Kitchen or Bathroom, Approach with Care

These guys are predominantly a kitchen renovator, but recently started venturing into bathrooms. So maybe our two bathroom project served as a bit of a test case, with the end result thankfully being a (qualified) success.

Overall, we're very satisfied with our bathrooms - they're beautiful and a massive improvement and we luckily have only limited complaints about workmanship - but the experience has unfortunately left a bitter taste. It started well enough, with the consultation and design process led by the interior designer being handled very professionally and efficiently. But then we got to the implementation phase...

Having a look at the various reviews available on this site and Facebook, it also looks like we were lucky, maybe due to the smallish size of the project, to come away reasonably satisfied. I would want to echo many of the complaints already posted surrounding customer service - it's non-existent. The project manager provided a haphazard, threadbare project plan, that was changed at random without any notice. He was on site a total of two times, and never while work was ongoing, so basically there was no supervision. As the client you have to do the project management yourself and "babysit" the contractors as another commenter put it. They would arrive without being briefed and at times actions clearly demonstrated the project manager being confused about the specifics of the project. He would also alternate between being unresponsive, rude, passive aggressive or agitated with our questions, of which we had a lot due to a complete lack of direction. Best of all, as has been pointed out by others before, the whole thing is family run, so directing any complaints directly at the company is pointless. We're happy to have come off unscathed, and relieved to be done with them. If you do use them, which I would caution against, I think you need to get clear commitments up front about how the project will be managed. Having been relatively inexperienced with home renovations, we got slightly burnt in this area.