On his first trip, John arrived on time, met with us, showed us some samples of his work, explained the process and materials he uses. He quoted the price in writing. When we were ready to have the tub refinished, John came (again on time) and removed the tub, (from the second floor) and took it back to his shop to refinish it. (We had contacted two other tub refinishers, both of them were totally unwilling to move the tub.) He told us it would take about 2 weeks to complete the project, and it was exactly 2 weeks later when he returned the tub. (They carried it back up stairs). During the process of doing the work, John called and asked to return to check the color of the feet on the tub, since we wanted them to match the radiator in the bathroom. He brought a foot he had painted, and checked it. He was not satisfied with the color match, so he took some pictures, and made some adjustments to the color he had used......When he returned the tub, the color match was excellent. The tub looks good. We are pleased with the quality of the work. There is a 5 year warranty with the tub. The price was about $40.00 more than other refinishers, but the work he performed was far more that other refinishers were willing to do, and we are very satisfied that we made the right decision using North Shore Specialties.