Thank you for taking your time to review our service.
I'm really sorry to learn that you had a poor experience however. While we strive to offer the best possible customer service experience to each client, we obviously fell short when it came to dealing with you. We are genuinly sorry about that!
I've sent you an email this morning, and hope that I can speak to you at some time today to discuss the issues in greater detail and fill you in on what's planned to avoid similar issues in future.
Please get in touch with me directly should you need anything at all.