"Thank you [member name removed] for sharing with Angie's List members your personal experience with AES. James said he thoroughly enjoyed working for you and your family. He also mentioned you not only had 8 children, but you also shared your home with many pets. As you have experienced we take great pride in our work, and out motto is the heart beat of the company; When we're done, you'll be happy, if you're not happy, we're not done. We also take great pride in serving our customers needs in helping you shop for the right selections, etc. Please remember you have a five year free labor warranty on our workmanship and we want you to call us if you need something. Thank you for trusting us with your home and family. Truly yours, Tim Munson President"

"Having investigated the complaint, I will share the facts: 1. First of all our estimate was for the following: The bathroom we estimated for was for installing a bathroom where no bathroom existed. Install a full custom shower with multiple shower heads, custom tile work and custom made glass walls. She also wanted a drop in Jacuzzi tub with custom tile surround. She wanted us to build a custom two level vanity cabinet. She also wanted complete customer tile flooring. Our price also included doing an basement Injector pump station for the sewage and drains. 2. The new bathroom was on the top floor and the sewage was on the opposite side of the house in the basement. The plumbing consisted of installing a drain line through the house down into the basement, draining into an ejector pump to send the sewage across the basement into the exit drain. This consisted of jack hammering the basement for the ejector pump and waste lines, ( a lot of work just for the sewage). 3. She also wanted an old bathroom removed and turned into a custom built closet. 4. She and her companion had done a lot of their own remodeling over the years. He stated several times he could do all this work himself, but did not have the time. He also knew it would cost much more by having a contractor come in and do the work. He said he knew he would struggle with the price no matter what it was, as he knows he can do it cheaper himself. 5. We have found over our experience of being in business for over 23 years, most people who do their own work have a hard time seeing value in having a professional company doing there work. This job was in no way overpriced and I'm sure the homeowner will realize even more cost and sweat labor as they proceed in doing this job. The customer made an unjust statement referring that we are giving a ridiculous estimate to get out of doing work. Why would we waste our time and energy in giving estimates if we did not want to do the work? Also, we have had a great year thus far, however we are not over booked. I'm sorry this customer could not realize our value and I can understand they want to save money by doing it themselves. I wish them the best with their project. Thank you for taking the time to read this response. Please page down and read more about our great work from our happy customers who have contracted with us and allowed us to provide them with high quality work. You will see we receive high grades from our actual work. We take great pride in all our work and value our clients with the highest regards. Truly, Tim Munson President"

"Thank you so much for sharing your experience with our AES estimator. We always do our best to help our clients and potential clients in making the right decisions for there home and personal needs. We look forward to helping you again in the future. Tim Munson President"

"Thank you so much for sharing your experience with the Angie's list family. We look forward to serving you in the future and remember you have the five-year free labor warranty. Truly yours, Tim Munson President"

"Dear Member: Thank you for sharing your experience with Angie's List Members. We are happy you are happy. We enjoy serving our clients and I it was a pleasure talking with you. If I can serve you more, please don't hesitate to call on me personally. Gratefully yours, Tim Munson President"

"Thank you for sharing your experience. Yes we do high quality, however we are happy to try to work within your budget also. It's highly unusual for Jeff not to show pictures as he has many pictures. Also we want every customer to pick out their own style. Many times our customers supply their own fixtures. It's unfortunate we were not able to help you, as you know by reading reports where we have actually done the work, our customers give us raving reviews. I wish you well with your project. Tim Munson President"

"The Angie's List Member: Thank you for the Raving review on our company. I have kept close contact with Jim and Brian during the installation process realizing this was a very big project. Brian enjoyed working with you and Ken and transforming your living space, creatively making it more comfortable for you. Thank you for recommending us without hesitation. I'm glad we were able to restore your confidence in the home remodeling industry. Please remember you have the Five Year Free Labor Warranty and we want to continuing serving you. Thank you, Tim Munson, President"

"Dear Angie's List Member: Thank you for your response. I personally visited your home on two occasions and had the opportunity to meet (member name removed). I'm sorry I missed you on both visits. The work done on your home made a major difference and was a good investment. Please let us know if you need any type of service as you have our Five Year Free Labor Warranty. We look forward to serving you again in the future. Tim Munson President"

"Dear Angie's List Member: Thank you for your review. I spoke to Josh and he told me you're a seamstress and pay close attention to detail. He has enjoyed working with you and making you happy. Thank you for allowing us to provide you with AES quality and craftsmanship. Please remember you have a five year free labor warranty. Welcome to the AES Family of Happy Customers. Tim Munson President"

"Dear Angie's List Members: Please allow me to clarify a few things. The gentleman sent out to review this job was a estimator in training. He was a lead carpenter for additions, decking and basement remodeling which included installing flooring. I ask him to become an estimator because of his experience of the trades and cost factors involved. In looking at the floor it was not a 5X12 but much larger, 7X18, which included the removal of two layers of flooring and install a subfloor prior to installing the floor. The job also consisted of removing the refrigerator and disconnecting the stove and reconnecting so we could do the job properly. it also consisted of tiling in the closets and partially into the basement steps. This job was much more time consuming than just installing a floor. We take great measure in our prep work to make sure the home owner has no future problems with the floor or subfloor movement. We take great pride in doing the job right so we can give our customers a five year free labor warranty when most companies only give a one year warranty. It appears to me the customer misunderstood the estimator in his explanation of his position in the company and also the amount of work it takes to do the job right. Please read our other reports of jobs we have completed and you will find we have an A rating with Angie's List and read of our many very Satisfied and Happy Customers. Remember our commitment to you, "When we're done you'll be happy, if you're not happy, we're not done", this is the heart beat of our company. We have been serving Maryland home owners for over 24 years and take great pride in offering high quality work with integrity. Thank you, Tim Munson President"

"Dear Angie's List Members: Please allow me to set the facts straight. My appointment setter never ask if a husband owns the property with a caller. He does ask if there is another homeowner who will be helping make the purchasing decision. We do prefer for all decision makers to be present when possible so we can answer all individual questions and concerns. We also want to make sure all decision makers have an opportunity to meet our representative and learn more about our company. We do not make this a policy of receiving an estimate, as we understand people are busy. We are more than happy to visit as many times as requested. In no way are we undermining ladies or wife's, as we make this same request when men call our office. The homeowner also eluded that we must have quote "obviously got burned or got into the middle of a marital dispute in the past". This is certainly far from the truth and we did not give her any indication of this statement she made. According to our records she requested the following when she called: replace the sliding glass door, install washer and dryer hookups and a dryer vent near the bath or in the kitchen, construct a closet around the washer and dryer, replace sheet rock in a 6' section of the ceiling, install tile in the 5x6' area of the bathroom, replace carpet in 2 bedrooms, living room and dining room. Upon arrival the customer advised the estimator this is a rental property and she needed to fix it up as cheap as possible. She showed him the windows immediately of a fairly new home. It was clear the window were breaking due to a structural issue in the house construction. She stated she had gone back to the builder once and he had replace some of the windows, but they had broke again. The builder sent an engineer out and determined it was no fault of the builder. It was explained to her, it would be inappropriate for AES to sell her windows because of the structural issues going on in the house. She requested AES to write her a letter confirming she had structural issues. When we stated we could not do that, as she would need a structural engineer to check it and write a professional letter, she then became upset with our estimator. At that point of the visit she ask our estimator to leave as she had another estimator waiting for her. Our estimator was never allowed the opportunity to carefully examine the necessary components to give an accurate estimate. When we would not agree to write a letter we were ask to leave. We did not quote any type of estimate. Upon leaving our estimator ask the home owner how she would like to proceed from here. She advised him she would contact him. He has never been contacted by her since the initial visit. This job was not to small for AES and we would have been more that happy to help the homeowner. I wish the homeowner well and hope she successfully accomplishes her projects. Thank you for taking time to read this lengthy response. Please scroll down and read more about our customers who have actually experienced us remodeling their homes. Last year we did 1.6 million in repeat and referral business. We take great pride in serving our customers and back our work up with a five year free labor warranty. Truly yours, Tim Munson, President"

"Dear Angie's List Members: I personally spoke to (member name removed) and the estimator in reference to this incident. It appears to me there was a serious personality difference and communication gap between the two. I will do my best to clear up with facts. We always ask if there is more than one homeowner. We do prefer, but not require, that both can be home when possible to meet with us and discuss the project. Obviously, after talking with the homeowner she took it personal, that we felt she was unable to handle this project alone. Please know that this is not at all our attitude. We find that both home owners want to have input and have different questions about our process of work, therefore we like to have all present when it's possible. We have and will continue to meet with only one homeowner when necessary, gather information and give an estimate. We are more than willing to return as many times as necessary to make sure all parties are comfortable with AES. She did indicate when the estimator arrived he was pleasant and did provide ideas on how we could rearrange our master bathroom to meet our requirements. She stated after that point, the estimator ask her where her husband was and she then felt it to be insulting to someone who is capable of making decisions for our household. After speaking to the estimator, I am assured he in no way try to insult her or make her feel belittled. He did state she seemed to have an attitude toward the company before he arrived for the estimate. He stated he did his best to communicate with her and truly wanted to serve her. She ask for an estimate and he was willing to take the time to write an estimate on the spot. She wanted him to email an estimate of which he was willing to do, however after more conversation together, they both decided it would be a waste of both of there time, as unfortunately this visit did not start out well. In reference to the statement of light fixtures not being included in the estimate, all of our estimates include what is necessary unless the home owner tell us they are supplying some of the products for the remodeling project. When I spoke to the Mrs. at length I apologized many times and also offered to send another estimator of a younger age as she felt the problem could have been the person that came was a little older. She stated "I am pissed off right now and will let you know". At this time I have not heard from her. I did everything to make this situation better and I am certainly sorry this ever happened. Please continue to read my other Angie's List reports and you will see we are a great company providing very professional work receiving A Ratings for our company and worked performed. We also give a Five Year Free Labor Warranty on all our work. Last year we did 1.6 million dollars in repeat and referral business. This repeat business makes me happy as I know we are treating people with respect and performing good work. Please remember our heart beat, "When We're Done you'll Be Happy, If You're Not Happy We're Not Done". Thank you for taking the time to read this and I hope we are able to serve you in the future. Truly yours, Tim Munson President"

"Thank you for sharing with Angie's list members your experience with AES Builder and Home Improvements. As you have previously experienced we always do everything possible to provide the highest quality products and professional service to our customers. Last year we did 1.6 million in repeat and referral business. Thank you for allowing us to serve you again. We have earned 5 Super Service Awards with Angie's List in 2013. And Remember our heart beat motto: "When We're Done You'll Be Happy, If You're Not Happy, We're Not Done", it that simple and I stand behind it. Tim Munson President"

"Thank you for sharing with Angie's list members your experience with AES Builder and Home Improvements, Inc. I enjoyed personally meeting [member name removed]. The addition you had us build has made a big difference for you and your husband. I'm glad we were able to accomplish your project just the way you wanted it even though you were in a critical area where the county and state guidelines art strict. Please remember you have our five-year free labor guarantee and we want to continue taking god care of you. Tim Munson President"

"Thank you (Member name removed). You are right, Charles is great and I am very happy to have him on our team here at AES Builder and Home Improvements. Thank you for referring your sister to us, as we are currently constructing a new addition and kitchen remodel on their home. Please keep us updated if you need any type of service on our work as we want to continue to take care of you. Tim Munson President"

"(deleted member name): Thank you for allowing us to give you a quote for your remodeling. You are correct we are not the cheapest guys in town. We provide very high quality work. Being in business almost 25 years, a company goes through a lot of people to find the cream of the crop. We have extremely high skilled craftsmen and we pay them very well, as they deserve to be taken care of. We hold our employees the highest standards of the industry. We earned five Super Service Awards with Angie's List in 2012. Last year we did 1.6 millions in repeat and referral business of which I am extremely proud of. If you read our Angie's list of reports you will find the majority of our customers give us all A's for our quality of work. People keep coming back because we are a company they can trust to do good work in their homes and we stand behind it with our Five Year Free Labor warranty. I wish you well with your remodeling work. If I can help you in the future, please feel free to call on me personally. Tim Munson President"

"Dear Angie's List Family: I would like to set the record straight. Mr. [member name removed] agreed to meet with us for this estimate along with his wife. Yes we ran late and we contacted them, however they never told us this would not be good for them. Our representative requested to have a second meeting with the home owners as this project demanded a lot of research in order to give a precise estimate. The Mrs. Demanded a price, so our estimator gave them a ball park price at the time of the appointment. Mr. [member name removed] called the office later that afternoon and told us not to bother following up or even calling back to answer his complaint against the estimator. Unfortunately the customer has only heard one side of the story and is not willing to allow me to follow up therefore I am limited on this matter. I did speak to the estimator who has been working for me over five years who stated the Mrs. had an attitude toward him once he told her he would need to do some homework and return with a specific estimate. She demanded a price on the spot. He stated he never talked down to her and always does his best to honor all his customers and potential customers. Again, this is a very unfortunate situation and I am sorry this occurred. If you continue reading our reports you see our reputation is without blemish. Thank you for taking the time to read this response. Tim Munson President"

"Thank you for allowing us to serve you. We enjoyed working with you and helping you make your home look beautiful. I trust you will enjoy your improvements for years to come. Tim Munson President"

"Dear [member name removed]: I am so happy you are enjoying your new kitchen. I know you were a little hesitate and concerned about such a large scale remodeling project on your home. I'm glad we were able to meet your expectations and make you Happy. Thank you for referring us to your friends and family. Here at AES we always want to go above and beyond for our customers. If there is anything I can do to help in the future, please feel free to call on me personally. Tim Munson President"

"Dear (Member name removed): Thank you for sharing your experience with Angie's List members. I'm glad you are very Happy with the end result and Pleased with Steve's installation if the windows. I personally spoke to Steve about being surprised with items on the work order, Steve stated that he was not surprised by the work order, however when getting into the job of replacing the windows it took more detail than a normal install so he needed more materials. I did notice in your evaluation you checked off you would use us again in the future. Thank you for giving us another opportunity to help you. Once again customer service and good quality work is what we are all about. Please remember you have the Five Year Free Labor Warranty and let us know if you need service of any kind. We look forward to serving you in the future. Tim Munson President"

"Dear [member name removed]: It was a joy working for you. Thank you for sharing your experience with Angie's list members. Bill takes great pride in serving and designing for his clients. Brian and Rob also take great pride and joy in doing their job. We know at AES our completed work is our calling card for doing more work for you and those who have the opportunity to see and enjoy it. All our craftsmen are trained to clean up daily, communicate with the home owners through the job and make sure the customers are always completely happy in the end. We look forward to serving you again in the near future. Tim Munson President"

"Dear Member: Thank you for expressing your experience with AES Builder and Home Improvements with the Angie's list members. Your testimony will be a great help to the members in selecting the right company for their improvements and renovations. All of our staff are trained to be focused on making the homeowners completely happy. Our motto "When we're done you'll be Happy, if you're not happy we're not done" is much more that a motto, it's the heartbeat of the company. We are not perfect, but if a mistake is made, it is corrected immediately. My focus is to create a relationship with homeowners by doing what is best for them so they will want to have AES return to continue improving their homes for many years to come. I give the five year free labor warranty even when the state only requires one year, as I believe our work should last much longer than five years. We find most of our customers feel like family by the time we are done. Again I appreciate your kindness and we look forward to serving you again and again. Truly yours, Tim Munson President"

"Hi Member: Thank you for sharing your experience with Angie's List Members. I also want to thank you for the personal phone call you gave me commending James and Perry on the outstanding work they did for you. We always take great pride in our work and desire to make all our customers happy. Remember we give a five year free labor warranty on our work, so please make sure you call us if you need any type of service as we want to continue taking care of you. Last year we won Five Super Service Awards with Angie's List for doing outstanding work and we want to make sure every customer has the same experience you had. Thanks again for your report. Truly yours, Tim Munson President"

"Dear Member: Thank you for allowing us to give you a free estimate on your kitchen work. I personally spoke with your estimator who stated he made two visits to your home. On the first visit he spoke to you at length discovering what your desires and ideas were for the work you wanted to have done. Before returning to your house for a second visit, he had researched the products and design you wanted to have done. He met with you on the second visit for about twenty minutes reviewing the prices and special discount we are currently offering. The AES discount was not meant to place any pressure on you, at it is a fact the prices are changing weekly and we hold our price for a short amount of time. If you were decide to have the work done at a later date, we reevaluate the cost of the job and give you the current AES discount based upon the new evaluation. Should you decide at a later date you would like us to reevaluate this estimate, we will be more than happy to serve you. Last year we won 5 Super Service Awards with Angies List and we take great pride in the way we do business. We always look out for the best interest of our customers and potential customers. I'm sorry we were not able to help you at this time. Best regards, Tim Munson President"

"Thank you Customer for sharing your experience with Angie's List Members. Your project was full of surprises, however we were able to overcome them all and make your home beautiful inside and out. It was a joy working with you and we appreciate your patience as we had to get our different craftmen on your job because of the variety of specialty projects we were working with. Remember you have the five year free labor warranty and we want to continue taking care of you. We appreciate your business. Truly yours, Tim Munson President"