Dmitri, I want to thank you first, for choosing our company to complete the work on your house. You chose our company above all others because you were impressed with our standard of service, as evidenced by all our 10 star reviews. By your own admission, you would have given us a 10 star review for our work.
We took a couple of weeks off during the holiday season to be with our families, as we do every year, so for that reason you could not reach me. I think most people would agree, that does not qualify as "disappearing".
As you know, we did not finish the job because the part you chose is not a stock item and it had to be special ordered. From experience, it would not take more than a few minutes to install, once it arrived, so we did not think it would be right for us to have to wait for several weeks for our final payment when it was your choice to wait.
I always make myself available to all our clients, that is why I can be reached by phone, text, email and through Homestars. Also, before the holidays, your wife talked to me several times as well as text me for updates on the order. In fact, just a couple of days ago she called me and I told her that the item was in and since we would be back to work today, I would arrange to install it.
It is not right that you decided to damage our reputation with a '0' review, not because you were unhappy with the job, but because we took time off during the holiday season. You could not reach us for a couple of weeks, during Christmas and New Year, so you assumed we just dropped our business and 'disappeared'...and for that reason you gave us a zero review?