Member Comments: “Overall the experience was frustrating.” Given the member’s experience, it is understandable that he was frustrated. We apologize for that. “Upon purchasing the deal from Angie's List, I received an email stating that Junk King would email me within 2 business days to schedule an appointment. 9 days passed without hearing from Junk King. Angie's List then emailed me to confirm that I had made my appointment with Junk King. When I responded that I had not heard from them, Angie's List contacted Junk King and told them to schedule the appointment. “ It’s quite clear that things got off to a bad start for this member. We agree that : - The member purchased a coupon from Angie’s List on October 15th, 2012 (The member paid Angie’s List $69.00 for a coupon that could be redeemed for up to $168.00 worth of junk hauling. This represented a savings of $99.00 for the member and was aimed at our typical, average job size. The $168.00 was based on our standard pricing sheet for up to 120 cubic feet - Since we know we did the job for the member on October 25th, 2012, his recollection of waiting 9 days is accurate With that said, however: Each time a member availed themselves of the “Angie’s List Big Deal” we received an email notification providing us name, address, phone number, etc. of the person who purchased the coupon. Each and every one of the Angie’s List 60+ emails we received always contained the following information: “An Angie's List member has purchased a Big Deal from your business. The member has been instructed to contact you within the timeline specified to schedule their Big Deal. Details are below.” Given Angie’s List’s considerable expertise in implementing this kind of promotion, it was our understanding it made good sense that the onus for initial contact fell to their members, primarily because many/most of the purchasers did NOT have an immediate need for our services, but were instead making the purchase in anticipation of a future need. “Soon after, Junk King's general manager emailed me and told me that I was confused and that it was my responsibility to contact them.” It is true that we sent an email to the member. In fact, we sent exactly the same email to ALL of the members who had purchased the “Big Deal’ coupon to that point. We did so because it was increasingly apparent to us that some of the members were not entirely clear about how the coupon redemption process was meant to work. In our attempt to bring some clarity to the situation, we sent the (verbatim) email below: Wednesday, October 24th, 2012 Dear Angie's List subscriber, First, thank you for purchasing an Angie's List 'Big Deal' coupon earlier this month. We believe you will be glad you made that buying decision. Now that you have your certificate, it appears there may be a little confusion about what is supposed to happen next. The 'fine print' in the offer says that, when you have all your 'junk' identified, and are ready to take advantage of the offer, all you have to do is give us a call to get your job scheduled. It seems you may have been one of the people who instead expected us to call you first. We're sorry that we didn't do a better job of describing the process. In any event, we have received your name, address, phone number from Angie's List and we're ready to help you with your fall clean up at a day and time that works best for you. Thanks again! Regards, Mike Stroud General Manager Junk King of Kansas City 1-800-995-JUNK (5865) We are sorry if the member was offended by the above message. “I made my appointment and they told me I would be the first pickup of the day”. We agree with the member’s statement that he was our first scheduled job for the day. (9am -11am) “On the day of the appointment, the truck showed up around 3 hours late. About 45 minutes after my appointment time, I called Junk King. They told me the truck coming to my house had one other stop to make before my appointment – even though they had initially said I was the first appointment of the day.” Since the job occurred about 5 months ago, we confess that we do not have sufficient information to dispute his statement concerning the time delay, and we quite frankly have no desire to do so. It seems clear that we did a very poor job of keeping the member fully informed about the situation. In our research, however, we do know that the truck slated to handle his job had mechanical problems, causing us to bring a different truck and crew to his home “Then the truck drivers could not find my house. They went to the wrong address, delaying them even more”. We agree with the member’s statement. The address listed in our job order simply didn’t exist, and it took us a few minutes to figure out the correct address. (‘When it rains, it pours’) One thing I would like to mention is the fact that the guys in the truck who actually did the trash removal were very hard working and did a great job. We appreciate the member’s candor; in fact, our crews get consistently high marks for friendliness, honesty and work ethic. I’m very proud of them; they are really good guys, and one of the biggest reasons people call us back to pick up some more junk. It’s nice to know we did at least some things right. My complaints are about the slow response time in setting an appointment with me, the general manager's attitude about their slow response time, and the truck showing up 3 hours late. In summary, we fully understand that the member did not have the positive experience he expected. In our defense, the job occurred in October of 2012. The report was filed about 5 months later. Because that is true, it would appear we did not have a realistic opportunity to rectify the situation at the time of his complaint. We have scoured our email exchanges during that period, as well as our landline and cell phone logs during that period and cannot locate information that would allow us to respond with more specifics. Bottom line to all this? The member believes he was treated badly. Perception is reality. We will refund his money, and we are quite frankly happy to do so. With any luck, ‘God willin’and the creek don’t rise” the member will decide to give us another chance to do better. We’d like that. Mike Stroud General Manager 913-233-9742 (cell) Call me any time, about anything, and I WILL get back to you. You can also reach me at mikestroud@junk-king.com. Looking forward to hearing what’s on your mind. Really.