HPS Construction Services

"This project needed a one hour touch up (re sealing of the grout in one small area equal to about $50; in our case, although the warranty period was over by two years, we said we will gladly do it at no charge if the client could please wait for a few weeks to see if the few inches along a 1/8 inch grout line expanded. It is possible there was movement in his tall building, and also that caustic cleaning agents may have been used. We have been trying to get him to return our call so we can offer to reimburse him for that particular small repair. This client's project in all the significant installation components has been perfect for three years, and we never heard from him. Nevertheless, he makes it sounds like it is a big deal. I told him to call me back if he was getting impatient, but that we would technically prefer to see if it is growing beyond more than 1/8th inch by a few inches. I hope he does call back."

"It is possible that this client is confused between projects and contractors. Our work was not $17,000, it was $10,600. He is one one who asked for a delay on doing the second of two bathrooms because his family visitors were coming in from Japan. The reason he had to pay direct for a plumber, is because under the Hawaii State Contracting Law, Licensed Plumbers must do plumbing work of the nature involved in his project, and, we arrange it so that the clients save money by getting a special rate from the plumbers (and electricians). He saved about $300 this way, but doesn't remember that. Nor does he recall that he made us change the contract twice. We have a complimentary note from him in the file for the first bathroom. We always provide an extended warranty and he never called me, the General Manager, to complain about anything. Had he told me he didn't like a certain individual, I would have assigned a different one. His complaints are not about the beautiful designs for the bathrooms, but about small details which I would have been happy to address myself, had I known! We have over 2300 completed projects with no major supportable complaints. We care dearly about happy clients, because I am the live radio "Fixit..Home Improvement" man on Hawaii talk radio every Friday for over 8 years, and am particularly sensitive to going above and beyond for EVERY client and EVERY issue, no matter how small, including caulk or recut of this or that, in order to protect our and my reputation, developed in Hawaii over a 35 year period. We are A+ Rated with the Better Business Bureau of Hawaii. I am unhappy to find out two years later that this client is grousing about this and that, because he paid upon completion of both bathrooms, which tells us he is satisfied and there is no so-called "punch list" of little things to do. Importantly to note, I always give clients a question or two at the end to answer: How does the job look to them? Do they have any suggestions or complaints? And more. I love communicating with clients, which is why I am Hawaii's on air "fixit man". In this case, I am disappointed that he is talking like this two years after the fact and that it is news to us! Gerry Peters"