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On 8/17/13,our scheduled appointment time, he didn’t show up at 8/8:30 a.m. as agreed. I was trying to give him benefit of the doubt and thought that maybe he was running behind. At 8:50 am I called and left a message asking if he remembered the appointment. I had to leave to go to work (I’m an in-home therapist) and had scheduled clients around his appointment. At 9:45 am, he called my cell and asked if we would still be interested in meeting this morning and I brought up our scheduled time at 8:00 am/8:30 am and told him that I was already on my way to work at this point. I asked why he didn’t show up and he said that he had another appointment scheduled this morning and didn’t realize that he double booked. He asked me, “didn’t you get my message?” I told him that I didn’t and asked when he called. He told me that he left me a message at 6:00 pm the night prior and I told him that I would call him back and check my messages in case I missed it. I am always on page 24/7 so I can never have cell phone issues and when I listened to my messages and checked my phone history, I never received a call from him. I called him back and nicely told him that I never received his call and asked when he scheduled with the other appointment. He informed me that it was before we scheduled our appointment over the phone. I gently encouraged him that it would have been nice if he called in the morning to confirm we got the message or call again to make sure that we would have been able to meet later that morning. I explained that by missing our appointment was inconvenient for us and we were feeling pretty frustrated sitting and waiting for him to arrive, without realizing that he was meeting with another client - and that our time is valuable to us, too. He did apologize, but it didn’t sound very sincere. He understood that we may decide that we no longer wanted to work with him. He explained that he forgot to write down the appointment date/time when he was driving when we talked on the phone and that was why he made the error. He said that he usually doesn’t have these issues with his customers, although I told him that since this was our first impression, it was difficult to let go of the error of double booking and then saying that he called when he didn’t, while understanding that sometimes mistakes happen. I also agreed that he probably does good work, but with all the miscommunication, it would be difficult for me to overlook these errors from the very beginning. I told him that I would talk to my husband and get back to him about our decision.
My husband and I talked and decided that there were too many red flags - double booking, but then not checking the details in the email with the dates/time of the appointment to ensure that he was organized, saying he called when there was no message/missed call, email (not following up to make sure a different time would work with us), and my initial conversation emphasizing the importance of communication from the beginning – the first phone call with him. I emailed him later that afternoon and told him that we planned to look into other contractors.
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