My biggest frustration is being limited to only 5 stars…read more
3 months ago we started a 3 week project to build a new mantle for our fireplace and bookcases to flank that taking up the entire wall in our living room. We had selected another contractor to do the work and made some concessions around how the tile was going to be done, but thought it would be handled well and we'd be pleased with the result. Once the tile was completed, there were so many gaffes and mistakes - including the top not being level, which would be highly problematic and even more noticeable as there is to be a large, sliding panel above the fireplace. As soon as we realized we had a problem, I called another contractor to get their opinion (was I being too picky??) who agreed there were a ton of issues with the quality of work. (scratched tile, chipped tile, cracked tile, bent schluter edging, uneven/un-level tiles, inconsistent grout lines, paint on the tile ...), He immediately connected me to Van and Paul, who also came to take a look - agreeing that the finished work was not good. We agreed to a price for demo and re-do, and told the original guy I would eat the cost of that as they'd be finishing the edges differently (which was the look we wanted to begin with). Apparently his feelings were too hurt though, and he walked off the job entirely and wouldn't even finish the cabinet work which is his true wheelhouse. I told Paul I just wanted to pause the whole thing right now as things were such a mess and there was clearly not a rush. He said he'd let Van know what happened and they'd get back to me. I never expected to hear from them on this - I mean, my cabinetmaker walking off the job was hardly their problem other than it might delay the tile work as I sorted things out. But, true to form, they followed through and Van has since connected me with another cabinetmaker. While they were here regarding that, he said he could send over two of his best guys the next day (the day before Thanksgiving) to finish the demo and do the tile work- which they accomplished in ONE day.
There were numerous issues outside of the finish work that they found and corrected - the tile we'd selected is 'large format' (24"x48" sheets) - yet the other guy used 'buttons' of thinset to mount the tile. (apparently that's a no-no). The bigger issue was that he'd also left a significant gap between the firebox and the new mantle - a massive fire hazard. Clearly we dodged a huge bullet and while a hassle, are actually grateful he did such a lousy job so that the bigger issues could be fixed.
Van is amazing to work with - thoughtful, considerate, patient and great attention to detail. His team (Paul, Carlos and Dixon) have also been incredible as well - responsive, polite, going way above and beyond as they bent over backwards to fix a situation they did not create and calm the nerves of someone (Me!) who was pretty upset in how things were left, and ultimately handled by the former contractor. Not only is their work FLAWLESS, but they did more in one day than the other guy did badly in 3 weeks. It's a pleasure working with a company that has such high work standards, fair pricing, and INTEGRITY. I can't wait to use them for the next project and cannot recommend them more highly.
Thanks, guys, for EVERYTHING!