Max Heating & Air

[redacted] had a scheduled appointment on June 13th between PM and PMThe office manager called [redacted] at 4:PM on the 13th to notify her that the technician was running behind but would be contacting her shortly, [redacted] did not answer the phone and the office manager was unable to leave a message due to her voicemail box being fullThe technician that was scheduled to run the appointment called our Dispatch representative at 4:PM and notified her that he had called the customer and not received an answer at which point he was instructed by Dispatch to move on to his next call, which is standard operating procedure as all of our customers are notified that the technician will call ahead and will not run the call if the phone is not answered in order to avoid wasted time during the workday [redacted] did not call back into the office until 5:PM, which is well after office hours and she was lucky her call was answeredWhen she was informed that she had missed her appointment she became irate and cursed at the office manager and began insulting her and the company as a wholeMax Heating & Air is not prepared to risk the mental and/or physical well being of our employees, whether they are mangers or service technicians, by subjecting them to customers that can not control their tempersThe office manager disconnected the call with [redacted] after warning her that she needed to control her language or the call would not be continuedMax Heating & Air stands behind our employees, as they were all following standard procedure [redacted] did not answer her call ahead and therefore missed her appointment