6652 Pinecrest Drive, Suite 100
Plano, TX 75024
Bathroom Remodeling, Cabinet Refacing, Custom Bathroom Vanities, Custom Cabinets, Custom Countertops, Custom Kitchen Cabinets, Kitchen Remodeling, Drywall Repair & Installation, Remodeling
Allen, Carrollton, Frisco, Little Elm, Mckinney, Plano, The Colony, Aubrey, Lakewood Village, Lewisville, Oak Point, Prosper
Best of Houzz 2012, 2013, 2014, 2015 Remodeling Magazine's 2012 Remodeling 550, 2012 ARC Award Winner, Angie’s Super Service Award 2011, Dallas Market Leader Award 2011, National Association of the Remodeling Industry Member, BBB Member, National Kitchen and Bath Association Member
We regret this negative experience for our client, and for our team members. Although, we don’t have any report at all of anyone being physically injured.
Because we were not acting as the general contractor, this experience was definitely not our norm. It is the very reason our standard projects have one of our construction professionals assigned to lead the building process in the most efficient manner. When it was evident this project wasn’t working out well for either party, we decided to refund a portion of payment for the scope of work that we both agreed not to complete in order to reach an amicable resolution.
This client chose to operate as his own general contractor, which created exorbitant scheduling delays, which ultimately resulted in several labor and material cost increases along the way. In addition, on several occasions, we installed electrical items, and upon our return to the house, we found that the homeowner decided to make changes to the electrical items on his own. As we were required to address/fix the newly moved items, we presented the additional cost associated for these changes to the scope of work. The client disagreed, but continued making changes to the items in our scope of work, and moved plug locations on multiple occasions.
We performed the work as detailed in our original agreement. The project was properly permitted with the local code enforcement, and all items were installed according to specification. Our completed work was inspected and passed by the city’s local code authority.
We work according to each city’s code requirements, with experience rooted in tried-and-true industry best practices. We value every one of our clients’ experiences and hold ourselves to working with the utmost integrity. Our team members work hard every day for happy clients to deliver on hundreds of construction projects each year. We regret that this didn’t go well for any of us. Thank you again for your feedback, and we wish you the best.
We had the counter-top supplier out to the home during the bidding process to confirm the price so it would be as dialed in as much as possible to keep the entire transaction in a very transparent place since the selection was high end & we didn't want to have the project start without clear & property expectations.
We went back & forth with the client doing all we could to get the price as close to their budget as possible & yes, this does take some time.
Once the price was presented to the client we received an email back saying the wanted to hold off on the project.
In regards to DFW Improved being 20% higher- DFW Improved was originally called to the home for an estimate in November of 2013, and a bid for the job was given. We were called 4 months later to look at the project once more, and the owner indicated he had received other bids, but they had not included everything that we had included. The proposal was updated, and after not hearing back from the other contractors, the owner informed us we were 10% more than the lower bids.
In regards to DFW Improved not understanding the permitting process- Yes, our project manager had never worked in the City of Dallas. To say that we are not understanding of the permitting process is not a fair statement. Chad is one of our most experienced project managers. The fact that he had never worked in Dallas is irrelevant. As many reading this will know and understand, permitting processes can change from day to day, and inspections can be different from inspector to inspector.
In regards to DFW Improved showing a lack of attention to detail- One thing we would like to stress to our clients (AND DO), we are not perfect. The cabinet installer did make a mistake in being an inch off. The situation was rectified swiftly. What our homeowner failed to explain was that this mistake was brought to his attention by US!
In regards to DFW Improved having poor sub-contractor work – I would urge future clients to visit www.DFWImproved.com and look at our work. We did have an electrician that set us back on this project, and it was swiftly rectified.
In regards to DFW Improved failing to abide by the contract – When the project was in the beginning stages, the conversation was had that we would not be able to provide a construction schedule until we knew when the project would start. As many know, there are a ton of variables. One variable is customer made changes. During the project our scope of work increased by more than $30,000. During the process we encountered termite damage, rotten subfloor and rotten joists. These items had to be repaired before we could proceed. The homeowner midway decided to add trim, and doors throughout the whole home. These things combined did in fact increase our time in the home.
In regards to the customers overall experience – We are disappointed that the homeowner is not happy with the final outcome. During the project, our Production Manager was called for a meeting with the client and Sales/Project manager. Our Management stayed involved with the project until the end visiting the site often, and helping sales and project management get to our agreed upon finish date. We did in fact meet our deadline that the homeowner had given us with the exception of the final inspection. We could not call for the final inspection due to the fact that we were waiting on a customer supplied vent fan in the kitchen.
In closing, not a single item was left “unfinished”, and the customer signed our form and informed us that the job was complete to his satisfaction. During the entire process, Sales, Project Management, and Management encountered vulgar and condescending emails, texts, and phone calls. Our job is a difficult one. It’s personal. And we feel if the customer would have worked more with us than against us, the end result would be a happier homeowner.