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"I apologize that we were not able to get a plumber out to your request for a repair estimate. This was not a situation of (who can pay more) but tending to our customers in the order of their request for service. Prior to your estimate request, our plumbers had been on a kitchen remodel job for three consecutive nights from midnight to 7:00 a.m. On the morning of your estimate appointment, our plumbing crew was supposed to have completed their overnight work by the time the restaurant's kitchen staff arrived in the morning to prep for lunch. At 4:00 a.m. our plumbing crew called our Dispatchers to say the remodel crew who preceded them ran into delays. That meant our plumbing crew could not start their work until later in the morning, and additional plumbers were needed in order to complete the work and be out of the kitchen before the kitchen staff arrived. Consequently, the plumber scheduled for your estimate was needed help finish the job underway so that the restaurant could open for business. Again, I'm sorry we had to reschedule your appointment but we felt it was necessary to fulfill our obligation to complete a job underway at the restaurant. This was an unusual set of circumstances that doesn't happen often. And regrettably, we satisfied one customer at the expense of losing another customer. If you don't want to reschedule your estimate appointment for another day, and wish to maintain your rating, we completely understand. Otherwise, we'd love a second chance to satisfy your plumbing needs."

"Thank you Bennie. Your feedback is appreciated. We hope your consulting for small businesses is prosperous!"