Any organization that provides services runs the risk of not pleasing every customer. Unfortunately we were one of the unlucky ones, but we feel it went well beyond what is acceptable in these types of relationships.
During our full kitchen renovation the contractor had multiple issues with his staff - all of whom left the organization halfway through the project. This caused unreasonable delays and some issues with new subcontractors that were Brough in and spreading them between numerous unfinished jobs made a job that went to long go much longer!
The project took far longer than it supposed to, running up costs for us in other areas. Several times during the project we were insulted by numerous people in the organization - including the owner. Basic features that we thought were included were apparently not and we were called liars. There were and still are many issues with the ‘final’ project that is going to cost us more money as we bring in another contractor to complete/fix.
To their credit they did offer to come back and take care of many of the unfinished/problem areas, bust stated they would not do all - but we have passed as we could not deal with them coming back into our house.
I wish it turned out the way it was supposed to and promised that it would - but it did not. As an aside, I have been a manager on a number of construction jobs since the mid-90s - including the construction of a $34 million residential/educational building/$10 million community center/$2 million office renovation.
Ensure you interview well. And something I did on all my major jobs was to have a clause that contained performance metrics and when they were not met, there was a prescribed monetary giveback from the contractor. This will help protect you - the customer. They did give us 15% off the amount held for the final payment, but that does not cover the costs we are incurring in fixing the issues they left.