Hi Paula,
We were genuinely both shocked and disappointed upon reading your review of the bathroom we completed several months ago. We were disappointed because as a rule, we would do anything and everything possible to make sure our clients are completely satisfied with the overall service and finished workmanship on any renovation we get hired to do. We were shocked because at no point during the renovation did you voice even a small concern. When we read this review, we attempted to reach out to you numerous times, to see what if anything can be done to address your concerns. Unfortunately, for a reason we cannot understand, you had no interest in discussing.
What's particularly disturbing is that virtually all the issues raised, have simple explanations. The monies requested throughout the job were all progress milestone payments clearly outlined in our contract. We never requested payment before payment was due. Many of the owner supplied items, and much of the additional work your requested throughout the job, were items clearly delineated in our contract. While we do understand that sometimes having to forward progress payments can be frustrating, unfortunately, we have no choice but to attempt to collect payments as they become due.
Issues like illegible handwriting also seem a bit unfair, given the fact that while the original estimate was handwritten, the contract was sent to you neatly typed and formatted in Quickbooks.
Gerhard is one of our senior bathroom project managers. He is referenced in fact in many of the reviews on this very site. His professionalism is typically unmatched. He oversaw supplying you 3D drawings to help you better visualize the finished bathroom. We did this at no additional cost. He also made frequent site visits before and during the renovation to make sure everything was progressing on schedule. It always was.
Given the fact that both you and your husband were not home during any part of the renovation, most communication occurred via email. Neil who was the on site lead, told me that when he did his final walk through with you, you were elated.
If we were allowed, we would post finished pictures of your bathroom. It is magazine worthy. We honestly can't imagine why months after completion of this job, you would post a review that describes a completely different experience than the one we remember. Once posted, we cannot begin to understand, why our attempts to explain and correct any lingering concerns you may have, continue to be ignored.
We are at least happy, that you are happy with the finished product. While confused, we are truly sorry you did not find the experience enjoyable. Should you change your mind, our offer to meet or talk still stands.
To any potential client who is still reading this, we ask that you understand that no renovation is truly template or predictable. We have built a reputation of delivering beautifully finished jobs that are well supervised and coordinated in as efficiently a manner as is allowable. That is a commitment we will not stop delivering on. Thankfully there are hundreds of reviews that support that.
Ben and Dan
Reply created 3 Dec 2015
