As a company owner, you wonder when someone is going to complain, and then you wonder, is it a legitimate complaint. Legitimate complaint meaning they were truly a customer and have a valid gripe. I do accept that The Foundation Expert is very busy - Angie List members seem to trust us and we do great work so I personally get about 3-4 calls every day from Angie’s List members. People want an expert, not a salesperson. Throw in an earthquake, two hurricanes, weather reminiscent of Seattle, and as a result, The Foundation Expert does a large volume of foundation, basement and crawl space inspections. So is it possible that someone called to set an appointment and we booked it and didn’t show? 0.00001% maybe. Not showing up? Not calling? That is not our pattern. It may happen by mistake one day, but certainly not with intention. And if you think we did, then we also apologize because perception is reality. Please, forgive us – we don’t often make mistakes, and never intentionally. But please, let us take these two complaints that magically appeared at the same time on the same day, from two people I’ve never spoken to or heard of, never done work for, and I am the only one who sets appointments. I don’t recognize either complaining member; this member, , like member above – never spoke with her. Although she's complaining, she states she'll use me again. Hmmm. Says she called, but didn’t receive a call back. I accept this possibility – The Foundation Expert like most companies and individuals in this DC Area, are very busy; the people who answer the phones are usually busy, the website sometimes has a glitch and doesn’t accept someone filling out the form – I’ve heard that complaint before that the form didn’t work. But why complain? If you truly are in need of our services, Call us back – or email. Try us – we usually answer, even late at night. But if that is what occurred, and you slipped through the cracks without a call back, we apologize. Please forgive me. Sometimes people’s voicemails are deleted or skipped over. Messages get lost. You may read our reviews and think we’re perfect, but I am very far from that pinnacle and the people in my company have a ways to go as well. But if you look at our history, you'll see a dedication to excellence in what we do. We have to date, 10 excellent reviews – that is not easy to accomplish - I probably completed 100 projects to earn those 10 reviews as people like complaining more than they like praising. Great reviews do not come easy, and the work we do is some of the hardest in existence. To have two people, see above or below - to have two people, complain on the SAME DAY, at the same time, with the same complaint, is a little too coincidental. I feel as though another company may be manipulating the Angies' system to harm my reputation. Or they’re complaining possibly about another company which claims to be a foundation expert or experts. Last, we don't do FREE ESTIMATES, which is the last reason I’m a little suspicious about these two complaints. We don’t use that term in our business. Free estimates is a ‘sales’ gimic promoted by companies who will come in, find a way to spend your money, and ‘work up an estimate.’ We charge to inspect your foundation. If you ask, I’ll tell you we do free consultations, but we do charge for our inspections since they are actually real inspections by an engineering company. We sometimes do a free inspection. If we’re to be considered as a contractor, we’ll take a look, determine what the problem is, what the solution is, and then work up a free quote on a project. So when people ask about estimates, my first question is – do you know exactly what work needs to be done, and if so, who told you so. We give exact quotes. And we tell people this – we tell people that we do not do free estimates - we'll come out, diagnose and tell you what your problems are, why they're occurring, and how much it would cost to fix those problems, but it won't be estimation. Plus, it will be a solution that does the work correctly since we put our names and reputation on the line, every time. And it will sometimes cost you $250-$475 for that initial inspection. Do us a favor – if you call or email or fill out a form on our website, and you don’t get a response in one day, please, please, please… call or email back. We work hard to generate these excellent Angie’s List member responses – that last thing we want is to miss an opportunity for another great review.