Custom Basements of New England
reviews and complaints

We did a basement project with Custom Basements of New England and they are a pleasure to work with. They are responsive, professional, and on time. Most importantly, they were willing to work with us to come up with alternative solutions when we ran into kinks during the construction to ensure that our space made sense for our family. At the end of the project after we had paid the fees but noticed that there were still a few small things that had to be taken care of, we called and in the same responsive manner, the team at Custom Basements of New England made sure to come out to address all the outstanding small things without any delay.

Over the winter months we had our basement finished by Custom Basements of New England, and they transformed our dark and dingy 800 square foot basement into a bright and airy space that our whole family enjoys using. From start to finish, John and Sarah were professional, responsive, and detail oriented. The crew was punctual and courteous, and they kept the workspace clean throughout their time here. The attention to detail and communication were second to none. We knew exactly who was going to be at the house, on what day, and what they were going to be doing. We recommend Custom Basements of New England to anyone looking into finishing their basement.

Basement Review We love our basement! It feels like a whole new house when we go downstairs. We were interested in putting in a space for a gym and entertainment area but also needed a private office and full bath. Custom Basements of New England did a great job of planning the projects down to every last detail. The crew was incredible; they always communicated well and let us know what to expect during the project. All the workers were very professional and respectful at all times. Big thanks to the team at Custom Basements of New England, who was always so friendly and working hard. We couldn't be happier with our new space and have Custom Basements of New England to thank! Would highly recommend to anyone!

12/17 Lisa and her team just finished our basement and we had an excellent experience with Custom Basements of New England. Lisa was friendly, professional and thorough, efficient and smart. She was an easy-going person and we felt very comfortable to work with her from our first appointment. Lisa was also very responsive to any questions we had. Her project manager and team workers are truly experts in this field. Once the project started, work was done every single day until the whole project was completed. We are so happy with our beautiful basement and will enjoy it for many years to come. I would strongly recommend Lisa and her team.

May Hudson, MA Our experience with Custom Basements of New England was great. The owner, Jane, and her team made our basement project very easy on us. At the start of the project, Jane provided guidance and design ideas, which we appreciated and used. Jane and her team managed the contractors well and kept them on schedule. It was nice to have that peace of mind and not have to worry about anything. Jane always made sure to keep us informed of what was going on and to ensure we were happy with their progress. John, the project manager, was always prompt with answering any and all of our questions about the basement as it progressed. The rest of the contractors (carpenters, plumbers, electricians, and etc.) were always on-time and occasionally worked late or on weekends to stay on schedule. They were friendly, polite, and respectful at all times. We would recommend Custom Basements to anyone and are happy we chose them. -Sarah and Mark

We requested a quote from Custom Basements of New England for a renovation of a 950 square foot basement that includes a small gym and quasi commercial space for a winery. With their extensive experience, she gave us suggestions that allowed us to make changes on her first visit during the estimation process. Her upfront knowledge was invaluable, and we hired them a few weeks later. After a short delay of the start date (due to Covid-19 issues) Custom Basements of New England and her team delivered exactly what we had asked for, with a week to spare. It was much appreciated in order to setup and be ready for grape harvest. The basement came out beautiful and included a few extra requirements for mounting studs, extra ventilation, and installation of a 3-compartment commercial sink, all delivered better than expected. We appreciate the design and skills of the manager Custom Basements of New England, and the construction team, for building a high-quality renovation and has exceeded our dreams.

I cannot say enough wonderful things about Custom Basements of New England Basements and their owner, Jane Smith. We have been dreaming of/putting off finishing our basement since we bought our home 15 years ago. We wavered between finishing the basement and installing a large master bath. When the pandemic hit and 2 of us were working from home and a third was learning virtually, we knew we needed extra space and decided to bite the bullet and hire a contractor. My husband and I both researched on our own, and we both found Custom Basements of New England. My husband was impressed with the photos, and I was excited to work with a woman-owned business. Jane spent lots of time with us designing the perfect space. When we told her that we were considering a larger master bath, she designed a beautiful spa-like bathroom in the basement. We also installed a gym and a home office, while leaving plenty of storage space. I want to stress how professional and helpful Jane and all of the workers were. We were apprehensive about having people in our home during COVID, but we rarely knew anybody was there other than the typical sounds of construction, and we always felt safe. Jane would text us every day and let us know who to expect and when, and everybody was respectful and helpful. When we ran into an issue with the bathroom (on a part that we ordered), Jane worked with us to come up with a solution that saved us hundreds of dollars and countless days of frustration and delays. The project was completed well within the initial estimated timeframe and there were no hidden costs. We are thrilled with the result and are so grateful that we found Custom Basements of New England.

We purchased a house in Boston, MA that had an unfinished walk-out basement. Utilities and a washer and dryer were installed in the open area with a cement floor. The two windows were damaged and the sliding glass door didn't work well.

Custom Basements of New England responded to our request for information as did one other company. Both came by to offer ideas about design and what might be possible. However, Custom Basements of New England was much more engaged after our meeting with follow-up. This gave us confidence since projects tend to run much better with some hands-on management. They provided a general layout with costs and references we could contact. All of these things led us to choose Custom Basements of New England.

We had an issue with the concrete patio outside the basement we had to deal with before we could start on the basement. Custom Basements of New England recommended a company she had worked with before and we hired them to do this work. This made the whole project move along and we appreciated the help finding a good company to deal with patio which required removal of the existing concrete.

Custom Basements of New England provided a final consultation about room layout and recommendations about what areas to finish and leave unfinished. We settled on a full bathroom and an open L-shaped room around some pipes and load-bearing columns. Some spaces were hard to envision; for example, under the staircase but overall the layout was easy to understand. If you are very meticulous about design, you might consider a design consultant to be sure you understand and make the best use of your space. We did not and needed to make a few changes such as door placement once framing was complete. Custom Basements of New England and their team were responsive when we requested changes which we very much appreciated.

The quality of the work was excellent whether done by the company or a subcontractor. We could not tell the difference in quality which is not always the case. All of the teams were top notch, people we were pleased to have in our house. They were neat and we had easy access to see progress each evening. The project was further complicated by the pandemic. Everyone was good about masking and social distancing when dealing with us.

Another item to consider is how many companies will be involved in the project. We had an existing contractor for the mini-splits we added during the remodel of the upstairs. When we made that update, we left a slot for the basement anticipating we would finish at some point. I think Custom Basements of New England would have been happier to be in control of all the items in the basement which is understandable but that wasn't possible. I was glad we were at the house to coordinate between the two companies since their processes didn't match steps. We managed to mesh the processes of both companies and everything worked out great in the end.

We have completed a few remodels in the past but never a basement with the unique challenges they present. Even so, this was the best project we've been involved with that we didn't manage ourselves. We recommend Custom Basements of New England based on the results of our project.