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Thanks for giving us advice that is full of wisdom and experience. This whole thing is definitely driving us crazy now just like you said. While it is easier if we could just look at this incident from hindsight, we can't let it pass at the moment. Something has to be done. I previously worked as part of executive relations and I have a good sense of what it means to have good partnership with clients. It is never a good idea to have your partners or clients feel that they are at your MERCY. We are still 4 months old in this business which is why this whole thing has been very demotivating. We got two sites and both used to enjoy a consistent 9.6 rating until the recent review that came in that pulled the other's score down to an 8.8. We appreciate your concern about how this could all turn out okay however for the meantime, "okay" only means being fair and reasonable. Thanks again for being kind enough in taking the time to comment for us.