Response from G2G Inc.
We re so sorry to hear you re not fully satisfied with your experience with G2G Inc. Although negative feedback is difficult to hear, we continually strive to understand and improve on our process.
First, thank you for your compliment of Mike, Milan and Bill. It is our pleasure to work with them on new developments as well as residential and commercial projects. They re current in their field, skilled and professional and downright fun to have around the job site.
While we can appreciate your viewpoint and remain open to resolving this matter in private; for now we must offer a response to your public feedback.
We feel we made an honest effort to inform on progress as the project rapidly grew largely due to upgrades and additional work requested of us. We managed to squeeze in these additional works while disrupting the busy schedule of our trades the least possible; we make it easy for them to schedule work because it helps us mitigate the best price for you.
It appears we re faced with a misunderstanding regarding change orders and how this can lead to a conflict of expectations. We will certainly work on improving our internal communication process but in the interim we can provide a little insight on this particular project.
April 26th We received written approval on all upgrades and additional work known at that time.
May 6th Together with G2G the intermediate budget was reviewed, in excel format, explaining full scope of work in progress as well as approved upgrades and cost for any additional work requested or required known at that time. This was approved and we received our 2nd draw (payment).
Total cost for approved upgrades and additional work as of May 6th $5,138
The remainder of the disputed costs (approx. $1,462) came after our mid review, and is a combination of change orders, additional work requested from us and repairs that required attention. As work progressed we continually informed of issues and potential cost over runs.
Issues discovered and brought to attention of Homeowner
Due to poor maintenance on the home (prior owner) it was discovered the plumbing pipes were 15 years past their prime, having leaked water (and sewer) for years. On top of that rotted studs were discovered after demo of old vanities. As well, there was a gas leak and improper pipes used for heating system. This meant there was gas and carbon monoxide leaking into the home. Homeowner decided to replace the gas and hot water tank and to completely re-pipe the plumbing lines in both bathrooms.
Plumbing had to cut holes in drywall ceilings and walls - to access pipes for gas, heat and water.
1. Additional cost to repair large holes cut into ceilings and drywall.
2. Additional cost to board (drywall) tub surround after re-piping
3. Additional cost to repair rotted studs and exterior wall (due to long term leaking)
4. Additional cost to remove three layers of glued down floor and level floor (downstairs)
Example: Change Orders made upon request of Homeowner
Here are a few examples of change orders (adding kitchen and living room to the scope of work as well as upgraded material selections, increasing scope of work further) and additional services we provided upon request or were required for quality purposes.
5. Additional work remove textured ceiling, paint walls, ceiling, 8 doors and trim.
6. Additional work - paint downstairs living room walls, trim and moulding.
7. Additional work - re-paint living room to different colour per client request.
8. Upgrades Upgrade to rain head shower/slider/hand held/3 way diverter.
9. Upgrades Jetted Soaker tub instead of regular soaker tub
10. Upgrades Replaced downstairs tub instead of refinish existing.
11. Upgrades - Upgrades to custom made vanities
12. Upgrades Upgrade to custom medicine cabinet 35 lbs.
13. Upgrades Upgrade to a granite counter top custom fabricated.
14. Bathroom increase in plumbing manpower due to increased complexity.
15. Bathroom Upstairs increase in electrical manpower due to hardwiring jetted tub.
16. Bathroom Downstairs - additional electrical new electrical socket installed.
17. Bedroom Downstairs used contingency fund for extensive repair of removed wallpaper.
18. Bedroom Downstairs - fixing missing corners in the closets was incomplete.
Regarding the comment G2G refused to substantiate their costs with actual invoices
May 30th Formal review of final budget with receipts available upon request. Final budget accepted with final payment made - (rounded UP).
June 3rd Emailed scanned copies of invoices upon request.
June 4th - Emailed scanned copies of additional invoices & returned cheques upon request.
June 5th to 16th numerous emails and phone calls answered immediately or within a 12 hour period.
June 17th Upon our request, met with homeowner to review and resolve the dispute and to review all invoices, cheque stubs, returned cheques, offered openly per their request.
Further to G2G refused to substantiate their costs with actual invoices ; please note we were requested to pay back our own fee as well as monies paid directly to our trades we were also asked to provide copies of all invoices as well as the legal business name and tax number for each contractor and trade. We requested permission to do so from those whose fees were in dispute (Mike and Milan) and had to inform of a request for refund on their services. Our trades and contractors felt their business transaction was with G2G, was invoiced to G2G and was therefore the business matter of G2G.
However, in an honest effort to resolve this matter we remained transparent and opened our books for review and discussion, providing a review of any invoice requested of us. These were available at any point during the project but especially April 26th, May 6th, May 30th, June 3rd, June 4th and June 17th.
Prior to the June 17th meeting, we prepared a more detailed excel spreadsheet separating work and cost upstairs from downstairs. Prior to this we d provided the same information in written explanation but we felt the excel format offered better clarity. Please note: This was not a different version it was the same information as written but in excel format instead and with minute attention to detail.
While unfortunate for any homeowner, it is the responsibility of reputable contractors to NOT renovate around problems - problems that could potentially affect the integrity of a home, creating additional cost and liability further down the road. To ignore and renovate around issues, in an attempt to save additional costs is not an option.
In order to further mitigate the unfortunate cost of unexpected plumbing and repairs, we ourselves provided at least 15 hours of free design services, including time and travel at no additional expense. Furthermore, as the scope of work increased, we kept with our initial fee of $2500, despite additional time and travel. We know it s not much but we were happy to provide these valuable services.
We thank you again for your feedback and will look further into how better to communicate with our present and future clients.