Alair Homes Longmont

Ian, we want to thank you and Carolyn for being absolutely terrific clients! You were quick to make decisions and kept the communication channels open all the time. This all started with the designer, Terry Barker, and it was a very fun process to be part of. The transformation of your home was significant and every part was affected, resulting in a truly "new" home. We very much have appreciated having you on our team! Thank you for putting your trust in us!

Kathryn - thank you very much for taking the time to provide a review. Your ideas about the design certainly helped with the planning phase and ultimately the construction, and wow - what a transformation! We really appreciated and enjoyed the collaboration with you and Wayne during the project, and we look forward to working with you in the future. Thanks!

Robert - thank you very much for taking the time to review us. We really enjoyed working with you and certainly appreciated the solid communication during the project, which helped it run smoothly and on time. We look forward to serving you down the road!

Al, thank you for your honest opinion about the project. We over-promised and under-delivered, and for that we sincerely apologize. Our goal is to provide a consistent experience for all of our clients (as the rest of our reviews show) but we came up short with you. We were at capacity (20 projects) when your project was put in production and I felt we could handle yours because of the somewhat smaller scope for a basement finish, and we already had projects in your area, making the logistics feasible.

Force Majeure can come into play, but it's not necessarily an Act of God; right now the construction industry is facing a labor shortage of at least 50% (a result of the recession) and although we have a large base of trade contractors, everyone was stretched very thin during this period. I should have considered this more and suggested a longer schedule to complete the work. Overall, we've been able to manage this effectively, but it came into play with your project. Regarding the plumbing fixtures, there can be differences in the same model, but the main reason we wanted to supply them was so we could include them in our full two year warranty; this makes it a lot easier and hassle-free for the homeowner should something go wrong later on. And, while it's true that the fixture you wanted was discontinued from our supplier, it was available from other sources. We were able to get the rest of the fixtures from our normal supplier.

We have taken steps to improve our client's customer experience: we now have a project coordinator whose job is to help launch projects by assisting our clients with material selections and getting them ordered, and working with the project manager to handle all the things needed to put the project in production, such as submitting permit applications, sending work orders to trade contractors, setting schedules, and coordinating with the office staff. And, during the project, if any change orders are needed, the project coordinator will handle the paperwork and approvals in a timely manner. Also, when a contract is signed, the entire team (office and field) attends a mandatory "kick-off" meeting for each project to go over every detail to make sure that everything is in place to ensure a successful project.

Some of the positive things about your project is that we met your budget and provided quality workmanship as you noted. We took too long, but we got the job finished. And, we didn't disappear or take money that wasn't ours, like some contractors have done to others.

In a time when anyone can post a good or not so good review about a company, we understand that having the highest level of integrity and being honest cannot be compromised. This integrity and honesty is what has made us successful, and your review will make us work even harder for the rest of our clients from here on out. We fully admit that we failed in communicating with you, scheduling was not kept up, and the project took too long. We will not let this happen again.

Thank you again for posting your review, Al. I invite you to check our reviews in six months, and I'm sure you will see positive comments. This will only make us better because we won't ignore what happened with your project.

Pat

John - thank you so much for the feedback. We train and work very hard to provide a memorable experience for our clients. I also have to say that it goes both ways; you have always been available when we needed your input, especially working with the insurance company. You made our job easier!