Poor communication, missed deadlines
We had a negative experience working with Roxy on our renovation. Unfortunately, we experienced repeated poor communication, missed deadlines, and a general feeling of disorganization, all of which left us feeling quite frustrated. We also feel as though we had to basically design everything ourselves and did not receive actual design assistance or feedback. Was it a challenging time? Yes. Anticipated covid-related labour and material shortages made us put the renovation on hold before construction started. Drawings however were not subject to uncontrollable shipping or manufacturing delays. Why they were delayed, we will never know. But we do know that we will be working with a different designer when we resume the renovation.
- Approximate cost of services:
- $3,800.00
- Company Response
Dear Mr. Lyle Jones,
All major events are outlined below, regardless of all internal and external coordination, minor revisions, or other irrelevant conversation that was outside of the original scope of work.
April 11, 2021: First on-site visit in St. Catherines where the project located.
April 14, 2021: Retainer received, the project started during the lockdown.April 15, 2021:
1) Project escalated to the top as the owner is expecting a baby in September. Informed all departments to be ready for any last-minute appointments.
2) Received the appliances preferences notes and Design Inspo Excel sheet from the ownerApril 16, 2021: One-hour phone call with the owner
April 19, 2021:
1) First interior design drawing set issued for review
2) First kitchen design set with renderings issued for reviewApril 20, 2021:1) First Equipment Schedule issued for owner's budgeting exercises2) Showroom visits to plumbing showrooms; for each showroom the owner allocated 45 minutes.
April 21, 2021:
1) Issued 2 revisions for the ground floor layouts as requested
2) Sent out the plumbing quote to the owner for reviewApril 23, 2021: Received plumbing fixture notes from the owner
April 26, 2021:
1) Issued drawings for internal review and coordination for more details to finalize quote for the owner to review
2) Received revised Wish List and plumbing fixture notes from the ownerApril 27, 2021: Received an email to reconfigure the second-floor bathrooms together which was not in the original scope
April 29, 2021:
1) Issued drawings with the new bathroom layouts on the second floor.
2) Received revised plumbing fixture notes and revised bathroom layouts from the ownerApril 30, 2021: Received trade assistance request for Crate&Barrel furniture from the owner
May 3, 2021:
1) An email with 552 words replied to the owner for their questions with drawings attached.
2) Plumbing fixture quoteMay 4, 2021
1) Received owner’s notes for kitchen layout details
2) Layouts finalized for both floors
3) Final layout sent to the architect to move forward for the permit3) Booked owner for kitchen showroom visit and the walk-through in person. Meeting date: May 14Between May 4 to May 12, 2021:
1) Issue for Tender set all completed, with furniture plans, finishes plan, RCP, electrical plans, and elevations.
2) Finishes options are prepared for review based on the owner's Wish List. Including tiles, hardwood floor options, paint colors for rooms on both the ground floor and second floor.May 12, 2021:
1) Received the owner's email to cancel the project, due to covid, labor, and material shortage, with the baby coming.
2) Walk-through meeting and kitchen showroom meeting canceledTo sum up, since the project officially started on April 14 to the day we received the cancellation notice on May 12 (total of 4 weeks), we have: drawing set to apply for the permit and towards the final construction set, kitchen renderings, and shop drawings, Appliances Schedule, Plumbing Schedule, and Hardware Schedule; booked in-person meeting for walk-through that didn't happen.
We understand the pressure to manage the stress of a major renovation under a lockdown during the pandemics, and to expect a baby at the same. Therefore, there was no previous communication about the dissatisfaction with the services we provide or any potential misunderstanding of the renovation or construction process.
All documents and emails are available upon request.