A long overdue review from previous work completed but still feel the feedback is helpful. We had some re-staining work done, and while the work was ultimately completed successfully, we were very disappointed in the lack of communication and professionalism by the Prairie office staff. We specifically chose Prairie because of the positive reviews and initial interaction with their sales person (AJ). However, once the work was signed and a tentative date was set, they did not provide any updates on delays until I contacted them first. It had been a very rainy season, so we were prepared for changes to the timeline – we just wanted to be notified.
We shared paint colors with them when asked, but they accused us of not providing it and stated that we were the reason for the additional delays. I shared screenshot proof that wasn’t the case, but the Project Manager (Luis) continued to argue. Whenever I contacted them for updates via phone and asked for a call back, they would either send a generic text response or an argumentative one. Either way, no one would call me back stating that “people typically prefer text”.
I eventually tried contacting AJ (sales) about our issues, and while he at least called me back, he was equally as rude – very different from our initial interaction.
The work finally started, but to add to the communication challenges, we learned that the contractors who came onsite did not speak any English. While we found a way to communicate with them via Google Translate, no one prepared us for this in advance. They were ultimately very nice and hard working – the best part of our experience.
We finally received a call from Management who attempted to repair the situation with a small credit and some free replacement boards for our deck. We accepted, but all we ultimately wanted was a an acknowledgement of the lack of communication and better customer service. We will not recommend nor use this business again.