- Report: #1008894
Complaint Review: Premier HomePro - Silver Spring Maryland
Reported By:
Deplorable Service -
Silver Spring, Maryland, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
Premier HomePro
7914 Wingate Drive Silver Spring, 20905 Maryland, United States of America
Phone:
240.223.7034
Web:
www.bestdcremodeling.com
Categories:
Business Rating:
(0)
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Premier HomePro Alan Stevens POOR SERVICE, LACK OF CUSTOMER SERVICE Silver Spring, Maryland
As a precursor, I should state that Alan will be defensive and perhaps be hostile after he reads this review. In fact many previous reviewers have called Alan a bully... but rather than bring emotion to the review, I'll provide facts and details regarding missed meetings, lack of follow through, and our failed contract.
A contract was signed in October 2012 for two bathroom renovations. Despite our request for measurements, floor plans and tile plans, none were provided. On 11/7 we purchased tile per the contractor supervisor's direction, on our own without him present, and he simply had square footage written on paper for us to provide the tile shop. To quote the supervisor, "it's a simple rip and replace". He then disappeared and I reached out to Alan Stevens, the CEO, on 12/7 and he was ill until 12/12 and out of the office. We finally connected on 12/13 and Alan stated that he would take over the job and the supervisor would be taken off our job.
To further complicate the issue, Alan was out of town on 12/17 - 12/27 and unavailable due to the holidays, I assume, and completely understood. I was understanding and we agreed that we would move forward at the new year. On 1/4/13, Alan was supposed to be at our home to discuss the project and he was a NO SHOW. On 1/4, 1/5, 1/6, 1/7 Alan is ill once more. On 1/9/13 I contact him and he is belligerent, yells and HANGS UP then he proceeds to tell me he's leaving the country to go on a cruise the next day!
Fast forward to February 2013...and on a positive note, the crew does show up and has integrity with their work ethic. They have very little to work with since there are no floor plans and no tile plans, but do a great job. However, we are at a stalemate with Alan 4 months later because he wants to reconcile and charge us for things we did not agree and note: there are zero signed addendums AND he has $17,000 from us which a portion is a deposit to start bathroom number 2. He refuses to give us a start date because we haven't reconciled the first project (which was quoted at $12,500).
My advice to others is do your homework and visit the Montgomery County Office of Consumer Complaints at www.montgomerycounty/consumer and note any pending complaints. (We are currently working with the county as well.) Also note that we are working with the state of Maryland Home Improvement Commission to tackle these issues so do research there as well (even though they "clear" disputes once they are resolved. He may tout his super service awards on Angie's List but we are currently working with them for resolution.
We are not novices to the process after a kitchen remodel and master bath remodel - great experiences - so our expectation would be from Alan a simple request of detailed communication and contracting, professionalism, and simply getting involved so there aren't any surprises. "A simple rip and replace" still haunts me and unfortunately, the saga still continues 4 months later with an unclear ending.
A contract was signed in October 2012 for two bathroom renovations. Despite our request for measurements, floor plans and tile plans, none were provided. On 11/7 we purchased tile per the contractor supervisor's direction, on our own without him present, and he simply had square footage written on paper for us to provide the tile shop. To quote the supervisor, "it's a simple rip and replace". He then disappeared and I reached out to Alan Stevens, the CEO, on 12/7 and he was ill until 12/12 and out of the office. We finally connected on 12/13 and Alan stated that he would take over the job and the supervisor would be taken off our job.
To further complicate the issue, Alan was out of town on 12/17 - 12/27 and unavailable due to the holidays, I assume, and completely understood. I was understanding and we agreed that we would move forward at the new year. On 1/4/13, Alan was supposed to be at our home to discuss the project and he was a NO SHOW. On 1/4, 1/5, 1/6, 1/7 Alan is ill once more. On 1/9/13 I contact him and he is belligerent, yells and HANGS UP then he proceeds to tell me he's leaving the country to go on a cruise the next day!
Fast forward to February 2013...and on a positive note, the crew does show up and has integrity with their work ethic. They have very little to work with since there are no floor plans and no tile plans, but do a great job. However, we are at a stalemate with Alan 4 months later because he wants to reconcile and charge us for things we did not agree and note: there are zero signed addendums AND he has $17,000 from us which a portion is a deposit to start bathroom number 2. He refuses to give us a start date because we haven't reconciled the first project (which was quoted at $12,500).
My advice to others is do your homework and visit the Montgomery County Office of Consumer Complaints at www.montgomerycounty/consumer and note any pending complaints. (We are currently working with the county as well.) Also note that we are working with the state of Maryland Home Improvement Commission to tackle these issues so do research there as well (even though they "clear" disputes once they are resolved. He may tout his super service awards on Angie's List but we are currently working with them for resolution.
We are not novices to the process after a kitchen remodel and master bath remodel - great experiences - so our expectation would be from Alan a simple request of detailed communication and contracting, professionalism, and simply getting involved so there aren't any surprises. "A simple rip and replace" still haunts me and unfortunately, the saga still continues 4 months later with an unclear ending.
3 Updates & Rebuttals
Concerned Consumer
Maryland,Simply Research
#2Consumer Comment
Thu, October 02, 2014
Not sure why the company needed to file another recent rebuttal. Maybe the due to the first one being so incorrect.
Points 1, 2, 3 and 5 are all false. In his defense, he could be confused and just mixing up a string of bad jobs. I would assume they all begin to blend together.
Point 4 is partially correct. What would you do when someone screams, berates and hangs up on you. Well, I sure wouldn't want them in my house again.
Point 4 also talks about the flu and being sick for 4 weeks. However, the person's own Facebook page shows him frolicking on rock and roll cruises during the same period of time.
Recommendation - Simply do your homework. There is enough information online for people to make a judgement. Read the companie's responses on Angie's List, this site and others. Then ask yourself, would you want him talking about you like that?
I've learned if you Google contractors online and can't find anything good or bad, then chances are they are probably good. Many satisfied customers don't post reviews. However, unsatisfied people generally try to find an outlet to release their frustration.
If you find several bad reviews, then likely you should think twice. If you see "themes" that are common in reviews, then there is probably something there. Just use your gut.
Premier homepro
Glenn Dale,Maryland,
REBUTTLE
#3REBUTTAL Owner of company
Sun, August 24, 2014
We were contracted to remove and replace 2 bathrooms. Our contract clearly states that we are to be paid 1/3 up front, 1/3 the day we start and 1/3 upon completion. We divided the work into two parts so there was to be a more complex payment schedule including payments for work order changes.
The client would not make the payments, would not pay for changes orders and breached the contract by having other contractors on site during the project. Our contract clearly states payment schedule, change orders and that no other companys are allowed on site for liability reasons.
When the client breached the contract, we pulled out without taking them to court. We offered to renegotiate but they were bent on taking their claim to any and all government agencies and to the web. They were rejected by the Maryland Home Improvement Commission, the Montgomery County MD Consumer Protection Board and others which is a matter of public record.
Premier HomePro has 144 Angie's List Reviews and has received the Angie's List Super Service Award 2010, 2011 and 2012. We maintain a very high rating (98% A ratings in the indivual categories) and strive to keep our clients happy by providing the best services we can.
Thank you for taking the time to read this rebuttle.
Premier homepro
Gaithersburg,Maryland,
Breach of Contract
#4REBUTTAL Owner of company
Sat, October 12, 2013
Client failed to abide by the terms and conditions of the agreement:
1) This client signed an agreement with terms and conditions that stated the following: for both bathrooms they would pay 1/3 initial payment upon contract signing. 1/3 the first day of work and the balance upon completion. The client did not make the second installment until the first bathroom was complete to pay the second installment.
2) They agreed that all changes would be made through an addendum and paid for with the change order. They did not pay for the changes in materials and for materlal overages.
3) They breached the contract by closing off their home while a plumber did work in our work space which was a breach of contract.
4) They would not allow me or the sales rep into the space to allow inspections of our own men's work stating we scared them. This set us up for customer relations failure. Last year when the flu season hit, I had the flu for 4 weeks and made two trips to the hospital. The client was outraged that I missed two meetings due to my condition and even when I explained I had to be hospitalized, she threw a fit.
5) After finishing the second bath to 100% completion, we offered them the remaining $2000 and they refused to take it as a settlement. They wanted ALL their money back.
This is the real story. We now know to rely on our first impressions of a client, If they appear crazy on the front end, they are a nightmare on the back end.
