Dear Greg,
We didn’t feel the six lines on the Customer Service Survey would be able to do justice in providing you feedback on our recent project.
As you know, we remodeled all three floors of our house at the same time. Needless to say, our lives were chaotic from demolition on. You, your employees, and your subcontractors were courteous, patient and kind. One of your employees (Jay) even took the time to sit and talk with my 9 year old son, who doesn’t do well with change and was in tears because he had “no place to go.” His caring attitude and understanding gave my son a little bit of hope and helped him have a better attitude about the stress we were all feeling. We never felt uncomfortable asking a question and we also appreciated the honest answers that we received. Your crew took the time to clean up every night, which was most appreciated in that we only had one room to live in. They arrived on time, used appropriate language and acted in a manner appropriate around children. I never felt that my kids were unsafe – they made sure that their tools, etc were out of harms way and acted appropriately. They spoke to my children as though they were paying customers too, not just nuisances with a ton of questions.
The quality of your work was excellent. You sometimes pointed out imperfections that I myself didn’t even see and fixed them. You listened to our concerns and handled them. I remember at several points of our Design/Pre-Construction phase, you told us that we would hate you at some point in our project. This was probably the only time in our project that you were wrong! While remodeling itself is a very stressful experience, we always felt that you were our advocate and never felt that we were alone.
Another thing that stands out is your attention to detail. You insisted on excellence and would accept no less than that level of work. For example, basements are poured on a slight grade, to assist in drainage. As silly as this sounds, the fact that you leveled our fish tank table to give the tank the appearance of being “straight” was something that most contractors wouldn’t even think of, much less do without being asked. Sometimes, for a customer, it’s the little things that add up to big impressions.
Your company was flexible and gave us options. When you contacted us while on vacation and discussed the option of tearing out the entire kitchen instead of paying practically the same price to build 3 custom cabinets to match our existing, we were floored. Not only did you take it upon yourself to look out for our best interest, your crew bought boxes and packed up my kitchen while we were on vacation. Most contractors would have realized the “bother” that this option would cause and not bother asking the question. Those that would have bothered certainly wouldn’t have offered to pack up the kitchen to avoid any delays, since we were out of town. You also supported us on our last minute decision to change our shower type from an acrylic corner unit to a tiled shower. While you had to do some damage control with a frustrated plumber, you understood the big picture, agreed that the decision was a good one and handled it.
We never felt uncomfortable with you in our home. We never felt that safety or security were an issue. You cannot put a price tag on that. We will (and already have) recommend you to anyone. I would tell a perspective customer that while you probably will get lower bids (and some higher too), you cannot put a price tag on quality work, peace of mind and honest service. What looks like may cost you less, can easliy cost you more due to unquoted “add-ons” or delays. Sometimes, you just have to pay a little more upfront to ensure quality and avoid paying more later.
When someone enters our home, they immediately want to know who did the work, how “expensive” it was and how it could have all possibly gotten done in just 2 months. We need to respond that our contractor was fantastic, that you get what you pay for and that they got the work done because they WORKED and didn’t make excuses. We have heard horror stories, both before we made our decision to remodel and during the whole process. Your company is a great example that the “one in a million” contractors do exist. We couldn’t be happier with the results of our remodel and we are grateful every day that we chose GMH Contruction to do the work.
Thank you again to all of you – Jay, Jeff, Dave, Mike, your vendors and especially you. Please let us know if there’s anything we can ever do to help you with any other references.”
Lynnette, Kyle, Aaron & Allison
Waukesha, Wisconsin
