Basement Remodeling, Bathroom Remodeling, Deck Building, General Contracting, Guesthouse Design & Construction, Home Additions, Home Extensions, Home Remodeling, Home Restoration, Kitchen Remodeling, Outdoor Kitchen Construction, Porch Design & Construction, Shed Design & Construction, Tiny House Construction
Aurora, Denver, Parker, Lonetree
The reviewer (Ms. LeMay) did request a consult on a remodel project for her home. My husband and I met Juliet for a complimentary consultation at her home. During this time, she walked us through the project and explained what she was hoping to have done in her remodel; the biggest component was floor replacement. I asked a few follow up questions for clarity in the project such as whether she had picked out the flooring she wanted, so I would know if they needed design help or pick up/delivery help, etc... I also explained that when we remove old flooring and install new, we do not install flooring up to the baseboards and then cover it with quarter round like some installers, we remove the baseboards and then re-install them. Once we had enough information, I put together a proposal, they accepted the proposal and then signed our contract. The day before the job was supposed to start, it was discovered that the flooring had not been purchased as discussed earlier in the month and instead Ms. LeMay wanted to special order flooring from Home Depot. This was the first of many communication challenges due to inaccuracies between Ms. LeMay and her husband and lack of communication with us. Their understanding of what they hired us to do differed from our initial conversation and what was on the contract. However even with this challenge, we agreed to move forward to get the scope of work completed for them.
A few days into the project, I had reached out to them to let them know there would not be enough flooring to finish the upstairs bathrooms, so we would need an additional box of flooring at their earliest convenience. The response I received from Ms. LeMay gave us cause for concern as it was not a typical response from our clients. Due to her behavior, and the previous communication issues, my husband and I decided we would finish what we had done to that point. The main issue we could not agree on was the replacement of her baseboards. We had discussed them in our initial agreement; however, Ms. LeMay wanted only to remove and reinstall all salvageable baseboards even though we recommended replacing them. They decided after the old ones had been put back that they wanted them replaced. Her original baseboards did not fit properly back together, and her floor joists are not level which caused the baseboards not to sit flat on the floor in some areas; as shown in the photos. They should have been replaced from the beginning as we recommended, however, Ms. LeMay did not want to have that expense included in the contract. Ms. LeMay disclosed to me that if I did not replace her baseboards for free, she would post negative reviews about me. During our time at Ms. LeMay’s home, my installer did damage the wall while removing one area of baseboard, so we discounted the invoice for that mistake. We have been trying for two weeks to get this situation to an amicable place.
Currently this client owes me over $500, but because we could not come to terms, we are not requesting the remaining balance owed. I believe we did everything we could with this situation, however, we were unfortunately unable to fulfill the demands made by Ms. Lemay. One of the main directives of our firm is to not only provide excellent service, but to be extraordinarily respectful of our clients’ investment. Through our detailed proposals, we ensure that our clients are well-informed from the start of the important details of their project, including the scope of work to be completed and the number of hours we anticipate we will spend to complete their project. We provide this so that our clients can make an informed decision before selecting our firm for their design and decorating needs. We have spent years developing a process that offers our clients convenience, transparency, clear communication, quality, knowledge and, above all, inspired design. We do our very best to please each and every client while maintaining our high standards of design and service. We regret that we could not accommodate Ms. LeMay’s requests and wish her the very best of luck on their remodel.