As a precursor, I should state that Alan will be defensive and perhaps be hostile after he reads this review. In fact many previous reviewers have called Alan a bully... but rather than bring emotion to the review, I'll provide facts and details regarding missed meetings, lack of follow through, and our failed contract.
A contract was signed in October 2012 for two bathroom renovations. Despite our request for measurements, floor plans and tile plans, none were provided. On 11/7 we purchased tile per the contractor supervisor's direction, on our own without him present, and he simply had square footage written on paper for us to provide the tile shop. To quote the supervisor, "it's a simple rip and replace". He then disappeared and I reached out to Alan Stevens, the CEO, on 12/7 and he was ill until 12/12 and out of the office. We finally connected on 12/13 and Alan stated that he would take over the job and the supervisor would be taken off our job.
To further complicate the issue, Alan was out of town on 12/17 - 12/27 and unavailable due to the holidays, I assume, and completely understood. I was understanding and we agreed that we would move forward at the new year. On 1/4/13, Alan was supposed to be at our home to discuss the project and he was a NO SHOW. On 1/4, 1/5, 1/6, 1/7 Alan is ill once more. On 1/9/13 I contact him and he is belligerent, yells and HANGS UP then he proceeds to tell me he's leaving the country to go on a cruise the next day!
Fast forward to February 2013...and on a positive note, the crew does show up and has integrity with their work ethic. They have very little to work with since there are no floor plans and no tile plans, but do a great job. However, we are at a stalemate with Alan 4 months later because he wants to reconcile and charge us for things we did not agree and note: there are zero signed addendums AND he has $17,000 from us which a portion is a deposit to start bathroom number 2. He refuses to give us a start date because we haven't reconciled the first project (which was quoted at $12,500).
My advice to others is do your homework and visit the Montgomery County Office of Consumer Complaints at www.montgomerycounty/consumer and note any pending complaints. (We are currently working with the county as well.) Also note that we are working with the state of Maryland Home Improvement Commission to tackle these issues so do research there as well (even though they "clear" disputes once they are resolved. He may tout his super service awards on Angie's List but we are currently working with them for resolution.
We are not novices to the process after a kitchen remodel and master bath remodel - great experiences - so our expectation would be from Alan a simple request of detailed communication and contracting, professionalism, and simply getting involved so there aren't any surprises. "A simple rip and replace" still haunts me and unfortunately, the saga still continues 4 months later with an unclear ending.