"Mrs. [Member Name Removed] entered into a one year contract starting on 6/12/17 and ending on 6/11/18. The contract was for BoldGenerators.com, a branch of Bold Electric LLC, to maintain her stand-by generator. As stated in the contract in the section that speaks about cancelling said contract, "Written notice must be sent to BG thirty (30) days prior to renewal date. If the customer fails to send notice, the contract will remain valid for the following year". We received no such notice in 2017. The only written notice we have is on 7/13/18 via email stating that the contract was cancelled last year. We require written notice to have a record that the homeowner is relieving us of our responsibility to uphold our end of the contract. We take our responsibilities in servicing our clients seriously. To hastily remove a client from our coverage list in error, only to leave them stranded when they need us, would be to violate or company credo, "Helping You Weather The Storm". Our contracts auto renew for the same reason listed above. Emergencies happen 24/7/365 as many of the residents of New Jersey know after living thru, Hurricane Irene, Snowtober 2011, Hurricane Sandy and this most recent major snow storm in March 2018. We would rather bill someone who forgot to cancel properly and refund their payment than not show up. Some clients do not want an auto renewing contract despite the benefits listed above. In those cases we offer our clients the ability to "opt out" of the auto renewal by choosing a one time only option when they pay for our services. Mrs. [Member Name Removed] gave us written permission to keep her credit card on file. Although we had the right under the terms of the contract not to refund Mrs. [Member Name Removed]'s payment, we did approve the refund the same day she emailed us on 7/13/18. The person Mrs. [Member Name Removed] spoke to on Saturday 7/14/18, outside of normal business hours, was on call to answer emergency calls, not billing issues. They were therefore unfamiliar with her particular case and could not answer all her questions. Credit card companies often take a few days to process refunds, especially with a weekend in between. After reviewing our internal processes, I found that each member of my company did their respective jobs in excess of my standards, which are in excess of industry standards. I am proud of my team and would not change one thing we did in this situation. My staffs continued hard work and dedication is the reason we have stellar reviews from hundreds of our clients thru various forms of Social Media. I feel this poor review is not a proper reflection both of what took place on this particular instance no less how we interact with our clients in general. Thank You for your consideration, Vincent Battista, President, Bold Electric LLC. www.boldgenerators.com"

"We contacted the customer about our oversight two weeks ago, and requested his contact info to schedule an employee to give him a free estimate. Angie's List's email with Mr. [Member Name Removed]'s request just slipped past us and we sincerely apologized to him. This is not typical of our company and was an honest mistake. Please always feel free to give us a call at 908-421-9157 if you do not hear from us the same day. We answer our phone every time! :)"