We first met Terry in late August 2016, and we liked him right away. He's knowledgeable and offered ideas that we appreciated. Initially, things went smoothly. We put down a deposit in mid-September, approved Terry's drawings on 10/3, and had our first round of cabinetry delivered on 10/31. So far, so good. Our first hiccup was indirectly related to Terry's work; he recommended a supplier for quartz countertops, and we trusted him on this. Unfortunately, we later found that supplier to be unresponsive, especially in terms of standing behind their work. That's a subject for another review! Given that our initial experience with cabinetry had been positive, we offered Terry additional work in the form of custom closets, a built-in fireplace mantle, and mouldings/casings for three rooms. He was also to paint several custom doors that we had made by a local manufacturer. We approved his proposal for the additional work on 11/17 and paid for all of the work sans painting (including certain work not yet completed, unfortunately) on 12/13. This is where our experience unraveled. First, a project that we thought would be complete by the holidays came to a grinding halt. We started having trouble reaching Terry, and then he would tell us that he had been sick and/or his guys were either sick or out. Some of that was understandable with the holidays approaching, but we started to see a pattern of excuses develop. For the next few months, we went back and forth. Among the items already paid for, Terry owed us 30 closet shelves, 6 closet rods, an access panel, all hardware related to those items, and 2 sets of lateral file hardware, along with numerous touch-ups. Terry eventually agreed to deliver the closet shelves and rods to us by 2/23/17, but they didn't arrive until 3/17 (and then only because we were ready to accept them unpainted). We never did receive the rods, access panel, or lateral file hardware. We had to adjust the door and drawer hardware on our own, and we learned that the cabinets weren't as cleanly-manufactured as we'd first thought. Doors vary in thickness, openings aren't square, etc. Painting and staining, however, was an area of special concern. When the initial delivery of cabinetry had been made, we saw that a number of touch-ups would be required, and Terry reassured us that these would be no big deal. But his crew had a very difficult time correcting these defects. Even after taking doors back to the shop to be 'completely redone', they would return with damage. On several occasions, I asked Terry if my painter should handle the work, as I was wanting to be fair with Terry and was thinking that he would be losing money. But he expressed confidence in his work and claimed that "it wasn't about the money". In the end, all that this did was cost us a great deal of time. The same was true of staining done to our office casing; this was to be color-matched to our new windows, but the guys were not able to achieve an even finish. In the end, there were so many runs and other defects in the paint and stain work that was performed by Terry's crew that we had to hire our own painter to correct them, where possible, as well as to finish the shelves and other parts. We spent over $5,000 to have another contractor complete the repairs and touch-ups, as well as for us to source, purchase and/or fabricate hardware, e.g. custom closet rods, custom lateral file bars, etc. (not counting our time to do so). The result looks very good, but it was time-consuming and very costly. We believe we were as patient and polite with Terry as we could be throughout this process. When we kicked off this project, we really thought he would be "our cabinet guy" from that point forward. Sadly, that wasn't meant to be, and we found ourselves empathizing with this BBB complainant: [*** Link removed ***] We ultimately reached out to Terry one last time, on 3/23/17, offering him the opportunity to deliver what we had paid for back in December, but we never heard from him again.