"Thanks for your kind words. I especially appreciate you sharing how we communicated and how you were treated respectfully. That's very important to us and I am very glad to hear it."

"Thanks for sharing your story with other members. I always encourage people (as does Angie's List), when a service call doesn't go according to plan, contact the company and explain your concerns. Most small business owners are honest people who want to take care of their customers (especially those of us who have the honor of being top rated AL companies). In this case, the member was very polite and reasonable, which made resolving the problem very easy. It was my pleasure to work with you and find a good solution."

"Thanks for your great review! It was a pleasure meeting you as well. This gives me a great idea! I'm going to send the techs to my house to do some work on my basement. I need the motivation to clear out all of my junk!"

"Thanks for the great review. Always nice to hear from another satisfied customer. Hope we have the chance to work with you again soon."

"Thanks for taking the time to share your positive experience with other members. I'm glad that you mentioned that John wanted to be sure that you were pleased. I find that taking the time to ask questions before we start, involve the customer as needed as the job proceeds and yes, make sure the customer is satisfied before we leave. Good to know that we are following through."

"What a great review! Thanks for sharing. I'm glad that you were pleased with our service. Thanks for sharing your experience with other members. It's a good example of the commitment to excellent service on which we pride ourselves. We look forward to working with you again!"

"We have been privileged to do many projects for this member over the years, and we have enjoyed working with her every bit as much as she indicates she enjoys our service. Thanks for another great review!"

"Thanks for taking the time to share your experience with other members. Very sorry to hear that one of the screws on the flange is preventing the cap from going on. We'll call you today to set a time to come back and fix this - no charge. Thanks so much for calling it to my attention, and thanks for being a loyal Mr. Handyman customer!"

"What a terrific review! Thanks so much. I'll be sure to read this aloud at the next team meeting so that John can get the recognition he deserves for doing an outstanding job."

"Thanks for taking the time to share your positive experience with other members. I'm glad that you were pleased with our service."

"Thanks for choosing Mr. Handyman. We are glad you were pleased with our service and look forward to working with you again soon."

"Very sorry that this member was not happy with our policy. It is true; we do not do free onsite estimates - we estimate most of our jobs over the phone. For a simple drywall repair, we really just need to know how large the area needing repair is. Some folks aren't comfortable with that, and that certainly is their decision to make - but we incur the expenses when we do estimates, so we try to avoid that by asking pertinent questions, or having the customer send us pictures. We literally serve thousands of customers successfully using this procedure and have won 11 AL Super Service Awards in the process.. I'm not sure how offering to apply the $158 back to the cost of the job is a hard sell. I'll have to give that some thought. What we are doing, basically, is refunding the cost of the estimate for those serious customers who choose to move forward with their project."

"Thank you for sharing your experience with other members. I'm glad that you were pleased with the quality of the work performed. It is true that getting a quality job done by a reliable professional can cost a little more, but I believe there is great value in getting a project done, quickly, correctly and professionally."

"Thanks for taking the time to share your experience with other members. I really appreciate your very balanced review and accurate assessment of the issue that arose on this service. I have contacted this member via email and offered to credit the expense of the second tech. The member is correct that this charge was inappropriate. Sometimes a technician runs into an issue that he can't solve. Because we believe in providing excellent quality service, we will, if necessary, dispatch another technician (in this case our Lead Tech) to help out. We will then work with the customer to determine what is fair in terms of the billing. In this case I believe that the charge was inappropriate - the extra time and expense should not have been borne by the customer, and so I have offered him the appropriate refund (or credit on a future service). Thanks again for calling this to our attention and thanks for choosing Mr. Handyman. I hope we will have another opportunity to prove ourselves."

"Thanks for your review and for the many kind words you included. Very sorry that this job took longer and cost more than the original estimate. But you were very understanding and it was a pleasure to work with both of you. I believe that Ken was hoping we could repair the shed door and Jim made the determination after starting the job that it needed to be replaced. So that's our fault for not making a better assessment, for which I apologize. I hope we will have the opportunity to work with you again on another project, and I'm glad that you were pleased with the quality of the finished product."

"Thanks for sharing your experience with other members and for the "straight A" report card!"

"Thanks for your positive review. We enjoyed working with you as well and look forward to working with you again soon!"

"Very sorry that we were not able to please this customer, but I do appreciate her sharing the photographs, which show the quality of our workmanship. Also very sorry that communication on that initial day of service was poor. We absolutely should have called when the rain prevented us from finishing, and we have apologized for that. (the tech called the office and we called the customer, but the office did not have the cell number she had given to the tech that morning, so we called and left a message instead of reaching her on her cell- just a dropped ball in our line of communication). I should point out that the job took a total of 8 hours, which is in line with our estimate. The member did not pre-purchase the Storefront Deal (cost is $398), but instead presented us with a “screen shot” of the coupon that she had printed and the tech subtracted the $470 face value of that coupon from her bill. She was upset when we called to say that we could not honor the coupon until she went on line and purchased it. Sorry if there was something unclear about the way that the coupon is presented and explained on Angie’s List that led to this confusion. The material on the door “that appeared to be some kind of primer” was the wood filler. There was a fair amount of gouging on the door and it needed to be filled before being sanded and painted. We did inform the customer that we would have the necessary materials “on the truck.” We did not mean to imply that the supplies we take off of our truck are free - simply that the tech would not have to run to the store during the service to get what was needed. I believe we are pretty clear about explaining the cost of materials, but I have re-iterated to our team the importance of making that point clearly up front. In this case, we subtracted $100 off the bill as a gesture of goodwill for that confusion (more than the amount that we initially charged for the materials). In our last communication, the customer indicated that she was satisfied with that solution. Sorry to learn now that she was ultimately not satisfied by the solution that we offered."

"Thanks for your kind words. I'll be sure to share them with the entire team at our next staff meeting. Thanks for choosing Mr. Handyman!"

"Thanks for pointing out that the tech did an assessment of whether additional work was needed and did not find anything. It points out two important things about our company of which I am very proud. When we do a job, the technician is careful to make an assessment as to whether any additional work is needed. Of course, if it is, we hope the homeowner will allow us to perform the service - but more importantly, we believe it's important to give our professional assessment of what issues the home has and what maintenance items may be required to save the customer money in the long run. The second part of that statement 'that he found none', is important too. We give an honest assessment. We don't try to sell services that aren't needed. We want to be your "go to guy" whenever you need home repair, maintenance or improvement, and we do that but being honest and trustworthy with all of our customers. Thanks for sharing your experience with other members."

"Thanks for taking the time to share your positive experience with other Angie's List members! We appreciate the kind words."

"Thanks for your positive review. I'm glad that you were pleased with the service"

"Thanks for your kind words. I will be sure to share your comments with Ken at our next staff meeting. Very glad that you were pleased with the service, and we look forward to working with you again soon!"

"Thank you for sharing your positive experience with other members. I'm glad that you were pleased with the service."

"Very sorry that we were not able to provide service for this member so she could see the quality of our workmanship. Also sorry that there seems to have been some confusion over how we work. For example, we tell customers that we are "on the clock" if we have to leave during the job to go get supplies. But we bring the drywall, tape, mud, screws and adhesive with us. And the customer is welcome to go to the store for other incidentals if this comes up. We make it a point to explain this up front so that there are no surprises on the bill. And the hundreds of other A grades on here from customers who actually had work done are testament to the fact that, yes, we know how to complete a drywall project quickly, efficiently and with an excellent quality result. I hope that indeed, the member will try us again on another project and appreciate her leaving the door open to that possibility."