Andrew in Thornberry Woods

Long story short, he called me after I asked to be contacted over Homestars. He then proceeded to diagnose the problem and coached me on how to fix my calcified toilet. He said if it didn’t work then to call back and he’d come by and fix it for fee. 1) Shut the water off 2) Pour some vinegar (or acidic cleaner) into the tank/bowl 3) Wait 4) Scrub 5) Water on and flush away Amazing.

We ordered the following: Electrolux Double Wall Oven BlueStar Gas Cooktop Viking Built-in Refrigerator Ventahood Exhaust & Cover Sales agent was professional, and easy to deal with. Provided a good price, and several small perks (free delivery, free knife block and set) Exhaust cover was damaged upon receipt at Caplans, so it was delayed several weeks behind the rest of the appliances. Not a big deal. Appliances were unboxed and set in place, packing material was removed. Delivery staff were very professional, efficient and courteous. Major complaint: Viking Fridge was sold as a new customer special order, non-delivery. i.e. someone ordered it, but didn't want it. After receipt of the unit, it is very clearly a unit that has been disassembled to access the internals, for some reason or other. In other words, it is not "new" and there was some prior problem that needed to be fixed. The control console does not seat properly, and the upper shroud assembly is warped. It is not visible when installed, so it's not a huge problem, but it is notable that the product was misrepresented.

The cabinet faces were well finished, and the hardware is from well respected manufacturer Blum. Customer service for the installed cabinets, and pre-construction customer service was very good. Post sales service for touch-ups and fixes was also very good. The main sales center is horrendous. We attempted to get a custom panel for our fridge made beginning a month prior to closing. We are have now been in for 3 months. I've been given the run around saying the fridge manufacturer (Viking) was unresponsive to questions regarding the specifications (which were provided in full during all correspondence). I was able to get a customer service rep from Viking on the phone inside of 5 minutes to answer questions. I have had nearly 3 months of "I'll call you in a couple of days with an answer" with no answer. I finally had to schedule an appointment to go in and review the requirements. Deal with the builder sales folks, and customer service for the builder. Stay away from non-builder sales, and don't expect competent service for non-builder work.

The company was contracted by our builder to install tumbled stone landings for our home. We negotiated with the contractor to have two tumbled stone steps leading to our porch in place of the pre-cast concrete steps. The pre-cast steps were ~6ft in length. The contractor quoted $750 for two steps 5ft in length. 1. Bulldozer ran into our van parked on the street, and damaged the rear quarter panel and broke the rear window. 2. 3/4" gap between the front of the steps, and 2" gap on the side of the steps. Tried to explain that the gaps were unavoidable due to the material being used. Walked to a neighboring installation to find a gap no greater 1/4". 3. Demanded payment at the end of the prior, irrespective of the work being complete or not. Ultimately we requested the steps be torn out, and to have only the basic landing installed. There is no pride in their workmanship, and the attitude towards the customer is reprehensible.

We purchased the Grand Scale Roll Arm with matching 1 1/2 chair, Portman dresser and several small pieces. The store staff were very friendly. Delivery staff were very professional and efficient. We were given two options to deal with a small defect in the dresser 1) use touch-up paint to be provided, or 2) receive a brand new unit. We opted for 2), and were told the delivery staff would pick up the existing dresser at the same time the new one was delivered. Hanging mirror with ledge was quoted as having a 6-8 week delivery lead time and showed up in 1/2 the time.