First, I would like to thank the customer for complimenting our workmanship. That being said, I must take exception with the vast majority of her review. In no particular order I will address these issues. 1) From the first meeting with her, and my designer, I clearly stated that all of my estimates would be based on working in rooms that were clear of clutter (piles & piles of books, old computers, printers, knick-knacks, clothes, etc), and that for us to move all of her belongings, repeatedly, would result in additional labor costs. She acknowledged this and assured us that our workspace would be organized and or clutter removed. Unfortunately, she did not provide us with a clear workspace until well into the project, so she incurred the appropriate labor costs for moving her clutter. 2) Concerning the start date of the project, it was communicated during the first conversation that we would start her project as soon as possible, with a target date in mind. Unfortunately, the job we were already on had some add-ons and delays, and the target date had to be pushed out. This was communicated, and at no time was any concern expressed about this. The fact that we were referred by a mutual friend seemed to take the concern away from leaving her home open to us while on vacation. 3) The customers comments on my making a few trips back to a previous job are true, as back ordered materials came in, I would return. Her insinuation that her job did not have qualified help left on it is without merit. My son, whom the customer would compliment daily on his work and work ethic, had over 5 ½ years experience in the trades at that point in time. The other employee had 27 years experience. While I do not like to leave a job in progress it is sometimes necessary. 4) The accusation that we broke the fireplace apron is not true. She had two full boxes of books stacked on it when we started. That we reversed the tub plumbing is not true as we only changed out the handles and not any water lines. That we lost parts is not true. While trying to remove a 30 plus year old tub drain. part of it broke. We explained to the customer that if the next part were to break that we would have to remove the tub to replace it. She agreed to stop the work at that point. 5) The original description of the work to be performed, and costs, would have been fairly accurate if she had not added the following; all window moldings (that affected painting estimates), outlet & switch changes, researching and shopping for under cabinet lighting, the “fireplace trim” is a custom bamboo mantle, and the flooring. The original estimate was based on snap-lock laminate flooring, not the bamboo flooring that she chose after we, the designer & I, explained to her that it would cost more for the materials and much more for the labor. While this particular conversation was done by phone, most were done in person with the customer, myself, & one of my employees. Also, the flooring installation took less than a week, nowhere near the time she suggested. 6) In this review, the customer has failed to mention the following: 1). During the entire job she was always very complimentary about our work, and that it was worth the wait, 2). She took responsibility for much of the extra work we had to do moving her belongings from room to room to room, 3) We explained that we had a solid shelving system in mind, but she chose a different type, 4), We lowered our hourly rate to help her keep the cost down, 5). We did explain that a time and materials estimate means that all the hours and costs involved in doing a job, including fuel, are factored into the final bill 6). She was provided every receipt and daily, hourly, labor totals and 7). She has paid us just under $21,000 not $35,000, after agreeing to pay the final bill of approx $2,800 and then 2 months later refusing to do so.