "flood" was a poor word choice, *inattention to detail on your employee's part * was the root cause of a "water spillage" that confirmed our worse fears. I hope that my choice of words is more acceptable now. In closing, I want to make it clear that I'm not trying to hurt your business. I just believe that customers have the right to voice their concerns even if they don't appeal to the contractor. Readers of this site will notice that I have tried to be respectful in my critique (even though it is sometimes harsh). Please realize that discrediting my experience and casting aspersions at my character do not make good business sense in the long run. I wish you luck in your future endeavors!
Hi Joel
I am very surprised about this comment........I agree, your project was Rocky at the begining, however it was not because of our lack of attention or workmanship. There were several issues related to previous electrical work, HVAC ducting, plumbing, insulation, etc. Which, you mentioned had been done by the previous home owner. We were always there to resolve any challenges on time and in budget.
When you mentioned asymmetrical walls.....it is important to understand, that when you hire someone to paint a wall.....the painter will not make the walls symmetrical, painters repair wall imperfections, such as nail holes, scratches, etc. Same applies to drywalling on existing framing, which you decided to keep, in order to save cost.
About the impatience Joel.....again very surprised, since the only time, I felt you were stressed out.....we spoke about it, and you apologized to me and Brenda.
About all the work we did.....the electrical was inspected by the city and you are well aware of it. The gas line was connected and certified and you kept the paperwork.
About the flood you mentioned.......it was not a flood.....just a fridge water line that leaked shortly, due to mechanical damage, perhaps you or Karen stocking the cabinet under the sink .... Unfortunately a rug got wet, but there was no damage to the flooring, kitchen cabinets, basement.... anything.......I even payed a bill for 300.00 for a rug dry cleaning, and as per your request sent your kitchen cabinetry builder to inspect the kitchen, which he said was perfectly fine... I honestly believe all these considerations are more than anyone could have done for you.
I remember you speaking badly about your kitchen cabinetry builders, previous contractor doing your bathrooms and other projects, but never crossed my mind you would be unsatisfied with our work. Since, based on your poor previous experiences, we went above and beyond to make this a great experience for you and Karen.
I am very sorry you are not fully satisfied, please let me know if there is anything we can do to make your experience better and give you peace of mind.
Bernardo
