Robert B. Payne, Inc.

Quickly, but it was thorough

Great job.

Fantastic company

Robert B. Payne was scheduled to arrive at my residence between 11a - 1p. I explained to the individual making the appointment that I needed to leave for work by 2p. At 1p on the day of the appointment I received a phone call advising that the technician would arrive "shortly". At 2p the technician was still a no show, and I had not been contacted. I contacted the office and was told that the technician was still on another job. The office was unable to advise when the technician would arrive, and their only consolation was to reschedule the following day. Because of this I was late to work, and I declined rescheduling for the following day. I was able to get an appointment the following day with another company that was able to arrive on time.

They are very good about coming out to our place on time. They provided us with exceptional service. I am very pleased with their work and the cost. They also clean up well after themselves.

They are efficient and always come when they say. The are clean and always get the job done.

They are a good company and I will continue to use him in the future.

My experience with this company was very positive. They responded properly, made sure they took care of it, and that we didn't have to pay anything.

Once I arrived at the showroom, Rob reviewed his call notes from our 2/8 phone conversation, reviewed the floorplan and pictures. Rob then said the next step in the process was to select the materials and finishes, and then went on to advise that there was a $1,000.00 "In-house design consulting fee" for this service. I said that I already knew what I wanted and did not need a designer to help me select finishes or materials. He said the fee also covered their time to come to my house and take measurements, and any nescessary drawings to complete the job. I then asked Rob why he couldn't give me a ballpark quote for the work and use material allowances like other remodelers do. He said Servant perfers that clients make their selections first, so that there's no surprises with actual material costs. If pressed, he said the ballpark estimate for the work would be $35 to 55K, much more than the budget we had already discussed. My preference would have been that he be upfront in the inital phone call, so that I wouldn't be surprise when I get to the showroom and am asked for $1,000 to provide a job quote. I said I wasn't interested in paying a obligatory $1,000.00 "In-house design consulting fee" and left the showroom. What a RIPOFF!

Left a message on their answering machine after normal working hours, and received a return call 8 minutes after they opened the next day. Although busy, they fit me in and called 30 minutes prior to arriving at my house. The person was nice and professional, and obviously qualified because he was in and out in 45 minutes. He accepted the $25 coupon that I printed from their website. He advised me of their service plans, but no pressure to sign up.

They are prompt and courteous. They are very knowledgeable.

Excellent service from start to finish - from the estimate to completion.

The company representative first came to our house and evaluated the current system. It was very old and we knew it had to be replaced. He recommended the system and gave a price, which was less than what I anticipated. The job also involved moving the outside air handler to the other side of our house. I called the office and was put on the schedule for the following week. The work was performed as promised, everything was cleaned up, the system explained and demonstrated to me. I was very pleased with the professionalism, friendliness and expertise of the installers.

They provide a great service. Their prices are fair.

It’s a big company. They were fine. I would use them in the future.

His name is Jackson. He was really bad and did a really lousy job. He stopped work for about three weeks. Nobody came out here. He kept lying and lying. He just lied too much and never kept his word. I am very unhappy with his work. I don't even want to remember his name. I would never use him again.

They also sent out an electrician to do some separate work and I'm still paying for him. I called all his references and talked to them. He was the president of the National Organization of Remodeling. He said he would be there to check it every day and I didn't see him once. It took 3 months to do 3 bathrooms and that didn't include the tub or surround. It was a new toilet, cabinet, vanity and countertop. He sent 2 or 3 guys to do the demolition and then it was 1 guy working from there on. He wouldn't return my messages. If I could have had his foreman I would take him because he even apologized that they didn't have more people so they could have gotten it done a lot sooner. He didn't do the work in a timely manner and he never checked on it. He didn't have the correct number of people to do the work. They provided me with a decorator but I ended up doing most of the decorating myself. They charged me for 12 hours for the decorator but it was wasted time. I got all the samples myself. The only thing she did was take me on a shopping trip to buy some things. I told them I wanted brushed satin fixtures and she only sent me brass. I had sent an email with what I wanted and she didn't get it. He rushed me to pick out the fixtures and then they sat for a month The electrician messed up the outlets and they don?t work correctly. He cut the phone line upstairs. He was supposed to put a switch in the barbecue and he didn't want to do it so I had to stand there while he finished the work. I felt like he was 2. I have to get an electrician to fix the lights so they work right. I had called 6 references and they all said that he was good. I would not use him again and it's too bad because we have about another $35,000 worth of remodeling that we still want to do. I told him that he didn't communicate and other things that he didn't too. He looked at me like I had 3 heads. He seems to be a very nice guy but I don't think he is an effective type boss. The price was appropriate and the quality was actually good once it was done. He was never responsive and if he did respond to phone calls it took him a while.

We requested an estimate for various remodel/updating projects throughout the house, including tearing out and updating 3 bathrooms. Rob came out as scheduled and seemed knowledgeable. He then submitted a bid that was accurate in its scope but priced much higher (60% above) than the next highest bid. To receive the estimate and see samples of cabinets and materials, i had to go to their showroom, which was not convenient, and if he'd told me the price up front, i would never have spent that time - of course, having the oppportunity to show me their quality was part of his sell, so i understand that. Their showroom looked like they have excellent materials, though i did not see any actual installations. I think they must cater to higher end clientele who are not as concerned about competetive pricing.

Recieved call from Rob, got the impression that 20K wasn't enough to get them interested. Then told that they no longer do in home appointments as stated in their web site. Wants me to draw the floor plan and take pictures and bring them in.

He said it would be about $18,000, but this was over the phone. He had never seen the bathroom or the house. I decided at that price that it would be a waste of his time and mine to have him come to the house. I used another contractor, and the final price ended up being $8,200.

My kitchen is beautiful! Rob is extremely professional and organized so the whole remodel was much less painful than I could have imagined! He drew up detailed computer-generated design plans and made valuable suggestions - he has a good eye for design. He has a small show room and photos of previous remodeling projects. Rob is easy to reach by phone and promptly responds to emails. Rob worked with me patiently when I made changes and kept me informed of the remodel progress. I received a list of items I would need to choose which helped me stay on track. The supervision over his workers was good too. His crew cleaned up nicely every day and were also very professional, with good communication skills. They protected my floor (which I did not replace) and were neat overall. A couple of minor problems were promptly corrected. Rob did a final walk-through to make sure I was happy. He takes credit cards so I got frequent flier miles to boot! His invoices are carefully itemized so you know what you are being charged for. A few items I ended buying myself, so he deducted those items from the original estimate. Originally we planned to do the painting ourselves, but when we changed our minds, he scheduled his painter for us.

Rob Jackson took care of all the problems that arose. They laid the tile flooring wrong and had to do it over. They didn't always come regularly, more sporadic hours, and seemed like it took longer to lay than expected. Mr. Jackson always returned my phone calls promptly. The workers were competent, nice and trustworthy. The man in charge of the tile crew was my only difficulty. The work was done to my satisfaction.

He did not think my project would be over 20K and they do not work on projects smaller than 20K.

Rob is an excellent contractor to work with. He started by helping us rework our existing design to improve the flow of the room. We wanted to do some of the work ourselves and Rob was EXTREMELY patient with us in this matter. All of his sub-contractors provided excellent craftsmanship. Any problems we found were immediately corrected without and further charge to us. We have been involved in many remodeling projects in our homes over the years and now that we have found Rob we will never use anyone else again. All the costs are spelled out upfront and do not deviate unless you want to make changes. No surprises were ever unleashed on us and everything was above reproach.

Rob is a very ethical, friendly, knowledgeable and thorough contractor. He led me through all the details, sent me to excellent, very helpful suppliers, and helped with the design, preventing me from making mistakes. He did everything possible to stay on schedule. He kept in constant communication with me. He was always very prompt in returning my calls and emails. He made sure everything was done properly, redoing when necessary - at no cost to us. His standards were at least as high as ours. He got city permits for everything and followed all the rules, including furnishing us with releases from all the subcontractors. We are very pleased with the final results and will use him again for a kitchen remodel next year. The work was done as scheduled.