FYI, homeowner emailed Karen also
on his drywall issues, below is her response to him. I will also forward a
message he sent Karen after 5pm.
Ramona
Gross
Service
Department
From: Karen
Hansen [mailto:khansen@pratthomes.ca]
Sent: Wednesday, July 25, 2012 6:56
PM
To: Mark
Chruszcz
Subject: Re: Ceiling
Drywall
Dear Mr. Chruszcz,
Thank you for your email. First of all let me
sincerely apologize for any inconvenience that this has caused. We
certainly always strive for accountability of our trades, suppliers and
direct-hire workers and quality assurance by those same people. We have
tried very hard over the last several years to make corrections in the specific
areas that you outlined in your email. Clearly we have not made enough
improvements and I thank you for bringing this to my attention.
It is past 5pm now and all our staff has gone home for
the day. However, I will be bringing this matter to the attention of our
pre-delivery inspection prep team as well as our after sales service department
manager tomorrow morning. I have several questions for our team but it
certainly is not our usual process to leave drywall patches like the ones
outlined in your photos. At times we need to leave a drywall repair to set
overnight and we come back the next day to sand and touch up the paint.
Either way, it is unacceptable to leave a repair incomplete without, at
the very least, letting you know precisely when we will be back to finish the
work. I agree that this is unacceptable and I will get to the bottom of
it. Our service department manager is Wendy Skyba and she is an incredibly
efficient person. I am sure that she will want to find out how this
happened as well.
I would also like to invite you to be a part of a focus
group that we are currently putting together. The focus group will be a
small group of about 5-10 people who will tell us about their experience with
Pratt Homes. We are looking for areas where we have exceeded their expectations
and areas where we have fallen short. There's a $100 gift certificate to
The Keg in it for you if you're interested and it will only take up about 1 hour
of your time. We would love to hear more of your
feedback.
I am so sorry to hear that you have "lost faith" in us.
I would like to endeavour to change your opinion of us and make things
right. Either Wendy or I will be in touch with you tomorrow on your cell
phone and hope we can work together to create a more positive experience for
you. Again, I thank you very sincerely for bringing this matter to my
attention. I assure you that there are no "bigger issues" for me to deal
with than ensuring that our valued homeowners are
happy.
Sincerest regards,
Karen
Hansen
705-792-3883
On 2012-07-25, at 2:31 PM, Mark Chruszcz
wrote:
Hi
Karen,
Sorry to bother
you, I know you’re a busy person with much bigger issues than this, but I feel
like there is a benefit to either bringing up or discussing some of the issues
I’ve dealt with in the past year and a half.
If I had to sum up
my Pratt experience in one word, it would be frustrating. I understand that you are a
high-volume, economical builder. I’ve worked for Gregor and Hedbern in the past
and they are obviously not comparable builders; but there are some basic
concepts that they use which cost essentially nothing, but make the customer
happy at the end of the day.
The two that stand
out are accountability, and quality assurance. I know when I was installing a
kitchen for Gregor, I was accountable to the house I was working in. As a
contractor, if I damaged the drywall, I was fixing it. If I were to gouge a
floor, I was paying for it. When I moved into my condo there were hammer holes
in the walls, and the tile guys had done quite the number on my bathtub. Which
brings me to the second aspect… Quality assurance. I work in an industry where
lean manufacturing is the leading concern – next to quality. Having somebody
spend an hour looking over a house top to bottom before delivery could save a
ton of money in service calls, and help with the reputation of “Oh… it’s a
Pratt” which has contributed to my condo being on the market for the past 6
months. Aside from many service calls I’ve already had, I’ve had to to fix
hundreds of nail pops, stairs that already squeak at every step, and clean up
the mess that was the floor trap primer that is for some reason attached to my
shower head (and gently tucked into the drain, so when the shower was turned on,
it sprayed a solid stream of water throughout my
basement).
Ultimately, the
majority of the times I have had to deal with Pratt, it has seemed like it was
Pratt’s/Pratt’s contractor’s first time doing that specific thing. I’ve lost
faith in Pratt’s quality and I’m at the point that I would like to upgrade to a
much larger house. It won’t be a Pratt.
I’m always
available to discuss.
Best
regards,
Mark Chruszcz,
C.E.T.
Automation Specialist
Cell:
705.309.1449
From: Mark
Chruszcz
Sent: Wednesday, July 25, 2012 1:38
PM
To: service@pratthomes.ca
Subject: Ceiling
Drywall
Good
Afternoon,
Yesterday a contractor
came to my house (4-141 Sydenham Wells) to fix ceiling drywall cracks &
pops.
Someone was there to
meet him, pointed out the problem areas, and left him alone to work. Attached
are the results.
I now get to repaint my
entire bathroom, and have a bright stripe down the middle of my bedroom ceiling.
They didn’t even fix the crack in the ceiling in the
bathroom.
Thank
you,
Mark Chruszcz, C.E.T.
Automation
Specialist
Cell:
705.309.1449
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