This is a fact-based review where we reserve our final opinion in our conclusion.
First of all, we are satisfied with the job done by Urban Design.
1. They provided a relatively detailed budget estimate at the beginning.
2. The quality and price were reasonable. It wasn’t inexpensive, but we did not negotiate.
3. Joery’s team is very courteous and professional. Most of them even wears uniform.
4. Joery made several estimate (electrician and countertop cost) that doubled the budgeted amount but was willing to make concessions elsewhere to keep our budget.
5. He chose a kitchen designer who helped us design exactly what we wanted and was willing to think out of the box.
6. With a project of this size (50K), we don’t except everything to be smooth. There were some minor hiccups such as workers didn’t properly cover the garage and left dry plaster on our items stored in garage (gym equipment & bikes); they also used our ladder and left dry plaster on it. Joery recommended a countertop supplier who kept getting our order wrong and delayed our timeline by 2 weeks.
7. There was also rework for the paint job that was not well done the first time. The cabinets needed adjustments 3 times which delayed the end date of the project. None of these are seen as negative by us. It’s normal occurrence for such projects.
The only thing we believe is worth caution others about is our experience with the contractor himself.
1. Joery made several verbal/written promises that were not honored:
a. We were told rework were not charged, but we got an invoice for it.
b. We were told if we clean up ourselves, final cleaning fee will be deducted from final bill. Not the case.
c. We were overcharged for extra material (tiles) that was returned. Joery promised in writing to deduct the overcharge from the invoice. Invoice stayed the same.
2. Our follow-ups (emails, phone calls and text messages) to get clarification of the overcharges and rectification of the invoice were ignored for months.
3. 5 months later, we received an email with the original overcharged invoice without any changes, explanations nor responses to our inquiries.
4. We finally decided to just pay the amount we have agreed upon instead of the overcharges since they continue to ignore our inquires.
5. It’s possible that Joery is a man of his word and that the discrepancy was due to miscommunication between him and his accounting staff. But since he never responded, we would never know if the problem was his integrity or his communication issue, or both.
All in all, we are happy with the job itself and consider all the hiccups minor. Our greatest negative customer experience is the contractor’s apparently lack of integrity by not being a man of his word. Also, as the project progressed, Joery’s responsiveness decreased dramatically. He seems to take more jobs than he has time to manage.