We re always interested in getting feedback from our customers and this was no exception. We did have to cancel an appointment at Ryan s house but I did provide a reason - we always do. In this instance we were doing work elsewhere and they d asked us to more tasks while there, so I called Ryan to let him know we d have to reschedule as it would be after dinner before we d get there. We know most people prefer not to have service providers in their homes that late in the day. I left a message. He called back irate because we had to reschedule but, as I mentioned to him - things do happen and I was very apologetic. I did, indeed, assure him this was not common. In the rare instances when we experience delays, we don t just come late or not show up - we call. He decided to reschedule. We did, indeed, need to cancel again early the next week and I expressed my apologies, again on voice mail, to Ryan that I would understand if he didn t want us to do the estimate given what had already happened. We have 4 technicians servicing customers but in rare situations there s not always another technician to fill in and that was the case this time. On my voicemail, I did tell Ryan that I had taken a look at our Customer Service Reps notes about the project and felt it was out of our scope. I suggested we not reschedule but said to please call with any questions. He did try to get us back after business hours and left a harsh message with our answering service promising to tell everyone not to use us because we couldn t give him an estimate (on what I now realized was work we could not perform). I can certainly understand his disappointment about the reschedules and delays. I just don t think it s good to give customers false hope about our ability to do work when the task is something we cannot do.