Key Concept

Our house was renovated by Key Concept. It had a few issues which we hope to raise as feedback so other customers can be more aware: We chose Key Concept in Dec 2020 as the boss, Elwin, said he was keen to work with us and deliver. Work that was supposed to start in late February 2021 only started in late March/April 2021 and the handover after delays was in mid-June 2021, later than initially agreed. The ID we worked with was Joel. As it was our first reno, we worked based on trust. Instead of working on our trust, the company ended up doing the following: ~Poor management: Timeline: we started noticing on their social media that projects that began later and were more complicated than ours ended up finishing much earlier. When delays cropped up, the common excuse Joel gave was covid-19 related. In truth, a lot of the issues did not stem from covid-19 and stemmed from poor timeline management, poor supervision poor communication from Joel. This was especially stressful in the last few weeks prior to the handover date in June and greatly impacted our moving, packing and other payment loan arrangements that had to work within the timeline. Verde lights: We had already shifted our moving day a few times due to the project delays. The lights were ordered much earlier in April, invoiced. This was a company recommended by Joel. However, Joel claimed lights could not be installed as no stock was available so we had to move our moving day again to accommodate the installation of lights. On the day moving in that was pre-arranged and agreed, none of the electricians was putting things up and Joel was not around and only came later. So the movers and us could not unpack until all the lights were installed. When we checked directly with the light company, the rep. explained the reason for the delay was not due to lack of stock but that Joel had not informed them in time. When we asked Joel for updates, his replies were often several hours later and sometimes past 12am, and follow-up was sometimes sloppy. Case in point: when we got our wallpaper, Joel took very long to come and check the items and come over to collect the items for installing. Only when he installed the wallpaper a few days before handover, he said the item was faulty and asked us to replace. He explained he could not open it earlier as the wallpaper was delicate which was a ridiculous excuse. We resolved by his company settling the payment of reordering. All this could have been avoided if he had followed up promptly. ~Lack of professionalism: When we had meetings, instead of taking notes down, Joel claimed he could remember and ended up forgetting quite a few things. This resulted in the wardrobe designs (despite feedback given to Joel on the design) was not carried out in the final product. This ended up being a waste of time for everyone as the carpenters had to come back a few times AFTER we moved in. Even after we moved in, several things were not complete: - Sinks in all bathrooms are not fixed so cannot wash up or cook. - Kitchen had no hob so cannot cook. - Some wiring was also not done so could not install the internet. Even when Joel arranged for contractors to come down to install, they either came late or not at all. When we checked with Joel about what was happening, there was no response until late evening. It was very frustrating for us during the weeks after moving in. This could have all been avoided if he was more meticulous and communicated better to his contractors. When Joel was supposed to see our house, many times the pictures were “forwarded” which showed he was not at the house, and when we were around post-moving in to monitor the fixtures, he would slip out without letting us know beforehand. The lack of presence led to the workers not feeling a sense of urgency to finish the project (case in point, refer to the earlier paragraph of how electrician only started when we arrived to move in our belongings). It also made us wonder whether he was around for the days prior to moving in. Post-handover: the handover was also delayed as Joel did not follow-up with us to close up the project. We only had the handing over in October. Even when we gave our feedback for them to improve, Joel not only refused to admit but even blamed us and that we as customers should work around their schedule as contractors. Additionally, his response to the Verde lights problem was that Key Concept does not need to explain or justify their work processes to customers and we should not take issue with their explanation and go behind their backs to check with Verde. And with regards to contractors coming late or not arriving as agreed, he explained that he had informed them already and thus, not his fault that they did not turn up. This showed a lack of professionalism on all fronts. Overall, a traumatising experience working with the Joel and this company and what could have been a memorable and lovely day of moving in was one of frustration and lack of promises delivered.

If there is one word which I can use to describe our experience with Key Concept it will be – dedication. We do not have any regrets in engaging them as our Interior Designer to design our dream home. Kelly was our engaged Interior Designer and she has been nothing short of amazing in her duties. Kelly has been very professional and accommodating to us. We are very much limited by our budget and Kelly has kindly helped us to work through the project and ensure that we are well within our budget. Throughout the project, she has been very open to our ideas and always ensures that we receive the best for our home. She is very passionate and sincere in delivering her work and goes beyond her line of duties to make sure that everything goes well for our home. An ID-turned-friend now, we would definitely recommend Kelly as anyone’s ID for their new home. Thank you Kelly for everything that you have helped us with in this journey in achieving our ideal home! 😊 5-Stars for Kelly! ☆☆☆☆☆

Key Concepts has successfully delivered our long-awaited home! We engaged Yongren, and we had definitely no regrets in doing so. He was in fact recommended by another family member of ours, and he did well in delivering what we expected. From the beginning, Yongren has been friendly, casual and patient with us. He has been nothing but accommodating to us, no matter how demanding the circumstances have been. Throughout the process, he kept an open mind and tried his best to propose ideas repeatedly or to give suggestions to fit our requirements. He is highly competent with project management, and was able to manage his teams well to achieve smooth project coordination despite unprecedented event and conditions. What was beyond expectations that we appreciated was his endeavour to always deliver what he had promised. Yongren has also been honest and accountable, and follows up with any outstanding issues even after things are settled, or if things were overlooked, never shirking responsibility or blaming the situation. It has been a long but pleasant journey with Yongren from Key Concepts who has delivered exceptional service and has done an awesome job in creating our wonderful home. Thanks YR! 😊

Terence was my engaged ID for my first house. He is professional, driven and attentive. Even though mine was a small project however he also took up seriously and not perfunctory from the start until the end of the project. He is easy to work with and will go for extra mile inclusive of those job beyond his responsibility. Thank you Key Concept! Thank you Terence!

I would like to give praises to my ID Jaslin. A young and driven individual, giving me tips on anything and everything from colour matching, furniture ideas and going shopping for tiles, bathroom and lighting fixtures with me. She also try to understand my lifestyle habits from the first meeting to plan and execute a design that best suits my needs without going over my budget. It's been 6 mths after reno, still loving my house, and any issues after reno, no matter how small she will try her best to resolve it for me ASAP. Keep up the good work!! 👍👍

Yongren was my ID. Even though my reno was a small project, Yongren's service was still top notch. This was evident as he went through my house defects with HDB BSC personnel, which I think most of the IDs will not do so. On top of that, he was very patient with my requests and was willing to work within my small budget. He was willing to explain the different type of materials used. As I had to settle everything on my own, Yongren was very nice to recommend me some shops for my lighting, toilet fittings and etc. During the renovation period (before CB), he would consistently update me on the progression (with photos). He would also help me coordinate all the installations with the various companies. Unfortunately, the reno had to be on hold due to CB. Despite that, Yongren would still update me on the status and resume my reno as long as the ban was lifted. What stood out was the after sales service, After the handover, when I spotted small defects, he would send his men down to rectify the problems immediately. Thank you for the amazing service!

I am beyond grateful and happy to have Kelly as our ID. She really delivers and she helped us through our house renovation since it’s our first time as homeowners. We gave our said Budget and she managed to cater to what we want... to add on, I was indecisive and we take such a longggg time to decide on what we want but Kelly was very patient. She really allows us to take our time in deciding, helped to find the tile we wanted (ahhhh so happy!) and she went the extra mile to look for our house furnishings as well. Very knowledgeable and she knows her stuff. Gives us constructive feedbacks as well! All we did was share pictures of our home inspo and the next thing... our beautiful home is done. Kelly, Thank you so so much for all your hard work and brains behind our home. We are genuinely happy with your service and of cos our beautiful home.

It was our first time dealing with renovation, hence we were inexperience. From the initial stage of planning to purchase tiles/ paint colours, to designing and buying of furniture, Kenneth has given us lots of constructive feedback, suggestions, updates and follow up. Through the minor hiccups and amendments during the process (it’s common), Kenneth swiftly acts on it and still delivers a satisfactory result to us. It was indeed a pleasure working with him. Highly recommend Kenneth to everyone 😁👍🏻

It has been a long reno due to the covid closure, but it has been a pleasure to work with Kenneth who made sure that everything goes smoothly after Phase 2 reno resume! From initial discussion to designing to actual reno works, we have also changed our minds countless times, he is super patient & detailed and also made sure that everything still goes as planned as per timeline! No doubt I would recommend him and use his services 100% again! Thank you Kenneth! 😁

我的设计师家俊（Jay)给我的感觉和其他装修公司很不同。他任何时候都是以我的要求和想法为优先考量，也会尽可能让我的工程维持在我的预算内，更不会因为有预算而怠慢我的工程，给我安装的壁橱，衣橱，榻榻米等木工都是一流的品质，绝不马虎。他也很负责任，装修结束之后仍然尽责的提供后续服务，很不错的年轻人，加油！！ 他老板Kenneth也很友善，给予家俊最大的支持力度，让我的装修工程圆满完成。 谢谢Key Concept，值得信赖的装修公司👍