We hired this company to build a custom fireplace / entertainment unit. What was supposed to be a 12 week project ended up taking 26 weeks total from deposit to finish.
The delay was largely due to the first fireplace not complying with the contracted spec and not meeting the manufacturer's published clearance requirements. Instead of using cement board or non-combustible material for the fireplace face as specified in the original contract, they used "fire-rated" plywood. The dealer and manufacturer were adamant that this was unacceptable and posed a fire risk. This company told us they use this in other fireplaces, (even though their own contract spelled out cement board with tile for the face of the fireplace). After some back and forth and refusing to pay the balance of invoice, the company agreed to correct it. Unfortunately, the second time around the final tile job was not satisfactory. The jagged cut metal edges were higher than the trim piece and the work was sloppy. The exposed tile edge of the fireplace actually cut my finger when I touched it. When we asked Troy said he is not available and we need to work with his worker to resolve the issue. The project was delayed a couple more weeks because the worker didn't initially have the right tools and materials needed to replace the fireplace for the third time. We finally got our fireplace done correctly. The finished product looks great, but it took us not accepting the sub-standard first and second versions.
Additionally, there were small details that we were disappointed in for this project. The stark white electrical outlets with no plate cover is not what we expected. With a custom black background for the TV, we expected these to be black so they blend in to the background and included a simple outlet plate. It was an easy fix so we did it ourselves. We were also disappointed that we incurred an additional $300 out of pocket for additional tile due to the company's mistakes on the first and second tile installation.
The total cost of the project to include the fireplace was nearly $10K. We simply wanted something that reflected this premium price and wouldn't burn our house down. We eventually got there, but it took more time, money and personal involvement than we expected. Ultimately, the fireplace unit is worthy of a 4 or 5 star rating, but the process getting there bumps it down to just a 1 or 2 star. read more