We had Royal Oak install a complete new replacement staircase and handrail. The first staircase was not built to our design specifications. There was a misunderstanding with the "project manager" who decided that a simple staircase didn't need to be symmetrical even though that was what was decided in the consultation. The stairs, although well built, were immediately covered over with plastic and boarding so the incorrect build was not noticed initially. Once noticed the "project manager" was notified and after much discussion sort of admitted that he screwed up but Royal Oak would take no financial responsibility for the error and instead charged us another ~$1500 to rebuild the staircase properly.
The handrail installation was another matter... the installers chose to set up their saw indoors (the entrance porch/foyer) and proceeded to manufacture sawdust that covered our newly renovated (and cleaned) quarters with about a quarter inch of said sawdust. When confronted with this concern, the workers just shrugged it off saying there was no way they were willing to walk any farther to their saw (note... at the same time our kitchen cabinets were being installed and those installers had set up their saw outside, and these guys were actually appalled by Royal Oak's lack of respect for the premises). And to further make things less than satisfactory, the tape used on the floor bullnose by the installers was not the "light tack" variety, instead it actually removed the finish from the floor when pulled up.
So all in all, our experience with Royal Oak was extremely frustrating and expensive. We will never deal with them again. The only reason we choose to give them a 2 star rating is that the finished product is quite nice... but no one should have to go through what we did to get there. Be forewarned!
