I had a really terrible experience with this company last year my condo flooded and my condo board contracted them to do remediation work. First, let me introduce myself. I am a home-owner who maintains her property in good condition. In fact, I also keep it clean. Not, like, sterile clean, but I generally prefer when large gobs of glue are not smeared across my floor. Things were going smoothly for me until an unfortunate break in the unfortunate tube on my washing machine unfortunately poured water onto my floor. The more unfortunate part is that this flood became the beginning of many great frustrations as I set off on a 6-8 month journey of trying to get Rocky Cross to competently fix...and re-fix...and re-re-fix...and... you get the idea...
In case you are just tuning in now, my washer tubing burst, water poured across my floor, and my flooring, baseboards, and cabinet toe kicks needed replacing (I'm okay, thanks for asking). Then, Rocky Cross started fixing their own errors over and over. If you want, you can just skip to the photos. Here are some examples (in no particular order of frustration):
1. I have a large, expensive mural on my wall (9 feet X 10 feet), to which I explained to them multiple times, had great financial and sentimental value. I get it, they might have thought it was ugly. Who likes invertebrates enough to commission an artist to paint one on their way? Me. Then Rocky Cross painted on my mural. They were contracted to replace water-logged baseboards...but they painted on my mural. They. Painted. On. It. After asking them not to come near the wall and being assured over and over by their rep, I allowed them back into my home. Well, then they dented it.
2. They installed flooring that did not fully reach the wall (there was a half-inch gap between the end of the flooring and the baseboard). I paid for flooring, but I must have forgotten to pay the GST. They look 5% off the flooring coverage, I guess.
3. They caulked baseboards with what must have been a ten-foot-long pole. To put this into perspective, they had to fully replace all of the baseboards after the first try and the caulking was so mishappen, that even new baseboards with a one inch taller profile than the old ones, did not cover up the caulking up my walls. It's as cringey as that scene from the Grinch when Jim Carey eats glass. There was baseboard paint on the floors, baseboard paint on the walls, everybody got baseboard paint.
4. Their "cabinet guy" was, in fact, not a "cabinet" guy, but he was a "guy" who nailed a crooked, painted strip of MDF to my kitchen cabinets.
5. My granite counter top was removed from the cabinet and the wall where it used to be secured. No, there was no reason to remove it from the cabinet but, then again, there was also no reason that they did not re-secure it. I leaned on it, and the whole granite slab shifted. Oops.
6. The flooring rippled when you walked on it. It felt like we were camping in my living room with the tenting on my flooring. They told me it was an issue with the flooring choice I made (it was the option recommended to me and I was told it was a best seller). Then later they blamed it on the new cabinet guy (who was actually a lady) that I called in...but she hadn't started her work yet. What she did, however, was call me to the unit just in time to see a flooring installer sitting in the middle of my living room floor, chipping out the tongue and groove on the laminate boards with a chisel in the middle of my living room then gluing them back together.
7. On the third try and now the third representative, we were told this was a "calamity of errors" and assured this is not their typical work. Then, we were told they would not return they key to our unit until we signed a letter of satisfaction. Well, that sounded illegal, but luckily when we told them that, they sent the key straight away. Like, straight away.
They ended up paying us out, below market value for the remainder of the fixes, but we decided it was worth it given they will not step foot in my property again.
