Their onsite team was great BUT there was no project management, no drawings. No support. In order to ensure the work was completed I had to help direct on many items and was out of pocket for items in the contract. Thing which were part of the sign contract - we paid for because they had no clue. Hold back money as the do not honour their warranty - we picked product from their vendor, they paid for the material and installed them and have admitted that there was an issue with the materials but installed it anyways and now that the materials are failing they will not resolve it.
- Approximate cost of services:
- $180,000.00
- Company Response
Dear Sir,
We apologize for the delay in the drawings during the initial stages of the project. Our team members have since taken on their respective roles and responsibilities to ensure that the project is completed on schedule.
Regarding the verbal abuse that our construction workers and project manager received during the construction phase, we have replaced the project manager three times to address your concerns, which has caused our employees a great deal of stress.
Regarding the "out of pocket" expenses, these were incurred because you chose to use higher grade materials that were not included in the original contract. This caused a gap in the budget, and you purchased the materials to fill the gap. Additionally, during the construction phase, you added new items to the project that were not covered under the initial contract, resulting in additional costs. We consulted with you and reached an agreement on the extra expenses, and we also provided additional labor to complete the project.
As for the warranty issue, our technician visited the site 4-5 times to patiently repair and also addressed other existing issues. However, since the scratches on the tiles were physical in nature, this is not covered under warranty. It is similar to buying a car from a dealership and accidentally scratching the paint during use, which is not covered under warranty. And the tiles are installed 6 month ago. However, if you can provide evidence that the problem was caused by improper installation, we are willing to make necessary changes to address the issue.
We appreciate your feedback and hope that we can address any concerns you may have in the future.
Sincerely,
Aireno Team