Sumitomo is the fourth (I think it’s the fourth) renovations company that we’ve shown the Kamiooka Tea House to.

Frankly, we weren’t expecting much, because Honda-san, the rep, had been phoning non-stop, but seemed incapable of using email. When my wife finally got hold of him a week and a half ago by phone, she arranged an appointment for Saturday, May 29, and asked him to confirm by email.
When he hadn’t confirmed by mid-week, she sent an email saying that we would cancel unless we heard from him. He faxed us that day, and solved part of the mystery. Sumitomo’s IT department are apparently a bunch of idiots because the Sumitomo employees can receive email fine, but are having trouble sending. Our new method of communicating with Honda-san is that we send an email, and he replies by fax.
Jesus, if I worked there, I’d probably create a Gmail account simply so I could communicate with my clients effectively.
In any case, when we met him we were pleasantly surprised: he seemed intelligent, experienced, and confident. Like all the renovation companies except CONCEPT, he didn’t really understand what we were after, and wanted to make everything NEW NEW NEW! Although he’s the only one who understood my idea of extending the balcony without my having to explain it: “Ah! You want to sit out there and drink tea!”
Of all the renovation companies so far, Sumitomo was the one that seemed to know the most about earthquake renovations and also home maintenance. He explained to us that due to the heavy Japanese tile roof (pictured below),
we would have to probably put plates on the outside of the house in order to satisfy the requirements of Yokohama city’s earthquake certification authority.
Honda-san also took a look at the foundations and agreed that they likely needed to be reinforced. He also discovered a cross beam that had been nibbled by termites. The termites aren’t active right now, but the damage isn’t extensive, so it’s possible that there was a problem that has already been dealt with or the termites abandoned the site on their own. We won’t know until summer, which is the season they become active.
Personally, I’m surprised that more Japanese houses don’t have termites. Virtually all of the buildings built 20 or more years ago have wooden support struts sitting on or in blocks of concrete that are only 10 – 20 centimetres from the earth. (Yes, Japanese wooden houses sit on top of the ground, above the concrete foundations in order to maintain airflow under the building and prevent rot in the humid climate.) We’d counted on having to deal with termites, so the only surprise here is that no one else noticed that damaged beam.
Other things no one else had mentioned: the wood on the outside of the windows needs to be painted before it rots off (he suggested we do it ourselves to save money), and the iron platform and struts holding up the garden should likewise be painted to prevent rusting.
All in all, his ideas about the interior design were not so amazing, but he knew a lot about structural items and more than any of the other companies about PROCEDURES. He told us that it would likely take six months to do all the work if we wanted earthquake certification and Eco Points.
A word on Eco Points: in April, the government of Japan instituted Eco Points to try to encourage homeowners to renovate instead of knocking down and rebuilding. If you do certain types of renovations that are considered to have an ‘ecological’ benefit, like, say, replacing single-pane windows with double-glazing, then you get points back that you can use as money to buy other materials (for example: insulation).
We’d been asking all the companies that came through if we could replace the current windows with double glazing and then use the resultant points to do the floor insulation we’d planned. They’d all seemed to think it was possible, but Honda-san told us that a) the points are not necessarily given out immediately, and b) the government will only give out 100,000,000 Eco Points for 2010 and may not renew the program in 2011.
He suggested it would be unlikely to work, and advised simply replacing the window frames on the larger downstairs windows for the moment.
Honda-san also noticed the drain from the upstairs plumbing running out the northwest corner of the house and pointed out that it was too long a run for the toilet drain. I’m not sure what complications that could cause down the line, but it’s good to know.
By the time he left, my wife and I were very impressed. Despite not having the creative flair of CONCEPT, Sumitomo Fudosan seemed to have lots of experience dealing with the structural elements of renovating an old house as well as the procedural elements of the same. We were sitting in the Sobaya around the corner from the house discussing the possibility of splitting the job in two (interior design to CONCEPT, structural work to Sumitomo). That was before my wife turned her iPhone on and started reading Sumitomo’s reviews on various renovation forums.
Wow. The internet was chock-a-block full of complaints. Not of the original renovations themselves, but apparently Sumitomo was absolute shit at after care. There were reports of Sumitomo reps simply not returning phone calls or any form of communication; court cases; refusal to do warranteed repair work… you name it.
That really worried me. There are great advantages to dealing with a big company, especially in Japan: they can frequently get cheaper materials, they have lots of experience with the paperwork involved, and tend to behave much more professionally. We chose a big company (Mitsui Re-House) as our agent, and are very happy with them.
However, the drawbacks to dealing with a big company become apparent when you read reviews like the ones we saw online:
- The sales rep will make promises in order to make the sale (to fill his quota). The rep’s job is to make the client happy enough to sign on the dotted line. That’s how he/she is rewarded.
- Sumitomo will lock in their estimate/quotation, so whoever is project managing the build has the job of doing the work for as big a profit margin as possible. The project manager’s job is to do the work as cheaply as possible. That’s how he/she is rewarded.
- If something goes wrong afterwards, it is not in the company’s interest to do any further work, even if the work is guaranteed.
- Lawyers in Japan are very expensive, and damages paid from lawsuits are paltry, compared to North America. A large company knows that it is not in the consumer’s interest to sue them.
So if a large company seems to be getting bad reviews from former clients (especially if, in this case, the proportion seems MUCH higher than other similarly-sized companies get), it probably makes sense to avoid them.
This was disappointing.
We’ll still let Sumitomo go to the house and do their inspection (they do a much more thorough house check, since their quotation is locked in) and put in their quotation, but we will approach them with extreme caution now. (I’ll probably even ask my wife to talk to Honda-san about the company’s terrible reputation.)
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