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Across 38 of the 45 Google reviews analysed, the clearest pattern is a split between the on-tools team — Grant, Sam, Wylie, Zac, and others — who consistently deliver quality workmanship, and the office side, where a meaningful number of customers report having to chase quotes, follow up on order readiness, or wait without callbacks. That communication gap is the single most important thing to know before hiring them: if you're on a tight schedule or managing a stressful repair, you'll likely get better results by staying proactive — confirm timelines in writing, ask for a callback window, and don't assume no news means the job is on track.