Poulin Design Remodeling Inc
About us
My Name is Tom Poulin owner of the Poulin Design Center… home of Poulin Remodeling, Poulin Solar Pro, the Marketplace home and décor I would like to personally thank you for inviting us into your homes and trusting us for all your kitchen, bathroom, solar and Home decor projects YOU KNOW.. we have been transforming homes in New Mexico for over 40 years Our customers tell us they choose Poulin Design Center because of our innovation and distinct methods of design, product selection and installation. When you visit our design center you will be selecting all of your products, color and finish selections so we ask you to bring everyone along who is going to help make those decisions. Our Innovative Design center has all the products to choose for your kitchen and bathroom plus many home décor items at the Marketplace Your designer will set up a special experience for your appointment to give you design assistance, help select all your products and go over all the next steps to plan your project. For those of you that are considering solar ….We have been helping families save money on their electricity bills and protecting our natural resources by adding solar to their homes with Poulin Solar Pro. Bring us your power bill and we show you your savings! So COME SHOP at the Marketplace . BE INSPIRED and get that remodel started We are located at 8600 Pan American fwy east just north of Paseo Del Norte in Albuquerque and 1300 Rufina Cir suite b-1, Santa Fe, NM. around corner from Meow Wolf Or visit us at poulindesigncenter.com
Business highlights
Services we offer
Bathroom & kitchen remodeling, Home stand-by generators, Solar, additions, cabinets, flooring, interior remodeling
Amenities
Free Estimates
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 65% | ||
| 6% | ||
| 0% | ||
| 29% | ||
| 0% |
"It is great to hear that you are happy with the installation work completed by Bob on your project, quite frankly that is what I thought after we had our conversation. During our discussion we came up with a mutual agreement to resolve all of the issues you experienced as well as a credit in lieu of your inconveniences. In the end you stated you were happy with this resolution and expressed how beautiful your bathroom turned out. Complete customer satisfaction is something we strive to provide to all of our customers. We offer double the industry's standard installation warranty to cover installation of our product for two years. Your onyx shower system has a Forever warranty. Our customers can call in at any time to open a customer service case. We send out customer service warranty letters at 60 Days, 90 days, and 23 months to ensure our customers peace of mind and to remedy any warranty issues that may arise. As of right now, we are showing that your bathroom is fully complete with all customer service warranty issues resolved. If this is incorrect, or if there is any further warranty items that you need serviced please contact me directly and we will be sure to get everything taken care of."
"We apologize that you were not satisfied with our services. We believe every customer's time is important at Poulin. We have been serving New Mexicans for over 34 years. With every kitchen remodel there is a cost to have services performed by a professional designer and their team of construction specialists. They spend hours helping our clients select product, generate a design and draft plans to construct the job. Then we have a Project Coordinator estimate the job and perform a site check and construction and code review. This ensures the project to run smoothly and that our customers are happy with their selections, design and production of their job. We charge the design review at time of service and if you purchase the kitchen from Poulin we apply it as part of the down payment of your kitchen. If you decide to not have us build your kitchen it is nonrefundable. We believe this is an open and honest approach instead of saying it is free design when it is really hidden in the cost. Our Designer reviewed all of the terms of the design agreement with you before we started and you approved it with your signature. The Poulin Design Center provides complete customer satisfaction with a double guarantee of lowest price, highest quality guarantee. It is unfortunate that we were not able to gain your business."
We decided we wanted our kitchen cabinets redone and the floor replaced and went over to Poulin Design and met with Terri, who was a great help thru the design process. We had decided to spend about $25,000. Then I decided I wanted to change the type of floor covering we chose for the kitchen so the cost did go up a little. When Terri and team came over to take measurements for the work plan, my husband asked them to take down the wall between the kitchen and the dining room. Big jump in construction with the appropriate associated costs. Turns out the original builder did not put a header beam in the load bearing wall we had them take down. Chris, the project manager, came over several times to check what would be needed. He was very careful and put down tarps and cleaned everything. We did most of the planning in Spring, but I didn't want any construction to start till Sept. Chris and Terri where great about keeping in communication with us. Before construction started we asked for the add on of redoing the living room and hall floors as well. It did add a chuck more to the cost. Our old floors were tile and it took 2 days of labor to get them out and prepped for wood.
This was way more than a kitchen update so the 4 weeks it took was not a surprise. (It was like indoor camping) A two man team came in and did all the construction (demo, removing the wall, installing cabinets and redoing some plumbing, painting kitchen and dining room.) Phillip and Chris (different Chris) did a great job. They really know what they're doing and they were so easy to have around. They were on time, They cleaned up every day. They kept us in the loop with what was going on. When Chris had to be out of town, Robert came in to help, and he was great too. Quality work from the team.
The electrical work was done by a different company, True Light Electrical, and they (Moe and Doug) were also very professional.
The floors on their own took a week because of all the cleaning and leveling needed. Our old floors were tile and it took 2 days of labor to get them out and the slab prepped for wood. A very dusty process but Phillip had sealed the upstairs so it wasn't horrible.
We LOVE the finished product. The cabinets are beautiful. The neighbors kept stopping by in the process to see what was going on and they were impressed with the outcome too. (If you go over to Poulin, Terri can show you some pics)
Yes, it cost way more than what we originally planned, but we were the ones that kept adding stuff on, so it wasn't a surprise. We think we got our monies worth. So great job and thanks, Phillip, Chris, Robert, Chris, Terri, Albert, Richard and Josh!
The job was to be started in 4 to 6 weeks from the date the contract was signed and a down payment made. Instead, they did not begin work until almost 12 weeks after we paid 50% as down payment. The work was to be completed in 3 to 5 days. However, it actually took one month from the day they started. In July, when they finally began the work, they advised us that 30% of the drawers were missing as well as 20% of the doors, 2 out of 3 trim pieces , and the quarter round strips and bottom trim. One cabinet door arrived at our house split on the edge.
The cabinet doors were to be installed with new hinges in new holes because the existing holes were worn out. Instead, they installed the doors in existing holes and two doors fell off within two weeks. Several hinges were missing the required screws. On one hinge they had used sheet rock screws instead of wood screws. Two drawers were installed visibly crooked. The existing cabinet edges, which would remain visible, were to be sanded and stained per discussion with the salesman. Instead, they painted them and told us they couldn't stain them. The visible side panel faces (applied to the cabinet sides) were rough-cut with a saber saw which left jagged and frayed edges visible.
One month after we complained, they came out to discuss the problems. They did say they were willing to remount the falling cabinet doors. However, they could not guarantee that their work would be any different from what they originally did. Therefore, we declined their offer. Their workman had had plenty of time and the opportunity to do the work properly and in a workman-like manner the first time but they didn't. We decided to redo all the cabinet door mountings ourselves.
"We apologize that your project installation didn't go as planned. Normally it is our standard procedure to check all custom ordered material prior to starting the job. Apparently this was not done on your project for which we regret. Our records show your job started on 7/7/14 of last year. The delay in job start was due to the manufacturer rejecting the order due to a discontinued color. The new order lead time was approximately six weeks causing the job start delay. Unfortunately we are dependent on manufacture lead times, over road freight delivery and product changes in our business. Our records show that the job was substantially complete on 7/10/14 on the same day an incomplete work order was executed three days after job start. This was due to the manufacturer not shipping all required cabinet doors and drawers. Upon receiving them we proceeded to complete job on 8/1/14. At The Poulin Design Center we have been providing complete customer satisfaction for over 32 years. Your job is still covered under your two year warranty, we'd be happy to warranty any defects in workmanship. Please contact our customer service team to schedule any warranty service needed. Tom Poulin Owner"
"We apologize that you were unsatisfied with your experience. Although your project was completed 6 years ago we have always provided the lowest price highest quality guarantee. There are many unforeseen challenges along the way in remodeling projects however for over 32 years we have been providing complete customer satisfaction. Please let us know if there is anything we can do to better satisfy you. Respectfully, Tom Poulin President/CEO"
We are now beginning the design of bathroom remodels with this company.
Nonetheless, the job went well, no cracking (so far) and if it does crack, I will call Re-bath back for a complete remodel. What choice do I have!
"Poulin Design Remodeling apologizes if we have hurt you in any way. This job was completed over 10 years ago and are surprised to see your review here. We have not heard from you that there were any items left undone except through this review. Our goal is to provide complete customer satisfaction by exceeding our customer expectations. We also guarantee the lowest price with the highest quality. I encourage you to contact me direct to discuss if there would be anything we could do to earn your trust back. Respectfully Tom Poulin Owner"
An electrician came out and did the electrical work. That took less than a day. He also helped them carry the old tub out. It was very heavy. The plumbing was done by the same man who all the rest of the work. He was very good--polite, courteous, and skilled. He did, however, disappear for long periods of time, apparently getting supplies. This was a new make of tub that they had been selling for only a short time.
After installation an inspector came out and spotted a few (4) finishing touches that needed to be done. He will have the installer come back and do them. That hasn't happened yet but we are sure that it will.
Licensing
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