I actually read this less than mediocre review with a crooked little grin on my face. The member is a good person and I agree - we clicked right off the bat with regard to our “clean line” design sensibilities and a shared very “European” approach to her project. As a result, when everything is said and done, I’m sure she would agree her bathrooms are stunning. There was quite a bit of “out of the box” thinking done during this remodel and I believe that many of the issues and challenges stemmed from trying to temper the clients design aesthetic with good solid construction practicality. Please read on as I believe this and other reasons for her report will become clear. Although the member and family were away on vacation for the month of the project, all good, many of my clients choose to do this, her husband [member name removed] returned after two weeks and shortly thereafter sat me down in their kitchen and told me that I had not been his first choice for general contractor, that the member had insisted upon hiring me, and that he had begrudgingly acquiesced. He seemed to be out to prove a point to the member from the moment of his return, making frequent impromptu appearances at the job site, demanding changes and work beyond / different from the anticipated scope of the remodel, stopping progress, pulling my workers off the job and actually sending one home! [Member name removed] would return home at night, turn off all the lights, take out a flashlight and shine it on the new surfaces / work done that day, going over everything inch by inch. No kidding! It reminded me of Halloweens past when we as kids would take a flashlight and shine it under our faces, outrageously distorting our features to scare each other. My point being, that he was pointing out small, small anomalies that otherwise would not have been visible or would have been nominally visible at best under normal lighting conditions. He would then send pages and pages of texts and emails to me each night, cutting me, my crew and our work performance to the quick. It became a chore and a burden for my workers who have a minimum 20 years of experience each, and who have plenty of experience dealing with even the most persnickety clients, and myself, to face a day of work over there. Yet, we persisted because in the end, we are professionals, have a job to do and want the best for all of our clients. When the member returned home, I felt as if she was fighting the same uphill battle that I fought and that although she was trying to approach everything with an open mind, the antagonistic environment that had been created during her absence simply could not be overcome by either of us. I would like to address a few of the items mentioned in particular. The clients requested a trench drain be installed in the master shower area. These are usually reserved for larger commercial showers, so my team and I got together and discussed, decided that although it was probably overkill, it was ok to use. We located it in the center of the shower floor, as is traditional so that the pitch of the floor would not be running toward any wall. The clients insisted that it be relocated directly abutting the base of the showerhead wall as they had seen in a picture, in our minds, placing their aesthetics over practicality as the lowest point of the shower floor is now running directly into a wall fostering potential moisture issues. However, we again discussed and agreed to move it for them and reinstall at no additional charge because as a standard, we always double up the shower pan membrane and run it an extra distance up all walls as an added measure to preclude the possibility of water penetration. Another typical curbed shower floor treatment is the use of small mosaic or tesserae tiles. These are preferred because larger tiles can crack due to the pitch of the floor, become unsightly, sharp, cut feet and damage the shower infrastructure beneath. Because the bathroom floor tile that the member chose did not come in the small tiles my tile installer cut each tile into 3 x 3 pieces for the shower area, smoothed and rounded all edges and was ready to install. [Member name removed] came home, stopped installation and insisted that full sized tiles be used regardless of the potential consequences I explained to him. This is one of those situations where what do you do? We ended up installing the larger tiles because we were at an impasse with whom we were now beginning to consider to be an unreasonable client and progress on the project had again been brought to a standstill. There are two standard Kohler shower enclosure heights that can be ordered in the particular style that was chosen for this project. Because it was to sit on top of the bathtub, we chose the shorter of the two. The client preferred a taller one (in all honesty I agree it was the better choice) which extended to just below ceiling height, [member name removed] let us know, we ordered it, paid the restocking fee for the first, expedited shipping to keep the project moving, picked it up within a few days and installed it. The mention of it as “wrong”, in my mind, clearly demonstrates the antagonistic mindset of the client. Not sure about the scratch on the master bath cabinet door – must’ve been a function of the old flashlight trick. Yes, there was indeed a small chip on the upper left corner of the mirrored door to the medicine cabinet, we offered to have a new one shipped but the client declined. In 20 20 hindsight we should’ve ordered the door and had it shipped to them. Addressing the paint, again in all honesty, yes there were things such as drips that were touched up – not a lot but they were there. As for the bulk of it though, whether one tapes or paints purely by hand and eye, there can be a teench of ambiguity/ irregularity between wall and ceiling lines and there can be small differences and variations in the texture between existing walls which have been painted numerous times and the new walls. Anyway, the point being, the clients were dissatisfied with some of the original paint job so I brought in a second person, a meticulous artist friend of mine and paid her for a full day of painstakingly doing any and all touchups the client requested. I must point out here that when the client was pointing out several of the spots, my artist friend could not see what she was pointing out, so out came the old handy dandy flashlight. My artist friend turned to me with a surreptitious eye roll of “what the heck is going on here you poor thing? “, still not seeing anything. I was feeling a little better at that point, realizing that I wasn’t the only one that couldn’t see many things being pointed out as issues. At that point though, I also realized that there was a different level of perfectionism as perceived by myself and a typical client and as perceived by this client, a fundamental and probably insurmountable difference. Absolutely can’t imagine bringing in a third painter! What I decided to do though, was to complete the project to the absolute best of my ability and to move forward. That is all that one can do in that situation. And… last but not least, the grout! There was indeed some efflorescence in the grout. A dark brown tile was used and dark brown grout. Efflorescence is actually a common occurrence in tile work and occurs due to water used in the mix, moisture conditions in the house and substrate, and the composition of the particular batch of grout mix itself. This is usually invisible because most grout is light and so is efflorescence. However when dark grout is used the efflorescence is more visible. My tile installer returned twice to treat the grout and darken it up. The client remained unmoved. I got a call from the tile supplier who told me that the client had called them and sent pictures of the floor asking for support and was told that this is a standard occurrence, the efflorescence slight and within acceptable parameters. Regardless, and in good faith, I had my installer return, tediously remove all the grout from between the tiles, use different water, purchase and use a different grout mix and regrout the entire floor. Later I was told they brought in someone else to regrout the floor a third time however I was not allowed to see the finished bathroom and when I asked for the name of the person who did the work so I could gain further insight into the issue, I was told no. Hmmmmmm. So in closing, from my naturally sunny point of view, this report, although at first blush seemingly negative, really serves as a testament to my persistence, flexibility, patience and goodhearted nature. Although frustrating on my end of things as well, I will use this project as a learning experience and glean from it all that is positive! If future clients would be so kind as to hide all flashlights though, it would be greatly appreciated :-) Kristi