JDA Remodeling, Inc.

In 16 years of doing business, Complete Home Care Services has never walked off a contracted job. Unfortunately, this customer became our first. It became apparent very early on that nothing we could do would please this customer. It all stemmed from a delay that THEY themselves caused by failing to order the shower valve they wanted and that they needed to SPECIAL ORDER until AFTER it was requested by our project manager a couple of days after the work started. The customer had a little over a month from the time the contract was signed and we started the work to order this valve. When they did finally order it there were delivery problems. This caused a delay in certain aspects of their project that was unacceptable to him. Customer refused to accept the responsibility for this, going so far as to put the responsibility onto his wife, who, in his own words, 'dropped the ball'. Attempts to explain to him why this seemingly small part caused the delays fell on deaf ears and subject to his 'twisting the facts' to suit his argument. After this point, communication with this customer became strained, to say the least. Customer was very abusive to our management staff, including our office manager who is a woman in her late 60's. Customer was advised, in writing, that this behavior would not be tolerated, and put the completion of his project in jeopardy. We expect our employees to be professional and respectful and we expect the same from our customers. As to the customer's claims of poor quality of work, if the work we did was so bad, why did they repeatedly attempt to poach the employees doing the work for side jobs, knowing full well that they were putting the employees' jobs at risk? As to the cabinets, the customer was given WHAT THEY WANTED - wall to wall cabinets. Customer was advised that this would require the use of filler strips, something the customer's wife vehemently objected to and made clear in no uncertain terms that she did not like the look nor wanted them. Because we followed the customer?s directions one end of the cabinets butted up to the door frame. Despite customer's claims of not being able to open the cabinets, they do open and do not affect the use of said cabinets. Customers' claims of the electrical work are, in our opinion, unfounded. We were not made aware of any issues with the electrical work and it would have functioned as the customer wanted had we completed it. While there were some issues with the tile work in the shower, we would've have worked with the customer to remedy them. It is also important to note that some of the issues were caused by the customer themselves with their indecisiveness, such as making changes to the tile AFTER it had been laid out and tile setting had begun. In the end, we feel that we tried to work with this customer as best we could to complete this remodel in as timely and quality manner as the circumstances allowed. All our suggestions for trying to remedy what the c