"THANK YOU SO MUCH FOR YOUR FEEDBACK. I’M GLAD THAT ULTIMATELY YOU WERE SATISFIED WITH THE FINAL RESULTS. I ALSO APPRECIATE THAT YOU NOTED THE AREAS IN WHICH YOU WERE LESS THAN SATISFIED. I ASSURE YOU THAT IS NOT THE WAY WE NORMALLY DO BUSINESS AND SINCE RECEIVING YOUR COMMENTS I HAVE TAKEN STEPS TO RECTIFY IT. THANK YOU ONCE AGAIN. PEOPLE LIKE YOU WHO TAKE THE TIME TO COMMENT ALLOW US TO IDENTIFY AREAS WHERE WE NEED TO MAKE IMPROVEMENTS. OUR ULTIMATE GOAL IS TO HAVE YOU RAVE ABOUT THE ENTIRE EXPERIENCE FROM BEGINNING TO END. SINCERELY, MARY JEAN ANDERSON PRESIDENT"

"WITH THE GOAL OF 100% CUSTOMER SATISFACTION, WE HAVE LEFT SEVERAL MESSAGES FOR THE MEMBER WITH REGARDS TO HIS CONCERNS POSTED ON ANGIE’S LIST. SINCE WE HAVE HAD NO RESPONSE TO DATE, WE HAVE SENT A LETTER WITH AN OVER PAYMENT REFUND OF $42.00. ACCORDING TO HIS ON-LINE RESPONSE, THE MEMBER COULD NOT PRINT OUT THE ONLINE DISCOUNT COUPON, & THE TECHNICIAN DID NOT GIVE HIM THAT DISCOUNT. HE OBVIOUSLY IS A CONFIRMED ANGIE’S LIST CLIENT, THEREFORE WITH OR WITHOUT THE COUPON, I FEEL THE OFFER SHOULD HAVE BEEN ALLOWED. I HAVE USED THIS CONCERN AS A TRAINING ISSUE WITH ALL TECHNICIANS. I CANNOT ADDRESS THE CONFUSION OF $128.00 VS. $182.00 UNLESS I HEAR FROM THE CUSTOMER. I CAN TELL PROSPECTIVE CLIENTS CONSIDERING USING US, THAT ALL PRICING IS PRE-PRINTED ON OUR INVOICES AND IN PRICE BOOKS. WE DO NOT HAVE A PRICE OF $128.00, BUT WE DO HAVE A PRICE OF $182.00. OUR TECHS ARE TRAINED TO GIVE ALL PRICING TO THE CUSTOMER UP FRONT. THE CUSTOMER THEN SIGNS FOR THE WORK AT THE AGREED PRICE, PRIOR TO THE WORK EVER STARTING. OUR PRICING IS PRE-SET TO AVOID POSSIBILITY OF A MISUNDERSTANDING. IN THIS CASE, I REVIEWED THE INVOICE AND IT IS APPROPRIATELY SIGNED AS AN APPROVAL TO PROCEED, AND THEN AGAIN SIGNED AT THE COMPLETION OF THE JOB. HOWEVER, OUR POLICY IS 100% CUSTOMER SATISFACTION, THEREFORE IF THE CUSTOMER STILL FEELS HE WAS MISLED, I WILL REFUND THAT DIFFERENCE. THANK YOU, MARY JEAN ANDERSON, PRESIDENT."

"THANK YOU TO THE MEMBER FOR COMMENTS GIVEN ON QUALITY, RESPONSIVENESS, PUNCTUALITY, PROFESSIONALISM & OVERALL GRADE OF A. I WILL CONTACT HIM TO ENSURE 100% SATISFACTION, WHATEVER IT TAKES. REGARDING PRICING, WE USE A PREDETERMINED PRICING SYSTEM. WE HAVE FOUND THAT CHARGING BY THE JOB IS MORE EFFICIENT. YOU RECEIVE ONE PRICE REGARDLESS HOW LONG THE JOB TAKES. IT DOESN’T DEPEND ON THE TECH & HOW FAST HE MAY OR MAY NOT BE. YOU KNOW THE FINAL BILL BEFORE WORK BEGINS. SOME COMPETITORS ALLOW SERVICE TECHS TO DETERMINE A PRICE ON THE JOB AS THEY SEE FIT, THEREFORE PRICES GREATLY DIFFER. OUR PRICES ARE NOT HIGHER THAN COMPETITORS WHO OFFER EQUAL VALUE. WE CHECK THAT REGULARLY. WE USE HIGHEST QUALITY PARTS & ONLY CERTIFIED JOURNEYMEN PLUMBERS. KYLE, THE TECH ON THIS JOB IS A 10 YR EMPLOYEE WITH MULTIPLE CERTIFICATIONS & IS LICENSED. WE PROVIDE TECHNICALLY SOUND TECHS AND TAKE MEASURES TO ENSURE OUR CLIENT IS SAFE. DID YOU KNOW PLUMBING IS ONE OF THE TOP 5 TRADES TAUGHT IN PRISON? WE DO EXTENSIVE BACKGROUND CHECKS, DRUG TESTS AND PSYCHOLOGICAL PROFILING TO ENSURE YOU GET THE VERY BEST PEOPLE & YOU ARE SAFE. OUR WARRANTIES ARE SUPERIOR TO COMPETITORS. OUR MIN GUARANTEE IS 2 YEARS, MOST 5 YEARS AND OUR REPIPES 20 YEARS. ANOTHER PLUMBER MAY PERFORM SERVICES AT A LOWER FEE BUT CAN YOU REACH HIM FOR HELP IN AN EMERGENCY, IS HE LICENSED, INSURED AND BONDED? WOULD YOU TRUST THIS PERSON IN YOUR HOME AND WOULD HE REFUND YOUR MONEY IF YOU WERE NOT SATISFIED WITH THE WORK? WE DO & GUARANTEE IT."

"WE HAVE THOROUGHLY REVIEWED OUR RECORDS FOR THIS CUSTOMER AND HAVE NO RECORD OF SERVICING ANYONE BY THAT NAME. WE FURTHER LOOKED AT ALL TOILET REPAIRS AND CANNOT FIND A MATCH. AT THIS TIME, I DO NOT BELIEVE THIS IS OUR CUSTOMER AND WAS POSTED TO OUR NAME BY ACCIDENT. I HAVE A CALL IN TO ANGIE’S LIST TO SEE IF I CAN OBTAIN MORE INFORMATION. WE PERFORM QUALITY CONTROL CALLS TO ALL CUSTOMERS WHEN WE COMPLETE AN APPOINTMENT TO ENSURE THEY WERE HAPPY WITH ALL ASPECTS OF THE WORK WE HAVE PERFORMED. THOSE RECORDS SHOW NO COMPLAINT. WE HAVE A 100% CUSTOMER SATISFACTION GUARANTEE, THEREFORE IF THIS CLIENT READS MY RESPONSE; I WOULD APPRECIATE HIM CALLING ME DIRECTLY SO THAT I CAN DO WHAT EVER IT TAKES TO MAKE HIM HAPPY. THANK YOU, MARY JEAN ANDERSON, PRESIDENT"

"I WILL PERSONALLY CONTACT THIS CUSTOMER RIGHT AWAY. I WILL PULL HIS INVOICE AND SPEAK TO THE TECHNICIAN INVOLVED. I DO NOT WANT AN UNHAPPY CUSTOMER AND ESPECIALLY ONE THAT FEELS HE HAS BEEN TAKEN ADVANTAGE OF. I WILL NOT TAKE ADVANTAGE OF ANY CUSTOMER, NOR WILL OUR TECHNICIANS. IF SOMETHING WENT WRONG, I WILL MAKE IT RIGHT. WE ARE GRATEFUL FOR ALL BUSINESS AND ALL CUSTOMERS. OUR GOAL IS TO NEVER HAVE AN UNHAPPY CUSTOMER FOR ANY REASON. OUR COMMITMENT IS 100% CUSTOMER SATISFACTION. WE LIVE BY OUR MOTTO, "HAPPY TODAY OR YOU DON'T PAY". I WISH I HAD KNOWN ABOUT THIS EARLIER. THANKS ANGIE'S LIST. MOST SINCERELY, MARY JEAN ANDERSON, PRESIDENT"

"PLEASE NOTE THAT WE CURRENTLY OFFER A DISCOUNT COUPON ONLINE FOR ALL ANGIE’S LIST CUSTOMERS. USING THAT COUPON WAIVES THE EVALUATION CALL FEE. APPARENTLY, THIS MEMBER DID NOT SEE THE COUPON OR MENTION SHE/HE WAS AN ANGIE’S LIST CUSTOMER. PERSONALLY I WOULD AVOID ANY COMPANY THAT OFFERS FREE SERVICE. WHEN I HEAR FREE, I MUST QUESTION THIS. LOGIC SAYS, EITHER THEY HAVE NO WORK AND THEY ARE DOING ANYTHING THEY CAN TO GET INTO YOUR HOME TO FIND OR CREATE WORK, AND I WONDER WHY THEY WOULD BE SO SLOW WHEN WE HAVE BEEN WORKING DAY AND NIGHT TO KEEP UP WITH ALL THE BUSINESS. OR, THEY PLAN ON MAKING IT UP ON THE BACK END. OUR COMPANY HAS HIGH STANDARDS AND VALUES. OUR AWARD-WINNING TEAM OF TECHNICIANS ARE HIGHLY-SKILLED, EXPERTLY TRAINED, AND PROVIDE THE BEST SERVICE IN OUR COMMUNITY. WE ARE UPFRONT ABOUT OUR EVALUATION FEE BECAUSE WE FEEL IT IS A SMALL AMOUNT TO ENSURE YOU ARE GETTING A QUALIFIED TECHNICIAN IN YOUR HOME. OUR TECHNICIANS UNDERGO RIGOROUS TESTING, INCLUDING A PERSONALITY PROFILE, DRUG TEST, AND MOST IMPORTANTLY A CRIMINAL BACKGROUND TEST TO ENSURE YOU ARE GETTING A SAFE PERSON IN YOUR HOME. I AM HESITANT ABOUT A COMPANY THAT MIGHT CHARGE BY THE HOUR FOR WORK AND OTHER VARIABLES THAT ARE NOT UP FRONT. THANK YOU FOR ALLOWING ME THE OPPORTUNITY TO RESPOND. MARY JEAN ANDERSON, PRESIDENT"