Jesus what a train wreck! We've had this conversation in private many times before. I've told you before in these kind of situations the very first thing you do is define what your ultimate goal is. You have to decide what a "win" looks like. Then BEFORE you do anything you ask yourself, "Does what I'm about to do/say get me closer to my goal?" All these other guys are here because they are passionate about our hobby. You are here because this is your business. As I have told you in the past because this is your business you are held to a different standard. Your goal in these kind of situations is to check your ego and find a way to turn a disgruntled customer into one that sings your praises. THAT is what a "win" looks like, period. Although I've tried to tell you before it appears that this fact is still unbeknownst to you; these kind of situations cost you more money in lost revenue than you could ever imagine due to the way you react here in public. I swear my new business venture is your new part-time CEO. I'm going to charge you 10g's a month. If you do what I say I'll save/generate 20 a month. My first action? Take away your internet access so you can't continue to make antagonistic comments and argue in public. My second? Never let you talk to a customer again. My third? Require written estimates, invioces, and customer expectations. 4th? To project an image of a humble, experienced, and compassionate company that legitimately puts its customers first. I'll save you a ton and turn your reputation around so fast it'll make your head spin.