I have been a loyal customer of Rowe for yeRs and have always arrived in time or early for my appointments. Prior to my appointment today I received several texts and emails reminding me of my appointment. None of those messages indicated there is a 15 minute grace period or you have to reschedule. Today I called to indicate that I would be late as the bridge downtown was up. This malfunction of the bridge ate up any of my extra time that would allow me to arrive a few minutes early. The associate told me about the 15 minute grace period and I would have to reschedule if I arrived more than 15 minutes late. I was polite and said let’s wait until I arrive and see what happens. I arrived 16 minutes and 30 seconds outside of my appointment time. Making me 1 minute and 30 seconds outside of their grace period. The associate at the desk asked me if I wanted to reschedule as they were booked full all day. I was still polite and told her I didn’t want to rebook and walked out. Now I fully accept I was late and they didn’t have to see me. However I am loyal and have always been nice when I visited them. Last year I waited 15-20 minutes waiting to get in the exam room. No exceptions given to the customer I see. I just don’t understand when I was just outside the window that they couldn’t still see me. I am an easy appointment and never take more than 45 minutes for the full exam. I am heartbroken a local business cares so little for people and runs itself as a strict big box type store. I will take my business elsewhere to a local business that appreciates its customers and values them.