Custom Homes

HU-704963187,
We greatly appreciate the review and wish you the very best. Have a great summer!

Katie,
Thanks so much for your kind words! Our team greatly enjoyed working with you on all your projects. This new home turned out amazing, you have great taste! We appreciate the review, and hope you all enjoy your new home for many years!

HU-708763633,
We apologize for your experience. We’re usually provided with very positive feedback on our open-book system. Customers enjoy seeing and understanding where their monies are being spent to avoid hidden costs compared to other contractors. We totally understand the frustration with cost overruns. However, pre-existing conditions in your 1919 home, did create a few minor hurdles. We have taken it upon ourselves to review all of your concerns expressed in your review. Below are some facts about the project and we wanted to provide some feedback from our perspective:

1. Overages - the overages you're referring to were due to switching the locations of the toilet with the sink. Our design team did recommended this after the demo. Before that time, we didn't know if it could be accomplished due to pre-existing structure conditions behind your walls. You express very much how much you liked this design change and approved it before any changes started. With our open book system, you were shown the cost of the changes from the subcontractors before starting. Because we're a cost-plus contractor, we did have to charge a general contracting fee to re-design, manage, and warranty the additional work being done. Changes to a project do cost our team additional time and we cannot do them for free. It was recommended before the project started that you have a 10% contingency set aside in case you wanted any changes made during construction, especially on a 1919-built home. The total charges paid to us for all the additional work was less than $3,500. We felt that was very fair given the amount of added items during the project.

That's the great thing about our system. Your change order would have been the same cost before or during construction. Other contractors that don't have a cost-plus open book system can basically charge you whatever they want and it's almost always more money during the project. Other contractors also don't show you what the subcontractor's costs are either. Again, we’re usually provided with very positive feedback on our open-book system because of these reasons.

2. Qauilty - Your drywall and tile issues are most likely due to undersized existing floor joists and/or foundation movement due to your older home. Structural concerns were brought to your attention, however, due to budgetary constraints, you did not authorize us to complete the structural repairs we recommended. We have not received any other feedback or communication in over 2 years since completion. Our team was not even aware of any repairs needed, nor were we given the chance to. When we did our final walkthrough, you expressed to us that you were pleased with the final product. We have also contacted you several times since this review and you will not give us the chance to remedy your concerns or even reply back. We're more than happy to come back and review your concerns within the warranty guidelines we provided. We understand there was some confusion on the mirror location, and we apologize for that mistake. It was also rectified and placed in the correct location immediately upon request.

3. Living Situation- The project was done while you were living in the home, which can sometimes feel like you are overseeing the project. It was highly recommended by our team not to live in that space during construction given how small it was. We would come to your home almost daily and make our construction lists, before we could even discuss lists with our team, you would bring items (we already knew about) up to us. We of course appreciated you bringing those items to our attention, however, given amicable time, we would have communicated them to our team. We updated you frequently on progress either with phone calls, or text messages, as well as our fully integrated online software program. This unique program was also used to communicate and review all your selections and your budget.

4. Invoices - Our online communication selection system had change orders and invoices for selections uploaded directly for your approval. We reviewed the online communication software and nothing was asked for additional receipts or invoices. If you would like, we can still get you access to our online system which probably has the information you were looking for, or again reach out to us and we can discuss how you can obtain it.

At Custom Homes we do and try to provide the best service that we can, and we stand by our work. As with any remodeling project on a very old home, issues can arise, however, we did rectify all concerns that were brought to our attention. We really did enjoy working with you and getting to know your family. If you give us the chance, we would be more than happy to review your concerns.

Dave,
Thanks for the awesome feedback! We greatly enjoyed working on your new home. Once the sod and exterior paint are done, it will look even better!

Nick,
It was a pleasure working on your project. Our team greatly enjoyed getting to know you, Kristen, and your newborn! Please let us know if there's anything more you need or if you want to explore the 4 seasons porch next year!

Jeff,
We appreciate the great feedback! It was a pleasure working on your beautiful home, it turned out amazing! Please let us know if you need anything else. Thanks!

Mary,
It was a pleasure building your dream home and getting to know your family. Thank you for the awesome review!

Polly,
We appreciate the great feedback. Your project turned out great and our team loved working with you. Thanks again!

Sandy,
Your kitchen project was one of our favorites! We appreciate the time we spent getting to know you and Mike. Please don't hesitate to call if you want to work on that new addition project!