I hired Palmview to remodel a powder room and update our hallway floor. While I am happy with the finished product, I found the process of working with this company left a lot to be desired. There were big gaps in communication, especially during the design phase. After giving my deposit and having a call with a designer, I found myself sending multiple follow up emails with nobody responding, at one point for almost 3 weeks. It took almost 2 months to complete the design process which was frustrating because I knew exactly what I wanted so its not like a lot of back and forth was needed to settle on design choices, it simply took this long because nobody responded to any communications. Because of this, multiple pieces that I had my heart set on went out of stock from their suppliers, leaving me to source them myself to ensure that my vision came to life and also to make sure that we did not continue to get delayed.
When it came to the actual labour, Mike worked quickly and efficiently but again, there was very little communication about what was happening on a day to day basis. Every time I asked a question to him or Raf I felt like a nuisance which is not ideal when someone is in your home. The company did not order enough tiles and did not properly communicate costs with me. This issue was resolved and rectified quickly, however the whole thing left a bit of a bad taste in my mouth. I felt that since this was a smaller scale project, the focus wasnt there as they seem to be taking on much bigger jobs. Overall, Im pleased with the final result but the process could certainly have gone better.
- Approximate cost of services:
- $16,000.00
- Company Response
Hello Sabrina,
We want to start by expressing our sincere apologies for the less-than-satisfactory experience you had with us. We fully empathize with your frustration regarding the prolonged design phase, and we acknowledge that this was an atypical situation that we deeply regret.
During this time, an unexpected and severe health issue affected one of our top designers, leading to an unfortunate pause in your project. Once we recognized the situation, we promptly arranged for another skilled designer to step in and expedite the design process.
The new designer successfully completed your design in just three weeks, ensuring your vision was brought to life. We understand that you had to source certain items yourself due to supplier delays, and we deeply regret any inconvenience this may have caused.
Regarding the tile quantity and communication, we acknowledge that our estimate may not always align perfectly with the actual requirements, and we were off by a small margin. Nevertheless, we swiftly addressed this issue, providing you with the additional tiles you needed within a couple of days.
The team was also able to go above and beyond, including items that were outside the scope of work, such as additional outlets and painting trim outside of the bathroom area.
Furthermore, we faced some challenges with our suppliers, resulting in delays with specific brands. We’re genuinely sorry for any disruption this may have caused your project.
We want to emphasize that we genuinely believe we’ve delivered exceptional results for your design, and the final outcome aligns perfectly with your vision. Your powder room is one of our favourites from this year, and we’re thrilled that you are pleased with the end result.
We greatly appreciate your feedback and are committed to learning from this experience to ensure better communication and smoother processes in the future. Thank you for choosing PalmView, and we hope you enjoy your newly remodelled space for years to come.Best regards,
The PalmView Team