Disappointing work and customer service
I hired Springwater Construction for an ensuite bathroom renovation based on their promises of excellent customer service, a 5-day timeline, and a competitive price. Unfortunately, the experience was a disaster from start to finish.
Adam and Roger were inconsistent with arrival times, starting the first day late at 1pm after I had to reach out. Tuesday, they didnt show up at all. By Wednesday, they were again late and worked past 6:30pm, disrupting our plans. On Thursday, they came at 10am but informed us they wouldnt return until the following Wednesday.
Communication was equally poor. I had reached out to Adam about additional services before the project began and waited four days for a reply. After work began, mistakes became apparent. Incorrect info on the quote, back-and-forth trips for materials, and questionable work quality. When I asked for a quote on minor mudding repairs, they completed it without confirmation. The mudding was so poorly done that I had to redo it myself and I asked not to be charged for it. No response until 5 days later when Adam calls Tuesday and was incredibly rude and insulting, accusing me of not wanting to pay them and suggesting we terminate the contract. This accusation was incredibly uncalled for and after some discussion he agreed to still come Wednesday to finish the work.
The final straw came after another contractor inspected the work. They noted the walls hadnt been waterproofed, and the waterproofing membrane was simply thrown away. The tile work was also problematic. Sharp niche edges and uneven tile cuts presented both safety and aesthetic issues. I contacted Adam to terminate the contract, leaving me $4,125 out of pocket with unfinished, poor-quality work. DO NOT WORK WITH THESE CONTRACTORS.
- Approximate cost of services:
- $8,250.00
- Company Response
Hi Samantha, We’re truly sorry to hear about your experience. At Springwater Construction, we take pride in our commitment to customer satisfaction, and it’s clear that we missed the mark on your project. We apologize for the issues with our timeline, communication, and the quality of work you described, as well as any inconvenience caused.
We understand the importance of quality in every detail, and our team checked the work throughout to maintain standards. In fact, we recall you were initially satisfied with the quality of the work. As for the waterproofing and tile work, we followed best practices and used industry-standard materials to complete these aspects of the project.
The issue surrounding payment did lead to a misunderstanding, which we regret. Our team always aims to foster positive client relationships and avoid tension. Our conversation about payment was meant to ensure transparency and alignment, not to create conflict.
We’re open to further discussing any concerns and finding ways to resolve them. Please feel free to contact us directly if you would like to explore this further. Thank you again for sharing your experience, and we hope to address your concerns in a way that meets your expectations.