"After reviewing our records, the first appointment was cancelled and rescheduled by us due to the sudden departure of an employee. In order to accommodate the customer, our second appointment was scheduled for a Sunday morning at 10:00am. On Saturday, we received a call from Mr. {Member's name removed}, stating that their trip had gone long and that their return on Sunday was questionable. He stated he would call us later in the week to schedule a better time for us to come out. Since we are not normally open on Sundays, we did not receive the phone calls from Mrs. {Member's name removed} on Sunday morning. We were anticipating rescheduling this service for a time convenient to the customer, and would still be more than happy to do so. We were surprised to see this on Angie's List, as we were waiting for the customer to contact us to reschedule after their trip. Custom Fireplace and Chimney Care prides itself on its customer service and flexibility in scheduling. We are proud of our other reviews on Angie's List and elsewhere, and hope that we can resolve this issue is a satisfactory manner."

"We appreciate the kind words. We believe in trying to take care of our customers and didn't do anything more than we would always do. Thank you so much for the great review, we look forward to working for you again!"