We are fairly new to Angie’s List, 2010, but not new to the business of design and remodeling for peoples’ homes. We have been in business for 30+ years. I feel that anyone who reads our reviews on Angie’s List will see that I am willing to admit when I have not done something well for my customer but I’m also NOT willing to allow comments that I know are not true or that skew the truth of the whole picture. So, YES, I am going to defend my business, my people, and my integrity when someone attacks them without having the correct information. She accuses us of dishonesty and states she has proof in email. I have read the emails and that is simply not true. She never fully read her estimate, doesn’t understand her estimate, and assumes this is proof of dishonesty instead of getting clarification from my sales associate or myself. I explain the details of this below. This customer has even accused us of ceasing communication with her. She sent an email on Friday during the day that we did not respond to until Monday. Even contractors take the weekend off. I reached out to this customer personally and wound up leaving 2 voicemails when she felt she had gotten bad information from our sales associate regarding her estimate but she did not return my phone calls. I wanted to talk her through everything and clarify the details in person instead of through our sales associate. So, really, she ceased communication us. Explanation # 1. We do not charge taxes on any of our work. Our estimating software accounts for sales tax on whatever materials are slated to be purchased as part of the estimate and shows them in the estimate. So, on standard line items, it calculates how much tax we estimate we will pay on materials we are buying for her and shows it at the end of the estimate. However, some items are what we call bid items, like her items she wants to use from Home Depot. We account for the material tax manually in the software by including it in the line item costs. This customer also forgets that the line item cost represents the cost to purchase the item plus all applicable fees that may go with that, the cost to remove the old item, the cost to install the new item, all miscellaneous materials that may be needed to go along with installing that item, and equipment cost factor for any line items that require the use of a piece of machinery for installation. There is a lot involved in each line item costs. Her Vanity on home depot was $569 plus tax and freight, so well over $600. So, to have $130 -170 on a vanity line item for all the extra stuff is really not that much when considering all that may have to go into making it work from a pedestal vanity to a cabinet vanity. If I was wrong, then she would have received a credit for whatever monies we did not use on her final invoice. The tax line on the estimate was always there on the last page of the estimate and all subsequent estimate revisions. She just never noticed it until the last one because she was not reading the entire estimate. Explanation # 2. We use the same estimating software that is used by most insurance companies and restoration agencies. It is nationally recognized and approved as a good standard for all contractors to work by. It is required in the restoration and insurance work field that you show your Overhead and Profit as separate line items. I show my profit and overhead numbers at the end of the estimate for residential remodel work, as well, so that you clearly, as a customer, know how much money I plan to make as your contractor. I feel that this is a fair and honest thing to do. I even go a step further, in that, if I didn’t use some of the money that I had allocated for a line item, I return it on your final invoice as a credit. My previous customers will all vouch for me on this because they have all experienced it. They love my work and agree to be references for me. These Overhead and Profit lines were on all of this customer’s estimates and revised estimates. Yet, she did not notice them until the last estimate revision and now calls me a dishonest contractor, accusing me of doing both burying money in my line items and charging profit. How can you as a consumer, look over an estimate to spend thousands of dollars and decide not to look at ALL of the pages!! Then you come on here and try to tell the good people of Angie’ List that you are right and my company is dishonest. Explanation # 3. I am a dealer for most of the products that are needed for kitchens and bathrooms. So, yes, I don’t want to use 3rd party products like Home Depot. I would prefer to use my own suppliers. Yes, as a dealer for those products, I charge a small markup, when I can. I am not, however, a Home Depot contractor. I don’t run to home depot to buy everything I need for every job. My discounts, as a rule, are much better than their pricing. I do not get a 10% discount at Home Depot. I do this work every day, all day, for a living. I made concessions in her estimate to use the home depot vanity even though this is not my normal course of business. Lastly, as I said, we have done business for 30+ years but somehow this customer has determined that she knows better how I should be doing my estimating and sales. Her emails to us say that all her other contractors when she was in Orlando always bury profit in the line items and why didn’t we? That “this was Standard Practice and what I am doing is not.” “I am confusing the customer by showing how much money I make at the end of my estimates.” She has done a few home projects and I do this for a living both in residential remodel and for insurance restoration work. I think I have a much greater perspective on what is “Standard Practice”. Well, 30 years and thousands of satisfied customers attest that what I am doing is an extra step of honesty. For those who actually read the entire estimate, it’s not a surprise!! I explain it to them, they like it, and we move on to do business together. I have had a lot of people question the overhead and profit line items, but when I explain it to them, they all love that I do that for them. That coupled with giving them a credit when I don’t use the money for a line item more than makes them happy to use our service and come back to use us again for future projects This customer did not give us a fair rating or a fair review, nor did she give myself, the owner of this business, a chance to correct her incorrect views of our estimate and business processes before posting this review. Just one little detail to prove that point. She admits my price was better but she grades my price as an F in her review. She grades Punctuality as an “F”? Why, because I took the weekend off? Her entire review is based around a supposition of dishonesty by my sales associate where none exists. She does not understand her estimate. I could have explained all of this had she returned my phone calls. I would gladly show this estimate to her or anyone else at any time and explain the details to them to prove my point. It is a good and honest estimate. I’m thankful to Angie’s List for having the foresight to allow us as contractors the opportunity to reply to these reviews. Bad reviews that we deserve are one thing. Bad reviews with only half the story or without the whole truth are not necessary but they can happen. Bad reviews we don’t deserve are even worse. This gives us the chance to make sure that the whole story is being told so that you, our future customers, can see good companies with good people are out there. Yes, we make mistakes like everyone else in the world. We get things wrong sometimes. But not this time. The review by this customer is a BAD review, and not deserved. We provided a good, fair, and HONEST, estimate to this customer. We would be happy to do the same for you. Thank you