I regret that any customer has had cause to complain. I cannot supply a full itemised quote for jobs under a certain size, but I had advised via email that I thought it would be about two hours. The lights were at high level requiring a triple extension ladder and the job took slightly longer, 2.5 instead of 2 hours. Via email, the customer has complained at my use of junction boxes not included in our correspondence. I simply replaced those that needed it and could not have known this was needed in advance. I have a small business and do have to answer the phone, however I am very careful that this is not charged to the customer. As for the 3 star quality rating, I have not received any feed back since the lights were fitted over 90 days ago, so assumed they were good. I would repair/replace them if not, under the Which? 2 year warranty. The Customer Service (1 star) comprised of an email and phone call, followed by my attendance at an agreed time and date. I made a typo in the invoice email so it arrived late. I apologise for this and appreciate the courtesy shown in pointing it out. The non-payment recorded on my database however. I would welcome constructive information from the customer with either of these categories.