Our air conditioning stopped working on one of the hottest days of this summer. I felt very fortunate to schedule an appointment for the same day I called. I was told the appointment was to be sometime between 10 and 2. The service technician had not arrived by 2 and I called. I was told I was next on his schedule. He arrived at 4.
This, in itself, did not at all disturb me. Actually, it made me feel the service technician would spend as much time as possible with me in order to get it right. He was looking after my interests instead of the clock. However, I would suggest to you, John C. Flood, to have some mechanism in place to keep customers informed of status. Lots of companies have apps which track progress in real time.