Backsplash Installation, Bathroom Remodeling, Countertop Installation, Custom Cabinets, Custom Countertops, Custom Pantries, Flooring Installation, Home Additions, Home Extensions, Home Remodeling, Kitchen Remodeling, Outdoor Kitchen Construction, Project Management, Shower Installation, Vanity Installation, Wood Floor Installation, Window Replacement, Condo Remodeling, Single Family Home Remodeling, Hunter Douglas Window Fashions, Interior Design, Steam Showers, New Construction, Window Treatments
Dallas, Highland Park, North Dallas, Oak Lawn, University Park, Lakewood, Northeast Dallas
• 2021 Dallas NARI Contractor of the Year • 2020 Dallas NARI Contractor of the Year • 2019 Dallas NARI Contractor of the Year • EPA RRP Lead-Safe Certificated • InstallationMasters® American Architectural Manufacturers Association (AAMA) Certified Window and Door Installer
We started your project on December 4, 2018 with an estimated 120 days to complete which would have been April 4th, 2019. During the course of your project, through owner requested and approved change orders, your project scope extended the completion date by an additional 53 days. This moved the completion date to May 27th, 2019. You and your wife asked us to pause the work and give you space to get ready to have your baby. In fact, we worked round the clock to prepare the home and had cleaners there up until you arrived home from the hospital. We are really surprised by your version of events and have photos and correspondence to show this claim in untrue.
As discussed, we pulled off the project per your request and waited until you asked us to return in mid-June to complete the agreed upon punch list dated June 19th, 2019.
Your Kitchen cabinets were installed on May 7th, 2019. Your kitchen counters, appliances, and plumbing were completed and working before the end of May. One thing that slows down any remodeling project is the project’s cash flow and we had to postpone and move deliverable dates several times due to slow payment.
You said in your review that we “completed the work quickly, but there were long delays because the cabinetry had to order and then reordered because of lack of attention to detail in your kitchen design”. This is simply not true. The company installing your appliances damaged your custom cabinet panels not once, but twice. As a result of their damage, not ours; we had to order new custom panels two times. Renowned Renovations custom cabinet factory is in Pennsylvania and their turnaround time for custom pieces is 8 weeks.
We believe that we were responsive to any and all concerns you had and did our best to manage your expectations.
Many of our clients have never been through a remodeling project and have limited knowledge about the construction process. That’s why they hire us. We explain at the beginning of all of our projects that we are entering into a partnership between the homeowner and Renowned Renovation, a professional contractor. And we have to work together, as a team, for a successful outcome. We sought to advise you on these and other issues but you chose not to follow our suggestions, which in turn created friction and slowed down your project.
At the end of the day, all of the items on your punchlist were completed leaving you the beautiful home that we designed and remodeled for you. In your text messages and emails you said how happy you were. We are baffled by this response.
Look at our other reviews and the projects posted on Houzz and compare them to your project. They all reflect the care and detail we put into all of our projects.
Many of our clients contact Renowned Renovation after visiting our Houzz projects and Houzz reviews pages. Your negative comments could hurt our reputation and business. I would like to ask that you reconsider your review on Houzz and base it on the results that you got, not the journey that you, like all homeowners, go through during a remodeling project.
In closing, I know we can't make everyone happy but we can sure try. We did everything that was contracted and much more. Check out our amazing clients and their overwhelming positive reviews of our work as well as our 2019, 2020, and 2021 NARI contractor of the year awards! We love people and making our clients dreams a reality.
Thank you so much for selection Renowned Renovation to complete your Kitchen renovation! It was a privilege to work with such kind folks. We truly appreciate the hospitality and give you a 5 star rating as well for being great clients :)
On behalf of the entire Renowned Team we are all really surprised to hear your frustration and apologize this wasn't known or addressed sooner. Customer service is our passion at Renowned Renovation so hearing that a customer is frustrated is a loss to our team that we will work hard to correct in the future. We feel that anytime a client is upset for any reason there is room for improvement in our procedures and processes. Your project started prior to the implementation our project management software, Builder Trend, which keeps all files, schedule, communication, cost, and much more inside one app.
With regard to your project specifically; Our Team feels that you received the utmost attention, accommodation of your travel schedule, and provided the highest level of quality in the work. There is also some factual misrepresentations cited in your review that we need to clear up.
The contract value was not 50-100k as you indicated it was much lower. I've attached a screen shot of your contract, which you have on file.
The shower does not leak; you are referring to the frameless glass enclosure allowing some water through during the operation of the shower. One of the things you give up in a frameless application is the frame. We agree that your shower needs a sweep or u-channel similar to what we would use in a steam shower to close the small air space between panels. We've tried to have our glass installer out several times and are happy to work through this if you can select a business day Monday-Friday 9am-5pm that this work can be done. It will take roughly 1 hour.
Regarding the sliding glass enclosure on the bathtub. As you know through our conversations, you selected the door manufactured by Kohler and we purchased the product at Home Depot. After installation you noticed a few tiny black specs inside the glass and at no cost to you despite a contractural understanding that Renowned Renovation isn't responsible for defects or processes of Home Depot or the manufacturer, Kohler, we handled the return and replaced the door Kohler sent. Unfortunately, they sent it without a handle, which just came in at Home Depot. We are happy to install that at your earliest convenience, again, at no cost to you despite Renowned being in no way obligated to do so.
Regarding your statement, "Not very responsive once they've received their money" I've attached a screen shot of your open balance of $1653. If you could kindly place that in the mail or let us know when to stop by and pick the check up that would be great!
In closing; Our office line is 972-232-7122 which has 24 hour answering service. In the event of an emergency, or an unhappy customer which is an emergency in our book, our entire senior management team can be reached 24 hours a day 7 days a week. If there is anything not listed in your review that you have issue with we are happy to address them.