Excellent Workmanship, Disappointing Communication and Leadership
I hired Payne Home Improvement on June 4th after a great initial meeting with Darrin about a major home remodel: my kitchen, two bathrooms, and new flooring throughout.
After receiving the original quote, I explained my budget. Darrin told me which items would be removed to meet that price, and I agreed. I believed everything else we had discussed would remain included. Unfortunately, throughout the project, I repeatedly encountered pushback about work we had discussed verbally because it wasn't specifically listed in the contract. I understand the importance of a written contract, but I expected clearer communication about what was and wasn't included.
What disappointed me most was Darrin's lack of involvement. Aside from our initial meeting, I saw him around July 3rd and again in August or September. Those visits were to pick up checks from his project manager, not to check on the renovation. During one visit, he didn't even seem familiar with certain details of my home.
How many times did Darrin call or message me to ask how the project was going, whether I was satisfied, or if I had concerns? Not once. Zero.
For a small business handling such a significant investment in someone's home, that level of communication is unacceptable to me.
I also want to warn first-time renovators: ask for the exact countertop allowance before signing. The granite allowance in my quote was far below what I needed, and I ended up paying considerably more out of pocket than expected.
That said, the people actually working on my home were exceptional.
Maria, my project manager, was an absolute rockstar. She answered calls, responded to questions, followed through, and genuinely cared about the project. Without her, I believe this renovation would have been a disaster.
Abby, the tile installer, was incredibly diligent and hardworking. His craftsmanship and attention to detail were outstanding. Jose and Elias did wonderful construction work, and Sebastian was equally dedicated and thorough. I am truly grateful to all of them.
My experience was a frustrating contrast: excellent workers and a fantastic project manager, but very disappointing communication and involvement from Darrin.
Would I recommend Maria and the crew? Absolutely. Would I hire Darrin or Payne Home Improvement again? No.
My advice to anyone planning a remodel: get every detail in writing, confirm all material allowances, and never assume a verbal discussion is included in the contract. read more