Of course it is our desire to provide each client, whether new or existing, an excellent experience on every occasion of their patronage. Obviously, on this occasion, we were, regretfully, unable to provide appropriate satisfaction to Member. While I understand and fully respect that Member was dissatisfied with events as they occurred, it seems necessary, for clarification, primarily because email communications were occurring between three people, to provide comment toward a few of Member’s listed statements. Please see following: A) Actual proposal was $3,600.00, for the services of wood trim replacement and prep & painting of home – per my emails of 4 / 28 & 29 / 2014. Per my email to Member & Member’s spouse. B) Proposal was accepted via email by Member’s spouse on 4 / 30 /2014. C) Communications, which occurred primarily with Member's spouse via email, did take place on 6 / 13 and 7 / 1, regarding start dates for the project. In my email of 7 / 1, it was stated that work (weather permitting) would most likely commence "mid-July". D) Email confirmation was indeed given to Member's spouse on Monday morning, July 14th, stating that the prep, priming, and painting process would commence that very week, the week of July 14th - 18th. E) We did commence cleaning and rinsing of the Member’s home on Thursday, July 17th, and concluded that work on Friday, July 18th. Regretfully, I had forgotten to give a quick phone call notifying them that we were on the way to commence the pre-arranged and agreed-to work. F) The team member from our company who was at Member’s home to provide service, in this case, my son, Jon, has been described in Members text as “a strange man”. My hope and belief is that Member was attempting to communicate that our painter was unknown to their house guest, not that he himself was “strange”. However, to fully clarify the truth and fact regarding the employee who was at Member’s home: Jon is clean-cut, polite, and professional. Jon dresses appropriately for the service we provide and conducted himself in a professional manner while at Member’s home. G) Member has proclaimed in above text that it was stated, via email by me, that "we were only there one day". In fact, only one statement was issued by me, verbal or written, regarding when we were at Member’s home, and that email was to Member’s spouse (hence, I believe, the misunderstanding of what I had stated). From my email to Member’s spouse on Monday, 7 / 21 /2014 @ 7:36 AM, regarding days on which we were at Member’s home – “Such services were provided to you on Thursday, July 17th and Friday, July 18th. We were not at your home on any other days, including Saturday, July 19th.” H) Located at Member's home there are three outdoor water spigots of which we are aware, two of which our employee stated that we used - the spigot located at front of home and the one which is located at garage side of home. We carry multiple hoses in order to be able to access all sides of most homes via one or two connections to spigots. Spigots can be arranged on home exteriors in the most unusual places, so we hook up as needed and extend with our own hoses. I) Hooking up the water supply to the Power Washer in order to commence work requires the water supply to be turned off at the spigot. Likewise, when completing operations with a Power Washer, the water supply must be turned off. We regret that the water spigot at the back of the home was apparently left on, but to the very best of our knowledge, that occurrence was not of our doing. J) Member's description of the phone conversation of Tuesday, July 22nd, and my recollection do not share complete agreement. It is true that I did state during that phone conversation that I would follow-up the phone conversation via email and concluded my end of the phone conversation with that statement. That action has been deemed inappropriate by Member for that phone conversation; accordingly, I extend my sincere apologies to Member. K) In my follow-up email to Member and Member’s spouse, which email occurred on the afternoon of the same day as the above referenced phone conversation, I plainly stated “… I will, at your direction, resume work at your home on Monday of next week.” That email was sent at 3:48 PM on Tuesday, July 22nd and indicated a potential re-start of services on Monday, July 28th. Member notified me via email that same evening that they would not be moving forward with our services. L) Finally, as a courtesy to Member, because we do indeed care for our clients, both new and existing, and in light of the fact that circumstances had created a strain in the business relationship, I had included in my final email to them the names of two very large painting companies which might have been able to provide a quick turnaround for their needed services - should they make the decision to not move forward with us as the service provider. Based on some of the circumstances of this job, we have learned and therefore determined to implement more comprehensive communication with clients as appropriate regarding progress toward start dates of projects, and to work on improving overall communications. Our apologies to Member and her household for not fulfilling their expectations for this job opportunity. We wish them the very best success as they move forward with their needed work. Respectfully, Andrew Wagoner