4 Customer Reviews
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Review from Roberta M
1 star12/25/2023
BIG MISTAKE!! ******* was so nice and helpful when the job started. That all changed when we started having problems. Her workers put a storm door in that you had to push with your knee to get it open. It was binding all around the frame. The worker even told her about it and that she could expect a call from me. When I did call her about it, she said it would be acceptable for some people. Poor workmanship! They came out and "fixed" it. There ended up being a gap at the bottom of the frame where wood was rotted and they just tried to cover it up. There were screws left out of the threshold for the other door. Two of the door handles they put on my kitchen cupboards were not centered. She was going to order me new doors, but I have never gotten them. My glass shower doors don't close correctly. And the list goes on. There was no communication from her for over a month. When she finally got ahold of me she said her mother had a stroke and she was trying to get her Mom's house handicap accessible. She has contractors who work for her, I would have thought her easy access to them would have made that fairly simple. Certainly should have not taken that long. Communication would have been nice. She said she emailed me twice and they must not have gone through because of the location she was in. Come on! If that were true then pick up the phone. Don't believe she actually sent them. Didn't hear from her for several more weeks. Contacted her again with no answer. I was fed up with it. Texted her to tell her that if I didn't hear from her by a certain time that I would consider our dealings done and I would hire someone else to make the repairs from her workers screw ups. I got nothing, no response at all. I would never hire her for anything again. Lies and excuses.Review from Jessica B
1 star09/21/2022
DO NOT USE! Unless you enjoy a 4-week timeline to stretch to 16 weeks. Or feel free to use this company if you want to hear the many and varied excuses why work can't be completed within the estimated time frame. But really, please, please please, check in with the city to make sure that she filed all permits because we didn't think to check that before we paid her in full and since she filed zero permits, we now get to do that for her. CONTRACT AT YOUR OWN RISK. You do not need this added level of stress, it is not worth it.
Definitive Home Design, LLC Response
09/22/2022
I do understand ***************** complaint with her project. It did take far longer than it should have. Unfortunately our siding installer broke his ankle right at the beginning of her project and was not able to climb a ladder in order to button up the siding on her home after the porch was built. We also had a late start to the project due to the late Spring and looming snow. I was not happy with the first screen door that we installed as it was hollow core so we ordered a new solid core door. The expected lead time on the door was initially short but it was delayed.
To top it all off the building permit was sitting in limbo land due to an issue with Firewalls at ******** Services. As soon as I was aware that the permit had not processed I reached out to ******** Services and processed the permit. They confirmed that it had been blocked and went to their spam. They are working on putting together a Letter Head attesting to this. ******** Services knows that this has been an issue in the past but we thought we had it worked out. They know that this is not a standard practice for me. The roofing permit was also filed back in May.
I am truly sorry that we had these unfortunate issues with the install. We do hundreds of jobs/year and they usually go without any issue. Some things are truly out of our control such as injuries, weather and material delays.
Review from Alana E
1 star07/07/2021
Definitive Home Design puts on a good face at first, but working with them had been such a nightmare that we decided to cut ties with them. We had gotten a slew of lies and excuses from them, especially surrounding communication. Heather (the owner) would claim that they sent us emails in response to our emails checking on progress when they clearly never sent those emails, but if we began to really complain or call them out, we'd get a response right away. Messy communication, awful coordination of projects. We're still working on getting a custom window they ordered for us as it was completely the wrong size. DHD will give you the runaround and then make it sound like it's your fault. Lastly, they had our roof repaired, but not the soffits/fascia, and other obvious areas you would repair along with the roof-- now we're struggling to find a contractor to finish the project because of them as it's a project that should've been done all together! Steer clear of these people.Review from Stephen S
1 star06/16/2021
Definitive Home Design (DHD) is run by a person who I found to be utterly incompetent. Her only strength was in making excuses for why something wasn't done or why something wasn't done right. I hired her company to frame my new house, install the doors / windows, and the siding. She told me so many lies / fabricated excuses I can't even remember them all. The latest one is about a door they installed that leaks and she said it was from the derecho (without even looking at it). First of all, the door doesn't face west and secondly it leaks because to fix a huge gap on the latch side of the door they shimmed out the hinges - leaving gaps that are too big on both sides of the door. It was one of several doors that weren't installed right and is just one of many huge problems I have with this company and the owner in particular. The siding crew she hired, and paid in advance, was pathetic - it took them approximately 5 months to side my house and she apparently couldn't fire them because she had already paid them. She always came up with some dramatic excuse throughout the whole project. Bottom line, DO NOT HIRE THIS COMPANY! They, in my experience, are terrible. All you will get is sub-par performance and a master's class in excuse making. You will absolutely get tired of listening to her drama and excuses. Hear me now, believe me later.ÂDefinitive Home Design, LLC Response
07/14/2021
Steve,
I am sorry you feel this way. I would like to say that the reason the siding took as long as it did was you supplied the materials for the project. We told you how much material was needed and you would consistently cut that amount short because you felt it was too much. We spent a lot of down time and contractors sitting there waiting for the additional materials in order to finish the project.
When the project was complete you were happy with everything.
We went above and beyond on your project including moving location and reframing several windows after you both decided you wanted them in a different location.
As far as the siding crew, yes I did pay them because they had been working so long on the project and the delay in special order materials was dragging the project out so long that it was the right thing to do. This crew is a very competent one and unfortunately the working relationship did not survive the issues of timing that your project came with. The second crew that completed the project did so quickly even throughout the conversations they had with you.
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