My apologies for not having replied earlier; I’ve been away visiting friends and didn’t see either of your emails until now.
The large credit you gave us is both surprising and impressive. I really believe that reporting failings to a contractor or service provider is doing them a kindness, making the assumption (often incorrectly) that if they knew they’d fix the problem, to their long-term benefit. That’s the spirit in which I reported to you.
My expectation is that a positive response would include an acknowledgement and statement of commitment to fix the problems, perhaps with a small token — though that is not my goal.
So the large credit you’ve given us was not my goal or expectation, which explains my surprise. I am impressed as well by your very serious response and follow-up, addressing each of the issues is some detail.
The character of a company and its leaders is largely evidenced in how they address problems.
So, should I have the opportunity, I will certainly recommend you to friends going your way.
Thank you again, and good luck
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