Premier HomePro, Alan R. Stevens reviews & complaints
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Deplorable Customer Service, Terrible Attitude
A contract was signed in October 2012 for a two bathroom remodel projects that the supervisor coined as a simple rip and replace. We purchased tile on 11/7 on our own, because the supervisor could not make himself available and then he disappeared. Tile arrives in December and we had already purchased the vanity and toilet on our own as well. We were ready for construction to begin and felt the need to reach out to Alan Stevens, CEO and owner, because we were not getting any response. (Which the supervisor later informs me in January it was because his "role had changed at the company". ) Alan than himself fully disappears in December, many weeks due to illness which I was notified of in email, and the other remainder of the month due to the holidays. I was patient and stated we should reconvene in the new year.
Alan and I schedule a meeting at my home on 1/4 - HE DOES NOT SHOW. I'm informed on 1/5, 1/6, 1/7, 1/8 he is sick once more. Then on 1/9 I call him, he YELLS and SCREAMS at me, and HANGS UP after a one-minute conversation. Then he sends me a nasty email that states my call is "unwarranted" and then proceeds to inform me that he's leaving the country the next day on a cruise!
On a positive note, the crew was professional and did a good job, but the work is incomplete. Alan allowed his volatility to get in the way. We have no signed addendum and he wants us to deviate from the contract and pay more than we have agreed to. We are now taking this up with Montgomery County Office of Consumer Complaints and the Maryland Home Improvement Commission - the organization who provides licensing. In addition, I recommend you read all the reviews and google Alan R. Stevens. Many reviewers have pegged him a bully... and I can understand why this occurs. He even emailed my husband and said "get your wife to pay her bills and calm down"... Not only is such a statement condescending and insulting, but when we took on this project, it is a joint, concerted effort, and it is our money. I would not recommend this company.
CONTRACT DEVIATION, POOR SERVICE
A contract was signed in October 2012 for two bathroom renovations, and we proceeded to purchase and pick tile. Tile was ordered on 11/7/12 and arrived the first week of December. Because we had purchased toilet and vanity on our own, we were ready to start the job. However, strangely the supervisor was not available (who later at the end of January blames his disappearance on a new job role at the company.) However, I don't want to get ahead of myself...because there is more. Since the supervisor is unavailable, I contact Alan R. Stevens who is unavailable due to illness 12/7, 12/13-12/17. Nonetheless, he takes over the project personally. We meet and are told that the job will move forward painlessly as it is a small bathroom "rip and replace." Due to the holidays, we wait to reconvene until the new year because he is out of town. 1/4 we have a meeting scheduled to discuss the project and Alan does not show up. He is ill once more, and unavailable not just that day, but 1/5, 1/6, 1/7, 1/8... Therefore, out of frustration, I call him on 1/9 and he YELLS at me stating he has the flu and HANGS UP on me. He then sends me an email saying my "phone call is unwarranted" and then proceeds to tell me in writing, that he is leaving the country on a cruise the next day.
Needless to say, we are frustrated and I'm taken aback by his screaming at me. The crew, who I will say is fantastic, proceeds to work on the project...however, we continue to have issues with Alan. Therefore he offers us the chance to be released of our contractual agreement on bathroom 2, but only if we sign, a GAG ORDER prohibiting us to make reviews on any public forum to include Angies List, Yelp, google... We do not agree to sign so we proceed with payment 2, which serves as a deposit to start our second project per Alan's direction in a written email and the contract. Then, he changes direction and wants to hold onto our total dollars, refusing to start our second project until he reconciles our first project. With the combined dollars he has, we are well over our contractual agreement, so now we are involving third parties because we have reached an impasse with no resolution. It is February 2013 and we began this project as, I quote the supervisor, a "simple rip and replace" in October 2012.
Research the company thoroughly and google Alan R. Stevens and please read the reviews regarding volatility. Also, research www.montgomerycounty.gov for the Office of Consumer Complaints and visit Merchant Complaints - Premier HomePro has one pending unsolved complaint and we also just filed one. We are also working with the Maryland Home Improvement Commission (MHIC) so please know that not only does this office provide licensing for contractors, but also consumer assistance.