MISSION VIEJO GLASS INC

"Good Morning [Member Name Removed], We appreciate your positive recommendation on Angie's List. It was our pleasure to have won your business and look forward to working with you again in the future. Sincerely. The Team at Mission Viejo Glass, Inc. and Rancho Santa Margarita Glass"

"Thank you! We want you to know how much we appreciate the time you took to review our business. We are extremely proud of the fact that the largest percentage of our work comes from referrals and long-time satisfied customers such as you. We look forward to working with you again in the future."

"Thank you! We sincerely appreciate your business and referrals and look forward to working with you in the future."

"Thank you! We sincerely appreciate your business and referrals and look forward to working with you in the future."

"Thank you, we sincerely appreciate your business!"

"Thank you, we sincerely appreciate your business!"

"Thank you, we appreciate your business and referrals!"

"Thank you so much for taking the time to review our company and service. It was our pleasure to have worked with you and sincerely appreciate your business."

"Thank you so much for taking the time to review our company and service. It was our pleasure to have worked with you and sincerely appreciate your business."

"Thank you (removed member name) , we sincerely appreciate your business!"

"We are genuinely disappointed that our customer is not satisfied with the work completed on their shower. This is certainly not the impression of our business we intended for him. As we explained to our customer on several occasions, due to the nature of custom heavy showers, no shower unit, frameless or not, will be watertight. They are not meant to be aquariums. In order to improve the shower's leak resistance, we recommend the customer direct water spray away from the shower door. In addition, with every shower installation, we routinely seal the door hinges to give our units additional protective properties, but hinges are also not waterproof nor watertight. As a result, and as stated in our Terms and Conditions, unfortunately we cannot warranty against minimal leakage. We realize every one of our customers' experiences is an opportunity to introduce our family-owned business to the community, which is why, despite what our Terms and Conditions state, we have remained determined to address this customer's concerns. A history of the job activity is provided below - which illustrates our numerous attempts to alleviate his leak concern: 6/12/13 - Installation completed. Terms and Conditions signed by customer. 7/1/13 - Field crew adjusted unit at no charge 7/29/13 - Tom Lytle performed 2nd service call at no charge 8/9/13 - Tom Lytle performed 3rd service call, customer was charged $50 for additional hardware 8/14/13 - Field crew performed 4th service call at no charge 10/29/13 - Field crew performed 5th service call at no charge 11/4/13 - Field crew performed 6th service call at no no charge A 7th and final service call was performed on Wednesday, December 11, 2013, again at no charge. We anticipated that this final visit would provide a conclusive solution to the problem. Please note that our frequent attempts to find a solution for our customer's leak concern were not an admission of guilt, as our customer has claimed, rather an example of great customer service. Having been in business for 40 years, we know that a successful small business is always a work in progress, but unfortunately, despite our best efforts, we cannot always make everyone happy. In contrast, however, we design and install thousands of this type of shower each year and this is the first complaint of this nature. We appreciate the chance to work with all of our customers and value the opportunity they have provided us by inviting us into their home. We also appreciate that you have given us an opportunity to respond to this customer."

"Thank you so much for the kind words, I will pass this along to the appropriate people. We look forward to working with you again!"

"Thank you so much for your business, we sincerely appreciate it!"

"We have searched our extensive database and find [member name removed] has never been our customer. We have completed many jobs for his neighbors on Trigo Trail in Coto de Caza, but have never worked at his home, nor have we ever given him an an estimate. We are sure he has us confused with our competitor, Mission Glass, based in Dana Point. Mission Glass regularly represents itself as Mission VIEJO Glass, and consistently does inferior work. [member name removed], please call us at your convenience as we would be happy to come to your home and estimate what it will cost to properly repair your window. Our number is (949) 364-6240. We will even offer a substantial discount so it will be easier for you to see the superior quality of our work. Ask for our manager, Wylie Taylor, and mention you are responding to your Angie's List feedback. We regret the experience you had with our less conscientious competitor, but look forward to working with you soon!"

"WE CONTACTED THE MEMBER IMMEDIATELY UPON READING HIS COMMENTS. WE APPRECIATE HIS KIND WORDS AND DISCUSSED THE LACK OF CLEAN UP HE REPORTED. THE SITUATION WAS RESOLVED TO THE MEMBER'S COMPLETE SATISFACTION."