Do not confirm that the reviewer was a customer unless appropriate, and do not publish appointment, address, or payment information. State that you want to understand the concern and give a business contact. Then investigate privately and document the resolution.
Acknowledge the concern, say you are checking the matter, and invite contact through a channel that does not expose the customer's records. Avoid mentioning whether the person hired you, when the work occurred, or what they paid. Keep screenshots and internal notes access-limited. Once you understand what happened, respond privately with the next step and change any process that contributed to the problem.
Set an internal response owner and deadline so the customer receives a consistent update instead of multiple conflicting replies.
Choose one contact person to handle the response and review the job notes before replying. A useful public answer is brief; investigation details belong in a private channel. If the complaint points to a genuine weakness, record a corrective action and its owner so the response is followed by a change rather than a promise alone.
If the complaint identifies a real process gap, correct it and update relevant terms. Keep your service details current on KobStore; create or update your page.
