Since starting Century Cabinets more than 25 years ago, owner Michael Conner has earned a reputation for customer satisfaction. And on rare occasions when difficulties do arise, he believes it’s his role to “step up and be a consumer advocate”–in other words, to do whatever it takes to make matters right.

Century Cabinets has been creating “dream kitchens” for its clients across the East Bay Area since 1982, says Mr. Connor. The company can install custom cabinets to replace old ones, add extra cabinets or give a quick facelift to cabinets that lost their good looks years ago. Century Cabinets’ emphasis on “consumer advocacy” has been rewarded with a referral base that accounts for fully 80 percent of its business.

Century Cabinets also creates dedicated home theater rooms to fit your budget and space requirements. Featuring mahogany, cherry, birdseye-maple and other fine woods, all its cabinetry is protected by an elegant and extraordinarily durable satin-sheen finish that, according to Mr. Conner, stands the test of time and heavy use.

Mr. Conner is intimately involved in the design phase of every project. He’ll visit you at home, sit down with you and plan your design. A full plan is drawn up at the company’s facility, not at your dining room table. Once you have your free estimate in hand, Century Cabinets stands by it. There are never hidden or unforeseen costs. “The job is complete when you’re satisfied, and never before,” explains Mr. Connor.

Century Cabinets offers free in-home consultations, and all its work is backed by a lifetime product guarantee for all Contra Costa County and Alameda County customers.

Refinish or reface? The choice is yours. If you’ve decided to spruce up the cabinetry in your kitchen, one option is to start from scratch. If your budget doesn’t permit it, however, there are two other options: refinishing and refacing.

Refinishing can be an affordable option, says Mike Conner, owner of Century Cabinets, but it can also be a messy process that often requires many hours of intensive labor. All hardware must first be removed so old surfaces can be sanded to the bare wood and cleaned. A layer of stain is carefully applied and allowed to dry. Next comes a layer of sealant, followed by another layer of stain and, finally, a clear coat.

One problem with refinished doors and drawers, says Mr. Conner, is the new stain and finish often don’t totally disguise the look of the old cabinetry.

Another alternative to new cabinetry—one that Mr. Conner recommends—is refacing. When cabinets are refaced, their old drawer fronts and cabinet doors are replaced with new ones. Other cabinet surfaces are covered with a quarter-inch matching wood veneer with mitered corners. From the outside, refaced cabinets are indistinguishable from new ones, since none of the old cabinetry is visible.

Whichever method you prefer, Mr. Conner recommends you always work with a licensed contractor who checks out with the Contractor’s License Board.

Ask your contractor to fully explain the remodeling process from top to bottom. Here are some questions to ask your contractor:

• What can you expect from day to day?
• How will your project proceed?
• To what extent will you be able to use your kitchen while the remodel takes place?
• Will they clean up daily or only at the end of the project?

A kitchen remodel is a large undertaking. The last thing you want is a surprise

Q: I’d like to reface, but I’m worried it won’t look good. How can I be sure I’ll be satisfied?

A: Refacing uses many of the same high-quality materials as our new custom kitchens, including Euro-style hinges and crown moldings. It offers many options: design modifications, adding more cabinets, modifying existing cabinets, new appliance applications such as roll-outs, and so on. You never see any of your old cabinetry from the outside. Your refaced cabinets will look and function like new.

Q: But at some point won’t the veneer start to peel?

A: That never happens. Our methods are very sound—once our refacing is complete, all the veneers become part of the cabinet, so there’s no risk of any delamination or separation.

Q: How do you handle payment?

A: Usually it’s 10 percent down, with the balance paid upon completion. We do that for a specific reason: The last thing you want is to pay 50 or 100 percent upfront and then be concerned and worried while the entire project is taking place. This payment method puts customers at ease. With only 10 percent down, they know we have a huge incentive to satisfy their needs and come up with a good product.

Q: What should I expect while the project is underway?

A: : We completely go over what to expect in terms of coordinating the tear-out, cabinetry, countertops, re-plumbing, appliances, lighting, dry wall repair—everything. We go over it all, from start to completion, so you’ll have a very good sense of the project’s outline and what’s going to take place. It’s really about communication. If the customer feels like they’re being left out of the loop, that’s an uneasy feeling for them.

Q: Are you good about cleanup?

A: Yes. We always use drop cloths on the floors and clean up every day.

Q: Is it OK to leave your crew alone in my house?

A: Absolutely! We’ve never had even one negative issue in this area. And, of course, we’re fully insured and bonded. I never hire anyone to my crew who I don’t totally trust. I have to know they’re solid, not just with their skills but also with their ethics.