If this review was only for Ernesto, it would be an 11/10 - he was the saviour of the project going above and beyond what I expected one person to do, always responding to my texts and patient with all my questions and concerns. He even mounted my TV which wasn't on the work order!
Without Ernesto, I am not sure if I could even rate a 7/10...some frustrations as follows:
-Initial meeting took 4.5 hours, way too long!
-The day I signed on, and also on the day of the design review, I asked about the shower being able to fit and I was assured it would. Only once the shower base, tiles, flooring had all be done I was told the enclosure would in fact not fit and they would have to source a custom one. That delayed the project quite a bit.
-Was initially told the project would be 10 working days to 3 weeks. It was 4.5 weeks before 'substantial completion' and there are still small things to be finished
-Picked out laminate covers for the stairs, only told once flooring etc. had already been laid i would have to switch to carpet - then only 4 different to choose from and had already picked other colours based on the laminate
- Buildertrend...use it or loose it...I would send messages and never knew if anyone was reading them or not, sent one, then 2.5 weeks later sent another one on the same topic only to then get a response. Also the calendar was not kept up to date so I was unaware of when the project would ever be done
At the end of the day the space looks beautiful and all the people I dealt with were courteous and professional. Big shout out to Ernesto as well as Chris.
- Approximate cost of services:
- $43,400.00
- Company Response
Hi Catherine. Thanks for taking the time to post a detailed review. Mind if we address a couple of points directly? We'll start with Ernestos, he like our other Supers is, well... super dedicated to customer satisfaction. The initial meeting is long, as we intend it to be thorough. It can vary though depending on the basement and the build being discussed from 1.5 hours, to as you noted here over 4. The shower size is a valid concern, and should have been noted as a "should fit with minor modification, but we'll look into it." As noted, it wouldn't fit as well as we thought it would, and the custom order did take time. We could have made the standard fit, but it was determined that it might not be perfect and the a custom-sized enclosure should be ordered. We're happy you a thrilled with the finished space. Enjoy your beautiful basement. And don't hesitate to reach out if you require any service during the 2-year warranty period.