I really wanted to be happy with this company; however, we had nothing but problems during the renovation of our bathroom and have had several issues since completion. The biggest selling point for this company was that we would have two points of contact managing the project and that they did not use subcontractors (they assured me that this meant that they could have one tradesman right after another, completing the project quickly and correctly (since these were licensed professionals, that were company employees on all of their projects)).
They were, by far, the highest quote we got (by $15,000) but assured us that the quality they provided was worth the additional cost.
During the bathroom renovation, we had trouble getting the company's people to show up for several weeks. Our main frustration was that the lack of communication. After several instances of no-shows, I specifically and repeatedly requested to be informed who was expected to come that day (or if nobody would be coming). We tried to be reasonable and flexible regarding this, knowing that sometimes these things are beyond the company's control; however, the lack of communication was frustrating.
We were originally told that the project would take 2 to 3 weeks (our contract providing that it must be completed within four weeks). Six weeks later we had a (mostly functional) bathroom. They blamed the 2 week delay on change orders (basically updating the plumbing and electrical; something we had discussed during the meeting to get the original quote. I strongly suspect that the two "leads" managing the project have never actually done construction themselves as they seemed puzzled by things like lath and plaster in 100-year-old home - again, despite discussion of the lath and plaster during our initial meeting).
During the installation of the plumbing, they had one of their guys working on the bathtub who was not a licensed plumber; he ended up breaking the valve in the faucet and a new one needed to be acquired (They told us they could not get a new part for three months as the piece was proprietary; thankfully, I was able to contact the restoration hardware directly, explain the situation, and they sent an entirely new trim kit). This time, they did have the plumber install it. When we tried it out, he had to be called back because he had not installed it correctly to run hot water. The water now gets warm (not hot - slightly above lukewarm) and needs to be repaired.
If that was the only problem, I would be thrilled. However, we have since discovered that the overflow drain was not properly installed (despite having opened the walls and ceiling below to replace all the plumbing). It now leaks into the ceiling downstairs every time the water hits the overflow drain and has damaged the plaster.
About three weeks after "completion," the pull on the trim kit that switches the water from the bath faucet to the shower head pulled out of the faucet (as it, also, had not been installed correctly - so the water no longer goes to the shower head at all).
We had electrical updated and additional outlets put into the walls. Only the outlets on one side of the bathroom work; the other two outlets (opposite wall) have no electrical current.
The countertop on the vanity was not leveled when installed so now water splashes out of the sink and pools against the wall behind the sink. Unfortunately, it has already started to seep into the drywall, despite our best efforts to keep the area dry.
The caulk was messy and inexpertly applied (thickly globbed around the one side of the toilet, not fully covering the portion that connects the sink to the countertop).
Finally, the towel-bar and toilet-paper roll holder were installed into drywall without any anchors, so they pulled out within two days -- they had to be repaired and reinstalled.
The bathroom looks lovely (primarily due to the perfectionism of the tiler, who was meticulous and did fantastic work). I wish it functioned as well as it appears. As the saying goes: it's good from far but far from good.
The team also installed railings on our deck (which needed to be repaired several times before they stopped wiggling loose and were safe for use) - similarly, had trouble getting them to show but nothing nearly as egregious as the bathroom.
In the end, I wish I had done better research and looked into Better Business Bureau complaints against them before I hired them (for the record - they have 3 official complaints and an F-rating). read more