Every time I schedule a customer for a repair, I let them know that we will call to confirm the appointment on the day before the repair is scheduled. We have a lot of customers scheduled during the day and we always make sure that the customer is ready and still expecting service. Last week a customer called to make an appointment for service on her heat pump. The customer contacted me on Monday and she made the appointment for Wednesday afternoon. I called the woman on Tuesday afternoon so I could get confirmation. The customer didn’t answer the phone. I left a voice message and she did not call back before the end of the business day. I contacted the customer again the next morning and she still did not answer the phone. At this point, I decided to cancel the appointment and I sent that repair technician to a different address at 2. At 3, the customer called to find out why the repair technician was not there yet. I’m glad that I was the person to answer the phone, because the woman began to get upset and belligerent. I politely and calmly told the woman that she had multiple opportunities to confirm the appointment. When she did not, it is our policy as stated to cancel the appointment. I offered to reschedule her for the next available appointment, but she was clearly angry and did not want to use our services after she felt that we were in the wrong. I called her three times and left messages.