I apologize for the extensive reply, but I do like to reply in detail. The member purchased 2 handyman deals for $199.00 each (2 handymen for 4 hours). Even though our coupon clearly states 1 coupon per household, we still honored both purchases. After several emails and telephone calls, we finally set a date and time. The first date was cancelled on my part, (eye injury) but again, we arrived to start our 4 hour deal only to find out that their “honey-do” lists would take more time than what was paid for. The member handed us a paper with a pencil drawing of what her husband Alan wanted done. According to her, Alan started the gazebo project a very long time ago and he would take forever to complete. She also stated that Alan never finishes what he starts so that is why she hired us. After viewing the gazebo project, we also viewed a laminate flooring project for her living room. She requested that we start on the gazebo first and that she wanted us to schedule her flooring project for a week later. We all decided that it was too late in the day to start the gazebo project so we set a further date to which we all agreed. Before we left, my husband, Leo made it very clear that the existing furniture including a baby-grand piano needed to be removed prior to the flooring installation and that moving the furniture back and forth over the newly installed floor was not only good for the finish but that it was also time consuming. Upon our arrival on the gazebo project day, after several minutes of speaking with Mrs. Fulmar and her still not knowing exactly what the husband requested, she finally called Alan so that Leo could get the facts straight. As soon as we figured out his requests, we immediately started the project with the materials that they had on site. At no time were we to complete the flooring. In fact, flooring was already completed with composite decking coupled with the uprights and partial wall studs. We were only requested to continue with the uprights (cut off tops that Alan could not handle), install roofing beams and zinc roofing coupled with walls studs. During our time there, Leo and Ricky worked constantly. In fact, some of Alan’s work had to be redone as it was not done correctly. (Roofing beams were not level) Yes, I was on the phone, but I am the one that not only physically works, but the one that also runs the business. I have a Bluetooth stereo headset which hangs around my neck thus allowing me to use both hands to perform work as I did that day and any other day. As I have stated in some responses, I will answer your call as I did hers while on a project. As for the music, that is also available through my headset… I did not know that we were not permitted to listen to music while we work. The member constantly stopped me from working and/or pulled me off the project to ask questions about other projects and made several comments as to how Alan again never finishes his projects… In fact, during one of the conversations, she stated that she wanted to only use half of 1 of her coupons for him and leave the balance for the laminate flooring project, thus giving her 6 hours for her project and only 2 hours for his project. After a few moments, she decided that she wanted us to complete as much as we could that day and that she would pay us for the additional time spent on the gazebo. She had already at that time asked about our hourly rate. Because, they had purchased, what we thought, was the incorrect roofing materials, we had made the decision to stop the project at which time the member requested that we wait for Alan. At this time, we were well over the coupon time so we packed our tools up, cleaned up the area and waited. After Alan’s arrival and him viewing what we had completed, he stated several times that we did a great job. In speaking with him as to the excessive cost of the bamboo that they were going to use as the walls, we suggested using PVC lattice. Agreeing that I drive to Home Depot, I did so and purchased one piece of lattice so that the member could view and make a decision. After returning from Home Depot and temporarily installing the lattice, I presented Alan the invoice coupled with the Home Depot receipt. (The invoice was for 4 additional hours) That is where his demeanor changed. We now didn’t do that great of a job; we were slow; he could have done it himself in less time, he did not expect us to charge him for us waiting, making the trip to Home Depot and taking time out to talk to the member, etc. Even though we charged for 4 additional hours of which we all worked, seeing and hearing that Alan was upset, my husband & I decided to discount the invoice by 1 hour, thus only paying for 3 hours. At this time, the member arrived back home after leaving for a business meeting. She was very pleased with our work until Alan must have explained what had transpired while she was not present. Her demeanor also changed. After seeing the changes, I asked if we were to return to complete the gazebo or the flooring project and she replied, “the flooring”… Prior to leaving the premise, we were asked to assist in moving the zinc roofing to his trailer so that he could return and get the proper roofing materials. Yesterday, as scheduled, we arrived at their home to complete the flooring project only to be met at the door by the member with an attitude. Not only did she not verbally greet our employee Daniel and me, but when she did not see Leo, she made the statement of, “oh, there are only 2 of you”! I replied, “no, Leo is unloading the tools”. (Now, keep in mind that our coupon states 2 handymen, but Leo and I sometimes bring in another person for assistance… This is not a guarantee!) Upon entering her home, we noticed that the Fulmars completed the removal of the old laminate floor but left the existing underlayment which was filthy and all the furniture was pushed to one side of the room except for the piano. That was left right where it was originally. I had to sweep the floor but the underlayment was so old and dirty that it was sticky which did not allow me to remove all of filth. After I finished sweeping, Daniel brought in several boxes of laminate and placed them on top of the underlayment for inspection. Prior to starting the project, I wrote up an invoice for the 4 hour coupon and stated clearly that Customer agrees to 4 hours and that any additional hours would be billed at $90.00 per hour and that we would not be responsible for the underlayment. She signed and I gave her a copy… At this time, I called Leo in the house to assist in moving the piano that weighed out at about 350 lbs. Both of us opened those boxes and inspected the product as well as the grain (pattern). While doing this, the member entered the living room twice only to make the statements, “If you all work diligently, then we should finish the floor within the time”. Because of her attitude and what had transpired on the previous project, we ignored her rude comments and continued working. Once we figured out which way the pattern was running, Daniel and I started laying the floor while Leo was making the cuts only for her to approach Daniel and I again to tell us that we were installing the floor incorrectly. She also stated that the floor did not look like the one in the showroom and that from what the delivery guy told her we were installing the floor wrong. At that time, we stopped the project to go over exactly how she wanted the floor installed. We listened to what she was saying, but when we made a comment as to how we install laminate and how it should be installed, she stated that we do not know what we were doing… Again, I ignored her rude comments and continued working after she agreed to let us do our job. Approximately 30 minutes into the project, she went up to the second floor of her home only to look over the railing and again state the same… I then went outside to speak to Leo about her comments only for both of us to make the same decision as to pull off the project. While she was sitting in her car on the phone, (on the way to the vet), she sat there and watched us. I was at that time on the phone with my AL’s rep. She approached us and asked if there was a problem. I replied that we have made the decision of pulling off the project. At that time, I asked Daniel to clear the area and pack the tools. I entered the home again to grab my binder and her file. I started writing notes. While on the phone, I was rudely interrupted by the member. She walked over to me and demanded my reps name and grabbed her folder from my hands and stated that she wanted to write her own notes. Even though she was ignorant as to the way she spoke and grabbed the folder from me, I continued to speak to my rep because after 25+ years in the business, we have never found ourselves in this situation. At this time, we both agreed to refund her the $199.00… When I explained to the member that we were refunding her the money, she blurted out that she always uses Angie’s List, that she had never had any problems until now, that she has other contractors that she could call and that she writes reviews on all contractors and ours would not be good… Sounds like if we didn’t complete the project, we would get F’s… Oops guess what we got!!! And if she had other Contractors to call, why did she call us? Because she wanted all this 700+ sq. ft. room installed for $199.00… We offered to restock the boxes back in the foyer, but were told no. My husband & I agreed that even if we completed this project, we would have had to fight for our monies at the end of the day, that she would have never been satisfied and that she would have still given us an F, so again we made the decision to pull off the project… At this point, there was no satisfying her. We are very pleasant people and we have always gone over and beyond. These are the Customers that we Contractors hate. If I could in any way warn other Contractors about the Fulmars, I would. This was the worst experience we have ever encountered.