Dear [member name removed], I hope this finds you well. In reply to your review and the grade you gave us, here’s a detailed account of all of our communication with you, in order for everyone to see exactly what happened, and to demonstrate our professionalism in dealing with all of our clients. On 3/16/15, you purchased our Big Deal of 4-labor hours of drywall repairs for $120.00, with the following suggested service dates: “Morning (AM) on 3/27/2015 Morning (AM) on 3/24/2015 Morning (AM) on 3/25/2015” We responded to you on the same day, 3/16/15 with the following message (some information has been replaced by xxxx to protect our privacy): “JCabido Remodeling 3/16/2015 Hello [member name removed], Thank you for purchasing the deal! Please read the following message and let us know that you understand and agree with the terms. Also, please e-mail pictures of the damage and a description of the work to xxxxx@xxxxxx or text them to (xxx) xxx-xxxx. Once that is done, we will proceed to scheduling the job. Thank you! This Offer Includes: *$120 for four labor-hours of drywall or plaster repair (one contractor for four hours or two contractors for two hours each); extra time can be purchased for an additional fee *Deal includes labor only *At the time of service, prior to starting the work, service provider will do a walkthrough to cover scope of work and an estimate will be provided The Fine Print: *Deal must be purchased through Angie's List to be eligible for discount *Not valid for cash back *Deal cannot be combined with other specials or offers *Deal cannot be applied to current or past jobs *Deal is for residential service only *Appointments are to be performed during regular business hours (Monday - Friday) *Standard 48 hour cancellation/rescheduling policy applies or a $75 trip fee will be collected at time of service *Limit one deal per person/household *Wall and ceiling height restriction = 8 feet *Supply trips, set up, and clean up time will be included in hours purchased *Image may not reflect exact product/service *30-Day Refund Guarantee *Promotional value expires three months from date of purchase; paid value never expires *Please let provider know if there's any question or concern about the service or about the terms and conditions. Provider will address any questions or concerns until you are 100% satisfied” At that point, on 3/16/15, we penciled you in for one of the three dates you requested, and waited for a response. We did not receive a response. So, we contacted you again, and sent the same message on 4/1/15. Again, we did not receive a response. So, we contacted you a third time, on 4/15/15, with the same message. Note that the message asks the client to read and let us know if they understand and agree with the terms, it also asks for pictures and a description of the work, it explains that deal is for labor only, etc... It’s very detailed, and it’s the same information you see before you purchase the deal, so it’s nothing new. Everyone who purchases the deal, sees this exact information on the purchase page (there's no contract to discuss, it's all spelled out). On 4/20/15, around 12 pm, we received a text with some pictures, and no name or any other information. We asked your name, and you texted it to us. We also received a Message Center message saying you had just texted pictures, and asking for an appointment that same afternoon, or the next morning. By the way, we have a record of all of these communications. We called you back on the same day to schedule the job, you requested an afternoon appointment, we were booked, but rearranged some things, and were able to fit you in ASAP, and he offered you “next Monday, arriving between 11 am – 1 pm”, and you said that was fine. We put you on the schedule for Monday, 4/27/15. We received no other information from you, no description of work, no message stating that you read and understood the terms and conditions, as requested 3 times. Then, on Sunday night, at 9:05 pm, April 26th, the night before your scheduled service, we received a text from you requesting that we schedule service for Wednesday, April 29th, at 8 am. On 4/26/15 you also sent a message through the message center, asking for April 29th, at 11 am, then another message asking for April 29th, at 8 am. Even on a Sunday night, we responded right away, at 9:28 pm, saying we’d look into it and get back to you. At 9:30 pm, after looking at the schedule, we reminded you that you were on the schedule for the next day, arriving between 11 am – 1 pm. We asked that you please confirm. On Monday, at 1:16 AM, you responded “No sir”. Then at 10:54 AM you texted again asking for Wednesday, at 9 am. At 10:54 AM we responded, saying we’re not available on Wednesday, and that we sent you a message through Angie’s List, and asked for a reply. At 10:59 am you said “not good this is becoming too cumbersome to schedule”. The message we sent you on 4/27/15 through the message center, was too long for a text message. In summary, it asked if you agreed with the terms and conditions from the messages dated 3/16/15, 4/1/15, and 4/15/15 (showing you a history of when we contacted you), giving your two dates for our next available appointments, giving you the list of materials to provide. In reply to your message that it was “too cumbersome to schedule” even after we contacted you numerous times, got no response, finally heard from you and went out of our way to fit you in, then you forgot your appointment and cancelled the night before (not complying with our 48-hr cancelation policy detailed in the 3 initial messages we sent to you), never gave us the information we requested in the first place agreeing with the terms and giving us a description of the work, and then complained that it was too difficult to schedule, we texted you back on 4/27/15 at 11:00 am, explaining that we contacted you several times, called you, etc, got no response, but if you would like, you could request a refund from Angie’s List. Then, at 11:30 am you replied, saying we didn’t contact you several times, we were mixing you with another customer, the texts were the only contact you received, saying we requested photos and you sent them to us immediately (if texts were the only contact you received, where did you receive the request for pictures from? We didn’t have your phone number until you texted us the pictures!), saying YOU had to track US down, etc, etc, etc. Then we actually sent you screen pictures of the messages we sent to you, showing dates, etc… Anyway, we could go on and on, but the bottom line is, on 4/27/15, you agreed on May 21st as your service date, we sent you more messages through Angie’s List, we are still waiting to hear back from you about agreeing with the terms and conditions, and it’s now 5/1/15. However, in the meantime, on 4/27/15, you posted a negative message on Angie’s List and gave us an “F”! So on 4/30/15, we sent you a message asking you to revise your review and your grade, and reminded you of all of the times we contacted you, explained that your review did not accurately portray the sequence of events, did not at all portray our way of doing business, etc. And your response was the following: “I would be glad to revise my response if you get me a date starting 8 AM on a Wednesday ASAP and if you are nice professional people that are very polite, start working on arrival, do not take a lot of breaks, and get a lot accomplished in the 4 hours.” So, after all of this, we would like to inform you that we no longer wish to do business with you. We feel that nothing we do will be sufficient to please you as a client, and that our communication will continue to be misconstrued, and we ask that you please request a refund from Angie’s List. Thank you for all of the texts and messages, so we could see who we’re dealing with. Have a wonderful day.