Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for remodeling contractors that have earned the prestigious Diamond Certified award. For MCA Remodeling Inc., the best way to achieve high levels of customer satisfaction is to approach each job on an individual basis. “Every project is different, so we really focus on what our clients want and help them bring their ideas to reality,” says co-owner Mitch Alves. “Our goal is to ensure each client is 100 percent satisfied from start to finish.”

MCA Remodeling has been remodeling kitchens and bathrooms, installing pavers and hardscapes, and offering various general contracting services to residential and commercial clients in San Mateo, Santa Clara, Alameda, and Contra Costa Counties since 2013. The family-owned and operated company takes a full-service approach to each project, from the initial design/planning stages to the finishing touches.

Unlike construction firms whose owners send less experienced salespeople or estimators to bid for jobs, MCA Remodeling is always represented by Mr. Alves or his wife, co-owner Leslie Alves. “We go to homes, give estimates and sign the contracts,” he explains. “No only that, I project-manage and personally inspect every job. I look at each project like a long-term relationship with the client, and people really respond to that.”

Ultimately, Mr. Alves sees MCA Remodeling’s ability to provide fair pricing and excellent value as its biggest attribute. “Our bids usually fall in the middle of the spectrum, and we’re known for giving our clients a good value,” he says. “We offer quality work and professionalism, including 24/7 access to my expertise, and we strive to do the work correctly the first time.”

Trusting your remodeling contractor is important for your comfort and the outcome of your job.

It’s just a little project, right? As long as the contractor is licensed and insured, what’s the harm in choosing the lowest bid or the first contractor you call? Well, according to building experts, rushing the process of choosing a contractor can leave you frustrated, disappointed and left with a substandard product.

Mitch Alves, co-owner of MCA Remodeling Inc. in Union City, says trust is crucial when it comes to hiring a remodeling company. “There are a lot of complaints against our industry. Some contractors are making bad names for the good contractors. They aren’t licensed or bonded—they’re using other people’s licenses or taking money upfront and not returning to the job. Those are the things consumers need to be aware of.”

Mr. Alves says homeowners need to do their due diligence and research contractors they’re considering to make sure their work histories are clean. “Call references. Have the contractor give you more than three and actually talk to the people.”

Along with phone calls to references and license and insurance verification, Mr. Alves says good contractors should be willing to take potential clients to see jobs that are in progress. This enables you to see the workers in action, notice the care given to the jobsite and possibly even talk to current clients. It also gives you a chance to ask questions about the planning and construction elements, as well as spend time getting to know your contractor. After all, they’ll be in your home and have access to your personal space, so respect, honesty, transparency and a good working relationship will matter.

Mr. Alves says that when you talk to a contractor, you should get answers to your questions and feel comfortable with their willingness to help you envision the work. “Expect an open book. The contractor should give you full disclosure before you sign a contract with them. You have to trust your contractor 100 percent. If you don’t, you shouldn’t go through with the project.”

Q: Do you use subcontractors on your projects?
A: We don’t use subcontractors unless it’s for mechanical work, like a new HVAC system or ducting. Ninety-nine percent of the jobs we do are kept in-house.

Q: What types of warranties do you offer?
A: We offer a 10-year warranty on labor, and materials and products come with a variety of manufacturers’ warranties.

Q: Can you provide design services?
A: Yes, we can provide custom, 3-D design plans.

Q: Do you perform background checks on your crew members?
A: Yes. We’re pretty meticulous about the people we hire. Honesty and integrity are very important to us, so when we send someone to a client’s house, we make sure they’re presentable and professional.

Q: Are there any new advancements in kitchen and bathroom designs that I should know about?
A: When we started, we were designing kitchens with graph paper, drawing tiles and white cabinets. Now, not only can we create 3-D renderings for clients, the software can tell us details like the square footage of surfaces and the required components.