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From 21 of 25 Google reviews analysed, the clearest pattern is a team that actively manages client anxiety — named staff like Manu, Nicole, and Deb appear repeatedly for real-time communication, daily cleanup, and accompanying clients to select tiles, which is genuinely unusual for a building contractor. The ratings trajectory is worth noting honestly: two reviews describe serious tile defect disputes where cracked marble was used and remediation became protracted and contentious, including one involving warranty claim refusals — though these represent 2 of 21 reviews in the sample, which is at the threshold rather than a widespread pattern.