Although we are happy with the end result it was at times a painful process. I guess you could consider our project a 'smaller' one, although it was big to us....we were converting a bedroom into a master bathroom then upgrading the main family bathroom.
We did feel our project got pushed to the side a bit while other bigger projects were being delt with. I also question the experience of our project manager, he seemed rather inexperienced at times. The communication between himself and the subcontractors was horrible...lots of things were missed, for example we asked for a custom niche in our shower, the tilers finished the shower without including it so had to go back and rip apart the tile..
I also wasn't a fan of the amount of sub-contractors that were coming through our house. I am a stay at home mom and there was never any warning as to who was coming and when, they had a lock box on the door so people would just walk through. I was putting the baby to sleep one day and could here footsteps coming up the stairs, on a day when I was told no one was coming. I ended up removing it from the door so they had to knock.
Every single one of the trades had to come back at least once to fix something that wasn't done properly in the beginning. Not sure if this is a normal process or not but seems rather inefficient to me. Also, be wary of the 'allowances' they give you for things like tiles, plumbing etc. We were pretty much forced to use their tile supplier...which is based out in Smithville...not overly convenient. And despite picking the cheapest tile available we were still way over on the allowance.
I am sure this is a great company to work with on bigger projects, but I think for us we just didn't fit with their style of doing business. We are now renovating our basement and have gone with another contractor who we are very happy with.