This is the letter we wrote to Chad and Camille with no response
Hi Chad and Camille,
Thank you for following up and for the opportunity to share our experience with you. Were pleased with the end product and appreciate the hard work that went into it. However, we feel that the journey is just as important as the final result, and we wanted to bring up a few areas where we believe improvements could be made.
Communication: We encountered some communication issues that led to misunderstandings and frustration. For instance, after visiting Arbour Valley multiple times and finalizing a design we were happy with, we were offered an in-house cabinet option at a better cost. We understood that this would be built according to our established plan. Unfortunately, it wasnt clear that we would need to start over from scratch with the cabinet plans, which resulted in delays and adjustments we hadnt anticipated.
Project Management: One of the reasons we chose to renovate with your company was to avoid the need for hands-on project management, as we lack the time and expertise. However, we often felt in the dark about project progress, with gantt charts that were difficult to read and a lack of proactive updates. There were also last-minute schedule changes, such as appliance delivery delays and misunderstandings about when to bring in appliances. Clearer updates would have helped us stay aligned and prepared.
Professionalism: While most of the tradespeople were excellent and highly professional, we did have issues with one individualMatt, the cabinet maker. Although skilled, his conduct raised concerns. We observed unprofessional language, frequent phone calls that impacted productivity, and negative comments about team members and clients, which detracted from the overall experience. Additionally, we felt uncomfortable with his questions about the projects financials.
Overall, we would rate our experience a 7 out of 10. While the final product is something were happy with, we hope these insights will be helpful for making adjustments that could enhance future projects.
Thank you again for the work and the opportunity to provide this feedback.
Best regards,