We had Jim (and Reach Restoration) repair our chimney (from the roof upwards) 10 years ago. He did a great job and his work has stood the test of time (thus far). However, we had an issue with our property management company in that Jim wasn't paid in a timely manner. As a result, when tuck pointing was required a few years later, Jim wasn't interested. Instead, we had a different company (also rated well on Homestars) do the tuck pointing at that time.
This time around, I called Jim (and Reach Restorations) again. After assuring Jim that I would be on top of the payments from our property management company, Jim did a ground floor analysis in order to provide quotes. Once the lift was on-site, he was able to do a close-up inspection of the second and third floor brickwork. It turns out that the previous tuck pointing was done using mortar that was too hard (given that our building was built in the 1920s and needed a more lime-rich mortar).
Throughout, Jim was communicative, accommodating, took photographs, and provided fair pricing for the additional work that we requested once the work was underway. His work was well done, the mortar colour match was better than expected, and he went out of his way to accommodate the tenants and neighbours. Entrusting the job to Reach Restoration was the right decision.