Rick did a great job, however the lady that makes appointments forgot to schedule ours. We called for an appointment on Monday 11/2 to do our fall check and she told us she would schedule us for 11/12 from 1:00 to 3:00pm. When no one showed up by 3:00 on Thursday we called to see when the tech would arrive. The lady told us she forgot to log the appointment. I advised her that I took off work so I could be here so she needed to get someone out today. She said she was sorry and would get a tech out as soon as possible. We have been a good customer for over approx. 20 years and we have never encountered this. It also worried us that the lady initially told us she couldn't find our account in your files.