The sales process was great. Then they hit you with the contract that asks for 30% up front, 30% when they start work, and 30% when tiling is "complete" - leaving only 10% held back to incentivize them to actually finish the job. Actually, I think it was 5% and the salesman (Brian) changed it to 10 when I was apprehensive. It was still not enough.
Work seemed to go fast to get them to those first pay dates. The PM (Marlo) was terrible - never around to check anyone's work and didn't reply to texts or do a good job of telling us when workers were coming. This wasn't a problem in the beginning when people were at our house almost every day, but as the project dragged on and workers only came maybe once a week it was terrible. They ended up assigning two different PMs to our project, but their communication was only marginally better as I'm sure they weren't that interested in a project they inherited with customers who were already unhappy.
The whole time I felt like our money was being used to make payroll or keep the company afloat. Brian would ask for the money and proof it was wired right away. He asked for the tile money while the guy was still working, and the grout couldn't even be done that day. I asked if he was paying a guy just to tile and do nothing else if he'd consider that, "tiling complete" and pay him. He insisted it was "basically done" and kept saying he couldn't advance the project without payment. We ended up having delays later because our shower enclosure wasn't available right away - because they never used our money to order it. They likely used it to finish someone else's project or pay their workers for previous jobs.
The project that was supposed to take max 35 business days according to the contract took from May to September. Even when it was "done" and we thought we were finally rid of these people in our house, the shower enclosure leaked at every seam and they had to come back again to seal it. Their PMs never came to check on the work that had been done. I felt like I had to do their job for them, and I had to capture any quality defects or else they'd gladly try to slip them past me. It was a terrible experience and no one should use this company for anything. read more