I hired this company for a light kitchen remodel that included cabinet reconfiguration, cabinet…read morepainting and backsplash install. We started the project on October 14th, agreeing to an estimate of $11,800, and the project ended 6 weeks later with a final invoice of $15,500.
The project was left unfinished, and the franchise owner ultimately refused to return to complete or correct the work left by the service technician. I urge you to read my experience below. This company does not act with your best interest in mind.
* Painting was left incomplete in multiple areas. Entire sections were missed, not just touch-ups.
* Custom cabinetry was not finished or structurally sound. The top was not secured, interior backing was missing, and paint was incomplete.
* Backsplash installation had inconsistent grout lines, visibly misaligned tile rows, uneven cuts at the ends of runs, and no Schluter edging.
* We were charged over $1,000 for masking and protection and removal, yet paint overspray was left on walls, doors, and personal property throughout the space including my kids' toys and bikes in the garage.
* An electrical outlet behind the oven was left unsecured, hanging freely with no attachment to framing hidden behind my stove. This is a basic safety and installation failure.
When it came time for the final payment, I told the office on a Tuesday that I would bring the final check on Thursday because I had questions. Thomas called me and told me that was inappropriate and disrespectful and alluded to civil litigation. He personally came all the way to my house to collect final payment.
While there, he acknowledged that additional work was required to repair and complete the project and committed in writing to creating a repair plan as all work was the Done Right Promise warranty.
Over a three week span, he successfully avoided me until I showed up to their office unannounced asking for answers.
While there, the owner decided his team would not return to my home, saying I would be "too difficult" or "micromanaging" and that my standards were too high. He initially offered me a $4,000 refund, however $2,000 of that was from a discovered billing error that was only revealed because I continuously asked about the large discrepancy between estimate and final invoice.
So I was getting $2,000 to finish the project, even though he charged me $2,000+ for the backsplash, $1,000+ for tape and masking, and $848 for a final punch list even though he never sent someone back to my house to complete the punch list.
I eventually escalated to corporate, but corporate said franchises are individually owned and operated, and corporate cannot force the franchise to do anything. They can only 'strongly suggest' courses of action to the franchise owner's business coach. So in my case, the owner, along with his coach, decided not to honor the warranty nor provide a refund for what it was going to cost to repair and complete the work, and corporate won't do anything.
After several weeks of refund discussions, I eventually proposed a $6000 refund to part ways and waive my right to the warranty. The owner's response to me was 'Thanks. A check will be in the mail." When the check came, it was for $5000! I emailed the owner and asked why it was $1,000 short, and he ultimately decided that $5000 was enough. Again, the owner, his coach and corporate offered no explanation at all. The owner eventually said it was simply a negotiation tactic to send me a check for less than what he agreed to.
If you made it this far, I hope you think twice about moving forward with this company and the Neighborly brand. Ultimately, I have to take responsibility for this as I did sign the document saying work was complete. Though I was under the impression I had to do that to trigger the warranty.This franchise simply does not have the skillset for large projects. If you need a light bulb changed or a ceiling fan hung, I'm sure they're fine. From the reviews, it looks like they install killer doggy doors.
Also, do not rely on the Done Right Promise as a safeguard. And understand that if problems arise, resolution depends entirely on whether the owner chooses to engage, act respectfully, and honor his word, not on what the brand advertises.
Also, do not rely on the Done Right Promise as a safeguard. And understand that if problems arise, resolution depends entirely on whether the owner chooses to engage, act respectfully, and honor his word, not on what the brand advertises. Also, do not rely on the Done Right Promise as a safeguard. And understand that if problems arise, resolution depends entirely on whether the owner chooses to engage, act respectfully, and honor his word, not on what the brand advertises. Also, do not rely on the Done Right Promise as a safeguard. And understand that if problems arise, resolution depends entirely on whether the owner chooses to engage, act respectfully, and honor his word, not on what the brand advertises.
