Reviews

Review Details

• Review fromAmanda G

  Date: 06/19/2023

  1 star
  We had a very negative experience with Turnkey Remodel and would not recommend them to anyone. Several of our friends had gotten quotes from Turnkey and went with other contractors because Turnkey's prices were so much higher than other bids they received. We spoke with *************************, the owner, about what we needed and our constraints (pets, kids in school, busy lives). We thought high prices would equal high quality and an efficient smooth experience. It did not. As soon as the contract was signed, no one cared how long our project took or how it turned out. He hired subcontractors but no one oversaw them. We were given a project manager part way through the project but the subcontractors did not respect him and he did not examine or correct their work. Subcontractors treated our house like a trash dump, leaving behind food, wrappers, water bottles, and clothes. Because there was no oversight, we had issues with our electrical work in the kitchen that caused ** to repeatedly fail city inspection. The custom cabinetry that **** insisted would be so great was delayed for weeks. **** blamed the subcontractor and he blamed ****. Meanwhile, we had no kitchen. At the end of our project when we finally had flooring and cabinets, we had a flood in our kitchen from an improperly installed faucet. ****'s immediate response was that he was not responsible because the faucet was for our reverse osmosis system. The flooding occurred because of their installation, not a defect in the faucet or system. His painter showed up with no ladder, the wrong paint, the wrong sheen, and did a terrible job. He actually painted over my paint sample sticker so when we peeled it off, there was a big rectangle of unpainted wall. We had to hire outside companies to redo some of the electrical work, all of the painting, re-install the faucet and fix all the issues with flooring. There is not room to detail all the things that went wrong. I wish there was. Avoid this company!
  

  Turn Key Remodel

  Date: 09/14/2023

  Dear ******,I want to begin by expressing our gratitude for taking the time to provide your feedback. We've made previous attempts to address your concerns through our responses on Yelp and attempted to communicate directly with you to find a resolution. We regret that we haven't been able to achieve a satisfactory outcome thus far.I'd like to take this opportunity to address the points you've raised. Firstly, I want to extend a heartfelt apology if your experience with our organization did not meet your expectations. We take great pride in delivering seamless and exceptional experiences for our clients, and it's disheartening to hear that we fell short in your case.Regarding your perception that we tend to shift blame, I assure you this is not our standard approach. We take full accountability for our projects, including the subcontractors we enlist. It's worth noting that subcontractors operate as independent professionals responsible for their own work. While we hold them to high standards, there may be instances where their actions present challenges that we are committed to rectifying.I understand your frustration with my limited presence as the owner of the company. As the business has grown, my responsibilities have evolved to encompass overseeing operations and managing multiple projects concurrently. Nevertheless, please be assured that I remain actively engaged in ensuring customer satisfaction. I apologize if my availability did not align with your expectations, and I value your insistence on my presence when necessary. According to my records, I visited your property on over ten occasions throughout the project. There may have been instances when you were not present or informed of my visit. Additionally, I have had numerous text and phone correspondences with you, in addition to my staff keeping me updated regularly.The flooding incident resulting from the reverse osmosis faucet installation is deeply regretted. The initial response was a miscommunication, and we apologize for any confusion caused. While we should have advised you in advance about our inability to guarantee the installation of old parts, our intention was to accommodate your preferences. We genuinely aimed to resolve the issue expediently and are grateful for the opportunity to ultimately rectify the leak.In regard to pricing, we understand your reservations about markups. Our goal is to provide fair and competitive pricing while upholding the quality of our services. I apologize if you felt our markup practices lacked transparency, and we appreciate your feedback, which will guide us in reevaluating our pricing strategies.We regret that the painting aspect of your project did not meet your expectations. I acknowledge the issues you encountered with the painter, and I'm sincerely sorry for any inconvenience this caused. I'm pleased to hear that you found an alternative painting company that delivered a satisfactory outcome.I understand your overall disappointment with the experience, and I sincerely apologize for any negative impact this has had on you. We value your feedback immensely and ******* as an opportunity to enhance our processes and communication to prevent similar issues in the future.Once again, I apologize for the inconveniences you faced and appreciate your candid review. We remain committed to addressing any outstanding concerns and providing exceptional service to our clients. If you have any further questions or require additional assistance, please do not hesitate to contact me directly.Warm Regards,Mark