While I am definitely not totally satisfied with our overall performance with this particular client, I in no way believe this review to be completely fair and accurate. Firstly, when I initially responded to this client, I counseled them to contact an architect for a preliminary drawing, so that whoever ended up looking at the job and bidding it out, they would all be looking at the same sketch and working from the same baseline. From our experience, that always is helpful in getting "apples to apples" bids. I also provided them with the contact information for a very cost effective and experienced architect that we have worked with many times over the years. By providing them with the contact information for an architect, was I in any way committing to do their job. I simply knew that they were going to need construction drawings, regardless of who ended up doing the project, and so I was seeking to be helpful in providing them with good direction and a good referral right from the start. They were obviously free to accept or reject my free advice, with zero obligation to our company. After this client obtained the preliminary construction drawing from the architect, I agreed to meet with them to look at the project. This client's recollection of our conversation is very different than what I tried to communicate while meeting with them. I was in no way a broken record, reciting over and over how busy we are. I simply stated to them the same thing I tell every potential Angie's List client: Because we are one of the top rated remodeling companies on Angie’s List in the whole area, we receive dozens and dozens and dozens of calls from potential Angie's List clients. I explained to them that there is simply no physical way that we can provide each and every one of those clients with a written proposal, as that is all we would ever do, is write up proposals. That being stated, I explained that I also realize that our company isn’t the perfect fit for every homeowner. As a result, at the initial onsite bid appointments, I seek to thoroughly explain who we are and what we are about, in an effort to see if it appears as if we are a good fit for the project or not. In no way do I ever discriminate against a potential client, letting them know if they “qualify” for our company, as if we are a superior judge. That just simply is not accurate and is in no way a reflection of who I am personally or professionally, and I did not come across that way with this client. If I had, they would not have been pressing me so much for a follow-up price. This client also said I gave a “ballpark” estimate off the top of my head, with nothing in writing. While there is some truth in that statement, it is far from the whole picture of what transpired here. I spent over an hour of my time, free of charge, working through each aspect of their potential project with them. After identifying each aspect of the project, I attached numbers to each aspect, even adding them up right in front of them. I bid hundreds of jobs and can typically quickly assess a relatively accurate ballpark bid for potential clients. They mentioned that I requested further detailed drawings. The reason for that is because it was clear to me that they were still were not clear on exactly what they wanted to do, as they were entertaining additional remodeling options even while we were meeting. I simply was trying to communicate that no one could give them a final, detailed proposal without final drawings being established. Finally, they are correct that I do not write up a detailed, polished estimate until I have been awarded the job, as long as I come in within the price range of the preliminary price that I establish with them. My clients always tell me that my proposals are the most thorough they have ever seen, which can be verified by many of the Angie’s List reviews on this site. That being stated, I spend many hours generating a detailed proposal for a large remodel. I cannot “donate” dozens of hours to projects that I am not going to be compensated for. They are correct that I did not want to come out and invest more time, effort and energy into the bid process, until they had decided if they wanted to work with our company as long as we came in at the ballpark price range established. They said, FINALLY, I agreed to review the detailed drawings and give a more detailed quote. That is accurate, and I should not have agreed to do so. Based on similar experiences, I should have firmly stuck to the bidding system we have put in place, as there is good reason for us doing it as we do. Also, it is absolutely not accurate that they never heard back from me. After a period of time had elapsed, I called them with an update, and told them that I was sorry for not having sent them another more detailed price quote. She responded that they thought maybe we weren’t interested in the job. I assured her that though it could appear that way, that was in no way an accurate assessment of our posture, but, rather, we had gotten extremely busy and were struggling to accommodate both potential and actual client demands. At the time, she seemed to be appreciative and understanding. She also stated in that phone conversation that they were disappointed that they hadn’t heard back from us, as they really liked us and were hoping to possibly work with our company. Again, if I had presented myself in such an unprofessional, careless and condescending way, she would not have told me that in this last phone conversation we had. I will be contacting this client again and apologizing for not providing them with the more detailed quote as I committed to do. As always, I hope each potential Angie’s List client will look at the almost four dozen other reviews that we have, most of whom we have actually performed work for. This is the first D grade that we have ever received, and we have rarely received anything lower than an overall A grade for a client that we actually worked with. Also, again, if I had not presented myself and our company in a professional manner, this client would not have been so interested in having me present them with an additional detailed quote. While I am in no way trying to be argumentative or unkind in this response, I do believe it is important for me to provide clarity to this review, as we invest many hours into servicing our Angie’s List clients, and maintaining one of the top ratings in the whole area. Aaron Byers President, Swartz Builders