Our experience was absolutely atrocious, which was unfortunately given how charming everyone was at first. We had a hard time getting estimates in a timely manner (days and weeks) and getting scheduled was a long winded mess. Getting the contractors to show up when they (both the contractors and managers) said they would and complete work was difficult. Then once we decided to discontinue and go with a different company, we found out the work done was done wrong and the original estimate didn’t account for more than half the work that was supposed to be done. I highly recommend finding a more reputable, less expensive and solidly organized company unless you are comfortable wasting a lot of time and money. We did not feel at all like we mattered as customers, and not once were any of the mistakes they made owned. We paid them in full just to be free of them. Feel like an idiot for tolerating the dysfunction for so long and not just calling them out at first.
Update: after reading the response I thought I should clarify a few things.
1. The only things ever removed from the estimate had nothing at all to do with electrical or plumbing. From day one we never planned to do any rough plumbing or electrical work ourselves. There were however requests to add work on that were acknowledged but never included.
2. Removal of knob and tube wiring was always a part of the job. My partner asked if the new wiring could be hung and was told no. He never insisted on it. He asked because he knows how to finish electrical. Please do not characterize us as underhanded when we are simply learning what can and cannot be done.
3. Our one delay was due to our having to frame out the entire basement before the electrician was willing to work on it. This request to frame everything out ahead of time was received the day that the electrician came to see what he’d need for the job, not before. We didn’t complain, we simply got to work framing.
4. No one from your company ever told us this was a bad investment, and it is not a bad investment. We walked the property twice with your GC and talked with him about what we planned. There seemed to be a disconnect between he and the person who puts together your estimates as well as your crew and the project manager. The majority of the delay time happened after conversations were had. I’d be happy to forward you the emails specifically requesting that the estimate include 2 full baths and one sink rough plumbed. You were not included in these email chains. Perhaps your DRs have forgotten about these emails. I searched for them early on thinking the mistake must have been mine. It was not.
5. I am aware of and sympathetic with the family emergency Lauren experienced. We did not push for her to do anything but take care of herself and her family for the following several days. The problem came much later, persisted and worsened. If there was one thing that I will take fault for it is trying to be nice where I should have been direct and professional.
6. We asked your plumber if he was ALLOWED to do weekend work. He said yes. I find this incredibly hypocritical given how you all try to poach employees from business partners of yours.
7. Your bill was paid the same day you texted Jesse. We waited for it to be updated for a week.
Nick, a lot of your problems come from you listening only to one side of the story. Your employee seems to be out of her depth and overwhelmed. When DRs feel overwhelmed they often make up narratives to defend why they are struggling. No matter how we tried to communicate, we constantly had to overcome a lack of listening, lack of understanding, and lack of follow through. We are the customers, and also new investors. We are trying to learn. This does not make our experience invalid. But this openness is not reflected in your defensive, half informed response. If you or anyone of your team had bothered to reach out to find out what had happened on our end, perhaps there would not be so much back handed and inaccurate narrative and we might improve ourselves all around.
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