After being inspired by our neighbours, about a year ago we made the decision to have our home renovated. We started the daunting task of finding a reputable contractor, not an easy thing to do but after 4 quotes and many weekends running around looking at places and products we came across Ridgeway Design Centre, a local business. We wanted to pick a contractor in our community. Their motto is "Home renos made easy". (not!)
The concept of the store is great, everything in one location plus installation. No more running around all weekend, every weekend only to get more confused with everything out there. The night we came into the store we were greeted with a very courteous and pleasant person, Nelson who said it was his 2nd day on the job. We went in the store to look at the flooring because we were considering another contractor but we would have to run around and get everything. Nelson was so pleasant and helpful so we asked them to quote on the whole job, kitchen, bathroom, laundry room and all the floors. They would supply everything, we would pick the tiles, flooring and kitchen cabinets from the store.
The old saying of “if it sounds to good to be true it usually is” but we fell for it anyway.
After reviewing the contract and discussions about how the whole process would work, we signed ... we trusted and believed in them. We were told a lot of things and some came true and some did not. We really didn't fully grasp how it was going to happen but we continued to trust them and tried to accommodate all of their requests, such as renting a box to store furniture in so it would be easier and quicker for them to complete the flooring job. It was not in our budget but we did it, again trusting them.
We were told the whole reno would take about five weeks, took a lot longer. Only planned to have the box for one month but ended up being two plus paying two different movers for three moves. We were told that the bathroom would have a working toilet in three days but it was out of commission for a whole week. We had to rent a hotel room for a week, again not in our budget but we did it for them to make it easier and quicker.
We fed the crew that was working at the house everyday they were there plus we even sent food back to the store for the rest of the employees. Our kitchen cabinets were delayed about five weeks and we didn't make a fuss we just said okay then start one of the other projects. We always paid them whenever they asked for another installment, no questions or hesitation on our part. We were told that we were the best clients they had ever had but that has now changed as we have had multiple issues and we are still trying to get them resolved.
Our kitchen pantry was measured wrong and we were told that it would be replaced but it was not and they will not replace it unless we pay. The employee that measured wrong told us he would have it replaced at no cost to us, was fired just as our job was coming to an end. Carm, the owner told us just recently that we signed off on the measurements so if we wanted it replaced we would have to pay for it. Not a chance, we will not give this company any more money and if you are reading this you shouldn't either! Again, we trusted them... they are supposed to be the professionals but they blamed us for their mistake.
We have been trying to get things fixed since last September when Michelle, the store manager picked up the final payment. We showed her around the house and pointed out all the issues we had with the work and even informed her about a couple of the employees that were bad mouthing the company and everyone that worked there, so much so that we had to tell them to stop that we did not want to hear it anymore. Michelle told us that she would speak to Carm about the pantry and see what they could do. Waited for months and then we told her not to do anything over Christmas... its now the end of February. When Carm was confronted about the pantry a couple of weeks ago he essentially threw Michelle under the bus by asking us why he was just hearing about it now. We just kept getting excuse after excuse for things not being done. We were told it would be done at no cost, then we were told Carm cancelled the second pantry then Michelle told us that it was never ordered, we don't know who or what to believe anymore.
One of the kitchen shelves warped within six months of use, just received the replacement. We were told that we had too much on the shelf. The whole purpose of re-doing the kitchen was because it was outdated and small. We had more storage space in the old kitchen than we do now. Still waiting for them to come and fix the counter as it appears to have fallen on one side and now one of the drawers doesn't close unless you force it. The silicone sealing for the under mount kitchen sink is coming off and the counter was installed uneven all the way around (recessed in some areas and protruding from under the counter in other areas). The back splash in the kitchen was done by employees that had never done it before, we were the guinea pig for them. We understand that everyone has to start somewhere but at least have a professional around to teach them how to do the job properly. They had to re-do part of the back splash and it is still not right. The electrical outlets in the kitchen are not straight and we do not even know if the kitchen was done to code, it was not inspected.
The tiles that were installed at our side door are all uneven. The ones at the front door were not done correctly by the sub-contractors the first time then they tried to use caulking to fill in the gaps. You could scrap it out with your nail so they had to be re-grouted. The dishwasher was not installed correctly and the door was scrapping the side of the cabinet when it was opened. They made an adjustment but it is moving again. The more you look the more mistakes you find. Very sloppy paint job in the kitchen and bathroom.
We had to wait 2 months to have the carpet installed on the stairs and it was not even the one we chose. We heard from someone after the fact that the bill was not paid to Mohawk, the carpet supplier and that's probably why we didn't get the carpet we wanted but instead received one that they had in their warehouse.
Carm, the owner never came to the house at all to inspect what was being done by his workers, he was just waiting for the cheques to come.
We have requested receipts because we may be able to claim some of the renos on our taxes (Healthy Homes Renovation Tax Credit) they won't do it. The receipts we did receive after the payments are not itemized at all. We had to ask for all the warranties for all the items they purchased for us, again still waiting on some of them. They were great when they were getting money from us but now that we have paid in full we seem to be getting the run around. The phone calls and messages are not answered in a timely manner and whenever we go to the store Carm is either on the phone or not in yet.
The only thing we are grateful for is that Nelson completed the bigger projects before he got fired otherwise we would probably still be under construction a year later and not just trying to have issues fixed at this point. We would not recommend Ridgeway Design Centre to anybody.
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