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FAQ

This page covers frequently asked questions regarding our services, and questions that most customers have asked us over the years of providing exemplary construction services. If you don’t see the answer you are looking for, please contact us directly and we will address your issues personally.

Project management takes cost out of the project. By managing the entire project and having good processes we are able to take inefficiencies and costs out of the project and avoid those unexpected surprises. Many clients have felt that they could have run their project without a project manager or general contractor, but the truth is that with our combined buying power and ability to complete the project quickly, it may be much cheaper to use our services than to try and do it on your own.

No, Highlands is very cost effective. Because of our scale and industry partnerships we buy at a better rate than typical builders and can therefore be more cost effective for our customers. We also detail all our costs in a completely transparent budget breakdown so you can see where every dollar is spent.

Our focus on careful project management also saves significant time and money for our clients. Most people who have undertaken renovations will have experienced delays and budget overruns due to the poor co-ordination or inconsistent briefing of sub-trades. Highlands addresses both of these areas with formal project management processes.

Highlands Master Builders carries a 5 million dollar general liability policy, and complete coverage by WCB. We also offer additional course of construction insurance to our clients at discounted rates through our partner, Federated Insurance.

This depends on the type of renovation and the manpower that will be required. When you meet with your Renovation Consultant they will be able to give you an approximate start date.

We try to take all the worry out of your renovation, but patience is required. We are professionals and things are often done in a certain order or a certain way for a reason. Will your project get a little dusty or dirty – yes, is it possible that there will be delays – yes. The bottom line is that there are some things that will be beyond anyone’s control. The one thing we can assure you is that we will take care of it.

Yes. All Highlands Master Builders projects are protected by a 2 year warranty on all labour and materials. In some cases, materials may be warranted by the manufacturer for up to 25 years. We also offer extended warranties and extended service contracts to ensure your project looks great well into the future.

A change order is a written statement signed by the customer authorizing the contractor to do additional work not included in the original contract. The change order should be signed before the additional work is started. A change order also may be written when a contractor comes across any unforeseen damage or problem, or when a permit or jurisdictional authority requires additional work. In any event, we will always do our best to prevent change orders and minimize any financial impact they may have.

Important materials are specified in the contract. All materials are covered, however, as substitutions are sometimes unavoidable (lots of bricks run out, for example, colors of materials are sometimes no longer made), we make it clear that an equal substitution will be made but only upon your approval. For items such as lighting fixtures or doorknobs that you have not chosen when the contract is signed, a budget, called an allowance, is determined in the contract to cover exactly what will be spent on them.

A few key questions to ask could be: “How long have you been in business?”, “Have you ever done a project like this one, if so tell me about it?”, “Do you have insurance?”, “Who does the work; you, your employees, or is the project completely done by sub-contractors?” With years of experience under our belts, Highlands Master Builders is happy to provide all of these answers, and provide references if need be.

Depending on your location and what is being done, a permit might be required or it may not. If a permit is required for your project, we will obtain the permit, handle all inspections, make sure everything is built to code, and that the project and process satisfies all requirements to the letter of the law. If a permit is not required, we will still ensure top quality craftsmanship and work that exceeds code requirements and BC Homeowner Protection Office guidelines.

We are very blessed to say that over 50% of our customers come to us or are referred to us from customers we’ve performed for in the past. As you will see, there is a reason for such a loyal client base.

These terms are broken down in the contract based on progress with a completion date included. Once the work is completed to a pre-determined point, a pre-determined payment is made, with final payment due upon completion.

The budget and a reasonable time frame are stated in the contract, which is signed by all parties with copies provided before breaking ground or the start any project. Our goal is to get your project finished as quickly as possible and stay on budget so we can move on to the next job. Check with our references and you can see for yourself if it’s not due to nature or outside forces, we do what we say, when we say.