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Linne Renovations

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Linne Renovations Reviews (1)

First and foremost, I am extremely disappointed that I was unable to meet my customer’s expectations on this project. As I discussed with the customer in our first meeting, it is not a matter of if, but when, issues will arise during the course of any given construction project. It is my belief that...

a company’s response to, and resolution of, those issues demonstrates its commitment to overall customer service and satisfaction. Throughout the course of this project, I worked to address all customer concerns as promptly and fairly as possible. I also regularly communicated with the customer as timelines changed and solutions were discussed and agreed upon. At all times, I made myself readily available to meet with the customer in person or connect via phone, email, or text message. Demolition/framing, finish carpentry, and painting on this project were all completed by the same sub-contracting company, whom I had worked with successfully on numerous projects in the past. Unfortunately, that company did not perform to acceptable standards on this project. This company was responsible for three major issues: (1) dust contamination throughout the home; (2) customer displacement due to the unapproved use of lacquer in the home; and (3) quality issues relating to finish carpentry (large nails holes). Although I specifically discussed the customer’s respiratory issues with this company prior to beginning work, it failed to take proper precautions. Unfortunately, the disregard of this information led to a great deal of stress, inconvenience, and frustration for both the customer and myself.   In addition to the above items, I personally erred in my calculations when determining proper water heater sizing. I explained this error to the customer as soon as I realized it had been made, apologized for my mistake, and insisted on covering a portion of the costs associated with upgrading the water heater (despite his willingness to cover those fees entirely).   To account for the above issues, the customer and I agreed that I would provide the following:   -          Payment for cleaning of the home’s entire HVAC system ($420) -          Payment for furnace tune-up – provided without request from customer ($85) -          Payment for final job site cleaning – scope of work specified by customer ($200) -          Waiver of all painting fees – including fees for acceptable work on ceilings and walls ($2,500) -          Reimbursement for 10 nights of lodging – encouraged the customer and his family to book multiple rooms at a hotel of their choice ($2,039) -          Purchase of an air purifier – given to the customer upon project completion ($646) -          Waiver of fees for replacement of casing trim throughout the space ($1,050) -          Waiver of payment for all labor and permitting costs to upgrade the water heater – provided without request from customer ($740)   The other items mentioned (tile, toilet, carpet, paint, electrical) were issues similar to those encountered as part of nearly every construction project. Upon notification from the customer, we addressed each concern promptly. As we neared the end of construction, I requested an in person walkthrough of the space so the customer could note any items still requiring attention. All identified items were addressed prior to project completion. I then allowed the customer an additional weekend after all work was completed (except for final cleaning) to review the space and voice any concerns regarding outstanding work or the amount of final payment ($3,592). I did not receive a list of any outstanding work on site. Instead, the customer stated he believed I had adequately remedied all issues on the project and was willing to proceed with final payment. During my final meeting with the customer, he also mentioned he was already enjoying the space we remodeled. As such, I assumed he was satisfied with the outcome of the project, despite the inconveniences encountered along the way. I am disheartened that this customer feels let down by my company, and I will continue to refine my business practices to reduce the likelihood of these issues occurring in the future. As issues arise on a project, my goal is to ensure they are addressed and remedied properly, and that the end product provided to each customer is of the highest quality. Despite the fact that a few major issues were encountered on this project, I strongly believe we achieved this goal. Based on the significant time, effort, and financial concessions already provided ($7,680) to resolve the issues cited in the customer’s complaint, I do not believe an additional refund is justified.

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Address: 4549 Woodridge Rd, Minnetonka, Minnesota, United States, 55345-3936

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