Are you renovating your house to make it in time for Chinese New Year?
I have done four major renovations and countless fixing projects for my properties in Singapore.
Over the years, I manage to find at least one good electrician, plumber, carpenter, handyman, etc. But for whatever reason – perhaps it’s because I’m unlucky, or maybe it’s simply the nature of the business – I have yet to find an honest contractor or a reliable renovation company. Yes, not even one.
Bad experiences with contractors
What I have had are some unpleasant experiences that you may have encountered before if you have commissioned any renovation project:
1) After placing a deposit, the salespersons’ prompt responses becomes late or no reply.
2) They are very busy and you have to bear with the fact that they are often late for (or absent from) any appointment with you.
3) Timelines agreed beforehand are almost always delayed. As clients, you are expected to be flexible to cater to all unforeseen circumstances.
4) You can only expect 60 to 80 percent of what originally agreed to be done. Be prepared to accept materials, end products and workmanship different from your expectations.
Of course there are some good contractors who are different from the above. But they are not cheap. Those who provide good customer service, quality workmanship and acceptable completion timeframe usually have ‘reasonable prices’ missing in their quotations.
Get good recommendations
Having read Margaret Heffernan’s The Naked Truth: A Working Woman’s Manifesto on Business and What Really Matters, I have picked up some tips about managing contractors:
Nine out of ten will tell you horror stories, and if they don’t, get the contractor home and put it to use.
I strongly recommend talking only to renovation companies or individuals with referrals from a trusted source.
Don’t just get anyone from the local paper, the yellow pages, a sales leaflet or a tradeshow. It is like going for a blind date. You never know who will show up. You really don’t have to deal with any surprise and disappointment.
For small tasks like fixing the lights, giving the place a new coat of paint, repairing the leaking roof, etc., ask your trusted property agent for recommendations. Agents arrange handyman to do fixes for landlords and tenants everyday. I am sure that they use efficient and reasonably-priced ones to get the job done. It allows them to rent or sell the owners’ properties without any delay.
I was smiling when I read your bad experiences with contractors. I have gone through all those listed twice from big time renovation contractors who advertised aggressively on TV. Both have beautiful show flats to entice potential customers.
May I add another point 5? After paying them in full, you will hardly see them again, you will probably have to live with the minor defects that you have found after moving in. So make sure you have everything covered before you pay them the final 10%. The contractors will give you a lot of pressure to collect the final payment, and some might go as far as using threats and intimidation.
So far, the best contractor I have used is Ernest. It is unfortunate that they were unable to take my last 2 renovation jobs due to heavy loading. Their price is slightly more expensive, but I would gladly pay without much hesitation. Last I heard is they are now focusing more on commercial renovations and less on home renovations. Ernest is the only contractor that is keeping in touch with us after completing the work, so perhaps that is the differentiating factor between a good and a bad contractor.
I was smiling when I read your bad experiences with contractors. I have gone through all those listed twice from big time renovation contractors who advertised aggressively on TV. Both have beautiful show flats to entice potential customers.
May I add another point 5? After paying them in full, you will hardly see them again, you will probably have to live with the minor defects that you have found after moving in. So make sure you have everything covered before you pay them the final 10%. The contractors will give you a lot of pressure to collect the final payment, and some might go as far as using threats and intimidation.
So far, the best contractor I have used is Ernest. It is unfortunate that they were unable to take my last 2 renovation jobs due to heavy loading. Their price is slightly more expensive, but I would gladly pay without much hesitation. Last I heard is they are now focusing more on commercial renovations and less on home renovations. Ernest is the only contractor that is keeping in touch with us after completing the work, so perhaps that is the differentiating factor between a good and a bad contractor.
Wow, that’s the comment from someone who really knows about contractors. Thank you so much for sharing your invaluable experience.
Agree with you that good suppliers will check with their customers after they complete the work, and even after they receive their full payment. Bad ones probably start playing the “no show” game right after signing the contract and after you paid the deposit.
Wow, that’s the comment from someone who really knows about contractors. Thank you so much for sharing your invaluable experience.
Agree with you that good suppliers will check with their customers after they complete the work, and even after they receive their full payment. Bad ones probably start playing the “no show” game right after signing the contract and after you paid the deposit.
Luckily for me, I have not encountered any contractors that start playing “no show” game right after signing the contract, however, I did notice that the 2 “lesser” ones were not as responsive as before signing the contract like what you have already mentioned. 🙂
Luckily for me, I have not encountered any contractors that start playing “no show” game right after signing the contract, however, I did notice that the 2 “lesser” ones were not as responsive as before signing the contract like what you have already mentioned. 🙂
Renovation is one business that focuses on recruiting new customers rather than satisfying existing customers. Contractors probably think that “customer repurchase” is quite rare. Many don’t care much about word of mouth, references or referrals.
Renovation is one business that focuses on recruiting new customers rather than satisfying existing customers. Contractors probably think that “customer repurchase” is quite rare. Many don’t care much about word of mouth, references or referrals.
This is a great blog-keep it up! 🙂
I agree that it is indeed hard to find a good general contractor. Like you, i’ve dabbled in a couple of reno projects which thankfully turned out pretty OK. but strangely the general contractor always goes bust and i have to start hunting all over again when it comes to my next reno project 😯
Perhaps we can start a list of contractors we’ve used before and found good, professional and honest? I(i know i could do with a good plumber and a good general contractor for one!)
I frequently refer my carpenter to my friends for e.g. cos i think he is great – not because he’s got nifty ideas and designs (cos he’s got none!) but simply because he’s honest and hardworking, and would even tell me NOT to rebuilt the kitchen cabinet (very sayang to throw away, he said!) but reuse the structure, just change the doors and laminate to save more money (when he could earn more himself!)
Thanks!
Like you, I also have a good electrician, plumber, carpenter, air-con contractor, etc. But I just couldn’t find a good renovation contractor who charges reasonable price but doesn’t mind taking small-scale residential project. The last project I just ended up being one myself and called in different parties to complete the whole project. I could pay every party only after work was satisfactorily completed. It saves lots of money if you don’t mind spending more time.
Restaurants, beauty salons or car workshops all have customer feedback and scoring system. I am going to start one for contractors soon : )
This is a great blog-keep it up! 🙂
I agree that it is indeed hard to find a good general contractor. Like you, i’ve dabbled in a couple of reno projects which thankfully turned out pretty OK. but strangely the general contractor always goes bust and i have to start hunting all over again when it comes to my next reno project 😯
Perhaps we can start a list of contractors we’ve used before and found good, professional and honest? I(i know i could do with a good plumber and a good general contractor for one!)
I frequently refer my carpenter to my friends for e.g. cos i think he is great – not because he’s got nifty ideas and designs (cos he’s got none!) but simply because he’s honest and hardworking, and would even tell me NOT to rebuilt the kitchen cabinet (very sayang to throw away, he said!) but reuse the structure, just change the doors and laminate to save more money (when he could earn more himself!)
Thanks!
Like you, I also have a good electrician, plumber, carpenter, air-con contractor, etc. But I just couldn’t find a good renovation contractor who charges reasonable price but doesn’t mind taking small-scale residential project. The last project I just ended up being one myself and called in different parties to complete the whole project. I could pay every party only after work was satisfactorily completed. It saves lots of money if you don’t mind spending more time.
Restaurants, beauty salons or car workshops all have customer feedback and scoring system. I am going to start one for contractors soon : )
I have experienced all this personally on my time working with a renovation contractor for our home renovation. They will sweet talk us until they get paid and at the initial stages of renovation but as time progresses they will show their real face and not respond properly which leads to delay in the timeline of renovation. I wish there is a fail-proof way to avoid this from happening.