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"Dear Mr. Michael P. [Consumer name withheld at their request] We acknowledge that the project we did in your home met many challenges and was unfortunately not a good experience for either you or our company. Construction projects in one's home can be quite stressful for all involved, no matter which company is providing the work and no matter how easy or difficult the client is, during the project. This is because homeowners are usually living in their homes during the projects, and experience the difficulty of having their home under construction. Some stress on construction projects come from things that contractors find once they begin the project and do the demolition; things like finding mold behind cabinets, unexpected pipes behind bulkhead they thought was empty, load-bearing walls where the owner swore there were not. For this reason, we will always express to our customers that they need to prepare for unexpected circumstances. We KNOW from 30 years of experience as builders that there are obstacles most often, that were not expected. We can acknowledge that at times one of our crew members will make a mistake. It is our job to correct that mistake and educate the crew member, so he or she can learn from it and perform a better job the next time he or she is on site. We are responsible for the entire project, as a company, and our reputation for bringing our clients to successful completion, from which they write excellent reviews, is well-known. We are known for our personal honesty and integrity. We care and will bend over backward to please our customers. Atlantic Tile, Kitchen and Bath is a Class A licensed and insured general contracting company. When a customer asks an installer for proof of our company license, that customer is asking the wrong person. We will provide all proof of our licenses and insurance at the signing of the agreement. Permits are always the ultimate responsibility of the homeowner, to provide; however, most construction companies understand that it is a very complicated process that can take hours of a persons time, during the work week. Thus, the construction company will offer to acquire all the permits for the customer, as a convenience. There are some customers who refuse to have permits, even though we advise they are required for that work. Therefore, a delay in getting the permits can delay time on the project. That delay can frustrate the customer. However, the customer must understand that his or her choices throughout the project will also affect the smoothness and speed of the progress. From time to time, we serve a customer who wants the very lowest prices and wishes to be his or her own "Construction Manager" As such, that customer deems it his or her right to continually address the installers, distracting them from their work, causing more delays to the project. That is why we ask our clients to only address any questions at all, to the project manager or the corporate office. Installers follow our instructions, not the clients. If the client wants to change something, the client must inform the Project Manager or the corporate office, so we can properly discuss and advise on the change. You are such a customer. We understand fully that all people are human, and some connect better with others. We wanted to respond to this to accept that you were unhappy with the process with us. That said, we have so many very happy clients that we earn most of our business through referrals. We are truly sorry we were not a good fit for one another. Best of luck on your future contracting projects; my only piece of advice is that when you hire a company to do your project, allow that company to proceed without much intervention, as all humans have their skill sets; our is in construction. For anyone who would like to see our work or speak with any of our customers about the projects we completed for them, please feel free t"