"Sorry in advance, this is a long response and the Angi system does not seem to allow us to put spaces in between paragraphs. Amit, Thank you for taking the time to speak with me directly. We regret the error on our part that led to a negative experience for you. Your feedback has provided a valuable learning opportunity for our team. We are terribly sorry for any trash left behind to clean up. Cleanliness of the customers home is one of the most important parts of our install process, and to hear that didn?t happen in this case is disappointing. We are surprised to see that you had given our installer a high rating on cleanliness on our close out form, so we are trying to understand what happened here. Any more details you can provide would be helpful. As far as the shower head issue goes, this one was a breakdown in our process combined with a little bit of human error. The diverter we had brought on the original install was defective so we needed to get a replacement installed for you. When we came out to get this corrected, there was an issue with the length of the hose we brought for your handheld causing us to have to make one more trip (this was a non-standard item, but we should have caught it and been prepared so we didn?t have to make an additional trip). To get these additional parts, it would take a few days. When you called in on 10/29, the parts had arrived (you beat us to the punch, the parts were actually checked in 28 minutes before you called). We got you on the schedule for the next day. This is where perhaps the most frustrating series of errors took place. We scheduled the service, but accidentally scheduled it for a different customer with a very similar name. This led to us no-showing you, which is probably the most egregious of potential errors. You set aside your valuable time for us and us not showing up is both frustrating and disrespectful of your time. Normally, we close out services the next day to ensure everything was taken care of, but this process was also not done to the normal standard. It took until Friday for you to call in and for us to realize the mistake (a call that we missed and did not return right away). We are very sorry that it seemed like we were purposefully not returning your calls. This was not the intention. I appreciate you taking the time to share your concerns with me over the phone, and I?m glad to know that, aside from this instance, you felt our team was responsive. We truly value open communication and want to ensure this was a one-time oversight. We realize you haven't wanted us back to install the last part you requested, but we?re still committed to providing the best service possible. Should you reconsider, we?d appreciate the chance to complete the final service. We are very sorry for this happening. This is not the typical experience we provide, and we aim to grow and get better from it. Sincerely, Joy Jewell General Manager"

"We are so glad that you are happy with your bathroom! It was great working with you. Thank you for being understanding of the unpredictability of scheduling during these ever changing times."

"We are so glad to hear that we were able to provide you with exactly what you were looking for. We appreciate your feedback. I will let the crew know how happy you were with the care that they took of your home and the project. Thank You."