"Thank you very much for your kind words Mr. [Member Name Removed]! We're always happy to help!"

"Angie’s list has a rather restrictive character limit on these responses, so I had to omit most of what I wanted to include in this reply. The bottom line on this job is that we dropped the ball and owe you an apology. We have been in business for 45 years and have a great reputation simply because this is not how we treat our customers. I'd like to explain the Value Plan Membership issue publicly in this response, but the rest of the issues will be covered in an email I will send you directly. The line item on your invoice for the $79 membership charge (VP01), when added to an invoice, automatically denotes the customer whose invoice it has been added to as an S&B Value Plan Member. When this happens, the customer is immediately set to receive a 15% discount (as well as other perks) on all work performed for 1 year. It will NOT automatically renew. This was added to the bill in order to get you the 15% discount. There is a break-even job price where the cost of the job with the $79 additional charge is cheaper than it would have been without adding that line item. Since your job was over that breakeven point, adding the $79 line item to your bill reduced the total by more than the $79 that it cost. In your case, you saved over $90 even with the addition of the $79 line item. This should have been clearly communicated and agreed upon before any work took place. Had you opted not to go with the membership, you would have ultimately paid around $90 more for the same work, but that is your prerogative. This is the same issue that we have had in the other reviews you mentioned, and we are actively trying very hard to impress upon our plumbers the importance of explaining the workings of this program and letting the customer make the decision, rather than just making it for them. This program is less than a year old at S&B Plumbing, and admittedly we are still working out the finer points of effectively communicating the benefits and mechanics to the customer. Hunter Edmunds"

"Thank you for taking the time to leave such a great review!"

"Thank you for your kind words [Member Name Removed]! We greatly appreciate your business!"

"Will do [Member Name Removed]! Thank you very much for giving us such a positive review!"

"Thank you so much [Member Name Removed]! We always love to see such positive feedback ?"

"Good afternoon! I'm so sorry to hear that you had a less than satisfactory experience. Did you have plumbing repair or appliance repair? I would love to help make this right, but we do not have your information in our system. -Cierra"

"Thank you both so much for your kind words! We appreciate having you as repeat customers and look forward to serving you again in the future!"

"Thank you [Member Name Removed] for your kind review! We greatly appreciate your business!"