I've heard the owner can be a grumpy so and so but in my own personal dealings with the man, he's been polite and professional every time. Even replaced a receipt I'd lost for the purposes of insuring my bike.
I was phoned within an hour of ordering my wheels and frame and asked if I was sure I wanted Sputniks as despite the listings available on their website, he could build up any rim and hub combo as I pleased. I was offered a choice of colours for the head badge and transfers too.
I betcha Specialized, Trek, Halfrauds etc wouldn't do that.