We selected 310 Reno through the Home Star rating system, as they appeared to be the best rated contractor for our renovation. In the initial stages of our basement project all details appeared to be catered for, work progressed on time with the workmen being punctual and tidy. During the first stages of the project, we informed the project manager that we needed to know when materials and workmen would be arriving, and when aspects of the build would be scheduled to be started, and completed. The majority of the time no information was passed from the project manager to ourselves. Due to this we requested a meeting with him to explain our frustration. The project manager stated that he would endeavor to change this. Nothing changed. Appointments that were arranged, were missed, I cannot recall one time that the project manager arrived on time, with hardly a phone call or e-mail explaining that he would be late. I understand that contractors are busy and meetings run late, traffic jams occur etc, but if you have arranged a time to come and review something at a clients house, and the client has arranged time to be at his/her house, they do not appreciate waiting. During the entire project the main frustration was a lack of communication. Phone calls would be made, messages left, e-mails sent, asking for clarification/confirmation with little information in return. The main core of contractors did do good work, but some aspects of the job were sub-standard. The main ceiling and two main walls within the basement had to be re-worked FIVE times, due to the dry wall being uneven with the taping standing proud. I admit I have high standards but when your ceiling and walls look like a model of a rough ocean I tend to get a bit upset, especially when I’m told the work has been corrected, and find nothing has changed. The bathroom tiles were laid incorrectly, with uneven tile gaps, these had to be removed and replaced. Upon fitting the shower door, (different contractor), a tile cracked due to the fact there was a void behind it. Upon believing the project to be complete, the bathroom was thoroughly cleaned, only for us to discover that the tiles on the floor and wall are discolored with dried grout. I have been waiting over a month, for this problem to be rectified. (As of Aug 23rd 2012 this has not been rectified). The project manager has yet to provide a date for this work, all I am told is when someone is available they will come! I would not use 310 Reno again, or recommend them. Overall a bad choice by us. Update, As of November 16th 2012, 310 Reno have finally finished working on our renovation. It took numerous attempts, and 56 days, (from Aug 23rd 2012), to clean the bathroom tiles to an acceptable standard, and finish other outstanding issues. Update: We were contacted by a senior partner at 310 Reno who extended his sincerest apologies for the ongoing frustrations on our build. We informed him of the oversights and the lack of capability of his project manager and have since been told that new processes have been put in place to guarantee that this type of treatment, or lack thereof will not happen again. He also offered us compensation for the stress and disruption to our family. We are pleased that the job is now complete, and that the owner of 310 Reno has acknowledged and made amends. We are now left with a lovely basement which we can finally enjoy. Overall a great company, marred by the actions of one individual.
- Approximate cost of services:
- $60,000.00
- Company Response
Hello Mark, I appreciate your feedback and apologize that you are not completely happy with our team. We tried hard to do our best to make you a happy and satisfied customer, and attempted to do whatever we could do to rectify any issues that arose throughout your project. As you know, the deficiencies with the taping/plaster work on your basement ceiling were extremely difficult if not impossible to notice when the basement lights were turned on, and therefore, you and our installers could only see the issues at a certain time in the morning when only the sunlight was lighting the space. You understand that we tried and tried until we made it right, as you stated yourself, that we "reworked it FIVE times" until we got it perfect. We will always do what it takes to make it right, even though we aim to make it right the first time around!
The rough surface porcelain tile that is installed in your basement bath was a challenge in terms of removing all the grout. However, this is no excuse and I do agree that this should have been done better the first time around. You know by now that we will by no means leave you with an unsatisfactory tile job. I attempted to explain to you the reason for the delay in having the problem rectified in a more timely manner, however, I suppose this was not sufficient for you. We have already removed 98% of the problem that can be seen in the attached photos, so these photos no longer reflect the finish of the tile work in your bathroom. We are ready to correct the existing 2% deficiency the moment you provide us with a date to do so.
Over time, I hope you will find it in your heart to get past the humps that occurred throughout the process of your renovation and will soon only see the positive outcome of your new and beautiful basement space. We'll be in touch.