All of my visits are to be confirmed and scheduled in advance with a call to me or a confirmation from me if I call you to return a message. This has been right on my account and every work order for years. Your guy just showed up (not his fault, he is not in scheduling). If he had come the week prior, both parents were recovering from communicable illness and would have refused service but your timing just worked out because I was working from home. Additionally, managers are not managing customer service. On multiple questions a question of services coverage or additional services never even resulted in a phone call. Don't quite know how you all stay in business, except maybe being a little cheaper than some competitors. Please clean house and improved your customer focus!