Edited:
Originally very disappointed with the project taking longer than expected, untimely and unprofessional crew, worksite and floors being left a mess, and later finding a chip in the tub and inadequately siliconed seams. Early in the project, I alerted the owner (Len) that the crew no-showed and next day heard the crew openly complain about being reprimanded. So I didn't want to raise any other concerns while the crew were actively working the project and would have access to my home. Which probably wasn't fair to management so credit is given there. Unfortunately in my experience, retaliation or inaction at best has historically been what I get in response for speaking up, so I let them finish the job and cleaned up the mess afterward.
HOWEVER,
I've since increased the rating because I was soon contacted by Len who wanted to make things right. Bless him! He spent time to come out to apologize for the behavior of the two employees, discuss my concerns, and arranged to have one of his other guys (Mike) come out to fix any issues with the work. He will also schedule his "chip repair guy" to come out and fix the tub.
I received a call from Mike who was very kind and also offered to bring supplies to putty/paint areas dented/scuffed by the previous crew. He gave me a clear timeframe in which I could expect him to arrive and when I'd hear an update from him with more precise ETA. He called exactly when he said he would with an update, showed up on time, and fixed not only the issues I pointed out but looked everything over himself and cleaned up things nicely for a more professional looking finished product.
A huge thank you to Len for taking time to make things right and providing reassurance. Thank you to Kris who came out to help move things along after the no-show incident. And thank you to Mike for being reliable and making sure the finished product is a quality one. Having been in a similar position more than once, I know it's not comfortable to do damage control and have to apologize on behalf of coworkers.
Acknowledgement, apology, and remedy speaks volumes of the integrity of a company and is hugely appreciated. It was great to chat with Len and see what pride he takes in his work and the work he expects of his crew.
Wishing Quality Restorations a Happy New Year! read more