New Construction Client Expectations

Understanding that homeowners value being informed and having clear expectations about the remodeling process is crucial. Given that remodeling isn't a frequent task for most homeowners, and considering the variability in processes across the industry, it's understandable that there might be a lot to learn.

We've compiled essential information designed to clarify questions, provide peace of mind, and ensure adherence to the remodeling process.

Please allocate time to read through this entire document thoroughly.

Your familiarity with the content will be apparent, and should you have questions or concerns that are addressed within, we'll kindly direct you back to the relevant sections of this document for guidance.

Expectations

Setting clear expectations is key to enhancing homeowners' experiences with us. Our clients appreciate our process-oriented approach, our commitment to effective communication, and our genuine care.

Currently, the demand for remodeling has extended timelines. We kindly request your patience.

The nature of construction requires both time and patience..

To illustrate this point, consider the insights shared by another reputable remodeling contractor regarding these challenges:

The Golden Rule

Everyone has seen the signs at at the entry of businesses that say:

"We have the right to refuse service to anyone"

Our commitment to respect and professionalism guides our right to choose the projects we undertake. If interactions become difficult or disrespectful, we reserve the option not to proceed to the construction phase.

This stance is detailed on our "Are we a good fit" page. Should issues arise early on, we may opt to partially or fully refund your design retainer, explaining that we might not fulfill your expectations.

The construction industry faces a significant labor shortage, making our team's well-being paramount. Our employees are key to providing an exceptional experience for our homeowners, and we prioritize their protection.

We seek partnerships with those who share our values of respect and understanding. If you find any part of this approach potentially problematic, we encourage you to address it before we commence the planning and design phase, allowing us to part ways amicably if necessary.

General Information

Our Project Coordinator will be your main point of contact now. Please direct all questions at this point to them.
We ask that all communication besides phone calls or in-person meetings is in BuilderTrend to ensure streamlined communication. This also ensures all our team members are kept in the loop in case someone has a sick day or vacation.
Please make payments in BuilderTrend if you can. If not, please make checks payable to “Phx Home Remodeling”. The payment schedule is:
30% at contract signing
30% when demo is complete
30% when countertops/shower tile completed
10% upon project completion
We normally do construction work Monday - Friday from approximately 7am - 5pm but in the summer we like to work earlier because of the heat, so any times between 6am - 5pm is not uncommon if it works with you.
If the house is empty we can work longer hours too.
Occasionally we will work Saturdays to keep the project on schedule or for other reasons.
We normally access the home with a lock box (what realtors use), garage door code, front door code or whatever works best for you. This ensures you don't have to leave work to meet us everyday at your home.
If you have any special requirements like a vacation when you will be out of the house, or a time when you don’t want us working, please let us know in advance before we start work. Please check your calendar to let us know if there is anything we should be aware of.
Demo - Demo is usually .5-2 days so it is not long and we will not leave the trailer in front of your home for a long time. If the demo is extensive, we ask you consider staying somewhere else for a couple days for your own safety.
Pets and children - While we take several safety precautions, we are not responsible for the safety of pets or children. We ask that pets and children are not near the construction areas and should be out of the house for specific construction phases like demo and flooring.
Clearing out items - We ask that you clear out items from any areas we are doing construction or any areas near the construction zone. Reasons for this are dust, breakage, and liability all around. We have found it makes for a better homeowner experience when everything is removed at or near the construction area.
Your house is going to be dusty for a while after you move everything back in: It’s super annoying and we don’t know how to entirely solve this… but we just wanted to give you the heads up. This may seem a little discouraging, but it’s better to know the truth and have an appropriate expectation. Keep in mind, the benefit will be your dream come true, a true masterpiece renovation that you’ll enjoy for years to come, courtesy of Phx Home Remodeling!
Storage - We will want to discuss where your items are stored depending on the project. We want to ensure your items are safe while also being out of the way of the construction areas or the walkways to access to construction areas.
Wifi - We may ask to have access to your WiFi to ensure to ensure timely communication. If you don't have WiFi setup, don't worry about it; this isn't a big deal but when possible, it's helpful for us. If you'd like, can help you change your wifi password so you use a new one just for us and then change once we a gone. We only ask for WiFi if we do not have a good cell signal, so it is rare, but worth mentioning.

Your Castle

A person’s home is their castle.

Renovating your home, your personal sanctuary, involves significant disruption, including the presence of unfamiliar people. This aspect can be challenging if new to it or unprepared.

For extensive renovations, vacating your home might be necessary. However, for smaller projects, moving out, if feasible, can also ease the process.

Despite this, many renovations can be managed without leaving your home. With a positive attitude, careful planning, and clear communication, it's possible to navigate even major renovations while staying put.

We aim to guide you through preparing for what could be a challenging phase—adjusting to the 'invasion' of your space. We often say to our clients: you'll start & end loving us, but there might be moments of frustration in between.

And a reminder about your pets: The upheaval can be stressful for them too. Ensuring their safety and comfort, perhaps by arranging a temporary stay with someone they're familiar with, is important, especially with the increased foot traffic of bringing tools and materials in and out of your home.

Accessing The House & Scheduling

Renovating your home is a complex process, far more intricate than simple tasks like ordering pizza, which itself can sometimes go awry. Here are a few key points to help you prepare for your renovation schedule:

Expect the Unexpected: No renovation is without its surprises. With up to 15 different tradespeople involved—each juggling multiple projects—hiccups are inevitable.
Access is Crucial: Your home should be accessible to these professionals, typically from 7 AM to 5 PM, Monday through Friday, to keep the project moving.
Variable Work Schedules: There will be days when no work is done or when workers are only present for a short time. This can happen because many tasks in a renovation require waiting periods between steps, dependent on the completion of other trades’ work.
Anticipate Delays: Even with perfect planning, unforeseen issues like dry rot or non-compliant electrical work can cause delays. These discoveries, while frustrating, are crucial for ensuring your renovation meets high standards of quality and safety.
Flexible Scheduling: Phoenix Home Remodeling aims to keep your project on track, but understanding and flexibility from your end are vital for achieving satisfaction. Avoid scheduling your renovation too close to significant events to allow for unexpected delays.

Preparing for a renovation with these considerations in mind will help set realistic expectations and contribute to a smoother process and a more satisfying outcome.

What's In Writing Is Important

Our Design Build approach significantly minimizes the likelihood of changes requested by homeowners. However, there's always a possibility for additional requests.

Experience shows that homeowners sometimes seek extras without considering the associated costs. Maintaining our profitability is crucial—not just for our immediate success, but also to ensure we're here in the long run to honor warranties and continue providing excellent remodeling experiences in Phoenix.

Remember, even minor adjustments can impact both time and budget. Here are a few examples of seemingly small requests that incur additional costs:

Homeowner buying a ceiling fan and asking us to "really quickly" put it up for them. Ceiling fans can take 30-90 minutes to put together and another 30-90 minutes to install depending on the type of fan, how high up it is and other factors.
Buying towel bars and then asking us to add them. (We are happy to do this, the thing some homeowners don't realize, is it has to often be put in a different place then where the current bracket is because it is loose and not strong enough. Because of that, we then have to remove the old one, drywall the area that is weak, have our texture guy come out for those spots, give the texture a day to dry, then paint, sometimes come back after the paint has dried and install the new towel bar.) This obviously costs money and time to do all of those steps.
Switch covers: Covers are obviously easy and usually don't take much time. But we still have to go to the store to buy them, which is time and gas money, and then install them. If there are 30+ covers being replaced, that can take several hours to install depending on the situation.
New electrical switches or plugs: These need to be done by a licensed Electrician which the normal hourly rate is $70-$100/hour. A house full of plugs could take our Electrician all day to replace. If you want to get a handyman or someone else to do it outside of the project we are doing that is something that you could consider but we don't recommend.
HVAC vents: Another common one is someone will say - "Well those are only $10 each and shouldn't take more than a few minutes." My question to someone who would say that is, "If you think it's that quick and easy, why not do yourself?" What they would realize is it actually takes a lot more time & money than they originally thought. Many homeowner don't realize that some HVAC vents are $20-$40 each and the decorative ones are much more. Most times, the vents are also painted over which means you have to cut the paint around the vent before removing. Often, the holes inside are stripped so we have to fix that too. There's other factors, but you get the idea.

We aim to be transparent and fair in our dealings, not to "nickel and dime" homeowners. Additional requests tend to increase costs in terms of money and time. It's straightforward: if you ask for something extra, we'll quote a price, and you're free to decide.

Consider this: you wouldn't expect free services or products from professionals like lawyers or surgeons. The same principle applies to us.

This point isn't about negativity but clarity on the realities of remodeling work. If you've ever tackled a small project that ended up requiring more effort and trips to the hardware store than anticipated, you'll understand that unexpected tasks also mean unexpected costs for us.

Thus, if it's not specified in the written agreement, it's not included in the project scope. This approach ensures there are no misunderstandings or grey areas.

"It's my way or the highway"

The saying "the customer is always right" doesn't quite hold in construction, though we deeply value customer service and your insights.

While we appreciate and encourage homeowner input, supervising and directing skilled tradespeople on how to do their jobs can hinder productivity. It's essential to trust the professionals you've hired for their expertise.

Over the years, we've encountered unusual situations. For instance, homeowners applying DIY show knowledge to professional tasks, like insisting on a single coat of drywall mud based on what they've seen on TV, questioning the tradespeople's competence when more work is needed.

Despite the occasional chaos, the process has a purpose, culminating in the satisfaction of a beautifully finished project. We're here to guide and manage every step, ensuring a smooth journey to the transformation of your home.

Lead Times & Shipping

Everyone knows leads times can be a challenge.

An example of a challenge is clearance items - they might be gone by the time it is ready to purchase or a different price. Clearance items can also be on clearance for a reason, such as not having good reviews or other issues that caused the retailer or manufacturer to discontinue or put on clearance.

We aim to manage expectations to prevent disappointment regarding availability or price changes. For example, if you select a bathtub but take two weeks to choose other fixtures, the bathtub's availability or price may change in that period. Additionally, high demand for remodeling, alongside political and current events, can further delay availability.

Ordering all items together not only potentially qualifies you for freight shipping discounts but also ensures consistency in your selections and can avoid delays. While these circumstances are beyond anyone's control, understanding them from the start is part of our commitment to providing clear expectations and supporting you throughout the remodeling process.

Removing items from the construction and adjacent areas

For a smooth remodeling experience, decluttering is key. Please ensure that the renovation area is free of furniture and personal items. Phoenix Home Remodeling cannot assume liability for belongings left in the work zone.

We've encountered questions about leaving items on one side of a room, particularly if construction is focused on a specific area. However, this approach has led to misunderstandings, with items often too close to the workspace.

For extensive remodels, we recommend using an offsite storage unit or an onsite pod to safeguard and keep your possessions dust-free during the renovation.

Making Changes Once We Start

Making changes after your remodel has started can affect the project's timeline and flow. While we're committed to achieving your dream space and are open to modifications, it's crucial to understand their potential impact.

Even minor adjustments can lead to significant delays. For instance, altering cabinet layouts can extend the project by months, given the 4-10 week lead time for delivery, plus any additional delays from manufacturers.

Unlike some contractors who may prohibit changes after orders are placed, we aim to be flexible. However, we believe in setting clear expectations: changes may increase both the cost and duration of your remodel.

Given the infrequency with which homeowners undertake remodels, the extensive behind-the-scenes complexity isn't always apparent. We share this information to ensure you're fully informed about the implications of any changes you might consider.

Returns

As you can imagine, returns usually slow down your remodel and can hinder many aspects of your remodel project.

Returns increase the amount of time we have to work on your project. Many homeowners don't realize it is often an hour or two just to coordinate the returns when it is special order, heavy items, freight or when from certain manufacturers.

Not only does it cost more time for everyone, it can also extend your remodel project timeline.

For example if you pick a bathtub and then change your mind once it is hear, it extends the amount of time in these ways:

1
You have to take time to research bathtubs again and find another one. This can take 1-14 days on average
2
Then we have to order the bathtub, which might be a special order.
3
We have to wait for the bathtub to come in, which could be 1-30 days.
4
Any other tradesman or remodel work we had already lined up has to be contacted and rescheduled to a later date that might not be known until the bathtub actually arrives.
5
We have to inspect the bathtub to make sure it is in good condition and then coordinate everything around that.

So returning one item like this could increase your project time frame by 3 - 45 days. That hinders your remodel, your experience, and it costs money & time.

Now, if we do a return because something is wrong with it, that is out of everyone's control and there's little any of us can do about that.

For returns that homeowners don't like, where nothing is wrong with it, we have to charge a $100 fee for returns PLUS any shipping, freight, or retailer restocking costs.

This applies to items that are heavy, special order, freight and a few specific manufacturers.

Be prepared for Potential setbacks and extra costs

Luckily our unique Design Build process dramatically reduces the chances of this happening.

That said, if you’ve ever watched “Fixer Upper” or other home remodeling TV shows, you’ve seen episodes where they encounter something unexpected ― water damage, termites, unsafe wiring and so on.

Any remodeling project could run into a similar situation that will increase its cost and or delay its completion. It’s a good idea to have extra money to cover any unexpected remodeling costs ― and to have a patience if there is a setback.

Communicating With Our Trade Partners / Employees

Our trade partners (subcontractors) are exceptional, each specializing in specific skills and fully licensed, bonded, and insured. Their expertise ensures high-quality work in their trades.

However, it's crucial for all changes to be communicated through us, not directly to our subcontractors / trade partners. Direct changes without our oversight can lead to unexpected costs and delays, creating a less than ideal experience for you. Without our involvement, you might not be aware of the impact on the project's budget and timeline until after the fact.

For example, modifying shower wall layouts might seem simple but can have significant implications. Changes such as adjusting the height can affect material quantities and may require additional orders, potentially delaying the project if the tile isn't readily available. Many tile options and frequent stock changes by retailers add complexity to acquiring additional materials quickly.

To ensure a seamless process and avoid surprises, please discuss any desired changes with your project coordinator first. We're here to assess the impact and provide guidance, ensuring the best possible outcome for your remodel.

Plumbing

Living in Phoenix, you're likely familiar with the challenges of hard water, which, despite filtration efforts, can deteriorate plumbing fixtures over time. This often leads to small, initially unnoticed leaks, resulting in the buildup of calcium, rust, and potential mold or material damage.

A remodel offers the unique opportunity to address these hidden issues, safeguarding your home against further damage.

When renovating, we might uncover issues like faulty toilet flanges or shut-off valves. While these fixes aren't usually expensive, it's crucial to be aware that such problems can exist unseen until demolition reveals them. We prioritize identifying and addressing these issues without automatically adding unnecessary costs.

Planning for Outages

During certain stages of the remodel, especially in homes lacking localized shut-off valves, water may need to be turned off at the main valve, temporarily cutting off the water supply. To prepare, store drinking water in the fridge, keep water on hand for cooking, and fill buckets for flushing toilets. Filling the bathtub with water is a practical solution for toilet flushing needs.

Electrical

Addressing electrical considerations during a remodel involves navigating numerous variables, which can significantly affect project scope and safety.

Complexities in Electrical Work:

Appliance Specifications: The amperage requirements of new kitchen appliances can differ from your old ones, possibly necessitating upgrades to breakers, wiring, or both. For instance, a new oven might require more electrical current than what your existing setup can safely provide.
Wiring Capacity: Adequate wiring gauge is crucial. Appliances drawing more current than a wire can handle can overheat the wire, posing fire risks. Upgrading to a thicker gauge wire not only enhances safety but can also be more energy-efficient, reducing energy loss and saving on bills.
Access and Routing: The feasibility of running new electrical lines—whether through the attic, externally, or via another route—impacts the project's complexity, timeline, and cost.
Code Compliance and Existing Work: Electrical standards have evolved, and previous work (whether by builders, previous owners, or unlicensed individuals) may not meet current codes. Discovering and addressing these issues requires careful inspection and can add to the project's duration and expense.

Plan for Electrical Outages:

During electrical upgrades or repairs, power may need to be shut off for safety. This can affect not just the work area but also other parts of your home if circuits are interconnected. Planning for these outages is essential to minimize disruption.

Understanding these factors upfront helps in preparing for the electrical component of your remodel, ensuring safety and compliance while reducing the likelihood of unexpected complications.

Flooring

The reality of remodeling is that the condition of what lies beneath your current flooring remains a mystery until removal. Uncovering a second layer of flooring, improperly installed over the original, is not uncommon and results in additional time, labor, and costs—not due to any fault of yours or ours, but simply because such issues aren't visible until the existing flooring is torn out.

Upon removal, other potential challenges might emerge, such as squeaky sub-floors, foundation concerns, or termite damage. While not every home will face these issues, they can't be definitively ruled out until the current flooring is removed.

It wouldn't be fair to preemptively charge for hypothetical problems. Therefore, should we encounter any such issues, we commit to promptly communicating with you, detailing the problem and discussing potential solutions. This approach ensures transparency and allows for informed decision-making throughout the remodeling process.

Cabinets

Cabinets are usually the most time consuming aspect of a remodel with the longest lead times.

Here are some items many homeowners are not aware of:

If you see any mention anywhere online or otherwise about cabinet timelines, they are using business days and NOT regular calendar days. So if something says 15 business days, that is not 2 weeks, it is 3 weeks. If it says 30 days that isn’t a month it is 6 weeks.
At the time of writing this, non-custom cabinets typically have a lead time of 6-8 weeks. Custom cabinets often have a lead time of 7-12 weeks.
Existing cabinetry may need to be removed 1 to 14 days before new cabinets are installed. Are you prepared to be without cabinetry for that time frame?
Delays: Typically delays come from the manufacturer (manufacturing issues, shipping delays, damaged goods in transit...etc.) A delay can be as little as 1 day to as long as 6 weeks. We make every effort to remedy delays as soon as possible.
Be advised: Humans are involved in the ordering, delivery, and installation of your cabinets. Humans make mistakes, forget things, and are sometimes untimely. We make every effort to complete your project correctly, completely, and in a timely manner. We want to see the project completed just as much as you do. Please be patient.
New cabinets typically take 1-5 days to install. Delays can and will happen. Causes are possible from missing or damaged cabinets/parts, installation needing to be delayed due to sickness/ weather/traffic, or other project delays which push timelines.
During installation damages may occur to cabinetry (scratches, dents, scuffs...etc.). In the event the damage is beyond “touch-up” a new part can be ordered. This can take as little as 1 day to as long as 6 weeks. We make every effort to attain parts so the project can be completed as soon as possible.
Anticipate a “punch list” day. This is after installation is complete you may notice an item needing to be adjusted, touched up, or replaced. Most issues can be fixed within a few days but if a warranty or replacement item needs to be ordered it could take as little as 1 day to as long as 6 weeks. We make every effort to get the parts as soon as possible.

Cabinet Refinishing / Refacing

Cabinet refinishing is a great way to save money compared to new cabinets.

The one thing to know about it is there will be a very strong smell that permeates through the house. It doesn't matter if we put up out plastic walls, the smells still gets through.

Even with our top-of-the-line air filters called Build Cleans, the fumes are still present and will linger for 24-72 hours.

With your permission, we can open the windows which really helps, but it usually isn't ideal to do in the hot summer months.

We like to let you know this in advance in case you want to make any plans, such as staying somewhere else, or moving to another section of the home.

We wish this wasn't the case (we have to breath it in since working on the project), but unfortunately it doesn't matter what product is used.

Luckily it is temporary and after a few days the fumes are gone.

Workmanship

We pride ourselves on construction workmanship. That is one of the many reasons we have 80+ 5 star reviews from other homeowners.

We always like to let homeowners know that our goal is to have “very good” workmanship on all aspects of the remodeling. There is a difference between “very good” and “perfect”.

Most homeowners will not know there is a difference between “very good” and “perfect”. There is the occasional homeowner who is very particular and wants it to be perfect. We let that homeowner know it will either cost more money for the extra time, or we can have it at the “very good” level, or "perfect" is not possible.

Perfect is not always possible because the contractor is working with a preexisting house and pre-existing construction.

If "perfect" is possible it will often cost twice as much because it is not within the norm for remodeling companies. There is possibly 1 company we are aware of and they are 3-4 times as expensive. (Imagine a $70,000 bathroom remodel actually costing $150,000).

Our work is usually above the NAHB performance standards. This is the national group that sets the guidelines for remodeling contractors and new home builders.

It is also the standard that the Arizona Registrar of Contractors uses for evaluating a homeowner complaint.

Here is a link to the NAHB Residential construction Performance Guidelines for Consumer Reference:
https://www.insigniahomesinc.com/files/NAHB%20Residential%20Construction%20Performance%20Guidelines.pdf

Our work is usually above the NAHB performance standards.

So you can rest assured with over 80+ 5 star reviews and many more happy homeowners, we will provide you with a beautiful remodel.

To Help Put Your Mind At Ease

Not all of these are going to be an issue at your home.
We have had projects that had no issues and some that had a few.
We take communication very seriously, so if something does come up, we will let you know and provide any possible options to choose from.
Sometimes something is small and we just fix it and nothing really changes in terms of price or timeline.
We outline all options and then provide any price change if there is one. Then you go into your BuilderTrend homeowner portal and approve the change order before we can charge you for the additional amount. So you are in the know, approve any change, and you can’t be charged until we discuss and you approve it in BuilderTrend.
So everything is documented in BuilderTrend to keep it organized and transparent.

We Look Forward To Working With You!

That may have been a lot of information you just went through.

Depending on your mindset, you may have seen that as really helpful or intimidating... or maybe both.

We don't want you to worry about your remodel because everything is going to go well. Even if an uncontrollable issue were to happen, we are great at communicating, explaining and fixing it.

This may have seemed like a lot of information but it is important and best to provide now unlike many contractors that don't say anything and then everything "blows up".

Not providing this information would create more headaches and stress for you.
So we try to eliminate anything that could reduce your experience with us.

If you have any questions feel free to write them down for our initial walk-through meeting.

We look forward to working together with you to create your dream space!