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As soon as I signed the contract with them, I didn't hear from anyone for a week. I asked what the hold up was and was told they were securing permits. Another week went by, someone else contacts me and says there is no permit needed at this time, the rep was wrong and they would start the work the next day. For the next 10 weeks everything was stop and go. The bathroom tile job was so poorly done by a subcontractor they had to redo it. That same subcontractor did the bamboo floors, which looked good but instead of buying new trim (which the contract called for) they put on the old trim and did not even paint it. The scuff
On to the bedroom ceiling, after it was installed and painted, I noticed a wet stain forming. Called my rep and was told it was moisture in the air and they put a fan on it for a weekend. Water stain got bigger, turned out the toilet was installed incorrectly and was leaking. (Side note, plumber also installed vanity poorly - inch gap from wall to back of vanity - they had to redo that as well. Like I said above, we no longer use that plumber.) They had to rip out the entire ceiling and redo it. The first time the ceiling was hung, before the wet stain, it looked fine, flat and smooth. The second time they had to redo the ceiling after the water leak, the drywall was hung or patched so badly, you could see where each individual screw was by the plaster mound over it. After trying to tell me that's how drywall is done (despite the fact it looked fine the first time they did it) we had them redo it a 3rd time. Finally, it was a flat ceiling again.
Painting - the painters missed numerous spots, we had to point out spots on the trim, behind doors, around frames that they just skipped over. Also, the contract called for painting the hallway and they tried to tell me it wasn't included. I had to pull out the contract several times to make sure they did all the work they were charging the insurance company for.
Finally, the basement. It is the 3rd month into the project and they still haven't gotten to the basement. At this point I was so fed up with them I asked for the invoice and said I would find someone else to finish the work. It took another 2 weeks to get the invoice and several discussions with my rep. The invoices he sent me simply did not add up. I pointed out several mistakes (most in their favor) because I wanted to make sure I was paying the correct amount and I would never have to deal with them again and the rep kept telling me I just didn't understand how the billing software worked. Well, I can understand that 2 + 2 = 4 and 3 + 1 also = 4 and in the end, the totals should match even if the breakdown categories were different (which wasn't the case on this invoice). Finally, after speaking with an office manager and head guy over there, everything was worked out and I was able to pay the bill.
I did encounter some nice people there, the office manager, the owner, and one of the site managers. After speaking with some of them it sounds like I did have a problem rep who was fairly new. But still, a lot of their subcontractors (floors, drywall, paint, plumbing) were not good and needed more oversight to ensure the job was done correctly. I did get a great electrician out of the process who we subsequently hired to rewire our entire basement.
What made this entire ordeal so much worse was the fact that due to the damage and work in process, we couldn't use our two bedrooms. It was a small 4 room apartment and 2 of the rooms were out of commission for three months. My husband, toddler and I had to sleep on the pull-out in the living room for the entire time.
I would never use this company again and I would not recommend them to anyone.
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