I labor as an Heating & A/C professional and most of my job involves helping customers with heating and A/C repair. I often labor on installation jobs too, however most of my job is repairs. When customers called for a repair, they speak to a person or woman in the dispatch office. The dispatch office routes the calls to the particular shop that handles the section where the client is located. Both of us never easily speak to the customer, because the dispatch center handles all of the client service. When I have a client that wants to complain about scheduling, there is literally no way for me to help. I have nothing to do with scheduling for the appointments. Still, every once in a while someone will blow up and get agitated, and last Tuesday a client got frustrated because she wanted the A/C repair busy for 2 p.m. I showed up at 12 p.m. Someone from the office would have called the client to confirm the fact that I was on the way. At that time, the client could have told the dispatch office that she was not ready for me to arrive and the people I was with and I would have waited until 2 p.m. to help with the A/C repair. When I showed up at noon, the woman lost her cool. She got mad and I tried to tell her that I didn’t schedule the appointment. I assured her that it was likely an straight-forward mix up and even offered to come back after my next appointment. The woman called the head office and spoke with the dispatch department. She wanted to speak with the supervisor, even though I don’t recognize she ever had the chance.