The initial contact and setup of an appointment for the job was a breeze. Unfortunately the handyman (who shall remain unnamed) that performed the work at first did not do a thorough inspection of the area, and rushed to apply Grout right after applying Thinset to the tile... something I learned later from the next guy and DIY searches that is not good practice. It led to an un-doing of the fixes within a day or so!! I called in to have the work re-done and was pleased by the attention and priority the House Doctors team (Amanda, Lynnwood) and the Owner (Hugh Sutherland) gave. Hugh was genuinely interested in ensuring the job was completed to my satisfaction and personally visited my house to evaluate the work previously done. Amanda was quick to get me scheduled back on the calendar and Lynnwood came out with Hugh to evaluate what would be necessary to complete the repairs. The job as it turned out, while small scale, was not an easy fix. The combination of water seepage under a few tiles from previous showers did not sit well with the brand of Thinset and Grout that was being used. Probably a freak example, but one that would be difficult to diagnose without trail n error. It was frustrating to all parties involved, because of the time commitment required to apply, dry, test, grout, seal etc. Hugh even lent me their dehumidifier to run over the course of a few days to dry out all the moisture in the air and underneath the tiles at no additional cost. He dropped it off personally vs. having me pick it up! The job took a total of 3 weeks to complete - but all throughout Hugh made regular contact with me to check on the status and ask if there was anything else he could help with. Ultimately we had to try a different brand of Thinset and Grout, which did the trick; the dehumidifier was also a contributing factor that helped a great deal. Amanda and Lynnwood were very courteous through the process and kept me updated on schedule availability etc. I was treated as a priority customer, and after meeting with Hugh and Lynnwood I could sense the pride they take in their work and quality commitment. Lynnwood was very patient and took care in his work. Its been a week now since the shower floor has been repaired, and its holding up great. Hugh checked in with me a few days after the job was complete to confirm if things were to my satisfaction. THAT is how customer service is delivered!... and THAT is what brings repeat customers. Had it not been for the attention and commitment down from the owner to the staff, i think i may have blown off this company for another chance after the first failed repair. But this goes to show, that if the contractor and the customer work together in a collaborative way - the job can be done to satisfaction with no qualms. I will definitely be considering them for future work.