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At no point did anyone, aside from the project manager, have a firm grasp on what my project entailed. The office staff does not acknowledge problems, but instead minimizes them, which can be irritating. For example, after multiple failures to complete a project it is perhaps not a good idea to tell a client "good news, only two more issues to go."
Unless you live next door to
Do expect the office to call right before the end of business to ask if you can be free the next day. This is difficult if you have clients of your own. Do expect them to call you at the end of business to tell you they can't be there the next day as scheduled. This is also difficult when you have clients of your own. Clients get justifiably irritated when you try to move them back onto your calendar.
don't expect all the necessary people to be present for your project. In fact, they may not even be aware a person is a necessary party.
Prior to project:
At the October 10, 2012 meeting
A meeting was set up with the designer/project manager for October 24, 2012.
In general the project took too long. The end of August to mid May for two built ins and kitchen floor removal/wood install is too long. The narrative below will explain why, at least with regard to the first phase. After that, I had to put off the floors off for a bit due to my work schedule. Additional delays were due to the floors not being installed properly.
We were scheduled for installation right before the holidays. The morning of installation someone from the office called to inform me they would be there by 10:00am. I asked how long they estimated for installation. She read through some notes and said 2 to 3 hrs. I noticed she had not accounted for the time for the electrician to do the necessary wiring prior to the built ins being installed and she said "oh, yeah the electrician." 10:00 am comes and goes. I call and am assured they will be there soon, unless I would prefer they come after lunch time. I let her know I preferred they get here as soon as possible. Around 12:30pm an electrician shows up. He has no idea what he is supposed to be doing and was pulled off another job to come to my house. He calls the office for information. He says he has to run to Home Depot to buy the 2 puck lights. I told him he would need four, two in each alcove. He said the office said 2 total. I pull out the contract and show him the description of work. He is clearly annoyed with the office and heads off to home depot. He does the wiring and deals with the outlets to be pulled forward into the lower portion of the cabinets.
2:30 the crew arrives. They pull the built-ins into the house, and they are the wrong color. One of the crew tried to convince me it was just the lighting. Back they go. There was much debate about who was to blame for the color not being right. In any event, they have changed their policy and when a wet sample is provided, a dry sample must be provided as well, so hopefully that will not happen again. I agreed to pay for the actual cost of the paint for the second painting. I regret that now in light of future events.
2nd try: After the holidays: One guy,
Third attempt: Everyone necessary shows up! The units have all the correct parts and the backs have been properly supported. Plenty of people who have come to my home have commented on how nice they look and ask if I would recommend the business that made them. No.
I will spare you the details of the floor demolition and wood installation. Suffice to say the same poor communication continued. There are gaps between the wood planks here and there, and a couple of planks are not level with the others. One pops up almost 1/8 of an inch towards one end and is starting to rise up on the other end. There was another board they they managed to secure down, but could not fix this without ripping up a large portion of the floor. I really just did not want to go through it anymore. I was also supposed to have new quarter round as well, but it became clear that no one was aware of that and quite frankly, I didn't bring it up because I didn't want to delay this being over. Like another reviewer they took 500.00 off the cost. They also gave me a gift card to a local restaurant--which wouldn't you know--had no cash loaded onto it. Was I surprised? Not one bit.
The actual crews were polite and some are quite good at what they do. I know some of the guys I had are now gone. The electrician,
solution for media storage in our living room. We met with Kayt and set
up an appointment to have her come to our home and measure as well as
talk about our needs. That meeting took place the following week, and
everything went great. Kayt is a delightful and personable young lady
and seemed quite knowledgeable about the many styles and materials
possibilities and anxious to review the designs that she was to create.
The first opportunity convenient for all of us was in two weeks. We
were so glad when the day finally came and we were going to see the
possibilities for our new home. We got to the store at the appointed
time but were told by the other sales associate in the store that Kayt wasn't yet in. After some encouragement on our parts, she contacted Kayt and we were told that she was running late and should be there in 20-30 minutes. Although disappointed, we went down the road for a cup of coffee, and returned shortly. Kayt showed up after an hour and twenty minutes. She apologized and although we were pretty frustrated, our irritation was soon eclipsed by the excitement over the designs and elements we were choosing. We made the choices for the
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