Renocon Design Center

Hello Jeremy,

I must say I am surprised that you have posted this review 2 years after we had come to an amicable conclusion. I do believe that my interaction with you over the course of our dealings after you first signed the design contract with us in May of 2016 and the return of your deposit out of good faith in February of 2017; I was always responsive, respectful and accommodating. This is reflected in all of our recorded communications with one another.

In regards to the design work - as it states in the contract - it is non-refundable. Since every space is different and the time and effort placed in creating the 3D models are not transferable. However in an effort to provide exceptional customer service and accommodate your situation where you had 2 opportunities to flip the property and make a profit of approximately *** - in which you did; and even though we had already completed the onsite laser measurement, created the floor plans and the 3D model of your initial condo located at ***; in good faith I allowed the transfer of the $1800 contract to be used towards your next place. On June 28, 2016, you asked me to suspend the work being done on your condo and that you were in search of another loft. You were not interested in seeing the work product we had created for *** and were very pleased with the transfer of services to a future property.

We didn't hear from you until January 2017 when you had purchased your condo at ***. At that time our Senior Project Manager took on your project and met with you onsite with our Senior Interior Designer and took new measurements of the space and discussed all the things you wanted to renovate.

Yes, you were quoted $19,877.82.

Included in that quote was your request to rip-out and replace the existing hardwood flooring and baseboards, paint the entire condo - ceilings, walls, doors, and trim. However, that was only half of the work. The flooring and painting portion was $7,419.50 of labour and $4,083.32 of material based on the $7.25/sqft hardwood flooring you selected.

The remainder of the quote was based on rebuilding/reinforcing your living room wall, running new electrical for a new electric fireplace, a large wall spanning custom designed floating entertainment millwork cabinet in solid wood finish, and moving and hiding all of your cablings into the walls. This portion was quoted at $8,375, largely because of the oversized custom entertainment unit.

You expressed your concerns over the pricing to our Senior Project Manager and he offered to substitute the HW flooring with another more economical product and to replace the custom Millwork with one we can select a ready-made one to maximize the value without taking away from the overall. He also invited you into the showroom to go over the pricing together so that you understand where and how your budget is being allocated. He did his very best to fit all that you wanted into your budget.

It was at this point that you requested a refund on the $1,800. You sent me an email expressing your request and perspective and I replied in kind explaining the costs and the work and time we had put into the initial condo. We had a pleasant phone conversation on January 31, 2017, where we came to a mutually agreed $1,300 refund - subsidized to cover the initial work we had done. This refund was issued the same day. I was pleased to receive a kind email from you thanking me.

Renocon prides itself on providing exceptional customer service and a high standard of workmanship. In the time that has passed since we came to a mutual agreement; it's evident and unfortunate that from your perspective we did not meet your expectations in hindsight. Please reach out to me if there is anything further that can be done to rectify your dissatisfaction.

Ali H
General Manager