NEW ENGLAND DESIGN & REMODEL

We have absolutely no complaints about the infrastructure work, that is, the plumbing, electrical and carpentry. Overall the bathroom was brought from a damp, rundown, tired state to an updated, attractive condition, as we expected it would, given your experience and the cost of the project. The problems that followed after the infrastructure work was completed were related to attention and interest to detail, as well as competent execution. We made major errors for not insisting for corrections along the way. Allen Arsenault, the contractor, avoided responsibility and deflected at nearly every difficult turn. We compounded the problem of his lack of accountability by not pursuing each and every issue the came about, as follows: The first glaring problem was the pipe fitting for the rainfall showerhead (one coming directly from the ceiling) not being plumb--off by +/-10 degrees. The ceiling was closed and the pipe was left in this condition after inspection by contractor and discovered by us after the fact. The pipe fitting that came with the showerhead was too long and installed. The contractor noted the showerhead was too long and not plumb; commented that a "midget" could use it, but that we could easily buy a shorter extension; the shorter pipe was supposed to correct the visual of the pipe not being plumb--it did not, of course. We expended great time and effort to correct the work, specifically opening up the second level floor to reposition the pipe. No financial remedy nor consideration was made to correct the problem. When the stone sill was installed on the shower base, the miter cut for a stone joint was uneven and noted by the contractor as drawing one's eye, but that the shower glass enclosure and stone enhancer used to darken the miter line would address it. Due to project dragging on for several months and not wanting to deal with it further, we did not insist on a reinstall of the stone work. (A major error on our part.) As an aside, the stone enhancer was never applied; it was unsightly regardless. When the glass installer measured, he noted the sill was not pitched into the shower which may cause leaking. He advised that we could try it and if there was a problem, he would un-install and we could press the contractor to redo the stone work. Sure enough once the glass was installed, after the first shower, water poured onto the bathroom floor due to the sill not being pitched 1/8 inch toward the shower and the miter joint that was both uneven and not filled properly, acting as trough beyond the glass enclosure. When he inspected the problem, the contractor stated that if we had used his usual "glass guy" (not offered and not considered by the contractor due to the distance) this would not have happened. He projected blame and reluctantly agreed to redoing the stone work; he indicated he did not believe his tiler's work was the problem and that this would not rectify the leak. We arranged for the glass to be removed for the stone sill to be redone. We paid for the new stone without the contractor even offering to cover this expense. (Another error on our part.) The shower stopped leaking onto the floor after the sill was replaced. However, the removal of the sill ended up causing a major water leak into the basement.There were multiple evaluations of the leak by the contractor and a few plumbers in order to avoid digging out the shower base; there was a concern that the copper base was leaking, but the contractor preferred to focus attention on the drain. As an aside, in an attempt to avoid either possibility, caullking and tile sealer was done in areas of the shower that were never completed at the initial install because the tiler "was tired and wanted to get out of here"--we noted after the saga ended that this grout was installed like stucco in the shower and not finished properly. Ultimately, it seems the drain needed to be re-soldered and the leak has stopped. As an aside, grout was also knocked out on the exterior of the base at the floor during this process and not redone or seemingly noticed. This job dragged out for about 9 months. Due to our limited use of the home during the winter months and our flexibility, as well as an outside shower for use in the summer months, we mistakenly allowed the work to prolong. However, the ongoing problems noted above began to diminish confidence and generate frustration about the contractor's defensive style and reluctance to consider the financial/time/energy drain on us wore very thin in the final months--we had paid off the project months prior. We also communicated with him about nearly every concern we had along the way; we chose not to complain about numerous incidental damages done by his workers in the home. In short, Mr. Arsenault was always quick to say that he would "make it right," after being pressed on the various problems, but he never took responsibility for shoddy project work and the incidental damage done in the home by his workers. We paid each bill within a day of receiving invoices, at one point prior to being billed; we believed we paid for and deserved better consideration. He ignored choice points in customer relations and handling of many aspects of the project were inadequate, which resulted in great dissatisfaction for us. As a matter of fact, during a very heated discussion when all of this reached a head, he stated that he could have "easily screwed us over and siliconed-up the drain" to temporarily cover the leak. Apparently, Mr. Arsenault believes the standard for his work and customer relations are based on the very worst people in his trade. On the plus side, we learned that future dealings with contractors must be very closely managed. Alignment of expectations is necessary and that nothing can be left to interpretation. Somewhat sadly, in the future, our positive, hopeful and friendly relating style must give way to critical demands and exercising as much control as possible with future projects. It should be noted that I emailed a similar version of this feedback to Mr. Arsenault and he never responded. I even included pictures of stucco-like grout in the shower, the last of the inadequate work he supervised. In fairness, prior to sending the final email, when he was at the house repairing the drain he side-stepped a request to re-grout areas that were knocked out during the sill redo. When I angrily made him aware once again of all of my frustrations as referenced above, he did return to the house on the same day to do what should have been done when I made the initial request. Actually, I think needing to point out deficient work and damage was not my job, nor was needing to request that it be fixed; all of this should have been on his shoulders and his duty. His decision to make two long round trips and apologize for only the re-grout misstep, was too little, too late. I would never recommend Mr. Arsenault due to his nearly consistent lack of accountability and seeming lack of awareness/interest of project details, as well as his poor customer relations. In business, one is hired to do a job, he failed at meeting our expectations, especially in terms of project oversight and some of the execution. At the very least, when things went poorly, it was absolutely expected that he would stand behind his work. At no point did Mr. Arsenault consider acknowledging the failings nor the time, aggravation and resources we spent on a project that was expected to be completed correctly under his supervision, and commensurate with the cost.