Highly unprofessional, unorganized, and lacks communication skills.
I wouldn't wish the experience we just had with this company upon my worst enemy. Shannon and Abel were completely unprofessional to work with. Her cabinet referral was non-responsive. Shannon showed her short fuse just two weeks into our project when she was screaming at me over the phone. She called me rude for sending her a text message about our vent that was dry walled over along with a few other items that stood out to us. Mind you, we knew these would be simple fixes, but just wanted to make her aware so they could be addressed. I was calm and collected, but she took words out of context and unnecessarily escalated the situation which set the tone for the duration of our project. We wanted to cut all ties right then. I felt so disrespected in my own home, but with young kids, we were desperate to get our kitchen and laundry room back in order. She tried to make a joke of it to my husband a few days later, but he quickly told her how she reacted was uncalled for and the way she spoke to me was not only unprofessional, but would not be tolerated. Only then, did she email me an apology email.
Abel, her PM, barely bothered to show up and took advantage of my husband being bi-lingual. He called him on more than one occasion asking him to dictate to new crew members what needed to be done, instead of showing up himself. Abel didn't even know which stone company we had out for our final countertop measure. He tried to confirm pricing with us from a completely different company we had never heard of. We had to reassure him we already had our price confirmed with the company we had been working with all along. This just goes to show you how well he managed our project. My husband spent so many mornings doing what this project manager should have been doing all along!
Our project timeline could have been met, but due to poor management and again lack of communication, our timeline doubled. And that was with agreeing to delay our start date by two weeks to allow her time to catch up on her existing projects.
I felt constant pushback whenever I spoke to Shannon. She would continuously talk over me and then rush me off the phone. We anticipated this renovation to be stressful, but situations could have been dealt with in a far more professional, respectable manner. We begged them to just communicate with us, but down to the final days, nothing changed.
Don't count on them to be there when your materials are being delivered. On the day our cabinets were delivered, they last minute decided to not send anyone to help with unloading our new cabinets, when they originally told us two workers would be coming. We were told she couldn't pay her skilled workers to wait around for a delivery window. I had to call her and express that this is thousands of our dollars at stake and was a curbside only delivery. She finally sent one worker and thankfully, the driver ended up helping him. Our home was torn apart with a hefty list of things to complete, so no one would have been "standing around", but this is the unnecessary stress they would create. They also failed to let us know no one was coming the day our countertops were being installed. Luckily, my husband was able to move around his schedule last minute to accommodate, but these are all things you would think you could count on your contractor for. Instead, they constantly were adding additional stress because we couldn't rely on them. They have no communication skills. It was just awful. During one phone call she flat out told my husband she just wanted to be done with our house. She wanted to collect her money and be done. So, for us to get our final list together because she's not coming back for anything. And if we don't want to pay, she will just put a lien on our house! We never said anything about not paying her. This is just how she would talk to us, completely unprofessional. And when our final bill came, cost that was not in our scope, but she verbally agreed she was not going to charge us for, of course were on it. We ended up paying it all without saying a word. I honestly didn't have any more fight left in me. At that point, the sight of her name on my phone when she called made my stomach turn. It now makes me sick to see her posting pictures of our home on social media advertising her services, when she didn't even ask us permission to take those photos of our property in the first place. The audacity she has after the hellish 8-weeks she just put my family through. As a business owner, she should be ashamed.
In the end, we are pleased with our new kitchen and laundry/mudroom. The workers were never the problem though. They are very hardworking, talented men who display excellent craftsmanship. It was the unprofessional behavior, lack of communication, and poor management of the owner and PM that made us feel uneasy. read more