Glen Huff Homes & Remodeling

"This customer hired us to remodel his bath room which we completed on schedule and for the pre-agreed price. The project manager responsible for his project is a full-time employee of our company, fully qualified and manages multiple complex projects under the supervision of the owner, Glen Huff. We are not sure who's neighbors child was visiting his home. There was a single plumbing service requested after we completed the project that we solved thoroughly and promptly. Also, he insisted that we remedy another issue that was not covered by his warranty, and we respectfully referred him to his written warranty. Then he filed a claim with his insurance company and listed us as a third party liable for the claim. The insurance company contacted us and requested we reimburse them for that claim. We sent them a copy of his signed construction agreement and warranty, and they withdrew their request for reimbursement. We are disappointed this customer would characterize his experience this way. However, we remain committed to honoring all our obligations, documenting and abiding by all the terms and conditions agreed upon by each party."

"As a small business owner, I am very attentive to the needs and concerns of my customers. The comments posted by this customer, however, are simply a misrepresentation of the transaction and services rendered, and deserve the following response: As part of a remodeling job, there are various and extensive steps and procedures to accurately and fairly estimate the cost(s) of the project. These include rendering drawings, sourcing materials, negotiating best price from suppliers, consulting with other professionals (sub-contractors), and receiving substantial input, comments, and changes, from our customer. These processes can take weeks or months to accomplish, depending on the size and scope of a job. In an effort to be fair and equitable, we enter in to a written agreement (Design Services Agreement) with the customer, essentially requiring a small deposit to compensate us for the formal efforts put in to preparing a bid/project package (in the event the homeowner selects another contractor). When complete, this package can be delivered to any contractor as a guide and instruction to complete the project. In the event that the homeowner agrees to our bid, we immediately subtract the initial design services fee from the total. If they do not use us for the project, we retain the fee and provide them with the entire package (so they may present to other contractor for completion). The agreement plainly indicates these terms as indicated as such: "Should homeowner select another general contractor to perform the project the deposit will become nonrefundable as compensation for GHR's time and expertise in producing materials referenced above (renderings, materials list, materials supplier, etc.)." In this instance, the customer was presented the bid package, and ultimately decided not to utilize GHR to complete the project. Pursuant to the terms, we retained the initial fee, and provided the customer with the entire bid package. Moreover, the customer presented complaints to the Better Business Bureau and the Georgia State Licensing Board for Residential and Commercial Contractors. They were both provided with the signed agreement as well as the documents, the bid package, we delivered to the customer. Both independent bodies agreed that we had provided exactly what we said we would provide in the signed agreement, and both cases were resolved in our favor. The customer's failure to reference the written and signed agreement, referencing terms that are not a part thereof (draftsmen, interior designer, etc.), as well as introduce hearsay that is contrary to the written agreement signed by both parties completely misrepresents the circumstances. We are saddened by the dissatisfaction of this customer, however we remain committed to documenting and abiding by all terms and conditions agreed upon by and between the parties, and wish them nothing but the best."