Stepping back from this particular topic and addressing the greater topic of reviews for a second here.
I understand you guys feel entitled and justified to review any business you choose using your own arbitrary and subjective measures. Like, 3/5 is just fine to some of you for a perfectly adequate, trouble-free experience. For some reason you feel a responsibility to broadcast 24/7 365 forever that a business that served you competently and well gets a rating of 60%. I disagree with it - as would most reasonable people - but as of now there is no way to stop you.
What I don't understand is how you can't see how the business owner would see that as a direct assault on their livelihood, their income, their staff and their future prospects. And when you assault somebody, they are going to want to retaliate.
If you're unhappy with a product/service, consider writing a direct email to the company. Like, I don't see why people have the need to drag the entire world wide web into their disagreements with small businesses. It is an abuse.
Back to our current story:
What did you get out of it, anyway? You pissed off the company that was to maintain your hot tub. Should he have altered the contract? If he did, then, no, of course not. I mean I doubt he's a Rhodes scholar or anything, so whatever, but in his shoes you would have dropped like a stone to my lowest priority because you publicly attacked my company with the goal of encouraging people to shop elsewhere. Yeah, you can do it, but to be shocked Pikachu there are consequences to that confuses me.
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