During the first appt, Vance was at least 15m early and contacted me when he arrived but I didn't answer my door. I was a bit frustrated during the second appt because he was running 30m late (which I didn't find out about until I called). I was a bit irritated when I returned from a 10m trip to the gas station 3blks away, only to see Vance drive off. No phone call to let me know he had arrived despite being late. Thankfully I was able to reach someone at the office immediately and Vance came back less than 5m late. Despite the hiccup during the second appt, Vance, the several staff I spoke to at the office, and the individual who completed the initial assessment were courteous and accommodating. Overall, excellent service.