Customer ReviewsforStonehaven Remodeling Services, Inc.

Stonehaven Remodeling built our deck and did an excellent job. They kept me updated everyday and always returned my calls if I had a question. It was a pleasure working with ********************** and ******* and *****. I would definitely recommend Stonehaven Remodeling and would use them again.

Thank you for submitting a review on us with the BBB. It is always great to hear good feedback on our staff, especially when I know they always try so hard behind the scenes and often it is not seen by the customers. I have told them about your other reviews and will bring it up in our meeting again today. Thank you again

We are disheartened to share our frustrating experience but we would like to warn others from going down the same road and losing time and money.After meeting with a Stonehaven sales representative, we made a deposit for half of the estimated project cost on September 9, 2022.On October 11, 2022 we reached out to the office as we had not heard from anyone at Stonehaven. We had not been given a Project Manager or received any communication on the project. Office staff indicated that she would speak to the owner and we would get a call back. We made 7 additional calls requesting to speak with the owner. We were told the owner was busy, sick, working on other projects etc. October 29, 2022 *************************** returned our calls. He stated that he had not looked at our project file. During the call ***** did not listen to our concerns about the lack of communication from Stonehaven, or that our project had not begun and no materials had been ordered. ***** did not acknowledge any company shortcomings. We signed a carbon copy paper, agreeing to the estimates for a remodel and gave a deposit. No one at any time reviewed or discussed contract stipulations. At our request to cancel the contract prior to the commencement of work on the project, ordering appropriate supplies or preparation for the project by Stonehaven, ***** indicated that he would be deducting 10% of the quoted cost of the remodel. In the end, ***** kept a portion of our deposit in the sum of $1,628.71 and justified his actions by saying that he had paid his staff commissions and to cover administrative fees for our project that never started, no work was done and no materials were ordered. There is no way we could recommend working with Stonehaven Remodeling.

I am sorry that you feel this way, Stonehaven prides itself on the amount of access it gives a customer during a project between office staff, project manager,sales and myself, so between all of us you should always be able to reach someone if there is a question or concern. We understand that sometimes things happen such as in your case, with vacations and illness which *** have hampered the communication.
You also mentioned that no project manager was assigned to you. We do not assign a project manager until all materials have been selected and a Pre-Construction meeting date is made. This cannot happen until all materials are selected so the Project Manger knows what they are working with.
I will have to clarify some facts that you have indicated. You received an estimate from Stonehaven on July 18th 2022 and on Sept 9th, over a month later you signed and gave a deposit. We feel that over a month of having a copy should have given you every opportunity to review this agreement and voice any concerns or questions you *** have had. The agreement does state that Stonehaven will receive 25% of the total contract price, if the contract is cancelled. Which by the way, I do not believe we have ever held anyone to that fully. However, it must be in there to protect us for materials that *** have been ordered. Stonehaven has been in business for 17 years with the same cancelation policy. On Sept 28th you met with our cabinet rep and went over design, where he went back and designed your cabinet layout. After several re-designs to make your space work with what you were looking to do, he emailed you a 3-D rendering. On Oct 5th your project was discussed in our weekly office meeting, where according to the notes in the file, I had told the office to reach out to you before our next meeting on the 12th with a not pushy,but friendly welcome to Stonehaven reminder email and see where you were on selections. On October 10th we received the cabinet design and quote on your cabinets, on Oct 11th you called and spoke with Destiny while she was in the process of emailing you asking about other selections. You mentioned to her that you were unhappy with the suppliers we sent you to in order to make selections. Destiny told you that it didn't really matter where you get product from if you had another supplier in mind and also gave some additional sample places. On Fri Oct 14th you called to cancel where Destiny said she would pass the info along to ***** who was out of town at the time but would return your call. You also called ***** at some point between the 12th and 14th where he said he would inform me as well, but that he was on vacation and would call you when he returned. On Tues. the 18th you and ***** spoke where he informed you,that if there is nothing more he could do to keep you, then he would let me know when I returned but I had been out sick all week. I was out sick until October 20th, I apologize for not getting right back with you. However, I was very behind when I returned on Thurs and had to ensure checks would be ready so people get paid on Friday. Although I did have our office reach out and let you know I would be calling to speak with you on Monday the 24th or Tuesday the 25th. Monday the 24th I never made it into the office as I hoped to with previously scheduled appointments but I did call you on Tues the 25th where we spoke and I explained I would need to hold back some of the deposit but would refund you as much as I could to be as fair as possible and cut the check on Friday Oct 28th along with the other weekly batch of checks. 
Again,I am sorry you feel the way you do and truly wish the outcome were different so we could have completed a beautiful project for you. We try to be good on all ends but the actual work in the project that we stand behind of what's left in your home is what's the most important to us. That we deliver a quality job that lasts.

Stonehaven was contracted for a main shower remodel. Down payment was made in October 2021. Project did not start until January 2022. We made several calls but no one could give us a start date. What should have taken a maximum of 2 weeks is now in it's 8th week. Now again Stonehaven can not tell me when the project will be completed. I understand people have been sick, hurt etc.. but no way this project should be drawn out for this long.

We are sorry your experience was not up to your expectations. Unfortunately with Covid we cannot take chances when people are sick which delays projects and snowballs into others. This has also has affected our suppliers with material time frames and availability which also contributes to delays. I truly hope you are enjoying the end results on your project and our team treated you well throughout the process. Thank you for your business