Hit and miss experience with PEG
We had a hit and miss experience with Peg. It started really positively and ended just...meh. The work itself is nice, and we're happy with the kitchen. It just took a lot of effort to get to the completion stage, and the miscommunication that happened throughout was off-putting, and we wouldn't use them again.
Positives: initial walkthrough good, clear timelines and line by line proposal, nice contractors who were respectful of our space.
Negatives: poor communication as the project proceeded, inconsistent handoff between contractors and the office staff who managed the project, which included misquoting costs
Our initial walk through was great - we got a lot of work quoted from them and Allan was very detailed in his assessment of what needed to be done. We had a kitchen planning session at Ikea, where Allan provided measurements for the countertop and adjusted our plans. We were happy to proceed from that point, and we had a lot of back and forward after that with Michelle to identify the work we were going to prioritize, and the timelines for that. We scoped down the project to just do the kitchen to get it done by the holidays and agreed we'd revisit some of the other work before signing a contract. I'm really glad we did that instead of committing to doing our kitchen, bathroom, and stairs with Peg. As the work commenced, there was some disconnect between the initial conversations we had with Allan, and then with some of the contractors who came in to do the work, and it took a lot of conversation to ensure we were all on the same page. The electrician and the countertop person had to come multiple times because they weren't scheduled at the right times, the countertop that we'd had an initial quote for based on Allan's initial measurements ended up costing double, because Allan's initial measurements weren't passed on to the countertop company at the time of quote, the cabinet people didn't install the cover pieces we'd discussed as noone had told them to do that, and when the drywall people took down our old architraves and door trims, we were asked if we wanted Peg to replace them, said yes, and then this just didn't happen until we chased it.
For the first 4 weeks we got lots of communication about any changes to the schedule or the timeline and had a lot of back and forward about the above details. As we approached the end of the project, that communication faltered. I found myself having to chase up answers and updates.
The majority of the work was due to be completed the week before Christmas. I had a conversation with Michelle on the phone where she said she was trying to get someone out to do the last bits of work before the holidays, and she'd get back to me. Then I had radio silence for two weeks. Noone answered the office phone, emails, there was no out of office message saying they were on a holiday shut down. Then there was no acknowledgement or apology that they left us hanging and ignored all my voicemails and emails. The work finally got done, 4 weeks after it was supposed to, but even that wasn't smooth as between our initial walkthrough and the final finishing touches, Peg forgot what we'd agreed and had to redo the work. We didn't have a final walkthrough on their work before final payment, and by that point we were just done with them and a few small details, like poorly applied sealant and misaligned trim, we have dealt with ourselves to just call it a day and be done.
- Approximate cost of services:
- $47,000.00
- Company Response
Dear Alex,
Thank you for taking the time to provide feedback about our services. We are so sorry that you are disappointed with our services. Kitchen renovations can be chaotic even at the best of times which is why we can only give an estimated time of completion. Per your correspondence with our office, most of your renovation was completed before the Christmas Holidays and that would have also included the repairs around your patio door (as scheduled) had the door installation not been rescheduled from Dec. 9th to Dec. 19th by your contractor.
We are also sorry to hear that you were unaware that our office would be closed for the Christmas Holidays (Dec. 23rd - Jan. 3rd) as our notes indicate that we communicated with you throughout the week of Dec. 19th -20th via phone & email, AND also during the Christmas break at which time most of the work surrounding the patio door was coordinated and completed. We also had an automatic email response noting that our office will be closed. Moreover, upon our return to work on Jan. 6th, Michelle reached out to you on Jan. 7th to finalize the completion of the remaining work but did not get a response from you until Jan. 15th in which you noted that you 'thought you had responded but found the email sitting in your drafts". Following that correspondence, all of the remaining work was swiftly coordinated & completed.
We acknowledge that your kitchen renovation took longer than anticipated & with hiccups as expected with renovations but though there was a delay, all of the work was completed as contracted. At PEG, we take pride in working with our customers to resolve any issues surrounding their renovation, and we take pride in the fact that we have never walked away without completing a job, including yours, in the 30 years that we have been in business.
Sincerely,
PEG Customer Care Team