"I am very sorry you are disappointed. The initial call was on June 19th. I explained to EVERYONE that called in that time frame that we were going out of town on the 24th and if we could not get to you before we left, we would be back the week of July 10th. Our daughter plays Travel Softball and is in a national tournament for 2 weeks. Yes, I received your call on the 19th and you explained that Friday of that week was best. Kent was trying to see everyone that week before we left, in addition to finishing jobs and setting up others to be done while we were away . I apologize if you feel I was defensive for explaining our process that Kent is the owner, sales person and oversees all jobs. We are highly rated because we do good work. We have a family that comes first and we decided it was very important to see our daughter play in a national tournament and attend to business when we return. If that means some people will be upset and we lose some work, that is ok. Our family is very important to us."

"I am very sorry that you are disappointed and I do apologize for Kent not getting in touch with you. Our installation schedule has been unusually over booked this spring and Kent got very sick a few weeks ago. He did get behind on sales calls as he had to keep the jobs running that we had on the schedule. I do apologize that we were unable to get back with you and you were not being ignored. We are a 2 person family owned company that runs every aspect of our business, and at times things do fall through the cracks. It is definitely not intentional and do not want to keep people hanging. We are truly sorry and we are glad you were able to get your job completed."

"Thank you so much. You were a pleasure to work with."

"When a job is under warranty and repairs are required due to the installation, we make every effort to attend to the repairs quickly. This job was completed over 2 years ago and had no issues. Concrete edging has been broken due to vehicles and lawn mowers driving over the edges, which is not part of the warranty. The customer contacted us almost 3 years after the job had been completed. He was advised of our timing and work situation and he knew there would be a delay for us to price the repairs. The customer agreed that it was ok for us to price the repairs when we were doing a job that we [Member Name Removed] be installing his area. To date, we still have not been to that job, as we have gotten behind. We make every effort to attend to all customers, however, things beyond our control sometimes do delay us more than we would like. Since the last conversation with the customer regarding our scheduling, we have not heard from him as we thought it was still ok for us to price the repairs when we were in his area. A customer has every right to hire another company to perform repairs that can do it in a timelier manner if our scheduling is not accommodating. It appears that it is better to write a bad review about a company who did a very good job to begin with, rather than make a follow up call. We are not a large company with sales people and assistants. We take pride in our work and sometimes do get delayed. We were upfront and honest about our schedule and how behind we were and the customer was in agreement. Obviously, the customer was not ok with the discussion he had with Kent and felt the need to write a scathing review."