This is going to be a little long, so skip to the last two sentences if you want a summation.

We hired Andy OnCall to do tile work in our bathroom. The manager was great to work with, but the original craftsman she sent out did a very sloppy job (the tiles sat at different heights, the grout crosses didn't align, the grout lines where very noticeably thicker and thinner between the tiles, etc.). We weren't happy with the job itself, but did not contact Andy OnCall about it for a while - there was just so much else going on in our lives, that a poor tile job wasn't top priority.

Much later, I emailed Andy OnCall just to say why we wouldn't be returning as customers. I wasn't expecting anything from them so late after the date, but I wanted them to understand the situation.

The manager replied immediately. She came out to look at the floor and sent an excellent craftsman out to fix it. He couldn't fix the entire job - we'd already put a tub in, etc., that made places inaccessible. But he fixed a huge chunk of it - making our bathroom look remarkably better. I'd think that if we'd contacted AndyOn Call sooner, we'd have the whole thing looking this great.

As for the first craftsman - maybe this job isn't indicative of the quality of work he normally does. He did take it on all by himself (all other tile craftsman who'd worked in in our house worked in pairs). I don't remember his name, but I think his business had the name Chelsea in it. The craftsman who fixed the job is Harold Lessner.

I would hire Andy OnCall again and I would recommend you check them out. Mistakes happen - what really stands out is that Andy OnCall stood behind their work.

tl;dr: The initial Andy OnCall craftsman did a sloppy job. Andy OnCall fixed it quickly, with great work, and exceptional customer service!!