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"I’ve been a loyal Snell customer for years, but this recent experience was deeply disappointing. After our AC failed in August, Snell diagnosed a leaking evaporator coil. We chose to replace the system through them, and the salesperson took time to evaluate the setup in advance. However, on installation day, the crew arrived without the correct ductwork and had to make adjustments on the fly. Unfortunately, the adjustments were poorly executed: • The Aprilaire humidifier was mounted on sloped ductwork rather than a level surface, contrary to manufacturer specifications. • The hole for the humidifier was cut inaccurately. • The drain line was left kinked in multiple places. Aprilaire support later confirmed the humidifier was not installed correctly and warned this could lead to water backing up into the system — a concern I had raised with the installers before they left. Despite multiple follow-up attempts, I received no meaningful response. I was told my concerns would be escalated, but no one followed through. This was a major investment, and I now feel I need to bring in another HVAC team to correct issues that should have been resolved from the start. I’ve recommended Snell in the past, but I can’t in good faith do so now after this experience."

"On time. Helpful advice on selecting faucet and garbage disposal. Very experienced plumber, worked methodically and efficiently. Came well-prepared with tools and parts. Took care to protect floor, countertop, and cabinets. The under-sink area, valves and drains are cleanly installed and a big improvement over the mess that was replaced."

"The repair work was well done. I had no idea it would take 2 people. The first quote was for a lower price but then they did not have the parts so I said OK to the more expensive option. But then they were not able to do the more expensive option so they went and got the part for the lower price option. But ultimately they charged me for the higher price option. I have called three days in a row and have not been able to resolve the price discrepancy."

"Please find a different contractor! We hired Brett’s company to replace flooring in our basement that was water damaged. The original quote included installing flooring and drywall repair. We had to stop the install and start over two times due to issues. The first issue was the way the flooring was being laid. Standard wood/laminate flooring should be laid out in a scattered/various pattern using planks cut in multiple lengths, however the install guy was cutting the wood in only 2 sizes and laying it down in a repetitive pattern. It looked horrible. We asked Brett to come out to the job and see for himself because we were concerned with the quality of the work, but he never came out. When the install guy started over, we realized he had not put down underlayment which was clearly included in the contract. They were placing luxury vinyl plank directly on the concrete slab with only a moisture barrier. Again, we had to have them stop the job and start over to do it properly. Brett still did not come out to the job site. We did not end up getting the drywall repair completed and asked him to remove that cost from our invoice, but he said we would still need to pay the full price because if he reworked the contract it would go up to account for starting the job over. Even though both times the job had to start over were as a result of his guys negligence. I’ve attached a picture that shows the first problem with the install. We’ve had flooring replaced and installed several times in previous homes and have never experienced someone attempting to install it in the way his guy was. There was no quality control on Bretts part. The install was done incorrectly multiple times and it could have been avoided if Brett had taken the time to make sure the job was being done properly. To make matters worse, we were penalized for his crews mistake and it left us feeling stressed out and ripped off. Please save yourselves the stress and find someone else to do your floors."

"They charged $98 to come give me an estimate for swapping our a shower valve cartridge, which was fine, but the pricing they provided was completely unreasonable, $1,000. They were unwilling to provide any detail for the price. I ended up buy the part myself for $30 and replaced it in 30 minutes."

"We had a wonderful experience with Charles Graves Painting. They power washed the outside of our house, painted all of the exterior trim, and and the main first level of our house. Everything was done quickly and professionally. They were also very accommodating of change orders along the way."

"The technician was quick to visit and did a full inspection of my appliance. He followed up with a quote to repair the unit. I am most likely going to replace the unit instead."

"We just had the original kitchen in our 1968 house gutted and renewed by Vienna Prime Custom Kitchen & Bath (Prime Custom). BLUF: We highly recommend you consider them in your due diligence efforts to find a reliable & quality K&B contractor. Good internet reviews were a significant factor in selecting potential bidders for the refurbishment of our kitchen and two full bathrooms; that’s why we are submitting this robust positive feedback. In fact we are putting our money where our mouth is by awarding the refurbishment of our two main bathrooms to Prime Custom. These two combined projects are more costly than the kitchen was. Our procurement strategy was to hold back the bathrooms until they proved themselves with the kitchen. They came through in spades. Our kitchen journey from planning, contracting, detailed design, execution and final delivery was by no means a cakewalk but Prime Custom was an outstanding partner and delivered a quality product. We trust them! Believe me, we were a bigger “PitA” than any customer under the sun but Prime Custom Prime was collectively patient, understanding, informative and most importantly tolerant of their sometimes-antsy interior design challenged clueless customer. Their team, including an involved owner, consisted of Filiz the designer (PC Vienna), Nick the PM (PC Arlington), and several company employed skilled tradesmen in all disciplines, including the après project cleaning crew that were “the Best”. Even with a professional and organized contractor team doing quality work, the vagaries of ripping out and replacing a kitchen is a taxing psychological rollercoaster. Despite a detailed Statement of Work (SoW), there were lots of moving parts with so many big and small decisions throughout the project. Prime Custom did a masterful job “herding cats”. The project was 95% complete in three weeks and we were able to reclaim our new beautifulyl retooled kitchen by the middle of the fourth week. We did our homework. We developed three pages of bulletized line items, one for each room in our SoW. After interviewing a dozen K&B contractors including onsite visits and receiving half a dozen bids on our very comprehensive SoW, we culled the list down to three potential providers. Prime Custom matched the low bid for the kitchen with one contractor and the two bathrooms of another. We decided to go with Prime Custom with the hope of their doing all three rooms after they proved their worth on the kitchen. Our strategy has worked so far. We will update our review after Prime Custom completes the two bathrooms. It pays to be anal in working on home improvement project contracting, no matter how painful."