Two Feathers Restoration & Design Reviews (%countItem)
Two Feathers Restoration & Design Rating
Address: 707 Greenfield Road, Deerfield, Massachusetts, United States, 01342
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In house quality of work is good on my camper van. For my project, an outside vendor was used to make cabinets. Counter tops failed before the van was returned to me, and they were replaced by Two Feathers. The sink top made by the outside vendor failed two months after the Two Feathers warranty period. The warranty is generally 30 days, but because of COVID 19 an extra 2 months was added after I requested an extension. Two Feathers wanted me to pay for materials and labor to repair the sink top. Verbally, Brian said he would absorb the cost of labor to replace the sink top if I would pay for the materials. In an email later that same week, labor went up to $139/hour and I would have to pay for materials, and currently installed fixtures might break during the process incurring more cost. This company does not stand by their verbal agreements.
In addition, the van was delivered to me with adjustments required and not as I had originally requested. The cabinets were too high because the outside cabinet maker made them too tall. I should not have accepted them, but I did to keep the project moving. Since the cabinets were taller than intended, the microwave cord would not reach the outlet. Brian said they would not warranty an extension cord. Drawer latches did not hold, the cabinet door hinges were set to slam shut, the back trim pieces were not cut to accommodate the bed topper, and the toilet cabinet lid support failed. The adjustments were made on another trip to Two Feathers.
I felt bullied and disrespected when there were problems and after I left a review. Brian will say one thing and then forget or disregard his promises. Although there was a change in insulation in my project that increased the cost, the final price was 1.7x the original estimate.
If you choose this company, make sure your work is done in-house. Require a warranty that allows time for materials to expand and contract. Require all correspondence in writing.
First of all, This review is only an attempt for us to continue to make modifications to a customers Van Conversion that was completed while COVID was happening. It was required by the customer that we complete this van no matter what as everyone was unsure of what was to come.
Each build requires a contract that covers warranty etc. We are NOT responsible for product failure by outside vendors. NO RV Company will cover a warranty of another company. IN most all cases the vendor will reimburse us to remove their product and reinstall in order to warranty their product. This is an issue of an Outside vendors unfinished cabinet countertop splitting. The customer was instructed that using a butcher block or a countertop like this may split near water. THIS has happened as the customer was wanting this look. We did cover the replacement of the countertop for the other area of the Van at our costs before delivering to the customer. That should be expected. We do have a warranty of 120 Days which we extended by two months per the request of the customer. That covers our inhouse craftsmanship. It does NOT cover products made by other vendors such as a refrigerator, A/C unit, Heater etc. We did offer to cover half of the labor and the materials. The customer is still not happy. Being a very small company. We can not cover things not covered by a warranty which the customer was made aware of the possibility this may happen. She was ok with it. She also supplied a undermount sink. We can not guarantee that the adhesive will not damage the sink and hardware as water proof adhesives were used.
This customer had made many changes prior to delivery, This will change the overall costs of a project. The customer is required to sign off on each of these changes with a email or change of work order or original design paperwork. This customer wanted us to change the cabinet doors after delivery as she thought her dogs may cause damage. She also changed her mind on the location of switches for the lighting. The toilet lid used a block of wood as gas shocks are not available due to COVID and she was told we would install one when they become available from our vendor. When a customer wants changes after delivery or during a build. Those changes are not free if the work has been performed already. She did not like this fact. This build did NOT cost twice the quote as we do NOT offer quotes. All our customers know this. We do give a basic idea and tell our customer that finishes and changes etc. will effect the end costs. This project came in within 15% of what was expected even with all the customer changes.
As for the bed pads. They are a thin surface covered in material which she was not sure if she wanted to use them or not. She reused the original bed frame which did not have a plywood base as it does now. We did the change for free. We also adjust the door closers on the sink from a slam to easy shut. The customer had changed her mind. It is a simple turn of a screw. See our website. This is a beautiful build. Some people are never happy. This one star is unfair as it has nothing to do with our work. We have gone over and beyond with delivery of her van to her which is a three hour round trip at our costs! Who does that? We should at Min have a 4 Star!
The original estimate was paid in full when I left the van. Yes, there were a few changes but the overall cost was 1.7 times the original estimate. I paid it without complaint, but future customers should be aware.
The butcherblock look sink top and switch placement were Brian's ideas as I had asked for advice. The bed topper was always in the plan. When I took the van back for some adjustments, one of his employees apologized that the back trim panels hadn't been cut to accommodate the topper, and if he had been there it would've been done before the van was delivered. The door hinges on the cabinets that slammed shut had been installed upside down. That was adjusted the one time I went back also. I fixed the the drawers that opened during driving and the toilet cabinet lid on my own as I did not want to go back to Two Feathers.
My contract was with Two Feathers. Their contract was with the cabinet maker.
In his reply the warranty was 120 days plus two months. If this is the case, then my project is still under warranty as it was delivered on April 2, 2020. Last week it was 30 days plus two months. If you use this company, get everything in writing.
I spent a lot of money on this build. I will get good use of the van, but I will never recommend this company nor will I ever return there.
These people are great to deal with. Honest service that lacks at most shops today.