I rand and explained that my boiler had stopped working and that I had no hot water. The lady in the office was very professional and we set up an appointment window of 10-12 that day. (with the 30 min advance text message). I waited until 12.10 and then called the number of the person I spoke to earlier that day. She was very apologetic and said she that the plumber was behind schedule and she would check with him and get back to me with the new expected arrival time. Two hours later, and no return call. I tried ringing again, but this time the phone just rang and rang. No pick up. I eventually tried head office and spoke to another lady (again very professional and apologetic) who said she would ring herself, find out what was going on and call me right back. I told her that was what the last person said. She responded "This is me. I will call you back in 5 to 10 min.". Anyway, it's six hours later and I'm beginning to think my boiler might not be fixed today. :-) Never again!!