TRS Build

While we would not like to write anything critical about our past clients, we must provide an honest response that honors our business and team. I hope your review - and our response - will help future clients understand why we have certain policies in place.

You came to us with a design created at your direction using professional services. This design lacked several elements including the siding you claim to be “incorrect.” We installed siding that matched the majority of the home, the siding that was included in the work scope we created together. Our policy change - where a client comes to us with a pre-existing design, we will recreate (and improve it) using our tools and our collaborative design process.

In addition to not paying the final invoice, you all refused to pay for several thousands of dollars of valid change orders, responding that you “don’t have money.” We provided goodwill discounts to bring to code work that had been done in the past, only to later be told that you were waiting on us to begin additional projects. Even with your refusal to pay for our work, and the challenges presented to our team (for example, being refused access to the site which delayed the job), we completed all inspections, including the foundation inspection performed by your engineer, and finalized the permit.

We fixed several items, at no charge, we believe were issues not related to our work. In one case we were told by your husband we needed to paint a wall damaged by our team, and our team had photos that showed the marks were there prior to our work. With your kitchen cabinets, we strongly recommended replacing due to poor condition and we offered an incredibly good price to replace them. Our policy change - we will not perform any work on or with cabinets we believe need to be replaced.

You brought in painters and then expected us to fix the work of the painters you brought in. Our policy change - to set stronger expectations with our clients about bringing in other contractors during the project, and include this expectation in our contractual terms.

Midway through the project you all sent a list of items to address, we requested a call to go over them and you did not participate. After receiving another list we asked that you meet us on site and you refused. We had an expected date of completion for the end of November, we invited you to participate in a final walk in early December and you refused, stating you would put up blue tapes. We addressed all items and you moved into the addition early December. Our policy change - clients must meet us on site to perform walkthroughs.

You refused to make payment, and we continued work on a few exterior items to close the permit. During inspections, your husband Jim tried to get the inspector to fail us - twice - by pointing out items Jim insisted were incorrectly done. The inspector (like our team) disagreed with you, yet Jim reported to our team that the inspector said these items failed, which was not true.

Because of issues with lack of collaboration and cooperation, we requested to meet with the help of a trained mediator, which in the end was unsuccessful. Immediately upon receiving your email re: flooring we responded that we look forward to finding a path forward, we reached out to a mediator, found their earliest availability, and communicated those to you within 24 hours of receiving your email. We look forward to that meeting and hope for a productive result. We have other reviews where our clients note that we have readily addressed warranty issues, even after the warranty period has expired, in order to give our clients the service they deserve.

We believe that all people are created equal, by the same creator, who has the same love for each of us. And as such we are all brothers and sisters, part of one family. We hope the best for you all and that we can come to a solution at our meeting that was already scheduled when you posted your review.