Several emails confirming appointment was 10-12am. I called around 1230 after no-show. Your colleague said the engineer was “stuck in traffic”. When he did arrive several hours late he said he wasn’t late - he had in fact been scheduled to arrive in the afternoon after his earlier appointments so was on time. It would be a natural conclusion to draw that someone is lying here. He was either scheduled early and stuck in traffic or scheduled later and knew nothing about traffic - I can’t see how both could be true. I sometimes experience poor service but most companies have the decency and respect to apologise genuinely and admit their mistakes instead of treating their customers like idiots and lying to them. You wasted 4 hours of my working time, finishing at 4pm instead of 12pm, and with no warning.