Integrity Interiors, Inc.

RL Rider has very nice people working for them. They are kind, responsive, and personable. I was really looking forward to them doing our remodel after part of our house flooded. I received an invoice for an upcharge (which I was expecting) because we wanted to update the bathroom I then asked for a break down of the entire project and to my complete shock, this is what I discovered They charge a $1,500 "design" fee (which I guess that was for giving an opinion on the paint choices because I shopped personally and picked out EVERYTHING else on my own and sent my selections to them.) This fee was never EVER disclosed to me. They told me that I didn't know about it because we were out of town for a week and they were rushing to get us the estimate... wow.. email, text, call... any of those methods of communication would have been a very doable way of letting us know that we would be charged a $1,500 "design fee" as we were already in communication via each of those methods. It was obvious they never planned on disclosing that to us. I noticed that everything I picked out (by myself) was being marked up drastically from the actual cost compared to what they were charging me and not just a little... by 40%!!!!!! My $10,000 of floring would have cost $14,000. I would have paid them $4,000 to place an order that I could easily do online or with a 2 minute phone call. When asked about this they said it was for ordering and arranging the delivery and this is how they make money. This was the case for EVERY single item needed to get the job done, yep, 40% markup. They said that they do that to cover a "technology" fee, "administration fee" Etc.. ok, I could see a 10% markup for the hassle of ordering and arranging a delivery, but 40% is downright unethical. Of course I understand that it's a business and they have to cover expenses and make a profit but my problem is that it wasn't done in a transparent way. Tell me on the contract paperwork (or email it, whatever) that a design fee of $1,500 will be charged no matter how much or little they actually design. Tell me that you automatically mark up everything (lol, including your actual hourly wage) by 40%. Instead of that why not put on the contract that I will be charged $amount as a technology fee and $amount for an administration fee. We'll, it's obvious why they don't do that, if I pick a vanity that costs $5,000, they add 40%, charge $7,000 and pocket $2,000. BUT if I order a vanity that costs $50,000 (as an example) they charge $70,000 and pocket $20,000. They both take the same amount of work, the same amount of delivery coordination, the same amount of "technology and administration" but no one would pay 20 grand in "fees" for purchasing 1 item if it were openly listed. They can spin it anyway they want and they can try to make the excuse (that was told to me several times) that I left for vacation for a week and that's why these costs were never disclosed to me so technically it was my fault. I would have never seen the break down of their fees and markups if I didn't call the office and ask for it. They have a right to markup their prices to whatever they want. They should have been open and honest about it. THAT is the problem I have with them. In all fairness to them, they did offer to refund me my deposit so I could take my business elsewhere which I said thank you, yes, please do that... it was at that time that I was told there is a non refundable $500 administration fee for their initial estimates (one for the insurance estimate and then a separate one that included the upcharges for the new things we wanted to do) both of which were provided to us for free from 2 other companies because, they give you an estimate in an effort to get your business. Again, if I were told I would be charged $500 just for the estimates, I would never have done that. Another fee that was not disclosed... Even though their prices may be the industry norm..? Just be upfront and honest about it! Everyone, be aware of their process and make sure your ok with it prior to hiring them.

I used the services of RL Rider for a finished basement project during the summer. During all the phases of the project, the different teams that completed the project (from drywall construction workers, to electricians, to carpenters, to painters, carpet installers and the management office) worked with great professionalism: punctual, courteous and efficient. They ensured the house was securely locked when they left at the end of their work day and when we were not home, and handled my house furniture, floors and walls with great care, when making their way toward the basement and moving construction materials around. When I had questions about the timeline or other important project details such as basement floor plans that work best for our specific needs or to place specific orders or any concern, the management was always prompt to respond and addressed my concerns and questions fully, immediately and courteously. Though the time window that I had to complete this project was relatively a tight one, RL Rider earnestly explored all the possible options to accommodate the schedule needs of my family. My family and I are highly satisfied with the finished product and already enjoying the new space addition to our house. I would recommend their services without any hesitation.

We requested a large paver patio, fire pit, retaining wall, and composite decking be installed late fall of 2020. We interviewed several builders/contractors in the greater Lansing area, and chose RL Rider based on their excellent reviews, determination to win the bid, and immediate personal connection. From day 1, the team at RL Rider was friendly, engaged, and professional. Not only did they accommodate each of our requests, but they offered creative suggestions and expertise throughout the project. When unexpected issues arose, they worked with us to solve the issues quickly. Communication is important to us. The RL Rider team responded quickly to each text, phone call, and email. As for the project itself, the results have exceeded our expectations. The new space is beautiful and well built. The team already plans to do another inspection in the Spring after the ground has thawed, just to make sure everything is perfect. We are already planning our next home improvement project and RL Rider will be the first builder we contact.

In their response to my negative review above, RL Rider said... "you called and aggressively tore apart two of our employees with slanders about their morality, ethics, and accused them of pocketing money." I feel that's a very unfair representation of our conversation and I find it unfortunate that they would try to negate the credibility of my review by suggesting that I'm a "aggressive slanderer." First off, I never accused any individual of pocketing money for their own gain and saying that is simply not true. I did say that I feel the company's practice and their lack of transparency is unethical. If anyone felt "torn apart" because I said that I feel I was being taken advantage of then I do apologize for that. To me, it seemed abundantly clear that my issues were with the company and it's practices and not any specific individual employed there. I apologize if the employee felt I was rude to say that. Although I’m not really sure how else I could have communicated my concerns without using the word “unethical.” I do want to point out that in an effort to find common ground and move forward together, I offered to personally order and arrange deliveries for the few most expensive items (flooring Etc.) so that I wouldn't have to pay the 40% markup for those items and I would agree to pay the markup on everything else. This offer was declined and I was told "our process is what it is" and they would require the 40% on everything in order to do the job. The employee I spoke with even agreed with me that all the fees and the 40% upcharge were not openly disclosed to me. Which is precisely the reason for my poor review… transparency. However, I do wish the best for the people at RL Rider. I don’t think that they are bad people at all. I didn't then and I don't now. I just disagree with the company's methods in business.

We partnered with RL Rider for a major renovation project and they did not disappoint. They were very patient with us as we went through the design process. We had a pretty good idea what we wanted to accomplish but very much appreciated their guidance and expertise and taking the time to explore options with us. We renovated around 600 sq ft by taking out an existing bedroom, taking down walls from the galley style kitchen, opening up a stairway and replacing a fireplace. This was no small undertaking and they did a superb job. Workmanship is very high quality and project management was excellent. When things came up, as they will in a project of this size, they were always on top of it and looking for solutions. I would highly recommend this company for your remodeling project.