"We have already scheduled another project with your company, using Jose, for September 25, 2013. The technician arrived 3 hours past scheduled time. This was not a problem in that Naomi informed us of the delay several hours in advance. We completely understood and appreciated that his first service call required more work than expected. Delays are part of any service business. Keeping the customer informed, as was done, shows integrity and commitment to the customer. P.S. Joe and I are both Flight Attendants, so we are in no position to judge any worker who is delayed! "