Natasha Pickett from Calgary

Last Saturday, I had an afternoon cleaning booked in. I was promised a call between 11:00am-1:00pm with an estimated arrival time. My boyfriend & I did not leave our house, as we were waiting for our appointment. Shortly after 2:00pm, I received a call from your office stating a truck had broken down, and they would no longer be able to do the cleaning. I was a bit upset, as I needed the cleaning, and they waited until an hour after the promised window to inform me of this. I understood that these things happen, so I rebooked for this weekend. About 5 minutes after rebooking, I received a call from their office stating that someone would be able to come today to do the cleaning as there was a cancellation & the technician was on their way. I remained home & waited for the service. About 30 minutes later, I received a call that the technician was at my house, and the person living there stated they did not order the cleaning (as the tech went to the wrong house). After being told I was wrong about my address by both the office staff & the technician (I gave him my cell phone number to help find my house) the technician finally showed up. The technician came to my house, spoke with my boyfriend, and did not have the fireplace tool needed to do the chimney. He refused to do the ducts, as he did not want to make two trips. He left with no indication if I would need to rebook or any other information - he didn't seem to care about our business. After he left, I didn't understand what was going on, so I called their office. I ended up rebooking again for this weekend, as they were unable to bring anyone else out to do the job. After hanging up with their staff, I felt that I was inconveniencing their office, with no consideration for the time I spent sitting around due to issues that were not my problem. This Saturday I had another issue. I had an afternoon appointment booked today, with an arrival between 12pm-5pm and a call with an estimated arrival time before the technician showed up to my house. I got everything ready, and was at my home waiting for the call. At 12:45pm, I had not received a call, so I quickly ran to the Seven 11 beside my house to get some milk. When I got back to my house, I checked my phone and saw two missed calls. One call at 12:52pm and one call at 1:02pm. I called their office back at approx 1:06pm to see when the technician was arriving, as I believed this to be my warning call that he was on the way. When I called, it took a while for the receptionist to pull me up, and after finding my appointment, she told me the "technician had been waiting at my house for over 20 minutes, had knocked on the door, and tried ringing the doorbell with no answer." I advised her that this could not be possible, as I had just left my home, and was gone no longer than 20 minutes myself. I asked her if he went to the right address (due to the issue last weekend) and she didn't even listen to my concerns. She was short, rude, and less than pleasant to deal with - I did get upset, and raised my voice with her as she did not seem to care about my experience last weekend, nor wish to find a solution. She told me it wasn't her fault I sat around waiting, and I should have been waiting for him (even though she acknowledged that a warning call always happens before the tech shows up, not while he is outside waiting.) At the end of the call, she told me the appointment was cancelled, and told me I could rebook, but with a tone that suggested she did not want my business.