The Great Indoors Complaint - Dissatisfied Customer
LAS VEGAS, NEVADA -- January 4, 2007
To Whom it May Concern:
On October 30, 2006, we came home to (day 161 of our home remodel job that your company, The Great Indoors, was hired to perform) to discover no one was here again. We are disgusted and tired of living in a house of filth you use as your warehouse. This time, it’s been five weeks and there has only been 3 to 4 days of actual work done in our house. (Keep in mind that it means the workers were here for 3 to 4 days, but may have been working for one to two hours each visit.) Now, it’s not because we are just patient people, we have been through this same scenario numerous times over the past nine months. Now it is January 4, 2007 and our house is still not complete. We were told it would be completed by November 17, 2006. There was even a computer print out that listed the work that needed to be done and when it would be completed. It still is unfinished.
To recap: We plucked down over $200,000 on February 20, 2006 to officially begin our remodel job. It took three months to order and get all of the materials. Work began on May 22, 2006. Even though your policy is to collect all the money up-front and not include a delivery date in your contract, we went forward anyway (your Sears right, how can you not be trusted?) By the way, that policy stinks! What recourse do we now have? You have our money and have not delivered in eight months what we were continually told would take 6 to 8 weeks to complete. We could hire another contractor to complete the work, but then we would have to resort to other means to get reimbursed—spending even more money. After several weeks, we began to call and nag every two weeks. Work would happen for a few days with a flurry—then nothing. We would call again and voice our dissatisfaction. Again, work for a few days was followed by weeks of nothing.
We called the next level of supervision. Same results. We went up another level of supervision, and guess what? . . . Same result! We have tried to go higher, but have been unable to get the name of the Regional Director. (This must be a closely guarded secret as no one is willing to give out a name, phone number, or an e-mail address.) So, we are writing to provide some unsolicited customer feedback.
First, you need to get out of the remodeling business. With other contractors, it is a known fact that the customer pays a little up front, a little more as the work is done, and then the rest of the money when the job is completed. Because of The Great Indoors policy of paying everything up front, there is absolutely no recourse or motivation for your company to complete the work in a timely manner—you already have our big bucks!!!
Second, you need to do some training on what the word “commitment” means. We have asked numerous times for a plan and a schedule of when work was to be completed, but have never received one. (Well, that would be a little untrue, we did get a sheet of paper with some information about November 17, 2006, but that is all it was—a piece of paper since the job is still not completed.) We surmise that to provide a plan would only make it more obvious that you can neither control nor manage your sub-contractors.
Third, if you are serious about staying in the remodeling business, hire your own craftsmen. We know for a fact that we are not the only customer you have heard from. Now, after the fact, we have checked with The Better Business Bureau and a site called complaint.com where online complaints are printed.
Lastly, your communication skills need to be improved. No matter how many times we have called, it appears nothing happens. If you want to be differentiated in this business you must do something different to make yourself stand out. But it appears that this is not the case.
We will be expensing The Great Indoors for the following items:
Money stolen from our home when the tile was being torn out in the amount of $140.
Furniture that had to be given to Goodwill after being stacked on top of each other and not properly covered. The furniture was so covered with dust that it was unusable.
An antique table that was moved to the garage and used to stack some garbage by the workers.
A tune up of the piano and all of the dust cleaned out of it because it was not properly covered while the tile was being torn out.
The loss of the use of our home. The Great Indoors used our home as their warehouse. We had no place to live except in a chair in the master bedroom. This will be figured by the square footage of what we were unable to use while the project was continuing and continuing and continuing. We are still unable to use the garage because there is garbage from the project. We have been unable to park our cars in the garage for eight months. We had no usable kitchen for six months. We had no master bathroom for four months. We had no laundry facilities for two months. This work is still not complete!!!
The cost of a storage unit we rented for the past seven months to make it easier for the workers to complete the work in a timely manner.
The interest from the loan we took out to pay for the remodel. We haven’t been able to use our house, so we have been paying on the loan for nothing!!!
Please finish my house! It has been 319 days as of today that you have collected our money. We dare say that the size of our remodel job is more than the cost of most houses in this country. Needless to say, we will not be recommending your services to anyone.
Gary and Barbara McDonald