All I can say, it that in any business you will have happy and unhappy customers. I am a refinisher so I know how it goes.
I have never had any personal direct dealing with this company although i have to undo what they did then refinish two of their bathtubs in my career. Now that could have had happened for any number of reasons.
But i have a friend who is also a refinisher and had to repair some of their work as well in another State.
This is my indirect experience with this company. But overall, they are suppose to be a decent Franchise.