"Hey Jeff, Thank you for taking the time to share your feedback. We appreciate the honesty, and we take all comments seriously as they help us improve our services. It looks like you appreciated the quality. We will be sure to let Andre (your project lead) know that. It will mean a lot to him. In regards to the rest of it, were genuinely sorry to hear your dissatisfaction, and our customer experience matters a great deal to us so we want to address your concerns below. The timeline - We outlined this in a detailed email to you prior but I thought it would be useful to reiterate here. After reviewing our staff schedule it looks like we were just about at the 25 working days we specified as the upper limit on your contract. This was despite material delays, upsizing the shower pan (at your request), and some extra project tasks added along the way. We reminded you of this when we sent our standard job-start email but the definition of a working day is a full day we are on-site. - We want to take accountability as we did exceed the calendar estimation of your project. However, we have reviewed our staff communications and saw that you were apprised very regularly about the status of all things of your project. Hanging up on you - Unfortunately, the morning you called our office, Matt (on the call) was experiencing poor cell service, and the call was dropped. Seconds later you called the office back and reached Evin on his cell phone. Evin attempted to clarify the situation and listen to you about your grievances. Ripping you off and our excuses - From the beginning in our written communication, we clearly communicated our intentions. We specified early on (our ballpark email) a standard 32 x 60 shower pan size, and a leak that was expected to be fixed within the regular shower remodel work. You said, At first glance, this does look like an accurate recap of what were looking for. Despite your agreeing to move forward with the written scope, we still opted to absorb the cost of upsizing your pan, a costly adjustment for us at that point in the project. - Along the way, we did find that your leak was not related to the regular shower work, and we showed you the extra repair we discovered. This was not included in the original scope of work and was therefore adjusted at the end. - At one point mid-project, you requested a recessed shower shelf, a detail not included in our written estimate or our written ballpark email. We accommodated this new request after communicating to you that it was not included in your estimate and therefore made the adjustment in the end. - Both items and the subsequent work resulted in a final adjustment of about a 9% increase in your total bill. Our estimates clearly specify that project costs may go up by 10% and this is admittedly towards the upper threshold of that, but we also communicated about these additions (outside of the initial scope of work) throughout the project. - Whenever you had questions, our excuses were always thorough and reasonable explanations. At one point, Matt and Evin (the owners) made a trip out to your site after regular hours to discuss your frustrations. The result of which, was us opting to absorb the cost of the shower pan swap All of that being said, we understand that everyones experience can be different and we respect your right to voice whatever you believe your experience to be. We strive to be at the forefront of this industry in quality, communication, transparency, and integrity, and you and your project will help us continue to grow in these areas. From us and our team, thank you for working with us. - Matt, Evin, and Team BHS"