Thank you John for taking the time to review our services. Obviously it is disappointing to hear we did not meet your expectations on this occasion. We do occasionally get it wrong and sometimes it is not possible, despite our best efforts, to turn a situation around. We do NOT deliberately discriminate against anyone writing a review as we are keen to learn about everyone's experience, not just the good ones. This is how we continue to grow and improve our systems and skills to better handle difficult scenarios in the future. We wish you all the very best in the future.