"We have and have ALWAYS had a Customer Terms and Agreement document to help alleviate any project issues. This information is printed on ALL of forms (estimates and service orders) Upon the customer signing any service form they are agreeing to the Customer Terms and agreeing that they have READ the entire Customer Terms and Agreement document. This customer NEVER contacted the office manager to open a service concern ticket; had they done this...... this would not have happened. I am including a few paragraphs from our Customer Terms and Agreement: Item number 7. PROJECT GUIDANCE - It is RHR’s responsibility to guide the customer through the steps of their service order. We will verbally go over all procedures and keep the customer informed on a continual basis until the project is complete. If this is not done the customer should immediately contact the Customer Care Manager at (614) 775.6489, ext. 112. SERVICE CONCERNS Item number 10. SERVICE CONCERNS OR COMPLAINTS - The customer is advised to review our work on an as need basis and list items that need our attention. Or participate by phone with the Customer Care Manager in a quick progress report check to rate the quality of our service. Project concerns, questions or complaints should be communicated immediately by calling (614) 775.6489, ext. 112 for a resolution whether in person, via telephone, email, US postal mail or by fax transmission. We want nothing less than “complete” customer satisfaction. The full Customer Terms and Agreement document is also available from our website. We too are customers and we understand the vital importance of providing great customer service. My assumption is that the customer contacted the technician directly instead of contacting the office."

"I AM SO SORRY THAT THIS HAPPENED. WE HAD A TEMPORARY RECEPTIONIST THAT WAS RESPONSIBLE FOR SETTING UP AND CANCELLING THE APPOINTMENTS. FOR THE APPOINTMENT ON 2/26/04, THE SERVICE GUY WAS IN A CAR ACCIDENT. A CALL WAS PUT INTO THE RECEPTIONIST TO CANCEL AND RESCHEDULE THE APPOINTMENT. IT DOESNT LOOK LIKE SHE DID THAT, AND FOR THE VERY NEXT DAY, WHEN THE CALL WAS PLACED TO OUR OFFICE TO CHECK THE STATUS OF THE APPOINTMENT - THE TEMP RECEPTIONIST WAS TO CHECK AND RETURN ALL VOICEMAILS. IT DOESN''T LOOK LIKE SHE DID THAT EITHER. I AM SO SORRY THIS HAPPENED TO YOUR MEMBER. THIS IS DEFINITELY NOT ACCEPTABLE, AND WE DO NOT WANT TO BE REPRESENTED IN SUCH A WAY. PLEASE GIVE MY APOLOGIES TO YOUR MEMBER AND I''M HAPPY TO SAY THAT TEMP RECEPTIONIST WAS LET GO IN MARCH FOR OTHER REASONS."