I wanted to write you to address these concerns. First and foremost, I thank you for purchasing the deal and trying our service. I am sorry and disheartened that you were so clearly dissatisfied with the service, and even more so that you did not attempt to contact us directly with any of your concerns. I assure you that if you had concerns at the time, you would have found our customer service more than responsive. Now, in regards to what you wrote about the service. For starters, the amounts are inaccurate. You wrote that you were upsold on $150 worth of additional work. Actually, the total for all repairs was $240. We did the following in addition to the gutter cleaning, which you purchased as a deal through Angie's List: 20 feet of gutter resecure (normal price $130) done for a total of $60 1 vent boot replaced (normal price $125) done for a total of $100 2 shingles (normal price $75 each) done for a total of $80 From your comment, I am not sure what you are exactly unhappy about, the price, or the time. I will address each. The prices we charged you were discounted from the printed prices on our invoices. Our prices are printed on the invoice so that our staff cannot charge more than what is the going rate for a repair. We are the only company in our industry, the only one out of 53 gutter cleaners, that print their prices. Our prices determined by a combination of all our cost for doing the service itself, running a professional, legal company and an 18% markup for profit. That is our profit margin. For the $240 you spent, after paying legally employed, professional staff, gas, liability insurance, worker's compensation, health, dental, office rent, materials used in your service, taxes, advertising, office staff, and various other expenses, your $240 led to a profit of $43.20. Now, could you have gotten the work done cheaper? The answer is yes, but it would have been cheaper work by a handyman on Craigslist who doesn't have to pay for the expenses a professional company has, and who wouldn't have the experience or 3-year-guarantee that you pay for with us. Could you have gotten a professional, fully-insured company to do the work for less than us? No. I said that two factors go into our pricing. The other factor is competition. Our printed prices are literally based on the lowest fully-insured competitor price we've received from quotes. By printing these prices on our invoice, our crews can never, ever charge more than any professional competition. They do, however, and as in your case, deduct the price depending on the quantity of work being done. In regards to the issue of time, this is something I can only say I take exception with. I don't know how long it took, but I know two things for certain, one more than the other. The first thing I know is it takes 5 minutes to get all the materials out of the van and on the roof. It takes 5 minutes to wrap up the tools and ladders and put them back in the van. That gives the crew 5 minutes to do all of the following: lift up the shingles around the vent boot. Remove the old vent boot. place new the new vent boot on. Seal the vent boot. re-shingle the shingles around the base. Drill 1 7 inch screw through the aluminum, and then through the fascia board and rafter tail behind the gutter. Do this 9 more times. move down 2 feet. Do this 9 more times. Tear 2 shingle tabs off a sheet of shingles. Nail the two shingles down where the old shingles are missing. Tar the nail holes. Now, I don't mean to paraphrase MY COUSIN VINNY, but, "Are you sure about that 15 minutes". It took me almost 10 minutes just to type it out. Now, granted the work was done by two people, and some of these repairs can be done independently, meaning one is doing 1 repair, the other doing another simultaneously. That being said, it was longer than 15 minutes to do the repairs. Either way, this point doesn't matter. What matters more is the second point about the time, which is . . . It doesn't matter how long the repairs took. If we charge less than our competition for the work, why would it matter if all the work was done in 5 minutes, or 1 minute. You aren't paying for time, you are paying for work to be completed in full and professionally. Whether it takes 5 minutes or 5 days, as long as at the end, we leave you with 20 feet of secured gutter, 2 new shingles installed, and a brand new vent boot sealed and in place, you, the customer, should be continent. I don't get logic of why time would matter in any way, except for if the time we took somehow inconvenienced you. To use an example, if you take your car into a mechanic, and it takes him 3 days to fix your car, and you need the car, then how long the job takes matters. Our service, however, did not inconvenience your time in any way. You don't even have to be home for the service. If you somehow are viewing our company and counting minutes the same way you would count the time of an employee, then you are viewing us under the wrong paradigm. We aren't a handyman, and our only cost isn't jus the time spent at your home. It isn't like we walked away after the realistic 30 minutes the repairs took with the $240 and kept all that money. I see you are a marketing manager for a company, so you must understand that companies have costs that must be covered. The pizza you order takes 8 minutes to cook and costs about $2.13 in ingredients to create. But the $12 you spend isn't for just 8 minutes of time and 2.13 in ingredients. Another example is the fact that I pay a $50 co pay to go along with the $200 my insurance company spends to see a doctor and physician's assistant for a total of 10 minutes. That's $250 for 10 minutes of talking and examination, no blood test or anything. No body questions paying this because it's a doctor, who has an education to pay for, and an office, a staff of nurses and receptionists, equipment, and high insurances to pay for. We have much of the same to pay for, but for some reason, there is a bit of prejudice against us, which is fine, but as someone who works in business, I would hope you understand this. So in the end, I just wanted to say that we gave you a great price, and I disagree with the time, and don't understand why that matters anyway. These still don't explain your ratings. You gave the price a D. Did you call other professionals in our industry and price what they normally charge (without mentioning us to, so you can get an honest price vs. and undercut price)? I have phone call recordings from 20 different companies of all of this type of work showing higher prices. Is the price being a D honestly fair? You gave the quality a C. Was there an issue with the work that was performed? Do you have a report from a home inspector, or a certified roofer (like the two certified roofers that did the work)? Did you contact our office with a complaint or report about a failure in the work? Is the price being a C honestly fair? You gave responsiveness a C. Where we unresponsive to a contact you made? Did you try to call us during normal business hours at our office number and no one answered? Did you send an email that was unreturned? Did you ask a question or raise a concern that was ignored or marginalized in any way? Is the responsiveness being a C honestly fair? You gave punctuality a C. Where we late? Did we miss an appointment? Did we reschedule you? Is punctuality being a C honestly fair? You gave professionalism a C. Where the crews wearing any clothing you found offensive or unprofessional? Did the crew, or anyone in our office, use any language that was not warranted or appropriate? Except for this letter, did anyone address you in a familiar way? Did anything honestly happen at any time during booking, scheduling, work completion, and payment that would be deemed unprofessional? Is a C fair? Look, this service took place 9 months ago, and I'm not sure what may have happened that soured you on using us, but the facts are that we charged a reasonable price to do work that you needed done, that you approved us to do, and I don't understand what we did to warrant such a negative review. We started 8 years ago as a one-van company, but set ourselves apart by being professional and honest. We are now a multi-million dollar company with 30 employees and 27,000 customers. No one grows that fast and that large by doing things unprofessionally or unethically. I take a lot of pride in this company, and when I see a review that is negative, but honestly has nothing in it to be negative about, I must question and respond. I would like, if you are so inclined, to ask one of two things of you: 1. Leave a more accurate review. Judge us honestly on all aspect of the service. If you do not wish to change your review given everything I have pointed out and addressed above, then . . . 2. Call me to have a civil discussion on the matter. Something happened that obviously left you cross enough give us a negative review when no complaint was made to our office, and the only thing said in the review is we did $150 worth of additional work that took 15 minutes, which are just statements, not a review. I'm sending you the email as a non-intrusive way of asking for this contact. Please email me a day or time that is appropriate and I'll call, or we can meet for lunch if you prefer.