Every time I schedule a customer for a repair, I let them suppose that all of us will call to confirm the appointment on the day before the repair is scheduled. Both of us have a lot of customers scheduled while I was in the day plus all of us regularly make sure that the customer is ready plus still expecting service. Last year a customer called to make an appointment for service on her heat pump. The customer contacted myself and others on Monday plus she made the appointment for Tuesday afternoon. I called the lady on Tuesday afternoon so I could get confirmation. The customer did not answer the iphone. I left a voice message plus she did not call back before the end of the supplier day. I contacted the customer again the next morning plus she still did not answer the iphone. At this point, I decided to cancel the appointment plus I sent that repair serviceman to a odd address at 2. At 3, the customer called to find out why the repair serviceman was not there yet. I am cheerful that I was the woman to answer the iphone, because the lady began to get frustrated plus belligerent. I politely plus calmly told the lady that she had many occasions to confirm the appointment. When she did not, it is our policy as stated to cancel the appointment. I gave to reschedule her for the next available appointment, although she was clearly miserable plus did not want to use our services after she felt that all of us were in the wrong. I called her 3 times plus left messages.