We started working with Master's Touch LV in February of this year (2017). We contacted Andrew and were immediately met with professionalism and promptness with regard to setting up a meeting to discuss a project we had in mind for our home. After our discussion with him at our home, we decided we would move forward and paid a small, I'll call it a retainer fee, to him so that he could start on drawings and renderings of what we were looking for. In the meantime, his builder came over to take accurate measurements of the areas we would be working in; we discussed with him details about various trim/decorative options we might have, and sent his builder on his way with a couple of trim samples from previous work performed by others prior to this project.
After a few weeks, we were contacted by Andrew to set up a time at which we could go over what he had come up with and the related costs. Again, he was prompt and professional. He presented drawings- nothing of blueprint quality, not really even CAD, or if it was, it was very low level, but we liked the concept and ideas, choosing again to move forward, continuing to discuss wood type, stains, colors, and pricing. At first, I was a little taken aback by the costs, but after thinking it over, this is 'one-off', custom work, and I wanted to get started, and paid 50% project costs.
Part of this project involved matching (to the extent possible), the cabinet color and grain of our existing kitchen island, which was part of a full kitchen remodel a year prior (not performed by Master's Touch LV). We unfortunately did not save any trimmings from the island during its installation, which Andrew could have used for color matching. We discussed a few different ways to navigate this issue and ultimately decided that he would take one of the drawers from the island back to his shop to use for color matching and assured us he would take good care of it, and have the drawer back to us in a timely fashion.
Over the next several weeks, Andrew contacted us a couple of times with status of the project, and during the 3rd week of April, installation was scheduled and completed over a couple of days, at which time the drawer from the kitchen island was returned. The installation appears to have went smoothly (I wasn't at home, but my wife was), and I was very satisfied with how it turned out- it was hard for me to picture the final outcome from the drawing(s), but it is beautiful.
A couple of days later, Andrew contacted us to arrange pick up final payment and we set it up for later that same evening. This had given my wife and I some time to really look at the project, and there were some minor, and I mean MINOR things that we felt should be addressed, and I mentioned this to Andrew during this call. These were things like a little nick in a piece of trim, and nail/brad holes that I thought should be filled, along with a couple of pieces of stained trim that were much lighter than the rest of the project. Bigger than that though, was the damage that had occurred to our island drawer while in his possession. He said he would take a look when he came over, but sounded genuinely disappointed that we were talking about these minor issues we had with his project.
When he arrived, I immediately pulled the drawer from the island; he looked at it and agreed that it did not look like that when he turned it over to his builder, and asked if he could take it back to the builder to have it taken care of. That was on April 20, 2017. He also looked at the issues we had with his project, and basically was talking in circles about how we should have noticed these things while the builder was there on the project and had him take care of it then, as now WE would have to pay to have them come back out to meet our standards. First of all, I wasn't there, and secondly, my wife was not going to stand over professionals working in a field she knows nothing about and tell them how to do their job. At any rate, Andrew ultimately stated that he would see what he could do to get his builder back out here- remember, that was April 20. We paid the remaining balance on the project and he left (with the damaged drawer in hand).
To this day, July 24, 2017, we still do not have our island drawer back, and no one has come out to take care of these little details on our new cabinets.
From April 20, the day Andrew picked up final payment and the damaged drawer, until June 6, (WHEN I TEXTED HIM), we did not hear a word about the status of either of these two issues. Within 5 minutes of this June 6 text, he responded that he had tried to schedule out here 'several times' (without even contacting us??) but the times didn't work, and that he would let us know 'this week' (his words) a time when the guys could be out. I thought, ok, people get busy and forget, and let it go. So we hear nothing until I get a text from Andrew on June 20, 14 days later, stating 'sorry for the delay, extremely busy- it should be next week, I'll let you know an exact time as it gets closer'. Uh.... ok. Today is July 24... still nothing.
Summarizing, Andrew is a likable contractor, seems to know what he is doing, does beautiful work (or has it done), albeit at a premium price, and is prompt and professional throughout the life cycle of the project to the point of final payment. But once that occurs, as always, you're on your own.
