We hired Matt Stroud and his company to do a total renovation, including electric and plumbing, of a historic 80 year old, 5000 sq. ft. home for over $250,000 in 2014. It was a long process, so I'll keep it succint.
Initially, everything was great. The owner said he would personally manage our renovation, was prompt, responsive, professional and flexible. He let us use their warehouse to store our materials as they came in at no extra cost. His staff was friendly and professional and we thought we would be repeat clients forever. Things were ahead of schedule during demo, but then went horribly wrong after that.
1. COMMUNICATION - When they started missing deadlines, making costly mistakes, did not show up for service and we started having issues with communication with the Project Manager, George, the owner, Matt, stopped taking our calls. The house was barely useable in time for my daughter's birthday, which was a hard deadline we had given them and they told us that their quality was suffering because we rushed them. Mind you that they told us the renovation would be completed in 4 months. It took 9 months.
2. PRICE - Some items I had ordered and had the owner verify and sign off on before ordering did not fit. So without telling me in same cases (shower door), they would have the item modified. They never mentioned the cost of any of this, which we should not have had to pay because it was their error, until they presented us with a bill for an extra $10,000. We negotiated that down to approximately $2000, citing that we could have avoided many of those costs had they paid attention to detail (they are the experts, correct) and communicated. Then they tried to charge us twice for some things.
3. SERVICE - We were never late on a payment. We were overly communicative. I had diagrams and charts of items and locations. We were always available for questions and generally understanding when issues arose and they were communicated effectively. They said over and over we were easy to work with because we were organized. So when the project got out of hand expensive, we tried to scale down as to not get in over our heads. But they said they would work with us for the basement renovation and initiated a payment to plan. Since we were still paying large lump sums regularly (like $30K), the payment plan for ($18,000) was supposed to start when the renovation was completed. But they hounded us about the first payment before they completed the other work, which was not the original agreement. And we could never get them to respond to email, so we couldn't get these things in writing.
4. QUALITY - Visually, our home looks nice. Most things work and for a large renovation, I guess I should be happy with 80% of things done well. But we paid over $250,000 for this renovation and a plumbing issue caused the basement to flood after the renovation was complete because they failed to inspect underground and there is still knocking throughout our pipes. They paid for some companies to make an assessment, who wanted to charge us an extra $10K to bust up our newly renovated basement and lawn, but they couldnt tell us what the problem was. We agreed on a repair strategy, but they never showed up. CT never showed up on at least 4 occasions that my husband or I took off work to deal with. Ultimately, the issue was that they had stuffed some material in the venting system for the plumbing and once we paid for another opinion and it was removed, no issues with flooding. Also, the hardwood floors have paint stains in them because their flooring company would haphazardly show up in the middle of painting. There were black fingerprint smudges on all of the white doors and moldings. And the ceiling under their addition shifted. When we pointed it out, they fixed it but slapped on the wrong color paint and now we have a two tone ceiling in our kitchen. Also, the repair of the historic handplaster molding they did when they damaged it was initially horrible, but we made them call in an expert to fix it. In each case, we had to fight with them to get things done correctly, and they have not honored their warranty since.
Ultimately, most of these issues could have been avoided with thoughtful, responsive communication from the company leadership when things got hard and attention to detail.
2 Comments