123 Remodeling Inc.
5070 N. Kimberly Ave Suite C
Chicago, IL 60630
Call or message us today to set up a free in-home consultation, and we'll send you an estimate for the work.
Basement Remodeling, Bathroom Remodeling, Countertop Installation, Deck Building, Flooring Installation, General Contracting, Home Additions, Home Remodeling, Home Restoration, Kitchen Remodeling, Laminate Flooring Installation, Linoleum Flooring Installation, Project Management, Shower Installation, Staircase Design, Tile Installation, Kitchen Design, Bathroom Design, Condo Remodeling
Chicago, Evanston, Glenview, Golf, Harwood Heights, Kenilworth, Lincolnwood, Morton Grove, Niles, Park Ridge, Skokie, Wilmette, Winnetka
Better Business Bureau - Complaint Fee Award 2013 - 2019 Best of Houzz 2014, 2015, 2016, 2019, 2020 Talk of the Town - 2013 & 2014 Customer Satisfaction Award Certified Serena Shades Authorized Dealer EPA Lead Renovator
I spoke with the PM today, and he was able to show me documentation of a timeline. He gave you a quote (on the 7th) a few days after your consultation (the 3rd), which included everything but the counters, since those were added in response to you wanting a farmhouse sink that couldn't have been done with your current set up. As a 3rd party, it seems like the understanding was to price those separately anyway, since there was uncertainty about whether the counters were wanted. I still don't know what happened that we didn't hear from the counter guy, but I'm working on it. The next week (the 17th), Alex got a range from the fabricator (in lieu of an exact number, since we still couldn't get our usual counter guy), sent it to you, and was told that you "would think about."
And apparently that was the last he heard from you. He tried to call you the following week but didn't get a response. As far as any of us knew, you were still considering the bid up until you posted here.
So we're here, trying multiple times to reach out to you, trying to get some follow up on what we could've done better for you where it was within our power to do so. We're very serious about integrity, and own up to our faults and mistakes. I guess the trouble I'm coming to is that you're willing to talk about us on a public forum, but not to us when we want to help and specifically address your complaints.
My offer still stands - if you want to email me directly to discuss, I'm eagerly awaiting that opportunity. If not, I suppose we've done our best.
Sorry to hear that things ended up that way. We work very hard on customer satisfaction, so I'd like to talk about this and address the problems so we can do better in the future. The fact of the matter is that, given how large of a production we are, miscommunication isn't unheard of. Sometimes there are delays from our suppliers, sometimes we can't get hold of clients, but we're always doing our best to manage these relationships, so we have to take responsibility when things go wrong.
Personally, I believe this critical feedback is much more useful than the praise we're used to, so I want to harness this opportunity as a way for our team to grow. If you don't mind, I'll invite you to send us a message on here, or you can email me at firstname.lastname@example.org and hopefully we can talk it out and reach some resolution regarding the particulars of your project (unfortunately, since you posted anonymously, I don't know what the project was or when this took place, so I can't offer much more than this without your help).
Hoping to talk to you,