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Fresh Starts Home Improvement remodeled our full bath and our deck. They were friendly and easy to work with and even finished the deck early so it would be ready for a family gathering I was hosting. The quality of work was great and I definitely plan to use them for any future projects!
Very happy with the service I received. Excellent communication, and stayed on budget. Got the project done in a timely manner and would recommend to others.
Thank you so much ***! We look forward to assisting you in the future with your home improvement needs.
I found them on fb and going back and forth with Brian has been nice and easy. I've asked many questions and he's always been helpful. they came and did great work. will use them again in the future!
Thank you so much Monica! We look forward to assisting you in the future with your home improvement needs.
They did a fabulous job on my doors and ceiling fan installation. I would definitely recommend them if you have any work needed done on your house and there is no such thing as a small job to them.
Brian and his crew are very professional and courteous.
They have done numerous projects for me at my home. They are dependable and reasonable contractors which is hard to find at times. They make sure the work is done correctly and precisely. They take pride in the work they do and work in a manageable timeline. I would definitely recommended and will be using them again in the near future.
I had an estimate for a stone covered fireplace/TV in-casement. The work was contracted to be completed by Brian H. Mr H requested half of the agreed amount to be paid up front ($800) and $850 due upon completion. (99% of all materials to be used were supplied by myself upfront, the majority of the contract was for skilled labor. The work started September 13th, and immediately as stone work started there were concerns regarding quality and cleanliness. I addressed the concerns with Mr. H and was assured that corrections would be made. Mr. H then informed me he was having surgery and would be unable to oversee the job personally. He stated that an experienced employee would oversee and complete the job. As work proceeded, poor quality of workmanship was noticed immediately. Work procedures that were initially requested had not been granted. Brian H was notified, and failed to respond. Brian continued to say he would address the issues. The workers would appear to be angry and showed little regard for household items. The work was very unprofessional and damage was done to a sofa piece, by workers placing a plugged in cable box on a light colored leather sofa piece for an entire work day. Carpet and wood work were also damaged by the workers. When all this information was brought to the attention to Mr. H, he stated he was going to terminate the contract and keep the deposit. He made reference that he was using the deposit toward the portion of work completed, however the work completed was not acceptable to any professional standard. The work he cited completed was incomplete, and he failed to fix items discussed in emails. Mr. H never came out to assess the job, he never provided a solution, or compromise. Mr. H simply stated he was keeping my money and suggested I use unpaid funds to fix my sofa piece and any other damaged items. I would not recommend Brian to anyone who expects quality and honesty. Mr. H is simply not trustworthy.
We used Fresh Starts to extensively remodel our kitchen two bathrooms, as well as make some other upgrades around the house. The work was extensive and all looks great. Brian was easy to work with and very communicative throughout the whole process. We are very happy with everything they did and will use them again if we need anything else done.
Thank you for the kind words ***. We enjoyed working with you and your family as well. We look forward to serving your future home improvement needs.
Fresh Starts Home Improvement provided the services we needed to do a mini kitchen remodel. They removed the old sink, counter tops and back splash. They installed the new sink and did all the plumbing work, put up a new tile back splash, installed all the new electrical outlets, removed the old light and installed 4 new recessed lights. Brian custom made a movable kitchen island to meet the size we needed and provided us with a granite company to install new granite for the counters & island. They did a great job, they were very professional & flexible with my schedule! I love my new island the most. I would definitely recommend them for your home improvement needs.
Thank you for the review ***. It was great working with you and ***. Were glad that we were able to deliver on what you were looking for especially the island.
Brian helped remodel our kitchen lights and did an excellent job. Quick , price was great and service was done in one day. Will recommend him to friends and neighbors
Thank you ***! It was a pleasure to help you out with the lighting. We look forward to working together in the future and appreciate the referrals.
We hired Brian and Fresh Starts Home Improvement to create custom built-in shelves for our home in August of 2017. After reading reviews, looking and photos of previous work, and meeting with Brian, we were told that a professional carpenter would be completing our job as he had completed others from the company in the past. An estimate totaling $2752.00 was quoted, and this is market value for the work of a professional familiar with industry standards. We were quoted a completion date of September 13. On October 13, nearly one month later, the cabinets were installed in our home. We were shocked by their quality and appearance. They contained surfaces that were improperly sanded; many of the surfaces had sanding residue in the finish; there were many unsquared and chattered saw cuts; there were exposed plywood edges, miss-cut trim, inappropriately gapped margins, and they had an overall rough surface texture. They were painted with one coat of paint using a cabinet roller, and some of the surfaces were not painted at all. They in no way met industry standard, and not only a professional would see that; it was obvious to even the inexperienced. While we acknowledged that they were not yet fully finished at this phase, the majority of the quality issues that existed should have been addressed in the shop prior to installation. In addition, while installing them, Brian and his crew sawed into our existing drywall, inappropriate cut our current wood wainscoting, failed to cover our furniture, and left layers of dust and debris throughout our family room and adjoining eating area that we were left to clean. Because of this quality of construction, we were hesitant to allow Brian to continue with the job until we could meet to address the issues. We sent him items of concern, and each was negated, with Brian simply indicating that the job was not yet complete. In an attempt to set up a meeting to discuss the manner in which to move forward, he wrote that he was “not interested in discussion that involved a negative financial impact to myself or my company.” This was after we had invested $1376 as a down payment for materials. When Brian did agree to meet at our home, we learned that the carpenter who had previously worked for his company no longer did, and that our work had not been completed by the professional that we were told would complete it. Brian seemed to have no knowledge of industry-standard carpentry, telling us that he was “aware of aesthetic issues,” but never addressing the quality of the construction or a reasonable manner to solve the construction issues. He often referred to “industry standards” as something that we should have established as our expectation before he started the work.
After the meeting, we prepared a request to remedy, which was based in Brian beginning with a sample of the work that would be performed from there on as the job was completed – we wanted to see a finished sample of one door and one shelf before allowing further work. It was an assurance to us that the cabinets would meet the quality standard that is established in the industry. Brian twice refused our request, stating that “he didn’t have an interest in continuing to go back and forth as all that does is continue to raise costs.” To us, this was not additional cost – it was work that would need to be completed regardless in order to finish the job. It also indicated that he cared more about his bottom line than customer concerns.
At this point, we are over two months into this process, and we have paid $1376 for cabinetry that is of no use to us and of an unsalvageable quality – it must be removed, and the damage done to the walls to which it is attached, the cut in our drywall, and our inappropriately cut wainscot must also be repaired at our expense. Brian has only used some of the materials listed on the initial estimate, but is charging us for all of them AND the labor beyond that. He refuses to refund us our money for the creation of an inferior product or simply even refund the money beyond the materials installed in our home.
This letter is in response to complaint #*** from ***. I met with *** and his wife and it was agreed that custom cabinetry would be built on either side of his fireplace. During this conversation I did advise that I had someone who worked with me that would primarily be completing the task. That individual unfortunately left my company, however, had shown me over time how to build cabinetry in addition to previous experiences I have had. The photos Mr. is referencing as to the quality are the work of myself for another customer of mine. That same customer along with several others gave me positive reviews for many different types of work that I do. There was a delay with installing the cabinetry due to running over on another job at which point I was in communication with Mr. via email. There was a rush to get the cabinetry installed in Mr.’s home on a specific date and when we delivered the cabinets it was explained that the cabinets were not completed. Based on the timeline I made the decision to deliver the cabinets with the understanding that they were not completed. During the installation it was requested by Mr. that we remove the existing shelving along with cut into the wainscoting so that the new cabinetry would fit tightly in the allocated spot. There was dust from sawing that we were doing and we did vacuum up the dust on the floor and carpeting. The lighting in the room was dark and it was hard to see on any other surfaces or we would’ve certainly vacuumed it up. This was explained to Mr. at the same time as explaining the cabinetry wasn’t completed. I was approached by Mrs. via email outlining their concerns. In my responses I did advise them on several occasions that the job wasn’t completed although they were unwilling to allow the work to continue. I met with Mr., his father-in-law(architect) and my employee who assisted with the building. During this conversation we reviewed the areas of opportunity with the cabinetry of which I was already aware of as they were an unfinished product. There were some concerns with the spacing that I didn’t agree with the architect’s resolution to which would involve making the cabinetry not level. It was suggested multiple times by the father-in-law that I take home a section of the cabinetry as a test of my abilities to then bring back for them to review. I advised them on each occasion that wasn’t an option. It was agreed in this meeting that Mr. would email me a list of items he wanted remedied in which I would review and let him know if it was possible. Instead, I received an email requesting again that I take a section back and complete a test run. I again declined and advised that I’m happy to complete the job, however, needed assurance that payment would be received and we would not be going around and round. It should be noted that during my onsite review, reference was being made to an “Architectural Woodworking Manual” of which I do not use nor am I an architect. The $1376 deposit was explained to the ***’s that it was used for material acquisition, planning, and upfront labor expenses. As a result of this job I have incurred expenses totaling $1650 including materials, labor and planning. Not all the materials have been used due to the simple fact that I was advised not to continue to do the work. Even by not including those materials not onsite, I’m still in the negative on this job. The cut in Mr.’s drywall is approximately 1.5 inches above the wainscoting and can easily be patched which I was advised he had no problem doing. The wainscoting was cut based on the request of the customer so that the cabinetry fit.
I can understand why the ***’s are not satisfied at this moment because the cabinetry is not completed. The fact that no clear direction was provided upfront regarding finishing types to be used other than a photo from *** and to paint the cabinetry white with adjustable shelves can leave a lot of room for opinions to be inserted. I feel confident that had we finished the job the concerns raised would’ve been a non-issue.
My refusal to refund the money has nothing to do with an inferior product as referenced in the complaint. The refusal is based on goods and services provided thus far.
My solution at this point is to write off the money that I’ve lost thus far and to consider this finished business. If needed I’m happy to provide copies of all email and text message correspondence.
Sincerely,
Brian H
Dear ***,
This letter is in response to complaint #***. I have received your most recent correspondence responding to me. I’m very sorry to hear that you are rejecting my response and are unhappy with the quality of work received thus far. I have bulleted my thoughts below in regards to your concerns.
• I’m happy to hear that your understanding the cabinets are not complete which reside in your home. With the original construction not being complete it can be difficult for anyone to make assumptions as to how the finished product would look. I personally know how it would look because I have finished countless other projects for other customers and have not received any complaints. Judging something that is partially done would not be a fair representation of my work or abilities.
• During the onsite visit that occurred with ***, ***, myself and my employee Bill it was requested by *** that I take a piece of the cabinet home and test some of the concepts that we discussed. This was requested 3 times. Each of those times I advised that was not an option. It was agreed in this same conversation that *** would send me a list of items he wanted remedied and I would review that list. Instead of that being done another request was made for this test. I again refused. I’m not sure why the idea changed from what we agreed to and the time I left because my thoughts didn’t change nor did my offer at that time towards a solution.
• Referring to the standards can be a very ambiguous way of looking at things because I build things a certain way which may be different than the way *** or his father in law build things. The only thing I regret is delivering an unfinished product to the residence as we wouldn’t be continuing to spend valuable time going back and forth about the same items that have already been addressed in countless emails.
• Comparing cabinetry building to healthcare is a poor analogy in my opinion. When this project began, a single front facing picture was provided from *** and I was advised that I should build something similar to this. Any deviations from this picture were discussed with *** via phone or text message. My prices are based on below average prices for countless services that I’m able to perform. As for the purchase price of the materials, you can easily go to *** to see the prices for the majority of the materials. In regards to the custom cabinet doors, I advised Mr. that the doors I originally ordered would not work for his cabinet because they were the wrong size. I also advised him even sooner that if I had to build the doors myself I would end up eating the cost difference. He advised me via text message that we would work something out. In my conversation with *** we discussed the design of the doors since they had to be made. The reason for the European style hinges not fitting has nothing to do with the construction of the cabinet and is directly related to the selected design and the proximity of the wall. Had we used that style hinge the doors wouldn’t open. There is $250 missing from the estimate as I also advised the ***’s that I mistakenly didn’t include the previous cabinet removal and wainscoting removal in my estimate.
• The materials total and the labor invested thus far exceed the amount paid by the ***s. As I’ve previously communicated, I still have some of the materials as I had intention of finishing the job. I’m happy to provide the remaining materials I have which even though that just adds to the loss further experienced by my company.
• I’m not sure I understanding what was misleading as I was honest and upfront with the ***s at all time. I’m very sorry that your unhappy The deposit was applied to materials and upfront labor and is non-refundable as has been communicated.
Lastly, the continuous issue being risen regarding quality of work. While perception shows you poor construction I firmly believe that it is a false representation of my work which can be witnessed by other similar completed projects which have pictures posted on my social media page. I don’t believe it is fair either to criticize my work and share opinions with false statements on social media and to the Revdex.com and ***. I have record of all text messages from *** and *** as well as all emails.
Sincerely,
Brian H
While Brian references the number of photos of projects on his web site that were completed by a professional carpenter, we are not sure what those have to do with our job. We are not disputing those projects or work. We are interested in staying focused on the work that is completed in our home.
The posts and reviews that we have completed of Brian’s work online – as well as this complaint and that filed with the ***’s office – are accurate representations of Brian’s work. Although the cabinetry is not complete, what we have is indicative of the type of work that he installs in someone’s home. How are these cabinets a “false representation of his work” when he constructed them? This work is either his, or it isn’t his. As we have stated countless times, what Brian installed in our home has issues that are irreparable. Issues of saw cuts, gaps, margins, and sanding cannot be remedied once the work is installed. Professional cabinetry should not be sanded and painted in someone’s home; it should be done to completion in a shop before installation takes place. As consumers, we read countless reviews before purchasing a project. When someone is going to invest thousands of dollars in home renovation, they should be informed of the type of project (and service) that a company has provided in the past. If we can help anyone to understand what the type of installation and level of service that we have received from Brian’s company, and we can save them from losing money by investing in a substandard product, we have the right to provide the information. This is why reviews exist. If Brian is proud of the work that he has completed in our home and does believe in the quality of his construction as he asserts, he would be proud of others seeing the photos of what is in our home, whether complete or not. As he referenced, there are dozens of photos on his Facebook page of partially completed cabinetry that document the stages of renovation. Why does he have no problem with bragging about the uncompleted work documented there?
Finally, Brian keeps claiming that we are unsatisfied because the work is not finished. This is incorrect. We requested that Brian not complete the job until he could help us to understand the manner in which it would be completed. We used cabinetry standards as this measure because they are STANDARDS, meaning that they are free from objectivity. They are RULES. Standards are not “ambiguous” as Brian claims. When Brian failed to provide actual solutions beyond simply completing the job and receiving payment, we halted further work, as we had no faith in his ability to provide a quality product simply based on what he has currently completed. At this point, we are left to wonder how the issues that we are left with could possibly have been remedied, considering the fact that several professionals have said that they cannot. We never received actual answers from Brian – as a construction professional – about their alleviation, and that was the basis of our stopping the project. Please see the attached photos for reference to the questions below; each is numbered.
Photo 1: how is the furring remedied after paint application without removal from our home?
Photos 2,3,4: how do the chattered saw cuts and miss-cut edges get remedied? These exist in countless places and on nearly every shelf.
Photo 5: how do the large gaps inside of the cabinets get remedied? It is not aesthetically pleasing or appropriate to caulk cabinetry as Brian suggested.
Photo 6: plywood with an incredibly thin layer of paint is installed next to our fireplace, and it requires several more coats of paint to be properly finished to the point where it is not bleeding through. How can it be painted professionally and properly at this point given its proximity to the fireplace?
Photo 7: how does the piece of trim that was cut and then glued back on to the cabinetry get remedied now that it is attached to the wall?
Photo 8: how does the uneven gap that exists on each side get remedied? Brian claimed that there was not a solution for this. Several professionals have told us that the only solution is proper construction in the first place to allow for margins. According to Brian, it seems that we are just supposed to have cabinetry that is sized differently on each side of the fireplace? For thousands of dollars in payment we cannot have even margins?
Photo 9: the side of the cabinetry next to the fireplace contains an incredibly uneven surface with paint drips, sanding residue, and an uneven surface area due to wood filling. How does this get remedied given its installation and close proximity to the fireplace?
These are questions that Brian has been unable to answer, and as a professional whom we have hired to complete work in our home, he should be the expert in providing solutions to customer concerns. Ours were consistently negated and refused. We would finally like some answers. Additionally, we have yet to see receipts for the materials that are in our home (as we have requested), because based on our visit to *** to examine prices as Brian suggested, items do not seem to be equaling what we were quoted or charged. Receipts would easily end this objection.
Again, with any other purchase, if a person receives a defective product, they receive a refund, and the cost takes in to account labor and other manufacturing expenses. Based on the quality of the construction, the misleading information about how it would be constructed and who would construct it, and the refusal to remedy to our satisfaction, we believe that we have received a defective product, and we still request a refund accordingly.