We did a basement development in 2014 and were sold on a "white glove experience" from the sales person and we certainly didn't get the service and quality we were expecting. The space designer that was assigned to us didn't seem too confident in making recommendations on how to properly design the space for maximum efficiency - little details were missed on the original drawing that the electrician had to ask me about when he was onsite. The job was several weeks behind and it required several calls to the site super and management to get action. Even when the job was going off track I was told by my site super that he returns calls within 2 days - by that time many of the problems would have been major work to be fixed if they weren't dealt with right away. The major trade they subcontract to (insulation, drywall, painting) were very unprofessional, left our house unsecured several times over the course of the project, had to redo work a couple of times to get it correct (ie. vapor barrier with holes, square drywall corners installed when they were to be round ones, drywall seams clearly visible on several walls, etc) and up to standards that were sold to us in the beginning (which was a fight to get and it is a good thing we checked the work at the end of every day and acted right away before issues were covered up). I actually had the site super tell me I was not supposed to talk to the trades that were working in my house and stormed out of my basement after so doing. At the "end" of the project a cleaning lady came in and did an average clean and then the site super came back to so some drywall touch ups AGAIN and was left with dry wall dust throughout that I had to clean up. The work in the end is average but certainly not the superior quality they sell themselves on. The only thing that was prompt with them was the payment they would take on my credit card. If you use them make sure you are aware you won't be getting the high end quality they sell you on and take your 10% holdback on the project to ensure the little things are done as promised.
- Approximate cost of services:
- $45,000.00
- Company Response
Dear Erica.
Thank you for sharing your comments with us.
I am sorry we didn't meet the expectations that we set with you at the beginning of your project.
We have since parted ways with the company we were using to complete the insulation, drywall and painting and instead are using sub-contractors that specialize in each of those areas.
Based on your feedback it seems like there was a disconnect between our staff and yourself which I find very disappointing because we pride ourselves on our communication and follow through. Our Accounting department should not be contacting any client for payment until their Site Coordinator confirms with our office that the work is complete.
Our clients can and should expect a project that is professionally managed by our qualified staff not by the customer themselves and I am sorry that you wasn't your experience.
We welcome and encourage our clients, staff and trade partners to have a critical eye when inspecting our/their work; after all your home is your biggest investment and it's important you are involved. We do ask that our clients bring any concerns with work directly to your site coordinator or our construction manager to avoid the individual working on site feeling belittled or their work personally criticised. Again we absolutely welcome open communication to our trades and staff members but recommend our clients follow certain channels of communication to avoid any miscommunications.
The only thing you have brought to my attention that I am not clear on this the several weeks delay to your project. Our records indicated that your contract shows an estimated completion date of April 17th, 2014 and that your project sign off occurred on April 30th, 2014. If you could please clarify where you experienced the several week delay I would be better able to address this concern.Thank you again for your feedback and have a great day.
sincerely,
Chloe Horne
Office Manager
403-452-2839 ext. 234
chloe@planitbuilders.ca