Hurst Design-Build-Remodeling

Response to Consumer Complaint 9-17-14We take great pride in the quality of our work and we strive to complete every project within a predetermined amount of timeIt is our mission to provide a good experience for each and every clientAs it pertains to the dumping of the water; to dispose of the water on the project site is standard practiceIt is safe to dispose of the tile water down an interior sink, exterior drain, or in a location within the yardIn hindsight, maybe we could have discussed this with the client in advance of where we were going to dispose of the water, so they were comfortable with the practiceWe are a Green Certified company and understand their concernAll materials used on each project are non-toxic, low VOC and formaldehyde freeWater is used in much of remodeling and construction and it is to dispose of water on the project site throughout the remodeling industryHowever we are always striving to improve as an organization, and as a result of this issue, we are implementing a new procedure to discuss with each client where to dispose of water on the project site from their project.We recognize that delays happened on this project and ultimately we are the responsible party whether it is something that is within our control, or outside of our controlWe apologize for any inconvenience this may have caused our clientWe work very hard to ensure this does not happen, unfortunately, this is occasionally an unavoidable reality with all the complexities in a home remodeling projectIn this instance, after the project was underway, we learned there was a small shortage of materialThis material is normally a stock material and when the order was placed it went on backorder We notified the client of this and what the next steps wereWe completed all work that we could within the original schedule, which was accepted by the client, and then the material was installed the day after it was receivedEach of our projects is custom designed and built, which means most materials are non-stock and have a lead timeMistakes can happen, and while we work hard to maintain our schedule, we make sure to communicate with our clients to keep them informed of any changes as soon as they happen as we are partners in this process We have very detailed processes in place to ensure that clients have the ability to communicate with their project manager anytime 24-If there are any issues along the way we work quickly to resolve them completely as they ariseAs is our standard practice, we conduct regular weekly review meetings with each client and we were not given any clear indication that the client was in any way dissatisfied with our services until the day after the project was completedThe project was completed, accepted and paid in fullThe communication we received up to the day after completion is that we did a good job and they were satisfied with the workOne point was brought up by the client with the project manager at the time the project was being accepted by the client, which is not unusual, and it was listed as a warrantyThis is why we are genuinely surprised to learn of this complaintMost importantly, the entire team apologizes that the scheduling and the disposing of water issues caused the client to be inconvenienced especially during a particularly busy time in their livesThis was not at all our intentOur project manager and our entire team enjoyed working with this client and we are all disappointed to learn that they did not have the experience we worked hard to provide themWe have reached out to the client, requesting a meeting to get this resolved and are waiting to hear back from themIt is our desire to meet with them personally so we can come to a satisfactory resolution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The consumer responded via phone as follows: The consumer stated that in the end the resolution was acceptable to them The company told the consumer they are implementing procedures to make sure there is proper communication The company gave the consumer a good faith offer by giving value back for the inconvenience Both parties left on favorable terms The consumer is pleased with the resolution The project turned out well in the end and the company did great work The consumers are satisfied The consumers would recommend the company to others Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The consumer responded via phone as follows:
The consumer stated that in the end the resolution was acceptable to them.
The company told the consumer they are implementing procedures to make sure there is proper communication. 
The company gave the consumer a good faith offer by giving value back for the inconvenience. 
Both parties left on favorable terms.
The consumer is pleased with the resolution.
The project turned out well in the end and the company did great work.  
The consumers are satisfied. 
The consumers would recommend the company to others.  
Regards,
 
[redacted]

Response to Consumer Complaint 9-17-14We take great pride in the quality of our work and we strive to complete every project within a predetermined amount of time. It is our mission to provide a good experience for each and every client. As it pertains to the dumping of the water; to dispose of the...

water on the project site is standard practice. It is safe to dispose of the tile water down an interior sink, exterior drain, or in a location within the yard. In hindsight, maybe we could have discussed this with the client in advance of where we were going to dispose of the water, so they were comfortable with the practice. We are a Green Certified company and understand their concern. All materials used on each project are non-toxic, low VOC and formaldehyde free. Water is used in much of remodeling and construction and it is normal to dispose of water on the project site throughout the remodeling industry. However we are always striving to improve as an organization, and as a result of this issue, we are implementing a new procedure to discuss with each client where to dispose of water on the project site from their project.We recognize that delays happened on this project and ultimately we are the responsible party whether it is something that is within our control, or outside of our control. We apologize for any inconvenience this may have caused our client. We work very hard to ensure this does not happen, unfortunately, this is occasionally an unavoidable reality with all the complexities in a home remodeling project. In this instance, after the project was underway, we learned there was a small shortage of material. This material is normally a stock material and when the order was placed it went on backorder.  We notified the client of this and what the next steps were. We completed all work that we could within the original schedule, which was accepted by the client, and then the material was installed the day after it was received. Each of our projects is custom designed and built, which means most materials are non-stock and have a lead time. Mistakes can happen, and while we work hard to maintain our schedule, we make sure to communicate with our clients to keep them informed of any changes as soon as they happen as we are partners in this process.    We have very detailed processes in place to ensure that clients have the ability to communicate with their project manager anytime 24-7. If there are any issues along the way we work quickly to resolve them completely as they arise. As is our standard practice, we conduct regular weekly review meetings with each client and we were not given any clear indication that the client was in any way dissatisfied with our services until the day after the project was completed. The project was completed, accepted and paid in full. The communication we received up to the day after completion is that we did a good job and they were satisfied with the work. One point was brought up by the client with the project manager at the time the project was being accepted by the client, which is not unusual, and it was listed as a warranty. This is why we are genuinely surprised to learn of this complaint. Most importantly, the entire team apologizes that the scheduling and the disposing of water issues caused the client to be inconvenienced especially during a particularly busy time in their lives. This was not at all our intent. Our project manager and our entire team enjoyed working with this client and we are all disappointed to learn that they did not have the experience we worked hard to provide them. We have reached out to the client, requesting a meeting to get this resolved and are waiting to hear back from them. It is our desire to meet with them personally so we can come to a satisfactory resolution.