"We schedule estimates several weeks in advance during the spring. Unfortunately, we occasionally aren't able to honor one. When a scheduling problem arises, we always call the customer ahead of time, and offer to reschedule at our next available opening. There isn't anymore we can do when rescheduling becomes necessary. On the rare occasion that we do need to reschedule an appointment, it is often due to an unexpected issue on a job that is already in progress (requiring immediate extra attention). In such a case, we feel any job that is currently underway deserves priority."

"We were unable to estimate Mr. Wenger’s bathroom project. The bathroom was in disrepair, requiring a complete overhaul, and he and his partner both had differing opinions on what the scope of the work would be. After rescheduling their appointment, and then spending approximately 2 hours at their home, we still didn’t have a clear enough plan to provide an accurate proposal. This came during a very busy time of the year for us, and I do admit to missing one of Mr. Wenger’s phone messages. We have checked our records, and we received no emails and/or text messages regarding his project. It is our policy to provide all customers with one free estimate (not be used for insurance claim purposes). Our estimates are in a line item, outline styled format. They are accurate, comprehensive, and require considerable time to produce. As a result, we are unable to provide one without at least a general plan of action."

"Obviously, we returned this customer's phone call, and visited their home during the last quarter of 2013. Unfortunately, we're not able to review any aspects of their project at this time because open proposals (and any information pertaining to them) are purged from our system after a period of six months."