12154 Nicollet Avenue S
Burnsville, MN 55337
Basement Remodeling, Bathroom Remodeling, Cabinet Installation, Custom Cabinets, Green Building, Historic Building Conservation, Home Additions, Home Extensions, Home Remodeling, Home Restoration, Kitchen Remodeling, Outdoor Kitchen Construction, Project Management, Universal Design, Bathroom Design, Building Design, Custom Home Bars, Custom Homes, Deck Building, Demolition, Energy-Efficient Homes, Garage Building, Kitchen Design, New Home Construction, Porch Design & Construction, Site Planning, Space Planning, Sunroom Design & Construction, Roofing, Siding, Decks, Windows
Apple Valley, Bloomington, Burnsville, Eagan, Eden Prairie, Edina, Farmington, Inver Grove Heights, Lakeville, Maple Plain, Mendota, Mendota Heights, Minneapolis, Prior Lake, Richfield, Rosemount, Saint Louis Park, Saint Paul, Savage, Shakopee, St Louis Park, Sunfish Lake, Twin Cities Metro area
Winner of Houzz "Best Of Customer Service" 2018 award Sub-Zero/ Wolf appliance installation certification EPA Lead-Safe Certified Firm Builder of MADAC Award-Winning Project BBB Accredited Business
Timing: When discussing projects, we would never tell a customer that a project of this size and magnitude would be completed in only 2 months. The length of time from cabinet installation to countertop installation with the specific products that were used would be 3 weeks alone. We consider ourselves to be a very flexible company- allowing the client to save money by supplying some of the products themselves. Not getting the right product or delays in the client’s products did create some time delays. Additionally, we strive to keep our clients informed using software called Builder Trend. The client’s schedule never indicated this time frame of two months, and any changes to the original schedule were communicated promptly with the client.
Management: We would agree the management on this project was not held to our high standards, and this project manager is no longer with our company. If our project manager spoke to the customer in an inappropriate manner, we are truly sorry for that, it is inexcusable. In this case, we were not informed about this incident at the time it occurred.
Quality: When it comes to quality, we strongly disagree with this opinion and believe all work was finished to our very high standard. When we originally finished this project (over one and half years ago), the customer was totally happy and paid us in full. Not only were they happy at the time of completion, they agreed to let the designer professionally shoot photos of their kitchen, which are still used in the designer’s advertising to this day. They also referred us to one of their neighbors indicating they were happy with our company. We are not sure why the client would have referred us if they were so displeased? The cracks the customer is referring to were in some crown molding miters that had opened a bit after the change in seasons, and these were addressed and fixed.
A year and a half after this project was finished, the customer reached out to us and asked if we’d be interested in doing some smaller projects in their home, and at this time mentioned a few small items needing attention: a refrigerator out of alignment and a cabinet drawer. We discussed both of us being on the doorstep of vacations and decided to wait to meet. Due to the vacations, it did take a little over month to address the items and get them fixed. The items were not warranty items to begin with, but we serviced them to maintain a good client relationship. We were quite surprised to see the review that was posted.
In conclusion, Titus does not disagree with this customer on their claims that there were management problems, and from this we have learned to have multiple eyes on each any every project. We have also made it mandatory to have weekly customer meetings with follow up emails. We tell all our employees you can never over communicate, and to listen and continue to learn and improve every day.