From: service [service@pratthomes.ca]
Sent: Thursday, July 26, 2012 8:30 AM
To: 'Wendy Skyba'
Subject: FW: Ceiling Drywall 5004 ESV

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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