My company has done 100’s of Big Deals for Angie’s List customers and this is the first time ever in 4 years of being on Angie’s List that I have ever encountered a customer accusing us as performing a bait and switch tactic. We treat every customer exactly the same from presentation, to pricing, to work ethic. As of this writing, we have 271 reviews of which 231 are ‘A’ rated. I think that says a lot about the type of company we are. I have also come to learn that my 17 years of owning this company that there are just some people that you cannot please, cannot talk to, cannot work with, cannot explain your position, won’t listen to what you are trying to say, are rude, downright verbally abusive and are just so arrogant and egotistical that it is just impossible to make any headway. Mr. [member name removed] would fall into this category. This customer has since been blacklisted from our database as I refuse to work with people that treat my employees like garbage. Let me break down his review step by step starting with comments from my technician. “I arrived at [member name removed]'s home at around 1:30 on 4/26/13. I met [member name removed] in the driveway, I discussed the quote with her and explained that with Angie's List she gets fifteen windows for $99 and I told her that my paper work said you would like extra windows done as well as the Angie's List promo. I asked if she wanted to show me which windows she wanted cleaned, and she said her and her husband would like to have all of them done. I saw my quote and it said it was priced over the phone, so I told her I wanted to take a look around the house and see the windows before I got started. As I walked around the house I took a window count and noticed that she had more windows than what was quoted over the phone. After I got the exact count I called Ashley at the office and gave her the window count to get an exact price so I could inform [member name removed] of the issue and provide her with the correct price to have all of her windows cleaned. When I spoke with her about the issue she immediately informed me that her husband was going to be "very pissed off" as she stormed inside to call him right away. She then came back outside with Mr. [member name removed] on the telephone. She attempted to explain to him what I explained to her and then asked me to speak with him on her phone. She handed me the phone and I introduced myself and he asked me to explain the situation and told me the quote he received on the phone. I explained that as I was walking around the house I counted 40 1/1 standard pane windows, 1 large pane window, 13 transoms, and 9 doors. He then started ranting and raving and asked me to walk to the front of the house and look at the dining room windows. He asked me how many windows I counted in his dining room, so he could see how our company counts windows. I told him there are three windows and three transoms and explained to him that three windows side by side are counted as three not as one window. He proceeded to raise his voice as I walked back to the driveway with [member name removed] and then he yelled "I am going to burn you’re a** on Angie's List" several times. He continued to yell as I politely tried to diffuse the situation by apologizing for the misunderstanding and explained his options but I could not reason with him. He then screamed that he wanted a refund and that he wanted me to leave immediately. I politely told him to have a good day and I then handed the phone back to his wife as he continued to yell and speak to me disrespectfully. [Member name removed] finished her conversation and I told her I apologize for the misunderstanding and then left the house.” My employees are like gold to me. We are like family even though we are not. I treat them with respect as they do me. Jordan (my technician) is no exception. He has a stellar work reputation with me, a great attitude, hard worker, always respectful with customers and goes the extra mile to make sure they are happy. Angie’s List customers that have had Jordan in their home know precisely what I’m talking about. If one of my employees is treated unfairly as in a case like [member name removed], the homeowner will hear from me out of respect for my employee and the customer as [member name removed] did and rightfully so. Foul language, yelling, disrespect in person or by phone is completely unprofessional and I don’t tolerate it. I have worked way to hard building my company to have someone threaten me, trying to tear it down. Some of you reading this may not agree but this has always been my policy. Following is the email dialogue that took place when setting up the job: To : I can certainly schedule you but we need to know how many windows you have before we schedule. We schedule our techs by price. I can give you a rough price if you let me know how many of each type of windows you have or we can come out and leave you an estimate. Thanks! Ashley To Ashley: Based on the deal purchased, I believe it included 15 double hung windows. On my home I have the following: - 10 Double hung windows, - 3 Triple hung windows - 10 Single hung windows - 3 double doors. There are no screens on the front of the home, only on the back. I look forward to hearing back from you. Thanks, [member name removed] To : We can do the 10 double and 3 triple for the 15 windows and the 10 single hung for $40. What do you mean by 3 double doors? Are they just glass doors side by side or french doors? Also, if you have any grids that are fixed or removable that is additional Thanks! Ashley To Ashley: The doors are French, but the grids are internal and will not need to be removed. Also, just realized I have 4 triples...sorry. [member name removed] To : The additional price for the windows will be $77.50. The earliest opening I have is Friday the 26th around 12-1. Will that work for you? Thanks! It appears to me that [member name removed] knew exactly what a double hung window was based on how precise he was with his window count. He had 40. The $186 value comes into play because all windows have different sizes, are on different floors, some have grids, some have never been cleaned, some need debris scraped off, sometimes there is cigarette smoke film on the glass, etc. This represents a value not knowing what you are walking into because every home is different. I don’t think [member name removed] misunderstood anything. His perception is a wall of glass containing 3, 4, or 5 double hung windows that are next to each other was counted as ONE window. This is ridiculous. I’m sure 99.9% of the Angie’s List customers that pay for window cleaning are smart enough to know it does not work like this. I stand behind that because we have done 100’s of deals and have never encountered this. The bait and switch I feel is the other way around. He wanted something for nothing, didn’t get it and became very irate. At my office, Ashley uses the same exact format dozens of times per day whether by phone or email to explain the quoting process without issue. Why did Mr. [member name removed] not get it, not understand it. That I don’t know. Our business model works and has worked for 17 years serving almost 2,000 houses as of last year. [Member name removed] completely took what I said out of context with this comment he made, “When I questioned the owner, Jim, about why he doesn't explain exactly what the customers are buying he replied with a very curt… that's the customer's responsibility”. To finish what I said in detail, “it is the customer’s responsibility to ask questions if they are unsure of our estimating process.” We always explain what they are buying. If we didn’t, we wouldn’t have as many ‘A’ ratings as we do with satisfied and happy customers. And yes, I did tell him how wonderful my company is. I’m just as passionate about it today as I was when I first started it. I am proud of it and work hard at it so it becomes even better. [Member name removed] is right. Miscommunication does take place, that’s life. But when a person like [member name removed] does not and will not give you an opportunity to explain how our window count and pricing works so he can understand it, assuming he wants to understand it, then there is no way to come to a resolution. And this is the case here. My technician was polite, cordial and only doing his job when [member name removed], in his own arrogant way decided to treat Jordan like a piece of trash. His wife heard most all of the conversation and according to Jordan, she had a look of utter shock on her face hearing what he was saying to my employee with the phone 4 inches from his ear. I understand that we cannot please each and every customer, but we do try and hard. You, the Angie's List customer can be the judge of his review and my reply. One thing I do know is we run an honest and straightforward company. Our pricing is certainly fair, the service we provide is great and our attitudes reflect this. In my opinion, [member name removed] was looking for a steal and did not get it and thus this review.